Horrible Customer Service

Hi @drewsimp, I don’t think this review is a clear understanding of what went on here, so I’ll take a minute to clarify.

You requested a refund within our refund period. Our initial reply was to ask you whether we can help with anything before we process the refund, which we do with most requests to see if anything was unclear. You considered this as us keeping you “hostage” and then posted this negative review before giving us any reasonable chance to process the refund.

2 days ago, I personally processed the refund as soon as I became aware of it.

I may have possibly missed some earlier message from you, so if that was the case, can you please clarify where the lack of communication you referred to was? If there were other instances to consider, please let me know and I will investigate. Our email records show no other communication from your end with our support team.

I understand if a refund is urgent, and we do our best to address that. We always strive to process every refund within 24 hours, except on weekends, which we also did in your case. However, reviews such as this are not helpful to anyone in the WordPress community. Our average 4.4 out of 5 stars rating reflects out efforts in supporting our plugins to the best of our abilities.

@mark Zahra

I submitted a support ticket (Premium) for a bug on one of the add-ons. like 3 times!!!!
It’s been almost 1 month and still got no answer. Really unacceptable!!

Im gonna also put a 1 star review if i don’t answer in few days.

Hi @celik75, that’s certainly not like us. Something must be going wrong with our form as we reply to all emails every day. Can you please contact us directly on [email protected] today to see if that comes through? You can reference the URL of this review to let me know it’s you.

If that comes through, I’ll have a look at our form to see what’s going wrong.

@mark zahra

Sended the mail

Just got it, thanks! In the future, if that ever happens again, please feel free to use the direct email address. We’ll get back to you soon and look into why the other messages didn’t come through.

Hi @delbook, I have replied on your personal review in order to address your reported issues. I do apologise for the wait, we are actively working on improvements across both our plugin and support team. You can expect plenty of improvements over the coming weeks and months throughout 2019.

With regards to the issue reported above by @celik75 and the one you faced in your initial message to us, we did have issues with our contact form back then. In a nutshell, errors in the form were not being shown immediately, so the contact page would reload but the errors on the form would be hidden. That has since been resolved and we have not had any new reports of messages not coming through to us since then.