Rebuy Personalization Engine
Rebuy Personalization Engine
Rating
4.8
feedback
751
chart
#173
All reviews
Rating Breakdown
Review RSS Feed
Nov. 19, 2024
We had a very frustrating experience with Rebuy. As a business, Wild Oak Boutique invested $1,500 for their developers to perform custom work on our smart cart, in addition to their $999 monthly subscription. However, the code they implemented caused a major issue on our website that was isolated to Safari browsers. The bug created a loading issue that made our website appear frozen to customers, resulting in an estimated $25,000 in revenue loss before a third-party developer finally identified and fixed the problem. Despite the obvious impact on our business, Rebuy refused to offer a refund for the custom work, citing the effort they put into it. For a service at this price point, we expected a much higher level of quality and accountability. Their unwillingness to take responsibility for the issue has left us feeling undervalued as a customer. They were only willing to offer a credit if we continued using them. If you're considering Rebuy, proceed with extreme caution, especially if you're relying on their paid development services. We wouldn’t recommend them.
Thank you for sharing your experience, and I want to start by saying how truly sorry we are for the frustration this situation caused. We take feedback like this very seriously, and while we can’t undo what happened, we recognize the importance of accountability and will use your experience to improve both our processes and communication moving forward. Someone from our leadership team will be in touch directly to discuss the matter further.
Nov. 11, 2024
The idea is good, and Rebuy seems like a good choice. But in reality i have had the most complicated, nonsense and waste of time onboarding, unfortunately. Some of the responsibility is of course mine. Nevertheless the designs Rebuy makes of is awful. The functions good but the design just awful. Furtherly i have been waiting for over six weeks - and still nothing is ready. Slow response, lot of different contact point, and long waiting for meeting makes me think this is a strategy they went down - for getting my signature even though they were busy. And then to buy them more time, since their developers are fully booked. So all in all i've paid +1.000$ - hold 4 meetings - sent +30 emails - +5 descriptions of photos of what i want. And we are no further. So from my experience i would never recommend Rebuy so far.
Hello! I am truly sorry to hear about the frustrating experience you've had with our onboarding process. We aim to make each step seamless and effective, and it looks like we may have missed the mark. I’ll escalate this to our leadership team ensure someone reaches out to discuss a way forward.
Oct. 2, 2024
I’ve been using Rebuy for my Shopify store, and I encountered a couple of significant issues that have affected my store's performance. Initially, the post-purchase flow wasn’t working as expected due to an unsupported endpoint in the data source. Despite following the help articles and guidance from Rebuy’s support (Nam), the issue persisted longer than it should have. This feature is critical for my business, and the delayed resolution impacted the customer experience on my site. More recently, after enabling Rebuy’s smart search feature, I encountered glitches that severely affected the store’s search functionality. I sent a video demonstrating the issue, but so far, support has only referred me to help documentation, rather than addressing the issue directly. This is frustrating as it occurred immediately after installing Rebuy, and I expected a more hands-on approach to resolving such critical functionality problems.
Thank you for sharing your experience, and we are truly sorry for the frustration you've faced. We completely understand how critical these features are for your business, and are committed to resolving these issues. I've escalated your concerns to our VP of the technical support team to ensure that you get the personalized assistance you need, and we'll make sure to learn from this to provide a better support experience moving forward. He will be reaching out to you directly to connect on the issue and is having his team engage with priority.
Sept. 4, 2024
I had a terrible experience with Rebuy. The app is constantly buggy, and even the simplest features fail to work correctly. What should have been easy to set up required extensive troubleshooting, which shouldn't have been necessary for such basic functionality. To make matters worse, no clear time frame was given to fix any of the issues, leaving me in the dark and stuck with a broken app. The worst part of the experience was dealing with Dan from support. He was unprofessional, didn’t seem to understand our needs, and failed to provide any helpful solutions. I repeatedly asked for assistance from another support staff who might actually care or understand the urgency, but I was stuck with Dan. His lack of communication and inability to fix even the simplest problems was infuriating. For an app that charges premium rates, this level of service and functionality is unacceptable. Avoid Rebuy if you value reliability and professional support.
We are so sorry to hear about your frustrating experience. It's clear that the performance you received fell short of your expectations—and ours. We take this feedback seriously, and we will make sure the team reviews what went wrong here, especially regarding your support interaction. We will reach out to you directly so we can get things back on track and address these issues. Thank you for your patience.
June 14, 2024
Fantastic app however not compatible with our wholesale pricing app. I also for some reason had access to someone elses store/rebuy login..i could literally make changes if i wanted.... A bit of a worry. They said they fixed it but i still had access. Since uninstalling rebuy our cart function dosent work anymore and also have no acces to developer help to remove whatever code has been left behind (which i was told all code would be removed) please help, this is affecting my business
We’re sorry to hear about your less than great experience with Rebuy. Our VP of Support has reached out to you directly to address your concerns and we look forward to making things right.
March 5, 2024
Hi, ok let's write a review so maybe someone from support will answer me. I would like to have my money back for the charge made from January 16th to February 15th 2024 when the application wasn't even installed. Enough explanations on how the price is calculated.
We appreciate you getting in touch, and apologize for any inconvenience you've faced. It seems our team successfully processed a full refund for you yesterday following your conversation with them. We will send you another confirmation of the refund that we sent you.
Jan. 22, 2024
Rebuy started out awesome, but it has gotten so buggy, laggy, unpredictable and unreliable. It seems like every week we are fixing something, troubleshooting something, or digging up more issues specifically with rebuy. Hopefully they can get it working better, but as of now I would avoid it.
