How did your relationship with the vendor evolve?
Within the first few days of our partnership, we stopped getting any updates from their team. We sent them a few emails raising our concern about the lack of communication and asking them to elaborate on what they’re working on. We never received a reply, so we began searching our site to see what had been implemented.
We referenced our project management tool, Basecamp, to see the project’s progress. It was clear that they hadn’t completed the majority of the task-list and most things were listed as days, or even weeks, overdue.
How did PageTraffic address the challenges that arose?
When I called to terminate our contract and request a refund, they asked if they could complete the work in the last few days of the month. I said no because they were supposed to provide an entire month of service.
In addition to refusing to refund us, I’ve received another invoice because they never canceled our contract. I sent them several emails, and they never replied. So, I had to dispute the payments on PayPal. Since then, I’ve received a few emails from them claiming that they can’t refund me because of the disputes to the payments. However, they also have tried to justify the lack of service with PayPal.
In what specific areas can they improve?
They need to learn that the customer is important. They could have addressed the situation differently by reporting that they were having issues. They need to improve their communication.
What advice do you have for clients with similar needs to yours?
Although they offer a great price, it’s worth it to spend a little more to get what you need. We’ve learned that you get what you pay for. We’ve recently found another partner on Clutch and are looking forward to that partnership.