Terrible product and worse customer support

At first glance, it seems as though the Give plugin is a simple, straightforward program to use. However, as you dive deeper the huge gaps in the capabilities of the plugin become more and more apparent. To start, if you have more than one donation form with custom fields, you cannot export the data all at once, each form must be exported separately if you would like your custom fields included. In my case, for reporting purposes, even though each form has the same custom fields, I had to export each form separately and then piece them together again in excel in order to complete the reporting necessary for my work. If you are looking to import any legacy data you have, good luck, the data import tool is incredibly infuriating and seems like it hasn’t been fully developed yet, despite other programs having the capabilities Give is lacking. Walking through the data import tool is easy, just like any other program, however, when you get to the end, if there are any donations that did not import, you don’t get any type of error message or anything to tell you WHY they didn’t import. When I asked customer support why this was happening and if it was something they would have in the future I was told “we’re hoping to have that feature someday.” In addition, many of my custom fields did not import, and again, I receieved no error message telling me why. When I consulted customer support, the instructions I was given were the same steps I had followed before which did not work. I was also told that it would not update my exisiting donations with the missing information, but instead I would have to delete all 1,500+ donations and essentially start over.

My experience with customer support was also abysmal. This may have been a one off experience, I’m sure, but considering the other frustrations with the plugin, this was the last straw. I initially submitted a ticket asking for help to identify why a few hundred of my donations did not import using the data import tool. I received a prompt response from support asking for me to send over my CSV file for them to look over and try to identify what went wrong. I replied almost immediately with my CSV and then did not recieve any sort of communication until 4 days later. The team member let me know that it was because I was missing email addresses for the donations I was trying to import, no where does it tell you that email address is a required field, nor does it give you an error message saying emails are missing. I then asked support if we could schedule a Zoom call so I could screen share because I had lots of other issues and was really struggling with the plugin. The gentleman agreed and we scheduled a call for a few days later, for 30 minutes I waited on Zoom and he did not show. 40 minutes later I received an email from him saying he was having “issues with his power all day and couldn’t make it on.” If this was something he had been struggling with all day why didn’t he email me earlier in the day to ask to reschedule? I felt incredibly disrespected and was frustrated that I wasted 30 minutes waiting. We rescheduled the call for a few days later and 10 minutes after he hadn’t showed again, I closed Zoom. 15 minutes later I received an email from Zoom that he had joined my meeting so I immediately opened Zoom back up and it took a couple minutes to restart everything and when I got back on, two minutes after receiveing the email he was there, he had already logged off. Again, disrespecting me and wasting my time. This is not what I expect from customer support for a plugin we are paying for.

I would not recomend this plugin for anyone and we are looking to switch to a new platform as this has been a huge waste of time and money.