Hello,
If you still want discussing this case, please refer to Liam's offer (from 06/07) in your initial ticket.
Thank you.
Best regards,
Joe Navarro
Customer Care Department
Template-Help.com
TemplateMonster.com
- Report: #1159113
Complaint Review: Template Monster - Internet
-
Author Not Confirmed
Why?
Template Monster
Internet, USA
Phone:
1-518-312-4162
Web:
http://www.templatemonster.com/
Categories:
Business Rating:
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Template Monster Complete rip-off, would not install, no support provided New York Internet
I bought the software based on the company's 100% satisfaction guaranteed promise. I paid then downloaded the license software. It would not install so I contacted support through chat. They said it looked like it installed correctly but acknowledged the error message. They asked for the ftp details so they could investigate further and this was provided. We then never heard anything back from them. Due to schedule pressure, we had to use another template and asked for our money back. They refused and continue to do so. They are a complete and absolute rip-off and should be shut down.
3 Updates & Rebuttals
Joe Navarro
New York,Rebuttal #2
#2UPDATE Employee ..inside information
Tue, August 12, 2014
ahawtin
Nepean,Alabama,
Update
#3Author of original report
Tue, July 15, 2014
I absolutely agree that it took 12 hours to get back to you with the ftp account information. This was simply because I need to reach the tech that establishes our ftp accounts. I also agree that by then I was running out of time and as the customer wanted the site up asap. One reason we went with a template was to cut down the time required to get the first site up and running. This sure wasn't the case! But what we did was much smarter as it turned out.
We used a free template that we found on the Wordpress site and customized it. We were therefore able to get the site up and running quickly. And the template provider is the author. So very responsive, knows the template first hand. This is very important and why I would not recommend developers to use portals such as Template Monster. You really want to deal with the author as opposed to an intermediary. I have learned my lesson.
Joe Navarro
New York,Rebuttal
#4UPDATE Employee ..inside information
Mon, July 14, 2014
Hello,
My name is Joe Navarro, I'm the Customer Care Manager for TemplateMonster.com. I have analyzed this case and see you contacted us the 1st time on 06/04 via the live chat. As a result the Operator created a ticket for our techs. They requested the FTP access right away. You replied with them in 12 hrs. Then in 3 hrs you joined our live chat again and requested a refund due to a long resolution, although it wasn't 24 hrs yet (which is our usual response time).
After that the issue was escalated to our Senior Customer Care Manager Liam Tornhill. He offered you several options in this situation. If you are still interested, please get back to him via the initial ticket #JDO-853-87446.
Thanks for your attention and please accept our apologies for any possible inconvenience caused.
Best regards,
Joe Navarro
Customer Care Department
Template-Help.com
TemplateMonster.com
