Ecwid by Lightspeed Reviews 430

WORST CUSTOMER SUPPORT! I WAS TOLD TO WAIT FOR RESOLUTION TO MY CONCERN FOR MORE THAN TWO WEEKS AND I HAVE NOT RECEIVED ANY FEEDBACK. THE ISSUE WAS NEVER RESOLVED AND I WAS MADE TO WAIT, OVER AND OVER AGAIN!

As an "old" person with limited technology experience, I have found customer support at Ecwid both fast and reliable for my sometimes "probably silly" questions. I have instant site and there have been times when they have helped me navigate some special options and send me coding, as well as explained things I didn't quite understand. I have been completely satisfied with their chat feature, being skeptical at first. Not only do the helpers have cute name (e.g. "Pinky"), which is really irrelevant, they really dig into what is needed and instead of feeling like they have to move on to the next person, they get into the nitty gritty. With other help chats, I have experienced long delays because you can tell they are helping more than one person at a time. Here, it feels like they are right with you the whole time, even if they aren't. They really seem focused on me and my issues when we are engaging. One time, I was being helped for 45 minutes, with issues being resolved the whole time. Having a full transcript of all the interactions sent to email is also so helpful for later. Although this is dated for a specific date, since the date I opened my store they have consistently been nice and helpful. I honestly don't understand the negative reviews. I have had nothing but good results, solutions, and confidence that they have helped improve MY customers' experiences.

My experience with Ecwid has been very good so far. Been using their free plan for a long time but decided to upgrade to the next level lately. Customer support is very helpful, friendly and fast (chat). Even though it is a little pricy for me, it is worth the money!

Dear Lightspeed/ecwid Payments Team,

store id 83209575

I am writing to express my frustration and concern regarding the recent issues I've encountered with your payment processing service. Initially, I was authorized to process credit card payments through your platform. However, after receiving some orders, I have now been informed that you cannot pay me for these transactions.

Despite multiple attempts to resolve this matter, including contacting support three times and sending two emails, I have received no response or guidance on how to access the funds you are holding. My clients are waiting for their products, and this situation is severely impacting my business.

This experience has been extremely disappointing and has jeopardized my chances of succeeding as a seller on Ecwid. The lack of communication and resolution is unacceptable.

I strongly advise others to avoid using Lightspeed Payments. The customer service is unresponsive, and the prices are now excessively high.

Please address this issue immediately and provide me with a solution.

DONT USE
STAY AWAY
Stay away, they will close your website without giving you any notice or any reasons , causing financial damage , defamation and denigration they’ll support. It’s absolutely useless as I sent 2 emails , and nobody answered yet .
I had orders on my website which were dispatched to my customers and because they closed my website the customers got scared and asked me for a refund leaving me out the money and without the product because it’s already on the way to the customer but ECWID won’t care about this all they want is to ruin fresh businesses
I will give them -10 starts but that option it’s not available unfortunately

Sudden increase less than 2months with too many restrictions for a £30 per month e-commerce platform
I have a store with Shopify and I pay £25 monthly with more e-commerce solutions
Eg being able to send recovery emails for abandoned cart, templates for promotion emails , live chats with customers and more

I plan to move my store soon .

Summary: The true test of quality of any e-commerce platform is how they work with you when a competitor tries cheap tricks to take you down. Ecwid failed us immediately at all levels. Do not use them if you have a successful e-commerce, they may cause serious financial damage to your business through their incompetence and untrained staff.

2 stars because the e-commerce platform works, but minus 3 because they are truly incompetent/ inexperienced on how to treat their successful ecommerce customers when facing illegitimate threats from competitors that inevitably happen when you have a successful platform. Had an e-commerce on their platform running smoothly for 6 months with ecwid, quickly grew to an average of $50k sales / month. Then one morning they suddenly shut down our platform, without any notification or information. Had to reach out to find out what was going on, nobody seemed to know until after several hours someone said they had received a claim of copyright infringement, would not know from whom and never shared it with us (which by the way turned out to be some automated email with no legal basis - the sender tried doing it again to us directly after rebuilding our website website on woocommerce). It wasn't even a DMCA take down notice, which then hosting platforms legally have to comply with, no matter if right or wrong. Yet ecwid never shared or notified us properly of any of that, never shared with us the details nor did they give us the benefit of doubt. They just immediately shut our business platform down - causing us severe financial damage. The way this was handled by them was completely amateurish, the customer support staff were very confused and no higher level person ever reached out. Currently discussing with our lawyer on taking legal action against ecwid for the damages caused, or to just move on from the headache and financial damage and focus on our growth.

Ecwid is easy to use and keeps me informed. Payments are processed, and I am immediately notified of the transaction. I can then easily print the purchaser details and mail product the same day. Fees are very reasonable, and assistance is easy to obtain. I've never had an issue with Ecwid, and would recommend anyone looking for an e-commerce solution to use Ecwid. I have used Ecwid for over three years.

