163 posts
  • Has referred 10+ members
  • Has sold $10,000+ on Envato Market
  • Has been a beta tester for an Envato feature
  • Has collected 50+ items on Envato Market
+5 more
wpthemers says

You know what though Ben Shepherd, there is some wisdom in what you say. Consider some homework done with this thread – I will make a note not to purchase from authors who have a couldn’t care less attitude towards potential customers and not buy their products… like yours :-)

The kind of support that Ben provides for his buyers is exemplary. Support is not mandatory. Some authors choose not to provide it. Just make sure to check the comment section before buying a product.

736 posts
  • Has been part of the Envato Community for over 2 years
  • Has referred 1+ members
  • Has sold $10,000+ on Envato Market
  • Has been a beta tester for an Envato feature
+2 more
Typps says

@daihlo, Please don’t take your frustration out on Ben, he was only voicing his opinion in a public forum. There is no need to threaten or intimidate an author because he has an opinion. Stick to the problem at hand instead.

That said, you need to contact support. If there is something wrong with the theme, it will be dealt with. Apparently, whatever you claim to not be working is not really a problem with the product. This is not even the first forum post you’ve started with the same claim, that you purchased a broken theme. I don’t want to seem rude, but your seeming like a very difficult client and quite frankly, it’s getting annoying.

If you are not capable of getting the theme to work the way you want it, considering that there is no problem with the theme ( otherwise Envato would have done something about it), I suggest you hire or talk to someone code savy enough, that is capable of helping you.

I have no idea what the theme is, but saying there are others like you complaining in the comments section with the same issues you’ve faced doesn’t really help at all. For all we know, the theme is just fine because the remaining 80% – 90% don’t have a problem at all and as you said, people are just flocking to buy the theme. These are people who are quite capable of reading the same negative comments you’ve read prior to purchase.

I feel everybody should support their themes even though this is not obligatory. I also know that Envato has some very strict rules for authors to follow and what you say simply does not make any sense at all, so you’ll have to forgive me if I’m going to read your rant with a grain of salt :P

That said, I agree that an additional forums section, only visible to paying clients would be nice, with enough moderation tools available to the author.

44 posts
  • Has been part of the Envato Community for over 3 years
  • Has collected 10+ items on Envato Market
daihlo says

Sorry but you are wrong in posting this. First off – I did not ‘threaten’ Ben Shepherd in any way at all! He made an off the cuff comment about me being out of order requesting a theme to work as advertised. Nothing wrong with that.

Secondly, you are right that you do not know which theme I am talking about so cannot ‘judge’ me as an awkward customer not knowing the issues at hand. I would post the theme name so people can check it for themselves, but am not allowed to. I am not the only person complaining about this theme, there are dozens and dozens of others…

Third – Saying ‘if you contact customer support and if there is a problem with the theme it will be dealt with’ SHOULD be correct. Unfortunately in this case it is not. The Author provides a ticket system that does not allow tickets to be submitted. There are pages, and pages and pages of complaints about this dating back months on the comments section. He posts regularly saying to people that it works, people reply back ’ no it doesn’t’ to which they get no response. He has even told me to email him (which I have done) and said if I did this he would respond. He doesnt respond to emails.

My frustrations are born from genuine neglect by and author to provide a product that works as advertised, and a support tickets system ‘offered’ that simply does nothing.

So, before accusing me of being an ‘awkward customer’, think a little about what you are saying. I am a paying customer, who has bought many themes on TF for a long time and has not complained about others. I have also helped others who have bought this theme to get theirs working. I would think that is a positive contribution to the TF community…

It does annoy me though, when an author is allowed to do this for so long, with so many people complaining about it and nothing is done about it. TF are aware of it as support tickets and forum threads have been started but nothing is done still.

All I am asking for here is the possibility to have a forum for buying customers to offer support to each other about specific themes as there is no easy option provided for that! There are many buyers on this theme in particular who still need help to get their working. I am looking to offer that help! NOT to start a complaint forum… the very first post in this thread stated this.


@daihlo, Please don’t take your frustration out on Ben, he was only voicing his opinion in a public forum. There is no need to threaten or intimidate an author because he has an opinion. Stick to the problem at hand instead.

