1.4.6 Broke me

Hi @michbear71,

We apologize for the inconvenience. It certainly was not our intention, and we updated the theme with a fix immediately after you notified us of an issue.

My understanding is that you have been using the theme freely for over 3 years without issue. Personally, I find it disappointing that in those 3 years of using a free product that provides value to your website, we never received a positive review. However, when an honest mistake was made and rectified immediately, you gave a 1-star review, and continued to use the theme despite it.

The free themes and plugins for WordPress that power millions of people’s websites are designed and developed by individuals or small businesses. Many rely on positive reviews for the livelihood of themselves, their families, and their business.

I’m not asking you to change your review. We are responsible for the mistake, and I understand it was an inconvenience. It’s just a shame to see the free work of others go unappreciated in an open source culture that demands more and more for less and less.

@organicthemes I want to express how inappropriate and unprofessional your response was. I do want to clarify a few things.

1. I have been using your free theme since late this summer (2019). I may have downloaded it sometime ago, but it was never in use. Please, in future, be sure of your information.

2. I continued to use the theme after I rolled it back as I needed to continue to have an operational website while I sought alternatives.

3. I had planned on updating my review with praise for the speed in which the issue was resolved as well as the helpfulness of the support team via email. I am, however, less inclined based on this reply.

4. Reaching out directly for support from Organic Themes for free members is extremely challenging. To get help from the Organic Themes forums, I had to log in and to log in I had to purchase something.

Again, I find this reply extremely unprofessional and I am wary about purchasing the full theme, which is what my intention was once I saw the quick push out on a fix.

I hope your organization reviews its policy regarding how it replies to reviews.

Hi Christopher,

1. In that case, I sincerely apologize for the misunderstanding. I was misinformed.

2. That makes sense.

3. I’m sorry if this experience discouraged you from our business. We work hard to provide quality free products, and it’s discouraging for us to see negative reviews after we responded and addressed an issue immediately.

4. There are free support forums on www.ads-software.com, which you were directed to upon contacting us. Upon seeing your support thread, we updated the theme immediately on a holiday weekend to fix the issue. Then, we responded to you directly, thanking you for letting us know, and notifying you that the issue had been fixed.

I’m sorry you did not feel it was a professional response. If it’s of any consequence, I’m the co-founder of Organic Themes, and I have been corresponding with you personally. Additionally, I’m the designer and developer of the Natural themes. As a result, I can take negative reviews and responses personally. I’m human. I hope that speaks to the passion I have for creating these free products, and my desire to help.

We’re not a soulless corporation. We’re a very small team that is in contact with our customers and users directly. It’s our goal to help those users in an honest way. While I believe we typically do a very good job of this, I’m sorry if we failed you this time.

Thank you very much for updating your review, Christopher. Let us know if there is anything else we can help with in the future. ??