• Visualsoft

Visualsoft

Overview

Visualsoft has a rating of 4.34 stars from 141 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Visualsoft most frequently mention fed implementations, account manager, and support team. Visualsoft ranks 7th among Ecommerce Tools sites.

  • Service
    39
  • Value
    29
  • Shipping
    7
  • Returns
    7
  • Quality
    20

This company does not typically respond to reviews

Positive reviews (last 12 months): 25%
Positive
1
Neutral
0
Negative
3
See all photos

What reviewers want you to know

Positive highlights

  • I've been adding features to our website with the help of Ben from the FED Implementations Team.
  • Our account manager Stephen Chilton has been a massive help.

Critical highlights

No critical highlights yet

How would you rate Visualsoft?
Top Positive Review

“Fantastic and quick to resolve my request”

Jaffas N.
10/11/23

Well absolutely fantastic, from submitting the ticket to completion was done in a very short period of time (same day within the hour), I wish I had gone down the support route to start with. Ben from the FED Implementations Team has been absolutely brilliant in resolving my request. A huge thank you Ben.

Top Critical Review

“Sold a dream delivered a nightmare!”

Neil K.
1/15/24

Really poor service from start to present! We were sold an unbelievable dream by Phil (who left VS two months after we signed up) Our website did not go live until a year after the agreed date, all the while we were paying the £1500 per month management fee! The website then went live and the Google Adword/Merchant accounts were set up incorrectly! We lost over £30k in sales in this time! Since we have been live we have had no help, assistance, guidance on how to improve our sales performance, best practices on our website etc. To be totally honest we are in a worse position than we were with our previous website and we still have 7 months left of a two year contract which has already cost us over £30k, do not waste your money with VS you get little or no support, our account manager is Jonny and he only ever comes back to us if we contact him, he also cannot do anything unless he has spoken to his manager Paul! The only person we have any good results from is Sasha in the PPC team..

Reviews (141)

Rating

Timeframe

Other

Reviews that mention popular keywords

implementations team (27) account manager (20)
Thumbnail of user robm851
1 review
0 helpful votes
February 9th, 2023

We have recently 'renovated' our entire Website. The team have done an amazing job throughout, we love every aspect from the visual aesthetics to functionality. A special thank you to Ben from the FED Implementations Team who has been a constant presence, a helping hand and gone that extra mile to assist us with learning new ways to develop the website ourselves by breaking down his process and adding supportive notes for us to refer back to. Thank you, we would highly recommend Visualsoft and their team!

Thumbnail of user nataliea309
1 review
0 helpful votes
June 10th, 2022
Verified purchase

Leigh from Triage and Telephony Support team at Visualsoft, has dealt with our queries smoothly and efficiently. He has gone above and beyond, to help us keep our website up to date. We look forward to growing our website, over the up coming months with the help from Leigh. Thank you for making what is a daunting experience, for most independent retailers, become manageable and enjoyable.

Thumbnail of user sarahm51
Visualsoft e. – Visualsoft Rep

Hi Natalie,

Thank you for your review!

I have passed this onto Leigh and we look forward to speaking with you soon.

We really appreciate you taking the time to share your experience with us:)

Thank you,
Visualsoft

Thumbnail of user clareh137
1 review
0 helpful votes
November 14th, 2022

We have been a customer of Visualsoft for a number of years and find the IT support to be helpful, informative and responsive. They are supportive to explain technical issues to the non-technical but will equally undertake aesthetic changes to website design without fuss which is what Ben from the FED Implementations Team did recently for our recent new website where we had a change of heart with regard to colours.

Service
Value
Thumbnail of user farihas3
1 review
0 helpful votes
February 21st, 2023

Ben from the FED Implementations Team was really quick to help me with my query and had it sorted straight away. Really pleased overall!

Thumbnail of user neilk189
1 review
0 helpful votes
January 15th, 2024

Really poor service from start to present! We were sold an unbelievable dream by Phil (who left VS two months after we signed up)
Our website did not go live until a year after the agreed date, all the while we were paying the £1500 per month management fee! The website then went live and the Google Adword/Merchant accounts were set up incorrectly! We lost over £30k in sales in this time! Since we have been live we have had no help, assistance, guidance on how to improve our sales performance, best practices on our website etc. To be totally honest we are in a worse position than we were with our previous website and we still have 7 months left of a two year contract which has already cost us over £30k, do not waste your money with VS you get little or no support, our account manager is Jonny and he only ever comes back to us if we contact him, he also cannot do anything unless he has spoken to his manager Paul! The only person we have any good results from is Sasha in the PPC team..

