Shogun ‑ Landing 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

Hi there, Thank you for your review today! Our team have tried to give you a call but it appears that the phone number that we have on file for you is invalid. We have also sent you a follow-up email to clear up the confusion. When pages are edited outside of Shogun, Shopify does strip some Shogun code out of the page - this is not something that we have control over as it is up to Shopify themselves. Re-publishing the page via Shogun will resolve any issues that you have with this. If you want to edit your page via Shopify, we would recommend using the "revert page" option that is available through the dashboard. I would ask that you reply to the email that was sent your way so that we can help you with your issues. Thank you, Karl | Team Lead, Technical Support

Hi Simone, I'm sorry to hear that you had a negative experience with Shogun. We have tried to reach out to you several times over the last few days to help you resolve any issues that you are experiencing, but unfortunately, we have not heard back from you. We would love to help you resolve the issue - if you could reply to our team we would be happy to help. In terms of the issues that you are facing, when you uninstall Shogun we do not remove the styles that are applied to pages - we allow users to keep their pages after uninstalling Shogun. A lot of users use this option if they do not currently need to edit their pages in Shogun - they can uninstall temporarily, or forever, if they no longer need to use Shogun and would rather not keep paying for a subscription. However, if you would rather not keep the design of the pages that were created within Shogun we have a revert option available on pages that were imported into Shogun. The revert option allows you to remove all Shogun content from your page and revert it to its pre-Shogun state. Would love to continue this conversation with you to get these issues resolved - please reach out when you have a chance. Karl | Team Lead, Technical Support

Hey Shehara, I'm so sorry to hear that you didn't have the best experience with Shogun Page Builder. We know that having excess code that is cluttering and leaving error messages on your pages would be quite frustrating. You've sought out Shogun to help improve your designs and now that you've uninstalled, our app has actually had the opposite effect. I can see that we did receive a communication from you and Shopify requesting that the code be removed from your theme. We provided some instructions on how to do that if you'd prefer to remove it yourself but we also offered to remove this for you if there were any issues or doubts. We would just need collaborator access to your theme to adjust this. We are more than happy to accommodate this. The primary reason why Shogun code is not automatically removed from the theme is because we want the pages our users create to remain active on their sites after the app is uninstalled. This is something our users ask about regularly and we are happy to be able to provide them this functionality. Unfortunately, in your case, this has provided frustration rather than utility. For this we apologize. Perhaps we could have communicated this more clearly. We have sent you an email and look forward to your response. We would love to have the opportunity to make sure everything is resolved and make this right. Kalen | Team Lead, Support Shogun Page Builder

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

Hey Vincent, I've reached out to you via phone but was unable to reach you at this time. I've sent you an email as well. We're so sorry to hear that you're experiencing an issue with Shogun Page Builder and we want to get that fixed as soon as possible so you can enjoy all of the features of our app! It sounds like you may be experiencing a delay in syncing of your pages/products or potentially it's an issue with javascript in the theme not allowing our editor to populate. I'm confident that we can resolve the issue quickly if you were willing to give the app another chance. If you are willing to, please re-install the app and let us know and we can look into that issue right away. We're also happy to jump on a call if you'd prefer. Let us know the best number we can reach and a timeframe that works for you and we will do our very best to accommodate. Thanks so much and looking forward to hearing back from you! Kalen | Team Lead, Support Shogun Page Builder

Hi there, Sorry to hear that you were unable to receive a trial - I reached out to you via email, too. It looks like you had previously installed Shogun 2 months previously, which would have used the original trial for this store. If you would not mind reaching out to [email protected] we would be happy to offer you another trial for your store. Thank you, Karl | Team Lead, Technical Support

