“Apart from all the bugs, it's really their support system that's insanely frustrating. 50% chance you get someone competent, but these rest is beyond ridiculously incompetent.
You explain the issue, you record video evidence because they ask for it, they try a few things that don't help, move it forward to "support leads" (Doesn't exist imo, because they are even more incompetent).
Anyway, instead of simply reading the detailed history of what has been tried, they ask you the same Qs all over again.
And I get that it sometimes takes until they answer, but once they do answer, you expect and actually need them to stick to the conversation and not answer ever 20mins to 3hours or however they feel like - how else can you resolve a complex issue?
This again means the next time someone answers will be another person asking you everything again instead of fully reading and understanding the history of what has been done TWICE already.
I've had this multiple times now. I wish I had never bought this useless theme but a professional one instead. By now they have easily wasted 6 weeks of my life.
It's honestly the dumbest support I ever had anywhere!!”
“Un vrai service client ! peu importe le niveau de support, chacun essaye de solutionner votre problème. L'équipe d'élegant themes peut être sollicitée facilement et apprécie répondre à nos attentes! Ne changez rien et continuer de procéder comme tel !!
Merci a vous pour votre travail”
“Elegant Themes are awesome. Not only is their builder amazing, they've also got a ton of templates if you wish to use them, but most of all, the biggest reason for a clear 5-star review is their support.
I cannot overstate how glad I am to know, that I can always count on them to help me out if I ever come across an issue which I can't seem to fix.
Special shout out to my man Andrei who has done wonders for me personally.
Keep up the great work!”
“Elegant Themes "Divi" support is what makes them the best company by responding and solving and taking time with the problem and by taking time not slow I meant taking the time they need to solve the problem in my opinion and didn't mention their theme and the flexibility with moving and changing things even if you're having a 0 knowledge with building a website.
And I want to thank in this review the person who solved a critical problem from the theme support "Andrei"
and i recommend this company 100%”
“Have used DIVI for many year now and have nothing but great things to say about it and the DIVI support team. I was recently faced with an issue using the visual builder after moving a website from shared hosting to a customer's own VPS. The visual builder would only work on the home page and not the subpages. After contacting support, they were able to sort out that the NGINX server environment needed some extra code added for DIVI to display properly. They helped solve an issue me struggled with for over a week. Great theme and technical support team. I highly recommend DIVI and Elegant Themes.”
“an absolutely wonderful company who really focuses on their client's needs. I have built many sites using this awesome theme and it really shows how amazing the product is when each site stands the test of time”
“Anytime reachable and completely committed to resolving my problems to provide a seamless experience! When it comes to provide prompt, efficient support, the ability to send them screenshots and screen recordings over the instant chat is unquestionably advantageous.”
“Suite souci tout d'abord avec les articles, ils ont résolu le problème rapidement. Puis un autre souci avec l'application Tutor LMS et divi, notamment avec le tableau de bord. J'avais fait un design pour le tableau de bord, mais il ne fonctionnait pas correctement. L'équipe a fait ce qu'il fallait et m'a proposé une solution. et je les en remercie beaucoup, d'autant que c'était en fin d'année 2022, pendant les fêtes. Longue vie à Elegant themes. Et vivement que l'alliance Tutor LMS et Divi soit forte.”
“The team at Elegant themes are great at sorting out problems. I had a tricky bit of code causing my page to look all wrong. They were so helpful.
THank you”
“I have read the reviews about support and many have said great things. Apparently, you guys must have favor with the company to get a quick solution and fast turnaround. Unfortunately, my overall experience and timely support have not been good. I am tired of waiting days on end to get situations resolved. There are a few time that support responded in a timely fashion and I commend them for it. I see that a lot of time is spent on developing the product but what are you doing to provide the same effort in the support system. My recent transaction did not go well and the issue is not resolved. I pleaded and begged for someone to get on the line to help me and I am still waiting. Can I speak to the owner!”
Hi there,
Our apologies for the poor experience here. We typically respond in 1-2 hours, however, subsequent responses may take longer depending on the complexity of the request. Our support team does their best to assist all customers and we are actively hiring more team members to improve our overall responsiveness. It would be great if you could response to our private message with your account information so we can investigate what went wrong here. Our team is always looking to improve!
“Customer support is dismal, especially with the marketplace. I've got support tickets that are 2 weeks old that say "not yet seen". (I took screeb captures). When I leave a bad review they respond with "We're sorry" followed by "someone will be in touch" - look for an email, etc. (see my trust pilot review) but no email, no reply to their chat module (it's really not a chat module - they should remove it. Also if a vendor in your marketplace won't even respond to sup[port questions - you should remove them.”
Hi Dorsey,
Our sincerest apologies for the poor experience. I do see that the marketplace seller did respond to your ticket, however, it was very delayed. We have discussed this with the seller and they will be doing their best to maintain an adequate response time moving forward. Our own support is always available in case you have any questions. We typically respond in a few hours and more complex issues are escalated and can take longer especially on the weekend. We appreciate the feedback and hope to provide you with a better experience moving forward!
“I've been working with Elegant Themes for years and can say they are honestly one of the best support teams I've worked with. I've filed numerous tickets over the years for bugs or features I didn't understand and they were always super responsive and clear in their communication. As someone who is constantly filing tickets for software, they have been hands down the best experience for a timeliness & feedback.”
