Smile: Loyalty Rewards Program
Smile: Loyalty & Rewards - World's Most Trusted Loyalty App
Rating
4.8
feedback
6,942
chart
#24
All reviews
Rating Breakdown
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Oct. 30, 2023
Useless unless you pay, you cant even edit your programs without paying. cancelled
We are so sorry to hear that your experience wasn't up to our usual standards. A member of our support team has reached out via email to learn more about your experience.
Aug. 21, 2023
App gets installed and then refreshes constantly and never works. Tried reaching out to customer service and they said they couldn't see my site as installed even after sending a screenshot. The app is not functional or user friendly.
We're so sorry to hear that you're having a less-than-ideal experience with your program launch! I believe our support team was able to resolve this quickly, regardless, I've reached out via that chat thread to ensure that things are operating as expected. Looking forward to hearing from you over there :) Yours in loyalty, Brandon - Manager, Live Chat
Aug. 10, 2023
We are only small grocery and not too much profit at here. I using the app until they send me the email. with 600 orders/month , is not too much in rural and their palan is $199/month. Very expensive for us. I will use another ways for that
Thank you for taking the time to leave us your feedback. We value your opinion and reached out to you personally via email to discuss this further.
Aug. 3, 2023
Donโt recommend this app or this company, they charged me multiple times even after uninstalling and cancelling them. Which forced me not to be able to pay my overall bill. I was forced to pay them for a month service I didnโt use and they also charged me for August as well. Thieves
Thank you for the feedback! We've sent an email your way with some additional information to clarify.
June 5, 2023
I cancelled this app over two months ago and I am still being charged. I reached out to customer service multiple times and have been ignored.
Hi there! Our team has reached out get this resolved for you but we haven't seen a reply back yet. If you aren't getting our responses, please send an email to help@smile.io. We'd like to get this resolved for you today if possible. Thanks. ๐
April 11, 2023
Its a brilliant app, been using this loyalty app for 3 years.. However after this update they made, they removed alot of settings and features from the free plan. Now i can't change and edit my settings, i literally have to fork out 50 usd just to change a few settings. What a bunch of greedy devs.
Thank you for your candid review! We really value and appreciate this honest feedback. We've sent an email your way with some additional information.
March 8, 2023
Cant use the app as it Just flashes the screen when trying to view the app , unusable as i cant get past the opening screen
Hey, thank you for your review. I'm really sorry to see you are having difficulties I have reached out via email to help you resolve this and get you up and running.
Nov. 2, 2022
I am leaving a 1-star review due to the extremely poor level of customer support that Smile offers. Unlike other apps, the Smile support team will try to help with the least possible effort, and will never actually be willing to login to a Shopify store to assist with the app's implementation or code (i.e. through a collaborator link or staff account login). All the support team will do is send you one of their trained reply templates to provide a help article. We wanted to show the Smile launcher on only one page of our website, but were told that this was not possible. We would have to 'exclude' every single page on our website to be able to do this. There is no option in the app to only 'include' certain URLs to display the launcher. This is not helpful at all. Additionally, we found through the support team that certain features of the Smile app are only available to people depending on when the account was created. For example, they currently offer different ways the launcher can be displayed on mobile - but only for new accounts. Because we have an older account, the team refuses to give this option to us. This is extremely bizarre and not logical at all. Seriously Smile - for the amount that you charge merchants to use your program, you really need to improve your customer support and allow more customization for merchants.