Hi Amin, Sorry to hear that you had issues with the use of Shogun. Shogun makes very minimal additions to your theme and does not have the ability to edit all of your product pages, just the ones that you import into Shogun and edit in Shogun - even then, we don't edit the theme, just the product description. We called once to try to help you resolve the issues, and also followed up by email offering further assistance - we appreciate honest reviews and would never ask you to remove or amend a review until we helped you resolve the issues that you were experiencing and were 100% satisfied with the solution. Unfortunately, we have not heard back from you to our offers of assistance - but please always feel free to get in touch if you require assistance. Best of luck in your future endeavours. Karl | Team Lead, Technical Support

Hey Khalil- just left a voicemail. Sorry to hear about the bad experience. Can you clarify what the integration issue is? Was there a theme conflict or a 3rd party app integration issue? We're here to help! Free trial still valid and there will be no charge until we figure this out. A member of our support team will also jump on chat or even on a call to help get you up and running. Thank you. - Nick (Cofounder, Shogun)

Hey Valentina! For clarification, Shopify handles billing for all the stores in the app store. My guess is that you had the app installed at an earlier date, uninstalled, and then reinstalled later. The 10 day trial starts when you first install the app for the very first time, and expires 10 days later. Anyways! We're (1) generally happy to reset free trial periods upon requests (2) happy to refund you directly. Shopify sometimes issues app credits, but we are happy to just PayPal you ASAP. Email support and we will take care of you! Thanks Valentina. - Nick (Cofounder, Shogun) PS. I reset your free trial in case you'd like to give it another go :)

Hi Hannes! It appears that the trial period for this store was used originally back in March of 2019, however, we have gone ahead and re-enabled this so that you can try Shogun once more :) A support team member has also reached out to help with anything else you may need. Happy New Year! - Nick (Cofounder, Shogun)

Hey Christian- sorry to hear the frustration. To clarify, Shopify controls billing for all apps in the app store, including Shogun- we didn't initiate the charge. Of course, we will be glad to process a refund promptly. To address the price factor- most of our clients find that the $39/mo cost is significantly less than the cost of custom coding. If you're on a tight budget, we can make some recommendations for free apps that might better fit your use case. Our support team will email shortly to help facilitate the refund. Happy Holidays. - Nick (Cofounder, Shogun)

Apologies for taking a moment to get to this. We would love to get some greater detail here, so our engineering team can take a look. Can you please contact our support team and ask them to forward your email to me? [email protected] Thank you very much. - Nick (cofounder, Shogun)

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 Niklas- sorry for the delay here- I know our team was in touch right away, but it took a moment for me to get to this personally. This has prompted a lot of internal discussion on support approach. Some clients care most about speed to reply- our global presence is an advantage there: we have support team in USA, UK, Jamaica, Philippines, India, Canada, and Australia- so when one rep might have signed off, 2 more have signed on. That said, some clients probably prefer consistency- and would prefer contact with just one rep, even if that means waiting 12+ hours for a reply. Regardless, your feedback has prompted a few things (1) We're going to implement a formal NPS system to get to experience problems like this before they are a major issue (2) We are considering an initial option in chat that asks if the priority is "speed" or "dedicated rep" (3) we are QA-ing our support process, looking for things like better internal commenting in support convos etc. Long winded response, but want you to know that you are heard. Thank you - Nick (Cofounder, Shogun)

Maxime- my sincere apologies for the negative experience. Our webform was not sending the emails through due to a technical error. This is the first time that has happened, and the issue has been resolved. Of course, we have reset your free trial and are happy to refund any charges. Also- we would love your feedback on what you find confusing about our software- this helps us improve the product. Thank you very much - Nick (Cofounder, Shogun)

Hello Chris- sorry to hear the frustration. We actually do have technical support on the weekends, Jill comes on afternoon (PST) time- and we have general support that can escalate to weekend engineering team members if it's urgent. I checked with Jana (who has been working with you via live chat)- looks like the syncing feature is working just fine- we checked inside your account as well. Did you manage to get everything you needed? I'm always working (weekends too)- so please feel free to reach out anytime. Thank you. - Nick (Cofounder, Shogun)