Capillary Technologies

Good loyalty engine, integration was painful

The core loyalty and customer engagement capabilities are genuinely strong and our marketing team likes the segmentation tools. However, integrating Capillary with our POS and ecommerce stack took far longer than the timeline we were promised. Decent product, rough implementation.

Capable platform, support quality varies

Our loyalty programme runs reliably on Capillary day to day and customers redeem rewards without issues. Where it gets frustrating is support: some account managers are excellent and proactive, others take days to respond to escalations. A mixed but generally workable experience.

Loyalty points went missing for thousands of customers

After a Capillary platform update, a batch of our customers lost accrued loyalty points and the reconciliation took weeks to sort out. For a retail brand, angry customers over missing rewards is the worst possible outcome. The incident response felt far too slow for something this critical.

Does the job but feels heavy for mid-size retailers

Capillary clearly built this for large enterprise retail chains, and a lot of that power is useful. For our mid-sized chain, though, parts of the platform feel over-engineered and we pay for modules we barely touch. It works, but I'm genuinely torn on the value.