BEWARE! Plugin Issues & Aggressive Customer Service

BEWARE of the Master Addon plugin and their support team.

Context:

I was excited to leverage the breakpoint functionality of the Master Addon plugin. I was impressed with the demo and loved that they had a refund policy. I purchased the plugin and activated it on my website (Elementor Pro + Hello Theme).

The Problem:

Once the plugin had been activated I immediately noticed that it was taking longer for my Elementor side panel to load. Once loaded, I started to explore the different breakpoints to see how the plugin worked.

Unfortunately, a number of mobile and tablet device breakpoints would not properly work. I had issues with columns (going from 50% to 100% would cause my columns to get frozen on 10%); fonts would not adjust despite ensuring the breakpoint I was on was the breakpoint Elementor was editing, and multiple times I would get 500 (server is not available) errors.

I deactivated the Master Addons and the corresponding breakpoint plugin and my Elementor sidebar functioned properly once again.

Red Flags w/ Master Addons Customer Service:

After experiencing issues with the plugin, I emailed Master Addons the following: “After installing this plugin my elementor sidebar has been having a lot of problems. Is there a way to fix this? If not, I would like a refund.”

Their response: “Hi,Please let me know details about your problem. Also, send wp admin and ftp access.”

I didn’t feel comfortable sending access to my website, but I did reactivate the plugin and filmed a video of myself using it, to showcase the problems I was experiencing. I reconfirmed if they would need access to my site, hoping that I could be given customer support without such access.

Unfortunately, I received this response: “Thanks for your video. We need to check the problem, please create a Temp Admin account and send me the access.”

This made me really uncomfortable but I really wanted to leverage the plugin, so I created a temp login and sent it to the support email after I confirmed with the support team the email address I should send the access to.

I felt really sketched out after I sent the access, so went back to my site to fiddle with the plugin again to see if I could make any use out of it. It was a last-ditch effort before I threw in the towel completely. Again, once reactivated, I experienced “500 server not available” and consistent issues with the breakpoints not working.

Realizing I didn’t feel good about the customer service and didn’t have time to have the Master Add-on active on my site causing performance issues, I deactivated the temp login, deactivated Master Addons, and emailed the customer support asking for a refund.

In essence, I was not satisfied with the product and asked for my money back per their refund policy.

Crickets for 2 days.

I finally got a response stating: “Our Refund Policy is if we can’t resolve any problem then we’ll process the Full Refund but we need to check the issue first. You need to allow us at least once to check your problems first, this is for improving our plugin.”

To which I responded that their policy stated if you are not satisfied and send a reason then you would get your money back instantly. I provided specific documentation of the issues I was facing and was not provided any support other than a request to give them access to my website. I explained that if they had stated they would need full access to my website to improve their plugin, I would have NEVER purchased their product.

After sending additional emails asking for my money back, I have received VERY aggressive responses belittling me and the “small” amount I paid them. Unprofessional doesn’t even begin to describe how this company comports itself.

At this point, it seems that if I don’t give them access to my website, I am not eligible to receive a refund. I am disputing the charge directly with American Express.

Please beware! The process of forcing customers to provide access to their websites to improve their plugin is super concerning. I’ve worked with other plugin companies before and have never experienced this. I want to make sure people know how this company conducts itself and to warn you to proceed with caution.

The plugin had a lot of promise, but their customer service is a big red flag.

• This topic was modified 3 years, 7 months ago by bushkey94591.