Recharge Subscriptions App

As soon as we set this up, we had customers sign up for subscriptions. HOWEVER, this app does not play nicely with others. We added a slider checkout and days later realized no one could buy a subscription box because Recharge needs to redirect to their own checkout page, not the Shopify checkout. OK, we fixed that problem. Then weeks later, we made a tweak within the Recharge app that changed checkout so that the first option was one time purchase not subscribe and save. Now, NO items could be added to cart. Trying to figure out what went wrong now and just had to vent about how irritating this app is.

We just launched our site upgrade almost 4 months ago and still learning the ropes for this app. I would like another round of training as we have encountered numerous scenarios that have caused issues for our customers.

I like the user friendliness of it and intend to stay with it but just need better communication or filters to prevent certain scenarios from happening and causing error messages.

EDITED from 1 star to 3 stars.

The issue I originally had was caused by bad code at my end, not the app. My bad. However, while the customer service was good after I escalated the issue with a 1 star rating, it took more than a week for someone to be able to genuinely help me out. During that week I had a lot of promises that someone was working on it, but no one actually was. In summary, The app is great, and service was good after an escalation but my experience indicates that unless you're paying for the premium service you may get deprioritized.

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Things were going awesome until I opened up a new region to sell in. The app didn't update the shipping region settings from Shopiy so customers in the new region I opened can't actually buy from me. This in itself is a very fixable issue - these things happen when working with tech. My issue, however, has been the way in which my problems has been solved, or in this case hasn't been solved. For a number of days now I have been told 'development is working on it', but over a week since I alerted Recharge to this problem and it is still not fixed and I have been given no indication of when it will be fixed or what I need to do to get it fixed faster. I've advised I am happy to pay more for premium service, or engage my own developers, but there is no response to helping me actually solve the problem apart from being told it's 'being worked on'. The problem is likely to be a very simple fix, so I can only assume I'm a long way down a queue of jobs waiting to be worked on. The issue for me is I have done PR in my new region so I am getting traffic and people trying to buy from me - it's embarrassing and costly not being able to serve them, but also not being able to tell them when it will be fixed. My expectation is that I am given a timeline or the ability to fix myself, but neither of these have been offered after multiple rounds of discussions. I've (literally) pleaded with the service reps to help me, but no result. Incredibly disappointed.

Once I got ReCharge setup, I had all kinds of issues with the backend - the subscription management tool that customers use. It was some really strange behavior that made the manager un-usable for my customers. And I tried to get help on this, but they just said "yeah, that must be a problem with your theme." I used the "Motion" paid theme from Shopify, with very little customization. I'm surprised their app would have issues with what seems like a fairly standard shopify theme. To be fair, I did not really try to follow up and get their help in solving these issues.

So, rather than try to figure it all out. I was already annoyed with some other aspects of this tool, I'm going to try out the bold subscription app.

There were several aspects that I was like: "really?" One example is that the customer get's an email with a link to setup manage their subscription - an ugly green button, and the link is completely broken, it just takes them to my homepage!! Support said: "Oh, this is because you don't have accounts setup on shopify" - who has accounts setup on shopify!? There was no warning of this ugly button or it's error. I guess that's what testing is for - but this just doesn't seem like an enterprise level solution with little issues like that.

To their credit, support was pretty quick an answering some questions, but others when they said they would get back to me, they still haven't.

Furthermore! As I'm trying to delete the app, I'm finding code left-over in my theme that wasn't deleted when I deleted the app. THIS IS SO ANNOYING!!! Apps should be required to fully delete the code they add! To be fair, lots of apps do this, I think. And, thankfully, at least in this instance, the put their name in a comment before and after - which might be more than some other apps do.

Update: I contacted support about uninstall and they did send me a link to some docs on how to uninstall, but it was not at all extensive or helpful in finding the fixes in the code I had to change. I just downloaded the theme and opened the folder in Sublime (free text editor) and was able to search the folder to easily remove about 12 sections of code left by ReCharge. Again, to be fair, many other apps may have this issue. Still it's very annoying.

App has a ton of issues with almost zero support or "above and beyond" support (only support is "we cant help but here is a list of developers you can pay OR the immediate defensive response of "this isnt our fault")

Unilateral changes made that we, as a client, are then forced to edit code to comply or pay developers to keep up. The backend dashboard has been updated looks wise but still lacks a handful of common sense, small edits to make life easier for our support team in account management.

EDIT: The only truly positive experience we've had is with Nick from eshopgenius. His development work is valued and extremely beneficial.

After a lot of back and forth, we finally have the app running and it seems to be working pretty well. My biggest complaint is support is EXTREMELY slow to respond at times, which can be frustrating in ecommerce. All my questions and issues were handled and handled correctly, just wish there was a little more ease of access to support, vie chat or anything.

Thank you to Matt J who was able to help us same day! Gives us lots of peace of mind knowing we can reach out and right away hear back. Thank you!

Account login functionality for the consumer (front end) can be faulty. The analytics are good, but could be enhanced.

They switched me over to a paid account without me asking for it. Now they no longer have a free account. 1% + .10 so now my credit card charge rate is extra high once you add this onto what credit cards/paypal is charging. Thank you for working with me and removing charges that were not mine.

There were a lot of underlying issues that were not clarify up-front. We had to contact support back and forth for help (some even took 3-4 days to respond which affected our store performance).