Shogun ‑ Landing Page Builder

Hey Josh, Thank you for your feedback. I'm sorry that you were experiencing issues with our AB Testing tool, our engineering team are aware of this issue and have successfully identified the issue. They are currently investigating solutions to this and hope to have a resolution soon. I totally understand the frustration when a feature is not working as expected. I hope that you will give us the opportunity to turn your negative experience around. Thank you, Karl | Manager, Technical Support

Hey David, I'm really sorry to hear that you've had this experience with Shogun Page Builder. We know that SEO, search ranking, and site speed are important metrics in growing your business. Given what you've said about what changed on your website, I too would have questions. We would be thrilled to have the opportunity to make things right. We don't have a full understanding of the issue just yet, but we would appreciate the chance to jump on the phone and learn more. We've sent an email your way and I spoke with Leslie on the phone and left a number I can be reached at directly. Feel free to give me a call anytime. Would love to hear from you. Kalen | Team Lead, Support Shogun Page Builder

Hey there, Adam! Thank you for sharing your feedback. I'm so sorry to hear that you've had a negative experience with Shogun. It looks like there may have been some frustration with our current plans and the features that we offer. I apologize if you felt that we've gotten greedy with pricing. We make plan experiments based on the feedback we receive. Our plans with page limits have been active for over a year now. All our plans offer different features based on the requirements. I have reached out to you via email and I would greatly appreciate it if you can follow up with me there. We'll do our best to ensure that we can turn your negative experience into a positive one. Hoping to hear back from you soon. Sweetan | Team Lead | Support Shogun Page Builder

Hi, Lyne! Thank you for your review and your feedback. I am sorry to see that you have had a negative experience with Shogun. We really appreciate your loyalty to the Shogun, thank you! I am sorry for the issues you are experiencing. A member of our team will be reaching out to get more information about these issues and reviewing any prior communications that you have had with the team to ensure that any outstanding issues are resolved as efficiently as possible. We do currently have a 24/7 support team who are always on hand to offer support. While chat support is not available on all plans, we strive to have a fast response time of fewer than 4 hours, though this is often much faster but depends on volume. We look forward to having the opportunity to work with you to make your experience with Shogun a better one and appreciate your cooperation in working through the issues that you have been experiencing. Karl | Manager, Technical Support

Hi, Julian! Thank you for your review and for your feedback. I am sorry that you have had a negative experience. Our Free and Starter plans are currently only available to new users of the app, at the moment, though I will be sure to pass on this feedback to our internal teams for review. Apologies for any confusion that this caused! My colleague has reached out to you with some more information, we would love the opportunity to turn this negative experience around for you and look forward to hearing back from you. Please do not hesitate to get in touch. Karl | Manager, Technical Support

Hi, Jochum. Thank you for your review and for your feedback. I'm so sorry to hear that you are having a negative experience with Shogun. I've reviewed this case and can see that you got in contact with us on Nov 5th at 7.47am (GMT), and our team did get back to you about a minute later. Unfortunately, we did make a mistake with the information that we sent in this email, providing details on removing code from your theme rather than your product pages - I apologise on behalf of the team for this. We didn't hear back from you but would love the opportunity to make this right with you. Shogun will not remove code from your product pages when you uninstall the app from your store - we believe that you should be able to continue to benefit from using your pages even when you do not have an active subscription to Shogun. We offer the ability to "revert" the import of your pages that will remove Shogun code from your pages, but we wouldn't do this automatically so you don't lose your work. My colleague is following up with you by email at the moment with instructions on how to remove the Shogun code from your product pages with Shogun uninstalled on the store. We would be happy to aid in the removal of this code, too, please just let us know if you would like us to do so. Thank you - we look forward to hearing back from you and hope to make this a better experience! Karl | Manager, Technical Support

Hi there! My name is Joe from the Shogun Customer Support team. I can definitely understand your frustration about this and really want to thank you for bringing it to our attention. I attempted to reach out to you via phone but wasn’t able to get ahold of you. I’ve sent you an email as well and look forward to hearing back :) It's quite possible that the theme you've chosen to use in Shopify uses Javascript to display parts of the page. Having said that, the Shogun editor does not load Javascript by default since it can sometimes cause issues in the editor. This is very likely what was causing the loading issue that you were seeing. I’m confident that we can solve this from our end, but please keep in mind that we can only troubleshoot active accounts. I noticed that you've already uninstalled Shogun, but if you decide to give it another shot, we're more than happy to re-enable your trial once you reinstall the app (without having to choose a plan). We hope to have you back on the team soon and my sincerest apologies for any inconvenience this has caused! Please feel free to reach out to me if you ever have any other questions or concerns, and have a great weekend. :-) Joseph | Support Specialist Shogun Page Builder

Hey Katie, So sorry that you had this experience with Shogun Page Builder. I'm glad that we could get this all sorted over the phone. We can certainly learn and improve from this experience. I will speak with my team and we will brainstorm some ideas for making product imports and reverts more natural for new users. If you have any other questions or if anything strange occurs, please let us know. We have 24/7 support here to help you. Thanks so much for your understanding :) Kalen | Team Lead, Support Shogun Page Builder

Hello, Stanley! We thank you for sharing your honest feedback with us. I apologize for the inconvenience and for the confusion. Our free plan is currently, only available to new users and this is also noted on our app store page. However, we understand the frustration if this was missed. We have shared the feedback with our team. Shogun was first installed in your store a couple of years ago. However, I could see our support team reached out to you via email and also spoke to you and shared information on how we can help you to give Shogun a try again. Please don't hesitate to reply back to us so that we can ensure you have a positive experience with Shogun. 🙂 Sweetan | Team Lead | Support

