Lucky Orange Heatmaps & Replay
Optimize your online store using Lucky Orange
Rating
4.7
feedback
1,419
chart
#16
All reviews
Rating Breakdown
Review RSS Feed
Nov. 21, 2024
Disappointed with the Performance. I had high hopes for this app, but unfortunately, it didn’t meet expectations. From the first night, I encountered issues—it wasn’t recording visitors to my website. I contacted support, and while the agent acknowledged the problem and escalated it to the technical team, the issue remained unresolved. A few days later, the app still wasn’t functioning properly. It reported zero visitors from our home country, despite multiple visits, including my own, which weren’t recorded. Ultimately, the app didn’t work for me, and I can’t recommend it based on this experience.
We’ve reached out to you about this issue and confirmed we do see visitor session recordings in your account. We always strive to deliver visitor recordings as quickly as possible and in rare cases, it can take a few minutes for the data to process and populate in your account. It seems like you may have experienced some slight delays in the data processing but would love to test this further with you to see if it was one-off or if there is some other issue we haven’t identified yet. Please respond to my last email as I would like to connect with you personally to ensure all of your issues are fully addressed and resolved. If you didn’t receive my earlier email, you can also reach out through [email protected]. I’ll be monitoring both my personal and support inboxes for your email and look forward to connecting with you soon. Best regards - Bradley from Lucky Orange
Oct. 17, 2024
Keine Empfehlung. Versprochene Ersattung wird nicht ausgezahlt. Sitzungen werden am Stück und nicht verteilt getrackt damit sinnlos.
We schätzen Ihr Feedback. Wie ich in meiner vorherigen E-Mail erwähnt habe, haben wir Ihnen eine Teilrückerstattung ausgestellt und warten darauf, dass Shopify dies von ihrer Seite abschließt. Leider haben wir keinen Einfluss darauf, wann Shopify Ihre Rückerstattung ausstellt, aber Sie können sie kontaktieren, um ein Update anzufordern. Was die Nachverfolgung von Sitzungen betrifft, haben Sie absolut recht. Wir verfolgen alle Ihre Besucher, anstatt nur einen kleinen Prozentsatz zu erfassen. Dieser Ansatz sorgt dafür, dass Sie einen vollständigen Überblick darüber erhalten, wie die Menschen wirklich mit Ihrer Website interagieren, den Sie dann nutzen können, um Ihre nächsten Website-Updates voranzutreiben. Wenn Sie einen plötzlichen Anstieg oder saisonalen Anstieg des Website-Verkehrs erlebt haben, kann es so aussehen, als würden die Sitzungen Ihres Plans auf einmal erfasst werden. Wenn Sie an einer Datenstichprobe interessiert sind, die einen kleineren Prozentsatz Ihres Verkehrs erfasst, bieten wir dies mit unseren höherwertigen Plänen an, und ich würde mich freuen, dies weiter mit Ihnen zu besprechen. Bitte antworten Sie auf meine letzte E-Mail, um dieses Gespräch fortzusetzen. Ich freue mich darauf, bald von Ihnen zu hören. Mit besten Grüßen – Bradley von Lucky Orange
Oct. 2, 2024
Due to a glitch our data wasn't recorded and lost and half of the sessions we had in the plan and we lost due to the glitch we're not recoverable. We didn't get offered any compensation or solution for the lost data, just a notice that it was our problem we couldn't get the data back. We decided to cancel because of sub par customer service and ask for a refund. Refund was decided to be 25% of the plan while 50% of the data was not able to be recovered due to the glitch. We also never used any heatmap or replay features during that time so we did not consume the plan. We were looking for a long term business relationship as our companies - 15 other businesses with plans all the 'Grow' plan for $79 a month - are long term customers, and we were planning on recommending them to our network 32,000 webshop owners, but we are switching our businesses and recommendations over to Hotjar now.
