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Refund request for xstore purchase - by Chrisbliss123

This topic has 10 replies, 2 voices, and was last updated 8 years, 2 months ago ago by Olga Barlow

Chrisbliss123

Participant

September 25, 2016 at 20:08

Hi EightTheme,
I bought your Xstore woocommerce theme from Envato market. I read through the product description and watched your tutorial videos before buying. In the video provided on the product page, the speaker mentions the server requirements for Xstore, and how they can be easily changed.

I then bought and downloaded the theme. After a few installation attempts I realised my server didn’t meet the required standard so I contacted my hosting provider. In order to get the plan with the necessary specifications, I would have to pay well in excess of $100. This is not possible and I can therefore not use the theme.
As I cannot use the theme, and your video and description misrepresented the ease with which server settings can be changed, I would like a refund. I have provided the Envato code during my sign up. I hope to hear from you.

#140708 Copied

9 Answers

Olga Barlow

Support staff

September 26, 2016 at 06:52

Hello,

We are very upset that you faced problems with our theme installation because of your hosting settings.
As a rule, users check server requirements before theme purchasing.
Could you tell me limits of your hosting (PHP version, memory_limit, upload_max_filesize)?

Also, please, describe me what exactly issues did you face while installation. Maybe we’ll be able to help you.

Regards

#140716 Copied

Chrisbliss123

Participant

September 26, 2016 at 09:00

Hi thanks for getting back to,
in the past changing server settings has been easy. This time however, the increase in performance seems to be way higher.

PhP Version: 5.6
max_execution_time: 45
memory_limit: 96m
upload_max_filesize: 32m

As stated previously, your installation video claimed that changing the server settings would be easy and at no extra cost. This has proved to be incorrect.

#140755 Copied

Olga Barlow

Support staff

September 26, 2016 at 14:02

Hello,

We said that your server should meet minimum theme requirements and that you can change these limits, we said nothing that it’s fee or not! Of course, it’s related to your hosting and you should know your tariff plan and what is included.

Anyway, could you, please, provide me FTP and admin panel access to your site? I’ll try to install theme and check if there any problems appear because of your limits.

Regards

#140787 Copied

Chrisbliss123

Participant

September 26, 2016 at 14:13

Hello Olga,

thanks for getting back to me. I am afraid you are misrepresenting the situation.
Xstore is very unclear on what server requirements are needed. In fact, the envato xstore product page doesn’t even mention the word “server” let alone “server requirements”.

As this is a paid theme, all important information should be included on the product page. Otherwise customers simply won’t know what they are getting themselves into until it is too late. Considering that there is no mention of special server requirements, the video also misrepresents the situation webmasters will find themselves in:

“But these are just little technical details which are easily editable.”

That is word for word what it says. What it should say is: “these are hard requirements, and you may need to upgrade your hosting plan incurring extra costs.”

If the required information had been present on your envato product page, or your video had given an accurate account of the situation, I would not have purchased the theme before checking my hosting plan.

I am afraid I do not give FTP access to others. Please process the refund.

#140790 Copied

Olga Barlow

Support staff

September 27, 2016 at 07:49

Hello,

When you buy car and dealer tells you that you need to fill it up with a good petrol, but tells you that it’s technical details. I think you won’t send refund request because you find out that good petrol costs too expensive.

Different hostings offer different prices. We don’t know what hosting every customer uses and what is “expensive” for every customer. That’s why we added server requirements in online theme documentation and repeat them in our video. Every customer also can ask us about it in live chat before purchasing.

We mentioned requirements that are optimal, theme could work with filesize less than 40M but then you need to install it via FTP instead of Dashboard. Also, it could work with less memory limit but then you won’t use too many additional plugins. You may use max_execution_time less than 180 but then we need to install demo data manually.

I want to help you and offer free installation of our theme via FTP because you have such limits. I just need temporary FTP and admin panel access to your WP installation only, I don’t need access to all your files on server.

Regards

#140827 Copied

Chrisbliss123

Participant

September 28, 2016 at 15:05

Hi Olga,

I think the more accurate analogy would be a car-salesman not telling the customer that he needs rocket-fuel to drive the car. Saying that it says rocket-fuel in the car manual isn’t good enough. I am currently in the process of launching my fifth website and have never come across these exorbitant server requirements. It is fair to say that xstore has server requirements which go far beyond the ordinary and should therefore be clearly signposted. I repeat that they were not mentioned at all on the Envato product page and only mentioned in a video which was entitled “how to install”. Clearly not a video most people would watch prior to buying the theme. The mention in the video represents the changes in server requirement to be a footnote not worth worrying about. This seems a clear misrepresentation to me.

I have provided ftp access in the private content below. Please see if the theme works without the server upgrade, and refund me my money if not.

Please, contact administrator
for this information.

#140976 Copied

Olga Barlow

Support staff

September 29, 2016 at 07:41

Hello,

Rocket-fuel? Please, don’t overreact. WooCommerce plugin has almost the same requirements http://prntscr.com/cnn8x3 https://docs.woocommerce.com/document/server-requirements/ , if you plan to use WooCommerce theme you should know it; ask any TF top seller about this, Avada for example https://theme-fusion.com/avada-doc/getting-started/requirements-for-avada/ We did not recommend something unbelievable! Also, we mentioned our recommendation in online documentation https://www.8theme.com/demo/docs/xstore/#general_information_11_xstore_theme_requirements

Provide, please, admin panel access. We can’t activate theme and install all the necessary plugins without it.

Regards

#141041 Copied

Chrisbliss123

Participant

September 29, 2016 at 16:38

Olga,

I am currently at work and see that hopsandreams is down and I cannot login. What have you done?

#141113 Copied

Olga Barlow

Support staff

September 29, 2016 at 19:41

Hello,

Sorry, but I don’t see any problems with your site http://prntscr.com/cnvq25
Could you explain more detailed. And provide admin panel access, please. I would like to finish theme installation.

Regards

#141144 Copied
Tagged: purchase, refund, request, templates, woocommerce, wordpress, xstore
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