Athos: Unified Discovery

Horrible customer support and predatory auto-renewal tactics Customer support for Searchspring has drastically degraded over the past year. We ran into a major issue that directly and severely impacted our store's conversion rate. We submitted an urgent ticket, and they never even bothered to respond to it. After waiting with zero support, we spent over a month developing our own custom solution internally to fix the issue ourselves. Because we were no longer using Searchspring's software, we requested to cancel our service. They refused, claiming we are contractually obligated to keep paying until April because our contract auto-renewed—conveniently, without sending any renewal reminders beforehand. Charging premium prices while providing non-existent support for critical issues and trapping long-time customers with stealth auto-renewals is completely unacceptable. Save yourself the headache and go with a provider that actually values its merchants.

Private Equity wrecks companies, this is proof. SearchSpring Was great until they got gobbled up under Athos. They are the most expensive search product on the market but won't help tune the search with us with best practices, super frustrating. The ticket response times are rocky at best and I can't consistently count on them for support these days. They also don't answer the phone at all. I just called them on Friday 8:15AM their time and immediately went to VM. My crappy $100/mo app vendors and India guys respond much faster because they are hungry and not private equity corporations. They are actively pushing my clients away from the product.