ReConvert Upsell & Cross Sell!

We stopped using this app after learning that (despite being told the contrary when we signed up) they charge for both online and POS orders. They then rely on the merchant to communicate which orders are POS orders and request a refund to correct the billing charge. We feel that it is unethical to knowingly overcharge a customer and then require that they take action each and every month to have their bill corrected. This information should be transparent to customers before they decide to work with this app.

Update: We uninstalled the app, as the billing situation and requirements of us would not be sustainable for our business. We were refunded the charge made to our account for the days we used the app, which we appreciate. The above lack of transparency issues surrounding pricing still exist, however.

Edited to add an update involving my interactions with Jordan specifically. First - I was told my issue would be resolved on a day that the development team didn’t work and the update I requested on that day (the day the development team didn’t work) and I was told the development team (who was not even working) looked at the variant image issue and the issue was resolved. I showed them screenshots of the issue not being resolved and they continued to be dishonest about fixes. On Tuesday - when the development team was back to work - I was sent a video from Jordan claiming the video showed the fix being completed.

In the video - the video the development team recorded and Jordan presumably previewed before sending it over - the video clearly shows the variant images not changing. I was in touch with a support agent named Justin who agreed that the fix was not completed - which could not have been more obvious.

Next, Jordan said that he and another associate watched the video and the fix was completed. Again, IT CLEARLY WAS NOT COMPLETED.

Next, Jordan blamed my variant images being too similar in design - as if that has anything to do with the variants changing.

Next, Jordan reached out to me to say the fix was finally completed - and once again - the issue is still unresolved. It has been more than 9 days at this point.

Let’s be very real right now and straight to the point - Safta told me how pleasant I was the day before and asked me what happened. What happened is that your staff is dishonest when it comes to every single communication they send. Including you, Jordan. You blocked my communication when I asked you to call me and you refused - even though I has just spoken to Riya so I know phone contact is possible. You just didn’t want to do your job. Just like viewing the video and trying to convince me that it was fixed when the video showed the exact error I told you was happening.

Your team will blame anyone because this is a behavior you taught them. Your leadership has failed this app and is honestly laughable. Again, you’re blaming me saying I was too mean or too aggressive with attempting to get my issue resolved. The point is - I was promised Friday night that the fix would be made first thing the next morning only to be told that the issue was already looked at by the dev team and they found the feature to be working — when the dev team wasn’t even there.

I’ve been strung along by the entire staff and lied to at every single step along the way. The fact is, I was incredibly pleasant during set up and I have screenshots to prove it. I became increasingly unpleasant the more I was lied to. Staff should not be telling people fixes will be made when the dev team is not there. Staff should not then be telling merchants that the dev team WHO WAS NOT WORKING looked at the issue and fixed it WHEN THE OSSUE WAS NOT FIXED.

Anyone in my position would be just as unhappy with the customer support experience I’ve had. And Safta asked me for a review like 10 times during the original set up and even stated that her pay is based on good reviews - which I have screenshots of as well - so I know how your app is getting so many good reviews. They hound you to review immediately.

All of my points can be proven. Anyone feel free to reach out and I’m happy to share and swap experiences.

Original Review:

The staff has been deceitful every step of the way. Ashley told me the development team would fix my problem on Saturday - but the development team doesn't work on the weekends. Safta told me on Saturday that the development team had looked at the issue - again, the development team is not in office on the weekends, so this claim cannot be true. Riya said the feature setting was not turned on and so she just turned it on - which does not align with Ashley and Safta who both looked at the feature and confirmed it was activated. Riya said the issue would be fixed on Monday when the dev team was again available.

So, on Monday, I went to receive an update and Jordan, the supervisor, told me that the issue may take weeks to resolve. He also pointed out how many sales I've made using the app implying that my issue was not a big deal - at which point I showed him that 75% of those sales were made by me doing testing. He said he did not realize that and offered no apology for the obvious overlook. He also did not apologize for the disrespectful behavior of the support staff. The feature in question that is not functioning properly is a fairly simple and absolutely necessary feature - the images for the variant selected in the post purchase offer don't change - which causes my customers to feel confused about their purchase, leading to either no purchase at all or an email about their confusion. This simply cannot take weeks to fix, and I had already been advised that the issue would be resolved Monday. Ultimately, Jordan refused to call me to discuss the matter and refused to five me the Director of the customer experience's name or contact information and ended the chat with "He will contact you IF he finds a reason to" and then blocked me from chatting entirely.

