Author response

Hi friend,

We checked your ticket and saw that we just reply to you in 22hrs. We don't want to take too long to respond to your request, because that's not our business style. Because we do not fully understand your request, we would like you to provide more details (image or sample site) and explain your request, but you did not answer our question correctly, so we cannot estimate or help you in the best way.

We just want to let you know that we never let our customer be alone in the process of setting up their store.

Our support rule is to understand the customer's requirements well because we need to change in the code, not simply the toggles in the theme settings.

And now we need you to check our most recent reply, then confirm so we can proceed to help you as quickly as possible.

We hope you can reconsider this review because it really affects our business.

Thank you so much.

Author response

Dear friend,

We are sorry for your current experiences.

We hope you will consider thoroughly before leaving a bad review for us since your review really affected our business and other customers. Instead of that hope you will give us a time to verify your issues.

We just want to let you know that we never let our customer be alone in the process of setting up their store. If the issue or bug comes from our theme and if we cannot fix them for you, we are willing to refund you.

Our team is verifying your issues. We will keep you updated asap via your ticket number.

Thank you so much.

Author response

Dear friend,

We sincerely apologize for giving you a bad experience with our service.

The reply is sent multiple replies that jumped to the newest day. Every time you send a new message in the same request, it is moved down and will likely take longer for us to get to it because our support system sorts requests by the most recent requester update.

Currently, we still do not have enough permission to check your request, hope you can reply to the ticket soon so we can check if the issue you are referring to is a bug or not.

We hope that this will be resolved and that you will reconsider your rating.

Thank you so much.

Author response

Hi Friend! We''re sorry to hear that you have had a negative experience with theme. We will do our best to support you.

Regarding the performance issue, there are several factors impact your online store speed, you should optimize from your store contents or consider about using apps. Basically, there is many things that can cause the score but the major factors that affect page load speed are the apps (The majority of apps downloaded via the Shopify add some JavaScript/CSS files to your store. They are running in the background, and make your site performance slower.) AND your contents especially image contents (it all depends on how many images and products you are displaying on page,the size of images and formats used..)

We have optimized our theme code and check carefully, we know this theme is a multiple layouts with many premium functions so the speed cannot compare to a single theme but we checked in detail by testers before releasing it on Theme Forest. Proof that our sample page is very fast: https://prnt.sc/htukBQJwy1G9 , oncept-theme.myshopify.com

Author response

Dear friend,

We sincerely apologize for giving you a bad experience with our service.

Our team is getting back to you via Email for the request about moving the logo to the center.

- In terms of theme bugs: please list all of the bugs you are having on 6.3 version then our team will check and will determine for you which is a bug and which is a setup error.

In addition, we had updated the Ella version to (6.4) which added New Skin, New Sections and some minor bugs fixing. You can experience it and we hope you'll enjoy it.

Thank you so much.

Author response

Hi Friend,

We have replied to you via your ticket. We hope it finds you well.

Besides, we would like to put our answer here to not make other customers misleading our theme:

- We accessed your site to check thoroughly. We think you are misunderstanding for the setup.

- We have duplicated a theme source from your current one: https://prnt.sc/4hHlvpf0b9UB. And implement copy file data from settings_data.json and file index.json (Home 14 - Automotive1) then paste them into your theme source => Everything works well without issue as you mentioned.

- Here is the video for your reference: https://we.tl/t-r8zWFZa2Qo

- Dear friend, we have a very detailed instruction in Ella user guide. If you have any problem when setting up your store, please don't hesitate to contact us to get our assistance. We are very happy to support you. Don't worry, we always stand by you anytime you need. 

If this is a misunderstanding in setup, we hope you could consider to re-rate us. 

Thank you. 

Author response

Hi thesassybird,

- Theme is built for even a newbie or a professional expert.
- Theme doesn't require coding skill to use.
- Theme provide lots of settings in editor so you can easily customize blocks, 36 sections in theme to create for your own style without paying for apps, custom service.
- For instgram app, we have documentation to help you but it seems like you forgot to read. Support team replied to you to help you resolve your case asap. Thank you so much.

Author response

Hi,

We would like to apologize for your bad experience with us.

Our response is a bit slow since your request is quite complicated to check. That's why we cannot get back to you earlier. Hope you understand us.

We have already responded to you via your ticket. Hope you can consider it and give us a chance to support you. Thank you

Author response

Hi,

We find your ticket just sent 4 hours ago and see you sent us some bugs. We wish you can wait for us to support you first to find out the reason before you leave us 1 star.

1/ We are happy when our customers can contact us and talk about the troubles they are facing so we can support them better!

2/ Let us explain your case here:

Because we don't know from which version you updated the theme to version 6.2.1, so we divide 2 problems below:

- Problem 1: Assume you update from Ella version less than 6.0 -> you DO NOT copy/paste code files from the old theme to the Ella 6.0 and up. We spent 1 year building Ella 6.0, everything is built from scratch so hope you can understand our difficulty and set up Ella for your store.

- Problem 2: Assume you update from Ella version 6.0 and up to version 6.2.1 -> you CAN NOT use "px" after the number.

Ex: 16px -> 16

In Ella 6.0 we have rewritten the code structure and no longer use the "px" character.

3/ Moreover, we have guided you in great detail in our documentation. You can review it here: https://halosoft.gitbook.io/ella-documentation/

Or to check more thoroughly, you can provide with your store URL and create a staff account for us. Then we will check and will show you the cause of this issue.

Author response

Hi ciihom,

- We are unable to find your email with your username, so we cannot check your email history and clarify what you said, but for the customer support, we mentioned in our theme profile and support service, the response time is also based on the nature of your requests, if it needs much of time for our team to check, we hope you can wait:

- About loading speed, we optimized our theme code for the loading, using lazy loading images.