***UPDATE 07/2023: Thank you for your patience, I'm happy to let you know we have been able to add you to the beta group for this feature. We have been trying to contact you to confirm and see how else we can ensure your program is working optimally and we look forward to connecting with you soon. *** Thank you for taking the time to leave us a review. We really appreciate your feedback. I truly understand the frustration these issues caused. I'm going to carefully look into the problems you highlighted and reach out privately to try and resolve these concerns. Customer service is incredibly important to us and we always try and offer the best advice and support that we possibly can. Some things are outside our control but we will always try and offer workarounds and solutions. We will never refuse to offer a feature if it is available and we are currently looking at ways to offer the visibility option to you we are just waiting to see how we can add you to the control group. Again, thank you for your review and I look forward to connecting with you to resolve these issues. David Wyatt Merchant Experience Manager
Sept. 22, 2022
Ik heb deze app getest, echter deze app beschikt niet over de mogelijkheid om de Nederlandse taal te gebruiken in de communicatie naar klanten. Dus niet bruikbaar voor ons. Technisch / functioneel prima app overigens
Hey Marteen! Thanks for taking the time to leave us your honest feedback! Joana from Smile here ๐ Regarding languages, we currently offer Smile in 5 languages (English, Spanish, French, German, and Portuguese) but full translations for Dutch are not currently offered. However, I have sent you an email with a few examples of Dutch merchants using the semi-translated version of Smile! Looking forward to hearing from you soon! Met vriendelijk groet, Joana ๐
Aug. 22, 2022
Customer service is absolutely the worst! They told us to upgrade to 200$ plan to get the features we wanted, then after the upgrade, it turned out the features were only available on the 600$ plan, tried to downgrade literary 3 days later, been back and foward with customer service to get a refund for almost 2 weeks now, they still didn't refund!!! It is not the first time they are being super shady with billing!!!
We appreciate you taking the time to write in and leave feedback. I sent you a private message so that we can get this all sorted out for you ASAP. I also took a look over your account and can see that you were automatically credited the difference between the plan you were on before and the plan you downgraded to. This credit will be applied to future invoices of your new plan automatically. I also sent a message to our Billing department so that they can see about getting you a refund instead of a credit if that is your preferred method. As for the features, I reached out with further clarification on the features and plans, and a little gift on us, for any confusion. Please let us know if there is anything else we can do. Don't hesitate to reach out if you need anything else. ๐ The Smile Team
June 27, 2022
I try to open the app to view info and it says that the app has an error...so nothing even comes up. Deleting...unfortunately now all my customer's points will also be deleted...
Thank you for taking the time to reach out to us and leave your feedback! We are sorry to hear of the issues you are experiencing and dove into things on our end. ๐ฆ I just sent you an email regarding my findings. ๐ค Your program and dashboard are functioning as normal, but you have disabled points and referrals, which will pause your program. In order to relaunch the program simply hit "activate" for both points and referrals. ๐ธ If you deleted the app please re-install it as all your customers data will be deleted within 48 hours in compliance with internet privacy laws. If you experience any further difficulty just reply to me via email, or email help@smile.io, or you can always pop into the Live Chat via the app itself or our website, smile.io. ๐บ We hope to help get you sorted asap! Thank you so much! โ๏ธ Cheers, Joshua - Smile Team ๐งโโ๏ธ
March 15, 2022
Does not work with Paypal: if you place an order with Paypal, the user doesn not receive any points. And it's not specified anywhere that it doesn't work with Paypal...
Hey there, Thank you for your honest feedback we really appreciate it. I'm sorry you've had this experience. We've double-checked and Paypal purchases will earn points for customers. I've passed this to our technical team for them to look at urgently to see why this isn't happening for you. Thank you again and we look forward to fixing this for you.
Feb. 13, 2022
Doesn't work for customers without an email .... so this is useless for a POS where most of my customers don't have an email registered. And poor support ... says "Hi", then no answers after more than 30min. Could at least say that it is not possible to import points for client without an email instead of wasting my time.
Thank you so much for letting us know about the experience you had! This is FAR from our standard level of service that our merchants have come to expect from us, and we will be taking steps internally to ensure this sort of interaction remains an isolated incident. We aim to be as transparent as possible, and we're truly sorry that our live chat team's response about CSV import capabilities didn't address your concern directly ๐ I will be reaching out very soon to address this with you personally. Looking forward to connecting with you to re-establish the service-level we take pride in offering our merchants! Brandon - Merchant Experience Manager
Nov. 4, 2021
Too expensive. Does anyone know a cheaper app? Too expensive for a small business. It's just the service they offer does not correlate to the price.
