Winback: SMS Marketing
The reviews for this Shopify app are quite mixed. On the positive side, many users have reported significant increases in sales and revenue, with some mentioning ROI as high as 56X. The app is praised for its ease of use, effectiveness in recovering abandoned carts, and the helpful customer service provided by Joe. Users appreciate the ability to customize campaigns and receive feedback on improving conversion rates. However, there are several negative reviews highlighting issues such as the app no longer working, lack of responsiveness from the support team, and difficulties in canceling subscriptions. Some users have also mentioned problems with message delivery rates and configuration options.
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No longer works :( And crickets from the support team
The app no longer works, yet they will still continue to charge your subscription on a monthly basis. SMS messages aren't being sent and their analytics tool isn't reporting. We've messaged their support several times and they are unresponsive. They wont cancel your subscription either, you will need to reach out to Shopify support to assure they remove the subscription.
Great experience with the platform and use. Happy there’s alternatives out there for sms. So far the support has been amazing
I installed this app in the summer of 2021 and it was fantastic for a few months as was customer service with "Joe". By January of 2022 (I was and still am on the $179/mo plan and have purchased thousands of extra credits), the delivery rate plummeted and customer service became sparse. I have BEGGED (via the app and email) to have management call me to discuss the issues with the app not delivering despite the count saying 100% (I signed up as have numerous customers just to test it and RARELY receive the texts). The app "takes credit" for sales after texts go out even when those customers verify they did NOT receive the text and thus, their purchase was not at all thanks to Winback. My emails and messages requesting management contact me to fix errors (and surely offer a massive credit) are to date, almost a year later, unreturned. I am very frustrated with the lack of care for a customer who has spent a decent amount of month and who has begged for help. I do not, in any way, recommend any level of this plan given the entire 2022 performance. I am uninstalling it now as I cannot see groveling for help for another year with most of the 3k customers signed up verifying they RARELY get the texts I send out.
Hi KB Designs, I'm really sorry to hear about the issues you've faced with our app and customer service. I'm Gabriel, the Marketing Manager at Winback, and I'm here to help. Please email me at [email protected] with details about the delivery rate problem and your contact info. I'll personally look into it and get in touch with you to resolve any issues. Apologies again for the inconvenience, and I hope we can make things right for you soon. Best regards, Gabriel Zampieri Marketing Manager, Winback
Application has no possibility of configuration. It keeps sending text messages to our POS customers, when we cancel or modify an order at the POS. It should only be concerned with online orders. There is no such thing as an abandoned POS cart!!!
Hi Hickey Freeman, We apologize for any inconvenience that our app may have caused. We understand the importance of differentiating between online and POS orders, and we took your feedback into consideration. The issue has been fixed in an update. We also emailed you an offer of a gift to make things right, and we wanted to let you know that the offer is still available. Thank you for bringing this to our attention.
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