We understand your frustration regarding the lost data caused by our technical issue. Our technical team responded swiftly to implement a resolution, but unfortunately, we were unable to recover all data. Issues like this are rare, and we regret the inconvenience it caused. Regarding the refund process, our policy accommodates adjustments based on usage and the specific circumstances of each case. Please see my most recent email for more information about our refund offer. While we respect your decision to explore alternatives, we hope to keep the lines of communication open. I would be more than happy to connect to further discuss your concerns. Please reply to my last email to continue our conversation. I look forward to hearing from you soon. Best regards - Kelsey from Lucky Orange
Sept. 9, 2024
Too expensive
Thank you for leaving us your feedback. We appreciate the budget constraints that can come with running a small business, which is why we offer a free plan to get valuable insights at no cost, which is the plan you are currently using. This is in addition to a plan specifically tailored for Shopify users who are just starting out with their online store and looking to grow their traffic and customer base. I would be happy to walk you through the 20+ tools included in your plan and work with you to find a plan that meets your budget and traffic requirements. Please respond to my last email to connect. I’ll be watching our inbox for your email, and I look forward to hearing from you soon. Best regards, Kelsey from Lucky Orange
Aug. 30, 2024
It didnt work for our Impact theme, the hole recording is gliched so we sadly could not use the replays feature. The support said, its currently a bug but it will not be fixed right now. There was no more effort to try and fix my issue. I asked for a refund since the app is not wokring like intended, that was over a month ago, i was charged with 40€ even after chainging the plan to free. I even have the promis for the refund written, on email, but sadly that has not happened jet. Dissapointed to say the least
We appreciate your feedback. The custom Shopify theme you’re using handles image carousels in a way that prevents Lucky Orange from capturing visitor data. Additionally, your refund has been issued, and we appreciate your patience. As I mentioned in my email, we had to wait for Shopify to charge you before we could issue the refund. That’s why you saw the charge on your account, which we then immediately refunded once it came through. If you have any other questions, don’t hesitate to reach out. I look forward to hearing from you soon. Best regards - Emilia from Lucky Orange
May 8, 2024
After using this App since 2017 I must say the the new dashboard needs to be re-designed. You have lost function for form. We the retailer are facing the customer and this new dashboard does not do half of what the old version did. Quite disappointed. It is running like a beta version. David Foster The Abbey Collection
We appreciate your feedback and your business over the last 7 years, David. We value your feedback and would like to connect with you to understand your perspective on how we could improve our dashboard feature. Please reply to the last email from our team to get the conversation started and schedule your call. We look forward to hearing from you soon. Best Regards - Kelsey from Lucky Orange
May 1, 2024
Downloaded this app and this SLOWED DOWN our entire store. Making matter worse, we already paid the premium version for 1 year, and they are not replying about a refund. This app took thousands of dollars from us! We will be contacting shopify for further escalation if we dont hear back from the app developer.
We appreciate your feedback. Our team has been actively working with you to address your concerns. We look forward to continuing the conversation with you to allow our developers to research your experience and make sure we get a resolution for you here soon. Lucky Orange is designed to have minimal impact on your site speed. Our tracking code loads asynchronously, meaning it doesn't load on your site until the essential elements have fully loaded and are fully functional. In comparison with other conversion rate optimization tools, Lucky Orange continues to receive the highest marks in Yottaa's annual report, indicating that our software has little to no performance impact on website speed. I'd be more than happy to discuss this further with you when we connect. In the meantime, here’s the link to the report if you are interested in reading it: https://www.yottaa.com/thank-you-for-downloading-the-annual-ecommerce-technology-buyers-guide/. Best Regards - Kelsey from Lucky Orange
March 21, 2024
After installation, the app doesn't let you create an account, keep showing errors.
