Staff replied EasyStore

Warning - Frustrating Experience with EasyStore by JoomShaper

Asked by Mirza 2 years ago Last activity 2 years ago

1. Image Upload Nightmare
Every attempt to upload a picture results in the same frustrating scenario. The image appears momentarily in the list, only to magically disappear within seconds.

2. New Product Image Upload - A Lost Cause
As if the existing product images weren't enough trouble, I've discovered that uploading images for new products is an exercise in futility.

3. Order Button - Endless Loading
Each time I attempt to finalize an order by clicking the order button, all I get is an eternal loading screen with nothing happening. It's beyond frustrating!

I've exhausted every attempt at self-resolution, and frankly, I'm fed up. It's disheartening to invest time and effort into a product that fails at such fundamental levels. JoomShaper, if you're listening, your EasyStore has proven to be anything but easy. Users, be warned - this product has the potential to turn your web shop dreams into a never-ending nightmare.

4 replies

Stuart

2 years ago · edited

Hi, I don't work for Joomshaper but wanted to reply because I felt that your assessment of EasyStore was unfair.

I have tested EasyStore extensively under several different environments and to the best of my knowledge the collective situations that you describe usually only occur if one is developing the website on a live server and also have not entered an EasyStore licence key. Without a valid licence key many functional aspects of EasyStore don't work. I should stress that when developing the site on a local server without a licence key entered, the functions that you describe as buggy work fine.

The exception to the above is that if you are developing the site on a live or local server, images would fail to upload if they are of an unsupported file format (or the image file size is too big). In this instance a small notification alert message appears near the bottom of the screen, as the newly uploaded image disappears.

Mirza Asked this

2 years ago

I must express my frustration as a paying customer. It feels disheartening to encounter these issues despite having invested in a license. It seems like I'm inadvertently serving as a tester for the product.

Taking the money is quick, but it seems that a response from JoomShaper won't come as quickly. It's disappointing that the customer service doesn't appear to operate at the same speed as the payments.

My 2 cents: PHP setting upload_tmp_dir. Unfortunately, I don't have rights on a customer server to make changes to php.ini.

Eleanora

2 years ago

Hi Stuart,

While I have not come into contact with the specific issues that Mirza has... I have come across plenty of other things that shouldn't really be happening... I think his assessment is actually pretty fair.

EasyStore is buggy, devoid of a ton of features... SURE, it is new, but in my opinion was put out on the market way too early, it's more Alpha than Gold/Ready for primetime.

Either for a lack of feature, or a bug, or missing or poor documentation, I have had to write way too many tickets for things that should just kinda work. And while I like and been a customer for many JoomShaper the speed of replying to issues is not great: 8 hrs - 6 days... and not always to solve them at first turn-around.

It doesn't mean that what they are trying to do isn't difficult because it sure is... but they are NOT helping themselves at all.. when you realize a product or service isn't quite there yet or performing as it should than you do other things to compensate....

We have collectively asked multiple times for a public roadmap so that we know what they are working on clearly with approx. release dates (so we can plan and/or tell our customers etc) ----> they have refused to do that...

In the state of EasyStore even 1.0.5, they should be releasing every week or worse case every 2 weeks ---> they are not.

I have lost hours upon hours dealing with issues, writing questions in the forums, and not counting the days waiting for a fix, solution, etc...

There are lessons to be learned for all software companies and the good ones have learned those lessons years ago.

Mirza Asked this

2 years ago

Hi Elenaora,

I have seen many of your posts in the forum and was convinced that you work for JoomShaper as a tester.
I didn't know that you are just a customer as well.

Martin Grunert

2 years ago

What can I say, Eleonora?

Several of your tickets were created due to incorrect use on your part and some of them were also answered and solved by me. And all within a few hours at the weekend.

JoomShaper has a chat during the week and there are also options on Facebook to get help quickly if it's really serious.

If you want support within seconds, I don't want to know how much higher JoomShaper's prices would go.

