Plugin lacks essential capabilities. Tech support not helpful

  • I installed ecommerce-wd because it appeared to have a lot of features we were not able to create in similar programs. However we had nothing but problems. This is a *partial* list of the problems we had for over a month before deciding to uninstall: not able to check out, not able to go to Paypal, not able to display products in desired order, no ability to customize cart function, not able to see selected parameters for orders, and the biggest problem of all: NO ABILITY TO EXPORT ORDERS. I was told I needed to purchase the paid version of the program to have some of these options which I did and it did solve one issue. The remaining continued to be a problem and the no export issue was almost a deal breaker. We decided to move forward anyway but continued to experience so many problems we decided to uninstall. The company would not refund my money saying they never promised the features I wanted. Fortunately it was not a lot of money. Another of my biggest complaints: the tech support for this product is on the other side of the planet from me so every time I had a question (daily for over 2 weeks) I had to wait 24 hours to get a response. Each “fix” unearthed new problems and required another 24 hour delay. I repeatedly asked if it was possible to set a time for me to be up in the middle of the night to speak with someone by phone or to work on the site in tandem but this request was never addressed. Tech support also doesn’t work weekends. I have now uninstalled the program and am building my site completely from scratch having lost money and about 2 months worth of development time. If I had the option to give zero stars I would.

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  • Sona

    (@support-web-dorado)

    @jenrgee,

    Thanks for the feedback.

    First of all I would like to mention that our team has been trying their best to make all of the necessary changes with your product sending large amount of timing, note that the mentioned timing costs a lot of money, since a lot of companies charge you for support service based on hourly manner. We do not provide phone support, only email support unless you’re a VIP user, which is not the case. We do provide product support only during the week and it’s clearly mentioned in our support page, plus mention that support is made within 24 hours, thus you were clearly informed about this when you were contacting us. Note that we are located in Armenia and have large number of clients from Europe as well, where we are located and thus we work on our typical working day with GMT+4 timezone.

    And lastly we have fixed most of the arisen issues unlike the mentioned situation and at the end asked your further details and never heard back from you. We do provide refund when we are unable to fix the issue. We haven’t received an email from you stating that you refuse the service and need a refund instead. Thus the refund was not made. Based on this review, we have processed with the refund, since we want our clients to be happy with our products and that’s our policy with each and every client.

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