Recart: SMS & List Growth
Recart: SMS Marketing for Shopify (Text Message App)
Rating
4.8
feedback
5,474
chart
#3,842
All reviews
Rating Breakdown
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Dec. 3, 2024
BEWARE, WE LOST MONEY WITH RECART - READ THIS BEFORE YOU SIGN AN AGREEMENT. $10,000+ lost in revenue with Recart due to platform bugs. My experience with Recart has been disappointing due to their platform filled with many bugs, declining performance, lack of promised support, strategy, billing discrepancies, and failure to execute agreed-upon tasks. The app and the service has not only failed to deliver on its promises but has also negatively impacted our revenue and business operations. Read my experience below. You will thank me later. Let me explain. Prior to moving to Recart in March 2024 I was using Postscript for 4+ years and generated seven digits in sms revenue by managing it in-house. So i know the technical side, strategy, optimizations and how things should work if you know what you are doing, and if the platform works as intended or not. I decided to move to Recart to save time and because they promised (via email and on their website) they will handle EVERYTHING: strategy, execution, optimizations, AI tests, A/B tests and will match our custom price. It sounded amazing, I was like it can’t be that bad, like what can they mess up, so I pulled the trigger and signed an agreement. Oh boy, was I wrong. PLATFORM BUGS - lost $10,000+ in revenue due to browse, add to cart, checkout abandonment flows not working as good as they work on Postscript. The worst part, I had to escalate and ping their team many times, so finally after few months they “discovered” the bug and apparently fixed it but still it was NOT working as it should. I know this from a fact, when we were for 4+ years with Postscript I would get hit by abandonment flow message almost every week. So my guess is their technology for recognizing users and events is not up to the level compared to Postscript and on the top of that it’s has bugs that they are not even aware of. So if you use Recart you are losing money on these automated flows because the users are not triggering the Recart events and/or they can’t recognize the users. POOR SERVICE - be careful, it’s not what’s advertised, at least it was not for us, their CEO Soma confirmed that there was misunderstanding in the offered service, so basically misleading advertising. I was like why you did not tell me this before? if you sign an agreement ask for detailed scope of work and deliverables along with the cadence. I made a huge mistake of signing an agreement that was super vague and gave them chance to not delivered what was promised. Also depends who is your assigned account manger, and also depends how much you are spending, low spend you are getting minimal support and non US rep. I was also told I’m asking a lot of questions and I’m taking up a lot of their time to address my concerns. NON TRANSPARENT PRICING - there is no way to figure out the charges, applied credits, sms usage, from the platform UI, it’s NOT transparent, even their team has hard time understanding the billing, credits, roll over credits etc it’s all a black box. You can’t verify it yourself. They acknowledge it it’s not transparent. HIDDEN OVERCHARGES - after complaining about their non transparent charges and being unable to verify myself why I was charged the amounts, they told me they are refunding me money because they apparently discovered an issue with roll over credits or whatever it was. Imagine If I was not doing my due diligence, no one would have discovered the issue. So now imagine how many of the brands that use Recart were potentially impacted by the same issue and the bugs I have discovered? Incorrect Attribution and Inflated Metrics - We had agreed on a specific 1-day click attribution model to track performance accurately. Despite multiple confirmations, Recart applied a different attribution model, inflating performance metrics for several months. The issue was only corrected after I escalated it on June 3rd, meaning all prior data was unreliable. Lack of Reporting and Strategic Support - there was a period of 2+ months where we haven't received any performance reports, there was a noticeable absence of strategic guidance and poor execution. We haven't had any strategy sessions or received proactive recommendations for over two months, leaving us without direction in our SMS marketing efforts. Billing Discrepancies - Our contract clearly stated a rate of $0.0075 per message, but we've been consistently billed at approximately $0.0077 per message. While this might seem minor per message, over thousands of messages, it results in significant overcharges, violating our agreed payment terms. Other promised services that were not delivered: Incorrect URLs in Campaigns: Despite clear instructions and agreements, campaigns went out with incorrect URLs, confusing customers and potentially losing sales. Scheduled Campaigns Not Sent: Planned campaigns were missed, leading to lost revenue opportunities. Flows Not Reactivated: Critical flows weren't updated to reflect current offers, rendering them ineffective. Abandonment Flows Malfunctioning: For over six months, I didn't receive any browser, checkout, or add-to-cart abandonment SMS messages, indicating these flows weren't functioning properly. No A/B Testing: We were promised proactive A/B pop-up testing and AI-driven personalization, but these initiatives were never implemented. Gave them 2 stars, because they were kinda trying to make things right but mostly because they finally agreed to terminate the agreement with no penalty, however the damage is done, they are aware of it, and they still owe me $5,000+ due to the automations not working properly. As soon as I moved back to Postscript I made more revenue with the abandonment automations in 3 days than Recart abandonment automations generated in 7+ months. That’s how bad their platform and technology is. They should also compensate me for the time I spent discovering all the crucial bugs and issues on their platform.