Just moaning and complaining doesn't help anyone. Yes, some things could be done differently in our eyes. But it's not our company. If we are not satisfied with the work of JoomShaper, we just have to change. ;)

@Mirza: All 3 of your "problems" are of an individual nature. Every provider has different settings and this should be taken into consideration rather than always blaming JoomShaper. Such false ticket headings don't help either.

And no, I don't work for JoomShaper I'm just as much a user as you are.

Mirza Asked this

2 years ago

Your comment is nonsense. In cases where the software is running on a server and has been purchased by a customer, it is customary for the software provider to specify clear system requirements and configuration guidelines. These requirements are intended to ensure that the software functions smoothly. The software provider bears a certain responsibility for assisting its customers in resolving issues, even if they are based on server-side settings.
And @Martin, please refrain from making comments. You're just wasting my time.

Martin Grunert

2 years ago

OK, really?

You create a PUBLIC FORUM post and forbid me to reply? If I'm not mistaken, a forum lives from the communication of the community.

With the title of your post, you suggest a warning that is not justified. You have an individual problem and nobody is denying that you are not being helped.

With your sentence "Users, be warned - this product has the potential to turn your web shop dreams into a never-ending nightmare", you are addressing all users of JoomShaper. Then you must also expect users to reply to you.

If you can't stand that, you're in the wrong forum and you're welcome to take your frustration and insults out on a punching bag.

What you say in just one sentence is JoomShaper bashing and damaging to the business. If you can't handle a friendly reply then you have my sincere pity. I will no longer stoop to this condescending level and wish you all the best for the future.

best regards

Eleanora

2 years ago

Hi Martin,

While I appreciate your help in solving 2 of my tickets, please don't take things out of proportion - and no, the great majority of issues is not from me not using the software incorrectly but issues, bugs, etc

As for your comment about hours on the weekend, humm I think you and I must have a very different concept of customer service, support and experience. [I've run customer experience teams].

Since data is a better truth than bias or opinions... I have had to create 12 tickets in the last week due to issues with EasyStore.

Of those...

1 took 2 days to get resolved by Joomshaper and a real issue.
1 took about 24 hrs - still not fixed by Joomshaper 6 days later (but coming in a next release sometime)
1 took less than 24 hrs - a setting that I missed out of 3 ;( [my mistake]
2 you answered and pointed me in the right direction [thank you]
2 still unanswered by Joomshaper 2 days later - (you replied to it: not solving the issue but not your fault)

1 where I found the solution 4-5 hrs later. Joomshaper replied that it was great that I found the answer.

4 are still not answered 1 day, 1 day, 1day and 4 days since posting.

And for your information, I have been a customer of Joomshaper for over at least 7 years now and I like their template, SP Page Builder etc while I like the fact they added a chat, every single time I used their chat for support they either asked that I post in the forum or said they passed it onto the team. [i.e. the chat never solved a single support single]. In my experience, it is not a support chat but more of a pre-sales chat which is fine, it's their choice to do that even if I would prefer it to be an omni-channel support service.

And yes Mirza, a customer too ;) - a passionnate one that likes JoomShaper but can also call things out when they are not doing things the right way.

Cheers,

Ofi Khan Staff

2 years ago

Hello Mirza

Please record a screencast and share with us. I will check the issues. But first, please check that you are on the latest stable version of EasyStore.

Best regards

Mirza Asked this

2 years ago

Hi Khan,

Thank you for your message. Please check the hidden content.

If you have any questions, don't hesitate to ask.

Best regards
Mirza

Mirza Asked this

2 years ago

And, did you try to add a picture to a product?

Mirza Asked this

2 years ago

Ofi Khan, how long do you need to attempt to upload a picture to a product?

Is it a week, a month, or a year?

Ofi Khan Staff

2 years ago

My sincere apology for the delay. I have uploaded an image to your "Test" product. You will see a white cat photo there. There are no issues while uploading the photo.