When Will It Work?

We are three months into a year-long commitment with Yotpo. We should have automated emails going out daily to customers, with customers providing reviews. However, that's not happening. After the long process of getting everything set up, we sent out a batch of emails manually. Yotpo was supposed to take it from there. Yotpo confirmed they were receiving the necessary data to send out the automated emails, yet no emails went out. We are 3+ months into our relationship now and automated emails are still not going out. We've sought answers, worked with support, worked with tech, and made some tweaks, yet no automated emails. Upon request, a tech manually sent out another batch of emails and accidentally included some customers who should not have received review requests yet. It was an innocent mistake, but frustrating because we got negative reviews saying customers hadn't received the products or didn't have enough time to review. At three months in, we should not still be seeking answers. The VP of Customer Success at Yotpo sent a request for feedback via a survey last month. I responded but received no feedback on my low recommendation. I also copied her on one of my emails to support. No response. At this point, I'm torn. We've signed a year-long agreement, which made me nervous in the first place, and Yotpo does have some features that we think will be a benefit over some competitors. However, that all remains to be seen. I cannot recommend them at this time. I'm still hoping they will turn things around.