That said, you need to contact support. If there is something wrong with the theme, it will be dealt with. Apparently, whatever you claim to not be working is not really a problem with the product. This is not even the first forum post you’ve started with the same claim, that you purchased a broken theme. I don’t want to seem rude, but your seeming like a very difficult client and quite frankly, it’s getting annoying.

If you are not capable of getting the theme to work the way you want it, considering that there is no problem with the theme ( otherwise Envato would have done something about it), I suggest you hire or talk to someone code savy enough, that is capable of helping you.

I have no idea what the theme is, but saying there are others like you complaining in the comments section with the same issues you’ve faced doesn’t really help at all. For all we know, the theme is just fine because the remaining 80% – 90% don’t have a problem at all and as you said, people are just flocking to buy the theme. These are people who are quite capable of reading the same negative comments you’ve read prior to purchase.

I feel everybody should support their themes even though this is not obligatory. I also know that Envato has some very strict rules for authors to follow and what you say simply does not make any sense at all, so you’ll have to forgive me if I’m going to read your rant with a grain of salt :P

That said, I agree that an additional forums section, only visible to paying clients would be nice, with enough moderation tools available to the author.
1373 posts
  • Has been part of the Envato Community for over 3 years
  • Has referred 200+ members
  • Has sold $125,000+ on Envato Market
  • Has been a beta tester for an Envato feature
+8 more
Pricop says

Indeed a product should work as advertised. Sometimes it might happen for WordPress to get an update that might break a functionality or something, but that’s the Author responsibility to update the theme if indeed is broken. However I know for a fact that there are tons of buyers with tons of plugins installed on a WordPress installation that might interfere with the theme. I’m not a TF author, but I do have a lot of friends that are, and they always complained about useless support requests from customers for all kind of reasons when was not the case.

Also the support on some authors (including me) is optional (In 99,99% of the cases I offer support and sometimes even do small changes for free), the best thing is to check the Author’s history before purchasing a product.

My question is, did you contacted Envato Support? If so, what was their reply? I highly doubt they will let a theme that have malfunctions available for download on the marketplace.

395 posts
  • Sells items exclusively on Envato Market
  • Has collected 100+ items on Envato Market
  • Has referred 1+ members
  • Helped protect Envato Market against copyright violations
+2 more
-bianca- says

Sorry but you are wrong in posting this. First off – I did not ‘threaten’ Ben Shepherd in any way at all! He made an off the cuff comment about me being out of order requesting a theme to work as advertised. Nothing wrong with that.

Secondly, you are right that you do not know which theme I am talking about so cannot ‘judge’ me as an awkward customer not knowing the issues at hand. I would post the theme name so people can check it for themselves, but am not allowed to. I am not the only person complaining about this theme, there are dozens and dozens of others…

Third – Saying ‘if you contact customer support and if there is a problem with the theme it will be dealt with’ SHOULD be correct. Unfortunately in this case it is not. The Author provides a ticket system that does not allow tickets to be submitted. There are pages, and pages and pages of complaints about this dating back months on the comments section. He posts regularly saying to people that it works, people reply back ’ no it doesn’t’ to which they get no response. He has even told me to email him (which I have done) and said if I did this he would respond. He doesnt respond to emails.

My frustrations are born from genuine neglect by and author to provide a product that works as advertised, and a support tickets system ‘offered’ that simply does nothing.

So, before accusing me of being an ‘awkward customer’, think a little about what you are saying. I am a paying customer, who has bought many themes on TF for a long time and has not complained about others. I have also helped others who have bought this theme to get theirs working. I would think that is a positive contribution to the TF community…

It does annoy me though, when an author is allowed to do this for so long, with so many people complaining about it and nothing is done about it. TF are aware of it as support tickets and forum threads have been started but nothing is done still.

All I am asking for here is the possibility to have a forum for buying customers to offer support to each other about specific themes as there is no easy option provided for that! There are many buyers on this theme in particular who still need help to get their working. I am looking to offer that help! NOT to start a complaint forum… the very first post in this thread stated this.


@daihlo, Please don’t take your frustration out on Ben, he was only voicing his opinion in a public forum. There is no need to threaten or intimidate an author because he has an opinion. Stick to the problem at hand instead.

