Elegant Themes Reviews

Name: Elegant Themes
Rating: 4.81

4.8 Rating 221 Reviews

95 %

of reviewers recommend Elegant Themes

Company Reviews

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4.8

Based on 221 reviews


Shipping & Delivery
On-time Delivery	97%
Customer Service
Communication Channels	Live Chat, Email
Queries Resolved In	Under An Hour

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Support doesn't actually help you at all. Divi has way to many conflicts with other plug ins, if you install and work with Divi, be aware that most of the common plug ins will have conflicts and Divi doesn't do anything to fix them. I wouldn't recommend using this theme builder, I actually cannot find a positive thing to say.”

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Posted 2 weeks ago

“Incompetent and can care less customer service. One person has no idea what another is saying or doing. They won't keep their promise. Wasted so much time trying to resolve a simple issue and got the run around for over a week. Horrible experience!!!”

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Posted 3 months ago

“I reported a bug 31 MONTHS(!) ago. Thats more then 2,5 YEARS! All they do is keep postponing things. So far, no one has helped me. The bug still persists. The support staff is friendly, but I don't need "friendly". I need a functional website.”

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Posted 6 months ago

“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!!”

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Posted 6 months ago

“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!”

Helpful Report

Posted 1 year ago

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!

Posted 1 year ago

“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.”

Helpful Report

Posted 1 year ago

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!

Posted 1 year ago

“Marius and Eduard from Customer Support refused to help me for a simple thing like fixing the Divi Woo page Grid fix. Unbelievably dissapointing display of neglect as i kept asking them for 2 months straight and they kept declining to help. Van you believe it ? A simple fix for the Shop gird is like childs play CSS coed for any professional theme's which have woocommerce mods built into it will haver support support team that will be ready to go out of their way to provide me this simple fix but Divi did not and straight for 2 months continuously. The support is also slow and there are tons of glitches with theme overall. Really upsetting service from both Eduard and Marius who are Managers and Team leads from Divi support.”

Helpful Report

Posted 2 years ago

Hi there, While our support team does their best to assist with minor CSS customization, we cannot guarantee customization beyond the functionality in our live demo pages. It looks like our team was able to assist you further and we hope to be able to set better expectations in the future. Our support response time is generally around 2 hours, however, subsequent responses may take longer depending on the complexity of the issue. If you are experiencing bugs or glitches with Divi, our support team would be happy to investigate those further so we can resolve them with future Divi updates. We release Divi updates regularly which include numerous bug fixes.

Posted 1 year ago

“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.”

Helpful Report

Posted 3 years ago

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.

Posted 2 years ago

“Unfortunately I found that I needed to cancel my divi package. Despite signing up and paying in full for the 'lifetime subscription', I had narrowly passed the 30 day threshold and was given a host of 'computer says No' email responses, with zero attempt to understand my experience of the service. I found Divi to be unresponsive / of minimal help when using the 'chat' function when building my first website. Not 'start-up friendly' as an organisation, and fairly unhelpful at all levels, including the Director.”

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Posted 4 years ago

Our sincerest apologies for the poor experience you had with Divi and our Support team. I am afraid we cannot refund any transaction outside of our 30 day refund policy which we have found to be enough time to trial our products and ensure they are the right option. We strive to assist all of our customers through our documentation and Support channels. If you need assistance please open up a Support chat and our team would be happy to help you.

Posted 4 years ago

Elegant Themes is rated 4.8 based on 221 reviews