Layou not customizable

Hello, I found a problem in customizing the layout because by going to "Appearance"> Theme "Organic Food"> Layout for example when I create a new layout and I customize a possible structure and then SAVE, I automatically cancels the layout without work. how can I fix it so that I can use the customization tool?
Ask you please to support the answer, I have a problem I have to solve, customizing the layout does not work!
Hi, Can you please email us your site info (admin account and ftp account) to check this issue? [email protected] Thank you,
What the heck? Why can't they answer these crucial problems? I'm having the same problem but the support here sucks! Come on DrupalExp, support your product. We bought the template fully expecting support.