We do not agree with this rating, just as we did not agree with your previous one-star rating. Indeed, the previous negative review was deleted, because it described that you could not find a way to contact us, although this is more than obvious and no one else had any problems with this.
Moreover, I want to remind you that if the review was deleted, it means that Envato Support agreed that the review was unfair.
At the expense of the non-standard theme update mechanism, this is the standard update mechanism that is used on ThemeForest. If you buy any other themes on this site, then most likely they will have the same update mechanism. Here is the official documentation of the update plugin: https://envato.com/market-plugin/
Regarding the error that you had. It arose because theme updates were not installed. A few months ago, when the Unison plugin released the update, we noticed that because of this there is an error that you are writing about. Therefore, we hastened to fix this error and released a new theme update. Thanks to updates, you can not only expand the functionality of the theme, but also eliminate such errors.
Regarding the fact that "we do not have apparent support ticket system for support, only a forum...". Please note that the forum is the most common form of support among all authors. It is also very convenient because you can read about the problems encountered by other users and find a solution for yourself. Notice, that in addition to the forum, you can write to the post office or, in extreme cases, write your problem in the comments on the theme. Moreover, as you and our other customers may have noticed, the response time to a question on the forum is quite short, because we try to help our customers as quickly as possible.
Returning to the subject line of your request for a refund. It was rejected because you wanted to return the funds for the reason that you had a mistake and you could not find a way to contact us to solve it. As we already mentioned, if you wrote on our forum, the problem would be resolved as soon as possible.
We hope that you will take into account all of the above and on your next purchases from other authors will be more equitable in evaluating their themes.