There are several factors impact your online store speed, including the following:

Apps
Third-party libraries and services
Analytic libraries
Theme code
The number and size of images and videos

So please help us to optimize your product images, don't use many apps on your site which are not important.

Here is for your reference: https://help.shopify.com/en/manual/online-store/os/store-speed/improving-speed

Our technical team will get back to you ASAP to clarify with you, if they said it is fast it means they checked your website on Google speed or other test tool and provided you the evidences.

Author response

Hi,

So you explained many things and blamed that all mistakes are from us and our service that why you have to put a very negative review. But in your email you didn't explain like this.

We first asked for the admin access to help you with the change you want, if you are an employee and you are a coder, just simply say that and we can tell you the css. But instead of that, you went to leave a bad review. Because you didn't say that so our supporter didn't know you are a coder. She thought that customers need our help and telling them about code will not help them much. Is it a bad customer service? With you it is when someone doenn't do what you want.

We are available to support you and help you under our theme policy and you are our customer but please consider you review

Author response

Hi Ian, You contacted to us to request our support for technique requests. Our support team tried to explain to you that we need the access to your store to be able to check and help you. There are requests which need checking in code, backend or checking your setting to make sure you made it correctly or incorrectly and find out the reason. We don't know why you cannot let us help you, we are theme provider, we always make sure with security for all of our customers. Hope you can understand for this. Best Regards, HaloThemes Team

Author response

Hi Justin, We think it has misunderstanding from your side with our theme. Could you please let us support you more for your issue to figure out the issue and show you the reason? Our other customers never get this issue like your site so could you please let us support you for this to figure out? Our support team will contact you immediately and hope you can re-rate for us. Thank you so much, HaloThemes Team

Author response

Hi, Thank you for letting us know your reason for 1 star rate. However, we would like to show you the trust.

- The first email we received from you is for refund request which you told us our theme does not fit your requirements: http://prntscr.com/fbseob. Please notice at this point that in refund policy of Themeforest: https://themeforest.net/page/customer_refund_policy. There is no offer for refund if the item did not meet your expectations.

- After that, you told us that it is hard for you to edit. While we asked you to explain more what sections with our theme which caused difficulty for you to edit. You didn't answer or let us have a chance to help you understand more with our theme. We don't know that our theme is hard for you to edit or you do not have sufficient expertise to use our theme or Shopify platform. We provide very detailed User Guide in theme package. We are not sure you had a look at our User Guide or not yet.

We hope that you can submit a support ticket to us to support you best with our theme and build your site to be perfectly like our other customers. Hope you can re-rate for us.

Thank you,
HaloThemes Team

Author response

Hi, Thank you for contacting us. Could you please see our replies about all your states below:

1. Theme is not updated to the new Shopiy layout with "General" and "Sections"

=> We are updating The SECTION for our theme and we will release very soon and there is no where in our theme which refer that our theme has this update. You can read more at our theme description before purchasing our theme.

2. The overall language is not what I would like to use on my store and if you are not a programmer, it is both time-consuming to be editing or asking their support to log in and edit your store.

=> We have instruction very detailed for Language and for how to translate and using other languages with our theme. We hope that you can make sure you refer exactly our User Guide and point us what instruction is not clear or cause you the confusion or difficulties.

3. Support may be great however, as I said previously, you get what you pay for. For instance, if you want to include additional currencies to the theme, this comes at an extra charge of $40. If you want to amend the flow of the buying process i.e. sending customers directly to checkout and payment, this costs an additional $30, whereas other themes are easily customisable and comes with a multitude of currencies.

=> With default currencies on our theme, it just has 4 currencies and if you would like to add more: Example: 1 or 2 or 3, we will add free for your site. However, if you would like to add many of currencies or all, we have to charge fee for custom work because we must write more code to have this feature for your site.

4. People have mentioned great support but did not mention how many times they had to email before getting support. As you can read in preview reviews, they have a standard "We are GMT+7 hours bla bla bla..." which in my opinion is no excuse for late responses to support queries.

=> We just apologized for keep you waiting because we just came back from our Holidays: Liberation Day/Reunification Day and International Workers' Day holiday. It took 4 days for the break and Our Customer Support Dept doesn't work on weekend and we are in GMT+7 time zone. Those are the reasons why we hope you can understand for late response in This Time. We always try our best to support our Customers and you can see the rest positive reviews before.

5. As English is not the theme creators first language, you will be spending a considerable amount of time in editing and correcting grammar.

=> Thank you for your notice, we will learn about this for our weakness and improve ourselves. Thank you s o much

6. Theme does not support some payment forms such as Amazon Payments. You will need to raise a support ticket for this to be built into the theme.

=> Yes, you can test on our demo and you can see that there are some features are not available in our theme, if you would like to use these features, please contact to our support to have us to support for your site.

7. Overall, not happy with the theme and would not recommend it.

=> Thank you for your reminder. We will try 100% our best to support our Customers and You. You can be not happy but we will always try our best to support you and you will change your reviews.

Best Regards,
HaloThemes Teams.

Author response

Hi, thank you for contacting us. About your questions: All the theme features can be disable if you've experience about the customize html/css + js files. If you can not turn theme features off by yourself. You just need contact us directly at: support@halothemes.com and we will adjust for you. Thanks, HaloThemes Team

Author response

Hi, we are so sorry to hear that from you. However, please be patience. We've many customers around the world, therefore we cannot response all the support tickets. We will try to reply back for you ASAP. Thank you for your patience and understanding! HaloThemes Team