We did not choose this service directly — our case was assigned to them by another firm without our input. From the beginning, communication was inadequate. We received contact information for numerous individuals and a general inbox, with no clear person responsible for our file. As clients situated overseas relying on email, we found ourselves repeatedly chasing for basic timelines and next steps. After multiple follow-ups went unanswered, the only reply we got was an automated out-of-office notification stating the firm would be closed until 2 January. There was no prior notification about this closure, no updates on our case, and no alternative contact — if we hadn’t reached out, we would have been left in the dark about any progress. When we expressed our concerns and left a candid review, the firm reacted defensively, claiming their standard email response time is 5–7 working days, and then they completely stopped representing us, returning our case to the original firm. This led to lost time, additional delays, and the necessity to start over with a new service, through no fault of our own. Instead of addressing the communication issues or taking responsibility, the firm opted to disengage from us as clients. Sadly, this experience aligns with the concerns noted in many other reviews — poor responsiveness, lack of accountability, and a total absence of client care.
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