Winback: SMS Marketing
Winback: SMS Marketing
Rating
3.4
feedback
91
chart
#4,779
All reviews
Rating Breakdown
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June 7, 2024
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.
Nov. 21, 2023
The app is not working anymore (not loading). Customer support is not responding. They replied that they were investigating the issue 4 days ago. I wrote them back and did not get any response since then.
Dec. 30, 2022
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
Dec. 20, 2022
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.
March 26, 2022
This used to be an excellent app and I used it for several years successfully, but around March 2022 it completely changed, the dashboard changed, I stopped receiving notifications when customers replied to messages, so they ended up being unreplied to. Chat support replies also weren't sent to my email so I didn't know when support had replied. Something has become seriously broken with this app and I can no longer recommend it. Too bad as it was very effective before it was changed.
Hi Emu Joy, We apologize for any inconvenience caused by the changes to our app. We understand the importance of keeping our users informed and providing prompt support, and we worked to address these issues. Please reach out to me at [email protected] so we can discuss how to make it up to you. We value your feedback and want to ensure that our app meets your needs and expectations. Best regards, Gabriel
Nov. 11, 2021
if I can give zero star i will. The app is helpful, but the customer service is really really bad, the one Named "Joe" never helped anyting, yes, you sent an email to him, the first time he replied, and then if you asked for some help, they never reply. you have to contacted them time and time, he should be fired right now!! this waster so much time. report you, if i find a better SMS app, i won't use this right away
Hi Lofaris, We apologize for the inconvenience you've experienced with our customer service. We understand the importance of timely and effective communication. As the Marketing Manager at Winback, I want to assure you that your feedback has been taken seriously. We improved our support team's responsiveness by adding more agents to our team. Please feel free to contact me directly at [email protected] so we can discuss how to make it up to you. We hope to have the opportunity to serve you better in the future. Best regards, Gabriel
July 15, 2021
This app was helping me but I had to check few more options prior finalizing, they punish you for testing the waters. I have been blocked by these guys, this is really stupid! And this was coz' I had used them on a previous store of mine and had left a great review as well & I was in consistent conversation with them. And they have hard-blocked my IP address, else the current store here never even got to use this app as a result. Had been very patient with you guys, but enough, I had to leave this honest review now, it's been a frustrating experience. I just saw your response to my review, what spam was sent to you, why are you lying? Provide the proof of the spam sent to you please... You lack the capability to keep proper checks & just disturbing genuine customers. And then you say spam! You lack professional sense, that's the reason your growth has staggered, learn to identify what's really spam!
Hi FisherPlay, Your store was banned from using Winback due to abuse. It's unfortunate, but we had no choice but to stop them from signing up for another store after their first one was caught sending spam. Please feel free to contact me directly at [email protected] if you want to discuss your situation. Best regards, Gabriel
July 13, 2024
(READ 2024 UPDATE BELOW) Amazing App! Definitely going to be investing more in this app than emails. I am a small biz and since September I've made over $7,000 (close to $8,000!) in reclaimed sales from this app alone! Easy to send campaigns and respond directly to your customers concerns. Sent a recent campaign to customers who never purchased before and the return has been AMAZING! Joe is quick to respond to any questions and even hop on a fast zoom call full of advice! If you're looking for an app to text - LOOK NO FURTHER. Seriously the best investment that has paid for itself a thousand times over by now. Thanks Winback & Joe! 2024 UPDATE: HORRIBLE! DO NOT use this service do not expect any assistance with help. For the holiday season my SMS sent to only HALF of my subscribers costing me thousands in sales. They kept telling me they were looking into it and it was fixed and each time was the same issue. This went on for 4 months, I requested reimbursement for 3 months, should have been 4 since I didn't use an entire month, and they keep saying they are escalting the issues and that they have fixed them but it still only would send to half my subscribers. The interesting part was they were saying it was a carrier update- I have my personal number on the subscriber list, out of 4 campaigns my number had a SMS delivered one time- the second one, so if it was a carrier update it should never be delivered to my number. This leads me to believe it was an internal issue. They do not reply anymore and they do not assist. DO NOT USE THIS SERVICE!!!!