The clear pattern here is the lack of care from support staff. I've had issues with apps prior, we all have, especially at onboarding. Thats acceptable and is part of the onboarding experience. However, the never-ending runaround and dishonesty from the staff is something I truly can say I have never experienced with any other app I've ever used.

Bottom line, just based on the support experience alone, I would not recommend this app. There are more bugs that I have not listed such as funnels not showing when they should, confirmed to be a fault by the support staff. But truly, as a business owner and avid app user on Shopify, this is the absolute worst, horrid customer service experience have ever had...by far.

UPDATE: IT'S BEEN FEW MONTHS UNINSTALLING THEY ARE STILL CHARGING YOU EVERY MONTH MINIMUM OF 4.04£ totally CRAZY.
DO NOT USE THIS APP

complete scammers. they take money from your store even though their app doesn't work "Riya" especially ignored me for weeks even though I told her the app is not working on my store. they said they would fix it and 1 week later I texted again they forgot, but they did not forget to charge me for 5-7 dollars because I had sales. "Shafta" is talking as if it was my fault and she only replies when they charge you some kind of money. Complete rip off. (The upsell app does not even show for my clients btw) total disappointment. DO NOT RECOMMEND

I recently had the chance to use this app, but my experience was far from satisfactory. One major issue I encountered is the company behind the app. Unfortunately, they seem to lack transparency and reliability in their customer engagement.
A particular area of concern is the invoices sent out to customers. I strongly advise anyone using this app to double-check the invoices you receive—they may contain discrepancies. This lack of attention to detail and clear communication leaves a lot to be desired.
While the app itself might serve its purpose in some respects, the poor customer management practices overshadow its potential. It's disappointing to encounter such a lack of accountability.
For anyone considering this app, proceed with caution, and ensure you keep an eye on your billing details. Transparency and reliability are crucial, and sadly this company falls short.

Pricing is super confusing. When it says you'll be charged based on usage fees, I would think that means for the actual app itself making me money. In the 6 months I had the app I only got 3 upsell orders but but they were charging me every month sometimes as high as $14.99 in usage fees and I'm not sure for what. So any extra money I made on the upsells went back to them and beyond. How are you charging people for sales you didn't make? And the flows are not easy to setup at all. Going to go back to honeybear upsells.

Don't know if app works actually. I installed it but didn't even activate any functionality (app not working actually, not fully installed, neither with the access to the information it needed) and even though, charges where made.
Customer success does not exist, and when we escalated to the app team, the answer was some kind of "terms and conditions were clear, you didn't use it, there is nothing I can do, and we will not refund anything, even if you didn't fully install the app".

After all, we build most of the functionality the app promised from our side with the check out extensibility (I dont know if better of worst than the app, I didn't even used it!)

Stupidly expensive app. Taking money not just on the orders created through post-purchase but based on your stores own hard earned orders is unfair. This app resulted in 2 extra small discounted orders totalling $28 but charged $80 because our store has many unrelated orders. Stay clear! Looking at a few of their 5 star reviews they seem fake. Stay clear this app is a scam

App is not working with new Stripe update, but ReConvert does not know about it and will just keep you busy without any further help.
Constantly received wrong information and then someone else from the team would advise the complete opposite. Confusing communication, very disappointing considering you spend hours setting everything up and they are not able to tell you what the problem is after days and then another app just tells you it is because of stripe within 2 minutes. Total waste of my time the past week

Molto pessima come app. Non funzionale e assistenza al quanto discutibile. inoltre alla richiesta di rimborso per addebiti non dovuti si nascondo dicendo che l'app non era correttamente disinstallata. Piccolo particolare, pure la fatture riportano la dicitura "app disinstallata". Una stella forse è troppo

charged without our consent, app only upsold once and then wasn't live for days, will request refund of $29 USD