The theme we purchased from them a year ago through ThemeForest from them is very slow and in particular media library takes a very long time to load images.
I explained the problem to them of the theme being slow and in particular the theme media library being the issue. When we emailed them about this we even gave them WordPress admin login details so they could access the CMS to investigate.
All they have come back with in 3 days is a generic message and advised we add a Cache plugin, we already have caching on the site which they would have seen if they had bothered to login and check first.
I’ve sent them reminder emails and still no additional feedback in over 48 hours.