Searchanise Search & Filter

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

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

Hello, Thank you for your detailed feedback! We are sorry to see you are disappointed with your experience with our product! We totally agree that there are some imperfections in the way our suggestion feature works as well as our Auto spell correction feature when it comes to any language other than English. The whole search system should work better once we make the global changes that are currently in progress and hopefully there will be no need to use synonyms as a fix. We would also like to thank you for bringing our attention to the issues with suggestions. Our development team looked into your case and they confirmed there was indeed room for improvement. We appreciate you taking the time to let us know about it and we hope we can improve it further. Additionally, we contacted you by email regarding the "wurzel" search results because there's a chance we can find a solution for now. We await your reply! Best wishes, Searchanise team

Hello, Thank you for your feedback, sorry to hear that our app didn't quite suit your store. As to your points, our annual subscriptions are indeed non-refundable. Yet, we value you as a customer and will do our best to come up with something in this case. One of our agents has already contacted you regarding this via email, we hope to hear from you. About how our app works, it is true that it creates a new page that is used as a search results page, which uses a layout that is most probably different from the one on search results page that is used by the theme. This is, quite an obvious drawback, however, the design and layout that our app uses can be changed with the help of settings and a bit of custom code. We have articles about this on our help portal: https://docs.searchanise.io/modify-widgets-appearance/, https://docs.searchanise.io/customize-content-search-results-widget/, and some others. JavaScript modifications (and I must mention that Java is not used by our app, it is a very different language) might be required, but they are not, usually. Besides, our support team is always glad to help if you face difficulties with making our app suit your store. Apart from consultation, this includes developing the necessary code too, if possible. The redirect to the default search results page shouldn't occur when our app is active, but if it does, it can be fixed very easily in 99.9% of cases. If you decide to give us another chance, we will do our best to fix it for you. We have also described a solution for this situation in the following article: https://docs.searchanise.io/widget-doesnt-appear-on-page-load-shopify/, it is publicly available. The described solution works pretty much always and doesn't require any coding/special knowledge, and takes minutes to implement, if needed. Regarding the subscription pricing, we don't quite understand what you mean yet, unfortunately. You had an annual subscription that costs $151.2 a year and supports up to 5,000 products. The very same subscription is currently available to you, at least as far as we can see when we check it from our end. Subscription price also doesn't depend on how much you sell, only on how many products (their variants are not counted) there are in the store and what features you need to be available to you. Looks like there was some misunderstanding, we would be more than happy to clarify this part with you. With all that said, it looks like the issues you've described might be fixed rather quickly. Our whole team will be glad to assist with it if you decide to try Searchanise one more time and contact our support about this ([email protected]). Thank you again for the feedback and for the detailed review! We will do our best to take it into account and improve our service in the future. Best regards, Searchanise team

Hello, Thank you for your feedback. We are sorry to hear that we made such an impression on you and it's breaking our hearts to see you disappointed with our support. It seems that there was some misunderstanding. We have only made the same changes that were made in the unpublished theme for the live one, as per your request. We also notified you about it both via email and in the chat, and provided an instruction for reverting the changes. As for now, all the changes have been reverted and the collection pages are powered by the theme again. Please let us know if you still have any difficulties and we will do our best to fix everything. It would also be great if you could let us know the ID numbers of the tickets you already have in your email, so we could check why we missed them and avoid this issue in the future. Best regards, Searchanise team

Hello! Thank you for sharing your feedback. We are truly sorry you had such a disappointing experience with our chats! We understand how frustrating it is to wait for hours in chat which is totally not what we aim to do. The chat system we're using was quite new to us. We apologize for your bad experience. However, we took into account your opinion and we worked hard on improving the response time of our support team both in chats and in the emails. We hope you can give our chats another shot because we will not let such delays happen again. Regarding the bulk changes, we see your point. Clients with large catalogs indeed should have an easier way to adjust the settings and we're sorry we do not offer such functionality now. Nevertheless, it's totally on our radar and we have plans for adding this option to our admin panel. Even though we cannot say its ETA for now, yet when the feature is released, we will inform all our clients about it so please stay tuned. If you need our help, feel free to contact us either via email at [email protected] or in chat. Best wishes, Searchanise team

Hello, Thanks a lot for your feedback. We are sorry that the issue with the borders has influenced your store. It happened because of the latest update that added a new setting for changing the product tile borders color. We know what was the cause and will not let it happen again. Also, as far as we can see, one of our support agents has already helped you to fix the issue and the borders are not displayed in your store anymore. As for the ticket itself, it was closed automatically in 4 days after one of our agents responded, as we didn't receive any further replies from you in that ticket. We apologize for these inconveniences. Please also note that you can re-open any of your tickets by replying to them at any time. If there is anything else we can do, please message us at [email protected], we are always here to help you. Best regards, Searchanise team

Hello, Thank you very much for your feedback. Glad to hear that you have been using our app for so long and enjoyed its functionality! Regarding the situation with pricing that you are describing, we had started using a new pricing model recently, and prices for some plans indeed have been raised. We kept the pricing the same for over 9 years, but our app has changed quite a lot after all these years, so we had to make changes to the subscription plans eventually. I also must say that we have changed our prices only once, it has never happened before. As far as I understand, you are also referring to the situation when your discount had expired, about which you reached out to us about 5 months ago. In the email with the offer of this discount it was stated that this discount only lasts for 1 year, which it did. We have sent you a message about the pricing for your store at [email protected] a few days ago. If you don't see it in the inbox, please check the spam folder or message us at [email protected]. We will be more than happy to find a solution for you and answer any questions if they arise. Have a nice day!

