Experienced Dishonesty

  • I have purchased different themes for WordPress from different sellers but never experienced anything even close to negative as I experienced with Candid Themes. I purchased the Refined Magazine Pro Lifetime for $149 on September 2, 2021. Freemus, Inc acting as authorized seller charged my PayPal account. On the same day, right after installation and activation I contacted their Support because the theme wasn’t working with NextGEN Pro Ecommerce, showing an absolutly blank shopping cart. I didn’t receive any response from Candid Themes’s support until September 5th! So, I have been using a different theme that works great with NextGEN Pro Ecommerce. I asked for a refund on September 4th. $149 are not a small sum of money to waste. On September 6th, while responding to Candid Themes support email I finally got on Sept 5th, I went to activate the theme and they already deactivated my license!! PayPal notified me that “Freemius, Inc. has agreed to issue a full refund of $149.00 USD, once you return the item(s) associated with this transaction.” and provided me even with the address where I should ship the purchased theme to. Really? I have to ship them a zip folder I downloaded from their website? Even after their support response I had a thought maybe we could make the theme work. Even the NextGEN Pro Ecommerce’s support wrote me back promtly that they would help Candid Themes. But after Candid Themes/Freemus, Inc deactivated my license and more over demanding, literally, TO SHIP them the downloaded theme before refunding my $149 payment, I don’t think I want to do any financial transactions with them in the future, and also wait for days until their support responds.

    • This topic was modified 3 years, 2 months ago by olga711.
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  • Hi @olga711,

    This is Vova from Freemius. I’m sorry to hear about your experience. There’s a lot of misinformation that is worth clarifying for others reading it.

    PayPal sent you a misleading response. Obviously, there’s nothing to ship back when it’s a digital product like a theme.

    Your claim about slow support is unfair. You initiated the dispute on Saturday, during the weekend, and Candid Themes contacted you on Sep 5th (Sunday, and still the weekend), trying to help you out, but they didn’t hear back from you.

    Also, deactivation of a license after switching a theme is intentional to allow you to reuse the license on other websites. The license was not canceled. That’s a false accusation.

    When you purchased the theme, you agreed to the product’s EULA and refund policy, which states that refunds are processed within 14 days and only if you haven’t yet downloaded the product. Refund requests made after downloading the Product (but before expiry of 14 days from the Purchase date) are handled on a case by case basis and are issued at our sole discretion.

    The refund policy of the theme doesn’t cover refunds due to conflicts with 3rd party solutions like NextGEN Pro Ecommerce. The issue may be in the plugin and not with the theme. Regardless, Bijay from Candid Themes tried to help, but you didn’t give them a chance. I’m sure that if they couldn’t fix the issue, they would have refunded you right away.

    Anyway, a full refund was already issued.

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