Disappointing support and refund process

  • arman86

    (@arman86)


    3 days, 20 hours ago

    The plugin looked simple and easy to use at first, but unfortunately, I faced several problems and had to request a refund. The custom fields are not really customizable. For example, there is a required “username” field that is completely unnecessary for our business, and it cannot be removed. Instead of helping fix the issue, the support team blamed WooCommerce.

    It has been more than 3 weeks now, and I have only received vague replies and unhelpful automated AI responses. They also deactivated my product access and stopped support. So now I paid for a plugin that does not fit my needs, and I cannot even use it properly anymore because I can no longer update it; even though I paid for lifetime updates and support.

    I would recommend others to think carefully before buying this plugin. The support team seems friendly before the purchase, but once you have problems or ask for a refund, the experience becomes very frustrating.

    Please just process the refund instead of wasting customers’ time.

    There are much better plugins available on the market. Save yourself the stress and avoid the Whols plugin!!

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Contributor Yeasin Hossain

    (@yeasinrony)

    2 days, 3 hours ago

    Hi Arman,

    Thank you for taking the time to share your feedback. We’d like to address the points you raised and clarify a few important facts for anyone reading this review.

    This review is for the free version of WHOLS — your purchase and support was for WHOLS Pro.

    Regarding the issues raised in your support ticket:

    • Quick view price visibility — This was identified, fixed, and confirmed resolved during our support session.
    • Username field labeled as “Phone Number” — Changing a field’s label does not change the underlying field type or the database column it writes to. This is standard WordPress/WooCommerce behavior, not a plugin bug. We explained this clearly in our ticket responses. To collect a phone
      number as a separate field, a new custom field must be created — which is fully supported in the Pro Version of WHOLS.
    • Registration email notifications — We investigated your live site directly and confirmed the registration form was functioning correctly.
    • State/City field (#7) — This is the State field. If the selected country has no configured states, the field will not display — this is expected WooCommerce behavior.

    Regarding the refund request:
    This is the free version of WHOLS plugin — refund requests are not applicable here. Our refund policy applies to the Pro version and is handled through our support portal. As the plugin was functioning correctly for all reported issues, eligibility is assessed on that basis. Please continue the conversation through our support ticket.

    We invest heavily in support and take every ticket seriously. We’re sorry this experience didn’t meet your expectations, but the issues described do not reflect a defect in the plugin, and this review — posted against a different (free) product — does not accurately represent the situation.

    We remain open to helping you if you’d like to continue working through any remaining setup questions.

    Best regards,
    Yeasin

    Thread Starter arman86

    (@arman86)

    23 hours, 4 minutes ago

    I am very disappointed with both the plugin and the way this situation has been handled. It feels like your team keeps making excuses and delaying the refund instead of solving the problems.

    The plugin is not easy to use and has many issues. Every day we find new bugs and problems. We do not want to waste time building our customer base on a plugin that does not work properly all the time.

    Here are the main problems:

    1. On mobile devices, the country dropdown does not work correctly. Also, the register page layout feel old and outdated.
    2. The standard “username” field cannot be removed. Even if you change it to a company name or phone number, the information still has to be copied manually again into the correct WooCommerce customer fields. With 300–400 customers, this creates a lot of unnecessary work and wasted time.
    3. Customer email notifications are unreliable. Your team tested with one email address, but I tested with 15 different email addresses, and only 9 emails were received successfully.
    4. For unknown reasons, the plugin has now been deactivated and can no longer be updated. In the settings, there is no option to enter a product key or reactivate the Pro version. The only solution seems to be deleting the plugin and reinstalling the Pro version again, which could remove all custom fields and settings. This is a serious problem and creates even more unnecessary work.

    Also, you should be happy that I found issues like the “hidden price not working in quick preview mode” problem, because these bugs help you improve the plugin for other users as well.

    I am tired of dealing with daily problems from a plugin that is supposed to make work easier, not harder.

    Once again, please process my refund. I am not happy with the product, and every time I ask about the refund, the “billing team” needs more time. This delay is becoming ridiculous.

Viewing 2 replies - 1 through 2 (of 2 total)

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