Searchanise Search & Filter

Hello! We are truly sorry to hear that you faced this issue with our app! It's our goal to handle such cases as quickly as possible. We already replied to your message to our support team and suggested a possible solution. If it doesn't work, please let us know so we can find a better one for you. If you give us one more chance, we will do all we can to make sure our app functions properly in your store. Thank you! Best wishes, Searchanise team

Hello, We are very sorry to see you experienced such an issue with our app! After checking your store, we found out you had our Filters on collections feature manually installed via theme files. In this case, if you'd like to stop using Searchanise and get back to your default collections, you need to manually remove the Searchanise code from your theme files. Otherwise, there might be issues with the collection page display which is what happened in your case. We are always ready to do the work for you in such situations. That's why we contacted you via email requiring the necessary details for the task. Please reply to our message if you'd like us to help. Additionally, we'd like to note that we appreciate your feedback and we will explore some options to improve the current Filters on collections setup. Our main goal is to make our app as user-friendly as possible. Thank you for helping us see the areas to improve! Best wishes, Searchanise team

Hello, We are extremely sorry to see our recent issue affected your store and your sales, especially on Black Friday. As we see, it was fixed by our developers within an hour. Nevertheless, we have carefully examined the situation. It appears that we had a partial degradation of our search functionality which affected 7-10% of our clients. When it comes to the Overall uptime of our search, this year it was 99,975%. Additionally, we’d like to note that when our search is not available, the Shopify default search should be active instead. When it comes to our Filters on collections feature, we currently have a so-called fallback mechanism for that: when our widget doesn’t load on a collection, a redirect to the default Search results page happens where your customers can see products found for the query of the collection title. E.g. if a collection is called Dior, your customers will be redirected to the Search results page with all the products found for the ‘Dior’ search term. In case this mechanism didn’t work for you during our issue, please let us know - we will gladly investigate it. Still, we understand that you happened to be one of the clients affected by this issue. Therefore, we'd like to let you know that our development team already made significant improvements to our system by expanding our server resources. We also have more plans for improvement. For instance, we're considering options for making our monitoring system more advanced. It will be a complex task and we're ready to give it our time and attention so any potential issues are detected and fixed faster. As we see, you remained our customer. Thank you for your trust! We will do all we can to make our service better for you. If you still have any questions regarding this whole situation or anything else, feel free to contact us at [email protected]. Best wishes, Searchanise team

Hello, We are very sorry to see our recent issue affected your store and your sales! As we analyzed, it was fixed by our developers within an hour. Nevertheless, we have carefully examined the situation. It appears that we had a partial degradation of our search functionality which affected 7-10% of our clients. When it comes to the Overall uptime of our search, this year it was 99,975%. Additionally, we’d like to note that when our search is not available, the Shopify default search should be active instead. When it comes to our Filters on collections feature, we currently have a so-called fallback mechanism for that: when our widget doesn’t load on a collection, a redirect to the default Search results page happens where your customers can see products found for the query of the collection title. E.g. if a collection is called Jeans, your customers will be redirected to the Search results page with all the products found for the ‘Jeans’ search term. In case this mechanism didn’t work for you during our issue, please let us know - we will gladly investigate it. Still, we understand that you happened to be one of the clients affected by this issue. Therefore, we'd like to let you know that our development team already made significant improvements to our system by expanding our server resources. We also have more plans for improvement. For instance, we're considering options for making our monitoring system more advanced. It will be a complex task and we're ready to give it our time and attention so any potential issues are detected and fixed faster. As we see, you stayed with us and we truly appreciate it! It means the world to us and we will do all we can to make our service better for you. If you still have any questions regarding this whole situation or anything else, feel free to contact us at [email protected]. Best wishes, Searchanise team

Hello, We are very sorry to see our recent issue affected your mobile search! As we see, it should be fixed by our developers already. Nevertheless, our main priority now is to examine all the details of this situation. We just contacted you via email since we'd like to have a quick call with you to discuss this issue and how it affected your store in particular. By the way, we can cover the Add to cart issue, too. We hope we can talk to you soon! UPDATE 04.12.2024: We assume you haven't received our emails and we're sorry to see it! It appears as though our emails end up in the Spam folder or something else happens. To ensure we can talk we sent you a new email using different contact info associated with your store. Additionally, we enabled the Live Chat feature for you. We hope we can talk to you soon! Best wishes, Searchanise team

