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Hi Natasha, We’re sorry to hear that your experience hasn’t met your expectations. However, it was when Cloudfare service went down, a lot of other services and softwares are also down during that time. We tried to reach out to you multiple times via email and Whatsapp but haven't gotten a response. I understand that this was frustrating to your experience, but it was not in our control. Could you kindly remove the review since it left a negative impression on our app. And if you need anything, we would be ready and happy to help you out. — from NestScale CS

Hi, We’re sorry to hear that your experience hasn’t met your expectations. Our team issued a checkup and fix for your request and we tried reaching out to you and didn't receive a response. I hope you can reconsider this review and If you’re open to it, we’d love the chance to help resolve any issues and ensure the app works smoothly for your store. Please feel free to reach out anytime — we’re always here to help! — from NestScale CS

Hi Erik, We’re sorry to hear that your experience hasn’t met your expectations. We noticed that you’re still on the free plan, and we reached out to offer assistance, but haven’t heard back yet. If you’re open to it, we’d love the chance to help resolve any issues and ensure the app works smoothly for your store. Please feel free to reach out anytime — we’re always here to help! — Chloé from NestScale

Hi, Chloe here from NestScale. I’m really sorry to hear about your experience. I want to clarify that any remaining code from the app will be completely removed when the app is uninstalled, so it won’t affect your store. We’re always working to make our apps as clean and easy to use as possible. If you’d like, we can guide you through the uninstallation process or help remove any leftover code — just reach out to us anytime. — Chloé from NestScale

Hi, We’re truly sorry for the frustration and inconvenience this issue has caused, and we also take responsibility for not reaching out to you immediately after fixing it. We completely understand how upsetting it can be when things don’t work as expected, especially after using the app for several months. You’ve been with us for over six months, and we really appreciate the trust you’ve placed in the app and our support team. For this recent issue, we applied the fix on a draft theme (NS test) to ensure your live store wouldn’t experience any conflicts. It’s a precaution we take to keep your store safe. We’d love for you to check the fix on the draft theme and let us know if it’s working correctly. Once confirmed, we can implement it on your live theme right away. We genuinely value your experience and want to make sure the app works smoothly for you. Please reach out so we can assist further, your satisfaction is very important to us. — Chloé from NestScale

Hi, Thank you for sharing your feedback. I completely understand your frustration, and I’d like to clarify the situation for you and others who may be reading this. You initially installed our app on May 14 2024, during a time when we only offered a free plan. Since then, we’ve updated our pricing structure to introduce more advanced features under a paid plan, but I want to highlight that you were never charged for the features you had access to on the free plan. After uninstalling and reinstalling the app within a couple of hours, Shopify’s policy automatically applied the new pricing plan upon reinstallation. This change wasn’t something we directly enforced – it’s part of Shopify’s system for updated app subscriptions. When you reached out to us, our team member Lily explained the situation in detail. I also personally offered you a special plan to acknowledge your loyalty as an early user, but I understand you didn’t feel this was the right fit. We truly value you as a customer and would love to find a resolution that works for you. I’d really appreciate it if you could reconsider my offer by replying to the email. Our goal is to continue supporting you and ensure you get the most value from the app. Thank you again for your time and understanding. Please feel free to reach out if you’d like to discuss this further. Best regards, Chloé Nguyen Customer Success Manager @NestScale