Their customer support is very poor.
Author response
Hi there,
We do think it is rather unfair to rate our theme before you have even contacted our support at our help center for assistance.We would really appreciate it if you could submit a request where our support agents can help you for sure.
Once checking we could not locate any request created by your Envato username, and if you possibly do have one please provide us with your request ID so we can check.
We do hope that once this is done that you will reconsider your rating.
Best,
Mikado