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Issues with Theme – Request for Immediate Resolution or Refund

This topic has 15 replies, 2 voices, and was last updated 4 months, 3 weeks ago ago by Rose Tyler

Bagwani

Participant

June 23, 2024 at 10:05

Dear Xstore Theme Team,

I hope this email finds you well. I am writing to express my serious concerns regarding the theme I purchased from your company.
I have been experiencing numerous issues with it on a daily basis, which are severely affecting my ability to work efficiently.

Here are the specific problems I have encountered:

1. **Frequent Hanging**: The theme hangs almost daily, making it extremely difficult to work.
2. **Disappearing Images**: The “Below header image” and the “Deal of the Day” image disappear frequently.
3. **Mobile Responsiveness**: The theme takes over 10 minutes to load on mobile devices, making it completely unresponsive.
I have attached a video from my mobile phone to illustrate this issue but due to restrictions mobile video recording is not possible, please check yourself.

I have been trying to work with this theme for over 15 days now, but less than 10% of my work has been completed due to these persistent issues.
This is unacceptable, and the theme has proven to be highly unreliable.

I urge you to address these issues immediately. If these problems cannot be resolved promptly, I request a full refund of my purchase.
I have attached screenshots for your reference to help you understand the problems better.

Please prioritize this matter and provide a solution as soon as possible. either with a resolution or details on how I can proceed with a refund.

Thank you for your attention to this urgent matter.
{It’s hardly request please check this theme on mobile too.}

Best regards,
BAGWANI

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#401076 Copied Theme version: 9.3.12

14 Answers

Rose Tyler

Support staff

June 23, 2024 at 10:18

Hello Bagwani,

Thank you for reaching out and bringing these issues to our attention. We sincerely apologize for the inconvenience you have been experiencing with our Xstore Theme. Ensuring our customers have a smooth and efficient experience is a priority for us, and we are here to help resolve these problems promptly.

We appreciate the detailed information you have provided, and we understand how critical it is for the theme to function correctly. Our team is already looking into the issues you’ve reported:

1. **Frequent Hanging**: We recommend that you disable all third-party plugins that are not included with XStore
(https://www.8theme.com/documentation/xstore/plugins/included-plugins/). After doing so, please clear your browser’s cache and check again. It is possible that one of these additional plugins is causing the issue.

2. **Disappearing Images**: We’ve re-selected 2 mentioned images and fixed this issue on your Home page.

3. **Mobile Responsiveness**: We’ve checked your site from mobile (Chrome browser) and it loads correctly. Please record a video of the problem for a better understanding. Upload it on a filesharing service, for example – https://wetransfer.com/ , and provide us with the URL. Let us know what browser and device you use.

Best Regards,
8Theme’s Team

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for this information.

#401078 Copied

Bagwani

Participant

June 23, 2024 at 11:41

Hello Team,
As you said, “We’ve checked your site from mobile (Chrome browser) and it loads correctly.” but you can see it is not working properly please check again.

VIDEO ATTACHED

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#401088 Copied

Rose Tyler

Support staff

June 23, 2024 at 12:06

Hello Bagwani,

Thank you for the video.

Could you kindly conduct a test by disabling the LiteSpeed Cache plugin? We suspect that the issue might be related to an image option within the plugin.

We appreciate your cooperation.

Best Regards,
8Theme’s Team

#401091 Copied

Bagwani

Participant

June 24, 2024 at 10:17

Dear Team,

I hope this message finds you well. I have a concern regarding the Litespeed Cache plugin installed on my website, which I acquired through my hosting provider. Initially, installing this plugin significantly improved my website’s speed and performance, including better image visibility.

However, recently I’ve come across conflicting information suggesting that uninstalling the Litespeed Cache plugin might affect the visibility of images on my mobile website. I value your expertise and would appreciate your guidance on how to proceed in this matter.

Could you please advise me on the best course of action? Should I uninstall the plugin or are there alternative solutions to maintain both website speed and image visibility?

