EntrupyReviews of entrupy.com

Response from Entrupy· Oct 23, 2026

Hey Sherry, thank you for sharing your feedback regarding the experience you had using the Entrupy app. We've made a ton of exciting changes since April, when you used it. Some of these changes include introducing a more user-friendly image capture workflow that no longer requires a bulky microscope, smart capture and blur detection that help improve photo quality, updated capture instructions, and streamlined onboarding, to name a few! We'd love it if you gave us another shot!

Response from Entrupy· Oct 19, 2026

Hey Zhang Zheng, thank you for sharing your feedback regarding your authentication experience. We're so sorry your recent experience hasn't been ideal compared to prior years using Entrupy. Our team is currently waiting for confirmation so that we are able to proceed with resolving this matter for you as soon as possible. Would you be able to follow up on the email we sent on 10/17/2026 so that we can further assist? Thank you for your patience and understanding in the meantime.

Response from Entrupy· Oct 19, 2026

Hey Denis, we're so sorry about the turnaround time on your current dispute. We've followed up with the appropriate team to get this resolved for you as soon as possible!

Response from Entrupy· Oct 22, 2026

Hey Mike, Thank you for sharing your feedback. We take customer experiences seriously and appreciate the opportunity to clarify what occurred. Our system relies on precision and high quality to ensure accuracy. If an image lacks required clarity, the app prompts a retake. Additionally, Hermès prestige items require additional review, which carries a standard 24-hour turnaround time. We appreciate your feedback regarding the clarity of our in-app capture instructions, and we have passed this along to our product team for future improvements. Regarding customer support, when you reached out about your pending submission, our team responded within 10 minutes, requesting your Entrupy ID along with steps to find it so we could assist you directly. We unfortunately did not receive a response after that request. Our support team is available from 10am - 7pm EST Monday through Friday via in-app chat, emailing [email protected], or by phone at 1-888-ENTRUPY and is more than happy to help!

Response from Entrupy· Sep 10, 2026

Hey Vic, we're so sorry that this ticket fell through the cracks. Our support team has reached out to close the loop on this one for you!

Response from Entrupy· Aug 28, 2026

Hi Murphy, thank you for your feedback and for picking up the phone when we called to discuss this issue. We sincerely apologize for the breakdown in communication after your chat and survey submission. We want to clarify that you were never charged for the Hermès submission—Entrupy only bills for items when a definitive "Authentic" or "Unidentified" result is delivered; for this submission, it was classified as a "Not Supported" item. The $139 charge was actually your plan's standard monthly subscription fee, not a charge for the Hermès evaluation. We deeply regret that our team failed to follow up directly to explain this before your dispute, and we wish you and your business all the best.

Response from Entrupy· Aug 24, 2026

Hey there, we apologize for any confusion regarding your device return label. It looks like our logistics partner sent it to the email address you included in the form submission on 8/19/2026. Our support team has reached out to resend the label to you at this time & to help provide some assistance with the new system to make sure everything is running as smoothly as possible for you all!

Response from Entrupy· Aug 13, 2026

Hey there, we apologize for any difficulties transitioning to the new app experience. It looks like, for your business, there are some complications with your company firewall not allowing App Store updates. Our team will follow up with you to walk you through how to update the device!