Oct. 17, 2024
Using Recart has been a huge advantage for our company! So glad we chose to switch over to this app.
Oct. 16, 2024
We moved over to Recart almost a year ago and took our barely skating by SMS program to a whole new level. The support they provide is fantastic and their constant testing and iterations on the pop up has driven opt-ins as high as 13%. Our list size has grown by leaps and bounds and every campaign is a money maker. I recommend them to everyone who will listen! Fantastic app, fantastic service, and crazy good metrics.
Oct. 11, 2024
Terrible customer service. Soma, the CEO, has no better customer skills. If I could have left zero stars, I would have. UPDATE TO THE CEO'S RESPONSE: Yes, while I do agree that there were billing issues and appreciate the fact that Recart was working with us and we had entered an agreement with you. What can't be dismissed is the Alice Pai, your head of client success, is and was extremely rude and condesending to us from the very begining. So much so that we had to call her out on in some of the emails, which I will gladly share with anyone that wants to read them. What also can't be dismissed is that Recart had entered into an agreement with us to which they did not fullfill. Instead what Alice did was nothing. Because Alice couldn't do her job, what she did was run up our bill over $3000 dollars and then expected US to pay it off completely "or else". Then you Soma, the CEO, got involved. You again said we need to pay the full balance or you would suspend our account. Again, a balance your company ran up because YOU failed to honor the agreement. I offered a payment arrangement to which you declined and suspended my account before a weekend. I could not send text to my customers for the weekend which cost me sales. Then on the following Monday, you decided you would accept my payment arrangements. YOU suspended my account for the weekend to intentionally hurt my business. Then when you decided to re-activate my account, my number NEVER got verified. I couldn't send a text for an entire week! All this while I was trying to get away from your company. It took less than a day for the new company to get my number verified. My guess, the number was never submitted by your company to get verified. Another intentional act on your part to hurt my company. So did I get a little upset with your company and send some emails telling you how I felt about Alice....I sure did! Were some of those on the unprofessional side, yes. But YOUR actions, caused my reaction. Alice is far from professional and you SOMA, not taking responsibility for your company failures and trying to put it on my company and then intentionally hurting my company and family.....take a look in the mirror. This would have NEVER happened if you and your company had any integrity and did what they said they were gong to do. Anyone reading this, please feel free to reach out and ask for emails. I will gladly send them to you. This company has gone downhill drastically since we had signed on with them. If you don't do what they demand, they will hurt you. ALSO, you DO NOT HAVE IMMEDIATE ACCESS TO THE CONTACTS THEY COLLECT FOR YOU. You have to request your contact list and then they will get it to you, when they can. You pay for them to collect that data, you should immediate access to your property.
Hi Ian, Thank you for sharing your feedback. We’re truly sorry to hear that your experience didn’t meet your expectations. After thoroughly reviewing the situation, I’d like to clarify a few points. While there may have been minor missteps along the way, our team consistently worked to support you with the best intentions, even during challenging circumstances, including times when billing issues arose. However, throughout the engagement, we encountered communication that did not align with respectful and professional standards. Our team members were subjected to language and behavior that no professional should have to endure. For these reasons, we have made the decision to discontinue our services to you and your business. We wish you the best moving forward. Best regards, Soma - Founder & CEO at Recart
Nov. 14, 2023
I love the numbers coming in from our campaigns and flows, especially the welcome; it offers a personal touch with conditional splits that really engage our customers. And it really gets results (sales). At first, I was concerned about our opt-ins, but our rep, Jordan, did more than just provide awesome suggestions — he also worked with us to create different versions, like a step with email and text at the same time. Our signup conversions improved dramatically, jumping from 1.25% before Recart to 7% for email and almost 5% for SMS.
