Hands down the worst support I’ve experienced.

  • Hands down the worst support I’ve experienced, with wordpress or any other product for that matter. About the only thing they come back with is “it works fine on my computer”.

    I’m actually at a bit of a loss for words over how bad the support for this theme is. It’s not like they don’t try, but they have no idea how their own theme works. I suspect this has been developed by a 3rd party and the support has no idea about the internals of the theme.

    I purchased the pro version as I wanted to have one of the specific styles, spacious-pro-product. I installed the theme on a staging site I have and attempted to import the demo of spacious-pro-product. This broke the site, and I ended up having to create a new site. No biggie, that is what staging sites are for. I then imported the demo on the blank site, all ok.

    After that I made all the appropriate changes, changing the text and images. I have a multisite instance, so on my staging site all the images have the same direct file path as the live site.

    I then activated the theme on the live site, took the back end code of the page I had created, changed the domain on all the image references to the live site and made a new page with this code.

    The resulting page does not look like the spacious-pro-product. It looks only like the spacious theme. I checked and can see that there are some missing css files that are on the staging site. I provided these details to support, along with screenshots of a database query showing the entry for the css file for spacious-pro-product in the staging site, and it missing on the live site. I asked, more than once, how this can get loaded without importing the demo site as per there warning not to import on a live site.

    Their answer “it is imported at the time of install”. I again sent them the information, screenshots, database queries etc. Their response “It works on my computer”.

    In summary, avoid this like the plague if you want any support. You might be ok if you are setting up a new site with this them but the moment something breaks you will be on your own.

    Now in the process of finding new theme, and trying to forget about the wasted weeks work.

Viewing 1 replies (of 1 total)

  • Hi @guytz72,

    Thanks for the feedback, and we apologize for the inconvenience that you have faced!

    Let me address your complaints one by one. Please correct me if I’m mistaken,

    The spacious theme comes with various demos for various purposes. These demos can be imported and all the contents can be edited and replace with your own content. In case you want a similar layout as that of the demo, you will need to import it and simply change the content with yours.

    Also, we do not recommend importing the demos on an existing site with the contents as the demo’s contents get mixed up with the site content. However, there is a way of importing demo content on an existing site you can find the steps in the guideline here: https://docs.themegrill.com/themegrill-demo-importer/all-about-themegrill-demo-importer-how-to-import-any-of-themegrill-demo-sites/
    However, these need to perform by a technical person so we do not recommend our users to follow this method unless they are from a technical background or have someone to help them.

    Coming to your issue, you have mentioned that the site is working fine on the staging site and not working on the live site. Once your live site is designed you can simply transfer it to the staging site without any CSS issues. The site displays the same as that of the live site. However, it seems that you are trying to copy the code from the staging site to the live site instead of transferring the site and this is what your are getting the issues on your site.

    Since you have contacted us via live chat support, let’s continue the conversation there and we will hopefully find a solution for you.

    Regards

Viewing 1 replies (of 1 total)
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