Identity Pet Nutrition review for Upscribe Subscriptions
April 26, 2023
This is a tremendously shady company. We agreed to switch to upscribe in January 2023. They told us we would be live within weeks. Here we are in April & we’re not live. They told us they wouldn’t charge us until we were live - they have charges us every month. We contacted them about this & are told we were refunded but we haven’t seen the refund. Nevertheless, after weeks of delay they come back months later & say we’re not the right company for you, your customizations are outside our scope. Nothing is outside what they sold us. We tried going live and there was a technical deficiency in their app they don’t want to or don’t know how to fix. Now I am in one hell of a bind bc my customers expected a new subscription management software months ago, they are mad & I am losing customers and now am being told go find another solution. Shopify needs to kick companies like this off the platform. The reply to my review below is full of lies. We did not have 100+ emails requesting changes & nothing requested was beyond the scope sold to us. We told them we required the same look and feel which they agreed too. We requested 3 or 4 changes to simple items like font or the way something was worded. They want to blame their apps inability to work with Shopify Magic Links and password-less logins by suddenly suggesting we requested a bunch of customizations which is not the truth. We hardly requested anything of Upscribe outside a functional working solution which they have failed to provide in 3+ months. The fact is their software doesn’t work. I had to contact Shopify directly to lodge a complaint and ensure my refund because they charged me every month despite saying I wouldn’t be charged until go live.
When we began our partnership, we outlined a timeframe based on your store going live with no branding customizations, which is our best practice. Our first focus is functionality given the complexities of a subscription product; a great deal of code customizations are needed regardless which is where our priority lies. Based on our installation prep form you filled out on January 23, 2023 that stated Upscribe is responsible for basic installation and functionality of our subscription product. Any customizations or front end design outside of the product's function is a responsibility of the merchant, you indicated you agreed to and understood that statement. You did express some brand customizations you wanted upon going live, which, based on what was initially explained to us, agreed to help- and at no cost. We made an exception for you in good faith. As mentioned, our first focus is function and we work to adjust our default settings to your brand color. Once you are live on the platform your dedicated Customer Success Manager will help you with any further coordination for custom work on the site. But, given the scope you explained and urgency, we tried to try to work with you. The custom development work you first mentioned quickly expanded. We went above and beyond to accommodate your asks- at no cost to you. Our team communicated that you were, in fact, able to go live within the timeline first provided. It was your choice to wait for our internal team to build you a custom experience at no fee, which is what caused delays. When we communicated how long custom development and design work can take, that was not in line with what your expectation was. There were 100+ emails with our team from design tweaks to sentence structure per your request. When it became clear we were not aligned in the scope of work you were expecting, we felt it would be best for both parties to separate. We offered you a full refund for any monies billed and provided over 30 hours in custom development work at no cost. We wish you the best in finding another solution to fit your needs.
