Novaa Gear review for Simple Bundles & Free Gift
May 21, 2025
Extremely disappointed with both the app and the customer service. The app repeatedly crashed in the backend during customer checkouts, costing my business tens of thousands in lost sales. When I reached out for support, the only response I received was, “We’re sorry, we can’t fix it—it’s best you find another app.” Unacceptable response for a serious issue. Would not recommend.
Hi Locklan, Thank you for sharing your feedback. We want to assure you that we took your report seriously and conducted a thorough investigation alongside our technical team. Our team never takes issues lightly and understand that they can be critical. Our findings indicate that the behavior you experienced was linked to bot-related activity, which is a known and documented issue on Shopify and unfortunately beyond the control of any third-party app. No other merchants have reported similar issues related to actual user checkout experiences. To support further troubleshooting, we also made multiple requests for specific order examples so we could replicate and resolve the issue together. However, we did not receive that information. While we were unable to accommodate your request for a 6-month free Simple Bundles subscription, we appreciate your continued interest in using the app despite knowing that the issue may inevitably reoccur. As a gesture of goodwill, we proactively issued a one-month refund and offered to help you transition to Shopify’s native bundling app, which is well suited for your use case and is free to use. Our aim is always to act fairly and diligently, and we believe we’ve done so in full alignment with our Terms. We’re sorry we couldn’t deliver a more favorable resolution for your store or offer a free subscription. We sincerely wish you success moving forward.
