Buyer Beware
Extraordinary price increase with inadequate communication
We were extremely disappointed with StoreLab’s handling of a pricing change from £79 to £999.
We initially received a generic email stating that pricing changes would be coming and that further details would follow. Those details were never sent.
The only follow-up communication we received was an email giving us one month to either accept the new pricing or leave the platform, despite never having received the promised explanation or breakdown of the changes.
By that point, we had already invested significant time and resources into the platform. The experience left us feeling hoodwinked from the start — once committed, the choice becomes accepting an extortionate price increase or abandoning work already completed.
We ultimately chose to leave the platform, despite the considerable amount of work required to transition away within a short timeframe, as a matter of principle. We do not believe this is an acceptable or ethical way to treat business customers.
For a service aimed at businesses, this lack of transparency around such a dramatic pricing change is unacceptable. We’ve lost trust as a result and would strongly encourage other companies to proceed with caution and obtain absolute clarity on future pricing before committing.
edit* after storelabs response - we did receive an initial email telling us about the potential increase and that we would receive a further email detailing the increase this was never sent by storelab - when asked to supply this email storelab went silent on us and blanked us - I can suply full transcripts of the emails if anybody needs convincing of whether this was dealt with professionally or not and as for results - they use order stats for orders that we would've received anyway ..... so like I said before - buyer beware!
Reply from StoreLab - Shopify Mobile App Builder
Thank you for taking the time to share your feedback. We are sorry to hear that you feel disappointed, and we would like to provide some additional context for clarity.
As part of a broader evolution in our platform, we made the strategic decision to retire certain legacy plans and focus on a more robust, managed approach. This was not a simple pricing change, but a shift towards a higher-performing model designed to deliver stronger outcomes for clients.
We communicated this change a year in advance and also provided an extended transition period after the allotted time to give clients sufficient time to review their options, upgrade, or move to an alternative provider. Throughout this process, we aimed to be clear, transparent, and supportive.
The updated structure was built around a more comprehensive service offering, and for many clients, the improved performance more than offset the change, driven by increased revenue and stronger overall results.
We respect your decision to move to another provider, though we are disappointed that your experience is reflected this way, especially given how strong your results were during your time with StoreLab. We remain committed to helping all clients reach those kinds of outcomes, and we wish you all the best moving forward.
