Support » Theme: Astra » They don’t support their products

  • I’d beware of Astra based on my experience with them. They claim their themes are Gutenberg ready but they aren’t. There are quite a few things that don’t match up between editor and frontend (content width, heading colors, font variants), and ultimately it makes the theme not able to be used because you never know what you are going to get on the frontend when you edit in Gutenberg.

    The worst part is they don’t support their products. I put in a ticket with them 7 days ago and still have yet to get a single response or fix. That’s not the kind of company I want to do business with honestly. Fortunately I don’t have a live site using their theme yet but if I did, I’d be furious.

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  • Hello,

    I am sorry to hear about your experience!

    However, Astra is compatible with Gutenberg and you should be able to use it without any issues. Could you please make sure you are using the latest version of the theme?

    Regarding support, we do offer dedicated support for all our products and believe in helping users make the most out of them. At present, there is no unanswered ticket in our portal. So, I am not really sure which one is yours.

    Could you please share your ticket ID, so that I can look into the matter and help you asap? You should have received a ticket ID in the acknowledgement email sent to you after the ticket has been opened.

    Looking forward to hear from you and help you asap.

    Thread Starter chenz2

    (@chenz2)

    I appreciate the reply here. However, what you say isn’t the case. The theme isn’t fully compatible in the most important way possible: the frontend doesn’t match gutenberg. On yours, there are 3 important ways it doesn’t. It’s OKAY that it isn’t fully but you should let people know that ahead of time or at least answer support emails instead of ignoring them. I even wrote 3 followup emails over the week, all ignored.

    You can see, I got one message from you when I wrote and that was the last I heard from anyone: https://www.screencast.com/t/6QgImM0L

    Trust me, I’d appreciate the help but my rating reflects the help I have received so far during my only time writing to you guys once I bought the product.

    Thank you

    Hello @chenz2

    We are sorry for the unfortunate experience that you’ve had with our support!

    We take support quite seriously and make sure that users are answered within 24 hours on working days. This delay is counted because we are based in India, a different timezone than yours. However, we do strive to respond faster.

    We needed to actually look into the things that you’ve reported so that we can get back to you with a solution. This can be counted as a reason for the delay. However, I see that Nikhil from our team has responded to your ticket a few days back and has explained what we found out and the future plan we have with respect to the compatibility with Gutenberg.

    Gutenberg is recently released, and we’ve been working on it since long. We have worked to be among the first one’s to present a Gutenberg compatible theme. We completely agree that there are chances of improvement and we are continuously working on them. A closer look into our changelog will help you know that we are listening and are working on all the issues that we find and even the ones reported by our users.

    We will definitely take your point into consideration, see how things work and release an update if necessary.

    Please feel free to respond to your ticket in case you have anything else to share with us. 🙂

Viewing 3 replies - 1 through 3 (of 3 total)
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