Hello,
I have purchased your premium Vantage theme twice now and have not received any products whatsoever. After using two different bank cards with funds in, neither worked. Thought i’de try to see if it was a problem my side; it wasn’t.
To clarify, these items are shown on two separate bank statements which state that they have been paid for twice. I would like the products I have paid for, and ideally one of the purchases refunded as I have not received any downloads for either purchase.
Screenshots of my purchase are available on request for your reference. This is now urgent re: deadlines so hope something can be resolved by you emailing me the downloads as your system said it would / have following typing my order number in to locate and retrieve the files. You systems says that this has been doesn; it hasn’t.
FYI, your system stated that my files had been located and emailed to the specified address (as documented in the following screenshots) on two separate occasions (two payments – no products) following confirming the order number, however, I have not been emailed anything. Could you please send these to me via email ASAP please.
Thanks in advance.
I look forward to your reply!
On a separate note, contacting you about this has been difficult too, as previous emails have bounced back, so have resorted to notifying you via your forum.
Thanks in advance.
Matt
Two purchases, no products…
This is our free support forum. Replies can take several days. If you need fast email support, please purchase a SiteOrigin Premium license.
Hi Matt
Sorry to hear about the hassle. Please email me on [email protected] with your purchasing PayPal email address and I’ll sort it all out.
Thanks Andrew, i’ve emailed the details of my orders as requested to [email protected]
I look forward to your response.
Thanks in advance.
I’m not sure we’ve received any mails of this nature. Did the email bounce? Alternatively you can list your PayPal email address here and I’ll delete it shortly.
Hi Andrew,
No it didn’t bounce. All details should be in your [email protected] email account as requested.
To clarify, I did not pay with a ‘PayPal account’, I paid using PayPal twice with two separate debit cards.
Really need these files ASAP; this is now urgent. I look forward to a quick response and this matter resolved.
Thanks in advance.
Still no mail from you on our side. Please post your email address to mail to and PayPal email address if it’s different and I’ll email you.
Pulled your email address from your user account. Sent your order number now.
Just sent; thanks in advance.
There are two order numbers; I have just sent both. I have provided instructions for each order (1 x sent to the affiliated email address and the other refunded) – see email for details.
Thank you.
Did you receive the email I sent you? I still haven’t received any emails from you at [email protected]. Not sure what might be going on there.
I have sent several, still no response. Will resend now. Please let me know if you recieve them OK. This is now really urgent and have been without my files for over a week now following two purchases! :-(
All seven emails have been resent to you. Could you please prioritise my query as this is taking far to long to resolve. Thanks in advance.
Hi. I’m on support, both forum and email daily, even over this past weekend. The lack of response is unfortunately due to not seeing any mails yet. Please won’t you try my personal address at [removed] – we’ll see if we can get this resolved that way. Thanks for your patience.
Many thanks Andrew, hope we can get this resolved ASAP. To confirm, I have forwarded all prior emails to your personal email account ([email protected]). Thank you.
Thanks, received. I sent your Vantage Premium file now and have requested a refund for your second order.
Thank you for your perseverance; has been noted. Could you please advise the best way to install as the ‘vantage’ directory already exists. Shall I simply replace the vantage folder with the new responsive files?
Thanks in advance. Almost there! :-)
Glad we got there. Your second order has been refunded. The easiest way to upgrade is to head to Appearance > Premium Upgrade and click Already Paid top right. You can then insert your order number.
Alternatively here is out tutorial on manually upgrading with the ZIP file: https://siteorigin.com/basics/updating-theme-from-zip/
same problem Here i need a refund of one purchase. and i have nothing showing in my email. im not liking this experience. please get back to me asap. i need the confirmation
Hi dodoiyetv. Apologies for the hassle. Please send through a mail [email protected] if yo haven’t done so already and we’ll resolve the problem.