My response to Duck Design's comments on my review:Thank you for your response, but I need to correct several misleading claims.First, your assertion that a full refund was issued “promptly” and “without conditions” is not accurate. The refund was only offered after repeated demands, and only after I made it clear I would escalate matters further. I was also pressured to remove my reviews before you would act—something I chose not to do, because I believe in honest consumer feedback.Second, your claim that the project was delayed due to missing input from me is simply false. I provided highly detailed briefs, brand direction, copy, mood boards, and creative assets. The real issue was the generic, uninspired work from your side and your lack of engagement. I had to chase you to get basic updates.Third, your suggestion that I failed to give constructive feedback is misleading. I gave detailed, clear feedback throughout. The project stalled because your team lacked initiative, not because of any inaction from my side.This reply seems more concerned with managing your public image than taking genuine responsibility. I stand by my original review and remain disappointed with the experience. I'm glad a refund was eventually processed, but it took far more persistence on my part than your response admits. My Original Review If you are looking for a proactive, experienced, and engaged design team, Duck.Design is NOT the agency for you. This company operates on an exploitative, upfront payment model that locks you in before you even realise how poor the service actually is.I deeply regret working with Duck.Design, and I strongly advise anyone considering their services to look elsewhere. This company misrepresents itself as a capable design agency, yet my experience was nothing short of appalling—passive, disengaged, and utterly lacking in strategic or creative input.Here’s what I encountered after the sales pitch up front and being passed into the system:• Unresponsive, robotic communication – The team was unable to answer even basic questions, providing monosyllabic, transactional replies that felt like talking to a chatbot. A call started with ‘you wanted to speak with us, what do you want to say’. Sullen and disrespectful approach.• Zero strategic input – Despite selling themselves as a team that understands branding, they provided no creative direction, no meaningful engagement, and no original thought.• No overarching plan and excuses for not providing one. It felt like they were doing this for the first time.• Repeated failure to deliver – I was assigned two separate teams, and both were equally uninspired, unstructured, and incapable of leading a project.• A complete waste of time and money – I signed up for the £3,000 incl VAT per month package and paid £3,000 upfront, and what I received in return was worthless. Instead of a collaborative process, I was forced to micromanage every step, only to receive scraps of unusable work that did not align with my brand vision.The final straw was their resistance to accountability—foot dragging, bureaucratic pushback ‘we didn’t agree to a meeting’, and an unwillingness to recognise their failures. I have now requested a full refund and written confirmation that my branding materials will be destroyed.Learn from my mistake—avoid at all costs.
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