Sept 19 we placed an order for logo design creation. Ordered the 'Elite logo package' which is marketed as the client receiving 12 custom logo designs, etc plus unlimited redraws with a turnaround time of 1-3 days. After 3 days and having received nothing from the company an email was sent to the credit card processor and shortly afterwards 12 specimen logos were sent.
A request for a redraw was made and the following message was received:
Thank you for the email and your comments.
We have informed our designers about your request. We aim to send you the improved logos within 2 working days.
We are happy to provide you as many numbers of revisions as you want. We strive to make our customer fully satisfied.
Thank you,
25poundlogo Customer Services
This letter was received on Tuesday Sept 30
Since this day we have sent at least 10 emails (ALL unanswered) and have visited the online 'live support' and have communicated with "Mark" who odly enough has told us the following on at least 3 separate occasions: Below is exact transcript from 'live support'
Thu, October 23
John:
where is our logo?
Call accepted by operator Mark. Currently in room: Mark.
Mark:
Hello John
Mark:
Can I please take your email address and your company name?
John:
mark you have been communicating with my staff already.
John:
my email address is [email protected]
Mark:
ok thank you please wait a minute I will check this now.
John:
the order was placed from the email address [email protected]
Mark:
your order is under processing we assure you to send your order with in 48 hours.
John:
Mark my staff has been told on 4 separate times by YOU to expect this logon within
12 hours, 24 hours and 48 hours. What is going on? The truth please!
Mark:
we are sorry for delay
John:
I think you are a scam, you are always sorry for delay yet you continue to make
false promises! Who is in charge of your customer service?
Mark:
Actually we had several staff unwell hence we could not attained much order we
assure you to send your order with in given time frame.
John:
Mark do you recall communicating with Elena?
Mark:
Yes sure John
Mark:
we will keep you in top priority and work accordingly
John:
do you recall how your last interaction ended?
John:
helllllllllllloooooooooooo
Mark:
Yes sure John
Mark:
I will forward your message to our supervisor now.
John:
Mark what is the name of your supervisor?
Mark:
I am not sure which one of them will contract you. You will know via email.
Mark:
Thank you for your wonderful cooperation
John:
Thats what you told Elena 3 days ago, yet no one called or emailed!
John:
YOu do NOT have my "wonderful cooperation" Mark. Your company has cost me money
already as a consequence of your continued delays!
Mark:
we assure you to deliver your logo in given time frame and make you happy with
wonderful logos
John:
you have already FAR surpassed SEVERAL given time frames Mark! SEVERAL!
Mark:
We assure you not to let you down this time around
Mark:
We are here at your service every time via live chat
John:
Which one of your supervisors will be contacting us?
Mark:
I am not sure John
John:
who is in charge?
Mark:
I assure you one of our supervisor will contract you as soon as they receive this
message.
John:
Mark this is what you told ELENA several days ago.in fact you told her that one of
your supervisors will contact her within 12 hours! This never happened. No email,
no phone call nothing! Just promises of 12 hours, 24, hours, 48 hours, and this has
been the case for several weeks! If you were in my position what would you do? What
would you think? How would you feel?
Mark:
I am very sorry I assure you to give best result with in given time frame
John:
And just for the record what is that time frame again? Even though you did not
answer my question at all!
Mark:
we assure you to send your logo with in 24 hours now
John:
ahhh Ok, I'm sure I can rely on your assurance for about the 8th time.
Mark:
Thank you John
Not sure if you can help rip off report, but sometimes bad ink inspires people to do the right thing.
Unfortunately our experience with this company has been horrible and we entered into this relationship in good faith. As it stands all of our communications are ignored. No refund, no response, no logo. They have our $ and everything thus far appears to be a scam.
Thank you,
Elena
Elena
london England
United Kingdom
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