Slow and Unreliable Support for Paying Customers

  • Markman1

    (@markman1)


    4 months ago

    I am a paying subscriber to WooCommerce Product Filter Pro, and my experience with WBW/WPFactory support has been disappointing. While the plugin itself has useful features, the support process is consistently slow—often taking more than a week or two before I receive any kind of response.

    Most recently, I raised an issue that directly impacted my store’s functionality. It took over two weeks to get a reply, and even then the communication was vague and left me uncertain about when (or if) the matter would be resolved. For an e‑commerce business, timely support is critical, and these delays undermine confidence in the product.

    I expect better responsiveness for paying customers. Unless support improves, this will weigh heavily on my future decisions and recommendations.

    • This topic was modified 4 months ago by Markman1. Reason: remove html code
Viewing 4 replies - 1 through 4 (of 4 total)
  • Taha

    (@tahaamin)

    4 months ago

    Dear @markman1,

    We are truly sorry to hear about your experience and apologize for any inconvenience this may have caused. Your feedback is extremely important to us, and we are committed to improving our service.

    We hope that your experience with us will be much better moving forward. We also hope that your issue has been resolved; if it is still ongoing, please don’t hesitate to contact us and let us know the details. We will be more than happy to assist you immediately.

    Once again, we sincerely apologize for any delay or confusion that may have occurred unintentionally. Thank you for your patience and understanding.

    Best regards,

    Thread Starter Markman1

    (@markman1)

    3 months, 3 weeks ago

    More of the saga,

    A week ago they responded saying
    I have escalated this matter to our development team for a direct review. They are currently implementing the requested design changes directly into your setup, and we will update you as soon as the adjustments are complete.

    Do you think they lost my email address?

    Taha

    (@tahaamin)

    3 months, 3 weeks ago

    Dear @markman1,

    Thank you for the follow-up, and we truly understand your concern — we apologize for the continued delay.

    To help us properly track and follow up on your case, could you please provide the email address you used to contact support?
    Alternatively, you may resend your email or open a new support ticket and reference this thread, so we can locate your request and ensure it reaches the development team without any further delay.

    We appreciate your patience and assure you that we’ll do our best to follow up on this matter promptly once we have the correct details.

    Best regards,

    Plugin Support tahawbw

    (@tahawbw)

    3 months, 3 weeks ago

    Hello @markman1,
    I apologize for any inconvenience you may have experienced. It is possible that an issue prevented you from receiving our response, or there may be a matter with your email delivery.
     
    Please check this screenshot. As you can see, our developer had already replied to you on Tuesday at 19:13.
     
    Could you please confirm whether you received any email from us containing the mentioned solution?
    Thank you for your cooperation.
     

Viewing 4 replies - 1 through 4 (of 4 total)

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