Atlas: AI Store Builder
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I cancelled my subscription and uninstalled Atlas: AI Store Builder before the end of the 30-day free trial. Despite cancelling within the free trial period, I was charged $83.13.
I believe this charge is unfair because I cancelled the app before the trial expired. I am extremely disappointed that I was charged after taking the necessary steps to cancel the service.
Furthermore, I cannot find any customer support contact information within the app to resolve this issue.
I am requesting a full refund of $83.13 and a clear explanation of why I was charged despite cancelling before the end of my free trial.
Please investigate this billing issue and resolve it as soon as possible. I expect a fair resolution and confirmation that no further charges will be made.
Hi,
I read your review and wanted to reach out personally. My name is Eddie, and I'm the Head of Support at Atlas.
I completely understand how frustrating it is to see a charge you weren't expecting, especially after taking the steps to cancel. I want to be transparent about what happened: the free trial on Atlas is 7 days rather than 30, so Shopify processed the subscription charge once the trial ended, before the app was uninstalled. I can see how easy that is to mix up, and it's on us to make the trial length clearer from the start.
That said, I don't want you leaving with this experience. I've sent you an email directly, and I'll be happy to get this resolved for you. Since the app is uninstalled, your subscription is fully cancelled and no further charges will be made.
You're also right that support should be easier to find. If you don't see my email, you can reach me at eddie@helloatlas.io and I'll handle it personally.
You have my direct attention on this. I'd really appreciate the opportunity to turn this into the 5-star experience it should have been from the start.
Best Regards,
Eddie
I hate this product It's not easy to use and it doesn't customize as it says it does and the worst part is they don't even list a customer service number or email I had to search for it.
Hey there,
I read your review and wanted to reach out personally. My name is Eddie, and I'm the Head of Support at Atlas.
I'm sorry this is how your first few days have gone. If the customization isn't doing what you expected it to, I'd love to help guide you through it personally.
Having to go searching for a way to reach us isn't okay, and we do try to make our support line easy to find. There's a chat inside the Atlas app where our AI can help with troubleshooting right away, our agents are online throughout the day on weekdays, and our email coverage runs 7 days a week.
I've gone ahead and emailed you directly so we can pick this up right away. If you can tell me which parts you were trying to change, I'll take a look and either get it working the way you wanted or make things right on our end. You can just reply to that email, or reach me at eddie@helloatlas.io.
You have my direct attention on this. I'd really appreciate the opportunity to turn this into the 5-star experience it should have been from the start.
Best Regards,
Eddie
Having issues, app still embedded in my store preventing checkout orders, but no support contact provided. Can you please remove anything left of your code from my store ?
Hi Zoila,
I read your review and wanted to reach out personally. My name is Eddie, and I'm the Head of Support at Atlas.
Your message arrived at a time when our team wasn't available, so it hadn't reached anyone yet when you wrote this. I'm sorry that left you stuck without anyone to talk to.
You should already have two emails from us, one from our support address and one from me directly. Reply to whichever one is easier and I'll personally help you get everything fixed, whether you'd prefer that I guide you through it or simply take care of it for you. You're also welcome to reach me at eddie@helloatlas.io.
You have my direct attention on this, and I'd really appreciate the chance to make it right for you.
Best Regards,
Eddie
Don't take it. This is going to be your worst nightmare. Cancelled it, uninstalled it, but still getting charged. Tried asking help from Shopify but no help provided. Have emailed ATLAS, lets see they give a refund or not.
06/07/2026
Still facing issues, now I am like seriously concerned. Last time the refund got initiated but again the same problem is here. After every few days I keep fighting the same issue and honestly its exhausting dealing with the same issue again and again. Now I just want to get rid o this Atlas asap. I say it again, DON'T TAKE IT GUYS, YOU WILL REGRET IT.
Hi there,
I’m Eddie, Head of Support at Atlas. I read your review and wanted to reach out personally.
Billing issues are something we take very seriously at Atlas, and we always do whatever it takes to resolve the situation properly. I checked your account and I’ve emailed you directly so we can review what happened and resolve this billing issue immediately.
I’m sorry for the frustration this caused. You have my full attention on this, and I’ll handle it personally.
Best Regards,
Eddie
I uninstalled the app but it still appears to be charging me. On top of that I can't seem to find their support channel or email or anything. Website has nothing.
ABSOLUTELY AMAZING CUSTOMER SUPPORT TEAM.
I wanted a refund because I got charged even tho I havnt used atlas in ages and I contacted their support team for a refund and they INSTANTLY GAVE IT TO ME NO QUESTIONS ASKED.
This is the best and fastest customer support team I have ever contacted while others ask me dozens of questions and proof before giving me a refund.
Highly recommend atlas ai to everyone they make amazing products pages.
Absolutely amazing customer service very fast and extremely helpful eddie is an absolute wonder fixed my website in less than 5 minutes
Absolutely impeccable customer service, in my case with Eddie, honestly this has really encouraged me to want to continue working with atlas ai!
Hi Posturea,
Thank you so much for this! Two days in and already feeling good about where things are headed is exactly the start we hope for.
Eddie will be glad to hear it made that kind of difference, and we'll make sure he sees this. Impeccable is a high bar, and it's one the whole team is aiming for with every merchant.
Excited to see what you build. If anything ever comes up, just reach out, we're here.
El soporte es lo mejor! estoy muy feliz de usar su app, he pagado por temas y muchas veces incluido el tema actual no dan soporte siempre se lavan las manos pero atlas me soluciono todos los problemas y me ayudaron en cada momento, sin duda merece la pena usar esta app
Hola
¡Gracias por estas palabras, de verdad significan mucho para todo el equipo!
Sabemos lo frustrante que es quedarte sin respuestas cuando algo no funciona en tu tienda, así que nos alegra muchísimo haber sido justo lo contrario: estar ahí en cada momento hasta que todo quedara resuelto. Eso es exactamente lo que queremos que Atlas sea para cada merchant.
Nueve meses juntos ya, y seguiremos trabajando para estar a la altura. Cuando necesites algo, escríbenos, aquí estamos.
¡Mucho éxito con tu tienda!
Estupenda!!, Eddie ha sido muy profesional y paciente, y se ha involucrado muchísimo con mi problema, y me a aportado las soluciones que necesitaba. Agradezco y valoro que podemos disponer de profesionales como él.
Hola NovaFinds,
¡Muchísimas gracias por tus palabras! Eddie se va a alegrar mucho de leer esto, y nos aseguraremos de que lo vea.
Que se haya involucrado a fondo con tu problema y te haya dado las soluciones que necesitabas es justo la forma en la que queremos trabajar en Atlas. Poder contar con ese nivel de atención es algo que cuidamos mucho.
Si en algún momento vuelve a surgir algo, ya sabes dónde encontrarnos, aquí estamos.
¡Un abrazo y mucho éxito con tu tienda!
