Lucky Orange Heatmaps & Replay
Spot friction and optimize confidently with visual data.
Rating
4.7
feedback
838
chart
#13
All reviews
Review RSS Feed
May 4, 2026
UPDATE: 7 years of loyalty met with a 2,400% hike and technical excuses. I would like to clarify the facts regarding the developer’s response: After being a loyal customer for 7 years, I am deeply disappointed by how this transition was handled. A move from a $10 plan to a $249 plan—a 2,400% increase—without explicit consent is not professional practice. In a serious business environment, the standard procedure for discontinuing a legacy plan is to suspend service or limit data until the customer manually selects a new tier, rather than automatically charging a tier 24 times more expensive. Furthermore, the handling of the refund was unacceptable. It took seven emails and multiple explanations of PayPal’s own system before the refund was initiated. The repeated claim that an open dispute "blocked" the refund is factually incorrect according to official documentation; the "Issue Refund" button is specifically designed to resolve and close cases simultaneously. While the refund has now been processed, it only occurred after I threatened a formal Shopify Partner Violation report. After 7 years, the lack of transparency and the attempt to make me waive my buyer protection has resulted in a complete loss of trust. I will not be returning to this service. 24.04.26------------------------------------------------------------------------ I have been a loyal customer for years on a $10/month legacy plan. Without my explicit consent or any manual confirmation, Lucky Orange automatically migrated my account to a $249/month plan. This is a staggering 2,400% price increase! When I contacted support to resolve this unauthorized charge, the experience became even more concerning. They are currently refusing to issue a refund unless I first close my PayPal dispute. They claim the open case "blocks" them from refunding, which is technically false. According to PayPal’s own documentation, issuing a full refund is exactly what resolves and closes a dispute automatically. By asking me to close the case first, they are essentially asking me to waive my buyer protection, as a closed PayPal dispute cannot be reopened. This feels like a predatory tactic to hold my funds hostage. Pros: The software used to be good for the price. Cons: Unethical billing practices, predatory "bait-and-switch" pricing for long-term users, and deceptive support regarding refund procedures. Verdict: Avoid this app if you value transparent billing and ethical business practices. After years of loyalty, I am extremely disappointed by this breach of trust.
Thank you for sharing your feedback. We genuinely never want a price adjustment to feel like a surprise, and we understand that a transition from a legacy plan is a significant change. To ensure our long-term users have time to prepare, we send notifications in advance for any plan changes detailing any updates and inviting questions. Our priority was keeping your data tracking seamless. To prevent any service interruptions, we moved you to the plan that most closely matched your existing allotments. When you reached out, it became clear you were looking for a smaller plan. Our team immediately offered to "right-size" you to a plan that better suited your budget and needs, while offering to credit the difference. Regarding the PayPal dispute, once a formal chargeback is opened, the funds are held by the processor. To avoid the complications of a "double refund" (which can happen if a manual refund and a processor-led reversal collide), we typically have to wait for the arbitration process to conclude. While we suggested closing the dispute to speed up a manual refund on our end, we understand your preference to maintain PayPal’s buyer protection. To resolve this for you as quickly as possible, we have already processed a full refund for the charges in question. We value the time you spent with us. If you’d like to discuss a plan that aligns with your current needs and budget, please reach out to us at [email protected]. We’d love the chance to welcome you back. Regards - Will from Lucky Orange
April 21, 2026
We have been recommending Lucky Orange to DTC clients for years, and it consistently delivers the kind of behavioral insight that turns a stagnant 1.5% conversion rate into a 2.5%+ one
Thank you for your review! Using Lucky Orange to analyze your customers is a great way to make meaningful changes on your store that improve conversions and your customer experience. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Jordan from Lucky Orange
April 14, 2026
App is super easy to navigate and analytics are easily understood and valuable. Video footage of customer activity is so helpful in learning behaviors and discovering flaws in your sight. Definitely recommend.
Thank you for your review! Being able to see what visitors do and experience on your Shopify store can make all of the difference in improving the customer experience and your conversions. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
April 14, 2026
Thank you for taking the time to leave us a rating! Please let us know if you need anything! Cheers - Justin from Lucky Orange
April 14, 2026
Super helpful staff (Jordan Dudd). Walked me through it and fixed everything seamlessly. And waited around for me to do each step.
