I did a lot of research and selected OTSB for our theme choice. Never had an issue, questions were answered timely, and no problem with previous updates.

I didn't so much mind the $9/month if it kept my theme updated which I assume is the proper thing to do. So I did sign up, did update the Responsive theme with this latest update, and now ALL of my critically important options are a mess apparently from some light customizations for options and for the cart by another popular and commonly used app provider. Even on the product pages the options are all out of order!

I submitted a ticket 2 days ago to OTSB w/no response yet, and then submitted a priority ticket yesterday, which I should have done initially not realizing how critical this problem is.. The timeframe for a ticket response says the same thing- 1-2 days so what is the priority ticket advantage? And I do NOT want to talk to someone from zendesk with a generic response that never takes care of a problem.

What is the advantage of updating if it deconstructs the current theme/website? I could have stayed with wordpress for that! This was our whole purpose of selecting OTSB for shopify!

We are launching this site NEXT WEEK!! I contacted a shopify expert and they want hundreds of dollars to update these few lines of customization! WHAT??? No thank you!!!

I am also reading all the complaints here and the responses from OTSB do not sound very empathetic or helpful to those having problems with the update.

We were fine with previous updates and NO ISSUES until this most recent one! I am hoping to hear from someone TODAY and how this will be taken care of!

I would advise anyone considering an OTSB theme to hold off. I am happy to provide a previous positive review AFTER this has fixed!

UPDATE: I did receive an email back from OTSB and they did take a little deeper look at the issues we had with the theme update. They were very courteous and somewhat helpful but basically threw it back to the options app we were using to fix the issues. Interesting that one of the suggestions was NOT to do the update, or use a previous saved version before the update, and work out the issues later. This is opposite of what OTSB suggests on their site. We did work with the options app and they have been very very helpful. Again, we did not expect OTSB to fix these (light) customization issues, but did expect a heads up notice that upcoming updates can and most likely will affect the architecture of your site. The majority of Shopify users are not web developers, coders etc. . Most purchase a theme so as not to have build a site theme from scratch (note: a big selling point on the themes is you can customize it however you want), which is why we switched to Shopify/OTSB..It was our expectation that this would resolve the Wordpress issues of a current site, however at least Wordpress always gives you a heads up on major updates. We are continuing with it for now as we have quite a bit of time and money invested, but we are wiser to the communication and limitations we experienced and hope that OTSB sees all these reviews and will give their fellow business owners and customers a better experience in the future as promised on their sales pages.

I've been a loyal and happy customer for years having purchased the Parallax theme and now on the Turbo theme. Received the email like everyone else and decided to update prior to the price increase for the basic plan. All of a sudden updates that were smooth with no user input from me, changed to 'we cannot update these three customizations'. Following the instructions to manually update the code, I keep getting an error on one of the customizations. Emailed support multiple times and no response AT ALL which has never happened in the past. Why all of a sudden is there radio silence from a support team that was very responsive in the past [even though I upgraded to the PRO plan as they wanted which is supposed to get me priority support]. I'm very disappointed in Out of the Sandbox. If you're going to start charging for updates then at the very least offer support for your products. Given my current situation and the feedback of other irate customers, I would NOT recommend purchasing a theme from this company in the future.

Developer response is useless as it seems that they haven't even read my review. I've already submitted two support requests with NO response.

Update: I'm upgrading my rating to 2 stars because after writing my original review, tech support helped me update my theme. If it works correctly the next time I try to update, then I'll upgrade it to a three. When the app does work, it works well. (Although the default file name isn't the actual version you're upgrading to, it's whatever version you already have plus the current date. So the UI is oddly inaccurate, which definitely doesn't help if the app hasn't been working correctly so you're already frustrated.)
I used the paid version of this app for awhile and was able to update my theme two or three times. Then in early June it stopped working correctly. I experienced multiple problems just getting to the update screen. Then when I finally was able to get there, the only option I got was to "update" to the theme version I'm currently using (7.0.5). I spent the month in a fruitless back and forth with OOTS tech support to resolve this problem. I tried using this app on three different computers (MacBook Pro, iMac, HP laptop) and five different browsers (Safari, Chrome, Firefox, Opera, IE). I gave OOTS tech support access to my Shopify account to try to fix the problem, and after a cursory go at it, they suggested that I upgrade my OS and browser to the most recent version. So I did that, even though it might have meant that some of my software and printer might no longer work. And guess what? Problem not solved. At that point, they finally admitted that they were having some problems with the Theme Updater app and browser cookies. They said they hoped to have it resolved soon. It still wasn't working by early August, so I uninstalled the app. Now that it's the end of Sept., I decided to try it again in the hopes of being able to finally update my theme. But nope, same problem. The fact that I actually paid for several months of this app without being able to use it is ridiculous. And that it still doesn't work is more ridiculous. As much as I sometimes hate cable/internet companies, at least when your service isn't working they refund your money. Not so with OOTS.