Theme Updater & Backups | OOTS , 270 reseñas
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We purchased Turbo theme which at the time was your most expensive product and were promised free upgrades via the theme updater. Now you've switched the updater to a monthly subscription?
How could you screw over your customers like this?
I see from other comments that you can upgrade manually. This was NOT part of the original deal and was never mentioned at the time of purchase but I guess that is what we are left with. Awesome support for your premium product!
Also some detail on how to upgrade manually would be handy.
To other would-be purchasers - don't buy this product, or anything else from Out Of The Sandbox. What will they switch to subscription-only next?
We have been paying for two years for what is a lousy support which does not even respond to customer queries. Shopify should investigate this company
Hello there Intuitive Code team,
Thank you for taking the time to provide your feedback and sorry to hear you were having issues getting in touch with us.
We are dealing with a fairly high volume of support queries so our response time is currently longer than we’d like, so your feedback is certainly understandable.
It does look as though you’re using the Pro plan version of our app, so you do have access to priority support. It appears your emails weren’t sent in via the Updater App which is likely why they weren’t received as ‘high priority’. I realize this current method for accessing priority support isn’t ideal, but I’m happy to say we’re working on updating it so that any correspondence you send will be sorted based on your email address. If your email is linked to the Pro plan, it would then automatically come into our high priority queue which would allow us to reply much quicker to any questions you have.
I’ve gone ahead and sent along a separate email as well to address any concerns and issues you were having, so please feel free to reply there with any other questions or concerns you may have.
Thanks again for your feedback.
All the best.
Horrible customer support, they don't respond, and I purchased my theme! The support for Out of the Sandbox is nonexistent! I messaged on March 3 to ask for assistance and I messaged again on March 8th because of no response. No one from Out of the Sandbox has responded to my requests! I used the theme updater to get my SopPay badges to show on my products and in the preview, it showed the payment badges but when I hit publish, the badges didn’t show on my live website. None of the information provided on Out of the Sandbox address my issue. Customer service hasn’t gotten back to me at all!
Hi Redback One team!
Thank you very much for your feedback - A member of our support team has reached out to you via email!
All the best,
Out of the Sandbox
Stay away from Out of the Sandbox themes. First you pay dearly for the theme, then if you want to apply the theme upgrades you will have to pay 9$ a month for a service that you will use 2/3 times in a year.
But what is your choice? None. Because to update the theme manually it's a nightmare. I am going to find a better theme that doesn't charge me for updates. I am not happy.
Themes are great support is still garbage after 3 years!
Support is pretty non-existant. Tickets are not answered in a timely fashion. Always feel a lack of support. Theme got updated a few weeks back, and it has not been working correctly after the update. Still no response to ticket after 5 days.
Hi DucabikeDirect team!
We’ve repaired the ‘clear’ function for the collection filters and confirmed this was a bug in that theme version. It looks like Theme Updater was used to successfully update to that version (just had a theme bug!).
Revisiting the email thread, it looks like we received your initial email Wednesday afternoon and we provided our first meaningful reply by Monday.
Our team patched the affected theme file for the repair and future theme versions will include the fix. We hope it is clear that this theme error isn’t due to Theme Updater’s performance in this case.
All the best,
Out of the Sandbox
Beware of this company! Do not waste your money. Their current customer service is awful, often referring you to have to "hire an Expert" to get your theme even working to a basic point. I purchased mine years back and back then they excelled at helping me to customize it. Not recently. My current theme started to give a bunch of Google Search Console errors and they told me that the only solution was to upgrade to the latest version to get those solved. Ok. After reading these reviews and their notes about this updater app I decided instead to save the money and update it manually. But, even updating the theme manually, their new updated theme is half baked and it needs a lot of coding to get it right to where my previous theme even was. After lots of back and forth (prepare to wait 24-48 hrs for them to get back to you for each response) they would not help even to fix simple issues often referring me to "hire an Expert".
Hi Health & Light Institute team!
It looks like you may have left a review of a theme on our Theme Updater Plus app listing!
Not to worry - here is a little context to better explain why your third party customizations may not have all been brought over from your vintage theme to an updated Shopify Online Store 2.0 theme.
Although Theme Updater Plus does have the ability to transfer over customized code, customizing code can still result in some issues, and more complex customizations will need to be manually transferred over to the updated theme file.
