Stamp + Shine review for Paid Marketing by Shoelace
Feb. 1, 2022
VERY disappointed with the way I have been treated by the team at shoelace. I started using this app way back in 2017-2018 when they had their free (basic) version. I ran into some issues of late - the app wasn't automatically updating my catalog in the FB account, thereby serving old ads and pictures to potential customers. I contacted them right away to try and fix the issue and see what we can do. Instead of getting a response to solve my query, they sent me a blanket email from Cam O'Neill (supposedly the account executive at shoelace) saying that I had to be spending a minimum of $2000 with shoelace to be able to get ANY form of customer support from them. I told him I don't have that kind of money to spend in the first place which was why I went on their basic plan to begin with! But no reply after several days. I honestly would've been happy to pay for them to maintain my account but as a small business, $2000 a month blows my budget out of the water. And that is NOT even including AD SPEND!! So - This is how shoelace treats their LOYAL customers. I am left shocked, baffled and disgusted by their lack of customer service and empathy. Would NOT recommend to anyone. They are quite literally just money-hungry so do yourself a favour and use a different FB retargeting app altogether.
Hi there, Thank you for your review, and we are sorry to hear about your recent experience. The email you received was part of an automated sequence we have just recently created. We assure you that Cam O’Neill is indeed an account executive here at Shoelace. We have recently transitioned our core business to a full service agency and while we still support our automations plans, we don’t promote them. For users like yourself, who have been on our free plan since 2017, we do still offer support, but our team there is small and works on a ticket by ticket basis which is what caused the delay in getting back to your response, but rest assured they will be getting to it shortly. If you would like the opportunity to talk through your feedback with one of our team members, we would be happy connect. Again, thank you for your feedback and we will be in touch shortly to resolve the issue. Thanks, The Shoelace Team
