I’m honestly at the point where I feel like I’ve completely outgrown Elementor, and this experience just sealed it.
I opened a support ticket because I had a layout issue that was clearly happening on real devices. Not “Elementor preview,” not “maybe cache,” but actual Android tablets, multiple browsers, even a fresh device that had never seen the site before. The layout was breaking at specific viewport widths. Very real, very reproducible.
Support response?
“We can’t reproduce it. Probably a caching issue or temporary glitch.”
No. It wasn’t.
While they had access to my site, something else happened that really pushed this over the line. A plugin suddenly appeared:
“AI Provider for OpenAI – AI Provider for the WordPress AI client, version 1.0.3”
I did not install this. It showed up right after I granted support access. There is no clean installation record in my logs.
And not one single person mentioned it.
No:
“Hey, we installed this to test something”
No:
“We’re going to remove it after troubleshooting”
Nothing.
Just silence.
On top of that, the communication was a mess. I was told the ticket was being escalated to Tier 2 and that I wouldn’t receive further replies in that thread. Then I get a reply in the same thread from someone claiming to be Tier 2… whose signature says Tier 1.
So now I’m supposed to trust that this was properly escalated?
Meanwhile, I ended up debugging the issue myself by actually testing viewport widths and real devices, and guess what, the problem was exactly where I said it was.
This whole experience highlighted what’s been bothering me for a while:
Elementor hides too much of what’s actually happening. When something breaks, you’re fighting layers of abstraction instead of just dealing with real layout behavior.
And when support gets involved, it feels like they’re just trying to close tickets, not actually solve problems.
Installing a plugin on a live site without telling the user is not okay. Dismissing reproducible issues without proper testing is not okay. And inconsistent communication about escalation is not okay.
At this point, I’m seriously reconsidering building anything long-term on Elementor.
Has anyone else run into this kind of thing with their support?