One of the worst experiences I've had…
One of the worst experiences I've had with a marketing agency.
From the very beginning, communication was inconsistent and deadlines were repeatedly missed. Despite not delivering the agreed work on time, they were quick to chase payments and create urgency around invoices while their own commitments remained incomplete.
The biggest issue wasn't even the delays—it was the constant back-and-forth. Instead of focusing on delivering what was promised, there always seemed to be an explanation or an argument. I spent more time following up than they seemed to spend actually executing the work.
Several deliverables were delayed or incomplete, yet payment was expected promptly. As a client, it's incredibly frustrating to be pressured to pay while you're still waiting for what you've already paid for.
To top it off, they calculated a refund amount, confirmed it would be sent by the end of the month, and then simply didn't follow through. I sent a reminder after the deadline passed and received no response. The amount itself wasn't the issue—the lack of integrity, accountability, and respect for their own commitments was.
If you're considering working with this agency, make sure every deliverable, timeline, revision policy, and payment term is documented clearly, and don't rely solely on verbal assurances. Based on my experience, I wouldn't recommend them.
Resposta da Incognative
Hi,
We're sorry to hear that your experience with us did not meet your expectations. We genuinely value every client relationship and would like to clarify a few points regarding your review.
First, regarding the refund: the outstanding refundable balance was $4 USD. We have never refused to refund this amount, nor was it ever our intention to withhold it. Frankly, risking our reputation over a $4 refund would make no sense.
The only reason for the brief delay was that our payment method was still linked to your Meta Ads account. For the security of both parties, we requested an additional 3–4 days until Meta allowed us to remove our card from your Ad Manager. We sent you a message explaining this, but it appears you may not have seen it. As committed, this refund will be processed within this week.
We also believe it's important to mention something we've learned from this project. For projects involving multiple stakeholders, it's always best to have one dedicated project manager or a single point of contact from the client's side. Throughout this engagement, different individuals joined conversations at different stages without having the full context of earlier discussions, commitments, approvals, and revisions. Unfortunately, this led to misunderstandings and conflicting expectations, making communication more difficult for everyone involved. Going forward, we would strongly recommend maintaining one primary point of contact to ensure smoother coordination and avoid unnecessary confusion.
While we understand your disappointment, we respectfully disagree with the suggestion that this situation reflects a lack of integrity or accountability. We have never attempted to avoid our commitments, and a temporary delay in a $4 refund, communicated for security reasons, does not represent the values on which we operate.
We acknowledge that there were areas where communication could have been better on both sides, and we appreciate your feedback as it helps us improve our internal processes.
We sincerely wish you and your business continued success.