Update - We have attempted to reach you multiple times to discuss without response. If you would like to touch base then please don't hesitate to reach out. Thank you! Hello, and thanks so much for your candid feedback. It's disappointing to hear about the troubles you've been having with our app. We're on it, though! Your experience matters a lot to us, and we're eager to sort this out. We are gathering all the details related to your store and will be in touch to further discuss the matters at hand. Thanks so much for your patience and understanding.
Oct. 9, 2023
Our fees were doubled without any explanation. This is absolutely ridiculous.
We apologize for the frustration you've encountered in regards to billing. Our account team leadership has been notified to investigate this issue, and they have since reached out to you to discuss it in detail. We appreciate your patience and understanding during this process and hope to have this resolved very soon!
Nov. 8, 2022
The app cost 100$/month and is not even multi-language. This is a feature that should be in ANY Shopify app this day if you pay that price. We were not able to use it and paid for the first month. We would really appreciate a refund.
[Update] - We have refunded you in full and have reached out multiple times to see how we can resolve this issue. We look forward to hearing back from you. Hi Growers & Co. Team, Thanks for the review. We do have some options on how to translate the widgets and will reach out to show you how. We will also discuss the refund when we reach out.
Nov. 6, 2022
Destroyed our theme. After installing the app the header and the cart were gone from our website. It is sunday afternoon, let's see how long it takes to get it fixed. So far, this app makes us lose money, instead of making.
[Update] - We have reached out multiple times to see how we can resolve this issue. We look forward to hearing back from you so we can continue the investigation. Hi Comovita Team, Thank you for your candid feedback. We are troubled to hear about the experience you encountered when installing the app. We would love to investigate further, determine the root cause, and rectify any issues that you have. We have reached out to you directly to connect and continue the investigation.
May 21, 2022
The post-purchase upsell does not work. I follow 100% of the instruction but no upsell offering shows after purchase. The customer support team keeps telling me that the product(s) people bought were not part of the trigger collection, which is not accurate. Then they just stop answering.
[UPDATE] - Hi Amile Team, we have been unsuccessful in contacting you. Again, we would love to work with you on whatever issues you are having. We will wait for your reply so we can continue the investigation. [UPDATE] - Hi Amile Team, we continue to reach out to troubleshoot further but have not yet received a response. I am following up here in case our other follow ups are not making it to you. I will also reach out via email so we can work on this issue. Have a nice day! [UPDATE] - Hi again, we are attempting to get in contact to troubleshoot further. At your earliest convenience, could you please reply so we can greater extend our assistance? Thank you! Hi! Thank you for your review. We're truly sorry to hear about your frustration with our application, but appreciate you bringing this issue to our attention. I see we have an open thread going through our chat and will work to help you resolve as quickly as possible. If you would like to discuss this matter further or have any other topics you would like to discuss, you can contact me anytime at [email protected]. I will be happy to meet with you so we can make this right!
Feb. 22, 2022
Contacted the support as the smart cart doesn't work with the theme that is setup and after 5 days i am still waiting and nothing has been done. Even having access to my shopify they aren't contacting me anymore. Pretty disappointing as thats the only reason i haven't started my ads with a non working cart upsell. So now i will have to set everything up from scratch with a different app
Sorry for the poor experience! Our live chat support is only available M-F 9-5 EST and looks like we were in contact with you on Friday and then also touched base with you on Tuesday, our first day back in the office the following week (we take all US holidays off) with no response from you. We are sorry the experience wasn't what you were looking for! Please feel free to reach out to me to directly and I would be happy to personally walk you through getting setup with Rebuy. Please email me at [email protected] Thanks, Dylan G Director of Growth
Dec. 22, 2021
What a waste of my time honestly! I was so surprise an app can actually inject code during the checkout process, of course, this one can't because that is only possible if you are at the SHOPIFY PLUS PLAN. Please make it clear from the very beginning, don't waste people's time! TJIS APP WILL ONLY WORK IF YOU HAVE SHOPIFY PLUS
Please don't 1 star review us for this SHOPIFY limitation! There is only one feature in our app that is exclusive to Shopify Plus -- and that's recommendations in-checkout! We cannot control this! Furthermore -- Shopify is FIXING this soon! Checkout Apps (Rebuy will be one) will be live by end of Q1 is the current estimated timing! Let us work hard for you and we'll get your site dialed with Rebuy Smart Cart recommendations and more! Please email [email protected] and let's get this 1 star frustrating experience turned into a 5 star money making success! Let's go! Please feel free to email me at [email protected] too! We've got you!
Dec. 12, 2021
I use this app, it good at first... but...................unitl I added widget in prodcut page, and it slow down my product page, and this cause people can not press add to cart until 5-10sec later...... this is really suck!! I had pay a lot of ads, and I just wonder why the conversion rate is low.... and until I find out that... it already cost me 100+ for ads... luck I find out early...................if you do not want the app slow down your product page, be careful!!!!!!!!!!!!! bad!
Very sorry to hear this! We are here to help! Not sure exactly what is happening here but we are here to support our merchants 100%! Can you please email us at support at rebuyengine.com (or me directly at john.erck at rebuyengine.com) so we can jump on a one-on-one screenshare to help troubleshoot and setup your account? Rebuy runs on Google Cloud Platform, GKE Autopilot, BigTable, Fastly, CloudFlare, and more to provide sub 50ms response times. We can for sure help out and provide a very fast perfectly setup implementation for you! Again, your experience seems very unique. Please reach out to me directly at john.erck at rebuyengine.com and I'd be happy to help out and do whatever it takes to fix this. Can you share what you had setup on your product page?