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contrastblack Envato team says

@familychoice: While I do appreciate your time to write the previous reply, it seems to me you might have missed several essential points within my own. Please take a moment and read it as a whole, not as isolated bits that fit to your perspective on the matter, as you’ve effectively left out the answers to your follow-up reply.

As I said, errors can happen, and it might very well be that your comments in particular did not fall under any of the “example” reasons for removal. Also, as I said, the promises and discussions you’ve had previously with the Author on any channel of your choice, are not something we can verify, unlike the item description. If the item differs from that, and you have proof to that extent, only Support can assist you further, and in turn, clarify the matter with the Author.

Right now, I have done my best to attempt clarifying several aspects which based on the context presented here were missing, but other than asking for that ticket number, which I already did, I can only repeat what was said :)

That being said, I will have a look through the item comments you mentioned. As a side note though, I wonder, what would be your course of action if an author decides to remove an item you had previously purchased, without prior notice? How is the current scenario any different, provided the removal of said functionality equates in an unusable item for you? I’m only trying to understand where your vehement perception of “censorship” is coming from, albeit a clear explanation that those comments might have been removed by error, together with the obvious solution to the actual problem that sparked the comments in the first place.

Thank you for your patience in this.

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justinfrench Envato team says

There is NO clearly defined immediate route within item to contact support, report item, etc.

Yep, this needs work. We recently added the item support tab, which is the start of trying to improve and clarify. There’s instructions for contacting the author via their preferred means, and then instructions on contacting Envato.

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familychoice says

I have a suggestion for you, if you think comments section is not useful, only buy those items which have all 4/5 ratings.

But I’ve been told by authors in other threads that what I should be doing is checking the comments section to see how authors are supporting their products and dealing with feedback when making a decision on buying products. I’ve also seen countless threads on here started by authors complaining about the ratings system and how it’s not always reliable.


For cases like this, contact support, be patient, and if the issue is in fact an issue, the author will be asked to fix it. It’s a much more effective solution than a comment ever would be.

As I’ve said previously in this thread, the author was using the comments section for support, and answering queries relating to bugs and promoting new, upcoming features. The most appropriate method of correspondence in this instance was to respond to the authors own comments in that section. My, and others, responses were removed, but the authors left in place. This is why I raised a support ticket, to ask why my comments had been removed.


@familychoice: While I do appreciate your time to write the previous reply, it seems to me you might have missed several essential points within my own. Please take a moment and read it as a whole, not as isolated bits that fit to your perspective on the matter, as you’ve effectively left out the answers to your follow-up reply.

What have I missed out, apart from my support ticket number (Ticket ID: YIB-531-94420)?


As I said, errors can happen, and it might very well be that your comments in particular did not fall under any of the “example” reasons for removal. Also, as I said, the promises and discussions you’ve had previously with the Author on any channel of your choice, are not something we can verify.

As I said, you can view all the comments and discussions we’ve had in the comments section, I can’t remove or edit them so apart from the comments you’ve removed yourselves the whole history is there for you to verify.


As a side note though, I wonder, what would be your course of action if an author decides to remove an item you had previously purchased, without prior notice? How is the current scenario any different, provided the removal of said functionality equates in an unusable item for you?

If an author completely removes an item, as has already happened with a $60 shopping cart theme we purchased, I doubt there’s a lot we can do about it. However if an author is promoting a product with features and functionality that are going to be removed, or aren’t working correctly, then I would query this with the author on the comments page or support forum if he has one.


I’m only trying to understand where your vehement perception of “censorship” is coming from, albeit a clear explanation that those comments might have been removed by error, together with the obvious solution to the actual problem that sparked the comments in the first place.

Censorship is removing customer comments that don’t fall within your remit of being ‘positive’ yet are in no way offensive or defamatory. By pruning product comment sections you are giving a false impression of that product and potentially misleading customers. I’ve noticed other customers in the case I’ve mentioned having their comments flagged and then removed, it does make me wonder how many others are suffering in silence.

Comment sections are the best way on here to judge how a product is performing, and reading through purchaser feedback is essential. If ‘negative’ comments are being removed then customers can no longer trust this section to provide an unbiased overview of a products reliability and performance.

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doru says

we are already at the third page of this thread.

while I can relate with everything you say I can’t take a side if I don’t read the original comment.

anyway me seeing that comment is not important now

this are the steps I would do if I would be you.

contact support, ask them for refund, note to them that item need to work as advertised at the moment of purchase.

If the author listed a certain feature in the item page and that feature don’t work or is not included, per marketplace rules you are entitled to a refund.

Items should be priced and described correctly, I can safely say that “buy now and in 6 months we will fix this or we will add that” is not allowed. If authors do this, let support know so they deal with them. I think staff have enough sense to understand buyers trust in the marketplace is essential.

Again can’t take sides. but if the truth is on your side then vote with the wallet, the only thing that matters in the end. Ask for money back, else, an unfair behavior won and probably will be used again in the future against other buyers causing damage to anyone.

