PrestaShop Add On Store Problems

RobS · December 29, 2014

Hello everyone. This weekend we purchased over $800.00 in new add-on modules for our shop from PrestaShop Add-ons Store. PrestaShop was offering a 20% Christmas Discount on all PrestaShop owned modules and so we figured why not. We just recently updated to PrestaShop version 1.6.0.9 (and loving it) and so we figured what better time to “add on” a few new features. What a nightmare! Out of the 8 we purchased only two of them were basically without any real issues. All the rest were full of bugs. We managed to reach out to one of the developers in this process and they requested access to both our CPanel and the Admin section to our store. We were hesitating to do this but because we really did want the modules to work (I mean that is why we bought them after all, right?) we decided to give it a try. Well after many hours and emails and tries we still had to uninstall and delete in the end. They would fix two or three bugs and then another one or more would show up. In all of this we fought to be patient and kind but I have to tell you what is happening now is totally unacceptable!

First let me say something relating to these purchases. For one thing the sale had a voucher code. But when we went to our cart and tried to checkout, the place where you enter this code could not be found. We literally had three people in our office trying to find it. No luck. So we proceeded with our purchase thinking this would not be a problem. We thought all we would have to do is contact PrestaShop Customer Support first thing Monday morning and they would surely honor the discount and make everything right. NOT so. They refused to apply the discount telling us it was our mistake for not entering the code. When we asked them to point out where this code was supposed to be entered this was even more troubling. See the screenshot and look and see for yourself if you can find it. Either way to me this was a very innocent and honest oversight especially with the print being so very tiny and hard to see. I cannot for the life of me understand why they would refuse us this discount. One of my staff just pointed out to me that the voucher code field does not even show up and display our mobile devices. That would explain another reason why at least two of us were not able to locate it. I am sorry I could not see where to add the attached screenshot I mentioned above. But you can go to the Add-on Store and check it out that way.

Secondly from a customer’s point of view I feel if a module is being offered for sale and listed as “stable” and “compatible” with the version of PrestaShop that you are using then that is what it should be. I can understand and take into account that there might be problems if you are using some third party theme but if you are only using the default bootstrap then at a minimum it should not have so many issues like the ones we had. As a consumer I also should not be put in a position and asked or expected to become a beta tester for every developer who has an module to offer. But that is exactly what we are now being asked to do and PrestaShop Support is refusing to refund our monies even after we have uninstalled and deleted everything from our store. We likewise are not comfortable with allowing whoever it might be to use both our shops front and backend as a testing ground for them to work out their bugs and whatever else. We ran our shop through WC3 and Google PageSpeed and we were shocked at the amount of bad code we were shown from some of these modules.

We now have been left with no other alternative but to open a dispute through Paypal in the hope of finding some relief there. Merry Christmas to you too, PrestaShop Customer Support!

Edited December 29, 2014 by RobS (see edit history)

Dh42 · December 29, 2014

What modules did you have issues with? Which one worked if I may ask.

RobS · December 30, 2014

Sure Live Chat By BELVG - Abandoned Cart Reminder Pro By PrestaShop. Each of these required some set up with a very minimal amount of tweaking and are all performing as hoped for.

I now must remove from the 2 modules that seemed to be working correctly the Live Chat Module. As we received a repot tonight from our Hosting Company saying we were nearing suspension on our account and that we were now being cashed for the next 12 hours. AND THIS IS ALL AFTER THE MODULE WAS UNINSTALLED AND DELETED FROM OUR SHOP BACKEND!

Edited December 31, 2014 by RobS (see edit history)

magali ferber · December 30, 2014

Hello RobS,

I have spoken to our entire Addons Merchant Success Team in the US office and they are all completely familiar with your issues. They have already explained to you more than once what happened during your purchase and the 20%OFF PrestaShop Modules. If you have any other concerns with your modules, the best thing to do is to contact the Addons Team because they are the ones who work with Addons Modules and they will be able to assist you more than any of us through the forums.

Furthermore, the Merchant Success Team is here to help you through your future purchases, so make sure you talk to them before buying and not after! They will guide you and they will help you find the modules for exactly what you are looking for, so you won't make the mistake of buying something that doesn't fit your needs and then having to issue a complaint saying it doesn't work when it actually does and there is no real reason for the third party developer of the module to accept your refund. Let me remind you that if you buy a third party module, the developer of the module will make sure it works if you are facing any issues. If he can make it work within 3 business days (not holiday days), there is no reason for him to accept giving you a refund. So for all your modules that are not PRESTASHOP modules, contact the developers, let them help you and you should be good to go.

If you still have questions, the Addons team can give you more details. Please contact them directly in stead of going back and forth with any of the Community Managers on the forums, because we cannot help you more than they can.

I hope this clears your doubts.

Thank you very much.

RobS · December 30, 2014

We have turned all this over to our Payment provider. It does not surprise us at this point that PrestaShop would now accuse us of telling lies "you won't make the mistake of buying something that doesn't fit your needs and then having to issue a complaint saying it doesn't work when it actually does". We have proof for our claims along with screenshots of many of our issues that were discovered but no one from PrestaShop including yourself even cared enough to ask us about this. Instead we are attacked and you-all stick together. We have contacted your CEO Mr. Leveque and hopefully he will look more into this whole matter of how you do business. Thank you for you time.

magali ferber · December 30, 2014

Hello Rob.

Our job is to help you, not attack you. And for what you are quoting me, I never said this was the case for you. I generally gave you advice on how to handle issues with Addons Modules that are not developed by PrestaShop. As I said, if you are facing any issues with a module that is third party developer's, you should try contacting the developers of each module, because I am sure that if you send them your screenshots and more details of what is going on they will solve all the issues that you are pointing to. And if they cannot fix it, then they (the third party developers) will approve your refund and you will be able to get it from our administrative department with no more back and forth problems.

Thanks

RobS · December 30, 2014

Maggie We had one developer who told us he already sent in his request for refund to us and yet we still have not received it from PrestaShop. $269.99 Another one of the modules in question here is the PrestaShop Call Back Module. Have you personally taken the time to look at this module? Do you not notice the grammar used on the front end is Broken English that cannot be changed? Is this acceptable by you and PrestaShop? I also noticed that you chose not to address the Voucher Code field and our difficulty in being able to locate it. It does not even display on mobile devices. Have you looked for yourself at that? If it is in truth your job to help then why not do that and make right what can be made right?

RobS · December 31, 2014

Here we have yet another issue that has surfaced out of the horror that has been our experience with purchasing bug infested modules on PrestaShops Add-on store while PrestaShop Support continues to refuse us any relief. The latest module and only one of the two we had left out of the 8 we purchased caused our shops site to be taken down last night and today for over 12 hours for exceeding CPU resources! There were 8 pages of nothing but this nearly 80,000 request per hour!

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