34 St John Ltd review for Rebuy Personalization Engine

I rarely leave negative reviews, but after our experience I feel other merchants should be aware of the risks. A deployment made by Rebuy caused a critical issue on our Shopify store which prevented customers from accessing and using the cart. The issue effectively stopped customers from completing purchases and had a significant impact on our trading until it was identified and rolled back. To Rebuy's credit, their support team eventually acknowledged that the issue was related to an update released from their side and subsequently reverted the change. However, the incident should never have happened in the first place, particularly given that Rebuy was not even responsible for our cart functionality. What has been equally disappointing is the handling of the matter afterwards. The outage escalated internally to Board level due to the commercial impact on our business, yet resolving the issue required repeated chasing, long delays between responses, and multiple escalations to senior management. After weeks of discussions regarding compensation, Rebuy ultimately agreed to release us from our 36-month contract but offered no financial compensation for the disruption caused by an outage that they themselves acknowledged originated from a Rebuy deployment. The platform itself may work well for some merchants, but our experience exposed a concerning level of operational risk. Any third-party app capable of interfering with core checkout journeys should be subject to extremely rigorous testing before updates are pushed live. Based on our experience, I would urge merchants to carefully consider both the technical risks and the level of accountability they can expect if something goes wrong.