If you have followed me on Twitter in the last few months you may remember a tweet where I was very angry with 1 design company. I wasn’t much talkative about that issue at the time as it still wasn’t resolved. Now, a few months later, when everything is done I’ll share my story. And because I think some people may find this post as a bad review for this company (and I don’t want that) I’ll leave out their name and will only refer to them as the “Design Company”.

So it all began when I was in a need for a logo for my new start-up company. I googled for online logo designing companies and services and ended up with few of my favorites choices. From those favorites I decided to work with the company that had the best site design and not with the cheapest one.

I was asked to pay in advance (as with every other online purchase), and once the payment was made I received a link to a form where I entered all what I wanted from this logo. And then I waited, and waited, and waited for their reply. After a week I contacted them and received a reply saying that they have more work than they can handle and that they will start my project soon. So I waited again for a week. Still nothing! I contacted them the second time and realized that they will not be able to finish this logo for at least a month (which was not an option) so I requested a refund. They accepted it immediately and apologized for any inconvenience I might have because of it.

I found another company (The Logo Company - you should definitely check them) that made an excellent job with the logo and almost forgot about the refund. After 1 month I checked to see if I have received the refund and on my surprise I didn’t. I immediately contacted them to see what is the problem. They didn’t reply to my two direct e-mails to them so I wrote the third one where I said I will let “everyone” know how they have a bad customer relationship and bad service. Then they finally replied and were not happy about my last e-mail :) . So to make this story short we repeated this process two more times before I finally received my refund (this whole process was a very bad customer experience).

At the end I was told that this wasn’t really their fault but the fault of their e-commerce provider. And as it looks it was true as they really didn’t know I never received my refund, so I can’t blame that on them. But still I had to be impolite to receive their attention which was their fault. After my refund was issued I also received an e-mail from them with another apology and with a “gift” (lot of nice Web 2.0. buttons for my web site in many formats and also with their .psd files). As I was looking for such buttons I really appreciated getting them for free.

At the end I can only say that we were both unlucky with this whole situation. But I will not blame it on them. And I think they have shown that they care about their customers which is really what counts at the end.

And the only thing I regret here is being an ass before I new the cause for this whole problem.

Be patient people! :)

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