Hey @bitforgood
You’re a bit outside of our normal refund policy, but you definitely reached out to support while still within it, so I am happy to extend a refund if it comes to that. We take our customers’ experience very seriously, and honestly a little personally when you say things like “terrible support.”
I did find your recent back-and-forth with our support team and I’m happy to weigh in there as well. Our number one priority is your success with online donations, and while there seem to be a few barriers right now (most notably from your recent tickets seems to be that we are having trouble replicating the exact problem you are having with the Currency Switcher add-on not playing nicely with the Zapier add-on, but there are other issues related to the Salesforce add-on as well).
I want to get to the bottom of those issues for sure. I believe that we can.
One thing I did want to mention just so we’re all on the same page: You’re using the one theme that we go out of our way to not recommend, to the point that we even wrote an entire documentation article explaining why not to use it. That’s not necessarily the cause of your issues here, but it very well could be contributing to problems. That theme is rife with issues that the theme authors don’t seem willing to resolve, because it’s selling so well.
I’d love to earn back the missing stars from your review here, and will definitely be reaching out (in just a few minutes) on the support tickets in question.
Hey Tim,
Following up here (a few days, several back-and-forths on your priority ticket including some videos helping to isolate the problem, and lots of personal attention later) to just publicly say this appears to mostly be an issue with the Alone theme by Bearsthemes. As I said in my reply on your ticket: we’ve tried for years to get the folks over at Bearsthemes to answer our calls to help our mutual customers, but they just don’t seem interested in doing that. We even wrote a public blog post calling them out, to which they never replied.
The offer stands to get you moved over to the KadenceWP theme, where I can guarantee that you will not have the issues you are having with Alone.