Hello. First of all, thank you very much for mentioning that the app it self is useful :) We are more than happy that you keep using our app after the episode you describe in the review. We are terribly sorry that our process of switching to the new prices had a negative impact on your business. The troubles you've experienced were not planned by any means. We have tried to notify you by sending notifications via email, about a month before we started the process, making an announcement on our official site, and also showing a banner with information about this in the app's admin panel. Unfortunately, none of these things guarantee that the information was available to all of our clients. We are sorry that we couldn't find a more reliable way to notify everyone. Regarding us not being able to resolve the issue with signing up in time, which caused the app not working for some time. Our support team has been overwhelmed by all the incoming emails during that period. Thankfully, that spike is over now and things are back to normal. Please review our email regarding this situation that we've sent you. Best regards, Searchanise team

Hello. It appears that there has been some kind of misunderstanding. The pricing changes haven't affected what products our app indexes, i.e., what products are counted towards the catalog size supported by subscription plans. Out of stock products have always been searchable and counted by default. There are several ways to exclude products from indexation, though: 1) Exclude products with specific tags as described here: https://docs.searchanise.io/hide-products-from-search-shopify/; 2) Set products to Draft; 3) Make products unavailable in Online store. Please message us at [email protected] about this issue. We will be glad to resolve it!

Hello, Thanks a lot for sharing feedback with us. We are sorry to know that we have made such an impression on you. Unfortunately, our support team has been overwhelmed lately. We are terribly sorry that we had to make you wait. Anyway, we did our best to improve the response time of our support team and we hope that such delays won’t appear again. Regarding the issue with store speed, all the Searchanise scripts are loaded asynchronously, so it shouldn't affect overall performance. However, if you face any difficulties with that again, please let us know. Our whole team will be happy to find a solution for you. Best regards, Searchanise team.

Hello, Thank you very much for your feedback. We understand that increase in prices is always not a pleasant event and sorry that we had to put you through it. As to why we had to change the prices, it was necessarily to do as it allows us keep improving the experience of our clients. Our development team puts a lot of effort adding new features and improving the old ones. Some of the big new features are new widget designs and compatibility with year/make/model apps. Currently, we are working on implementing image, voice search, and some other functionality requested by our clients. Please also note that the pricing model that was used before had been adopted in 2013. We understand that keeping the prices steady is important and kept them the same for almost 9 years, but the time for changes has come. Lastly, we would like to address the part about cancelling active subscriptions that you mentioned. To our regret too, it indeed has happened as it was necessary due to technical reasons. We converted your subscription into an equivalent trial one to prevent the subscription from being automatically renewed, while not cutting out the service. We have sent several notifications about this via email, added a banner to the app's admin panel, and also added information about the changes to our official site prior to this. All of this has been done out of necessity and we will do our best to avoid this practice in the future. Hope for your understanding. If you have any questions or suggestions, please feel free to message at [email protected] at any time. We will be glad to do all we can to help. Best regards, Searchanise team.

Hello, Thank you for your feedback. We are very sorry for the issue and we take responsibility for it. In the reply to your email, we did our best to explain why this problem happened in the first place. In short, our inner price conversion processes caused a heavy load on our indexation. Of course, it's not an excuse in that situation but we wanted to keep you posted on what was going on. As we remember, the issue was fixed with a re-indexation and we advised you to set up automatic re-indexation in your store. Recently, we checked your store and noticed that you indeed set up the automatic re-indexation like we advised. Glad to see that! As we see, our widgets work properly in your store at the moment. Still, if you have any other questions on this matter, feel free to contact us via email. We are always ready to help with any problems or queries related to our app. Best wishes, Searchanise team

Hello, Thank you for taking time to elaborate on your negative experience. We are truly sorry you faced these issues on your collection pages! We understand that forcing re-indexation isn't always convenient when you create new collections, especially a lot of them. However, we'd like to point out that there are certain limitations in Shopify API that make it necessary for this action to be done in order for new collections to be displayed properly. However, we took into account your opinion and we are happy to tell you that we added an option to set up the automatic re-indexation in the stores. This way there is no need for you to click it manually each time you modify the store because you can set up the automatic re-indexation by schedule. You can read more about this feature in our help portal at the link: https://docs.searchanise.io/set-up-automatic-indexation-shopify/ We really hope you’ll like it! If any questions appear feel free to contact us via email. We are always here to help you. Best wishes, Searchanise team

Hi, Thank you very much for your feedback. Sorry to hear that you had such an experience due to us switching to the new subscription model. We indeed can't apply discounts now and might not have been able to disable one of our automatic emails with a discount offer in time. Please accept our sincere apologies for the confusion. Please message us at [email protected] and provide more details about the discount you mentioned, so we could see what we can do for you instead of that discount.