Service
Value
Thumbnail of user dylanc252
1 review
0 helpful votes
June 8th, 2022
Verified purchase

New feature was added to the website swiftly and with great communication by Ben from the FED Implementations Team. Top class service.

Thumbnail of user sarahm51
Visualsoft e. – Visualsoft Rep

Hi Dylan,

Thank you for your kind review! We appreciate you taking the time to share your experience with us.

I have passed this onto the Ben & we look forward to speaking with you soon:)

Thank you,
Visualsoft

Thumbnail of user stuarts425
1 review
0 helpful votes
January 25th, 2024

The following review catalogs the issues we've had with Visualsoft since signing up with them in 2020.

We originally met with one of the sales team, who promised a number of things on their 'Shared Success' plan. We were told Visualsoft will actively work to ensure the site was bringing in £20,000 revenue per month, because they would then be eligible for commissions on any sums over this. We were told if we renewed the contact after the initial two years, we would get a marketing day per month and as they were an eBay partner, they would ensure we would be able to sell our products on eBay (as our goods are a restricted category). All these claims turned out to be false and the product was mis-sold.

The original proposal advised we would receive:

Training - this never happened.
Regular site health check reviews - these have happened twice in 3.5 years, but only because we requested them.
Dedicated Relationship Manager - our account manager has changed six times and we currently have no account manager. So we've never had anyone long enough to build a relationship with.

When the site went live, we had functionality that didn't work. One issue was incompatibility on the payment gateway, another was to do with stock and warehouse. The latter took 875 days to be fixed and implemented. However it had to be removed on the day of implementation because it created critical issues with the website, so we abandoned the hope of using this function.

Further, major issues developed on the website. Many of which were compliance issues and some still not fixed after multiple years since reporting.

These issues are not just here and there, they are critical errors that happen regularly or completely at random. Issues such as:

92% duplicate content on the website. This was found by us, and took Visualsoft over a year to address it (long to fix it). Then a change was scheduled to be made system wide by Visualsoft, we asked if this would undo our fixes and we were told it shouldn't. Of course it did, resulting in thousands of pages of duplicate content again and months more to re-fix.
SSL certificate expired and no one did anything about it until we told them it had expired. This should never have expired, someone should know what dates certificates need renewing for their sites.
Google Core Web Vitals failing and being constantly told they've done everything they can. I can see many simple things that could be implemented to cut CLS and FCP scores.
Rich data / schema markup suddenly stopped working.
Product tags for all of our products had disappeared, harming the UX.
We had successful payments, but orders not marked as paid, so we never knew the order had come in.
A customer's order needed to be partially refunded which was done through the Visualsoft platform. The partial refund showed successful for £26.99 however upon receiving the confirmation from Pay360 we found the full order value of over £350 was returned to them.
We had issues for months with the site going down multiple times a day and not being accessible, harming our conversion rates. We actually had to set up our own monitoring system to prove it was happening. It caused issues with our product feeds and all products disappeared from our affiliates, losing us £100's in revenue.
The currency switch was creating 404 pages all over the place.
There's a number of bad practices in place in relation to SEO. We've questioned these multiple times and the SEO team believe they have no effect on SEO. Pretty much any other authority has an opposite opinion.
There's an issue where data gets overwritten, simply by using 2 tabs. Apparently you can't use multiple browser tabs, but there was nowhere in the knowledge base to advise that… until we found this issue.
Image alt text doesn't work half the time.
Archived products still can be seen by customers.
Overcharging customers. For instance a £30 order was charged over £1150. The bug randomly happened at checkout and it was for hundreds of out of stock products.
All our product urls just randomly changed one day.

And to top everything off, we get told off for doing audits on the website, when it was to fix all the issues they caused. There's many more critical issues with the platform, it is ultimately not fit for purpose in our opinion. Support staff tend to jump the gun and implement a fix without asking first, resulting in worse issues that a ticket was originally logged for. Sometimes we are told something can't be done, but then once telling them it can, and how to do it the magically are able to complete it.

We feel like Visualsoft does not deliver, the product is mis-sold and they can't correctly support the platform.

