Complaint Review: LogoWorks

April 2007, I contracted services with LogoWorks to design a logo for me. I asked whether they had experience designing caricatures (since I didn't see any on their site) and the first two project managers assured me that they could. They also promised me a 3-day turnaround.

In three days, I did get samples but none of which I liked. The dogs looked liked bears (Boo Boo and Yogi) and they gave me samples with cars that resembled cars a gangster would drive. I called my project manager to let him know that I didn't like the samples, but I ended up speaking with another project manager for some reason. I told him verbally that I didn't like the samples and wanted a refund, but he convinced me that they could revise it to my liking. He also advised that I put my comments in writing based on what he told me to say.
Well, like a complete idiot, I allowed them to attempt a revision, another, and yet another until finally I asked for a refund. It did not dawn on me that I was being tricked into putting the request in writing so that they could say that I was the one who made the request. This way, they would NOT have to acknowledge that they manipulated me into allowing revision after revision. I must have spoken with at least four or five project managers who kept telling me what to say and to put it in writing. I even asked whether they had at least one designer who could draw a "cute", happy dog in caricature form. Of course, they continued to tell me they could. Finally, I told one of the many project managers I had spoken with that this was the last revision, after which I wanted my money back. He told me not to worry, that he definitely had someone that could do the work for me.

After 2 or 3 weeks passed by, I, once again, asked for a refund. Of course, they refused to give me a refund. After several emails and conversations with countless people in customer service, they offered me only half of my money back. After the problems they have caused me, I felt that a mere $200 was insulting and unacceptable, so I countered with $325, allowing them to take their $75 fee, which they declined.

I have been obviously manipulated into revision after revision, including being manipulated into putting into writing what to say. I have lost nearly three months of precious time unable to get my business off the ground due to false promises and inability on the part of LogoWorks to design a logo in caricature form. I cannot place ads. I cannot have my brochures or website designed. I am at a complete stand still, having lost precious time and money everyday. I am ANGRY, and I am EXTREMELY DISAPPOINTED!!!

I have written everyone in the company, including the president & CEO, Morgan Lynch, and even he never responded. He will not accept my calls and he will not reply to my emails. The people who answer the 800 number continually screen my calls, leaving me on hold for as long as 5 minutes or until I hang up. On June 29, I called and asked for the operating officer, Rob Marsh, and once again I was not transferred over to him or his office but was placed on hold for over three minutes.
Finally, in June 2007, I filed a complaint with the Better Business Bureau, only to later discover that they are not a member. Through the BBB, I told them that I was willing to accept $275 because I am in dire need of my money back. LogoWorks' initial response to the BBB complaint was a complete lie, failing to acknowledge that their project managers told me what to say in the comments so it would look as though I made the request. Further, they never responded to my counter offer.
I dont care how big this company is, they have treated me with blatant unprofessionalism and disrespect. In my opinion and experience with them, they are no better than any crook or thief, and anyone who considers having them design their logo should know!
NOTE: If there is a company (or attorney) that can help me to get a refund, I would truly appreciate it. I honestly cannot afford to throw away $399. And, of course, I cannot afford to fly from California to Utah to fight this matter in court. It wouldn't make economical sense, which I'm certain they know.

Lisa
San Ramon, California
U.S.A.