Geoffrey L.

I don't like leaving bad reviews, and Ive never left one until this experience. Im non-confrontational by nature and would rather avoid the stress. But on this occasion its been that bad that its basically negligent of me not too. This company has no integrity. In short, if you are thinking of working with Web Design Lane, I recommend you not to have anything to do with them. It wasn't until I saw other bad reviews with similar experiences that I realised they must do this frequently. I wish I had done my due diligence and checked reviews before signing up with them.

So in my case this is what happened. Im a small business owner wanting to update our website on shopify. I was told that web design lane could meet my needs and that not only would they exceed my expectations, they had a 100% refund policy for peace of mind. THIS was key to me making my decision and Nate emphasised this emphatically multiple times. (Ive attached screenshots of the online chat transcript below). A proposal was sent to me with terms and conditions at the bottom. I read them and they were clear and to the point and aligned with exactly what Nate had said. I therefore proceeded to pay $2599 for their services. Worst decision I could have made, because now I cannot get my money back. After 4 months of very poor communication, refusal to understand simple requests over the phone, missed appointments when I was promised call backs which never eventuated, and below average quality of work when they did work, I began to question the competence and professionalism of the company. (Jim, Jack and Dwayne were the 3 I dealt with, Jack was especially hard to work with, he was abrasive and simple instructions were ignored repeatedly but Dwayne was the worst) The problem with me is that Im too patient and this went on for 4 months!

So after all this I decided I would take a refund and cancel the project. After requesting this, multiple times I was told someone would contact me in the next few days, but again I wouldn't hear from anyone. I had to ask again repeatedly by email, and tell them that I had cancelled the project indefinitely. This carried on for 2 - 3 weeks. Finally Dwayne Lucas from billing called and informed me that they would give me an 80% refund and that it would take 30 days to process. I told him this wasn't acceptable given their own terms and conditions. As it "turns out" however, they claim to have another set of terms and conditions on their website which states that a 100% refund is promised for 30 days only. I was not referred to this once! And the proposal I signed had no reference to this clause! (See attached screenshots of the proposal I signed) However Dwayne Lucas abjectly refused a full refund. I opened a credit card dispute however because of the lapsed time Amex wouldn't investigate further. Now Dwayne Lucas does not reply to my emails and phone calls and has refused an 80% refund. Like I said, this company has no integrity.

(Incidentally Dewayne Lucas was the most rude person I've dealt with in business to date. He was sarcastic, didn't hide his smirks when I demanded a refund as promised by Nate and flatly denied my requests to look at the proposal I originally signed or the chat transcript with Nate on Day 1. I still don't know if he's read it because he's ghosted me. I have been respectful and polite throughout the ordeal.)

This whole experience has added to the stress that has majorly affected my health.

I will update this review regularly for the days that go by without receiving my refund. 62 days since refund requested, and counting. It's very stressful. Save yourself the headaches.