Buggy and Poor Support
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I really wanted to like Tutor LMS. I even paid for pro, hoping that all of the complaints in the support forum and reviews were unfounded, but the software is just really buggy, and the support team (when they do respond) aren’t good at listening and often blame the issues on you.
I’ve gone in circles with whether or not the “downloadable” box should or should not be checked in the product linked to Woocommerce. It literally just depended on who I talked to on the support team that day.
They also said I needed to use the Tutor Native login instead of the WordPress login, which if that was the case, they shouldn’t even let you opt for the WordPress login. But because of the other membership parts of my website and because I wanted the user experience to flow seamlessly, I opted for the WordPress login.
The add-ons might also be considered a tad misleading. The Elementor add-on, for instance, only lets you customize the course home page and pages that are outside the actual content of the course. You can’t re-design the look of the course itself unless you do CSS stuff or switch the entire theme of your website.
It did seem super promising, and they are rolling out new features constantly, which is why I wanted to use Tutor LMS, but there are just so many bugs. They should prioritize basic functionality (like actually letting students into the course after they purchase it????? so many issues with this) before adding extra stuff.
I submitted a refund request, and it hasn’t yet been the 30 days since I purchased Pro, so I hope they honor it because I really regret that upgrade to Pro and will be moving to a different LMS.
Update 07/11/2021: Seems like they’re not going to honor a refund unless I hop on a video call with their team lead between my local hours of 11 PM and 6 AM. I’ve already migrated to LearnDash and have been so so so pleased. Everything just works on LearnDash.
Even if TutorLMS did fix the issues I’ve been having, I don’t want to continue using their software because of the large number of issues and the poor support I received. It wasn’t until I asked for a refund and gave a one-star review that they seemed to take support seriously. If they do honor a refund, I’ll update this review, but just overall poor support and poor customer service.
For those reading this, if you want to try Tutor LMS for free, totally give it a go, but I do not recommend anyone spend any money on it. The software and the support are not reliable.
Update 07/13/2021: They did give me a refund after all of this. So at least they honored that.
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Understood regarding the “downloadable” checkbox. Could not verify that because I had been just on the free version, so I didn’t have the frontend builder available.
Through my various cycles of asking for support for my enrollment issues, I’ve checked all of these and verify them to be functioning properly except for the IPN and payment capture issues. Although I’ve had zero issues with payments for other products in my Woocommerce store.
And I hope that your explanation of having a lot of new support team members is just that: an explanation, not an excuse. I hope that means you’re taking steps to provide better training, so the support team can provide better help to your customers because right now, they’re not.
Support team emailed me regarding refund that they’d like me to video call the team lead. And if he can’t fix the issues by Friday, then they’ll refund me. Unfortunately, all of the appointment times are in the middle of the night in my time zone.
Bugs I’ve experienced:
- `Opening the editor for any lesson, quiz, or assignment deletes all of the content within it (including video), so I cannot just add more information to the lesson/quiz/assignment and have to have everything saved in a separate document.
Solution from support team: instead of walking me through anything first, they simply asked for admin access to my site. For security reasons, I chose not to accept their help and opted to just live with the issue in the hopes that a future update would solve the problem. And yes, I did experiment with turning off other plugins. This is just an issue with Tutor LMS that I’ve been unable to resolve.
- “Disable course duration” does not work. It still shows on the course page. Additionally, the other options to disable things like course author only work on the course page itself and not on the archives. Not necessarily a bug, but it’s definitely an oversight.
- “Next” and “previous” buttons within the course pages to navigate to the next lesson/quiz/assignment don’t reliably work. They work a lot of the time, but they often don’t work as well. Buggy. Same with clicking directly on a lesson/quiz/assignment on the course outline. Sometimes it works, sometimes it doesn’t.
Overall, my experience with this software and the support team is that neither are reliable. I need LMS software that I can rely upon and a support team who will actually fix the issues and prevent them from happening in the future. Just being part of the Facebook group also made me realize how many issues Tutor LMS has. People are constantly complaining about issues and about how long it takes for support to get back to them, if they ever do. And often, support doesn’t actually fix anything.
Additionally, the note on misleading information: You may be working more on integrations like the Elementor one, where in the future, people will be able to design the pages within the courses as well, but right now, that’s not an option. I’m begging you to communicate things like this. Be clear about exactly what an integration can and cannot do.
Same thing with saying that Tutor LMS supports the Gutenberg editor. That’s only for the course home page. You cannot use Gutenberg for the lessons, quizzes, or assignments. Be clear about that, so people will know what they’re signing up for. That’s just good business. If you think they won’t sign up because the feature isn’t what they need, then…make sure that feature is available.
- `Opening the editor for any lesson, quiz, or assignment deletes all of the content within it (including video), so I cannot just add more information to the lesson/quiz/assignment and have to have everything saved in a separate document.
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