After seeing adverts offering a logo design & website creation service at www.logodesignguarantee.co.uk I spoke to them by phone on 19th September & asked them to create a logo for my proposed new business and construct a website to my specifications. The agreed price was £599 for the website & £25 for the logo design.
As this type of work is beyond my capabiies, I relied total on their website boast of a full money back guarantee if I was not satisfied with their work.
I paid by Natwest debit card the £624 by phone, but on receiving my bank statement some time later, I found they had converted the amount into USD, with my bank making an additional charge of £6.52 making a total of £630.52.
I had no prior knowledge of the Dollar conversion, nor did I give my consent.
This firm also trades as www.logodesignguaranteee.com in the United States
Both the logo design service & website construction was being done by email, but despite my very clear requirements they did not provide a suitable logo for the type of business.
I then provided a proof of a picture I wanted for a logo, together with a request to add to it a little to make it unique, which they did.
Soon afterwards they started to submit outlines for the proposed website, but I was quickly disillusioned. They simply did not grasp the concept of the type of website I wanted, despite me showing them a competitor site that was an ideal base to work from.
I emailed them twice, asking to speak directly to the designated designer & phoned them with the same request. I could not get past the phone operator, she said she would pass on a message, but that was not acceptable, I wanted to speak directly to the designer to convey & make clear the concept for the site I wanted.
They were still submitting revisions, but they contained incorrect spelling and were not in line with what I required.
Eventually on 17th October I cancelled the site by email and asked for a full refund as advertised on their website. Later that day a lady called Janet phoned me to try to change my mind, but I refused as I was convinced they simply did not understand my requirements and would not discuss by phone. She then said a refund would take between 5-21 days.
I waited patiently until 7th November and requested the refund. I have received auto acknowledgements of my emails but nothing else.
In fact I have since found on their website that if any customer is not happy they will make refunds in 5 days.
This is stated under “process” how it works item 4 “immediate refund within 5 days”
Their guarantee is quite explicit, they will make refunds if a customer is unhappy. This guarantee lasts for 180 days.
Apart from the auto acknowledgements, Logo Design have chosen to completely ignore my repeated email requests for a refund.
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