These are words we love to hear! We’re always here to help our customers be as successful as possible, both now and in the future. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Jordan from Lucky Orange
April 12, 2026
Shopifyとのネイティブ統合は非常に便利で、サポートも素晴らしかったです。
レビューありがとうございます！弊社のチームはいつでもお客様をサポートいたします。サポートと技術の両面でご満足いただけたことを大変嬉しく思います。何かご不明な点やご要望がございましたら、お気軽にお問い合わせください。 よろしくお願いいたします。 - Lucky OrangeのJordanより
April 8, 2026
This app fails at its core purpose. It doesn’t reliably record key moments of the customer journey, you often can’t clearly see where users click, and around 40–50% of the recordings are completely broken, with large portions of the page missing or not rendered at all. This makes the data unreliable and, in many cases, unusable. I initially kept the app installed to give it another chance and review more sessions on a different day, but I unfortunately forgot to uninstall it before the trial ended and the billing cycle started. Despite explaining this clearly and politely, customer support refused any form of refund. What makes it worse is the support experience: instead of addressing the issue, they keep pushing for “demo calls” and tips, which is completely irrelevant when the problem is billing and product reliability. Once they have your money, the experience noticeably drops. Overall, between unreliable tracking and poor customer support, this has been a very disappointing experience. I would not recommend this app.
Thank you for your feedback. Our 7-day trial is intended to provide a risk-free look at our premium features. To ensure transparency, Shopify requires explicit approval of the subscription terms before the trial begins; this outlines that billing will start automatically unless the plan is canceled. Because these terms were accepted, the charge was processed per standard billing policy. Regarding the technical issues you mentioned, we take these reports very seriously. We reviewed our records and noticed that these issues were never mentioned when you initially reached out to our team. We reached out on April 9th to gather more details or to hop on a call so we could investigate the recordings and journey tracking, as we want to ensure the app performs perfectly for you. We haven’t heard back yet, but we would still love the opportunity to fix these issues. Please feel free to reply to our last email so we can make this right. Regards, Will from Lucky Orange
March 29, 2026
Only been using the app for a week so far, but has provided some insightful outlooks into customer behaviour which has allowed us to make some important changes on the website.
Thanks for taking the time to leave us a review! Lucky Orange has so many features that can help you see from your customers’ perspective how they are interacting with your store and gain that valuable feedback. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Jordan from Lucky Orange
March 23, 2026
easy to use and good captures which really help understanding of website UX.
Thank you for your review! Being able to see what visitors do and experience on your Shopify store can make all of the difference in improving the customer experience and your conversions. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
March 16, 2026
Arif
Thank you for taking the time to leave us a rating! Please let us know if you need anything! Cheers - Will from Lucky Orange
March 13, 2026
It's nice to be able to see more in depth info about costumer behaviour. Things like rage clicks is something I never thought about, but it's useful to see.
Thank you for your review! Lucky Orange has so many features that can help you see from your customers’ perspective how they are interacting with your store and gain that valuable feedback. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Justin from Lucky Orange
March 11, 2026
Great app that gives solid insights into website heatmaps and user behavior. Justin from customer service was very efficient in presenting the app and handled any issues quickly and professionally. Highly recommended.
Thank you for your review! We’re so happy that we’ve been able to impress you with our technology, onboarding and customer support and are thrilled to be part of your journey. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
Feb. 22, 2026
Great app very detailed i love that for my business.
Thank you for your review! Love that Lucky Orange plays a crucial role in the growth of your website and business. Again, we appreciate your review, and we're here should you need anything else! Cheers - Will from Lucky Orange
Feb. 11, 2026
really good app to see where the drop off points for customers was and is and to see what customers see and think
Thank you for your review! Being able to see what visitors do and experience on your Shopify store can make all of the difference in improving the customer experience and your conversions. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
Feb. 11, 2026
As a new startup, we didn't have any traffic to our website when we first added Lucky Orange, and I wasn't really sure how it was going to help us. But stuck it out through the free trial, assuming I'd just stay on the free version. However, on the last day of the free trial, we started getting enough traffic, we used up the free version sessions - and I knew I had to make the decision if it was worth paying for it. I studied the data, and quickly found that Lucky Orange would more than pay for itself just through the insights gathered from watching the user experience. I had no idea certain things were happening that were frustrating for the user into quickly clicking out of the site, because they weren't happening for me. I caught the issues right from our first users, and I was instantly able to optimize my site based on real use, and even created some A/B tests I never would have thought to try. Worth it.
