DO NOT USE!

  • I can not express how bad their customer service has been. It’s been an exercise in futility. Dealing with a support ticket where the responding employee couldn’t even bother to replace her name in the “insert name” part of her canned response was just the beginning.

    To make matters worse, after reluctantly providing host access, I discovered my website’s theme had been completely changed and all my pages were broken. This incident couldn’t have come at a worse time, as we are a nonprofit focusing on setting up gardens with schools and families, and we’re currently in our busiest season.

    Our website is still broken and the lack of assistance in resolving our course-related issues for three weeks was frustrating enough, but now combined with the recent havoc on our website is COMPLETELY unacceptable. I’m now in a position where I have to insist on TRYING to speak with a supervisor and require immediate action to fix my website. They do not respond for days between messages. As someone working in customer service, I’m appalled by the lack of competence and care shown in handling our concerns. It’s truly disgraceful.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Axel StylemixThemes

    (@axelstm)

    Hello Andrew,

    Sorry for the inconvenience, we apologize for this misunderstanding and awkward situation.

    Thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process.

    We do our best to train each of our support staff on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.

    I’ve sent a message via your support ticket and waiting for your response.

    Kind regards

    I’d like to add I;’ve had the same experience. Their support accesses your site and carelessly changes everything leaving the site broken.

    DO NOT give them access unless it is a staging site.

    Plugin Support mgordonStylemixThemes

    (@mgordon7)

    Sorry for the inconvenience, and we apologize for the misunderstanding and awkward situation.

    Thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is invaluable in that process.

    We strive to train our support staff on properly handling customer issues, including escalating problems they cannot assist with. Your concern was not handled properly, and we will take steps to ensure this situation does not repeat itself.

    Our dedicated manager will contact you directly via email to provide better assistance to check the issue in details

    Best regards

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