xtremely disappointing support from Pixel Union / Out of the Sandbox. I received a DMCA notice from Shopify stating my store was using an unlicensed Flex theme. Their support team told me t... See more
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Imagine DMCAing your own customers and… Imagine DMCAing your own customers and them not seeing the notice till it's too late and shopify shuts the entire site down. That's what Outofthesandbox lov... See more
Company replied
Imagine DMCAing your own customers and them not seeing the notice till it's too late and shopify shuts the entire site down. That's what Outofthesandbox loves to do. If you're using one of their t... See more
Company replied
Flex is one of the most expensive themes out there. OOTS staff is arrogant, reply takes up to a week, almost no problems solved. The last episode was a guy who gave himself access through a collaborat... See more
Company replied
Company details
Written by the company
Discover why our stunning Shopify themes are the most popular and best reviewed Shopify ecommerce themes — ever. Build your dream online store today with our feature rich Shopify themes.
Contact info
Canada
- outofthesandbox.com
1.4
Bad
45 reviews
Replied to 75% of negative reviews
Typically replies within 1 week
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The worst customer service I've ever seen
The worst customer service I've ever seen, they don't help with anything. If your theme has glitches and it doesn't perform as it should, just know that they will not even bother trying to help, no matter how many emails you send them. The turbo theme has many glitches and they simply don't care.
February 19, 2022
Unprompted review
Reply from Out of the Sandbox
Hi Nuno,
Thank you for sharing your experience with our support.
For clarity, our Turbo theme is a premium product designed to meet all performance and quality requirements set by Shopify. When issues do arise, our team investigates and assists within the scope of theme functionality as outlined in the policies listed on our website.
Issues within the theme are often caused by customizations or third-party integrations, which are outside our scope of support. In these cases, we recommend working with a Shopify Expert to diagnose and troubleshoot compatibility issues between the theme and third-party apps/and or custom code.
If you’re still experiencing issues with the theme, please submit a support request via Help Center.
Regards,
Out Of The Sandbox
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Great themes, amazing support
The Turbo theme is great - all you need is some good looking photos, and it looks like it was custom developed by a high-grade agency.
The customer service is even better. I just noticed something looking off on my product pages, so I sent in a support request. It took maybe 15 minutes for Johnathon to get back to me with an explanation of what was going on (an issue with a change Shopify made) and three lines of codes plus very clear directions on where to put them that solved the problem immediately.
Especially considering the fact that I'm not going to need to buy another Shopify theme anytime soon, so they're not going to make any more money from me, I'm really blown away by the level of service. This is a business that really respects its customers.
November 18, 2021
Unprompted review
Reply from Out of the Sandbox
Hi Alex,
Thank you very much for your positive feedback on the Turbo theme and for sharing your experience with our support team!
Regards,
Out Of The Sandbox
Bad support
Bad support. I never receive any response from these guys. The Flex theme is so bad. There is a lot of issue!! I want to get the refund!!!!
November 15, 2021
Unprompted review
Reply from Out of the Sandbox
Hi David,
If you purchased the theme through our site, refund requests must meet the criteria outlined in the refund policy listed on our website.
If you have not heard back from our support team after submitting a request through our Help Center, it’s possible that your mail provider may be blocking our outgoing messages.
If you’re still experiencing issues with the theme, please reach out to us via our Help Center and use an alternate email with a different domain from your previously used email address.
Regards,
Out Of The Sandbox
Turbo Theme Review
I was extremely happy when i purchased turbo theme based on the amount of articles i read on many blogs, everything was going fine in the first beginning untill i discovered that many of my customers couldn't reach the checkout page, i contacted the out of the sandbox support but no answer at all, i posted on their forums, no answer at all, all their support funnels are dead.
I hired a developer on fiverr who told me that turbo uses a script to accelerate the speed between pages but this script causes lot of issues, and this is why reaching the checkout on some devices was not possible, the developer told me that turbo theme is one of the worst theme on shopify unlike how advertised. I posted that review on their site and they seem to remove any negative review about their theme.
Be aware merchants, this company doesn’t care about their clients and seems to be fake, and their main intention is getting your money out of your wallet, once you reach out for help, they will shut you down.
April 6, 2021
Unprompted review
Reply from Out of the Sandbox
Hi Joseph,
For clarity, our Turbo theme meets all performance and compatibility standards as set by Shopify, and our development team releases new theme versions and updates as required by Shopify and to keep our themes as performant as possible.
If your customers are unable to reach the checkout within the store, this issue is likely caused by customizations that have been made to the theme’s code or by third-party apps.
Issues caused by third-party apps or modifications are outside the scope of our support as outlined in our Support Policy.
If you’ve reached out to our support team via the Help Center on our website and did not receive a response, it’s likely that our outgoing messages are being blocked by your mail provider.
If you’re still experiencing issues with the theme, please submit a new request through our Help Center using an alternate email that contains a domain that is different from the previously used email.
Regards,
Out Of The Sandbox
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