Rating

4.3

feedback

386

Reviews

chart

#1,927

Shopify

Reviews Over Time

App Ranking

Time spent using app

  • Less than an hour
    0%
  • Less than a day
    2%
  • Less than a month
    11%
  • Less than a year
    42%
  • More than a year
    44%

Reviews Summary

Marsello, a Shopify App for loyalty programs and marketing, has received mixed reviews from users. Positive aspects highlighted include excellent customer service, ease of use, and integration with Shopify. Users appreciate the responsiveness of the support team and the effectiveness of the loyalty rewards program in engaging customers. However, negative reviews mention issues such as sudden price hikes, unreliable service, and unresponsive support. Some users expressed frustration with billing discrepancies, lack of features for the price, and difficulties in integrating with other platforms. Overall, Marsello seems to offer valuable features but needs improvement in pricing transparency and customer support.

Highlights

Excellent customer service and responsiveness of support team
Ease of use and integration with Shopify
Sudden price hikes and billing discrepancies
Unreliable service and unresponsive support
Need for improvement in pricing transparency and customer support

Rating Breakdown

  • 5
    86% (332 ratings)
  • 4
    4% (14 ratings)
  • 3
    2% (9 ratings)
  • 2
    1% (4 ratings)
  • 1
    7% (27 ratings)
Review RSS Feed Review RSS Feed

All reviews

1 / 5 Share

Dec. 16, 2024

Priced out of the app. I was a loyal user of this app, but they increased their rates while decreasing the benefits. As a struggling business, I could not afford the rate increase and lost all access to my customer data, including their loyalty points.

Using app

--

Total reviews

6

Average rating

3.8

1 / 5 Share

Dec. 12, 2024

Customer service is absolutely terrible. The experience has been disheartening and only foreshadows what is to come if we stay with them. We just signed up with Marsello and as soon as we became a paying customer, we couldn't get a hold of anyone. BEFORE signing up, I met with several staff members and they all seemed quite eager to help. Support does reply to our emails but the response time is usually about 6 or more hours. Even then, you reply and they don't get back to you for another few hours with a very generic response. How do you expect a business owner to sit tight while being kept in the dark? Customers have already signed up and waiting to use our loyalty program, only to be told it isn't working. This has a negative impact and only serves to discredit our business in the eyes of our customers. 'Ghosting us' speaks to their lack of professionalism as a whole. Their point system is buggy and it is evident. They haven't ironed out all the kinks.

Using app

--

Total reviews

1

Average rating

1.0

5 / 5 Share

Nov. 8, 2024

Marsello has really improved and took into considerations our product requests. Martin does an excellent job communicating which is rare from other loyalty programs. The shopify integrations have improved. I highly recommend Marsello. We have tried every loyalty program on shopifys app store and they fit our needs best considering we lean heavier on in-store retail vs e-comm.

Using app

Over 2 years

Total reviews

1

Average rating

5.0

Developer Reply

Thank you so much for the kind feedback! We’re glad you’re enjoying the app’s omnichannel capabilities too - feedback like this is a real kick for us. Martin & The Marsello Team

1 / 5 Share

Sept. 17, 2024

Caution: Unreliable Service and Unresponsive Support We had a very disappointing experience with this company. After dedicating three months to testing their platform, we encountered numerous bugs and technical issues. Despite this, we were charged in full during that entire period. In the first month, we were billed for an API and an additional site, despite not having any additional sites. We raised this issue multiple times but received little to no support. Our main point of contact, Jason McLean, was dismissive of our concerns, repeatedly stating that their company is exceptional and without faults. Unfortunately, their loyalty program was completely unusable due to persistent bugs, and their customer service was slow to respond. When we requested a refund for the services we couldn’t use, we were told that they do not offer refunds, citing their terms and conditions. There is alot more to say about it, but we will leave it here. We strongly advise caution if considering this company.

Using app

8 months

Total reviews

6

Average rating

1.8

5 / 5 Share

Aug. 7, 2024

The Account Manager, Shanaya, is fantastic and super helpful.

Store

WE-AR

Using app

Over 3 years

Total reviews

1

Average rating

5.0

All reviews

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