It was quite easy to build my store. However, at my plan, which is The "ventutra" plan, they only allow you 100 pictures or products. Which, is fine. What is not fine is that on this plan there's no abandoned carts app unless you change your plan to the higher plan. Which is an extra $15.00US a month. Also any other app like a currency app is extra. And most app you can't use unless you upgrade. Now, they are charging more per month. If you want to leave during your paid year, they don't give you a refund. That kind of sucks. The BUY button did not connect you anywhere, so your customers couldn't even you buy if they wanted to.
It sucks...

One of the worst, I took their basic plan of $19, and once I am done setting up store, I received an email that package is revised to $25, I change my plan to suspension plan which is $5 per month with all data, and next day received an email saying that it is revised to $10 per month, I am thinking of ending this and switching to shopify otherwise every new day, they keep increasing charges.

Ecwid has managed to make e-commerce so terribly limited and complicated. It is incomplete, and functions that should be given are not available. I have built 100+ e-commerce sites myself, but even so, with every new process I have to contact their customer service, it is however very good, nice and helpful which deserves the stars I give.

I loved Ecwid until they increased the pricing in 2024. I'm currently deleting all my products and revamping my entire website. I refuse to pay that kind of hike despite all the new features they are adding.

$25 price increase from $19??? That's crazy! I have less than 20 items so this is definitely not cool with me. I thought I was showing my appreciation by not using the free service and adding a few more to bump it up to $15 I think it was, for the paid, then it went to $19 and now $25 FOR WHAT??? The internet is free and nothing has changed from what I can see. Actually, inexplicably, the site is charging people $3 extra on their orders and I can't figure out where the glitch is coming from!

Maybe Ecwid raise the price for them too?!

You need to rethink this, it's too much and people are struggling worldwide as it is. Internet platforms have no empathy or conscious, no matter who it is.

I give you one star because I mean using it but I have not seen great improvement the way I want to see and I mean I love it after me I love it you know because it's a great potential but yes not give me the type of growth that I need

Ecwid has truly revolutionised my sales management experience. The platform's user-friendly interface makes it effortless to navigate and manage my business on the go.

What truly sets Ecwid apart is its exceptional customer engagement features, which streamline communication and make addressing inquiries a seamless process.

I wholeheartedly recommend Ecwid to any budding entrepreneur or established business seeking a top-notch sales management solution.

Ecwid is a good platform but in many cases the pricing is unbalanced. Certain basic features are kept from the venture plan that shouldn’t be and I had trouble in the past because of such a decision. But what made me submit this review is that they have suddenly increased the price of the venture plan (and I assume the other ones) by a huge amount.

The LinkUp page is suitable for mobile consultation, avoiding the need to develop a specific application. It's very simple to add items from the store which can be ordered from LinkUp and then received as a traditional Ecwid order.

Ecwid is a great platform with a serviceable free plan that easily upgradable to pay plan at your need.
The service is fully customisable with the free plan already offering interesting features.
The custmer service answer quickly always offering you solutions to your problems.
A business plan entusiast.

We have a flower shop in Tbilisi with a delivery site lovelyroses.ge and around 18 employees working in it. We had been on Ecwid since July 2023 and up to today (February 2024), I am very happy with this decision.

For the last 8 years we were suffering on the Bitrix platform. Every little problem was a worry and a torture and costed money. Our site has dropped to the bottom of the rankings. For some reason, I was convinced that a custom-made solution was a way forward and kept looking for freelancers, who promised and did not deliver for years.

About a year ago, I accidently have come across Ecwid, being very skeptical of its possibilities to have what we needed. I had a list of customizable features I needed and it turned out Ecwid had most of them. There were some missing but Ecwid was already either working on them or took them into work (since they were all common sense ones). At the time of writing this review, February 2024, there still 2 of them being work in progress, expected to be available by summer 2024:
- In SEO - the way URLs are formed is not great, there could be many URLs to the same product
- Inability to edit some of the fields in the order after it has been placed

Definate pluses for me:

24 hour support during the 5 working days was very helpful during the set up phase (which did take a few months, since we had a fully working ecommerce site to move to a new platform).

Not knowing the best practices in e-commerce, the latest trends and it was easy to trust the professionals. I personally had to do a lot of work setting it up, adding new features etc. but I got a lot of knowledge from it too.

The support is very responsive on the issues that we have identified. Though it does take a long time get them fixed, it does get fixed eventually after lots of testing, which I can't say about anyone else we were working with.

There are constantly new features rolled out that we wouldn’t be able to afford to develop ourselves.

It’s very enjoyable using both the browser version and the mobile phone app to track the orders, open and manage the stock on a day-to-day basis.

The best thing for me is how independent I feel of any programmers whatsoever while having zero programming skills. I can just disappear from the business for a period of time, while occasionally reviewing the orders remotely. The team can address all the questions directly to the support.

PS. I had also looked at OpenCart in details. It had some advantages: you could manage several sites from the same admin panel, you bought the asset and it was years for years to come, but the response from the support team was so slow and the platform so confusing, it felt like it would take me months and months to understand it, all by myself. The interface also felt very dated, not as pleasant to use. Also, I did not want to go through the stress of implementing the updates. Since it was an offline product, to keep up to date, you'd have to upgrade every time they rolled out a new version, and form the Bitrix experience there are many bugs that you need to find yourself or find a freelancer to help.