Hi @dylantov, we rarely receive 1-star reviews so I’ve taken the time to reply in a way that would be helpful to others reading this thread in the future.
I was disappointed to see how your support ticket had progressed and a refund did seem like the best option for everyone in this case.
The time between replies was definitely slower than the norm (we do our best to always reply within 24 hours). The delays in your case were mainly due to the issue being so unique and to our team being unavailable for health and family reasons (the timing just didn’t help).
We couldn’t reproduce your issue on our own test sites and haven’t seen it happen to others, so it took a while to figure out what was causing it.
When running our tests on your staging site, we pointed out how we had managed to get the plugin working on one page but not another, so there seemed to be something strange happening but we weren’t able to put our fingers on it.
The initial investigations had shown that the staging site had many plugins requiring updates. Unfortunately, even after working with you to address that problem, we weren’t able to make the plugin work well with your setup.
We did run an internal investigation with regard to your live website, as promised, and it turned out that there were no changes made by our team on that site, including any of the theme files. We take these things very seriously and have had a policy in place for many years not to make any changes to a customer’s live website. As such, we believe that something else happened to cause that change to happen, but I understand that it would be very difficult to narrow it down from your end.
In the future, I do recommend using a plugin such as WP Activity Log when providing access to your site to other people (this is one we use ourselves). It would help you narrow down what happened in such situations and would also help people like ourselves figure out the potential cause of a problem when working with you.
Our team has already started internal discussions to learn from this experience and do better going forward, so above all else, I want to thank you for your patience with us over the past few weeks. A 1-star review is never nice to see, but at the end of the day, they reflect someone’s personal opinion which they have every right to share. All we can do is learn from it.