Hi there, We wanted to say thank you for your awesome review! We genuinely appreciate your support and the time you took to share your positive experience! Your feedback fuels our passion, and we're excited to keep delivering top-notch value to users like you. It's truly rewarding to hear that our app has had a positive impact on your Shopify journey, and we are delighted to know that Recart has met your expectations and increased your opt-in rates. Your feedback serves as a testament to the hard work and dedication of Jordan and our entire team. We're thrilled to have Plum Deluxe Tea as part of our community, and we promise to continue working hard to exceed your expectations. If there's ever anything specific you'd like to see or any additional features you think would enhance your experience, please feel free to share your thoughts. We value your input immensely. Thank you once again, and here's to more great experiences ahead! Best, The Recart Team
Oct. 31, 2023
We've been working with the Recart team for nearly a year. They are very helpful, immediately respond, and are always eager to help. All in all our experience has been positive, no issues, and it has helped us grow our subscribers as well as increase our ROI. We recommend them.
Hi there, Thank you so much for taking the time to share your positive experience with us! We are so thrilled to hear that you had such a great experience with us. We are always striving to provide our customers with the best, so your feedback is incredibly valuable to us. We will continue to work hard to meet and exceed your expectations. Thank you again for your kind words and support. We look forward to continuing to help Prop Money grow and flourish! Best, The Recart Team
Oct. 30, 2023
We love using Recart. The app is intuitive and easy to use. They have awesome technical support, but what's really blown us away is the support around strategy, ideas, and implementation of those ideas directly with their team. So rad!
Hi there, We are delighted to read your glowing review! Your satisfaction is our top priority, and your kind words mean the world to us. Thank you for highlighting our team's exceptional customer service. We take pride in providing a helpful and enjoyable shopping experience for every customer. Your feedback is truly invaluable as we continuously strive to improve our offerings. We are committed to exceeding your expectations and making you a lifelong customer. Thank you again for choosing us. We look forward to helping Keep Nature Wild continue to grow and share your amazing apparel with as many people as possible! Best, The Recart Team
Oct. 30, 2023
What an incredible app - truly has taken our DTC brand's revenue and owned marketing efficiency to the next level. Really enjoying the automation capabilities and the interface on Recart. Plus, the "packs" the team drops for us (automations, popups, pre-built flows) seemingly on a quarterly basis are an incredible add-on and take a ton off of my plate. Highly recommend!
Hi there, We're over the moon to receive your fantastic review! Your kind words about our templates and the automation we offer are deeply appreciated. We take great pride in creating an experience that exceeds expectations. Your feedback is a vital part of our growth and development. We'll continue to refine our offerings to ensure your continued satisfaction. Thank you for choosing us and sharing your wonderful experience. We look forward to working alongside you at Rejuvia for years to come, bringing restful night's sleep to homes everywhere! Best, The Recart Team
Sept. 20, 2023
This used to be a great app but my Facebook page disconnected (the success of this depends on it) I emailed days ago to 3 different support emails and 2 on the chat and not one reply. I am losing sales and will be searching for a better alternative. Beware. They take money but customer support has suddenly become non existent. Not happy.
Hi, we greatly appreciate your feedback and would like to extend our sincerest apologies for the less-than-ideal experience you encountered. Your input is invaluable to us. We understand that you initially reached out to us through our Support channel, and regrettably, it appears that our response ended up in your SPAM folder. We subsequently made additional attempts to contact you directly via email, but we acknowledge that some time had passed by then. We have thoroughly reviewed our internal procedures to enhance the deliverability of our messages, ensuring that such issues are avoided in the future. Additionally, we had taken immediate steps to address your concerns by issuing a full refund for the last month's service. If there is anything else we can do to better support you or if you have any further concerns, please do not hesitate to reach out. Your satisfaction is of the utmost importance to us, and we are committed to providing you with a more positive experience going forward. Once again, we apologize for any frustration or inconvenience you may have encountered, and we genuinely appreciate your feedback, as it assists us in improving our services.
Nov. 2, 2022
Awesome app and support! Started seeing results pretty much immediately Best support service we have had in years!
Thanks so much for your feedback. We are delighted to hear you are satisfied with our services. :) Let us know if we can help with anything. Best, Recart team
Oct. 29, 2022
Recarts program is God sent. My clients are happier because they've never gotten so many consistent sales. It was a strain on me to figure out when to have a sale for my company, so I was having sales only during major holidays. Like, 4 times a year. Now, since hiring Recart and working alongside Jordan my account manager at recart we have sales every month and I can't keep product on my shelves. Recart gave me REAL CEO PROBLEMS! Jordan's visions for the sales to have are always on point. He creates the best copy and call to actions for our subscribers. I'm just happy to have recart on my team! Let's goooooooo! Thank you Ceo, and Jordan!
