Yotpo: Product Reviews App

I spent four months evaluating options before selecting this company to manage product reviews for my business. I’m a paying client, and the onboarding experience has been unacceptable. On day one, I received four different onboarding templates from three different support reps. There was no consistent guidance or version control. I was asked to complete onboarding materials that turned out to be incorrect, and had to redo them multiple times based on conflicting instructions. The platform's email delivery system shows messages as “delivered,” but test results show that emails are not actually sending. The failures are related to improper DMARC authentication and misconfigured CNAME records. As a result, there is no reliable way to confirm whether customers are receiving emails, or if those messages are branded or compliant. During setup, the system also sent out duplicate review requests to customers due to conflicting onboarding inputs. That issue took 24 hours to resolve. Additional issues include: Support replies take 24 hours, even for setup-critical questions Help documentation frequently leads to 404 errors There is no self-service path for resolving basic issues This is not acceptable performance for a paid service. I cannot recommend this provider based on the current state of their operations.

They respond to issues, and collect the reviews, but their integration with Meta and other platforms is suspect at best.

We worked with Ian Christian via chat support to resolve a minor issue we were having where the app recently began to prompt us to go through onboarding, despite the fact that we had set up and customized the app months earlier. We didn't want to reset any of our customizations, so we wrote into support to ensure we handled resolving this properly. Without confirming anything with us, the agent apparently clicked "okay" on our onboarding prompts (exactly what we did not want to do) and reset all of the customizations we had implemented. This erased all of the professional development work we had paid for in customizing the widgets on our website, and additionally reset all the emails we had customized as well. While I understand mistakes happen, the most frustrating aspect is that the agent did not seem to care that they had done this. They hardly responded to our follow up questions, then flatly stated that they can't revert back to before they erased all of our customizations. After some pressing, they said they would escalate this matter to tier 2 support, but they had no estimate of how long it would take to hear anything, or if they could help at all anyway. In this case, we regret reaching out to Yotpo support. They degraded our customer experience and now will cost us time and money to correct everything they erased and reset.

Will not uninstall from my store.

I am telling my fellow sellers a cautionary tale. I have been with Yotpo for 7 years.. a long time in the e-commerce world. I have watched this company transition and what has become apparent is 1- there are major speed issues with all yotpo products on your shopify store 2- you will experience Google Console issues and they will expect you and your dev team to invest time to assist with a fix with no economic benefit to you 3- you will experience cost increases year over year and 4- they will have no loyalty to you if you are an older client or if your business goes through a hard season Of course, companies need to make money but their business model has slowly pulled in things like SMS. What this means for you, fellow retailer, is that you will lose compatibility with critical channels (like say, Attentive for SMS). Their response? Just move to us... bundle and save- and they treat the precious company you've built like a cable and telephone contract. This insidious way of doing business is bad for all small businesses. There are plenty of better options that won't weigh down your site, cause SEO issues and throw compatibility roadblocks into the mix (as well as save you a considerable amount of cash). This is my 15th year running my brand. My reviews are few and far between for stack tech however when I see predatory contract management that hurts business and overall operations I am compelled to share it to prevent the heartache and replatforming we are now going to undertake.

I moved from free version Judge.me to Yotpo as Yotpo looked great and lots of raving reviews about it. I was told about the visual UGC plan which I also added. The review app is great that you can leave images - however, the customisation of the email for review requests is quite basic and clunky. If you want to update the follow up email it resets everything. The visual UGC has some issues too - with things like product album not being able pull from a source of images. I've also had a few issues with the homepage gallery how it shows up on shopify - in which support has taken about 5 days and counting to fix when I thought it should be a simple fix. Uncertain about this being worth the money as of yet as there is not much perceived perks compared to free version of judge.me yet. I'm glad I didn't pay for the prime version that sales recommended yet as it wouldve felt like even more wasted money.

"We never send automatic emails to past orders, this is a step in the onboarding flow that needs to be confirmed by the user." You literally do it without any confirmation from my side.

the app was easy to use, but the overall cost just doesn't justify the product. it's too expensive to use. judge.me offers better quality products for a better price however, their customer service is on point. Daniel p had helped me transition and export all of my reviews to a new platform.

The app is not very customizable, slow, and requires HTML and coding experience to integrate in any sort of robust way. Also, the 'Immediate Update' feature, which is describe as a developer mode where you can experiment rapidly with different features of the widget, actually take 8-24 hours to update. This resulted in my customers not being able to leave a review for a day.. right after I sent out review request to all of my customers. The customer service representative who helped me solve the above described catastrophe was at least knowledgeable and helpful though. 5 Stars to Ronel for that. 2 stars to the app.