Hey Andrea, I'm sorry to hear that you've been experiencing some troubles while using Shogun Page Builder. We appreciate the feedback. We do our best to make Shogun as intuitive as possible. In instances where something doesn't make sense to new users, we have a help center with articles tons of information on common questions. https://getshogun.com/help/en We also have webinars with walkthroughs on how to get started and use common features. https://getshogun.com/webinars I can see that you contacted us through chat. Our goal is to respond to each client within 5 minutes through this support channel. I can see that we did respond within 5 minutes to your request. Was there a different expectation as to how quickly we would get to you? I'll be reaching out to you directly to see if we can provide any further assistance. Kalen | Team Lead, Support Shogun Page Builder

Hey there, Frank! I'm sorry to hear that your Shogun experience wasn't a positive one. We can certainly understand the concerns. We appreciate the feedback you have provided and I do want to mention that the issue you were facing has been elevated so that we can resolve it at the earliest. Shogun makes very small additions to the Shopify theme on installation - https://getshogun.com/help/en/articles/3638504-what-additions-does-shogun-make-to-the-theme However, we'll be happy to assist you further if you would like us to remove this. I have also reached out to you via email so that if you have any further questions or issues, we can look into them for you. Sweetan | Team Lead, Support Shogun Page Builder

Hey Cate, I'm so sorry to hear about your experience. I know that a reliable page builder is essential to keeping your business running smoothly. We believe that this could be occurring because you may be logged into multiple Shopify stores at the same time. This would explain the issues that are being experienced. This can be confirmed by opening Shogun within that store on a fresh browser or an incognito window. Charles from our support team has reached out via email and we're committed to working with you until we make this right :) Kalen | Team Lead, Support Shogun Page Builder

Hi Josh, Thank you for your review and for taking my call earlier - I'll follow up with you next week, as discussed. I'm sorry to hear that you had a negative experience with Shogun and we hope that we can help you turn that around - I do see that you recently wrote in regarding landing page templates, a colleague of mine was in the process of replying to this as your review came in and will get back to you. I would really appreciate it if you could get back to my colleague so that we can be sure to set you in the right direction and hopefully turn your experience around. Update: unfortunately we have tried to get in touch with you numerous times to help you resolve the issues that you are having but you were unresponsive to our team - we would love to help you out if you have a chance to get back to our team. :) Many thanks, Karl | Team Lead, Technical Support

Hi there, Thank you for your review - I'm sorry to hear about the negative experience that you have had with Shogun. When a store uninstalls Shogun we receive a request from Shopify to remove data that we store about the store - this is a requirement from Shopify to comply with GDPR data processing laws. We notify stores when this process is started to let them know that this process has begun and that their data will be removed in 14 days. We have since rolled back on some of the data that is removed during the redaction process as we are aware of the inconvenience that this caused our customers who uninstalled during the period of first implementation and revision of this process (27th October 2020). https://getshogun.com/help/en/articles/3978903-what-happens-to-my-pages-if-i-uninstall-shogun-on-shopify To restore these pages, you can reimport them into Shogun using the search bar at the top of your Shogun dashboard - provided they have not been deleted from Shopify manually. Sorry for the inconvenience. Let us know if you have any other questions. Karl | Team Lead, Technical Support

Hey Meagan, Thanks so much for speaking with me on the phone. We're glad that you're willing to give us a second change and we really appreciate your patience while we continue to investigate this issue. I've left you a voicemail today providing more information as we continue to work on this. Please feel free to send us an email at anytime. I will reach out to you by phone as soon as I have more information regarding this. Thanks again, Kalen | Team Lead, Support Shogun Page Builder

Hey Paul, So sorry to hear that your pages were lost when uninstalling the app. In the past we kept all of your data on your account so that you can easily reinstall the app at anytime and manage your pages as if you never left. However, to be GDPR compliant, Shopify has instructed us to remove data from the users account. After 14 days, the data from the account is removed and will be lost. We send out an email to every user that uninstalls warning them of this change. We understand that this is frustrating and I have passed along your comments to my team. We are looking into different options that we can provide to make this process better for our users. We greatly appreciate your feedback. I've reached out to you via email and would love to hear back from you. Kalen | Team Lead, Support Shogun Page Builder

Zac- apologies for the delay in response here. I actually recall this review, and remember that their was an issue with your theme. We'd be happy to help fix it. Free re-trial, and we'll refund any amount spent. Feel free to email [email protected] and ask for Nick. Thanks. - Nick (Cofounder, Shogun)

Hey Victor- Sorry to hear you had a negative experience with Shogun, but we can help! Shogun works with almost all themes, and it does work with the Parallax theme. We have reached out to you, but have not heard back in a while. Please email our technical support team so we can help get you sorted: [email protected]. Looking forward to solving this with you. - Nick (Cofounder, Chief Product Officer)

Hey Terry- again, super sorry this happened. I know we've been in touch via email a few times. What happened was we looped in Shopify support to help us get the refund issued. You replied on that thread with some follow up questions unrelated to the refund, and we missed those questions. That's on us. We do aim for 100% customer satisfaction, and have a 24/7 global support team to serve our clients. If you need anything, please email [email protected], or email me directly. Let us know how to make it right. We're proud to still have you as a client :) Best, Nick (Cofounder, Chief Product Officer).