Very disappointed with paid version

I used the free version on my site at first, managed to install it and seemed to work based on what Query Monitor plugin showed. Still wasn’t happy with site performance though so I bought the paid version which is said to be “optimized for WooCommerce” and “Rewritten for raw performance”.

Well, after paying a monthly fee of $95 (which is normally a yearly license fee for a plugin btw) and installing the pro version following step-by-step guide and the basic settings found from the Docs, Query Monitor showed again that the object cache is working.

The only issue now was that page load times which were 3-4 seconds before in my store became 8-14 seconds long and I started getting complaints from my customers about very slow store. I disabled the plugin and everything went back to normal (3-4 second load times). I was hoping to cut 1-2 seconds off from the 3-4 seconds but it actually tripled the load times…

My server resources never hit a peak above 70% (6 cpus, 16 GB RAM) so it’s not having enough resources. It has to be something with the plugin setup.

I contacted “support” of the paid plugin which was a chatbot on their website. Tried asking for help in setting up the plugin because most likely there is something I could do to make it work better, or that’s what I thought at least. But paying $95/month I expected to get some help from the developer like has always been the case with any paid WooCommerce plugin from WooCommerce.com. The chatbot said that they will be back “later today” to answer my message. This was October 18th which is 8 days ago. Still to this day I haven’t gotten a response.

Well they say “All purchases come with a 14-day, no hassle, 100% money back guarantee.” on their website and as I was very disappointed with the plugin and the support, I contacted them again. Through the chatbot because that seems to be the only easily available channel to contact them. I said “Refund” to the chatbot and it said “The team will get back to you on this. Object Cache Pro will be back later today.” This is now 2 days ago.

I did find an email to their support from the initial order confirmation email so I sent an email on Thursday (2 days ago) with a high priority to them. No response to that either.

This is what reads on their website as a selling point: “Expert, hands-on help setting up your object cache, and receive a response in as little as 30 minutes from your dedicated engineer via email or Slack.”

Here I am 8 days later waiting for that help. You’re not waiting for that 14 days money-back guarantee to run out are you?

Anyway I’m taking this up with Stripe now and if they don’t help I’ll make a report to my bank and they’ll make a chargeback which I believe will cost more to the company than just giving me the “hassle-free refund”.

And no I am not interested in setting up the plugin anymore. By paying $95/month I expect a response within a week to my support request. I’ve said within the first 14 days of my purchase that I want a refund so I still expect to get it.

I didn’t want to make this public but you kind of left me no choice.