Clunky plugin that slowed our site, followed by a poor support experience

  • KOUKI

    (@shopkouwi)


    1 month, 1 week ago

    We had a very poor experience with this plugin.

    The plugin was clunky, slowed down our WooCommerce site, and created performance issues around pricing, cart behaviour, and overall load speed. When the plugin was disabled, our site was noticeably faster, which made it clear the plugin was contributing to the problem.

    We contacted support and were told that certain pricing rules can slow down a site, especially rules involving cart-related or customer-related conditions. That is a major concern for any WooCommerce store that relies on speed, clean product pages, and a smooth checkout experience.

    The support and refund experience made things worse. Instead of properly resolving the issue, we were told to contact their payment provider about a refund, which felt completely unreasonable given the plugin’s impact on our store.

    They also stated: “If you’d still like to proceed with the refund, and you no longer wish to use the plugin, please update or remove all of your reviews. Then let us know, and we’ll process the refund as a goodwill gesture.”

    In my view, asking a customer to update or remove reviews before processing a refund is deeply concerning. It made the whole experience feel even more misleading and raised serious concerns about how negative feedback is handled.

    Our original review was also taken down after we posted about our experience. Customers should be able to share honest feedback when a plugin causes real issues on a live ecommerce site.

    Overall, this was a bad experience. The plugin was heavy, support did not provide a practical resolution, and the refund process was unnecessarily frustrating.

    Review stands.

Viewing 1 replies (of 1 total)
  • Plugin Support Emily Wilson

    (@emilywil)

    1 month, 1 week ago

    Hello,

    Thank you for your feedback.

    We would like to provide additional context regarding the performance concerns and support process.

    Our plugin provides a broad range of dynamic pricing and discount features, including product-based, cart-based, customer-based, role-based, purchase history, and many other advanced conditions. Because some pricing rules depend on information that changes dynamically, certain calculations must be performed in real time and cannot always be fully cached without affecting pricing accuracy.

    When you contacted us regarding performance concerns, we requested additional information and suggested several troubleshooting and optimization steps to better understand the issue within your WooCommerce environment. We also explained that some advanced rule types may require more processing than simpler pricing rules and discussed alternative approaches where appropriate.

    Based on the information available to us, we were unable to conclusively identify the source of the reported slowdown. As a result, we offered to continue investigating the issue and discussed potential enhancements and additional optimization options that could benefit stores with similar requirements.

    During these discussions, the focus shifted toward a refund request. While we remained willing to continue troubleshooting and exploring possible solutions, a refund was requested before a full technical investigation could be completed. It is also important to note that the refund request was made approximately six months after purchase and after an extended period of active use of the plugin.

    Although our published refund policy does not normally cover requests after such a period, we nevertheless reviewed the request individually and attempted to assist beyond the scope of our standard policy.

    We respect your decision to move to a different solution if it better suits your requirements. However, we believe it is important for other users to understand that we made repeated efforts to investigate the reported issue, provided optimization suggestions, discussed additional development options, and remained willing to continue working toward a solution.

    We remain committed to continuously improving the plugin and appreciate all constructive feedback that helps us make the product better for our users.

    Kind regards

Viewing 1 replies (of 1 total)

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