Wild Food Outdoors review for ONE: AI, Email & SMS Marketing
April 10, 2023
** UPDATE** -- reducing my review to one star because the platform keeps breaking. I've currently been blocked from sending emails for over 3 days and I can't get any resolution. All the support team can say is "we're a small team and we have no idea when we'll have any information or fix for what's going on." .... They seem to be happy to keep announcing new beta features instead of making sure core features are stable and working. Their message to me was (copy/paste) "All I can say is that our team is looking into it, hopefully we'll have an answer in a day or two, but I can't promise that." They are also apparently happy to keep charging me while their platform isn't working... but if I uninstall it, then they'll give me a refund??! Very strange business practices. I really tried to give them the benefit of the doubt as I've spent 15+ years building software and know it's hard... but at the end of the day you need better answers for why critical features aren't working and better customer support when you fail as a business. Decent app... support was a bit over zealous on the setup with their suggestions... but the biggest issue is the system (at least for sending emails) has been down for over 24 hours at this point... my last newsletter did not get sent out... and all I'm getting from support is "we updated our system and now our engineers are working on fixing it" ... I will say, I'm a free user (how do you even upgrade?) so I guess I'm getting what I paid for. ¯\_(ツ)_/¯
*Update* All issues specific to merchant are resolved including merchant's latest reply in April. We are happy to work with merchant moving forward if they choose to return. Dear Merchant, Our deepest apologies for the delay. Over the past several weeks, we have been slowly upgrading our email infrastructure in preparation for the upcoming holiday season. We know that it's the busiest time of the year for our merchants, and wanted to ensure that once email volume on our system heavily scales up, that everything could flow through our system without issue. It seems like your account somehow got caught up in some delays during the maintenance period, but please rest assured that the maintenance is now over and that our system is back and is even better than before. Shopify billing unfortunately charges for app usage on your usual billing period with Shopify. So even though you uninstall you may see charge from prior month. Apps have zero ability to charge merchants after uninstall unless it was already pending on your invoice before uninstall. Please let me know if there's anything that I can personally help with in regards with email sending or anything else on our platform. Best, Ann
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