Waiting on senior team and email now...actually my case is still not solved...so im reducing this to 2 stars.....i didnt get a promised email from senior level staff to investigate why yotpo didnt have any reviews for a year...im an owner of a small business..i dont have anyone helping me so i do need a wee bit of extra support..havent got it to date...

This is a very poor app. Not so much when it comes to features but in order to access the features, even some basic ones, you need to upgrade. We were paying $299 per month. It was not worth it. We found a more affordable app that offers a lot more things at $15 than what Yotpo did at $299. Customer service is ok, but again the app we use now has a much better one. We did not feel that it actually generated more reviews than the previous app we had on store. Basically we feel more cheated than benefited, mainly due to the pricing model. Very poor. Not worth it. We also had issues with the right reviews sittig on the right pages. When we changed theme reviews got mixed and we lost some. Had to go to the previous theme to find them.

Beware of the info on the site. It lists wishlists as one of the checked items on the growth plan, but NOPE. Even though it is checked, it is not included. I will stick with the free version until I find a different provider. Mostly just upset about the amount of time wasted.

This app was really confusing to set up and I didn't receive any help from the company after reaching out several times. You would think that they would respond quickly to a potential customer, especially because it seems like a big, reputable company. I had to pretend I was a huge customer with 1000's of orders per month, then they got back to me right away. That was really disappointing that I had to lie to get a reply. Particularly, Jamie Conway never got back to me -- but then replied right away when I said I was a big customer. I wish you would give everyone the same treatment Jamie. Or if there's no support for small customers, just plainly say it. Then I spoke with Dan McHugh. He was helpful and answered many of my questions. Then I never heard from him again after our first phone call, which was also disappointing. I was surprised that he couldn't answer simple questions like "What happens when I enable automatic emails? Which of my previous customers will receive those emails?" It's not his fault -- he should be trained in these sorts of questions by the organization. Now I have things set up correctly and the app is working fine, which I had to figure out on my own. I have found the best way to get help is you have to create a ticket. I really appreciated the support from Leizel Ann. This was the first person who actually got back to me and answered my questions. Thank you Leizel Ann and I hope the rest of your company will follow your example of great customer service. 5 stars for Leizel Ann. The app works fine, I like the fact that the customer can compose the review right in their email directly, rather than clicking to another page. I have the "Reviews widget" set up so all the reviews will show up automatically on my "Reviews" page, most recent reviews showing first. I am using the free plan. If you try this app, I hope you will have better luck than I did with setup and getting support from this company.

Eh, personally I don't feel that it's good enough for $30 a month. Yotpo site isn't pretty, and its not very intuitive (they should def hire some UX designers). The one thing they are very good at, is upselling you to pay more for more features.

Works fine and easy to install! But it is too expensive. Everything cost, if you would like ratings on your Google Shopping Ads it starts from USD 249/month. Now looking to move over to other apps that are more cost effective. A bit of lack from support also..

I thought this app would be helpful but it only sent like 20% of the review emails. Most customers have reported they never received a review email. Waste of time!

The app does the work of collecting reviews. However, note the app stops collecting reviews when your shop sells over 50 products a month. I had installed this app in the middle of the month with over 10 orders processed in my store to start with, so it quickly reached the limit and now the app has stopped unless I upgrade my plan. Our site sells over 50 products a month regardless of the help of this app, so it is difficult to understand why the plans are charged based on products sold. Only a third of our customers return with reviews so the plans should be charged based on the number of reviews collected.

Interface is cluttered, and the software was constantly buggy. When issues came up, support didn't seem to know what was going on and wasn't helpful. Didn't seem like they cared at all. Price is very high, and order caps are low. If it was totally bug-free and functional, and support was awesome, we'd pay the price, but it's just not worth it for us.

As a stand alone tool, unintegrated, it works fine, does what it says on the tin. But in a modern ecommerce environment who wants tools that are unintegrated and in the review context, not communicating with Google to present your reviews in search and ads, as per this stated feature: "Drive high-intent traffic by displaying ratings in organic search results and Google Ads."? Well disappointingly, it cost $8500 per year to get access to this feature, it comes with other features, but when you are trying to grow your store this feature is very useful without the rest, but totally and completely unaffordable for smaller stores. Great if you are already the size of John Lewis or Amazon, but you probably need it less if you are already that size.. Thanks for your help Yotpo in enabling the growth of our store... NOT!!!