Web Design Lane

Refuses to Honour Own Terms and Conditions, Unprofessional, No integrity – I don’t like leaving bad reviews, and Ive never left one until now. Im non-confrontational by nature and would rather avoid the stress. But on this occasion its been that bad that its basically negligent of me not too. This company has no integrity. In short, if you are thinking of working with Web Design Lane, I recommend you not to have anything… Read more

to do with them. It wasn’t until I saw other bad reviews with similar experiences that I realised they must do this frequently. I wish I had done my due diligence and checked reviews before signing up with them.

So in my case this is what happened. Im a small business owner wanting to update our website on shopify. I was told that web design lane could meet my needs and that not only would they exceed my expectations, they had a 100% refund policy for peace of mind. THIS was key to me making my decision and [Name Removed] emphasised this emphatically multiple times. (Ive attached screenshots of online chat transcript for proof). A proposal was sent to me with terms and conditions at the bottom. I read them and they were clear and to the point and aligned with exactly what [Name Removed] had said. I therefore proceeded to pay $2599 for their services. Worst decision I could have made, because now I cannot get my money back. After 4 months of very poor communication, refusal to understand simple requests over the phone, missed appointments when I was promised call backs which never eventuated, and below average quality of work when they did work, I began to question the competence and professionalism of the company. ([Names Removed] were the 3 I dealt with, [Name Removed] was especially hard to work with, he was abrasive and simple instructions were ignored repeatedly but [Name Removed] was the worst) The problem with me is that Im too patient and this went on for 4 months!

So after all this I decided I would take a refund and cancel the project. After requesting this, multiple times I was told someone would contact me in the next few days, but again I wouldn’t hear from anyone. I had to ask again repeatedly by email, and tell them that I had cancelled the project indefinitely. This carried on for 2 - 3 weeks. Finally [Name Removed] from billing called and informed me that they would give me an 80% refund and that it would take 30 days to process. I told him this wasn’t acceptable given their own terms and conditions. As it “turns out” however, they claim to have another set of terms and conditions on their website which states that a 100% refund is promised for 30 days only. I was not referred to this once! And the proposal I signed had no reference to this clause! (Ive attached screenshots of the proposal I was sent and signed) However [Name Removed] abjectly refused a full refund. I opened a credit card dispute however because of the lapsed time Amex wouldn’t investigate further. Now [Name Removed] does not reply to my emails and phone calls and has refused an 80% refund. Like I said, this company has no integrity.

(Incidentally [Name Removed] was the most rude person I’ve dealt with in business to date. He was sarcastic, didn’t hide his smirks when I demanded a refund as promised by [Name Removed] and flatly denied my requests to look at the proposal I originally signed or the chat transcript with [Name Removed] on Day 1. I still don’t know if he’s read it because he’s ghosted me. I have been respectful and polite throughout the ordeal.)

This whole experience has added to the stress that has majorly affected my health.

Why would anyone leave a 5 star review then? If everything goes to plan and you’re satisfied with their low quality of work, then you may not experience what I and others have. Its when things don’t go to plan that you really learn what this company is like.