Excellent theme but pathetic support
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The theme is very elegant and has all the right bells and whistles for a good travel blog. I was working on this theme for a few days designing my own travel website, however, the support that I received was always poor.
Given that I was using a free theme, I didn’t expect a lot. But the least I expected was some basic support. And I have always got that from other themes. The kind of questions that I asked were basic questions that I have either asked other themes before or what website owners would commonly ask. But in GuCherry’s case, I was told that they work hard to provide free themes for us. So I need to pay money and buy the premium to expect any customer support. And I was also told that they would not help in any issue unless the theme has some fault among others.
Anyways to keep it short, I was very happy with the theme and how my website looked. I was very close to publishing it. I had invested a lot of time and effort in designing the site. A few small issues were keeping me from publishing it. However, in the end, I realised that there is no point in choosing a theme if the people behind it are only concerned about the customer’s wallet. I was surprised at the attitude of the responses I got for my questions and I recommend anyone to think twice before choosing this free theme only because of the customer support.
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I clearly understand that the current COVID situation has impacted every business in the world and not just WordPress. And that was exactly the reason why I had invested a lot of time and effort in creating my own website without asking anyone for help.
I didn’t want to sound like I am bragging hence I didn’t mention this point previously: most of my time was invested in researching and finding solutions for the issues that I faced myself. It was only in the end that I decided that I should ask in the support forum for help because I was going nowhere with my issues.
Also, I am not sure if you are aware but my review here was in response to the two interactions I had with the live support, the second one being a direct attack on me.
Moreover, I have a few questions to ask regarding a few points that you have made here:
1. “However, it is not always possible for us to respond to free users on time when our premium users query are pending.” – Why was this not told to me via the live chat? How am I supposed to assume that the queries of premium users were pending? I was only told that the live chat is the best place to get your queries solved.
2. “Now coming to the point, you asked for a premium feature in free version, I responded and provided you that without any charge.” – What did you provide free of charge? Please note that none of my queries were solved! And neither was I demanding that they must be solved. I only wanted to clarify what is possible and what is not!
3. “However, even after providing you 1 premium feature for Free, you came to ask for other.” – I was not aware that these were premium features. It was only when you told me that I understood that. Did you by any chance assume that I knew they were premium features and demanded them? Also, the least you could have done is to reply politely that these were part of the premium features. Instead, what do I get in return? A speech on how much time and effort it took to create this theme, you should pay money to get the premium theme, you are the first person who is having an issue like this, etc. during my second interaction.
4. “When I responded our team is busy and we can’t do it, you threatened us of writing a negative review and you did that.” – Seriously??? When did you respond that your team is busy? When did I threaten you of writing a negative review? Please go through our chat history. Even I am curious to know about this! And most importantly, why are you blatantly lying and shifting the blame on to me now?
5. “I understand you have invested a lot of time in customizing your website, but you don’t agree to share the website URL neither send us with the screenshot.” – I didn’t share my website URL because it was under construction. I had clearly told you about this. Moreover, I had also sent you the screenshot. Your chat history has the proof. And why are you lying once again? At least be gracious enough instead of lying again and again. What are you gaining out of this?
6. “I am sorry, but Free Support doesn’t mean to provide premium features in Free Version of the theme or having one-to-one conversation.” – I know that free support doesn’t mean to provide premium features. I am educated enough to know that! Regarding the one-to-one conversation, why was it not told to me that it was meant for premium users when we had the live chat? As I mentioned before, I was only told that you can answer your queries via the live chat. Moreover, if it is not meant for free users, why is it enabled for us then? Going by your logic, it should only be enabled for premium members, right?
Anyways, your response here validates exactly why I was not happy with the customer support. I am seriously happy and relieved now that I am no longer using your theme. What is the point when there is no transparency from the customer support and all I get is improper/incomplete responses mixed with lies?
I did the review here so that people are aware of the customer support and not because I wanted to vent out my frustrations. The main reason for doing this was because I have never faced this kind of attitude from the customer support of any WordPress theme so far. I have always had positive experiences with other themes, whether they are free or paid.
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