Yotpo: Loyalty & Rewards

March 3, 2019

I have had problems from the beginning with BOTH SWELL AND YOTPO. WE are now three weeks in and they still CANT get it right. To make matters worse. they are trying to charge me and I haven't even reached a full 30 days yet. we are on day 17. This is CRAZYYYYY. I am looking for other options at this point. support is HORRIBLE, INCONSISTENT, AND FRUSTRATING!!! the tech support is horrible because it takes FOREVER to get problems resolved. To my understanding- they outsource for their tech support. MAJOR problem. I bought into the whole "YOTPO SWELL" thing because they are the same company and I have NOT been able to get anything working as they advertised. EXTREMELY disappointing so far. Hoping these two companies get it together and fix ALL of my issues that I have requested help for or I will be going to another company and requesting a FULL REFUND you guys need to get it together! too many different reps handling the same account and not everyone is trained the same. One rep helped me with one issue and then the next rep messed up what the previous rep did. he sends me emails and I respond REPEATEDLY yet he ACTS like he is not seeing me emails. THIS IS THE WORST EVERRRRR!!!!!!! HORRIBLE

Feb. 18, 2019

Using with Shopify POS work 1/3 times and now stop work, contact by email and chat but no one reply.

Feb. 12, 2019

The app isn't rendering icons correctly since we launched it, the "refer a friend" option doesn't even show up. we have been reaching out to support to no avail, and are extremely disappointed in the service. We upgraded, thinking that the free version was glitchy on purpose, because we had launched it via our newsletter (because it initially appeared to be working correctly), and were worried about our customers experience. We want a refund for the upgrade and to discontinue using this app. Shopify should not be encouraging faulty plug-ins/apps to their customers. We have spend a lot of time setting up to no success, and it's very upsetting that there is NO SUPPORT!

Feb. 9, 2019

I had to cancel my subscription for Swell before even launching the app due solely to the lack of customer service from Swell, which was recently acquired by Yotpo. After many hours configuring the app on my own, I contacted support with three final (and uncomplicated) questions. After more than two weeks, two additional follow-up e-mails to support, and additional e-mails to a sales rep, I have still not received a single response from Swell's support team. Even worse, the sales rep suggested that I pay more to receive better service on the premium enterprise plan. I paid approximately $300/month for the gold plan, which is the highest self-service tier. I also investigated Yotpo, as I was looking for a product review app to integrate with Swell rewards. After following up multiple times with a sales rep for help and information, I was quoted about $8K/year. It would be absurd to pay this company anything, let alone $11K+/year, for this level of service. There are plenty of other options for both rewards and review apps.

Jan. 17, 2019

The potential for this app looked amazing. But the support for installation and setup is non-existing. The campaigns we have created are not showing the pop-up. I wrote to ask Swell for support but just got a screen shot back saying everthings looks okay - even though in the screen shot the campains for reward is not the same as the ones I have created. I have started a support chat but seems there are no real persons there - just an email saying we have created a ticket for you. and then no reply to that for days. Hope the installation issues will be solved and the app proves to do some of the fancy stuff they so highly claim they can do.

Nov. 21, 2018

FELLOW SHOPIFY PLUS MERCHANTS BE WARNED! We signed with Swell in early May on their premier Platinum plan. Overall we have had a very negative experience and have repeatedly found bugs in their platform that have had negative financial ramifications for us. One of the main things that attracted us to Swell was the more customized program design they offered. This process was OK although small delays did sneak in when we needed to pick up on relatively small (but important!) design elements. Overall the our impression was a 'good enough' approach, which to us seemed counter to the stated aim of driving as much traffic as possible to the rewards page. Their developers also struggled with Shopify theme code management outside of Shopify (we use Github). The soft launch of our program was late July. Soon after launch we found a couple of serious bugs in their platform that has significantly dented our confidence in it’s reliability. One issue (awarding points for the purchase of gift cards and purchases using gift cards) was promptly resolved. However we have been waiting more than three months for the resolution of a bug affecting the treatment of refunds. We also complained about the slow speed to load a customer’s point balance but was told this was expected behavior. The Swell team have been slow to respond to emails. I am still waiting for a response to an email I sent 9 days ago to our dedicated ‘Client Success Manager’ for example.

Nov. 9, 2018

POOR support I rate 1 star for now. I have been contacting the support many times, but no response even with the Gold Plan.

Oct. 19, 2018

Unbelievably, the pricing structure is programmed to include Point-of-Sale sales when determining your tier. So not only is Swell structuring what they charge you based on orders that they have absolutely nothing to do with whatsoever (offline sales), but they then want to claim a surcharge per sale for each of those offline sales when your total net number of sales exceeds a certain number (depending on your tier, its 200 for the $29/month plan). As though they deserve payment for your offline sales. Utterly absurd. Swell should be ashamed of themselves. There's plenty of competition in this space to avoid this underhanded approach, even if doing so purely on principle. I believe this is the first negative review I've taken the time to write about any app.

