Paid Marketing by Shoelace

Hi Dan, I hope you are doing well. Shoelace is translating into a full-funnel marketing agency, so the automation plan is only available for Facebook retargeting. For Google and other platforms, we offer high-tier managed services plans that include a designated Growth Partner who will craft a full-funnel ads strategy for the platform you choose (Facebook/Google/TikTok/Snapchat/Pinterest) based on your brand's data. Furthermore, you'll receive monthly reporting, optimizations, access to various reporting and measurement tools, a dedicated account manager, and industry experts to help build your brand and drive results for you. Our pricing for these services starts at $2250/month. If you would like the opportunity to talk through your feedback or hear more about our managed services, someone from our team would be happy to speak with you. We hope you have a lovely day! Cheers, The Shoelace Team

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

Hi There, Thank you for your review, and we’re sorry to hear you had a frustrating experience with Shoelace. We appreciate you bringing this issue to our attention. Our team noticed that you reached out for support regarding the performance of your campaigns shortly after they launched, and your concerns were addressed by one of our support team members. Our Automation plan, which you were previously on, is a self-managed tool with support from our customer service team on a ticketed basis. It includes a Retargeting journey created by the team for the customer to alter and manage. After this point, our team is there to provide advice; however, the ad management is maintained by the client. Based on your feedback, it seems as though you were expecting someone to be proactively monitoring your account. We do have managed plans more in line with the service you mentioned, including strategy, creation, and optimization that are conducted by a dedicated Account Strategist. If you would like the opportunity to talk through your feedback or hear more about our managed service, someone from our team would be happy to speak with you. Again, thank you for your feedback, and we hope you have a lovely day! Cheers, The Shoelace Team

Hi there, We'd like to start off by apologizing for any inconvenience you've faced. We want to assure you that Shoelace has no connection to Facebook accounts getting banned as this is something FB does independently. We have worked with our Facebook rep to have your account unbanned and have now refunded your subscription fee. I hope this has resolved these issues to your satisfaction and we would really appreciate it if you could update your review to reflect your experience with us. If we can help with anything else, please reach out to us and have a wonderful day! Regards, Team Shoelace

Hi There, Thanks for your feedback. We are sorry to hear that your experience has been both frustrating and underwhelming. We really pride ourselves in providing great results and service to all our clients - which we are sorry to hear has fallen short of expectations. Please rest assured, we continuously keep our ears to the ground for any insights or learnings we can share with our clients and will take your feedback as learning to ensure it is communicated better going forward. We want to thank you again for your time with us and perhaps, there will be another opportunity down the line to give us another try and we can deliver a better outcome. Thank you, Shoelace Team

Hi There, Thanks for your feedback. We are sorry to hear that your experience has been both frustrating and underwhelming. We really pride ourselves (or team) in providing great results and service to all our clients - which we are sorry to hear has fallen short of expectations. Looking at your account, we can see that we implemented ongoing tests with campaigns and optimizations, which needed time to run and learn, especially on a small budget. We understand that ongoing communication was also an issue and we want to clarify that it is our policy to reply to emails within 24 hours for all clients. In terms of reports, those are typically sent on a monthly basis or to align with the last 30 days since this provides a clearer picture based on Facebook's attribution window. Our goal is to always do what's best for your business, care about your success, and align our efforts towards meeting your goals. We understand that while we provided some insights about your industry and potential next steps, we can see how it may have landed in an ineffective way. Please rest assured, we continuously keep our ears to the ground for any insights or learnings we can share with our clients and will take your feedback as learning to ensure it is communicated better going forward. We want to thank you again for your time with us and perhaps, there will be another opportunity down the line to give us another try and we can deliver a better outcome. Thank you, Shoelace Team

Hi there, Thank you for taking the time to leave feedback! I can see that you were installed on our self-serve plan, and while we do not provide account management on this plan, our team is readily available to share tips and best practices to help get the best value from your ads! If you would like to give Shoelace another try at any time, please get in touch at [email protected], and we can help you get started again with some tips on audiences and durations that may work better for your store. Talk soon! Team Shoelace

Hey there, Thank you for considering using Shoelace! Our team replies within 1 business day to external requests. We were able to get in touch with you during this time frame and were also able to help you log in. Please let us know if there's anything else we could assist you with at [email protected]. Team Shoelace

Hi there, Thank you for being a valued Shoelace customer. We're sorry for the poor experience you had with us while attempting to register your second store with us. To clarify, your new account was not charged and has not been charged. We’re committed to working with you to resolve the billing misunderstanding and have reached out to you. We pride ourselves on a response time of one business day and our customers' happiness is our #1 priority. Please reach out to [email protected] if you have any other questions or concerns. Team Shoelace

Hi there, Thank you for being a valued Shoelace customer. We're sorry for the poor experience you had with us and the miscommunications regarding your billing. We were unable to reach you with the email we had on file. We’re committed to working with you to resolve this and have reached out to you. Transparency into your own campaigns and results is one of our top priorities, which is why our users can use their own Ad Accounts with Shoelace. We don't delete any campaigns from your account, but we do stop providing our product catalogue services upon uninstall or nonpayment. Again, we apologize for this miscommunication and we’d be more than happy to make this right. Team Shoelace

Hi there, We'd love to get you started with Shoelace! We tried to connect with you directly but can’t find you in our system. Please reach out to us anytime at [email protected]. We'd be happy to do a screenshare to help you get fully onboarded. We look forward to working with you :) Team Shoelace

Hi there 👋, Apologies for your experience when you first installed the app - we certainly didn't intend for that to happen! Please note, the auto-email that you received with the trial start and end dates matching was indeed a glitch, and our developers are working to resolve this issue. Your full 14-day free trial in fact began once your first campaign was launched, as this error was in the email only. It looks like you had originally contacted our us outside of our operating hours, but we're very happy to let you know our customer success team were able to reach back out to you within two hours of your initial request, sharing details about the email error as well as informing you about our extra extension of your trial. 😊 It looks like you’ve since set a campaign live (congrats! 🙌), so please do let us know if you have any questions at all on this or anything else by emailing us at [email protected]. Happy retargeting, Team Shoelace

Hi There 👋 Sorry to hear about your experience with us so far. Please note that our Automations ($79/mo) & Journey ($499/mo) plans both come with a 14-days free trial, allowing you to test Shoelace risk-free. We do ask for a credit card during sign up but you'll not be charged if you decide not to stay with Shoelace after the trial period. We'd be happy to show you a demo. Please email us at [email protected] to put something on the calendar 😊 Talk soon.