Some apps and customizations might not be compatible with Online Store 2.0 themes. We recommend referring to your app's documentation or contacting the app developer if you are not sure, or have questions about your third party apps.
Additionally, for any customization requests that fall outside of a theme developers scope of support, it is common for them to encourage you to reach out to the original developers who made the change, or engage the assistance of a third party developer.
All the best,
Out of the Sandbox
You have to pay to update a theme you've already paid $180 for! I have purchased several themes from Out of the Sandbox and now I have to pay monthly to update them, too. Greedy! Will not continue to use them or buy from them again.
Hello XBODY UK,
Thank you for highlighting your experience with the Theme Updater App and your Out of the Sandbox themes. I have some details to share with hopes I can clarify a couple aspects of your remarks for you and other merchants interested in our Themes and updating tool:
- On the Shopify platform, updated theme files are free if you have previously purchased a theme. Whether from the Shopify Theme Store or from our site, updated default versions of the theme you purchased are available free of charge upon request (or from revisiting the Theme Store listing for purchases from the Theme Store)
- You do not need to pay to update your theme on Shopify; with the normal process of updating (installing the new version, reconfiguring settings, manually carrying over past code customizations), updating a theme has no direct cost involved - however, this process can be time-consuming, and past customizations may need special attention from a developer
- The Theme Updater App is totally optional to use; the app provides time-savings and convenience by addressing the steps of a manual update automatically (by automatically obtaining the most recent version of the theme, automatically carrying over past theme settings, and detecting past code customizations while assisting with carrying them over to the new version)
- The Theme Updater App's updating feature can be used for free for a year following the purchase of a theme, so you can enjoy the time-saving and convenience benefits while figuring out if you value these benefits to justify an ongoing subscription following the free year
Thanks again for the remarks - we understand there's a need to make this point clearer: the Theme Updater App is NOT required to update your theme - the app is a tool to automate parts of the update to make the updating process faster and easier (which requires a subscription to use after the first year of owning the theme).
I hope this helps, and clears up similar concerns for other customers! Feel free to reach out to our Support team with any other questions this brings up. :)
We wish you all the best with your online store!
-Out of the Sandbox
TERRIBLE ! Complete waste of time alongside the TURBO app! Dose not work, theme developer takes too long to get back.
Hi Amanda Marcucci team!
We’re revisiting your email thread and looks like our team requested access to your store within 10 hours. When access was granted, we identified a modified theme file and repaired it.
The issues preventing your Turbo theme from updating were stemming from a third-party SEO app installed on the shop. The integration affected a critical theme file for Theme Updater compatibility (schema file).
Unfortunately, a Shopify server error prevented you from confirming this repair.
Thank you very much for your feedback!
All the best,
Out of the Sandbox
Their Turbo theme has a huge bug that sometimes causes the Add to Cart button not to display at all on product pages (talk about a conversion killer).
I brought this to the attention of the support team 4 months ago. They wouldn't believe it was their theme, and just kept telling me it must be cause by an app I am using or customisations I did. After about 20 emails the finally believed me (after I found out the bug is even present on their demo stores) and I was told it would be fixed in an update.
Now 4 months later the bug is still there and the customer support as unhelpful as before.
I expected a lot more from the most expensive Shopify theme around and have received (much) better support from free Shopify apps than what I've received from OOTSB.
So here I am still waiting for their Theme Updater to tell me there's an update and hoping this time the bug will be fixed.
Besides all this, premium support means waiting 5 working days for an answer it seems....
Hi there,
Sorry to hear that you haven’t had a great experience with the updater app as well as our support team - we certainly strive to provide solutions as promptly as possible, but in this case, the issue has been very difficult to reproduce and troubleshoot. Without that ability to consistently reproduce it, it becomes a challenge to find the cause of the issue, thereby making the solution even harder to find. While we take each reported issue seriously, some can certainly present more difficulty and complexity.
With our theme updates, we aim to provide solutions for issues like you’ve experienced, but each update may also address other issues which can take extensive testing. Having said all of that, we can certainly appreciate the importance of this issue and the potential impact it may have, so we do apologize for the time it’s taken to sort this out. We’ve sent along an email to you if you’d like to discuss some options a little further, and hopefully we’re able to come to a solution there!
Out Of The Sandbox emailed to say the Free or Basic Plan would automatically increase to $9 a month but failed to give a date when this would start. I do not want to be charged for something that a. used to be free and b. I only use maybe once or twice a year. Uninstalled.