Deceiving about refund policy; bad customer service

  • I purchased a license to the pro version of this plugin, and after testing it found it to lack functionality I required. I requested a refund within 2 weeks.

    Customer service strung me along for over two weeks, giving me the impression to ‘fix’ my issue. First they promised the functionality I needed ‘might be added’ in an update. I asked for a date (because of the deadline of my project. Then suddenly the ‘update was ready’, but I’d have to add custom code. I was ok with a one-time addition of custom code, but then they switched gears again telling me they’d need admin access to my website, and would have to add all custom code themselves. Which meant that my client would need custom coding for every change in the future.

    In other words: their so-called fix was simply a one-time custom code, so they wouldn’t have to refund me. When I told them how this was anything but a solution within the scope of their own plugin offering, and requested a refund (again) they stopped all communication.

    Only when I started a dispute through my credit card company did they send me the refund.

    Buyer beware of this company if you think you can ‘test drive’ the pro app thinking there’s an easy refund if it doesn’t work out.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Simrandeep Singh

    (@simrandeep)

    Hello?@chunkysquirrel

    I apologize for the unpleasant experience you shared with our support service. Customer satisfaction is important to us, and we value our customers & their needs. 

    We always help our customers with their requirements by adding their suggestions to our plugin or by providing custom code solutions.

    About your support request, your requirement was a custom solution, and you won’t find your required functionality in any of the Elementor addons plugins. We tried to help you with custom code, so you or your client don’t have to suffer. 

    Also, you mentioned in your ticket that your client would need custom coding for every change in the future; it is not true. There seems to be some misunderstanding. As the solution we’ve provided (Custom Code) only requires you to add a map on a page along with all the pins. It is a ONE-TIME solution and doesn’t require any changes in the future. 

    To help you best from our side, we’ve asked for admin access to your website so that our team can add custom code ourselves for your convenience only. 

    Many of our customers are not technical specialists, so to run the process smoothly & not hamper the website, we prefer to add the code from our side only. Your requirement was complex & was a chance you could not add the code yourself, so we asked for your website access. I hope you understand this! 

    Regarding your refund, you requested a refund on 2nd June (Friday) after our working hours. The following 2 days were Saturday & Sunday, and we were off on weekends. We checked your ticket on Monday and immediately issued you a refund. Sometimes refunds are reflected after a period of time in the account, and it takes 2-3 days to reflect in the account. You might have raised a dispute on the weekend.

    Again, We are sorry you had a bad experience with our team.

    I have been check your comment before.

    Unfortunately it happens the same to me. I got Premium Addson Pro because it looks awesome, but once I installed it works like 10 days, after that it started giving some problems, some issues, then I request support which delays too much. At the end, it has 28 days that is my nightmare, the plugin does not work at all….nothing works. I installed on 3 websites and all them have big problems and all them were broken, it has been many days lost trying to fix the problems and nothing works. I will upload the screenshots I took from my websites and spread all around the internet because is a shame that are selling somehing that just brokes the websites. And to fix, they request your passwords as administrator, I gave them once but no more, is just simply do not make nothing. I’m reallly disappointed and angry because a lot of days lost trying to fix this mess the plugin caused on my websites.

    • This reply was modified 1 year, 5 months ago by espanglish.
    Plugin Author Simrandeep Singh

    (@simrandeep)

    Hi @espanglish

    This support forum is for PowerPack for Elementor. You mentioned that you got Premium Addons Pro. Please submit the ticket on their support forum instead.

Viewing 3 replies - 1 through 3 (of 3 total)
  • The topic ‘Deceiving about refund policy; bad customer service’ is closed to new replies.