Recart: SMS & List Growth

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.

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.

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!

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

Jan. 4, 2021

We were getting some inaccurate 'Extra Sales' claimed by Recart so we started to write down the 'Extra Sales' and our actual sales on Shopify since 22-Dec-2020, we compared the data each day, unfortunately, almost 80% of the 'Extra Sales' are not really matching our actual sales. Let's take the most recent data on 03-Jan-2021 as an example, Recart said we've got 2 orders as the 'Extra Sales', however, we got only one order on that day. This is just one of the many inaccurate data we are having. Not sure if other users are having the same issue like ours? We sent messages to the customer support team. At the beginning, they said we should use the unique promo code for Recart - And yes we did, but the Extra Sales didn't match. We provided the screenshot showing all the proofs. And then the last reply we got is as below: "I have looked into the Sponsored Message and it had a different discount code, that I think you have not sent over previously. I have removed this code from the Sponsored message now, because I believe the code was still active, and that is why Recart kept attributing sales from it. Regarding the difference of the Extra Sales what you see on the discount code in Shopify and in Recart, the explanation is the purchases when the user does not redeem the code, but comes back to the store from a Recart message. A sale is attributed to Recart if a customer opens or clicks a Messenger notification sent by Recart and makes the purchase in the next 72 hours. Therefore, the code does not have to be used for Recart to count the Extra Sales, it is enough to get the message and purchase in the following 72 hours. Please let me know if it makes sense." I think they are telling us no matter if the sales are with the unique Recart code, or without the code, they can be counted as the 'Extra Sales' from Recart, so we've got to pay the higher monthly rate. That's ridiculous! On 03-Jan-2021, we got one order, and you claimed we got two orders and all these two orders were from Recart. How we can verify? Anyone has the same concern? We are happy to pay higher if Recart is really generating the extra sales for our store. But their replies are irresponsible and they don't even provide a solution on how we can verify where are the sales really from! Will keep spreading this out, reporting to Shopify and other social media platforms until we get a CORRECT ANSWER!

Dec. 17, 2020

We were really pleased with the guidance and support in getting set up I honestly can not fault them as a company with regards to attention to their customers, Anca was dedicated in looking after us and our business. Sadly shortly after installation facebook changed the way in which messages can be delivered which meant that we could not collect subscribers which was 80% of the point of installing the app, to offer a discount on a new messaging channel in return for future direct marketing opportunities. After FB's changes to all EU stores this was no longer possible. We flows which we set up to engage the customers who abandoned carts were also effected by this, without buttons they would no longer be able to return to cart to checkout from the message. We would also not be able to message anyone we had spoke to before on messenger.. along with many other limitation including no images in the messages also which was a shame. Its not the fault of RECART, I don't blame them as the changes facebook made due to GDPR were out of their control, however billing us for a product that did not work at all was more than a bit harsh. I think we should have been given an apology for all hours we invested into setting up the flows within the app, and refunded in full or had the option to be refunded in full. To be honest I think legally because the product was absolutely no longer as advertised they must refund us... but I would rather state my disappointment here and go our separate ways than chase a company for a wasted $300.

Oct. 28, 2019

All the reviews on this app have been great so we gave it a shot. We found it to be virtually useless over 2 weeks. Wouldn't recommend.

March 6, 2019

Installed this and tested it for about 5m and had all sorts of issues. On my iPhone X the button to send to messenger wouldn't work so right after I add to cart I get a pop-up that doesn't work. I had another person try it and it's not a one-click solution, you click, then it opens another page and then asks you to authenticate again. Most of our users are mobile and taking someone that just added something to their cart to a whole new page and through several clicks just isn't going to work for us. The chat also made me authenticate on my phone, so it was not seamless either. In all of the marketing material it shows a simple click to opt-in, but doesn't mention opening a new screen on mobile and then having them authenticate again through facebook. I don't want to take anyone out of a purchase flow to another page. Great idea, but still needs some work.

Oct. 1, 2018

Public service announcement: Think very carefully when you install these abandon basket apps. Why? 'cos they don't work? Nope...because the developers credit themselves with transactions that actually aren't attributed to their app driving a sale, and then charge you for it. If you are using only this app, then fine...but you should be asking yourself why you are ONLY using this app for abandon basket. That is not very clever. If you are using multiple methods, E.g. Facebook DPA, emails, web push and this app, then you're in for a rude awakening. Why? Because of their attribution model. Let me give you a concrete example. A customer comes to your site, abandons a basket. Your abandon basket email fires 1hr later, your web push or SMS maybe some time later, and your FB message from Recart. The moment a user OPENS the fb message, they attribute the sale to their app, but it could have been the email or the SMS that actually convinced the customer to come back and buy. Not only this, but they say "Oh in some cases the FB app won't report on the open. In this case [even worse], we attribute any sale within 72hrs to Recart". This is literally criminal. Obviously it is in their best interest to falsely attribute sales to their app because they charge you more, the more carts it 'saves'. THINK ABOUT, and thank me later. I think they are preying on people with limited marketing knowledge and lack of understanding of attribution to fill their pockets. Oh one other thing, they are smart, they get you to write a review to extend your trial period. That is why they have so many 5 star reviews. To me, the entire ethos around this is underhanded.

Aug. 25, 2018

They broke my themes, my product picture is not appear since i installed. The report is fake and they report a sales that never happened.

July 24, 2018

App does not work properly..keeps sending cart reminders to customers that have already completed an order (and sending them the 10% off discount cart reminder to really infuriate customers!..have been waiting a long time for a response from the developer who cannot seem to fix the problem..they don't respond to emails asking when it will be fixed..terrible service, app has caused me more issues than benefits

Aug. 3, 2018

Not a stable App! It keeps sending cart recovery messages to the customers even after purchasing which is very annoying and many of my customers reported.

Sept. 17, 2018

I just realized all my emails were sent to the spam folder, also, no new features in the past 6 months...

March 22, 2017

This was a pretty good app during the trial. I really liked it. The data by the way is incomplete and there are many errors. While my trial was live this company apparently changed hands and the price more than doubled. After much thought I decided to give it a try and pay for the app. I signed up. Nothing has happened. The app is not working. I'm paying but nothing. I see a few collected emails here and there, but nothing like before. I have uninstalled and reinstalled it and nothing. Slow response by support to my inquiries. I'm going to have to cancel the service and request a refund or contact my credit card company for non-delivery. I am so disappointed. I was hoping that this would be a good thing.