Hi Booty Scrunch Mami, We're absolutely thrilled to hear about your success with our app and the impressive reclaimed sales figures! It's great to know that our easy-to-use features and responsive support have made a difference for your small business. Thank you for your kind words, and if you ever need any help, just let us know. Best regards, Gabriel
March 19, 2021
3 REASONS NOT TO USE THIS APP: 1. The metrics that are used are totally false. I brought this up to Joe that it makes it seem like the app has brought in a lot more money it actually did and he told me to go use another app instead. The app literally said that I had made a certain amount JUST from the app that month when I hadn't even made that much at all! Insane! 2. Please beware his prices are WAY MORE EXPENSIVE THAN OTHER APPS! I switched to Postscript and I am much happier now and pay a lot less for much better service. Thank you for giving me the suggestion to switch apps, Joe. Great suggestion! 3. He is the only customer service agent so his responses are very slow in comparison to other apps. *All of this was documented via the chat and e-mails.*
Hello, The Dog Mom Club, It's always sad when someone has a bad experience with us. Let's start to make things right by addressing all issues you brought up: We use both click-through and read-through attribution, just like all other email apps (like Klaviyo) and SMS tools (like Postscript). All orders we take credit for are tagged in Shopify and can be verified with UTM parameters. Shopify would not allow us to do marketing event attribution through order tags if we were not doing it correctly. Our prices (0.96c/SMS) are cheaper than Postscript and SMSBump. Anyone can look this up and do a simple cost comparison. We're a small team, so it may take us a few hours to respond to a ticket. However, once we get to a ticket, we put our best efforts into fixing it as fast as we can. Please reach out to me at [email protected] so we can discuss how to make it up to you. We want to ensure your satisfaction and provide the best possible support for your business. Thank you for your feedback.
Nov. 1, 2023
Seems they are no longer in business and offer no support anymore, I was a customer for 2 years and now I just get a 504 error when entering the app. Such a shame because this app generated over $500k in revenue for me :(
Hello Straton Watch Company, Thank you for your kind words! We're happy to know that you've been a satisfied customer for over a year now. It's great to hear that Joe was proactive in offering suggestions and helping you utilize new features. We appreciate your support, and if you have any questions or need assistance, please reach out anytime! Best regards, Gabriel
Sept. 5, 2020
Update: There was no miscommunication in the email. I checked and verified that winback staff created coupons in my store without permission and sms prompt was on my live site. It is not acceptable to make changes to a business website without permission. —- OVERLY AGGRESSIVE!!! They turned on a feature to our live site which tells customers they will receive 10% off if they provide their phone number. Seriously! They just turned it on and sent us a message afterwards informing us. I have never seen such unprofessional and overly aggressive behavior. The app “appears” effective but didn’t do much compared to what the standard free emails do anyway. I was already on the fence about deleting it and then they had the nerve to implement a 10% sale on my site without my permission!!
We emailed you asking you for permission to turn it on, and we showed you what it would look like. We did NOT turn it on for you! All SMS apps (Postscript, SMSBump, etc) create discount codes on behalf of your store. We do the same thing since but the default is for you to use your own discount codes (or none at all).
Aug. 7, 2020
I actually really like the app but, woke up to some unprofessionalism from WinBack who removed the app from my store. Why? Apparently my free account “wasn’t approved.” Believe it or not I actually got an email that they’re “financially unable to support my account”. Good app just don’t get too attached because they do change plans and do not honour what you already have. UPDATE: Go figure after calling my phone 5 times and begging in email to remove my HONEST REVIEW they turn to deformation. Of course I didn’t pay because the services were free up to 250 messages which I didn’t use. Joe if you need to feed you family with your app I suggest you do not spam peoples instagrams with a pitty story about your family just for people to change HONEST REVIEWS. Make your business better, leaving petty lies in your review section says more about you then it ever will about me. But I hope everyone does google MontrealMink.com More traffic, More income
Hi Montreal Mink, We apologize for any confusion or inconvenience you've experienced with our app and account policies in the past. We want to assure you that Winback is now under new ownership and management, and we are fully committed to providing the best service to our customers. We'd like to discuss your concerns and find a way to make things right, ensuring that you have a positive experience with our app moving forward. Please feel free to reach out to me at [email protected], and we can work together to address any issues and improve your experience. Thank you for your feedback, and we hope to hear from you soon. Best regards, Gabriel