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I viewed a Web based E-commerce Template at TempateMonster.com (JetImpex Inc). A member of their sales team appeared on the the screen via their online chat system. After answering a series of my questions. I purchased the template via Pay Pal.
After purchasing this template it was sent to me non downloadable. I tried to get customer support from them to help me get it down loaded via internet chat and phone.
I was not contacted until the next day. A member of their tech support team contacted me much later the next day and come to find out he could not speak understandable english. His support and instructions to help me download this product was of no avail.. It was still yet un downloadable. After spent several hours and many attempts to down load and receive more customer support for this product. They were non responsive.
I had repeatedly attempted to contact them by phone after a significant run around.
Finally after much discouragement I asked them for a refund and filed a complaint with pay pal. They declined my request for a refund two days after my original purchase based on the grounds I was unwilling to accept assistance from their support team on this product. According to their policy they claim they will not refund my money.
A) The customer service team for this company is very poor and, most of them do not speak distinguishable english. (Not conducive to adequately support a product of this type).
B) Once you pay for their product/services they are unlikely to give you a refund under any circumstances.
C) this type of business over the internet is legal theft and fraud. Do not do business with these folks. You will not receive what you paid for and will not get a refund for your money.
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Dear Primer!
My name is Joe Navarro, I'm the Customer Care Manager for TemplateMonster.com. I would have been glad to address your issue and assist you with resolving your problem if you contacted me prior to submitting your complaint here. As I can see the issue is connected with a refund request & PayPal clam, therefore, please contact our Senior Customer Care Manager Liam Tornhill via e-mail liam [at] template-help.com for further assistance.
You may also email me directly to joe [at] template-help.com.
Just to avoid confusion: Template-Help.com is a company that offers technical support, customer care and billing services for TemplateMonster.com.
Do not hesitate to contact me directly if you have questions or concerns.
Best regards,
Joe Navarro
Customer Care Department
Template-Help.com
TemplateMonster.com
I agree with all what you said. The Customer Service in the Template Monster are very poor and RUDE! They take you for granted once you purchase their products. Please be aware of this..
Paul
Paul, feel free to check my comments in the ticket #EHU-[protected] posted on 24 April 2013 10:20 AM. If there's something that needs to be discussed additionally, please do not hesitate to contact me back. We are always glad to provide the necessary assistance.
Best regards,
Joe Navarro
Customer Care Department
Template-Help.com
Joe, in that ticket you don't listen to what complainant's been saying. You just simply defend your call center agent.
I'm sorry whatever excuse you wanna say just to defend your Ron, that doesn't take away the fact that he didn't want to help me. He just simply wanted me to check the videos just like the videos I watched in youtube. His response was always delayed, though I am not sure if you guys are so multi-tasking answering different clients at the same time. Lastly, he was being so RUDE, telling a client "Please note that unfortunately we are not educational resource".
What makes it worst is you keeps on defending him as Customer Service Manager. Don't you guys know how to apologize sincerely?
I'll make it sure this will not happen again and will bring to the next level.
I am having the same issues! Liam is a joke and no one is ever available by phone. I am an extremely experienced computer technician and I could not get the piece of crap template to install. I got the same ### responses to watch the tutorial videos which did not work! This company is a scam and I have reported them as such to my banking institution.
Hello Krystal,
My name is Joe Navarro, I'm the Customer Care Manager for TemplateMonster.com. Please note, our products are pretty easy to install & configure. Moreover, we are always glad to provide the necessary and prompt assistance from our side and I must admit our Technical Support Team did its best in your particular case. Anyways, we are really sorry for any possible inconvenience it may have caused you.
As I can see, our Billing dept. has already refunded the order 5 days ago, so if you still have any questions please do not hesitate to contact us back.
Thank you for your time and have a good one!
Best regards,
Joe Navarro
Customer Care Department
Template-Help.com
TemplateMonster.com