Peek! ‑ Better Replay & Survey
Boost sales, SEO with a heatmap & google analytics alternative
Rating
4.8
feedback
2,739
chart
#62
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Nov. 6, 2024
I started a free trial, which I canceled, however they charged me anyway. I have been asking for a refund for 2 weeks and every time I contact them they tell me to wait without any solution.
Hello! When you install the app, you'll start with a 7-day free trial of the Pro plan, not the paid version. You can see how many days are left in your trial at the top of every page in the app. If you decide the Pro plan isn’t for you, you can switch to the Free plan anytime before the trial ends, and you won’t be charged. There is an issue with the refund process from shopify's end. We informed them when reached out to us. They will manually processing the refund. :)
Oct. 14, 2024
You don’t give your clients any opportunity to try the app before asking them to subscribe to a paid plan right from the start. No thanks, we find more value in other apps than in yours.
Hi there! When you install the app, you are not automatically on the paid plan, You are accepting a 7 day free trial of the Pro plan. We indicate how many days you have remaining on the Free Trial on every page of the app at the very top. If you decide that you don't want the Pro plan, you can always downgrade to the Free plan before your 7 day free trial ends and you'll never be billed.
Sept. 7, 2024
Got charged even though app was supposed to be free and now waiting for a respond for a refund since I didn't even use this app and got charged before even the month has finished
Hi there! You are accepting a 7 day free trial of the Pro plan. If you switch to the free plan within 7 days, you will NOT be billed. We indicate how many days you have remaining on the Free Trial on every page of the app at the very top. The 7 day Free Trial allows you to experience the full features of the app that are included in the Pro plan. If you decide that you don't want the Pro plan, you can always downgrade to the Free plan before your 7 day free trial ends and you'll never be billed. Please reach out to us via 24/7 live chat to discuss your refund. We will also be reaching out to you via email. Thank you
Oct. 14, 2023
App Says It has a Free Version, yet the single second i Join or install the app it asks me to approve billing
Sept. 17, 2023
Why is this telling me to subscribe to a monthly service without even letting me in the app or showing me any plans or anything?? Why would I just instantly subscribe to giving you money before I've even tested this app out. I thought there was a free plan?
Hi there! You are accepting a 7 day free trial of the Pro plan. If you switch to the free plan within 7 days, you will NOT be billed. We indicate how many days you have remaining on the Free Trial on every page of the app at the very top. The 7 day Free Trial allows you to experience the full features of the app that are included in the Pro plan. If you decide that you don't want the Pro plan, you can always downgrade to the Free plan before your 7 day free trial ends and you'll never be billed. Hope that helps!
Sept. 7, 2023
It says that it has a free plan available, and when you download you can't use the app unless you accept the charges, so its not true that it's free. I cancel and unistalled. I didn't have the opportunity to try it, I don't trust when they do this. Ive seen the tell you, that they tell you about the 7 day trial, but no. It crearly says FREE PLAN AVAILABLE. So please don't answer with the same stuff.
Hello! You are accepting a subscription for $0.00. If you switch to the free plan you are just billed for 0 usage, which would make your bill $0.00 and Free. Hope that makes sense! A team member will be reaching out to you shortly.
Feb. 17, 2023
app says Free plan available. but once you install it you won't have any option to use free plan. You just got a bug popup saying approve the app charge. Fraud App Edit - Your policy is to essentially accept a 7-day free trail & approve app fees is not ok. I've recently been charged by another app with a similar policy. I downgraded the plan to the free trail the same day but still got charged for the monthly app fee on my Shopify monthly bill. Even though I got my money back after mailing the developer and Shopify support, I still had to pay the tax from the monthly bill that I paid. (The developer refunded the entire app subscription fee but I had to pay 18% tax on that app subscription fee.) Updated on 17/02 - This is unethical. I can see that other people have also been falsely charged by this app. I urge everyone not to use this app, as it will charge you for nothing. It is important to be aware of this and to avoid using this app.
Update 02/17 - Thanks for your reply. While we can certainly understand your frustration, it is fairly common to subscribe to a free trial for a Shopify app. While we can't speak to other apps you've used, all reported instances of incorrect billing on Better Replay simply involve customers being unaware of when their free trial period ended. In each reported instance, we've reached out to the customer to clarify. Regarding the refund you received on another app, if the refund was issued via Shopify you should have received a full refund including all taxes and fees. Hope that helps clarify - let us know how else we can make this right! Update: We've reached out to this client several times to explain how the 7 day free trial works but have not heard back. Hi there. It's a popup to accept the 7 Free Trial. Once you accept the 7 day free trial, you can always downgrade to the Free Plan. Here's a screenshot of the page you are referring to: https://share.getcloudapp.com/7KujOX6R
Feb. 10, 2023
No reason to deduct fees, belong to the fraudulent software. Charged for a month and still can't use paid features. Not recommended to use!
