Run away from Mozu
June 21, 2016

Run away from Mozu

Mickey Luongo | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Mozu

We use Mozu as our primary eCommerce tool to sell and manage all orders for our customers.
  • Mozu offers a flexible multi site setup where you can feed multiple sites from the same product and order database.
  • Mozu allows you to create as many attributes as you would like across customer, orders, and products. This flexibility can be really powerful.
  • Mozu is riddled with bugs. It feels like you are using beta software. Simple things just don't work. Mozu support has done a poor job of addressing these issues. We have had open bugs for over a year.
  • Mozu has a very limited number of integrations. Those tools that are integrated are done very poorly. When these issues have been brought to Mozu's attention they have ignored them.
  • The Mozu user interface for admin users is very poor. Even after a major redesign it is still not responsive. It is hard to see what you are doing due to poor font and color choices. Mozu is aware of these issues and refuses to fix them.
  • Mozu management doesn't care about clients.
  • Mozu is not SEO friendly. It does not follow SEO best practices.
  • The Mozu support team is not empowered to solve problems. 99% of support requests can not be resolved on the first call.
  • Mozu development is complicated and expensive. Developers will need training which Mozu charges for.
  • Data migration for products is exceeding difficult. Order data can not be migrated at all.
  • We have seen a drop in traffic since switching to Mozu.
  • We have seen a drop in sales since switching to Mozu.
  • We have had an increase in employee time spent trying to get their jobs done.
Mozu has more robust product management tools than Volusion but is worse when it comes to order management. It is still missing simple features that any platform should have on day one. They have ignored requests for improvements.
Mozu is currently not suited for use at any company, small or large. The bugs and lack of features and integrations make it too difficult to use.

Kibo eCommerce Feature Ratings

Product catalog & listings
3
Product management
3
Bulk product upload
1
Branding
1
Mobile storefront
8
Product variations
5
Website integration
Not Rated
Visual customization
7
CMS
1
Checkout user experience
1
eCommerce security
9
Promotions & discounts
5
SEO
1
Multi-site management
8
Order processing
1
Inventory management
Not Rated
Shipping
Not Rated
Custom functionality
3

Mozu Implementation

At the time of our implementation Mozu did not have any processes or procedures set up around going live. We basically were forced to just wing it and hope for the best.
  • Professional services company
Brand Labs
Change management was a major issue with the implementation - Brand Labs had no idea how to manage the change. They were unable to assist in most parts of the migration.
  • Brand Labs did not actually employe any Mozu trained developers. The developers they had did not know what they were doing.
  • Brand Labs missed multiple deadlines.
  • Brand Labs attempted to use a method of implementation that was not supported by Mozu. When Mozu told them they could not do things that way, they refused to acknowledge that they had done anything wrong.
  • There was no automated way to bring product data across to Mozu.

Mozu Support

One positive note is that I have always been able to get someone on the phone in support whenever I have called, even at 1 AM. Getting someone on the phone is only half the battle though. In the first few months of using Mozu it often seemed that support didn’t know anymore about Mozu than we did. This has slowly started to change, but as a daily user you are likely to be on par with support in terms of knowing what to do when you encounter a problem. The support phone number is really most useful for having them put in a support ticket for you rather than typing it all out yourself and emailing it. It is very rare that the support reps are actually empowered to solve the problem at hand. Unless the issue you are having is user error, they will just take your information and pass it on the proper department. Your request or problem will then be ignored for months on end. Some day, it might actually get fixed but you are unlikely to be notified that this has happened. Most of these issues are assigned an internal ID that they use for tracking. Support is more than happy to pass this ID along, but it is useless. There is no way to actually see where the issue lies in the endless queue of similar issues.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Yes - Bug reports are often ignored. Unless every client they have complained about an issue, it will not be fixed. We have open bug dating back more than a year.
Mozu never exceeded expectations. Support has always been subpar.