Hello, We are very sorry to see our recent issue affected your store and your sales! As we analyzed, it was fixed by our developers within an hour. Nevertheless, we have carefully examined the situation. It appears that we had a partial degradation of our search functionality which affected 7-10% of our clients. When it comes to the Overall uptime of our search, this year it was 99,975%. Additionally, we’d like to note that when our search is not available, the Shopify default search should be active instead. When it comes to our Filters on collections feature, we currently have a so-called fallback mechanism for that: when our widget doesn’t load on a collection, a redirect to the default Search results page happens where your customers can see products found for the query of the collection title. E.g. if a collection is called Treadmills, your customers will be redirected to the Search results page with all the products found for the ‘Treadmills' search term. In case this mechanism didn’t work for you during our issue, please let us know - we will gladly investigate it. Still, we understand that you happened to be one of the clients affected by this issue. Therefore, we'd like to let you know that our development team already made significant improvements to our system by expanding our server resources. We also have more plans for improvement. For instance, we're considering options for making our monitoring system more advanced. It will be a complex task and we're ready to give it our time and attention so any potential issues are detected and fixed faster. As we see, you remained one of the Searchanise customers. Thank you for your trust! We will do all we can to make our service better for you. If you still have any questions regarding this whole situation or anything else, feel free to contact us at [email protected]. Best wishes, Searchanise team

Hello, We are truly sorry to see you're dissatisfied with our app and our support team! We indeed experienced an issue with our Filters on collections feature that prevented us from taking into account the category conditions. That's why the products shown in some collections were incorrect. The good news is that the issue is fixed. To apply it to your store as well, some manual changes need to be done in your Shopify store. We understand that it can be time-consuming, that's why we suggested to do that ourselves. In our latest email to you, we described the permission we need for that. As we see, we didn't get a reply from you. If you're ready to give us another shot, please reply to our email - we will gladly help you as fast as we can. Thank you! Best wishes, Searchanise team

Hello, It's very sad to hear you faced this mobile image issue! As we informed you via email, it was caused by the theme code and our developers fixed it for you. Please let us know if you still need our assistance. As for the fact that we didn't help, we are very sorry for not fixing it faster! At that time, we were experiencing a high load of tickets. However, we do understand that helping clients faster is crucial to any business. And we have great news: we hired more people for the customer support team and organized training activities to improve our service. Additionally, we have made our chat support available 24/7. Feel free to contact us there through our admin panel or via email at [email protected]. Best wishes, Searchanise team

Hello, We are truly sorry we disappointed you with our slow response time! It's caused by the fact that we're experiencing a high load of tickets due to an increased number of installations. Plus, as we analyzed, many of our new clients replaced our competitors' search apps with our app, which also contributed to an increase in installations. We definitely understand that we had a problem with response speed. Fixing it was our main priority. So now we have good news for you: we hired more people and also organized team training activities to improve our service. As we see, you are still using Searchanise. Thank you very much for staying with us! Our team is now stronger than ever so feel free to contact us with any questions. Best wishes, Searchanise team

Hello, After checking your ticket and all the emails we received from you, we can say that we sent you replies with an average speed of 53 minutes. We were never ignoring you, we needed some time to look into your problems to find a solution. Sadly, it wasn't fast enough for you and you continued our communication using inappropriate language (profanity) and insulted our support agents. In the end, we saw you uninstalled our app so we didn't get a chance to help you, unfortunately. We are always here for our clients and we're eager to help with all the issues they might face with our service. We are sorry this whole situation ended up this way. Best regards, Searchanise team

We are truly sorry the setup process turned out to be so challenging! We appreciate your feedback here. We would be happy to receive more details from you on the app areas we can improve. It's always welcome! By the way, we are eager to help you with all your questions. Our support team is always here for you and we also communicate with our developers daily when assistance requires more technical input. So, if you are ready to give us another shot, please contact us at [email protected] Best wishes, Searchanise team

We're devastated to see your experience with our support team was so disappointing! After looking into it, we found both of your tickets and noticed that we sent replies on the same days when you reached out to us, yet they weren't delivered due to the following error: "Email dropped as the email account that you tried to reach does not exist. Please verify the recipient's email address for typos or unnecessary spaces". We're sorry to see this issue prevented you from getting our replies! Please contact us again from a different email this time. We will be happy to help you and finally provide a solution. Thank you! Best wishes, Searchanise team

We’re very sorry to hear about the issues you’re experiencing with the search functionality. Ensuring accurate search results is important to us. Please reach out to our support team so we can investigate and resolve this for you as quickly as possible. Best regards, Searchanise team

We are sincerely sorry to see your experience with our app was so disappointing! The downtime is a serious issue and we understand why it makes you so frustrated. Right after the issue was fixed, our developers started the investigation process to figure out what exactly went wrong and how we could avoid it in the future. See, in such situations, our system automatically switches to the default Shopify search and collections display to ensure your store remains operational. As we understand, you also experienced complete unavailability of search results and collections, just like some of our other clients. This is unexpected behavior and we are currently running the test to see why it happened. As for communication with support, we have checked your ticket and see that you have received an initial answer in 13 minutes. The chat functionality in your admin panel appears to be working and as far as we know, it wasn't turned off during the technical downtime. As for the phone support, we indeed see that we didn't reply and we apologize for that! We will work on it so we don't miss any calls or so we call you back in the shortest time. We also left you a reply via email to discuss the potential resolution to the issue with financial losses. We look forward to hearing from you. Best wishes, Searchanise team