Thank you for bringing this issue to our attention. This appears to be an isolated issue, and our team is here to help. Please respond to my email at your earliest convenience so we can identify and address the errors you are experiencing. I look forward to connecting with you and will monitor our inbox for your reply. Best Regards - Kelsey from Lucky Orange
March 22, 2024
This app was removed from my site because the second I installed it I got inundated with sales emails, despite not giving permission for this. I have unsubscribed from their emails multiple times, reported junk, and uninstalled the app, yet somehow they STILL keep swamping me with sales emails and daily reports about my website they shouldn't have access to. It might be a good app, but if this is how they treat personal data under GDPR I can't in good faith use it or recommend the app to others. To respond to the feedback: - The emails on both lists (the welcome emails and the one I unsubscribed from) continue to send emails. They land despite Lucky Orange being a blocked sender. - The daily snapshots of 0 traffic and 0 data sends automatically despite the app being uninstalled and the API integration being cancelled from my end. - The API integration was removed due to GDPR issues. - Since installing Lucky Orange, I have also been inundated with spam emails from multiple other sources, which started on the day I installed Lucky Orange.
Lucky Orange is committed to upholding the highest standards of GDPR compliance. We do not now nor have ever sold our user information to a third party. Additionally, we give you multiple ways to opt out of the emails if you no longer wish to receive them. We confirmed all emails are turned off for you moving forward and would be more than happy to address any other questions you have by scheduling some time with you to connect. Either reply to my last email or use this link to find the best time in your schedule to connect: https://calendly.com/luckybradley/15min. I look forward to assisting you soon. Best Regards - Bradley from Lucky Orange
March 18, 2024
was good initially. now it really costly. and now my app wont even work. it says its blocked. i cant contact support and have no idea why. i tried uninstalling it but now i cant re-install it. the app offers good data and traffic insight but they are limiting what you can see based on your subscription and now free is only for 7 days im likley leaving this app. but i wanted to check my recent weekly stats I do use another app thats just as insightful and free
Thanks for reaching out. Regarding your blocking comments, Lucky Orange can occasionally be blocked by certain browser extensions, such as ad blockers. I would be more than happy to walk you through the solutions for the most common reasons why Lucky Orange may be blocked and assist you in re-installing the app. If needed, I can bring a developer along for further assistance. Please reply to my last email to get the conversation started. Additionally, I want to address confusion around our free trial and free plan. Lucky Orange does indeed provide a free trial for new users to check out our features. Our free trial is limited to 7 days at which point you can move to a plan, including our free plan. This free plan lets you get valuable visitor behavior insights at no cost and comes with different session limits that resets every month. I would be more than happy to talk to you about our plans and find a plan that meets your needs. Again, reply to my last email, and I’ll be happy to connect. I look forward to hearing from you soon. Best Regards - Kelsey from Lucky Orange
Feb. 22, 2024
Heatmap doesnt work with products that have variants. Disappointing.
Thank you for your feedback. It sounds like you’re wanting to use heatmaps to evaluate variants of an active A/B test. If so, you can open a heatmap for one variant in a traditional browser and another heatmap for the additional variant in an incognito browser. This approach allows you to access heatmap data for all variants, even while the test is running. Additionally, we offer an integration with Optimizely that makes it easy to view heatmaps and access other visitor behavior data for all variants during testing. We would be more than happy to walk you through this process and address any other questions you may have. Simply reply to my last email, and we’ll get the conversation started. I look forward to hearing from you soon! Best Regards - Kelsey from Lucky Orange
Feb. 18, 2024
Doesen't even let you register after installation, just giving error "can not use this email".. waste of time and energy!!
Over the weekend our system encountered an error that prevented merchants from creating a Lucky Orange account. The issue was resolved quickly, and you should have received an email from our team with instructions to complete the account creation process. We apologize for any inconvenience this may have caused. We take pride in our stellar 4.7-star rating from 1,000+ reviewers, and errors like we encountered this weekend are rare. I would be more than happy to assist you in setting up your account. Please reply to my last email to set up a time to connect. I look forward to hearing from you soon. Best Regards - Bradley from Lucky Orange
Jan. 17, 2024
Terrible customer service. Downgraded to the free version months ago and was still getting charged for it. The app clearly says I have no plan active and am on the free plan, yet I still got charged $9 a month for it. After multiple attempts to get in contact with customer support, I was told I wouldn't be able to receive a refund and that the only way to stop getting charged is to uninstall it (even though I have the free plan active).