That said, you need to contact support. If there is something wrong with the theme, it will be dealt with. Apparently, whatever you claim to not be working is not really a problem with the product. This is not even the first forum post you’ve started with the same claim, that you purchased a broken theme. I don’t want to seem rude, but your seeming like a very difficult client and quite frankly, it’s getting annoying.

If you are not capable of getting the theme to work the way you want it, considering that there is no problem with the theme ( otherwise Envato would have done something about it), I suggest you hire or talk to someone code savy enough, that is capable of helping you.

I have no idea what the theme is, but saying there are others like you complaining in the comments section with the same issues you’ve faced doesn’t really help at all. For all we know, the theme is just fine because the remaining 80% – 90% don’t have a problem at all and as you said, people are just flocking to buy the theme. These are people who are quite capable of reading the same negative comments you’ve read prior to purchase.

I feel everybody should support their themes even though this is not obligatory. I also know that Envato has some very strict rules for authors to follow and what you say simply does not make any sense at all, so you’ll have to forgive me if I’m going to read your rant with a grain of salt :P

That said, I agree that an additional forums section, only visible to paying clients would be nice, with enough moderation tools available to the author.

Maybe it’s wise to keep those topics/threads seperated. My advice to you daihlo; about your experience refer to the original thread. In defense of Daihlo and his remark on the theme in question: I was involved in that thread and was lucky to see the theme he speaks about as he put a link to it in the first comment (which was obviously removed because of forum rules) In oposite as you may expect dailho has a point in this specific case.. The comment section of that item is really flooding…and worst the author claims to give support only through support forum but disabled the login of that forum and leave all buyers emty handed.

Maybe from now on its wise to discuss the pro’s & cons of having an item support forum section :-)

Edit: and please calm down

323 posts
  • Has been part of the Envato Community for over 4 years
  • Has referred 1+ members
  • Has collected 10+ items on Envato Market
  • Sells items exclusively on Envato Market
familychoice says

1. People need to see that 40$ for the majority of the themes on here is a ridiculously low price for what you get

I’ve read comments in other threads by authors stating they can produce a theme in around a week, and I’m certainly able to do something reasonable within a couple of weeks myself. Even if it takes a month, with authors such as my latest provider generating $180,000 of sales in 5 months with only one major update inbetween, then I think it’s fair to say they have been fairly paid for their work – which should include full support during that period. It should also include regular updates – which is definitely not being provided in this particular instance, despite $36,000 of sales each month.


Maybe from now on its wise to discuss the pro’s & cons of having an item support forum section :-)

Definitely, and hopefully the ‘purchased’ tag will be required to join to keep the pirates out.

One of the issues with the current comment section is that it’s heavily moderated with the bias towards sellers. One theme I bought that was full of bugs and didn’t work as advertised (it even had the wrong stylesheet and template files from a different theme, so looked nothing like the demo), so I posted a range of queries, and then complaints on the comments section. TF removed my comments, but left the authors replies which out of context appeared completely justified.

I complained to TF and obtained a refund after they tested the theme themselves, but it was still on sale for several months after before eventually being removed, so a lot of people bought a broken product. Hopefully a buyers forum will help to highlight issues with bad authors, dodgy support and bug filled themes, and avoid potentially disastrous purchases.

TF is very seller centric, this needs to be addressed or customers will start getting very fed up and take their cash elsewhere.

2109 posts
  • Has referred 200+ members
  • Has sold $10,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Best moustache of Envato's Movember Australia contest
+12 more
DarkstarDesigns says


1. People need to see that 40$ for the majority of the themes on here is a ridiculously low price for what you get

I’ve read comments in other threads by authors stating they can produce a theme in around a week, and I’m certainly able to do something reasonable within a couple of weeks myself. Even if it takes a month, with authors such as my latest provider generating $180,000 of sales in 5 months with only one major update inbetween, then I think it’s fair to say they have been fairly paid for their work – which should include full support during that period. It should also include regular updates – which is definitely not being provided in this particular instance, despite $36,000 of sales each month.


Maybe from now on its wise to discuss the pro’s & cons of having an item support forum section :-)

Definitely, and hopefully the ‘purchased’ tag will be required to join to keep the pirates out.

