Horrible (non-existent) Customer Service

  • I have never come across such poor support as that provided by Woo Commerce. We recently setup Woo commerce on a new website along with two Woo extensions we purchased – Nested Category Layout and Woo Commerce Brands.

    In the development process we came across an issue involving subcategories so we posted the question through the Woo ticket system one week ago, which has gone unanswered. We contacted Woo a second time with the same response – no answer. Frustrated and needing to move forward with our project, we asked for our money back. The response again – no answer. Woo states it has a 30 day money back guarantee & refund policy, however we cannot even get them to acknowledge our refund request.

    At some point over the past week, it would have been nice to receive a response, even if it only confirming our question had been received and that an answer would be forthcoming. Over the years we have dealt with many software providers who provide excellent to average support, but never have we come across a company that boasts so much and delivers so little. Woo may have a good product, however their customer service is the worst we have seen to date.

    • This topic was modified 7 years, 6 months ago by TwoGunRosie.
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  • Hi,

    We are new to this, have just completed building a small website, and have just begun the process to add a small store to our new website.

    We were planning to use WooCommerce for our store, and if so, we would probably soon buy several of their extensions.

    Without exception, we always take our time, often even more time than we really need to take, and do our homework before we reach decisions and start buying and installing things.

    In doing our homework, we always not only count the numbers of and study all of the most negative comments first, but we also look at the responses received to such comments and the length of time between the time the comment was made and the time a response was given.

    We appreciate comments like yours. They are very helpful in our decision-making process.

    Thread Starter TwoGunRosie

    (@twogunrosie)

    ramgllc,
    We are not condemning the Woo Commerce free plugin. In fact, we have used it on several websites now and it works great. Just follow the instructions and any warnings you might see prior to updating the plugin (it is ALWAYS a good idea to back up your Woo database before updating the plugin).

    Once you get the hang of navigating Woo, it is fairly easy. Just don’t count on Woo for customer service. They claim that they like to respond to support tickets within 24 hours, but the truth is they take much longer.

    If you purchase an extension, please note that the license, updates, and their support is only good for one year. If after one year you need support, you have to purchase the license again. And often, the extensions may come with little or no documentation

    TwoGunsRosie, thanks, and we appreciate the feedback and information.

    Doesn’t look like there are too many other choices, anyway. Plus, the providers of the theme we are using, which is a very good theme, work hard to accommodate WC. So, that’s probably the way we’ll go.

Viewing 3 replies - 1 through 3 (of 3 total)
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