Product doesn't work and customer service is TERRIBLE

  • I purchased this product in a pinch, as this seemed to be the only product that would meet our needs. It did not work. At all.

    I send in a support ticket… nothing. Sent in another support ticket…. nothing. Sent a Facebook message and finally got a response – only to be told that their “MONEY BACK GUARANTEE” requires them to try and fix the problem first, which I explained was redundant given that our site was live, and due to the time issue and how long it took me to get a response, we had to move onto another product and this was one was no longer installed on our woocommerce site. Also, I’m really not comfortable giving sensitive log-in information to complete strangers to tinker in the back-end of our website.

    They then told me they would give me a site credit, which I explained was also redundant given that our site is now fully functional and we have no need for any other services. They have since completely stopped responding to my emails. So beware of this “MONEY BACK GUARANTEE” – I think the only way I will be getting my money back is by filing for a chargeback through my bank. So incredibly unhappy with this experience. Be very careful purchasing ANYTHING from this company.

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  • Plugin Author YITHEMES

    (@yithemes)

    Hi Cassiehb,
    as you can easily understand, the plugin we offer here on WordPress and those we sell on yithemes.com have in common only the name and part of their features, as actually they are developed in a completely different way. T

    his means that, in case you should experience an issue on one of these, it is not correct to deduce automatically that even the second one is affected; by consequence, it is not advisable to open a support ticket on www.remarpro.com to describe issues about Yithemes.com plugins or for an experience about our support service.

    Saying that, it is not very respectful your presence here just to discredit the name of our company, known worldwide, just because you had an unhappy experience with us.
    In more detail, as you can perfectly read in our sales terms and condition before purchasing a product, in order to ask for a refund it is mandatory that our support team can check the possible issue caused by the plugin on your server.

    This policy defends us from spiteful people that download our plugins and then ask for a refund with no real reason.
    Lastly, unfortunately we have to remind you that you have not submitted your ticket to ask for support. On the contrary, you have only asked for a refund, denying the access to your site to our support team.

    In this way, they were not able to check the possible problem or the reason that caused it: maybe a particular configuration, or a compatibility issue between theme and the plugin… we don’t know it, just because you didn’t let us help you.

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