We recognize where your confusion may have come from and are actively working with you to resolve your concerns. Until your message just a few days ago, we don’t have a record of any communication from you since June 2023. We see that you haven’t confirmed a plan change yet to downgrade your account to a free account, but we can help you with that. Please respond to our latest email so we can assist you with downgrading your account and issuing your refund. I look forward to hearing from you soon. Best regards - Kelsey from Lucky Orange
Jan. 9, 2024
I installed the demo version and it consistently told me I was in Atlanta GA when I am in FL (not on vpn and even tried from my TMO hotspot, still shows Atlanta). There are several bugs they need to fix!
We appreciate your feedback. Lucky Orange uses a GeoIP database to determine the location of people who come to your website, including yourself. Your location can be skewed by a variety of factors, such as using a hotspot. T-Mobile typically routes internet traffic through their network to a centralized location. As a result, your location may appear different in Lucky Orange than it really is. There are other factors that may contribute as well, and our engineers would like to learn more about the discrepancies you experienced to find a resolution. Please reply to my last email at your earliest convenience to initiate the investigation. I look forward to hearing from you soon. Best Regards - Bradley from Lucky Orange
Jan. 4, 2024
Update to response: The recordings are NOT traffic bots. I don’t run traffic ads. Only conversion ads with low traffic, high intent. I get maybe 15 visitors a day from these ads ( which are accurately reflected within heatmap apps and my ads account) . These bots are crawlers. That means if you have any products listed on Google or in Facebook or IG shop both platforms will run crawlers to your site. These crawlers run anytime you list a new product, change your price or run a sale. So if you're having a sale they will run bots to every single product page that is a part of that sale durning the length of that sale and a couple days after to reflect the new retail, non sale pricing. So if you have 2,000 products that are a part of that sale you will get 2,000 crawlers a day during that sale and a couple days after. If you list 20 new products in a day you will have 20 crawlers that day....ect. These crawlers do this to transfer and update information in real time. So no, Lucky Orange is not recording bot traffic for you to know. They are recording crawlers ( which every single site NEEDS to have if using either platform to list products on them). Not all bots are bad. Some are NEEDED. They just shouldn’t be recorded and add to your traffic count because they are not real shoppers so have no purpose to be on the dashboard because heatmaps and recordings are for you to better understand your shoppers, not crawlers. So IF you don't run sales or list lots of new items, IF you don't list products on Google, Facebook or Instagram shop and IF you don't run ads then Lucky Orange is for you. Otherwise expect to pay for thousands and thousands of crawler traffic, not real clients) . Original review: Allow bots to recorded in an effort to up your replays to up the price for your shop. I used this app for months and months because I loved their layout. Unfortunately they allow bot views to be tracked to up the cost for your store. This means if you use Google to list products or run any Facebook ads anytime either crawls your site it is listed as a recording. It's impossible to block IP's from either of these as each view is a different IP for each bot visit. This last month I had over 3,000 recordings from bots from Facebook and Google alone. It drove up my recordings sessions AND made it impossible to sort through real client replays. I reached out for support previously and they said they can not exclude bots from the recordings as it was not something that was possible to do..... Shopify itself excludes bot visitors from your daily visitor count as well as I have come to find out all other replay apps do as well. Even apps that show you recently viewed products have triggers in place to remove data from bots. So in essence, that response from them was not correct. If every app can, they can too. I reached out again about this and crickets so I finally uninstalled the app. It's clear they don't want to remove bot views in order to get more money from their clients. I would of had this app for the life of my business if they would have put features in place ( like literally all other apps are able to do ) to prevent the tracking of bots. They care more about the money than their clients and that is not how a business should be run. Caring about your customers experience yields more sales long term than quick cash grabs. I would stick to literally any other replay app instead of them, especially if your store is linked in anyway to Google or Facebook ( which I would imagine most are). Not only are they going to get as much money out of you as possible, they are going to do it by running up numbers that are not actual client recordings AND it makes it impossible to sort through bot recordings to get actual insights from real customers. Imagine going through 700 recordings and only 100 of them are real people.....
