Review Time
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
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 affordable2: Continue at the same price until the end of my contractI 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
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,
Just signed off a ticket with Mark Geldart from the Service Desk Team. He provided multiple CSV files that helped us identify and resolve a duplicate products issue within our system. His assistance was extremely prompt, and he was friendly and helpful throughout the process.Thanks again for the excellent support!
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.
Working with Visualsoft has been one of the most frustrating and unproductive experiences I’ve had with any digital agency. There is no attention to detail, no design direction, and absolutely no strategic value provided.The entire process has been rushed, careless, and poorly structured — with designs that lack creativity, strategy, or basic professionalism. Every step feels like an exercise in blaming the client rather than taking accountability for weak execution.They deliver horrible design work, ignore clear feedback, and then justify it by pointing to meaningless “approvals” that don’t even align with the brief. The mood boards and “strategic direction” were completely off-scope and make no visual or conceptual sense.For the cost and reputation this company claims to have, what you actually receive is low-effort, inconsistent, and poorly thought-out work. There’s no real value, no structure, and no sign of experienced creative leadership behind the process.
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Visualsoft is a digital agency that powers online business performance for ambitious retailers.
We offer a unique choice of beautiful store design, an eCommerce platform with everything retailers need out-of-the-box, and deep expertise in performance-driven digital marketing. We work with customers to craft the perfect blend of our eCommerce solutions to help them achieve their specific ambitions – be that bespoke store design on our platform or a choice of eight marketing services that they can effortlessly flex to meet their marketing goals.
For 25 years, our award-winning teams of expert digital minds have intertwined the best strategies for online success by creating stunning stores that are proven to perform the best in the market, accelerating conversions and boosting basket value. We’re proud to power our clients’ success, delivering over £1bn of eCommerce revenue through our platform every year.
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