Recart: SMS & List Growth

Terrible customer service. Soma, the CEO, has no better customer skills. If I could have left zero stars, I would have.

UPDATE TO THE CEO'S RESPONSE:

Yes, while I do agree that there were billing issues and appreciate the fact that Recart was working with us and we had entered an agreement with you.
What can't be dismissed is the Alice Pai, your head of client success, is and was extremely rude and condesending to us from the very begining. So much so that we had to call her out on in some of the emails, which I will gladly share with anyone that wants to read them.
What also can't be dismissed is that Recart had entered into an agreement with us to which they did not fullfill. Instead what Alice did was nothing. Because Alice couldn't do her job, what she did was run up our bill over $3000 dollars and then expected US to pay it off completely "or else".
Then you Soma, the CEO, got involved. You again said we need to pay the full balance or you would suspend our account. Again, a balance your company ran up because YOU failed to honor the agreement. I offered a payment arrangement to which you declined and suspended my account before a weekend. I could not send text to my customers for the weekend which cost me sales. Then on the following Monday, you decided you would accept my payment arrangements. YOU suspended my account for the weekend to intentionally hurt my business. Then when you decided to re-activate my account, my number NEVER got verified. I couldn't send a text for an entire week! All this while I was trying to get away from your company. It took less than a day for the new company to get my number verified. My guess, the number was never submitted by your company to get verified. Another intentional act on your part to hurt my company. So did I get a little upset with your company and send some emails telling you how I felt about Alice....I sure did! Were some of those on the unprofessional side, yes. But YOUR actions, caused my reaction. Alice is far from professional and you SOMA, not taking responsibility for your company failures and trying to put it on my company and then intentionally hurting my company and family.....take a look in the mirror. This would have NEVER happened if you and your company had any integrity and did what they said they were gong to do.

Anyone reading this, please feel free to reach out and ask for emails. I will gladly send them to you. This company has gone downhill drastically since we had signed on with them. If you don't do what they demand, they will hurt you. ALSO, you DO NOT HAVE IMMEDIATE ACCESS TO THE CONTACTS THEY COLLECT FOR YOU. You have to request your contact list and then they will get it to you, when they can. You pay for them to collect that data, you should immediate access to your property.

This used to be a great app but my Facebook page disconnected (the success of this depends on it) I emailed days ago to 3 different support emails and 2 on the chat and not one reply. I am losing sales and will be searching for a better alternative. Beware. They take money but customer support has suddenly become non existent. Not happy.

I just realized all my emails were sent to the spam folder, also, no new features in the past 6 months...

App does not work properly..keeps sending cart reminders to customers that have already completed an order (and sending them the 10% off discount cart reminder to really infuriate customers!..have been waiting a long time for a response from the developer who cannot seem to fix the problem..they don't respond to emails asking when it will be fixed..terrible service, app has caused me more issues than benefits

Every single email gets sent to spam regardless of email content. Terrible

This app is super glitchy. It stops working each month and you lose sales because of this. Support takes hours - days to reply and still
Can’t fix the issue. I recommend researching for a different app

This was a pretty good app during the trial. I really liked it. The data by the way is incomplete and there are many errors. While my trial was live this company apparently changed hands and the price more than doubled.
After much thought I decided to give it a try and pay for the app. I signed up. Nothing has happened. The app is not working. I'm paying but nothing. I see a few collected emails here and there, but nothing like before. I have uninstalled and reinstalled it and nothing. Slow response by support to my inquiries. I'm going to have to cancel the service and request a refund or contact my credit card company for non-delivery. I am so disappointed. I was hoping that this would be a good thing.

We were getting some inaccurate 'Extra Sales' claimed by Recart so we started to write down the 'Extra Sales' and our actual sales on Shopify since 22-Dec-2020, we compared the data each day, unfortunately, almost 80% of the 'Extra Sales' are not really matching our actual sales. Let's take the most recent data on 03-Jan-2021 as an example, Recart said we've got 2 orders as the 'Extra Sales', however, we got only one order on that day. This is just one of the many inaccurate data we are having. Not sure if other users are having the same issue like ours? We sent messages to the customer support team. At the beginning, they said we should use the unique promo code for Recart - And yes we did, but the Extra Sales didn't match. We provided the screenshot showing all the proofs. And then the last reply we got is as below: "I have looked into the Sponsored Message and it had a different discount code, that I think you have not sent over previously. I have removed this code from the Sponsored message now, because I believe the code was still active, and that is why Recart kept attributing sales from it. Regarding the difference of the Extra Sales what you see on the discount code in Shopify and in Recart, the explanation is the purchases when the user does not redeem the code, but comes back to the store from a Recart message. A sale is attributed to Recart if a customer opens or clicks a Messenger notification sent by Recart and makes the purchase in the next 72 hours. Therefore, the code does not have to be used for Recart to count the Extra Sales, it is enough to get the message and purchase in the following 72 hours. Please let me know if it makes sense." I think they are telling us no matter if the sales are with the unique Recart code, or without the code, they can be counted as the 'Extra Sales' from Recart, so we've got to pay the higher monthly rate. That's ridiculous! On 03-Jan-2021, we got one order, and you claimed we got two orders and all these two orders were from Recart. How we can verify? Anyone has the same concern? We are happy to pay higher if Recart is really generating the extra sales for our store. But their replies are irresponsible and they don't even provide a solution on how we can verify where are the sales really from! Will keep spreading this out, reporting to Shopify and other social media platforms until we get a CORRECT ANSWER!

Not a stable App!

It keeps sending cart recovery messages to the customers even after purchasing which is very annoying and many of my customers reported.

They broke my themes, my product picture is not appear since i installed. The report is fake and they report a sales that never happened.