Review: WooThemes Extension & Support

Recently, I was looking for ways to sell books and ebooks on a website. When looking at ways to set this up I discovered a WordPress plugin called Woocommerce and decided to install it. However, whilst the plugin is free, it didn’t allow for purchases by weight. So, I went to WooThemes (the developer of Woocommerce) to see if they had anything to solve the problem and found an extension (Australia Post Shipping Method) which, when installed, uses Australia Post API to fetch up-to-date shipping prices. The extension was not free. It cost me $49.00, which I was happy to pay.

But…

It didn’t work!

It would fetch the correct prices if the order contained one paperback book, but would not adjust the shipping fee if multiple of the same book were purchased – 2 books or 200 books; the shipping fee remained the same as it would have been for one book. Also, if a paperback and an ebook were added to the cart, then an error message would be returned instead of a shipping fee for the paperback book.

Naturally, this was not correct. I returned to WooThemes and submitted a support ticket. I’m not a demanding person and I know these things take time, so I was prepared to wait for the help I needed. Besides, there was no urgency.

A week later I received an email confirming that there seemed to be a problem and the issue would be forwarded to one of their developers to have a look at. Two days later another email turned up saying it would be checked to determine if a fix was needed. I continued to wait patiently.

Another week passed and I returned to WooThemes as I hadn’t heard anything and was getting a bit concerned. When I logged into the account and checked on the progress of the support ticket, I discovered it had been closed, but I hadn’t actually received any help.

My patience ran out at this stage. No help had been offered. The extension doesn’t work. It is useless to me. I have paid for the extension and expect more from them than that.

I sent another email. This time I was more demanding. This time I said that if I wasn’t going to receive the help I required to get the extension working properly then I wanted a refund. No response has come back to me in over 8 days. They were happy to take my money, but not so happy to help me get the thing working. I am not happy with their extension or their support.

I do not recommend anyone purchase anything from WooThemes. It doesn’t ‘just work’. And the support is non-existent.

I have since found a free plugin called AWD Weight/Country Shipping, which is simple to use and works like a charm. I wish I’d found it BEFORE throwing $49.00 down the toilet.

Edited on 1 November 2012: Just wanted to say that I didn’t actually ask for a refund, I requested a credit towards another extension called Table Rate Shipping, which reportedly worked out the shipping fee using the total weight in the cart at the time. I have no idea if this extension would have worked or not, but the extension costs $99.00. As I was willing to fork out another $50 it shows I was serious and sincere, in my opinion. However, still no reply and at this stage I wouldn’t spend another cent with them because I simply don’t trust them now.

Edited again on 15 November 2012: Still no reply. I guess that tell me everything we all need to know. Support doesn’t exist over at WooThemes, so be wary of purchasing anything.

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4 thoughts on “Review: WooThemes Extension & Support

    • Well, I’m very disappointed in them as they still haven’t gotten back to me. That tells me they don’t care about customer service in the slightest.

  1. No, I believe a purchasing customer should be provided with excellent service–especially when that person has purchased something that doesn’t work. I got nothing from them; no help, no apology, no refund–nothing! They are totally off my trust list and no recommendations will be coming from me.

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