Can anyone advise on contacting Zemez for Roxxe theme support?

Shopify Discussion
1

Has anyone used the Roxxe theme by Zemez?

I purchased the theme and signed up for a monthly subscription.

I created my store and all products offering different scented products do not have a cart button.

Im in Australia and they are in the ILUS and they are unresponsive.

Im losing money and don’t want to cancel my Shopify account because I’ve used alternative themes and don’t like them.

I don’t want to pay someone to fix this just know how I get in contact with them as I have two tickets open and no replies.

there is no contact number for Zemez either.

I paid for 12 months support and I’m getting nothing.

I am surprised Shopify allow this company to operate.

Has anyone had this issue before that can offer some advice as I’m feeling robbed especially during hard times during the COVID pandemic.

Cheers

2

Hi there @shanedennisc , thanks so much for reaching out here.

I am sorry to hear you are experiencing issues with both this theme and with the support provided by the developers. This theme has not come from our official Shopify Theme Store and therefore it is not a theme made by Shopify nor one of our theme partners. Any themes added to a store from outside our official theme store have come from a developer outside of our supported network of trusted developers. Only themes that meet our requirements for both functionality and providing support for purchasers are allowed to sell via our theme store, unfortunately we do often see developers outside of the correct channels and they do not provide basic support a lot of the time.

You mentioned you have created some support tickets with this developer already, and although this is not a theme we provide support for I did have a look and have found this page that appears to have Facebook messenger contact with the Zemez support team, perhaps this may prove more useful for you.

Going forward I would recommend sticking to themes from the official theme store only, we even have free themes there that are created by and supported by Shopify! Best of luck going forward.

3

Hi there, @shanedennisc! This is Jacob from Zemez team. Thank you for your message! Unfortunately, we have not placed our themes on Shopify.com yet. That is why we couldn’t see you message here. However, we will be glad to provide all the details regarding your request.

We always keep our templates posted with the latest developments and follow trends in web technology. We’ve also included free technical assistance in your purchase. If you face any difficulties, our most experienced specialists would be happy to provide professional technical support via live chat or over the ticket system at no extra cost.

Depending on where you ordered our theme, you can get full technical support by different means. It seems that you purchased the template on Envato: https://themeforest.net/item/roxxe-responsive-multipurpose-shopify-theme/26554507. There you can find “Support” tab on a product page: https://prnt.sc/DATGC_M5UnlS > https://prnt.sc/pRfLJM0hb4TE.

Besides, you can contact us via official website: https://zemez.io/get-in-touch/. There you can choose between chat or email help options.

Unfortunately, we can not identify your order now. Thus we will need your invoice or purchase code to provide further assistance. Feel free to contact us anytime. Our company is a team of professionals in the sphere of website creation - you can rely on us!

Best regards,
Zemez Team