Visualsoft Recensioni 622

Visualsoft managed our website migration, picking up on a project that had many issues, none of which was any of their fault. Special mention for Project Manager Chloe Elvin, who managed timelines and deadlines exceptionally well and Tom Sweeney, who kept us all moving in the right direction.

Avoid at all costs unless you want to waste money. Visualsoft handled our website hosting/design, SEO, PPC 2019 and it was one issue after another. In the beginning it was great, but it was a slow decline after our original account managers left.

Constant website problems, slow communication, excuses instead of solutions, and zero accountability when things went wrong. We went through a total of 6 account managers due to staff turnover, constantly told there’s been a full account handover, yet didn’t have a clue about our business or account.

Simple updates were regularly delayed or met with “it can’t be done” or “pay extra” — despite being sold a package that included redesigns (we never received any redesign or equivalent).

Their PPC reporting was poor and often didn’t match what we were actually seeing in revenue. They couldn’t answer basic questions about the data, yet still claimed ROI was “great”. When questions, they just tried to bamboozle you with an excuse just to cover up their failings.

Social media was just as bad. Offers weren’t updated for months as requested, ads were low quality. In the end we removed their responsibility of designing our ads and provided our own. At one point they uploaded an ad with completely inappropriate sexualised music and blamed “AI” rather than taking responsibility, all of which damaging our reputation.

They even tried to push us to move to Shopify at approx 20-30K move because they couldn’t deliver functionality they already provide to other clients.
Since moving providers, performance improved quickly. That says it all.

To put it bluntly you are just one of many contracts that Visualsoft have, they will do the basic minimum work, put you on a shelf and take you off when they need to do some work for you (albeit minimal). 

Avoid at all costs and do your research before you tied into a contract with them. It seems their 5* reviews are usually for small work carried out, not full contract clients.

Signed me to a new contact, the moment I signed up they decide to shut down my website and cost me losses into close to 10s of thousands within 24 hours! I want my money back! I want my loss of earnings!

Lewis from Service Desk helped with enabling a few features on the website for us and was extremely efficient in his assistance and resolved everything we needed very quickly. Can't ask for a better service.

My business High Street Brands 4 Less has been with Visualsoft for 12 years. We have been impressed with all our interactions with the team at Visualsoft, but in particular Jonathan Allen who has been our Account Manager for the last few years. Jonathan has been incredibly attentive to our account, helping with our redesign and developing our website business to deliver triple digit growth. We have greatly valued Jonathan's support and commitment over this time. He is a great asset to the team at Visualsoft.

I’ve found our Account Manager Tom Sweeney to be incredibly helpful, supportive, and consistently available whenever we’ve needed guidance. His support throughout our transition from Visualsoft to Shopify has been excellent. He’s made what could have been a complex and stressful process feel smooth and manageable, always taking the time to answer questions, provide clear direction, and ensure everything stays on track. His proactive approach and commitment to our success have made a real difference, and we truly value his ongoing support.

We’re even willing to overlook his questionable choice in football team — Liverpool F.C. — because not everyone can be perfect!

Visualsoft has issued a mid -term price increase of 10%, no explanation and gave us 28 days notice. I responded with I do not agree to this price increase and give the same notice to quit our contract which is our right.

They came back to me with the following points from their contract and terms and conditions:
the in section 7.4. Visualsoft reserves the right to increase the Fees:" "7.4.2. for any factor beyond the control of Visualsoft, including foreign exchange fluctuations, increases in taxes and duties, and increases in labour, materials and other manufacturing costs.
4.2.3. A party may give written notice to the other party, not later than 90 days prior to the end of the Initial Term or the relevant Extended Term, to terminate the Contract at the end of the Initial Term or the relevant Extended Term, as the case may be.

They conveniently omitted their own clause:
7.4.1. on an annual basis with effect from each anniversary of the Commencement Date in line with the percentage increase in the Retail Prices Index in the preceding 12-month period, and the fi rst such increase may take eff ect at any time following the fi rst anniversary of the Commencement Date and shall be based on the latest available fi gure for the percentage increase in the Retail Prices Index;

I have presented 2 options:
1: cancel my contract from the beginning of the fee increase because it is not affordable
2: Continue at the same price until the end of my contract

I definitely will not be continuing using VisualSoft for any services. Glad I removed the auto renewal clause and they made this blooper before the end of the contract.