Thank you for your feedback, We've reached out to you via email to resolve the issue. Your store was unable to use the paid features, as you switched to the free plan after being on our paid plan for a month :) We apologize for the inconvenience.
Feb. 5, 2023
I used this app for my store and selected the free package. This is not free at all, I removed it from my store and was still charged. I have emailed and still haven't had a response. Please do not use this, they are not trust worthy or reliable. I am still waiting on my refund.
We've refunded the customer and replied to the email sent. The customer support team was offline during the weekend. We kindly remind all clients that there is a 7 day free trial period. If you don't switch to the free plan before the 7 day trial ends, you will be charged for the growth plan.
Nov. 26, 2022
Chat support tabs states “replies in few minutes’’ that’s a lie. I chose the free plan with 100 monthly sessions. Started having false recordings supposedly of people entering my webpage.Shopify recorded only 7 sessions but somehow there are 45 sessions on the replay app.
Hi there, unfortunately our chat support wasn't available this weekend. We'd be happy to look into this for you and will reach out shortly
Oct. 8, 2022
Because they said it was 24/7, non-existent, contacted for a long time and no one responded, and the same goes for emails, it's a very bad service. I need to request a refund
Sept. 20, 2022
I messaged their LiveChat 3 times asking about Heatmap issues for a week, but never got a response. The screen monitoring sometimes does sometimes freeze.
Nov. 25, 2021
This app was good in the beginning to view how people acted on my website. Now on Black Friday the app is glitchy, probably has to do with my FREE subscription. Let's hope the developer is not that shady to do that. I was actually thinking of upgrading but not now.
Update: This problem was fixed almost immediately after BFCM 2021. We reached out to the store owner but haven't heard back. Strict measures were taken to bring continued stability. - Hi! We apologize for the inconvenience! This is not related to your subscription. We're experiencing some downtime due to Black Friday but it should be restored shortly.
Nov. 25, 2021
When I first installed this app it worked well (of course during the free trial). It showed me the behavior of my customers and it allowed me to make some changes to my site to improve customer experience. Now, weeks later and during Black Friday when the traffic to my site has increased exponentially, I am unable to even open the app. It takes me to an error page and it asks me to log in, when I press that button it takes me to the page to install the app again. This is extremely frustrating. I will be uninstalling this app and finding something that actually works.
Update: We fixed this issue shortly after BFCM last year. We've reached out via email a couple of times, we look forward to hearing from you :) - Hey there! We're experiencing some downtime due to Black Friday traffic but our Engineering team is working to get everything back to normal. This should be fixed shortly!
Nov. 9, 2021
I stared using the app 5 days ago. For some reason it didn't track my page visits and it might be that I didn't set up something correctly, I don't know. The problem is, that the support takes more than 24h to replay and it makes solving the problem one tedious experience. For now, I leave 1 star, as it is impossible for me to use the app. If I have a better experience down the road I will give you an update. /it was recommended app from many people, so I hope things get better./
Hi! We apologize for the delay in our response! Our team is available 24/7 but your message reached the incorrect inbox and for that, we are truly sorry. Upon reviewing your account - recordings are disabled! That's why nothing has been recorded. We'll reach out to you asap! :)
July 16, 2021
The app stop recording visitors, and they and the app automatically set their own settings, like recording only 3% from total visitors The app stop recording visitors, and they and the app automatically set their own settings, like recording only 3% from total visitors
Update July 29, 2021. We've reached out a couple of times but have not received a response from the customer. - Hi there - we apologize for your recent experience with Replay. We limit the recordings for stores with high traffic to help distribute the sessions across the month. However, this is something we can modify on a case-by-case basis. We'll be in touch with you soon!
Feb. 27, 2021
Free then ratings changed... No mails or communcation with many bugs. do not recommend this app at all
Hi! We appreciate you taking the time to share a review. We reached out via email! :) To clarify, we experienced some downtime in the past couple of days but it was solved within less than 24 hours. We look forward to your reply!
Feb. 16, 2021
Not sure how this works, but for me I need to be able to specify IPs to ignore and also I only want recordings coming from Facebook US and that's it, there is no way to set up a campaign tracking... This is so freaking dumb of the creators of this whatever.... Not sure about page speed, didn't feel like testing it after finding out about these stupid limits.
Feb. 10, 2021
Hundreds of site visits. No recordings. Will not be paying for something that simply does not work. Thanks tho.
Update: We were failing to show the most recent activity in the dashboard but the recordings were being saved correctly. This issue was resolved on Feb 10 and we are waiting to hear back from the store owner. - Hi! We sent an email this morning. Recordings are being saved correctly for your store - please reply back! :)
March 11, 2022
Just installed it and loving the app so far. Would love to see the heatmap as well. That would have been 5-stars! Edit; just changed my review to 1 stars. Suddenly the app is no longer free to use and I have to pay to use it with an (up to) $999 USD charge a month.... Haven't received any communication from them about this change and just got prompted to update the app and approve these charges. Really disappointing as I was quite happy with this app. Atleast have your existing users be grandfathered in or something...