Artemis Box review for PC ‑ Product Options
May 18, 2019
Customer service is terrible. My store has been paused for over a day now because my developers are STILL waiting for you guys to update me on the removal of any of your codes left in my shop as they will need to know this important information in order to get started on their end which is already a long process. I don’t know how long it takes to check for any leftover codes and then remove them and then let me know about it. They even said that I didn’t give them permission to access the store, but under my accounts they have full access... I tell them this and ask for some urgency and then ...ghosted. Weird incredibly unprofessional. I will be writing about my experience on the Shopify reviews shortly. UPDATE: So, it's been literally almost a month now since the closure of my website and what's incredibly frustrating is, I sent an email with everything I would like to look on my site (conditional logic) and I asked if they can help me with this set-up as well as other questions regarding my concerns. Well the next email they send is asking if things are going okay. NO! Why dont you guys read my emails and see that the article does not make sense and is buggy like what someone else mentioned on here. Im trying to give you guys another chance and I was trying to leave another 1 star review, but I can only update my old one. Having said that, I was going to update this once everything is resolved but it seems like that wont be happening. I have different ppl sending me different threads of emails which explains the confusion as well. I would like to speak with the supervisor because I am not satisfied with my service. UPDATE 5/18/19: After deciding to try out the conditional logic, Sean H has a very condescending tone in his e-mails and I was actually quite shocked when he didn't want to help anymore - wow! It's a bit baffling that as a so-called business you actually refuse to work with a client that you've worked with before just because they left a much-deserved low rating based on the lack of help received. They claim that they have a timeframe to getting back thru e-mails, which was fine. But why not actually read the client's e-mails? I wrote very thorough e-mails clarifying the set-up as well as help on setting up ONE product to guide me, so that I can do the rest. His response was, "As I already mentioned, we don't build out the conditional logic sequences for you." #1, that is a lie because he has never told me that and #2 as a client to the PREMIUM PACKAGE, which states that it provides premium support, I don't see how that is considered "premium" help. Well, not offering to even provide a little support on their end, despite telling them of the confusion of the articles, is a bit contradictory to what I am paying. Now, they are sending a CRAZY load of e-mails that I don't care for. Why are you sending me e-mails about how my experience was? I mean, really? You refuse to work with my store now unprofessionally and you want "feedback" ... I've gotten at least 1 marketing e-mail per day since he's boldly stated he didn't want to help me anymore as a paying client. All the e-mails are about convincing you to stay (a tad bit ironic if you ask me, but hey!) One (of many) e-mails did ask for a reason for leaving listing 1-4 and asked for a reason not listed, well, here is number 5. I was told you didn't want to work with me anymore! Thank goodness for BOLD Product Options app for jumping into action and helping me out again. They also stated it was confusing why this app did not want to help me anymore after I've been a long-time customer. But BOLD really are willing to help! If you need an app that provides awesome conditional logic AND most importantly, GREAT customer service who isn't sarcastic, condescending and contradicting like Sean H, please try BOLD Product Options! Hopefully, you were still able to treat your team with the pizza party without my money. Good luck to you!
Hello! This is Sean, the Customer Success Manager for Product Customizer. We took over this app from the previous owner :) You left a negative review for Product Customizer a long time ago and I am emailing to see if you wouldn’t mind removing it (or adding more stars)? We have already made several improvements and fixes to past issues with this app (including new features and 24/7 support) - and it REALLY helps our ranking on the App Store if we can remove the handful of negative reviews. Please let me know how I can support you and help in return? I appreciate it very much! -Sean & the Product Customizer Team ------------------------------ Previous reply: Hello friends at Artemis! Sorry about the delay. Looks like it's been less than 24 hours since last reply... our gal Danielle will be doing that work here in the next little bit, and will email you as soon as it's ready. Hope we can convince you to up your review for us at that time :) We work really hard to take care of every client interaction within 24 hours. • WITHIN A COUPLE HOURS of this review, we performed the requested action for the store owner, and I (Sean, the Customer Success Manager here) emailed the client directly twice to make sure they were properly taken care of. UPDATE: This client went to a different similar app after their first review comments. 3 weeks later they emailed me and asked for help again to come back. So I worked for 2 days to clearly explain the process of getting the other app's coding off, which they did. We re-installed our app's coding, got them up and running. Client emailed asking us to build out their product options for them in the app, which unfortunately we don't do. Tried our best to explain this, point the client in the right direction for how to get that done... then the client's tone suddenly changed to one of anger and they swore to leave us bad reviews everywhere they could online, and cancel and go to another app again. Unfortunately the MANY hours we spent helping this client over the last 5 weeks has been in vain. In the end, we are glad they found another good option, because we can't continue to spend hours of time helping a client who ends up verbally abusing our team. We work VERY hard to help every client, but some clients simply won't let folks help them. Glad this client found a workable option for their needs elsewhere. -Sean, Customer Success Manager
