Complaints

• Initial Complaint

  05/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Having been a long time grandfathered subscriber I was ensured that I would always receive security updates when vulnerabilities arise in the Divi Theme. In a recent interaction with their support representative - ****************** was refused to get the security update that our original contract entitled us to. The representative was dismissive and rude, and refused to get a supervisor.Additionally, despite multiple discussions with their billing team about simply upgrading my account to a Lifetime Membership with a substantial discount - as promised yearly to many of their "Day One" subscribers NOTHING has happened. Support is truly incompetent and unable to keep their stories straight.Divi from Elegant Themes is a blatant scam and the company shows ZERO loyalty to their oldest subscribers. **************** like this truly is atrocious and reading recent reviews shows me this company is nothing short of fraudulent and evil.

  

  Business response

  05/10/2024

  We have responded to the customer via email and sent the latest patched version of our product to this customer.

  Customer response

  05/12/2024

   
  Complaint: 21691964
  
  I am rejecting this response because:  The poor communication and rude responses from Elegant Themes are simply unacceptable.  Given the amount of time that I have been a customer - and the fact that they keep systematically removing pieces of the grandfathered subscription - I feel a fair compromise would be for a gratis or heavily discounted lifetime subscription.  Despite paying for the subscription for 12 years, they never honored the yearly Black Friday / Cyber Monday deals to purchase a discounted lifetime subscription, and gave many blas excuses as to why that happened.  

  Customer service goes a long way, and my complaint is not the only one on public forums like the BBB and TrustPilot stating they are NOT holding up their end of the bargain.  I look forward to a response from the business showing that they're willing to step up to the plate and do the right thing for customers that have been with them since Day One.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My company had purchased a theme with an automatic renewal on an annual basis. In the past year we had updated our website and were no longer using this theme. On March 16 our credit card was charged for an automatic renewal for this theme. However, we didn't receive any notification about the charge from the company either before the payment was charged or after the payment was charged to our credit card. We noticed the charge only when we began reviewing our monthly accounts. Once discovered, I immediately contacted Elegant themes (on April 18) via email and asked for a refund. *** emailed me back stating that my request was beyond their 30 day policy and so a refund would not be issued. Every other subscription service I have sends me an email before a charge is going to be made and most send an receipt afterward. Without receiving any communication that the credit card is going to be charged makes it unlikely that businesses are able to request a refund within the 30 day time frame.

  

  Business response

  04/23/2024

  We have responded to **** and refunded him as a one-time exception to our 30 day refund policy. 

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a client that has a website that hasn't needed any revisions for about two years. When I go to use my elegant themes product, nothing works. I spent hours online with their so-called "chat support" to absolutely no avail. I have not been able to contact this company directly other than via their completely incompetent chat team. I had a website that was functioning when I began, but because of the interventions of the support staff, my website is completely gone. The only thing I can do is send an email and wait hours maybe days for a response. I got an email from someone claiming to be the support manager, but I doubt if she was any kind of a manager at all. I need to hear from somebody from this company by phone. It is frustrating when a company hides behind a little chat system and refuses to acknowledge its customers needs. If this company cannot reach out to me by phone I will have to demand a complete refund.

  

  Business response

  02/05/2024

  Hi ****, 

  I'm glad to see our Support Manager ****** and the team were able to help you out. Unfortunately, we don't have phone support and response times can vary based on how busy we are and the complexity of the issue. Our team works hard to get back to everyone quickly, usually within a few hours.

  If the lack of phone support is a deal-breaker for you, it might be better to look into other options. We do have a 30-day refund policy if things aren't working out. We'd love to keep you around, but we get it if you decide to go for a refund.

• Initial Complaint

  08/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I hope this message finds you well.I recently observed an unauthorized charge of AED ****** on my account, dated August 20, 2023. I would like to bring to your attention that I do not have an active account subscription with your website, and therefore, this charge is clearly a mistake.I've already reached out to your customer service team at ********************** regarding this matter, but unfortunately, I have not received a positive response as of yet.I kindly request your immediate attention to this issue. It would be greatly appreciated if you could provide a prompt refund to my account for the unauthorized charge.Thank you for your understanding and swift action in resolving this matter.

  

  Business response

  08/31/2023

  Hi there, 
  
  We are not able to locate your account with your given name or email address. Can you please share your Elegant Themes Username or first/last name of the account holder we have on file? Or maybe the email address you used to contact our support team? We can then investigate this further. 

