Security Bollards Direct
Great theme, but the appalling customer service and delays in waiting for a reply to any problems make you wonder whether it is worth the extra money for priority support when in fact this is not the case. We are treated the same as everyone else, so why over promise and under deliver?
I had a fair response today, so will hold my hands up and move on. I get it and appreciate your response. Next time I will make sure I go down the right route when I try to contact your team, thanks for the explanation Sandbox, is much appreciated.
Hello Security Bollards Direct Team,
We’re sorry for the frustration here.
We do our best to respond to support requests within 24-48 hours (business days) however, it’s possible that there might be some delays caused by increased traffic.
I have reviewed your most recent correspondence with our support team. We’re sorry for the delay you experienced but it should be noted that the requests you sent to us were not sent through the Priority Support channel.
The Pro Plan subscription for the Theme Updater app grants you access to the Priority Support channel. To access this channel, you can open the Theme Updater app and select Actions > Contact Priority Theme Support.
If the support request is not sent through the app with the Contact Priority Theme Support button, your request will be sent to the general support queue, instead of the priority channel.
We have more information about accessing Priority Support for you here: https://help.outofthesandbox.com/hc/en-us/articles/360026083613-What-is-Priority-Theme-Support-
I hope this clears things up, please do not hesitate to reach out to us in the Priority Channel if you have any additional questions about the theme or the Pro Plan.
All the best,
The Out of the Sandbox Team
Theme is good but there could be some basic enhancements for the price charged. First one is the mobile slider. There is no provision to upload mobile version of slider. Second, mobile filters are unorganised, they should be consolidated to show all tags such as Color, fabric etc.. under one filter and then sub-filters.
Andrew here from the Out of the Sandbox Support Merchant Advocate team. Thanks for taking the time to provide some feedback!
We can certainly take that into consideration and I'll pass that along to our development team to look into. I've sent along an email just to continue this conversation so that we can get a better idea of the goal with regards to the mobile slider and filters.
Just keep an eye out for my email!
All the best.
From a business owner to another, this is a risky move that you are making with your brand. Sure you get the money now, but is this really worth it in the long run, destroying your relationship with your existing customers.
The app was a great tool, which I'd gladly pay a little fee to update, but not as a subsciption.
Glanzberg - Passion Wein
Last year in July 2018 I rated with 5 stars as you can see at the end of this now updated review. Changing to three stars now.
The numerous negative reviews of the last two days clearly show the displeasure of the users about the upcoming pricing model of OOTS for the Theme Updater App. And I can only agree as I’m angry as well.
While many of the reviewers mentioned technical issues with the Theme Updater App I can only report positive things from my experiences with two shops (both with the Turbo Theme). So far all updates with the free basic version of the app have worked without any problems at all.
But now to pay a monthly fee although there is an update available only each two or three months is nonsense in my view.
Anyway, also here it’s to dare, that it is possible to subscribe the moment if you want to do an update and then cancel the update immediately afterwards. So if you want to update your theme for example only two or three times a year, you can simply subscribe for two to three times a year for 30 days each! Instead of $108 you can end up with $18 or $27 per year. Due to this flexibility, my rating is not quite as negative.
But in one point I agree with most other users: Your support is regularily unsatisfactory. As already mentioned by other reviewers the friendly advice to contact one of your development partners seems unfortunately to be part of your standard procedure.
And even worse, I think that OOTS doesn't have any plan to support Shopify's recent possibility to state base prices. At least that’s the statement I received from the support. And this is beyond doubt not understandable, as base prices in Germany and many other European countries are mandatory by legal terms for numerous product types. It is incomprehensible that OOTS does not update the topics here accordingly and thus deliberately avoids a massive business potential in Europe.
Dear OOTS Team; you have mega cool themes, a fantastic Theme Updater App ... but the list of negative points is getting longer. The unsatisfactory support, the refusal to support this basic functionality of base prices, is now followed by a questionable licensing policy.
Too bad .... With thoughtful greetings from Germany.
Just fyi my former 5* rating from July 2018 before I made some negative experiences with the OOTS support and at a time while Updater Theme was fro free.
Super valuable App! Had our store running on Turbo theme v3.0.3 and performed upgrade to latest v.3.1.0 half an hour ago. Whole process of applying a new version incl. adoption of our tweaks and customization changes took approx 3-4 minutes. Afterwards, a manual adoption of language files was required as outlined in the app description. So, uploaded my used v.3.0.3 language files to TextWrangler editor and compared these two files to the v3.1.0 default files. Review of differences took another 5 minutes including applying required additions to new v3.1.0 language files. Overall, whole upgrade process done in less then 10 minutes. Couldn't be easier! Great app, OOTS-team.
Greetings from Germany.
No phone number for clients. Lame
I like out of the sandbox, I paid a 3 figure sum for one that almost instantly became outdated and could not be updated without building it from scratch (edits + custom code, over 10 hours work) and am now finding alot of customers are seeing products as out of stock when they are in fact still available, so is now costing me money and I am forced into choosing spending 10+ hours making what I already have or spend another 3 figure on a newer theme. So I emailed in. Their response "upgrade and spend 10 hours making what you have, or buy a shiny new theme" so zero offer of help or support.
it's good for the store with less customizations, not for us. I saw my store is totally difference in the new update theme. I don't think I can use it.