Visualsoft Reviews 

I used Visualsoft to rebuild my website, I was originally quoted £1,200 a month, under the impression that was for everything, I then learned it was £1,200 for them and the same again for google. The team swaps and changes constantly you often don’t know who you’re working with. When you do get good ones, they were very helpful but they’re few and far between. We’ve been stuck in contract for two years, so my elation when the contract was up was huge. Sadly by using this company it has bled my business dry and is a strong contributing factor as to why we will have to close. They are well aware of this yet haven’t taken the site down and have the cheek to try and bill me for a site that should have been removed. I went to a networking event recently and there were 6 other people there who were with Visualsoft and every single one of them regretted it. I can hand on heart say using them has been the biggest mistake I’ve made in the years of owning my business!

I had an issue with an incorrect logo on one of our downloading documents.
Stefano from the Service Desk team was really helpful and resolved the issue within an hour!
Great service!

We've been with Visualsoft for eight years, and are now leaving as we've made the decision to retire. Over this time, we've had both good and bad experiences with account managers. Latterly, Carla Taylor has taken over our account and has been excellent. However, previously the account managers kept changing, so there was no opportunity to develop an understanding of our needs.
I have no hesitation in recommending Carla.

Carla and her team are so supportive and have great ideas and suggestions, we have been with them a little over one year and it feels like being held and guided thoughtfully and consideratly. Highly recommend them with confidence.

We`ve been a VS customer for more than 10 years now and Amy our Account Executive has been very proactive with suggesting new to improve our web sales, moving us to a more competitively priced platform, payment provider, amongst many other things within VS. I can highly recommend her to service you and your business needs

Really bad experience with Visualsoft! Our website build took over 12 months and all the time we were paying there £1600 + Vat monthly fee! when the website did eventually go live the Google Adword's was not set up correctly and we didn't get any sales for 6 weeks, this cost us as a business £50-£60k in turnover.
Since going live our returns have been far less than with our previous provider, yet the VS costs are 4 times the amount and we are spending more money on Google Adword's as well.
Support is none existent, we have had several zoom meetings to try and resolve the issues and increase the revenue but nothing changes..
My advice is steer well clear and avoid the headaches!!

Major update I can now have my contract cancelled if I remove all my honest and fair reviews!

We want the compensation we deserve Visualsoft!!!

Diana has always been really helpful throughout the process of working together, always smiling and eager to assist in improving socials.

We are just in the process of building a new web site using visualsoft
The overall experience I have had with them so far has been very good.
This is mainly down to the guy I have been dealing with Leigh Davidson
From the project management team
We do not have a I.T department here so we are learning as we go.
Leigh is very good at explaining in layman’s terms which make the learning quick and easy.
I hope once our web site is up and running the support team there will be as good.

Always Impressed when I ask for a large generic banner for my website, thank you Calum - its so exciting. To be honest I ve been with Visualsoft years and they have always been great to work with. Honest, kind, support I ve found are ver so helpful. My invoices are down on previous years.

Very Happy

I have been working with Visual Soft for nearly 4 years, its been a tedious journey along the way!
Being a novice at E-Commerce I was recommended by a business colleague in retail, my business is B2B, I personally do not rate them for B2B industry, they have little knowledge & expertise, I only wished I had listened to my gut instinct sooner. My business growth manager is constantly changing, the staff are young with little experience in business and appear to be trained (if trained at all) in following processes. I have always taken on board their recommendations, very often at an extra cost, and even moved my Google Ads business across from another consultant to lose yet more money! The support team are incredibly slow to respond to support tickets, they always have an 'excuse' when questioned about this fact.
The system is clunky and dated, there are far superior web platforms out there, just do your research.
To sum up, VS are only good for you if you are in retail and are very experienced in web developing as they only really sell you it, guide you and the rest is up to you, at an extortionate price.
BE PREPARED TO LOSE MONEY!

We have worked with Connor, Rebecca & James in the social & PPC teams for a while now and wouldn't trust anyone else with our account! They're always on top of any tweaks that need implementing and the results speak for themselves. They're great people who are truly talented at what they do and I look forward to our monthly catch-ups.

5 Stars!

Carli and Connor have been great and increasing our account YOY - happy with the results

I requested a new feature to be added to the website which was actioned very promptly and worked perfectly.

Great service and instructions made easy to follow from Ben from the FED Implementations Team.

I've been with Visualsoft for many years and have worked with a variety of account managers over that period. I must say that my experience with Paul Elphinstone has been fantastic. He is always quick to handle any problems and goes above and beyond to ensure everything runs smoothly. His dedication and professionalism have truly stood out, making our business relationship with Visualsoft a more enjoyable. I would also like to thank Carli McNaught from the design team and Rebecca from PPC for their excellent skills and significant contributions to our success.

Ben from the FED Implementations Team quickly assessed my query and resolved this straight away. Thank you Ben :)

Great support and quick response from Ben at the FED Implementations Team. Answered all of my questions and offered solutions to my problems. Great service!

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.
Google Core Web Vitals failing and being constantly told they’ve done everything they can.
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.

I had a really great experience launching my new website with VisualSoft. Their attention to detail throughout the entire process really impressed me. The project flow was very well laid out and had helpful tools in the event I didn't understand something. My project manager (Leigh) was also fantastic and I'm thrilled with the results and what my new site can do for my company.

Jay really helped me with my concerned and I love the complete and fast response.