TrustWILL Product Reviews App
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increíble atención y amabilidad
Bien rápido resolvieron mis dudas
its not free to import same rewiew
Hello Vollara Shop, I’m Joey, the Customer Success Manager at TrustWILL Reviews. Thank you for your feedback. I’m sorry for any confusion regarding our pricing structure. We do offer a generous free plan that includes essential features to help new stores grow. However, certain advanced functions, like bulk importing from certain platforms, are part of our premium plans to cover the high server and API maintenance costs. We noticed you’ve uninstalled the app, but we wish we could have discussed this with you earlier! We are often happy to provide extended free trials or custom plans for merchants who are just starting out. If you’re still looking for a powerful review tool, I’d love to invite you back. Contact me at [email protected], and I’ll personally arrange a special discount or an extended trial of our premium features so you can experience the full value without immediate cost. Best regards, Joey Accoun Manager TrustWILL Reviews
Shan is very successful in her job, thx
Great potential — but unreliable email system and poor technical support. The app offers a lot of good customization options, integrations, and multilingual support — but unfortunately, that’s where the positives end. The main issue began when I tried to use the app to collect reviews via email campaigns. According to their Starter plan, this feature should work, but in reality, all outgoing emails were flagged as spam by recipients’ mail servers. So even though the app technically sends emails, the feature is unusable in practice. On the Growth plan (more than twice the price), they claim you can solve this by sending through your own domain. That’s when the real problems started. The support team replies very quickly — but unfortunately, that’s the only good thing I can say about them. They rarely understand the issue, and each time I replied, a new support person took over and sent completely different — and often contradictory — instructions from the previous one. Worse, they asked me to add DNS records that violated basic DNS rules and would have broken my domain if I hadn’t known better. Every time a new person took over the case, I had to re-explain the entire history because no one read the previous messages. After many frustrating exchanges, I eventually figured out which email service they were using and managed to get it working myself. Everything seemed fine until I asked them to fix the sender name — and they broke the configuration again, then told me to reinstall the same incorrect DNS records they’d suggested before. At that point, I gave up. I’ll be looking for another app where the technical support actually knows what they’re doing. If you’re looking for a reliable app to automatically send review requests via email — stay away from this one.
Hi Mikael, I’m Joey, the account manager from Trustoo. I just saw your feedback, and I immediately reached out to our dev support team to understand the full situation. I want to sincerely apologize for the confusion and frustration you’ve experienced. I completely understand how upsetting it must feel — especially when something that was already working suddenly stopped, and when you had to explain the same issue multiple times to different people. You’re absolutely right — that kind of experience is exhausting. Our support team operates 24/7, so cases are sometimes handled by different specialists in rotating shifts. That can unfortunately increase communication friction, but it should never be an excuse. We always require our team to carefully review the full ticket history before replying — no one should ever make you repeat your issue again. If that happened here, that’s entirely on us, and I truly apologize. I’ve already spoken with our support leads — the specialist involved has been held accountable, and we’ve arranged further training across the team to strengthen both coordination and technical accuracy. I really appreciate that you took the time to describe what went wrong; your feedback is helping us fix real issues. After checking with our dev team, we reviewed all operation logs step by step. It seems there may have been a misunderstanding during communication, so he created the new configuration without changing the previous one. That likely led to the inconsistency. At this point, going back and forth over where exactly the misunderstanding happened may not be helpful anymore. What matters is fixing it. If you’re open to it, our senior developer can perform a remote session with you to check everything directly and resolve it immediately. But I completely understand if, after all the back-and-forth, you’d prefer not to go that route again. I also noticed that you’ve uninstalled the app, which I completely understand — reading your previous messages, I can tell you were very patient throughout this process, and even in your review, you still mentioned some positive things about Trustoo. That honestly means a lot to me, and it shows what kind of person you are — fair, patient, and constructive. It’s really sad for me and our team to lose such a user. Even if it might be too late to win you back, I still want to express my sincere apology. I’d like to offer a small gesture — I can credit back the amount you paid for your Starter plan directly to your account. This credit can be used to offset any future billing. Since the payment hasn’t been processed through Shopify yet, a direct refund isn’t possible on our end, but this method ensures you don’t lose anything. Would that be acceptable for you? I truly hope you can give me a chance to make things right. If I had known about your case earlier, I would have personally coordinated everything for you until it was solved. I’ve also sent you a separate email from [email protected] in case Shopify’s review reply doesn’t reach you — you can simply reply there if that’s easier. Thank you again for your time, and for your honesty — even though the message was tough to read, it’s something we needed to hear. I really hope to receive your reply and have the opportunity to make this right. Warm regards, Joey Account Manager | Trustoo
Jensen is the sweetest! she was very patient and helped me out trough the process and also the app is really qualitative and easy to handle even for beginners! i will surely upgrade my plan later on when I finish to work on the shop.
not working, keep saying something went wrong, checked everything still facing issue
Hi Dusala-official, I’m Joey, the account manager from Trustoo. I just came across your recent review and felt truly sorry to see that you faced issues — especially since I couldn’t find any previous record of you contacting our support team. That makes it a bit hard for me to understand exactly what went wrong, but I really want to help you get it fixed as soon as possible. Could you please share a bit more detail about the problem you encountered? For example, what specific part of the app wasn’t working or any error message you saw? Once I know more, I’ll make sure it’s solved quickly for you. It honestly feels like such a pity to lose a valuable user like you without knowing what caused the trouble, and I’m genuinely sorry for the frustration this has brought. If you’re still using Trustoo, I’d love to make it up to you — to thank you for choosing us and to apologize for the initial setup issues, I can help upgrade your review display limit or apply a special discount for you. Please just let me know which option you’d prefer, and I’ll personally take care of it. Looking forward to hearing back from you, and I’ll do everything I can to turn this around for you. Warm regards, Joey Account Manager | Trustoo
Costumer support was very efficient, Pia was very supportive and fast reply.
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