We have asked to exit the contract 5 months early, because we feel that the platform is impeding our growth. Unfortunately Visualsoft have offered us a 2 year extension for half the price per month. This is not something we are prepared to do when the platform is so flawed. We are really, truly let down by the product and we would not recommend it to any small business looking to grow.

Products used:
Shared Success (Optimum)

Service
Value
Thumbnail of user alexh1189
1 review
0 helpful votes
March 2nd, 2023

Ben dealt with my request super quickly (far quicker than I was expecting)... He was polite, friendly and efficient. Thank you!

Service
Thumbnail of user prestigiousjewellers7
1 review
0 helpful votes
June 3rd, 2023

Regrettably even though we are still with Visualsoft and reading the awful reviews that have been published on here, I can sympathise with most businesses that have had a negative experience and would also advise every new business to think twice before signing on a contract with VS.

Work is incredibly slow, plenty of false promises prior to signing contract, refusing to take responsibility, poor complaint resolution procedure, low employee retention rate indicating a poor/toxic working environment and very very expensive for the overall product/service is received in return.

I have made several complaints and our voice has not been heard and this is us paying over £3000 a month.

Save yourselves the hassle and painstaking conversations of never ending problems and poor value for money.

AVOID AT ALL COSTS

Products used:
Website creation and management

Value
Quality
Thumbnail of user sarahm51
Visualsoft e. – Visualsoft Rep

Hi

We are sorry you feel you are not experiencing the high standards of customer service that we set.

Various members of the team have attempted to reach out to you over the last few months and most recently a member of our Service Delivery team has contacted you to also discuss your concerns, but unfortunately we have had no response.

We are always keen to resolve any issues you may have and so please respond to the team and we can reopen communications and discuss further.

We are confident we can restore your faith in our services and we will strive to do everything possible to achieve this.

Thanks,
Visualsoft

Thumbnail of user huww8
1 review
0 helpful votes
January 18th, 2023

We had an idea for our website, where the product would follow the customer as they scrolled down the website. We asked the VS support team if this idea was a possibility and Ben from the FED Implementations Team gave us a few ideas of his own to help us. VS have now implemented this across many of our products and it looks much better.

Thank you.

Service
Value
Quality
Thumbnail of user jeffneil72
1 review
0 helpful votes
October 11th, 2023

Well absolutely fantastic, from submitting the ticket to completion was done in a very short period of time (same day within the hour), I wish I had gone down the support route to start with. Ben from the FED Implementations Team has been absolutely brilliant in resolving my request. A huge thank you Ben.

Service
Thumbnail of user peterr360
1 review
19 helpful votes
May 15th, 2019

I don't know where to start.

The horrible and super expensive customer service?
The terrible arrogance of the directors?
The revolting website they built us?
The time it took (3 times as much as quoted)
The fact they want a bucket of money to fix things they themselves got wrong?
The abhorrent lock in contract?
The sleazy sales tactics (the SEO one is the best. You get zero for your money)?

Also, take a good look at the latest reviews and how a lot of them are on the same day. Why? Visualsoft writes them or rewards their small circle of customer friends to write them. This was confirmed to me by an ex employee there.

The list goes on but I will leave you with final thoughts:

DO. NOT. TOUCH.

Thumbnail of user sarahm51
Visualsoft e. – Visualsoft Rep

Hi Peter

We take client feedback very seriously and I am really keen to discuss your comments in further detail. If you are open to doing so then I would be grateful if you could please share your contact information.
My email address is Victoria.Hawkins@visualsoft.co.uk or alternatively please call 01642 633604.

Many Thanks
Victoria Hawkins
Head of Brand Marketing

Thumbnail of user suzanned418
1 review
0 helpful votes
May 23rd, 2022

Friendly, knowledgeable, and incredibly helpful. Leigh made sure he fulfilled my enquiry by talking me through the processes I needed to integrate on my site, step by step. Checking every change as we went along, to make sure there were no errors. He not only solved my tech problem but helped bring a payment solution into fruition. Making everything seem easy. Thank you for curing my headache Leigh!

Service
Thumbnail of user samb924
1 review
0 helpful votes
July 13th, 2021

Leigh Davison from Tech Support at Visualsoft worked on a ticket for me to improve our product page layout. He quickly made the changes we requested and then proactively approached me with further recommendations to improve the pages more. While on the phone to me he made changes in real time so I could easily and quickly see how the page could look.