We are many authors here and statistically, like in any group, there are certain type of people who behave inappropriately.

Trust is hard to build and it takes just a few people to destroy what hundreds worked hard to build. Is not fair but is how the world works.

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pjtops says

We are many authors here and statistically, like in any group, there are certain type of people who behave inappropriately.

Exactly! Same goes for buyers. Envato staff have an obligation to protect both the buyers and authors from the “bad elements”, and I believe they are doing their best.

@familychoice, I haven’t read any of the comments from the thread you are talking about, but just from your comments here, you are coming off as very aggressive and pushy. 3 staff members so far have posted what I think are very reasonable and helpful responses, and you’re not taking any of it. What exactly do you want? Are you saying Envato should just leave people post anything they want on an authors product page without giving them any control whatsoever about whats posted there? Would you allow that to happen in your own business website?

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VF says

After recently purchasing and installing a plugin, ...

You pointed the item was missing something obvious. In such case the ideal way is reporting it to support for refund and move on to purchase similar item with some more research. Working through comment section is not a guaranteed way to solve things. Sitting with an anonymous author and expecting updates to fulfill the deficiencies are criminal waste of time and risky for your deadlines.

This is where you need to weigh the item prices and your project’s/clients importance. Of cource refund takes few days of waiting (assuming your claims about deficiency are right) but you can purchase an alternative item right-away. It is all about how much effort we put before buying – here or anywhere. I am not talking here as an author but as a buyer.

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familychoice says

Again can’t take sides. but if the truth is on your side then vote with the wallet, the only thing that matters in the end. Ask for money back, else, an unfair behavior won and probably will be used again in the future against other buyers causing damage to anyone.

I’m not asking for a refund, I want Envato to stop removing critical customer responses from the comments section. If they continue to do this, we can’t buy anything from here and new customers won’t be aware of the issues with this product.


I haven’t read any of the comments from the thread you are talking about, but just from your comments here, you are coming off as very aggressive and pushy.

I’m not ‘aggressive’ – persistent maybe, I’m one of those old fashioned types that doesn’t take unfair treatment sitting down. As for ‘pushy’? I’m being ‘pushy’ in complaining that my comments were removed for it seems, no real reason whatsoever? I’m unhappy that I’ve spent a lot of time and effort into building a site around a plugin that is missing essential functionality, which was promised by the author on several occasions and has not been fixed and is now going to be removed. That makes me ‘pushy’ does it? I stand to lose several thousand pounds worth of work, I’m not ‘pushy’, I’m fed up with yet another dud purchase on here.


What exactly do you want? Are you saying Envato should just leave people post anything they want on an authors product page without giving them any control whatsoever about whats posted there?

You state you haven’t read the original comments section I’m complaining about, and it seems you haven’t read this thread properly either. Nowhere have I stated customers can post anything they want, but they should be free to provide feedback on real issues with a product as a warning to other potential customers, without fear of having their comments censored.


you can purchase an alternative item right-away. It is all about how much effort we put before buying – here or anywhere. I am not talking here as an author but as a buyer.

If it was a simple case of replacing the plugin with another then I would definitely ask for a refund, but there isn’t an alternative product on here, and the products unique set-up means if I drop it I’ll have wasted three weeks of work setting up a site around it. I’ve got no option but to accept the limitations and use other commercial plugins to try and fill the gaps. My reason for posting this thread are as a complaint for my feedback on the product being removed as other potential customers could find themselves in the same situation. And if my comments had been left in place, it might persuade the author to actually address the issues with his product.

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RedwoodSoftware says

I have seen your posts always around the same topics, i really do feel you are making poor choices and blaming other for you own short comings.

I have bought just shy of 300 item across all the market places and had not problems. i test each item out as much as possible and check the comment before buying and if needed contact the author about any worries i have. you have bought less than 50 items and i have seen multiple threads from you about things not working.

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Dream-Theme says

@VF + 1
@familychoice -1

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familychoice says

I have seen your posts always around the same topics, i really do feel you are making poor choices and blaming other for you own short comings.

Thank you for your supportive words.


I have bought just shy of 300 item across all the market places and had not problems. i test each item out as much as possible and check the comment before buying and if needed contact the author about any worries i have.

I don’t have an answer as to why our experience has been different to yours as I don’t know what type of products you purchase or what you use them for. Generally we buy items that have a lot of features and require good levels of support, maybe that’s part of it.

But it’s impossible to test out most of the items we buy before purchase as most of the functionality and admin isn’t accessible in the demos, and you only learn of an items shortcomings once it’s been purchased and installed.

In this instance we reported the issues to the developer and he promised, on several occasions not to just fix the issues, but to add new features that would improve the functionality of his plugin. If he hadn’t done so then we would have sought a refund and not wasted so much time on his product.

And we always check the comments section before buying but, and this is the whole reason for starting this thread, if customer issues have been removed from the comments section then this area of research is useless. Maybe this is why we’re making so many ‘bad’ purchases.

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