headphones.com review for Iconic: Product Features
July 2, 2020
Contacted support on June 24th. They got back the next day and asked for access to our store. On July 1st, they installed their app and broke our Javascript on our product pages making our product pages unusable. Jason sent an e-mail at 3:25pm PST to say sorry for his delayed response (3 days) and we sent him the screenshots of the errors we were getting on our store. That was at 3:26pm PST. We did not receive a reply to that e-mail and it has now been 18 hours without even acknowledging that their app is causing issues. We had to delete the app and rollback our theme code. Very disappointed with our experience. As soon as the problem was brought to their attention they should have fixed it right away. Leaving any store broke for almost 24 is horrible.
It is sad that you felt it that way. The JavaScript was not broken. It is instead that your theme is structured this way. It is heavily customized and you contacted us to fix the issue with your theme which appeared after you installed the app. We did not have a chance to even fix it because you uninstalled the app before we could do anything about it. The fix is very easy for this. There is a setting in the app on 'Settings' page which allows you to not automatically let the app add the app's tag in your theme. If you activate that setting, then the app does not add the tag in your theme and you do not face this issue which you faced. Each theme is different and some themes are custom built or are heavily customized because of many other apps. So, this setting is useful for such themes. I hope you give us another chance and I am happy to help you with this setting in the app.