He was very helpful, proactive and his recommendations have now been implemented onto our pages and they are much better for them. Thanks Leigh!

Thumbnail of user dc165
1 review
25 helpful votes
March 23rd, 2017

Once they get your money, don't expect any level of service or sensible response from anyone that works at this company. A complete shambles from top to bottom. They are far from experts on anything e-commerce, they literally don't have a clue. The system they provide is great in theory, but if anything goes wrong with it don't expect it to be fixed any time soon. Money will be lost and endless time wasted if you sign up to their platform

Thumbnail of user cb876
1 review
0 helpful votes
February 6th, 2023

Ben from the FED Implementations Team was very quick in his response and provided the solution to my web changes efficiently, thank you.

Thumbnail of user jamese243
1 review
24 helpful votes
May 23rd, 2018

I inherited this awful platform in my current role as ecommerce manager. Having been a web designer with extensive experience using a variety of different ecommerce platforms I can categorically state that this is the worst platform I have ever encountered. It appears to be based on OSCommerce which is very old code and they cannot keep up with superior open source developments like Shopify and Magento.

They charge for things that you should be able to do yourself, you have little control over the website and if you have an issue you have to create tickets, they are very slow to respond to these, ecommerce thrives on being able to make changes quickly, forget that with VS.

One of the major issues with the platform is the speed, ecommerce lives and breaths on how fast you can display your website, VS is by far the worst performing platform for speed. This is killing conversions and Google rankings.

Using the back end is the slowest performing page load I have ever experienced, you have to literally wait over 30 seconds for pages to update which when you have a few people working on the back end at the same time makes this even worse. Getting anything done is a process of extreme tedium and frustration.

Random breakages are a regular occurrence, when they make changes to the core code they cannot test and this results in breaking or having detrimental effects to other websites and templates on their platform, they seem to be constantly firefighting and correcting breakages.

My advice to senior management is to move away from this platform.

If you are an SME and want to take a business online and sell do not use this company. They will steadily be losing business and eventually this company will cease trading as they cannot compete with superior platforms currently available.

If you want an angle from the people who work in IT on this platform look no further than previous employee reviews on glassdoor and see how the devs regard the working practices, infrastructure and quality of this platform and organisation.

Thumbnail of user samw913
1 review
0 helpful votes
February 15th, 2023

Our site was improved with a regular ticket request taken up by Ben from FED team and rapidly rolled out onto the site.

Thumbnail of user dana774
1 review
0 helpful votes
February 15th, 2023

Ben from the FED Implementations has been a great help to myself since I started my new role. Quick replies with actions taken or step by step information on how to complete the task.

Thumbnail of user tristanc26
1 review
36 helpful votes
July 24th, 2016

I started with Visualsoft in November 2015 using their adwords marketing management, it took a month to set the account up which I was charged a £500 sign up fee and £500 for the first month, 6 months later I had spent over £7000 with no sales. I was told by visualsoft they where brand building the website and to keep going and eventually it would lead to sales, it never did. I constantly communicated and asked why it was not selling and was told this each time. They even provided a website review (which was very unprofessional).
After leaving a complaint online I was offered an additional 3 months of adwords account management and social media management for free, which turned out to be useless. Again when the website didn't sell I was told it was brand building and to carry on.
It is now July the 21st 2016, after becoming frustrated with only 3 sales on the website (my products where being sold elsewhere). I contacted a few other honest marketing companies, who told me the reason it was not selling was because of the website, not the advertising, they also said they would not accept me as a client because of this fact, Visualsoft happily charged £500 a month + vat and carried on regardless (they also locked me into a 6 month contract, which was initially supposed to be 12 months). Even after hours of calls they did not think to mention it was because of the site and let our company spend thousands on advertising.
They do not pay any attention to your specific business and just have standard packages they implement no matter what industry you are in (our business is luxury leather handbags and accessories).
Our marketing budget is now nearly non-existent, it started at £10,000, we had realistic expectations to break even in the first year, but have now been nearly bankrupted due to using Visualsoft and their services.

Thumbnail of user johna2473
1 review
1 helpful vote
September 16th, 2020

We have been partnered by Visualsoft for over five years and moved to their Shared Success programme in 2019. They are a first rate service provider with excellent designers and a well-developed platform. Our account manager is highly professional and has a great grasp of our business. Similarly the PPC team is delivering outstanding results. If you want a cutting-edge website, Visualsoft gets an unequivocal endorsement.

