Lucky OrangeReviews of luckyorange.com

Response from Lucky OrangeApr 20, 2026

Thank you for sharing your feedback. We never want a price transition to feel like a surprise. To ensure a smooth changeover and to make sure service was not interrupted, we sent notifications to all legacy users on January 26th to allow time for plan adjustments. When you reached out almost 3 months after email communication was sent, our team was still willing to offer a credit and help move you to a plan that better fit your budget. We are glad to facilitate any changes to your plan moving forward. Please reach out to [email protected] or reply to the most recent email we had sent. We’d love to find a plan that works for you. Regards - Will from Lucky Orange

Response from Lucky OrangeMar 20, 2026

Thank you for sharing your feedback. We never want a price transition to feel like a surprise. To ensure a smooth changeover and to make sure service was not interrupted, we sent notifications to all legacy users on January 26th to allow time for plan adjustments. When you reached out almost a month after email communication was sent, our team was still willing to offer a credit and help move you to a plan that better fit your budget. We respect your decision to cancel instead, but we want to clarify that we were, and still are, more than happy to provide that credit to resolve the billing difference. If you change your mind and would like to reactivate with that credit applied, please reach out to [email protected] or reply to the most recent email we had sent. We’d love to find a plan that works for you. Regards - Will from Lucky Orange

Response from Lucky OrangeDec 23, 2025

Thank you for sharing your feedback. We genuinely regret any frustration caused by the unexpected charges on your account. To clarify, the charges were associated with our 'Keep Me Tracking' feature, which is designed to prevent any interruption to data collection. This feature is an optional selection during the upgrade process and can be managed at any time via your dashboard. We also send automated notifications whenever a plan adjustment occurs to ensure our users stay informed. Because the account utilized significant data processing and storage resources during this period, we were unable to provide a full refund. However, we did issue a partial refund as a gesture of goodwill. We appreciate your business and are happy to help with any further questions through our support channels. Regards - Will from Lucky Orange

Response from Lucky OrangeAug 1, 2025

Thank you for taking the time to share your feedback. Through our discussions back and forth, we've thoroughly reviewed and discussed with you that there is no record of a cancellation request, downgrade to a lower plan or the Lucky Orange app being uninstalled from your Shopify store. As a safeguard for merchants, any subscription changes must be confirmed through Shopify's billing system. Our records indicate that the app has remained installed and active, which is why data collection, data storage, and billing have continued. Monthly receipts are sent by Shopify and outlines each app and their charges within the receipt while the application would have still shown as installed within your Shopify admin. To make sure you have fully ended your subscription, please make sure to either switch to the free plan and confirm that change through Shopify or uninstall the Lucky Orange app from your store. Uninstalling the app will ensure the tracking code is removed and your subscription is fully terminated. If you have any questions, please contact our support team. We're here to help. Regards - Bradley from Lucky Orange

Response from Lucky OrangeFeb 12, 2025

We are sorry to hear you feel that way as we always work to provide the best experience for our customers. For us to help resolve the issue you had, could you please reach out to [email protected] with more details on the features that did not work? We are currently having a hard time tracking down your exact experience and want to make sure we resolve any outstanding issues for you right away. Best Regards - Kelsey from Lucky Orange

Response from Lucky OrangeFeb 6, 2025

We are sorry to hear you feel that way as we always work to provide the best experience for your customers. Our team quickly responded to your initial request for a refund and already issued a pro-rated refund for the unused time on the app while your Shopify store was closed. We are waiting for Shopify to complete the refund on their end. Unfortunately, we don’t have any control over when Shopify will issue your refund, but you can contact them to request an update. The refund process can take up to 30 days. I would be more than happy to connect further to discuss any outstanding concerns so we can make sure you are all taken care of now and moving forward. Please reply to my last email to continue our conversation. I look forward to hearing from you soon. Best Regards - Kelsey from Lucky Orange

Response from Lucky OrangeJun 7, 2024

Just letting you know that your account was refunded right away for the upgrade charge once you contacted our support team before posting this review. To clarify, we never charged you while you were on a free plan. You were actually subscribed to an annual plan before deciding to cancel your account. We appreciate your feedback and would love to connect to ensure that your concerns are fully addressed and to answer any questions you may have. Please reply to my last email to find time to connect. I will be watching our inbox for your email. Best Regards - Kelsey from Lucky Orange

Response from Lucky OrangeApr 10, 2024

We appreciate your feedback and understand your frustration. A bug, which has already been reported to the Google Chrome team, prevents Lucky Orange from creating dynamic recordings on older versions of a Magento site for visitors using chromium-based browsers. This bug prevents session recordings and live view for these visitors from being captured by our system. You can learn more about this bug here: https://help-preview.luckyorange.com/article/280-how-to-install-in-magento In reviewing your account, I confirmed that the largest majority of your visitors use Chrome which would impact how we capture and render their sessions. I would be happy to discuss this further with you and help resolve your issues with chat. Simply reply to my last email to get the conversation started. I look forward to hearing from you soon. Best Regards - Kelsey from Lucky Orange