Hi there, Thank you for sharing your honest feedback with us. Supporting small business is what we love doing the most. So we'd love the opportunity to connect with you and figure out a viable and affordable option to use Smile on your store. If you could email help@smile.io or jump on our live chat, we'll see what we can do to help :)
July 6, 2021
ๆฅๆฌ่ชใซๅฏพๅฟใใฆใใใใๆฅๆฌๅใซใๅฏพๅฟใใฆใใพใใใไฝฟใใใใผใฑใใใ้ใใใฆใใพใใใใถใคใณใใใใ ใใซ้ๅธธใซๆฎๅฟตใ ๆฅๆฌ่ชใซๅฏพๅฟใใฆใใใใๆฅๆฌๅใซใๅฏพๅฟใใฆใใพใใใไฝฟใใใใผใฑใใใ้ใใใฆใใพใใใใถใคใณใใใใ ใใซ้ๅธธใซๆฎๅฟตใ
Thank you so much for the review! So sorry to hear your language isn't available yet -- Smile is currently available in 5 languages and we plan to keep expanding our translations ๐ I've just sent you an email to follow-up on the possible workarounds that we can offer ๐
June 18, 2021
Setup everything and tried reading articles but not able to see any mail or notification on confirmation page or any thing tries creating account, becoming member but not able to get points on placing order. If I am not able to see it then how will out customer gonna notice day. then it will be a total waste
We're so sorry to hear that you didn't have a nice experience :( We've sent over an email to you to help out here. We'll do our best to get this sorted for you!
Dec. 29, 2020
I try this app Make a mistake in the spealling of the name of the point. Now i cant changed the name ! Thats a bummer. Need to pay to maje this change โโ๏ธ
Hello there! You should be able to change the points branding name in Program > Points under 'Points branding' on the free plan! We've sent you over an email to help out further ๐
Oct. 20, 2020
super slow also app and support staff not worth it its just waste of time interface has so many bugs issue
Hey there! We're so sorry to hear this. Our team has sent a message your way to help out.
Oct. 19, 2020
The app works quite seamlessly, but since language can not be translated, the app is rather useless for international businesses. A true shame, since adding a translation option should not be such a difficult task. Adapting shops to local markets is essential in modern e-commerce, and therefore I can not recommend this app.
Thank you for your candid review! We really value and appreciate this honest feedback. We've sent an email your way with some additional information.
Oct. 7, 2020
Update: After weeks of working with Katrina, who's been excellent with her attention to our concern, we've decided to uninstall the app. The bug in the app is a no-no, given the cost of the app which is pretty high, too. I think apps should really test all possible scenarios to avoid bugs and become transparent about what they can and cannot do, especially for apps like this which reward customers. It's a design flaw that should have been captured in the very beginning--we've had this app for years! We don't want to be shortchanging our customers; we've already manually corrected from our end (but we can't continue manually correcting or adjusting our point-system for all future rewards--defeats the purpose of having an app). It's also a lesson for us, too: to test the accuracy of the calculation of such apps, especially because there are more app choices out there and it's a responsibility that shouldn't be taken lightly. ----------------- I think I have given enough time to wait for a decent reply. The issue is affecting a big part of the feature, which is the calculation of the points, and I think other stores should really look into this as well (it is problematic). Currently you're double deducting the VAT that's included in the shipping cost. I've sent a reply to the answer I got more than a week ago; and that was even also after waiting for days on end. It's a big thing that I had to stop the app. I don't know if there's less care that is given to the legacy subscribers just because we're paying less than what it is priced now? I'm in the middle of testing a new app, which offers the same features as you guys have for much less cost. And, I have waited sooo long to really give this an objective review/trial by trying to work with you on a solution but your support is just soo bad that it looks like I will just have to let go of this app that we've had for years. And there we go; another week passes with my chat messages being ignored (and yes, I know you've got a lot of inquiries now but more than a week of no reply whatsoever is just not acceptable.
Thank you for taking the time to leave us a review! We're really sorry for the long wait time that you've experienced, and for this issue that you've experienced. We're sending over an email to help out more with this issue.