JetImpex, Inc
Template-help.com Worst Consumer Experience Ever!

One week ago I purchased a template from this company. I diligently followed the installation instructions, and quickly became very frustrated. At first I assumed that I must be doing something wrong, because I'd never done this before, but after a couple of days were spent attempting to install the template and it still looked nothing like the theme I purchased, I decided it wasn't me. I also noticed at that point that the template was made for Joomla 1.7 - a discontinued version.

I emailed them and stated the problem and asked that if the theme wasn't compatible with Joomla 2.5, that I would like to be refunded. They responded that it was compatible with 2.5 and sent me new instructions. Ok, a little irritating to have to re-do everything, but only a couple days wasted at that point... Until, I began the instructions and realized that they were completely bogus. I started to get very perturbed at this point!

I tried calling and received voice mail. I left a message and my call was never returned. I tried chatting with a service rep, who again assured me that the site was compatible with 2.5 and that he would email 'correct' instructions within the hour. Several hours later I received an email from him, stating that while the theme was compatible with 2.5, he would recommend I use 1.7 (the discontinued version of Joomla), and provided instructions for that. Gahh! I don't want to use the discontinued version, that was my original complaint, and a legitimate one!
Every time I would chat with someone, they would be unable to help me and tell me to email them and that someone would respond within 24 hours - and they really use the entire 24 hours! It's taken me 4 days to get a response to 4 emails.

At this point, I have been offered a credit (not a refund), but ofcourse the email didn't have instructions for how to use the credit and the cs rep i chatted with was unable to help me with that. So I am still waiting for the credit to come through, and at this point am not holding my breath that it will happen.
This has been the worst customer service experience I have EVER experienced.
It was also very strange to me that the company buries their name and contact info. It took some digging to find it - not a good sign at all.

I definitely feel ripped off - the waste of my time has been perhaps the worst part. If I had been issued a refund the day I initially complained, that would be different, but for a week to go wasted trying to resolve this dispute is truly ridiculous. I believe their business model is to ignore and frustrate customers into giving up and letting them keep payments for products not actually received. BAD Business!

Company: JetImpex, Inc
Country: USA
State: New York
City: Brooklyn
Address: 2820 West 8-th str., Apt. 15-h
Phone: 13473420463
Site: template-help.com

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