“I purchased the theme for my website several years ago. One theme for one website. My website stopped loading because the theme needed an update. For this, the company charged me 105 euros for a one year membership. FOR AN UPDATE! Beware the pricing is deceptive as they will require you to purchase new memberships annually to keep your site running. You will not be able to keep your site running if you use their themes without paying an exploitive annual membership. They design it so that your site will break without their updates. So redesign without this their theme, or pay up.
On top of that the customer service is abysmal. They clearly prioritize sales agents. If you would like to chat with a sales rep, you’ll have no problem. Tech support is a whole other issue. At best they will send you some how to video links. They only function in chat and take 3-5 minutes to respond to any reply on chat. And the responses are targeted towards web designers. So if you are just trying to maintain your own site good luck. Once you’ve spent an hour on with the 1st tier of tech support they will escalate you to a second tier. You should expect an initial response back on 4-6 hours.
I have divi as a parent theme, and the theme itself is great and easy to use. But if I had it to do over again, I would have never allowed my site designer to use this theme. It is expensive to maintain, uses exploitive practices, and has poor customer service.”
Hi Melanie,
Our sincerest apologies for the poor experience here. We do not cause our products to stop working or require updates. WordPress is an ever changing eco system and there are many factors at play in regards to maintaining a website. Our team does their best to keep all of our products up to date along with WordPress and other 3rd party products. We do recommend that all of our customers stay up to date for security and compatibility issues and are in no way trying to deceive our customers. I do see that our team has been assisting you and will continue to help if anything else comes up.
In any case, this is not the type of experience we want any of our customers to go through and we are working on increasing our support staff in order to reduce response times further. We do hope to provide you with a much better experience in the near future and will use this feedback to improve.
We do understand that Divi may not be the right fit for everyone and if you would prefer to take advantage of our 30 day refund policy, you can certainly do that. Our goal is to make sure you are happy, even if it means choosing a different product. Feel free to reach out to support@elegantthemes.com if you have any questions or to share anymore feedback.
“Using Divi. Good product for the techy allowing more freedom over layout. Used a few CMS over the years. For me, this works well for getting sites up and running quickly. But probably the best is the support. Able to provide fixes and answers quickly. Worth the money.”
“Brilliant service from the team. They are always available to sort out any issues I might have. Such a pleasure dealing with the Elegant Themes team.”
“Great Product, Continually updated with great new features all the time, Customer service always super helpful too! I recommend Divi to all my Clients”
