Breadvillage review for Marsello: Omnichannel Loyalty
April 16, 2018
I had a horrible experience!! Where do all these 5 star reviews come from?! First off, there's utter lack of support. Their "support" is a bunch of know-nothings who keep deferring to their “team in New Zealand” and then nothing else happens. Placing support into a time zone out-of-synch with the rest of the world is NOT a good idea. If they want to charge $199/month they must do better than that. The app had 3 major bugs when we tried it out: (1) An existing customer was able to get a referral discount, even though only new customers should get a reward (2) Points for referral actions weren’t tracked properly (3) The system sent out emails to advocates with faulty point balances These errors go to the core of a loyalty system. If you can’t track points and redemptions properly, you might as well shut down. Moreover, they failed to tell me the Shopify file names and code sections where they added code. So I can't ascertain whether the uninstall is done properly. I fear they leave code behind, given how poorly and sloppily they have performed so far. A terrible experience and big waste of time.
Thanks for taking the time to leave a detailed review. I'd like to go over the points you raised here in an effort to make things right. Unfortunately, back in April 2018 we didn’t yet have a dedicated weekend Support team, and instead checked on incoming messages a few times a day over the weekend, so response times may not have been as you expected. Sorry about this. We quickly hired a team to cover all time zones. The $199 plan was optional and simply offered API access. However, we have since changed our pricing. Note: API access is still available on some plans by request. Thanks for letting us know about the 2 issues you experienced and sorry it affected your account. We quickly added an extra check to make sure only new customers could be referred and also added easier email customization with points merge tags - Thanks for bringing it to our attention and for your feedback on the referral reporting. We have since made improvements based on this feedback. Regarding the removal of the app code when you uninstall, this is done automatically.
