Craig G.

We paid for Logo Sensation /OctaGroup Design Services to create a logo. We sent a few sketches and examples of other logos we liked. We hoped they would take this inspiration to create something new and unique, suitable to be used in a commercial setting.

However, the first draft they provided was merely a re-drawn design of one the sketches we had shown them. It literally was a drawing and in no way suitable or functional as a commercial 'logo'.

We complained that we had asked for a new and unique logo, not to copy our own design. They apologised and asked for more time to provide two new designs within two business days.

After a week of waiting we chased them and asked them to cancel the order. Ignoring that request, they came back to promise the designs would be provided later that day. The very next day they sent us another edit of the same copied design that we had already rejected.

We asked for our money back again as they hadn't correctly responded to the brief and were now way over the time agreed. Logo Sensation claimed they could only provide a partial refund as they had provided a design plus edits. The truth was the design was ours (they copied or re-drew it) and the edits were made after the order was cancelled.

Throughout the discussions I was fobbed from one person to the next. Kevin Reid responded initially, then passed me on to Shawn Jefferson who simply disappeared throughout their online chat. Brian O'Neil took over the discussions but was often unintelligible and belligerent.

We told Brian our next recourse would be to complain to the Australian Competition and Consumer Commission, to which he scoffed they weren't accountable to them.

Logo Sensation did not correctly respond to the brief. They did not provide what was asked for. When challenged they became argumentative and despite the promise of a (partial) refund within 5-7 days, two weeks later we had received nothing.

Upon advising them the agreed refund date had passed and that we had now written an online review (identical to this one), they claim to have cancelled the refund as a consequence. They also threatened us with legal action for 'defamation'.

Brian's email is:
"This is to inform you that we already refunded amount but now we have stopped the process and revert back the process until the review will not be removed. Along with this we have also involved our legal team to file case of business defamation against you.

We already have your shipping address which is mentioned below and within 3 business days you will receive a legal notice on that address. If you want us to stop and process the refund then I would request you to remove the review you placed on the trust pilot."

We have since laid a complaint with the Australian Competition and Consumer Commission. Use this company at your own risk.