Regards,
BAGWANI

#401199 Copied

Rose Tyler

Support staff

June 24, 2024 at 10:30

Hello Bagwani,

We encourage you to reach out to the support team for the plugin to see if they can resolve the issues you are encountering. Should they be able to assist you, you will be able to continue using the plugin as before. If not, we recommend trying an alternative caching plugin. You can find several options in this article: [How to Speed Up My Website](https://www.8theme.com/documentation/xstore/troubleshooting/how-to-speed-up-my-website/).
Please avoid using multiple caching plugins simultaneously if you are unsure about potential option conflicts.

Best Regards,
8Theme’s Team

#401205 Copied

Bagwani

Participant

June 24, 2024 at 20:05

Dear Support Team,

What kind of nonsense is this? I am facing several issues with your theme. Sometimes, the theme behaves inconsistently, causing various problems.

Currently, my shop page is not working at all, as you can see in the attached screenshot—nothing is displaying.

Following your advice, I uninstalled the LITESPEED CACHE plugin, but the issue remains unresolved. This is quite frustrating and disappointing.

Please help me resolve this problem as soon as possible.

Regards,
BAGWANI

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#401329 Copied

Rose Tyler

Support staff

June 25, 2024 at 07:29

Hello Bagwani,

We appreciate your prompt response.

Private Content

Best Regards,
8Theme’s Team

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#401401 Copied

Bagwani

Participant

June 25, 2024 at 14:16

Dear Xstore Team,

I am facing serious alignment issues with the mega menu on my header. Despite creating a perfectly aligned cooking oil mega menu, every time I edit other mega menus, their alignment messes up on its own. Your theme is consistently causing problems, making it impossible to work smoothly.

I need you to urgently fix the alignment of all these menus. Once content or images are added, the menus should not extend into extra white areas unnecessarily. This is unacceptable for ongoing work. I’ve tried over 100 times to resolve this myself without success.

You have access to my portal, so please go ahead and fix it yourself because I’m completely unable to set it up. Please don’t send screenshots, just correct it yourself.

I’m sending you screenshots of 2/3 menus as examples, but please adjust the alignment of all the mega menus properly for me.

Regards,
BAGWANI

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#401539 Copied

Bagwani

Participant

June 25, 2024 at 14:17

Please check all screenshot.

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#401541 Copied

Rose Tyler

Support staff

June 25, 2024 at 14:49

Hello Bagwani,

We’ve changed the settings at your request – https://prnt.sc/A1-RDeTlv78F Please check the result.

Best Regards,
8Theme’s Team

Please contact administrator
for this information.

#401548 Copied

Bagwani

Participant

June 26, 2024 at 07:29

Hey Team,

Thank you, but you didn’t edit every menu. Please correct this AS SOON AS POSSIBLE. Do it best with proper alignment.
And, please guide us to how you’re changing this.

Regards,
BAGWANI

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#401665 Copied

Rose Tyler

Support staff

June 26, 2024 at 07:35

Hello Bagwani,

Please close the header editor https://prnt.sc/9vxZ3Ci6Bff0 and we will make changes for you.
Or try to edit this Width option for every menu item to see how it works https://prnt.sc/A1-RDeTlv78F

Thank you for your cooperation and we look forward to hearing from you soon.

Best Regards,
8Theme’s Team

#401668 Copied

Bagwani

Participant

June 26, 2024 at 08:28

Hey Team,
Please change it, as no one is now working on it.

Regards,
BAGWANI

#401693 Copied

Rose Tyler

Support staff

June 26, 2024 at 09:15

Hello Bagwani,

We appreciate your prompt response.

We’ve recorded a video of our actions for you (Private Content).

Best Regards,
8Theme’s Team

Please contact administrator
for this information.

#401710 Copied
Tagged: immediate resolution, refund request, template problem, theme issues, wordpress theme support, wordpress woocommerce templates
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