Hello everyone,
I am writing this post today as a last resort to seek assistance with a critical issue affecting our business and, more importantly, our customers on this platform.
The Core Issue: An Unanswered Ticket and Customer Impact
Over three weeks ago, on August 17th, our resource "MaterialUI Theme" was deleted. This action was taken abruptly, without any final warning or reminder regarding an outstanding change request. We immediately opened a support ticket to understand our options for restoration. As of today, September 8th, we have still not received a single response.
This lack of communication has left us in an impossible situation. We have over 50 customers who purchased this resource and are now unable to access it. They are understandably frustrated, and we are fielding numerous complaints and refund requests daily. We are eager to resolve this, update our designs to be more compliant, and restore access for our paying customers, but we are completely blocked without any guidance from the support team.
It is important to note the basis of this situation. We have thoroughly reviewed the platform's Terms of Service and Resource Rules and can find no specific rule that prohibits a resource from having a similar overview presentation to another. The dispute originated with a DMCA claim. According to BuiltByBit’s own documented process, after we filed our counter-claim and 14 days elapsed without legal action from the claimant, our content should have been fully restored. Instead, a separate action was taken against us based on an internal policy, not a clear rule violation.
Concerns Over Fair and Equal Treatment
What makes this situation particularly concerning is the disparity in support times. We have seen clear evidence that the competitor involved in our initial dispute receives responses to their claims and tickets within a matter of hours. Our own customers have also confirmed that they receive timely support for their general inquiries. Yet, our ticket regarding a deleted resource and affected customers has been ignored for weeks. This gives us the strong impression that we are not being treated with the same priority or fairness as other members of the community.
Troubling Off-Platform Conduct and Perceived Bias
To provide full context for our situation, we need to mention some concerning off-platform conduct. We have received messages from the competitor involved where they describe actively working to undermine our sales and have stated this will continue.
This becomes more troubling when we consider that senior BuiltByBit staff, including the owner Mick, are present in this competitor's private Discord server.
We are not making direct accusations, but we hope it can be understood how this combination of factors — another merchant's hostile actions, preferential support times, and staff presence in private communities — leads to a strong perception of bias. We are concerned that the environment is not as fair and impartial as it should be for all sellers.
Our Request is Simple
We are not asking for special treatment. We are asking for a fair and timely resolution.
We have always aimed to be a constructive part of this community. We hope that by bringing this to public attention, we can finally get the assistance we need.
To any staff member who may be reading this, we would very much appreciate your help in reaching a resolution. Our unanswered ticket can be found here: Ticket #40029
Thank you for your time.
I am writing this post today as a last resort to seek assistance with a critical issue affecting our business and, more importantly, our customers on this platform.
The Core Issue: An Unanswered Ticket and Customer Impact
Over three weeks ago, on August 17th, our resource "MaterialUI Theme" was deleted. This action was taken abruptly, without any final warning or reminder regarding an outstanding change request. We immediately opened a support ticket to understand our options for restoration. As of today, September 8th, we have still not received a single response.
This lack of communication has left us in an impossible situation. We have over 50 customers who purchased this resource and are now unable to access it. They are understandably frustrated, and we are fielding numerous complaints and refund requests daily. We are eager to resolve this, update our designs to be more compliant, and restore access for our paying customers, but we are completely blocked without any guidance from the support team.
It is important to note the basis of this situation. We have thoroughly reviewed the platform's Terms of Service and Resource Rules and can find no specific rule that prohibits a resource from having a similar overview presentation to another. The dispute originated with a DMCA claim. According to BuiltByBit’s own documented process, after we filed our counter-claim and 14 days elapsed without legal action from the claimant, our content should have been fully restored. Instead, a separate action was taken against us based on an internal policy, not a clear rule violation.
Concerns Over Fair and Equal Treatment
What makes this situation particularly concerning is the disparity in support times. We have seen clear evidence that the competitor involved in our initial dispute receives responses to their claims and tickets within a matter of hours. Our own customers have also confirmed that they receive timely support for their general inquiries. Yet, our ticket regarding a deleted resource and affected customers has been ignored for weeks. This gives us the strong impression that we are not being treated with the same priority or fairness as other members of the community.
Troubling Off-Platform Conduct and Perceived Bias
To provide full context for our situation, we need to mention some concerning off-platform conduct. We have received messages from the competitor involved where they describe actively working to undermine our sales and have stated this will continue.
This becomes more troubling when we consider that senior BuiltByBit staff, including the owner Mick, are present in this competitor's private Discord server.
We are not making direct accusations, but we hope it can be understood how this combination of factors — another merchant's hostile actions, preferential support times, and staff presence in private communities — leads to a strong perception of bias. We are concerned that the environment is not as fair and impartial as it should be for all sellers.
Our Request is Simple
We are not asking for special treatment. We are asking for a fair and timely resolution.
- A response to our support ticket with a clear path forward.
- The ability to restore our resource so we can serve the customers who have already paid.
- An assurance from staff that all merchants on this platform are treated impartially and that concerns of bias will be taken seriously.
We have always aimed to be a constructive part of this community. We hope that by bringing this to public attention, we can finally get the assistance we need.
To any staff member who may be reading this, we would very much appreciate your help in reaching a resolution. Our unanswered ticket can be found here: Ticket #40029
Thank you for your time.
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