Thank you for your feedback regarding the bots that Lucky Orange tracks and displays within your account. Many of our users want to track bot sessions as a way to detect attacks on their site and ad fraud to prevent paying for clicks on ads by bots. There are ways you can filter recordings in Lucky Orange to exclude sessions that have behaviors common with bots. Our support team would be happy to walk you through how to do that. Simply reply to my last email to get started. Regarding our delayed response time, we had limited support over the holidays, which was when your most recent response was sent over. Our team responded as soon as we were back in the office. We apologize if this gave the impression that we were ignoring you in any way. I look forward to hearing from you soon. Best Regards - Kelsey from Lucky Orange
Nov. 13, 2023
They used to be extremely valuable, but have lost it as they increase prices without adding any extra value nor fixing the core service issues. Recordings are still cut off about 5/10 times. 7/10 times it doesn't record the interactions. It does not align with the unique visit stats of other applications (like Google), but they claim theirs is the exact number. Price increases should bring in value to your supporting customers. I will have to move on. Thankfully, competitors are more affordable and have more features. Too much competition to be this unreliable and expensive.
Thank you for sharing your feedback with us. We truly value your continued business over the years and are committed to resolving any issues you've encountered. Our team has been proactively reaching out to address your concerns and discuss the issues you've encountered. Please feel free to respond to my latest email to schedule a brief discussion on Google Meet. It’s likely the issues you’re seeing are due to visitors leaving your store within a few seconds, which would generate a no data recording. It is normal to see discrepancies between analytics tools regarding the number of visitors tracked because of tracker blockers visitors may have in place or differences in when and how various analytics platforms trigger their tracking code. We’d also be happy to walk you through some of the new features we’ve added to Lucky Orange prior to raising prices including email reports, multiple question surveys, optimizable segments and new integrations. I look forward to hearing from you soon. Best regards - Bradley from Lucky Orange
June 12, 2023
The app is good, but the support is bad, i am having wrong data going to different stores, i have been sending emails to the support team but there is no proper response. their live chat support also doesn't work 99.99% of time they are offline.
Hi there - Thanks for reaching out. I’m glad our support team was able to talk with you to get your issue resolved. Our time zone differences are likely why you couldn’t catch us on live chat since our standard support hours are 9 a.m. to 5 p.m. CDT, Monday through Friday. Best Regards - Bradley from Lucky Orange
April 29, 2023
l'application fonctionnait jusqu'au jour j'ai payer un abonnement, du jour ou lendemain l'application ne fonctionne plus et je n'ai pas réussi à contacter le service client !
We appreciate your feedback and apologize for your experience. Did you contact [email protected]? We haven’t been able to find any emails to our support desk from your email address. To get the ball rolling on resolving this issue, please respond to the email I sent to you shortly after you left this review. I look forward to hearing from you soon. Best Regards - Bradley from Lucky Orange
April 10, 2023
The app is an absolute rip-off, it doesn't let you see your past visitors when you run out of viewer credit and forces you to upgrade to even see your old data... very disappointing
You should still see data for visitors you’ve already tracked without having to upgrade as long as it is within your plan’s data retention window, which is 30 days for the plan you’ve selected. If you’re not seeing that data, please check to make sure you haven’t uninstalled our app (which makes it unable for you to access your data) and that you’re not searching for data that is beyond your 30-day retention window. We’ve reached out to you to help you with this issue. If you’re still having issues accessing your data after checking the above steps, just respond back to one of our messages and we’d be happy to help you out. Bradley from Lucky Orange
March 3, 2023
uma tristeza.. segui o passo a passo e diz que o iframe está bloqueando o acesso do app.. só que ele está instalado
Thank you for your feedback. Here is a link to our iframe guide for Shopify merchants: https://help-preview.luckyorange.com/article/287-the-iframe-guide-for-shopify-merchants We have tried to get in contact with you to get to the bottom of this issue. At your earliest convenience, please send an email to [email protected]. I look forward to hearing from you soon. Regards - Bradley, Director of Client Services, Lucky Orange