Thank you so much for the awesome review! Jordan is indeed an awesome account manager however you're the real deal ;) Keep up the good work and let's reach for the sky! Recart Team
Sept. 15, 2022
At first, we thought that we found the right app for our business, our Facebook messenger blast works really well, but suddenly the performance of this app fluctuates, as we noticed during our monthly sale, total message sent decreases until the campaign just activate and do nothing. We try to seek help to their Support Team but unfortunately, they can't also provide us the answer why it happens, Vivien, one of the CS Support just tell us that their experience with Sponsored Messages is still the same, it is a hit or miss, meaning they are not confident that the app performance will work for us.
Thank you for your review, we are sorry you had an unpleasant experience with our app. Please note that Recart has no effect on the delivery of Sponsored Messages, this is completely handled by Facebook. We reached out to you in a separate email to make sure your Sponsored Message setup is correct. Best, Recart team
Sept. 7, 2022
It's free money... great support! If you aren't doing anything with your SMS this is the best option for you.
Thank you so much for the great review :) Keep up the good work! Best, Recart team
July 27, 2022
Get eight times more sales. A bold claim. Even though we had paid social media ads explicitly made for driving traffic to our store, all of our sales did NOT use the promo code you could get by signing up to text messages by Recart. Long story short, our customers are better off paying the retail price than giving away their phone numbers for a 15% off on their purchase. Perhaps Recart drives sales up for lower-priced items or a different industry than ours. Electronics shop owners, pass on this one. It will take valuable time for you to set up this correctly, and it's not worth it. You are better off pushing more sales through promotion inserts in your packaging, giveaways on social media, and 5-star reviews. My two cents.
We’re sorry you had a negative experience with our free trial program! The 8X ROI guarantee is only feasible when there’s a minimum level of traffic coming to your store. Our team should’ve reviewed your store stats in more detail and communicated this at the beginning of the trial to set proper expectations. Again, our apologies for any miscommunications. Please let us know if there’s anything further we can do. Best, Recart Team
July 1, 2022
Hands down the BEST SMS app I love the support you get one on one support. I also have the best Rep Jordan he takes care of us. If you are considering sms highly recommend recart.
Thanks so much for the superb feedback, we are truly happy to see you recommend Recart! :) Let us know if we can assist with anything. Best, Recart Team
June 29, 2022
When ever I run a sale I use recart for text messages! I also have an auto discount on my home page. I was hesitant about the discount at first but it helps. I work with Greg and he's awesome. Thanks Recart.
We're thrilled to hear this! Greg and the rest of the team will always be here to assist you in the future :) Best, Recart Team
June 29, 2022
A really cool app. I love that it sends people through a cool Facebook messenger chatbot experience that is funny and entertaining right out of the box with templates. Love it!
Thank you so much for the awesome feedback. Feel free to reach out to us via email or chat anytime you have a question. Best, Recart Team
April 12, 2022
Beware!!!!! This app is a complete waste of time and money. We added it to our store and did paid facebook ads to get new subscribers. Once we decided to send our subscribers a notification of our sale and a discount code we discovered you have to pay a huge amount via a new facebook ad just to notify your subscribers. PLUS, Facebook will not deliver Sponsored Messages unless you have minimum 1000-2000 subscribers. What a waste of money to have gained the subscribers and also be charged on the first day by Recart yet we couldn't even communicate with our "own" subscribers! Huge waste of money and also the time we spent on all our new messenger flows! Have just deleted app and lost all those subscribers. Do not recommend at all!
Thank you for your review, we are sorry you had an unpleasant experience with our app. Please note that Recart has no effect on the pricing and the delivery of Sponsored Messages, this is completely handled by Facebook. Also, the subscribers Recart collected belong to your Facebook Page, you do not lose them by uninstalling the app. Recart offers a 14-days free trial, once it expires you can subscribe to a paid plan, and only then you would be charged. We have reached out to you via email to clarify the issues and we are looking forward to hearing back from you. Best, Recart team
March 6, 2022
Awesome app. Have been using it for about 3 months and so far has been paying off quite well. Keep up the good work!
Thanks a lot for sharing your experience! Keep up the good work and please do not hesitate to reach out if you need help :)) Recart team
March 28, 2022
This app is super glitchy. It stops working each month and you lose sales because of this. Support takes hours - days to reply and still Can’t fix the issue. I recommend researching for a different app
Thanks a lot for the review. Should you be facing any issues with the app could you please reach out to us at [email protected] so we can assist you. -Recart Team