Thumbnail of user sarahm51
Visualsoft e. – Visualsoft Rep

Good morning John,

I hope you are well! Thank you for leaving such lovely feedback, we really appreciate it.

I'm delighted to hear about your experiences with Visualsoft and the results you have achieved.

Many thanks,

Beth Thompson
Marketing Manager

Thumbnail of user bradg84
1 review
23 helpful votes
May 16th, 2019

Saying that our experience has been a complete disappointment so far would be an understatement. Continually let down at every hurdle! We were sold what we believed to be a great package and an upgrade from Shopify. We couldn't have been more wrong!

As soon as the sales pitch ended and the contract began, the issues started to occur. It quickly turned into a nightmare, with slow response times and a lack of communication. Now almost 12 months down the line, this is hands down the worst experience with a platform we have ever had. Avoid at all costs!

The issues still remain, and even the simplest tasks take weeks to resolve. Any problem that arises are passed from team to team without any sign of a solution in the hope that we'll eventually move on from the problem or solve it ourselves.

Literally any other service to visualsoft is superior, and we've now spoken to dozens of our other companies on the platform and they've all had the same experience, many of whom have now been lucky enough to switch back to Shopify. Seriously avoid at all costs.

Thumbnail of user willb335
0 reviews
0 helpful votes
June 27th, 2022

We've been with Visualsoft since 2008 and have 2 websites with them. One of our websites in particular is very successful and responsible for over 90% of our Sales.

We've recently moved on to their Optimum monthly package which after a little negotiation and some teething problems seems like good value for money, future proofing our platform in the process.

Visualsoft are capable of delivering some beautiful looking websites with excellent functionality as long as you work with them and provide the input they need from you.

With the help of Conor and Sam as our go to team members, we've managed to significantly improve what we already considered to be a market leading ecommerce store for our industry.

Service
Value
Quality
Thumbnail of user carolieno
1 review
0 helpful votes
September 16th, 2020

I have been working with Visualsoft for a number of years and have been really happy with the service I have received from my account manager Carla Taylor. We are on the shared success programme and have been impressed with the growth in our business and the personal service received to help us make the most of our website.

Thumbnail of user sarahm51
Visualsoft e. – Visualsoft Rep

Hi Caroline,

Thank you so much for taking the time to leave this feedback, we really appreciate it.

I'm happy to hear about the growth your business has achieved and the fantastic service you have received from Carla and Visualsoft. I'll be sure to pass on your comments to Carla!

Many thanks,

Beth Thompson
Marketing Manager

Thumbnail of user sineadm27
1 review
0 helpful votes
May 25th, 2022

Would just like to say thank you to Leigh from Triage & Telephony. We had a problem with the site and he was able to find the cause of the issue and come up with a solution in rapid time. Once the main issue was resolved he continued to work on it until a full solution was reached. He also kept in touch via phone to let us know what was happening. Much appreciated Leigh.

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From the business

Don't choose between platform or marketing. Choose the UK's most complete eCommerce ecosystem to grow your business online.

At Visualsoft we bring an award-winning platform, cool-thinking creatives, dedicated developers and on-the-pulse digital marketers all under one roof. Whether it's big thinking ideas, campaign generation or technical support, our fluid and flexible service allows us to deliver a unified approach that's suited to you and your unique online strategy.

Did you know? For every £100 spent online in the uk, £1 is spent on a Visualsoft website! If you're ready to grow, we're ready for you.

To find out more visit www.visualsoft.co.uk or alternatively call 01642 633604.

Company Representative

Thumbnail of user sarahm51
Visualsoft e.
Visualsoft
Typically does not respond to reviews
Don't choose between platform or marketing. Choose the UK's most complete eCommerce ecosystem to grow your business online.

At Visualsoft we bring an award-winning platform, cool-thinking creatives, dedicated developers and on-the-pulse digital marketers all under one roof. Whether it's big thinking ideas, campaign generation or technical support, our fluid and flexible service allows us to deliver a unified approach that's suited to you and your unique online strategy.

Did you know? For every £100 spent online in the uk, £1 is spent on a Visualsoft website! If you're ready to grow, we're ready for you.

To find out more visit www.visualsoft.co.uk or alternatively call 01642 633604.

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4.3
141 reviews
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