ComplaintsforThe Market Hut

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I agreed to have The Market Hut create a new website for me at the beginning of October 2021. I paid them $950. I spent time with the designer explaining my business. The designer had existing websites to draw from information to create the site. The first design had numerous spelling mistakes including my name spelled incorrectly. I explained the corrections and sent the required information to complete the site. The next review of my site was even worse then before with sections that were incoherent and rambling. It was clear that there was a communication problem between the designer and myself. I made the decision that this was a mistake. I contacted management and requested a partial refund. I'm not unreasonable and the designer did complete a template and she should be partially compensated for her work. However, I paid for $250 in hosting fees that won't be used. Management has ignored my requests to settle and resolve this issue. They have decided to simply ghost me and hope I go away. I would like a $600 refund of fees.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2022/01/08) */ Client Name: **** ***** Website Name: **********.com Complaint: Website not delivered as required. Refund not done. Out Come: Already Refunded Case Activity: Mr. **** ***** took our servers to re-design his existing website, and he paid us $950. During his first communication with our Project manager, he confirmed that he owns the following websites: www.*********.com www.**************.com www.*******.com Mr. ***** was interested in modifying www.*********.com (as per his first email.) Figure 1: Email from Mr ***** Then on 5th Oct, we shared a few templets with Mr. *****: Figure 2: Email sharing templates for the website He approved ************************************************************************* and he suggested adding search functionality in his new website for searching local MLS properties. After going through the request, we requested that he get the API from 3rd party MLS properties to integrate it into the website. As Mr. ***** was unsure about it FIG-3), we educated him about it and postponed it until we got the API from the 3rd party. Figure 3: Email regarding MLS Mr. ***** shared a logo to be used on the website (FIG-4), the logo was of ******* ******* LLC, and he also shared a few more information for website development to be implemented on the website. Figure 4: Website details We made the required changes and hosted the website on our local test server for input and suggestions. Figure 5: Review from Mr ***** There was a spelling mistake of Mr. *****'s name in one place, and he addressed it to make sure that the same should not happen. We assured him that it was a typo and that we would check it before any review to him. Figure 6: Error with photography part and spelling mistake He was concerned about his photography profession and wanted to remove that section from the website. However, it was there on his previous website. But as per his instruction, we made the changes and updated him about it. Again, he raised a query about "search." He was informed about the API requirement from the MLS, but still, Mr. ***** forgot the email conversation, and he wanted an explanation. Later he confirmed that he had a conversation with MLS people and there was an application process, and it would take a while. Figure 7: MLS API Finally, after all the suggested changes, we shared a link with Mr. *****. He had some cookies issue in his browser, and we told him a way to clear the cookies so that he could see the changes we had made. As the website was on our local server, he has clarified that the changes are for www.*********.com only, and this website will be updated once he shares hosting credentials with us. Figure 8: Fixing a meeting After that, Mr. ***** went through the website, and we fixed a web meeting before going live with the project. But suddenly, we received an email requesting a refund(FIG-9). Being a customer-oriented organization, we invited Mr. ***** to talk to us (FIG-10) and understand the reason for the refund at a time when we were supposed to replace the existing website in a day or two. Figure 9 email requesting a refund Figure 10- email reply Fig -11 Follow up to connect with client. Fig -12 email after the refund is done Despite our numerous efforts, we could not connect with Mr. *****, and hence finally, as per his request, we refunded $500 in his account on 3rd Jan 2022. Figure 13: Refund Processed on 3 Jan 2022 We sent an email as well to Mr ***** for the same. But after a few days, we got the notification for the complaint to BBB. Synopsis We made all changes as per Mr *****'s suggestion. There was only 1 mistake which was a typo which was taken care of. It was in the draft of the website hosted on the demo server. Most of the things were done as per his suggestions. Finally, he called us. We tried to him back multiple time, but he never replied, and we finally refunded the money. We received BBB escalation after the refund was processed. We request BBB to take the necessary action for the same and not post the untrue review on our profile. We have sent an email with communication details. Consumer Response /* (2000, 8, 2022/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have reviewed The Market Hut's response. They have resolved the issue with the refund of $500. Just to make clear however, I didn't approve any design and the verbiage used was inaccurate and disjointed. They claim that they made numerous attempts to reach me "multiple times but he never replied"... That is simply untrue. I'm ready to move on from this experience. Thank you for your help resolving this issue.

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