Thank you for letting us know you faced an issue with our app. We are sorry to see you didn't get the chance to properly test Searchanise! As we stated in the email we sent recently, our app was installed in your store back in 2020 and as the 14-day trial was used up, you didn't have it now. It's okay because we are always eager to allow you to test our app again. We will surely add more trial days to your store so you can have a fresh understanding of what Searchanise offers. If you are ready to give us another chance, please reply to our email. Please also remember that our support team is always here to help with trials or anything related to our app. Our email address is [email protected]. Best wishes, Searchanise team

Hello, We are very sorry to see our recent issue affected your store, especially on Black Friday! As we analyzed, it was fixed by our developers within an hour. Nevertheless, we have carefully examined the situation. It appears that we had a partial degradation of our search functionality which affected 7-10% of our clients. When it comes to the Overall uptime of our search, this year it was 99,975%. Additionally, we’d like to note that when our search is not available, the Shopify default search should be active instead. When it comes to our Filters on collections feature, we currently have a so-called fallback mechanism for that: when our widget doesn’t load on a collection, a redirect to the default Search results page happens where your customers can see products found for the query of the collection title. E.g. if a collection is called Pillowcases, your customers will be redirected to the Search results page with all the products found for the ‘Pillowcases’ search term. If this mechanism didn’t work for you during our issue, please let us know, and we will gladly investigate it. Still, we understand that you happened to be one of the clients affected by this issue. Therefore, we'd like to let you know that our development team already made significant improvements to our system by expanding our server resources. We also have more plans for improvement. For instance, we're considering options for making our monitoring system more advanced. It will be a complex task and we're ready to give it our time and attention so any potential issues are detected and fixed faster. If you ever need help again, feel free to contact us at [email protected] with any questions or queries. We will be there for you! Best wishes, Searchanise team

We sincerely regret the inconvenience you experienced. We typically send a trial expiration reminder two days before, and we're sorry if you didn't receive it. We've checked, and the email have been sent successfully from our end. Thank you for bringing this to our attention, and we appreciate your feedback. We'll discuss this internally with our team to ensure we improve our processes. Despite the challenges mentioned you faced, we're genuinely pleased that you continue to use our app. If there's anything else we can do to improve your experience or assist you further, please feel free to reach out. Best regards, Searchanise team

Thank you for sharing your honest opinion on your experience with our app. Undoubtedly, we are very sad to see it was so unpleasant! We understand that the initial interface can be mismatched with your desired design and we're sorry to know that the customizing options we offer weren't enough. You have a good point here and we will gladly hear more ideas from you on this matter if you choose to share them. As for CSS code being too heavy, we looked into this issue and couldn't detect it from our end: when we changed the color of prices first with our admin panel settings and then with custom CSS, it didn't end up adding the same code to every product. We would happily look into this problem for you, by the way, because we really do not want you to deal with any problems of this kind. When it comes to filters, we are sorry to see the process wasn't easy! Again, your ideas would be highly valuable for us because you might notice some things that our eye doesn't catch. It's all up to you, yet if you consider giving us another chance, we promise to help you as much as can during the whole setup process. One of our agents already reached out to you and shared our guides on CSS and disabling our app in specific themes. We are ready to answer any other questions you have and look into any problems. Our goal is to be there for our clients so please get back to us via email at [email protected] and we will do all we can to help you. Best wishes, Searchanise team

Thank you for taking the time to share your experience. We're very sorry to see your experience with our app was far from pleasant! It's the last thing we'd like our clients to go through so please accept our sincere apologies. We looked through your email history with us and we understand why you feel this way. It's indeed very frustrating when the setup process takes so long. We sent you an email about our idea of dealing with this situation. See, we still want to make it right for you and leave you with the best results possible. Please let us know via email if our offer sounds good. We'd be more than happy to continue our journey and show you that we can make it up for you. As for a video call, we'd like to clarify that initially, we didn't offer it because your plan didn't include such a service. However, we discussed the situation further with our team, and considering the fact that the situation was indeed quite complex, we decided to make an exception. We're sorry to see it was too late! Still, if you ever think of giving our app another shot, please contact us again and we will be glad to help as much as we can. Best wishes, Searchanise team

Thank you for your review. We are extremely sad to see you had such a disappointing experience with our app! We indeed currently have a bug related to Draft products in our system which affects your store and we can assure you our team is currently working on it. The last thing we want is for our responses to leave an impression of generic ones. We are truly sorry we made you feel like we do not look into your case individually. We promise to do better! As for the app not working in your store for a period of time, as we see we addressed this problem via email too and we hope the solution we implemented helps you! Thank you again for your honest feedback and for staying with us! We sincerely appreciate it and will fix the bug as soon as we can. Best wishes, Searchanise team