One of the issues with the current comment section is that it’s heavily moderated with the bias towards sellers. One theme I bought that was full of bugs and didn’t work as advertised (it even had the wrong stylesheet and template files from a different theme, so looked nothing like the demo), so I posted a range of queries, and then complaints on the comments section. TF removed my comments, but left the authors replies which out of context appeared completely justified.

I complained to TF and obtained a refund after they tested the theme themselves, but it was still on sale for several months after before eventually being removed, so a lot of people bought a broken product. Hopefully a buyers forum will help to highlight issues with bad authors, dodgy support and bug filled themes, and avoid potentially disastrous purchases.

TF is very seller centric, this needs to be addressed or customers will start getting very fed up and take their cash elsewhere.

I would agree they had been well payed if all the buyers asked the question as one but supporting 4000 different people that have only give you $40-$55 (which you don’t receive all of) it would be easy to lose money as the money received verses the time spent supporting.

When i have questions about a theme i have bought i try to only ask small thing that i absolutely can find answers too, as i have only handed over a small amount of money. But i live in the UK where things are expensive so these cost are so cheap!

395 posts
  • Sells items exclusively on Envato Market
  • Has collected 100+ items on Envato Market
  • Has referred 1+ members
  • Helped protect Envato Market against copyright violations
+2 more
-bianca- says
I would agree they had been well payed if all the buyers asked the question as one but supporting 4000 different people that have only give you $40-$55 (which you don’t receive all of) it would be easy to lose money as the money received verses the time spent supporting. When i have questions about a theme i have bought i try to only ask small thing that i absolutely can find answers too, as i have only handed over a small amount of money. But i live in the UK where things are expensive so these cost are so cheap!
1. not all buyers ask questions
2. It’s the model of this market place (and yes some countries do benefit more of it I believe)
3. still not the subject of this thread actually…so my question

What are your thoughts on this self support section? What pros and what cons do you suggest :)
323 posts
  • Has been part of the Envato Community for over 4 years
  • Has referred 1+ members
  • Has collected 10+ items on Envato Market
  • Sells items exclusively on Envato Market
familychoice says

I would agree they had been well payed if all the buyers asked the question as one but supporting 4000 different people that have only give you $40-$55 (which you don’t receive all of) it would be easy to lose money as the money received verses the time spent supporting.

Unlikely they’ll be ‘losing money’ at $36,000 per month with only a single part-time support person employed, even after they’ve paid commission, but anyway they should be factoring support time into their business model. If they can’t afford to provide support then they shouldn’t be selling on Themeforest, regardless of their ‘optional’ support terms.


When i have questions about a theme i have bought i try to only ask small thing that i absolutely can find answers too

If authors don’t want to answer repeated queries, then they should add them to an FAQ page. Better still, make sure they’re covered in their documentation.

Back to the point of this thread though, a forum may actually take a bit of weight off the shoulders of authors as some customers (myself included) actively answer simple queries in the current comment section and may also do so in customer forums.

395 posts
  • Sells items exclusively on Envato Market
  • Has collected 100+ items on Envato Market
  • Has referred 1+ members
  • Helped protect Envato Market against copyright violations
+2 more
-bianca- says
Back to the point of this thread though, a forum may actually take a bit of weight off the shoulders of authors as some customers (myself included) actively answer simple queries in the current comment section and may also do so in customer forums.
+1
Authors will benefit as well.

Helpful Information

  • Please read our community guidelines. Self promotion and discussion of piracy is not allowed.
  • Open a support ticket if you would like specific help with your account, deposits or purchases.
  • Item Support by authors is optional and may vary. Please see the Support tab on each item page.

Most of all, enjoy your time here. Thank you for being a valued Envato community member.

Post Reply

Format your entry with some basic HTML. Read the Full Details, or here is a refresher:

<strong></strong> to make things bold
<em></em> to emphasize
<ul><li> or <ol><li> to make lists
<h3> or <h4> to make headings
<pre></pre> for code blocks
<code></code> for a few words of code
<a></a> for links
<img> to paste in an image (it'll need to be hosted somewhere else though)
<blockquote></blockquote> to quote somebody

:grin: :shocked: :cry: Complete List of Smiley Codes

by
by
by
by
by
by