Okendo: Reviews & Loyalty

Very poor lackadaisical customer service. Still charging me $40/ mo when i never used the app because I received NO help with the quiz portion.

Got a 404 error after installing - app not visible/usable.

horrible support!!!!

Okendo’s customer support is essentially “here are the docs, good luck.” After almost a year as a paying customer, I contacted support because their Klaviyo review integration wasn’t working despite following the guides. Support confirmed there are no additional setup steps, no hands‑on troubleshooting, and no 1:1 help on my plan, only links back to documentation and group webinars. If something breaks or isn’t intuitive, you’re on your own unless you upgrade. That’s not support; it’s deflecting the customers.

I’ve been using Okendo for a while now, and honestly, the app itself is fine. Nothing amazing, nothing terrible — it does what it’s supposed to do. But the customer service? Absolutely awful. I don’t usually write negative reviews, but this experience deserves it. Shiela, in particular, has been one of the most unhelpful support reps I’ve ever dealt with. She never replies on time, never follows up, and never actually resolves anything. I’ve been waiting three weeks for a simple update and she still hasn’t bothered to come back to me. It’s like sending messages into a void. For an app that charges this much, you’d expect basic customer service — not radio silence. At this point, I honestly don’t recommend Okendo at all. The tool might be okay, but if something goes wrong, good luck getting anyone to actually help you.

was in the first plan, upgraded to second plan and got scammed out of credit

Disappointing. In the free plan only reviews are available but if you want to use other options like referrals and quiz you need to start free trial of the paid plan, which is not mentioned any where and you need to talk to support to do that... Such a long process and waste of time...

Frustrating, Overly Complex, Not Worth the Time I spent hours trying to get Okendo’s review widget styled correctly on my Shopify store and it was a nightmare. The interface is bloated, settings are scattered across multiple menus, and even after adjusting colors, styles, and modules, the reviews still looked completely misaligned and unprofessional on my site. Something as simple as removing “Was this helpful?” was buried or unavailable.

The pricing is comically misleading.

Overpriced with many missing features, not to mention that I have been waiting since February to have them remove the metafields left in our Shopify since removing the app. Stay far away from this app unless you want ot waste money and your time.

The reviews feature are alright but quite expensive. We give 1 star because every single time we have an issue the customer service cannot help. It is like it young children working with absolutely no knowledge about the products and with no will to help either. They do not listen, they do not read, and they do not help. They answer slow even on live-chat letting you wait as long as it takes until you leave the chat and then hits you with "are you still here" and "we have closed this ticket please contact us if you need more help". Every single time. They let you wait 10-30 minutes for each answer. This way they let you wait for hours with absolutely no shame until you are tired and leave. Then they close the ticket and mark it as 'solved' (: It is absolutely astonishing the incompetence we experience from the customer service every. single. time. Also it's not a onetime thing - it's at least 15-20 different customer service agents with the exact same behavior. We will now find another provider to handle reviews for us.

I'm sure the app is great but the pricing information on the app page is deceiving. It says it's free for up to 50 orders per month and the only thing that changes in each pricing tier is the amount of orders per month. It's assumed that all features are included as the features listed are the same in every tier and it doesn't say otherwise. Once you install, however, and begin setting up, in order to have all the great features it boasts like quizzes, surveys, rewards/loyalty points, referrals, etc, you have to pay to add each one on. If you want everything it says it does (which assuming everyone does otherwise why would you have installed the app) it becomes like $139/month for up to 50 orders/month and jumps up from there for more orders. Very disappointing and such a waste of time. I never would have installed the app and integrated it into my store if I knew it was WAY out of my budget.

It's very expensive to do the reviews and loyalty features all together. I have installed it for a few weeks and now I'm uninstalling it as I found out I'll have to pay a lot of money that I don't have since I am just starting and I want to boost reviews and loyalty. I found dozens of other apps that give the same value for WAY less. Their price is tremendously unbelievable.

We were originally really excited to work with Okendo but so far our onboarding process has been disjointed, unorganized, and their team has been extremely unhelpful in helping resolve issues when we are 3 days away from launching. I've spent countless hours on their support chat with no one able to help and support and as a result we are extremely worried and wish we chose another platform.

Reviews + Q&A = $119 per month...way too expensive for what it is.

I've had this app installed and paid for it for almost 5 years (May 2019). I recently had issues where the app was not sending a rewards code after receiving a review. I hadn't changed or done anything differently. Customer service did not initially investigate my issue correctly (they rushed to a conclusion that I made an error, not them) then once I provided screenshots of the issue to prove the issue was them, it took days and days to get a response. Getting a answer on what the issue is and then also help on how to resolve it is like pulling teeth with their customer service team. Generally unhelpful. I've uninstalled the app and will not go back.

So far I have found their team to be disorganized and unhelpful. There have been several delays and we've into a few road blocks (which were misrepresented during the sales process) and their team is offering no guidance or support - just lots of pushback. I'm being sent articles that don't answer my questions (instead of the onboarding specialist taking the time to answer my questions herself). They are telling me they can't do things that the sales person told me they could. The setup has been severely delayed. I'm hoping someone on their team is capable of turning this around because as of now, it's been a very disappointing experience.

Okendo cannot be manually translated into a custom language. Very strange that in the basic languages Okendo has a Russian translation, this during the war with Ukraine and when sanctions are imposed on Russia. Shame on you

Followed the prompts to use the app and it didn;t work. Requested support via the in app chat, no response. Requested support via email twice, no response. Very disappointed that this happened with a customer review app