Thanks for leaving us such a thorough review! Lucky Orange has so many features that can help you see from your customers’ perspective how they are interacting with your store and gain that valuable feedback. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Jordan from Lucky Orange
Feb. 9, 2026
The app does its job well, but the €19 basic plan only supports 100~200 visitors actually per month. Beyond that, it stops recording and shows an error saying the storage is full, and you have to pay at least €20–30 more per month for additional space. What’s interesting is that support says you can’t free up disk space by deleting sections and that you still have to pay again anyway.
Thank you for your feedback. We are sorry for any confusion regarding how our plans are structured. Each of our plans include a set number of session recordings per month with our $19 plan coming with 500 monthly sessions. As your site grows and you reach the limit of your current Lucky Orange plan, recording pauses until your plan resets on the next billing cycle. You are correct that deleting past sessions doesn't add recordings back to your current month's allowance—this is intentional. Even if you deleted sessions, they were still captured, stored, and displayed live, which is why they still count toward your session limit. If you have hit that limit, it means your site has more traffic than the basic plan accommodates, and upgrading would give you a higher monthly recording allowance that better matches your actual visitor volume. We're happy to help you find the right plan for your needs or discuss your specific usage patterns. You can respond to our most recent email or reach out to us directly at [email protected]. Regards - Will from Lucky Orange
Feb. 5, 2026
Jordan was great in our 15 minute discovery call and we are looking forward to the insights Lucky Orange will give us for our Shopify store.
Using app
9 days
Total reviews
2
Average rating
4.5
Thank you for your review! Our team loves to help our customers get as much as they can from Lucky Orange, and our 15-minute call is a great way to accomplish it. Please let us know if you need anything! Cheers - Jordan from Lucky Orange
Feb. 3, 2026
We are new to Lucky Orange so I won't speak about the service since I don't have enough working knowledge of it but I will speak on the impeccable service that I received from their support team. We were having a couple of issues with my team members account. I contacted support and they were diligent on resolving the issue while keeping in constant communication until the issues were resolved. Good support is hard to come by these days but Lucky Orange's support team is great!
Thank you for your review! We’re always here to help our customers be as successful as possible, both now and in the future. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Justin from Lucky Orange
Feb. 3, 2026
This app provides a great visual way to see how people interact with my site. The session recordings leaves me with useful feedback to make changes according to customer behavior which I wouldn't have had access to otherwise.
Thank you for your review! Seeing exactly what your visitors and customers do and experience on your website through session recordings can make all the difference in improving your website and growing your business. Again, we appreciate your review, and we're here should you need anything else! Cheers - Will from Lucky Orange
Jan. 29, 2026
Πολύ καλή η εφαρμογή είναι ότι χρειαζομαι το ηλεκτρονικό μου κατάστημα μπορώ να δω τα πάντα και σε πραγματικό χρόνο αλλά και στα μηνύματα μου α1 καθημερινά στην ηλεκτρονικό ταχυδρομείο είναι κάτι που με βοηθάει πάρα πολύ έτσι ώστε το ηλεκτρονικό μου κατάστημα να μπορώ να ξέρω πώς δουλεύει και ποιοι το επισκέπτονται από ποιους τόπους και γενικά να βλέπω και τα βιντεάκια για το πώς συμπεριφέρονται οι χρήστες είναι υπερβολικά εύκολη και φιλική ς η χρήση της εστίνο ανεπιφύλακτα!!!!
Σας ευχαριστούμε που αφιερώσατε χρόνο για να μας αφήσετε μια κριτική! Χαιρόμαστε ιδιαίτερα που καταφέρατε να αξιοποιήσετε τόσα πολλά από τη συμπεριφορά των επισκεπτών του Lucky Orange. Σας ευχαριστούμε και πάλι για την κριτική σας και μη διστάσετε να επικοινωνήσετε μαζί μας για οποιεσδήποτε ερωτήσεις! Χαιρετισμούς - Justin από το Lucky Orange