Over a number of months I attempted to onboard this app, as it looked really promising - especially for being able to print A6 international labels via Australia Post (CN22), which at the time was the only one that could - however, unfortunately found a number of issues in doing so, across the apps functionality/bugs, the support processes, and the billing / payment plans, which I was told had not yet been finalised.
I was charged with no notice or warning of going over the free threshold. I don't mind being charged, but I had specifically been told that I would not be, and then was not warned when I was. I raised this, and was told that I was always going to be charged, even though I had signed up before the plans were finalised and was explicitely told I would not be.
At the time (it may have changed), you could not re-sync inventory from Shopify after initial setup. I asked if it could be done manually, which it was once, but there were still bugs. When I asked again I was first told it would be done, then I was later told it was against policy. By this point I had far too many changes in Shopify, as I was unable to use Koi, to even begin updating all the stock that had synced to Koi already.
Whilst onboarding and trying to use this app, I found that support queries often went unanswered or required multiple follow-ups. This was attributed to travel, but was not the case as the person I was communicating with had not been travelling and admitted to having not replied. That was using the email address that the support rep chose to use in providing me support, having originally used the generic support email address.
I later attempted to lodge any faults and suggestions in Discourse as I was asked to by their support rep, as they were now using that forum for such matters. In response to one post I was accused of lying - by a member of the apps support - and when I proved that I was not lying the thread, along with many of my other suggestions and issues, were deleted. At that point I did not wish to participate in such engagement, but found that the option to delete my Discorse account was not enabled.
As these matters had seemed to get worse, I escalated these issues / concerns with someone else on the the apps support team, however, this only resulted in defences instead of acknowledgement for the most part, and ultimately seemed to be landing on deaf ears, either through internal miscommunication, or a lack of care.
When I later tried to setup a new account to test the billing issue - after attempting to have a discussion with them about this - and potentially re-try using the platform from scratch, my account was erased after approximately 6 minutes, with no contact or warning. They attribute such action to automation to prevent fraud, however, the sign-up was from a verified and active Shopify account, from the same IP address as my previous account, and was not instant.
The platform (or app) does appear to be really powerful, and I tried to support their efforts as much as reasonably possible, however, would only recommend it if it's an exact fit for your needs, as support processes and transparency appear quite lacking, which in my opinion are compounded by poor management and communication.
I have kept emails and screenshots relevant to this review in case proof is ever required, as I am not typically one to leave a negative review or speak badly of a business, however, their actions - or lackthereof - consumed a lot of my time, and ultimately had a negative impact on my business which had only been operating a few months at the time.
Now in the last 36 hours I have now been emailed three times by the app developer asking me to remove this review simply because it has a negative effect on their rating, without them admitting any fault or apologising for any part in this. I unfortunately find the seeming arrogance and self-centered nature of such actions and communications disheartening, and as such not worth replying to, but I did think it best to edit this review to clarify and elaborate where relevant so that anyone reading it has enough specifics to make an informed decision.
Wix Apps
Ecwid Apps
