Title: Doesn’t Work; Refused Refund Last modified: December 21, 2016 --- # Doesn’t Work; Refused Refund * [laurazaki](https://wordpress.org/support/users/laurazaki/) * (@laurazaki) * [9 years, 5 months ago](https://wordpress.org/support/topic/doesnt-work-refused-refund/) * I purchased this over the weekend to build a video gallery for a client. I was unable to add any videos with apostrophes in the title of the video. I also could not get the galleries to accept more than 8 videos. I needed a gallery with 14 videos and every time I tried to add a 9th video, apostrophes or not, it did nothing. No errors.. nothing. * I followed the instructions and filed a refund request with the payment provider Two days later they replied and said to contact the developer directly to request a refund. The developers are now refusing me a refund because I won’t let them log in to my site to see it “not working.” I had a client deadline on Monday and when the plugin didn’t work over the weekend, I moved on and used a different solution to build a gallery for my client. I don’t want or need to spend any more time on this broken plugin. I just was a refund for the $79 license and they are saying they won’t because it’s against their policy. * It didn’t work for me. I just want a refund. If they don’t refund me I’ll file a complaint with my credit card company. * Come on guys. Just be honest. When there’s holes in your program and it becomes an issue for a customer, just let it go and give them the refund. Viewing 4 replies - 1 through 4 (of 4 total) * [support-huge-it](https://wordpress.org/support/users/support-huge-it/) * (@support-huge-it) * [9 years, 5 months ago](https://wordpress.org/support/topic/doesnt-work-refused-refund/#post-8576423) * Thanks for contacting us [@laurazaki](https://wordpress.org/support/users/laurazaki/). Let me mention that one of our support staff representatives have established to speak to you via email and submit a ticket. * We have tested both mentioned issues at our end and were not able to detect the mentioned issues. This looks like a conflict either with the theme or one of third party plugins available on your website. For this case, you may deactivate plugins one by one and test the mentioned issues and see if there is an actual conflict. Otherwise, just switch the current theme to standard WordPress theme. * We will gladly refund you had we a chance to imitate the same issue at our end and actually detect the mentioned points, as we said we have been testing the plugin and detect no issue, yet we would have needed the plugin list of yours, website domain, theme you use – as we said this issue could be a website specific one that we will need to fix for you individually. * Thread Starter [laurazaki](https://wordpress.org/support/users/laurazaki/) * (@laurazaki) * [9 years, 5 months ago](https://wordpress.org/support/topic/doesnt-work-refused-refund/#post-8576773) * I am not changing themes or testing any other plugins. This project is complete. We are not using the plugin – because it did not work when we needed it to. I just want a refund. If you don’t issue one already I will followup with my credit card company and not you. * [support-huge-it](https://wordpress.org/support/users/support-huge-it/) * (@support-huge-it) * [9 years, 5 months ago](https://wordpress.org/support/topic/doesnt-work-refused-refund/#post-8580880) * Dear [@laurazaki](https://wordpress.org/support/users/laurazaki/), * It is perfectly normal to have issues with themes and plugins sometimes. The code and coding process has never been 100% perfect and within the community there are a lot of volunteers trying to contribute and help in order to fix issues. As we said previously the mentioned issues have not been discovered at our end and we are sure that that the issue is connected with either your plugins combination or the theme. We obviously understand that there is no chance to suggest you to actually change your theme forever , but we just offer to change it for the sake of testing process in order to be sure that the conflict comes either from a plugin or a theme. Then you will understand the root of the issue and move on with the fix. Once again , the issue is site specific. We may suggest you to have a Skype call or a video chat conference, such as Team Viewer. * We also understand that you have made and finished the project, but the refund is not possible in this case, due to the fact that it technically does not meet our privacy policy. In the PP page it is clearly stated that we suggest clients and users to allow us to check whether the issue comes from our plugins and try to fix it within 24 hours, if not possible, THEN handle a refund. In this case you refused to cooperate from the start, which is clear from your first comment. We are sorry about that, yet still open to help. * P.S. Please, feel free to open a dispute with the bank or PayPal. Let them handle the situation. * Thank you and once again, sorry for all the frustration. * PP. S . Take a note that the directory and repository are for the free versions of the plugins only and issues with billing and refunds can be discussed by email or forums on our website. Thank you and have a great day! * [gailr](https://wordpress.org/support/users/gailr/) * (@gailr) * [9 years, 2 months ago](https://wordpress.org/support/topic/doesnt-work-refused-refund/#post-8960258) * Huge-IT you are liars. The apostrophe is an issue and you know it based on the two hours of mine you just wasted. Rather than admit it was a bug, you were going to send me a new zip file with the fix “just for me”. When I continued to press you, you disconnected me and won’t send me the bug fix. At least you sent me a refund… All I can say now is that I extra upset since you obviously knew about this issue 3 months ago. Viewing 4 replies - 1 through 4 (of 4 total) The topic ‘Doesn’t Work; Refused Refund’ is closed to new replies. * ![](https://s.w.org/plugins/geopattern-icon/gallery-video_30abb3.svg) * [Gallery - Video Gallery and Youtube Gallery](https://wordpress.org/plugins/gallery-video/) * [Frequently Asked Questions](https://wordpress.org/plugins/gallery-video/#faq) * [Support Threads](https://wordpress.org/support/plugin/gallery-video/) * [Active Topics](https://wordpress.org/support/plugin/gallery-video/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/gallery-video/unresolved/) * [Reviews](https://wordpress.org/support/plugin/gallery-video/reviews/) * 4 replies * 3 participants * Last reply from: [gailr](https://wordpress.org/support/users/gailr/) * Last activity: [9 years, 2 months ago](https://wordpress.org/support/topic/doesnt-work-refused-refund/#post-8960258)