Caveat Emptor - Buyer Beware

Update - as I have challenged the clause they wish to rely on and asked for the working out of this clause and how they ascertained the 10% increase they have now ceased to communicate with me on this matter.

Hence I will only pay the agreed amount 10 months ago and wait for this to go to court.

There is no transparency from Visualsoft at all.

We had a PPC call scheduled for 11:00am this morning. I attended the meeting as agreed. PPC manager and VS Team failed to attend. No cancellation was issued and no notice was provided.

Given that we are still paying for this service, despite having already agreed to stop running PPC activity, I find this behaviour completely unacceptable. If the meeting was not going ahead, it should have been cancelled.

Failing that, the very minimum expectation is the common courtesy to attend a meeting that you arranged with a paying client. Not turning up without notice is unprofessional and further reinforces the ongoing concerns around how this account has been handled.

For the avoidance of doubt, if Visualsoft continues to invoice and collect payment under the contract, then our account remains active and subject to the full scope of services and account management obligations contained within that agreement. You cannot lawfully continue charging while simultaneously refusing to provide support, account management, or attendance at scheduled meetings.

If your position is that the account is no longer supported, then billing must cease immediately. If billing continues, then service delivery must continue. There is no third position. Contracted or not.

This is yet another example of the lack of organisation, accountability, and basic client care we have experienced.

I expect a full explanation for this failure and written confirmation of your position.

Regards,

I worked with Jay from the Service Desk on an issue I was unable to resolve myself. He handled the situation efficiently and with a high degree of professionalism. I really appreciate how quickly he got the job done!

Mark Geldart - Visualsoft Service Desk has provided excellent support

We had an error with our website communicating with our stock system but in the end it turnt out not to be related to visualsoft yet Mark still took the time to help us out and explain what we needed to do to fix it.

Thanks to Mark, knowledgeable and efficient. He dealt with our query with professionalism and kept us updated. Thanks Mark (Service Desk Team)

These guys keep shutting me down because their websites don't convert so I'm unable to pay my invoices. I've been contacted by a company called "The Real Agency" on many occasions so maybe time for a change. It's BFCM soon and I'm unable to run my campaign which would pay my invoices.

We had an issue with orders coming through from Debenhams to Visualsoft and Mark Geldart from the service desk team was quick in identifying the issue and getting a fix deployed in less than 24hrs. Cannot fault him enough with his top tier support and also his professionalism through-out.

Cannot fault VS's help desk team - everyone on the team is always great help and go above and beyond to resolve any issues - Mark & team (Service Desk) have recently helped us fix a major bug in one of our Marketing integrations. His replies were comprehensive and we received regular updates throughout the process. Really pleased.

Amazing experience with Carli and Harry at Visual Soft with organizing a photoshoot for our brand - the team worked efficiently and everything when so smoothly on the day. The results were absolutely fab - we can't wait to use the imagery for marketing and in house promotion.

Excellent service From Mark in the Service Desk Team,

Quick, helpful and answered my questions, very quick replies and sorted out the query I had within a quick time period.

If you’re considering using Visualsoft, my advice would be to run as fast as you can in the opposite direction. We were with VS for 12 years. To be fair, in the early days, they provided a good product at a reasonable price. However, as time went on, they gradually started charging extra for things that they had originally included as part of the package. The final straw was when they tripled(!) our agreed monthly support fee (which was already quite high) with only 2 weeks notice, asserting that they were "no longer offering" the product we originally signed up for. Be very aware that the amount that you originally agree to pay will very likely increase, and you either have to pay up or leave – they have you over a barrel.

FAILED WITH PPC. THEY COULD NOT BUY A SALE LET ALONE MAKE A SALE!!

Website was also poor to navigate around the back end and is outdated.

3 months after contract ended they are still trying to charge after mutually terminating the contract. THEIVES

SAVE YOUR TIME AND MONEY AND DO NOT SIGN UP WITH THESE!!!

ZERO RESULTS, LACK ANY URGENCY AND POOR CUSTOMER SERVICE.

SOMETHING TO NOTE, MOST OF THE POSITIVE REVIEWS ON HERE ARE REFERRING TO INTERNAL WEBSITE FIXES AND NOT PPC, MARKETING OR WEBSITE BUILDING!

Paul from service desk was really helpful in sorting out the issues.