My experience with TheLogoLoft is similar to another here. I entrusted with my time and money TheLogoLoft to design a logo for my website. They took my $259.00 via VISA on February 24th with a promise to deliver proof logos three days later after a telephone consultation with designers.
While I suppose that they are simply suffering from growing pains and a lot of good press on a similarly named company with a good reputation called logoworks, their ability to even process your order is a sign of nothing but bad things to come, for you see, it took them 3 business days just to process the order and tell me I had paid my money!!!
So, I get this email that says my "proofs" will be available for review within 3 more business days! Whoa! That's 3 days later than their website promised but theres MUCH more...
After 5 business days have elapsed and I see zero in my customer center, I call thelogoloft and ask as to why my work has not been even worked on. I am assured that my logos will be posted that evening. They aren't.
On the 6th business day, I call up and express my displeasure about how it took them 3 days to process my order which is ethically bankrupt when they tell you on their site that the first concepts will be ready in 3 days and I cancel my order and request a refund. They say they will process a refund.
Yesterday, I called thelogoloft and was told my order would be refunded via check and that I can expect to recieve a check in the mail in 10-15 business days. Wait! I paid by VISA! 11 days have passed. Why are you writing me a check?"This is our company policy" they say.
Apparently, they have failed to understand the terms of their merchant VISA account and perhaps they need to be reminded of it. The refund is supposed to happen to my visa account, not via a snail-mail check that I will surely never get.
Yesterday, I took the opportunity to actually file a complaint with the BBB about thelogoloft and of course, they have a whole slew of complaints against them, more than I have ever seen for any online company. Most of them are closed complaints that indicate the customers were offered partial refunds that the customer did not find acceptable.
Since VISA requires full refunds, If I get a check at all, it will be for a lesser amount than I paid. There are three reasons for this conclusion:
1. The company would have to pay a discount on my visa payment when I made it, automatically losing a certain amount of money, yet boosting their overall balance of visa transactions to qualify them for a lower processing rate.
2. They wish to recover this discount rate applied to their ineptness and writing me a check for a lesser amount accomplishes this.
3."The Logo Loft Inc. Is committed to designing a new logo for you that you will be completely satisfied with. At any time before requesting your first round of revisions, you may request to have all work stopped and your money refunded (less a $75 service and processing fee for all refunds). Refunds will be processed within 2-5 business days of your request."
Basically, they tell you in their terms of service that they intend to charge you $75.00 for doing nothing.
Yes, I also intend to contact Bank of America when I see the entry on my statement, turn the tides and let them fight for MY money.
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