Oct. 10, 2018

Paying $630.00 USD a month but receive zero support. Asking for help on some simple issue but was not willing to help, keep pushing us away. Feel like a fool to sign a year contract. Be careful.

Oct. 9, 2018

The support is absolutely not responsive. The app is buggy, the setting is not user-friendly. 1. Follow @ Instagram can be completed multiple times. I have many buyers just earn many points and just get rewards with the points, which cause a loss in business. The support never get back to me although 3 days passed, I have to manually adjust the points for all the customers 2. Refer a friend doesn't work although "fraud prevention" has been disabled.

Oct. 1, 2018

This app has become so frustrating for us. We use the Shopify POS app for our brick and mortar store and there is no way for us to redeem points or even look up points through this app. It worked on the iPad app but not the android tablet we now use. We have to go into a browser and do everything manually. People are too impatient to wait for this. This is an expensive product to not function properly.

Sept. 23, 2018

Added this under the assumption it was a free app, very limited usage making it pointless unless you upgrade which for a business starting out is not feasible. have now uninstalled and will continue my search.

July 24, 2018

Going on day 74 and I STILL am not running at full steam. I was promised a 6-week implementation and have two sites. One just launched (week 9_ and we now have about a load of pissed off customers because points are not working right. Great thing is, its Tuesday and I haven't heard from them since last Thursday... My second site is still not launched and I have been given 5 delayed dates, the last being last Friday. Great thing is, it never launched and I didn't even get a call, and its Tuesday and I have not hard anything... So frustrated right now, wish i would have gone with a different tool.

June 25, 2018

Avoid this application by all means!!!!!! Never use this service and it has cost us a lot to fix all the problems. Rewards system works for our business, and our customers check their rewards very frequently and it was all good until one customer reported missing points, it turns out that for that particular customer, Swell did not automatically give points and we had to manually add points to her. It was a VIP customer and we get requests to manually add points very often and that requires lots of time, and it DECREASED our customer satisfaction by a huge chunk, and we see less and less orders because our VIP customers are not happy about having to email us to get their points added. Swell charges you a fee once you reach certain subscribers, and bigger problems will happen then. I reached out to their support team and they do not respond to you until one week later, when all of our customers are officially pissed off. the only reply from them is that I need to contact Shopify, that it is Shopify's problem in sending them orders, but it only happens to random orders, meaning that Swell does not work fully compatibly with Shopify, so this system should not be used by any business, just to save some troubles. The response I get from Shopify is that I need to contact Swell, as Swell is the developer and they need to sort out the problems with Shopify. Then Swell just does not care about our business, and our customers are not getting points, and we as a business piss off our customers by not able to give them points automatically as promised. This Swell rewards is a huge joke! We are moving to a new reward application that actually works, so bye Swell!

March 8, 2019

I hate giving bad reviews but they don’t I still confidence. Highly expensive. Customers keep getting massive amounts of free points, system is badly flawed. Terrible communication after a year we are moving providers....... terrible service. We have given them opportunity after opportunity to resolve issues and communicate with us but no joy. I’m an old school kind of guy and refuse point blank to pay someone hundreds of dollars a month for a knackered broken product. I can lose money for free I don’t need to pay someone to lose me money. People are redeeming points and then getting those points back because of a glitch, no matter how many times we try and communicate these guys don’t get back to us quick enough. By quick enough I expect a reply within 48 hrs not over a week later. I will never use swell rewards again and I am now setting up an account with a different provider and going to cancel swell over the next couple of weeks. One thing they won’t tell you is that there is no confirmation of a page being shared or a ‘follow or like’ Facebook and twitter etc won’t allow it anymore but swell won’t tell you that. If I had a mind to I could rip the arse out of any shop that has swell rewards, it is totally unsafe for any shop owner and sorry to say I am throwing them in the bin.

Feb. 12, 2018

It simply did not work. Every time I tried to edit the rewards page, it kept telling me I had to upgrade. Same with a pop up about the rewards program. AND it said there would be a tab shown for the rewards program on my site. Nope.. nothing. I will not be using this app. Very disappointed.

Nov. 28, 2017

Works, and thats all, not very good for us, hard to say why. visit www.casemiroarts.com

Oct. 27, 2017

not ready to spent money on something that is $0.00 a month

Oct. 11, 2018

Very unhappy, upgraded only to be told it will cost me $150 to get the upgrades installed on my site. Is this a joke? im paying you and you want more money to make sure its installed? NOT HAPPY

June 2, 2017

Used this app for months, invested over $600 and got less than half back from their service. We have lots of people signing up but the way it works it really does not do anything special to convert. They have tools but they are pretty basic. Overall its a tracking program and it does that well but it really did not create more sales. Updated review: tried a few other options and still no good results. Here are my stats: Value Generated: $512 Total investment: $644 Issued 1,000,000 points and 10,000 have been redeemed. We just don't see customers increasing their spend or frequency. Programs like this just dont work that well anymore.