ComplaintsforOnlyChild

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 26th, 2024, I hired Only Child Design, specifically ***********************, to create a website and branding for my restaurant business. I paid $13,500. I provided them with a clear list of preferred design elements, color schemes, and website functionality that I wanted for my business.Only Child Design failed to deliver on their promises and she took my money! *********************** did not provide me with a functioning website or any branding materials at all, and she refused to give my money back.Throughout the project, **** ignored most of my requests and feedback and failed to design accordingly and effectively.She promised a design that she was not able to deliver professionally and pushed me into a breach of contract and ran away with the money! Unacceptable!! Despite my attempts to contact her by phone and e-mail, **** remained unresponsive! At the very beginning of the design work, when the mockups(not an actual final design or delivery) were sent, I was shocked to see that *********************** had significantly copied the branding style of another brand, which was a direct competitor of my restaurant! This was going to put me at risk of a lawsuit and trademark and was a major breach of trust.The design of branding and website is never delivered to me! The website process has never ever started! **** ignored all of my requests and feedbacks regarding the design structure, and I felt helpless and unable to control the situation. When I decided to go with softer colors so that I wouldn't look like my competitor(she was making me do so!) she refused to comply, leaving me with no choice.I tried to offer a solution, I offered a $10,000 refund instead of $13,500 but she once again refused to take any responsibility for her mistake and incapability!!! As a result, I cannot open my business, and she has caused me significant financial and emotional loss!!This left me no choice but to take legal action to recover all final losses for which Only Child Design is accountable!!

  

  Business response

  03/09/2024

  Dear BBB representative, 
  
  Thank you so much for addressing this complaint issue. I understand that it is important for you to look at both sides of the story and I am happy I get the space to clarify what really went through. 
  We engaged in a Branding and Website Design project with ***** ****. In order to engage in our work we require a 50% deposit and our contract to be signed (Attached here so you can review the details). 
  During 3 weeks our team worked exhaustively to achieve *****'s timelines and demanding (not to say non-sensical) requests. When we exhausted the rounds of revisions that our studio offers (2 rounds per asset) we notified her thatthe new round of logos she was demanding would come at an extra cost per hour. She agreed to proceed with 8 extra hours.
  Once we deliver the extra rounds, she requested to jump on a call, in which she told us her desired to terminate this project at this point. We understood, but told her that because we had already worked to a point where the hours/deliverables surpassed the deposit we would not be able to refund her deposit at this point. (All of which is stated in the contract that she signed). She yelled, threatened me saying "you are underestimating who you are messing with" and hung up the phone.
  
  I proceeded to sent a final email with record of our conversation that she never refuted. In this email you can see the breakdown of the work that has been done until that point (attached). 15 days later we received a threat of suing us if we are not giving her the money back. Her lawyer claims (also attached) are all lies as : 1) Through the process ***** pushed us to go towards the look of the competitor, and we kept explaining her why she should consider moving away from that. 2) We exhaustively worked on her revisions when requested and delivered what was agreed on the contract 3) She was the one that requested to terminate the project, at no point we said we were not going to work with her or continue our work. 
  
  All of my communication with ***** has been clearly documented via email, video and we have all of the assets that we delivered with her prescriptive feedback. We stand behind the work that our studio has created for her and strongly believe that ***** ****'s claims are unfunded and malicious. 
  
  As a small studio specializing in custom-made products, we operate with a non-restockable inventory, rendering us unable to facilitate refunds for completed work. Our business model requires compensation for the dedicated hours our staff invests in crafting bespoke projects. In an industry where clients occasionally exploit services, we establish transparent contractual agreements at project initiation to safeguard both parties.
  It is essential to emphasize that we take pride in our work and prioritize exemplary customer service. Prior to ***** ****'s concern, our track record boasted a flawless record of client satisfaction. Consequently, we confidently assert that the issue with this particular project does not stem from any deficiency on our part.
  
  I look forward to hearing from you and would love to provide you with even more details and a clear asset per asset that was delivered to ***** during our work process. 
  
  Best,
  
  ****
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