   

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a theme for my website jesusofnazarethministries.com on elegantthemes.com. Before that I purchased another theme on themeforest.net which was defective and requested to dispute the transaction with Barclays credit card company I made the purchase with because the merchant didn't respond to my request. Barclays mistakenly disputed the elegant themes transaction. I called Barclays and they re-billed the amount back to elegant themes on Feb. 23 which is reflected on my statement. The elegant theme claims that they don't have the re-billed back money even though it's been more than 2 months and Barclays said it's between you and the merchant because we did our part and can't help you anymore. I email to elegant themes my credit card statement which proves that it was re-billed back to elegant themes and they should have the funds back. The merchant elegant themes blocked my account so I'm not able to use their product anymore.Please help!P.S. I've attached the email conversation with the elegant themes and a credit card statement.Thank you in advance.Best regards,************

  

  Business response

  05/31/2023

  Hi ******, 
  
  We have resolved the issue with the customer. They were able to recover their funds. I will ask the customer to close this dispute. 
  
  Let me know if you need anything else from me. 
  
  
  Best, 
  *************************
  www.ElegantThemes.com
  

  
  

  Customer response

  06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dzmitry Loktseu

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Lifetime License for over $200 for one of this companies products based on recommendations and online reviews about how it was the best and had all of these great features. It came with a 30 day money back guarantee, so I decided to try it. I tried for about 3 weeks - read all the documentation, videos, and support provided. ************ is extremely misleading as to gain access to many of the features they advertise, you need to download additional material from the Marketplace which is also expensive. I've spent over $500 with this company and they have their products broke my first website, the second one was shut down for "malware" that was found after I installed one of the add-ons, the third attempt I made, the product would not even install. I contacted the company several times and they provided refunds for some of the additional packs from the marketplace but refused to refund the initial product of over $200 because it was 5 days past the 30 day policy. After all of the problems I encountered, and tried explaining to them, I simply received no response back. I cannot use this product at all and have had to look into alternatives that will cost more money and time to get my website up and running. Bottom line: ************ claims they are so great and the product is amazing but the second you run into an issue all they do is give excuses and stop replying to you. A full refund is completely warranted given the amount of time, money, and resources I spent trying to get my website running with this product - but the only response I got was "Sorry, your 5 days past the limit, nothing we can do for you" and when I replied and insisted and listed all of the issues they have caused? Nothing - no reply, no acknowledgement. Absolutely a complete waste of time and resources. I'm back to square one and out the money. I uninstalled and deleted all the files, but they don't care - they have the my money so they can just ignore the problems now.

  

  Business response

  09/16/2022

  Our ******************************************************************** our terms of service. We are unable to refund any transactions outside of 30 days. 

  Customer response

  09/21/2022

   
  Complaint: 17921687
  
  I am rejecting this response because:

  The product is faulty, crashed my website with malware, and forced me to spend money on another system while stalling my business - an exception could be made, they are choosing not to make one because they know the product is faulty. I will be seeking legal action on this matter as it has cost my business hundreds of dollars in lost profit and additional expenses. Ive gone with another product and uninstalled and deleted all files. To not refund over all the trouble this has caused us simply not acceptable to me after everything I have gone through. I will get my money back one way or another after all of the money and time this has cost me. 
  
  Sincerely,
  
  *************************

  

  Business response

  09/23/2022

  After investigating further, we have made a one-time exception and refunded all purchases. The customer has been fully refunded and should receive their funds in **** business days. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A online digital product was purchased from Elegant Themes on the 17th of December. I made this purchase under physiological stressors and outside forces that is outside of my control. Knowing that this is a digital product and not a physical product, I kindly asked the company for a refund and revoking of all rights to the digital product. I thought they would understand the mental anguish that some people go through and that they could help by providing a refund to me for this product. I understand a lot about stance on mental health with each company I talk to and at this point I am also a bit offended on their stance of not comprehending the extenuating circumstances that led me to make this request. Therefore, I am taking the request here to the BBB on account of the fact that mental health and outside stressors should have some bearing on the amount of time available to request a refund if the company is not about harassment, discrimination, defamation, or riddled with PR problems and insensitivity. I am hoping that the right decision is made to refund the money used to purchase that product so that I can help make myself financial secure again from the problems that being in my position has led to. I think anyone else in this exact position would agree and any other company in their position would agree that this is a fair refund request that should be honored in light of the circumstances and the details surrounding both the case and the product.

  

  Business response

  03/14/2022

  We have fully refunded the customer outside of our ****** refund policy as a one time exception due to the personal circumstances.

  Customer response

  03/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