Client Review on Horton Group - Web Design, Inbound Marketing

Feedback:

I hired Horton to do a simple logo refresh. They required $500, upfront, so I expected at the very least some excellent customer service. I was wrong. The gentlemen I was working with took their sweet time in communicating with me after they already took my money. I had to initiate just about every conversation to figure out what the heck was going on over there and didn't feel they took an initiative to get my project scheduled. The communication was elementary at best. Anyway, the 1st round of designs were childish and looked like they were put together in 10 minutes. None of the 4 items I asked for were applied to any of the designs as if no one was even listening in the consultation meeting, which they charge $100 for by the way. My current design still looked way better but I sent my honest feedback in hopes they would get it. They didn't. After a month of waiting, the 2nd round of designs left me extremely disappointed. At this point I decided it was time to move on and spoke with the designer to explain the situation and negotiate a refund. At first they denied any refund as if they thought their "time" was sufficient enough. I told them that without a comparable result, I wasn't paying the full amount and since communication was horrible and the artist/client connection was already not working, I wasn't going to gamble an more time with a 3rd round. I told them that if I had to hold their hand during this process and repeat my self 5 times every step of the way, what's the point in hiring outside work if it doesn't save me time? The designer said he would consult his boss about a refund and call me back promptly. He didn't. After a week I eventually had to speak to someone higher up the chain to get any realistic customer service. At this point I was not happy. However, in the end I was refunded my full payment of $500, something I didn't expect as I was willing to settle for a partial refund. I give three stars for lack of even elementary communication, poor design, time wasted but a full refund. If I ever work with them again and have a better experience I'm willing to adjust this review. For now, I'll be seeking out someone who can at the very least listen and communicate better.