Visualsoft Reviews 

YESTERDAY ALL 3 OF MY SITES DOWN FOR APPROX 3 HOURS COSTING ME OVER £5K IN LOSSES, TODAY THEY SEND ME AN INVOICE TO PAY THEM. NO ONE RESPONDS TO THE EMAILS AND NO ONE PICKS UP THE PHONES. THEYRE A GREAT SITE BUILDER AWFUL HOST AND CUSTOMER SERVICE! THIS IS COMING FROM SOMEONE WHOS SPENT £100K WITH THEM

I have had a website with visualsoft for several years (I think abut 8 years now). Visualsoft have helped me to transition the website and POS over to shopify so we have one unified system. Jessica Callighan and her team have been so helpful with this project and provided help, extra training and support when needed. I would highly recommend the team at visualsoft. they are very professional and really great to work with . I would not have been able to do this without them. Thank you!

After being with Visualsoft for 13 years, our experience ultimately gave us a great deal of clarity.

For us, the issue became twofold: the platform itself, and the way customers are dealt with when serious problems arise. Looking at other reviews, we do not appear to be alone in that.

Despite substantial monthly fees, longstanding issues affecting checkout, payments and general site functionality remained unresolved over an extended period. These issues were raised repeatedly, yet responsibility appeared to move between departments without clear ownership or effective resolution. This had a serious impact on trading.

We also dispute a number of charges and paid marketing services which, in our view, were not delivered as contracted. Requests for detail, proof of work and time allocation remained unresolved.

PPC services were then removed when we would not agree to a further long-term contract, while billing issues remained disputed. At the same time, we were pushed towards a paid rebuild on Shopify through the same provider, rather than seeing the underlying issues on the existing system properly resolved first.

To be clear, Shopify as an independent platform is a positive. You control that platform yourself, which is a major advantage. However, the real issue for us was not Shopify itself, but the ethics, trust and integrity of the party proposing to build and maintain it. It took us just over a year to migrate away. Although migration away can look simple on paper, in reality it can be costly, difficult and commercially risky, and providers like this clearly know that.

Many of the people we dealt with personally were warm, friendly and pleasant. Not every individual experience was bad. The problem, in our view, was the wider culture, decision-making and the people governing how customer issues, contracts and commercial pressure were handled. That remained the same throughout.

The overall experience was one of excessive cost, poor accountability and significant commercial pressure at a time when our business was already being affected by unresolved platform failings.

We have now moved away.
Sacred Essence

Georgia is an exceptional Enterprise Digital Strategist and has played a huge part in the growth and development of our business. She oversees a fantastic team of individuals and, since working with Georgia, we have seen a consistently high level of professionalism, organisation and implementation across all areas of our marketing activity.

One of the biggest improvements has been the collaboration and communication between the different channels, which has helped create a far more joined-up and effective strategy. Georgia and her team also successfully oversaw the migration of our website to Shopify, which has been a major success for the business.

Georgia has taken the time to really understand both our business and us as individuals, which has helped to build a strong and trusted working relationship. Her knowledge, guidance and reassurance throughout some major changes and challenges have been invaluable.

We have been with Visualsoft for approximately ten years, and the period Georgia has overseen has undoubtedly been the most productive, most challenging and the period that has delivered the biggest positive changes for our business. She has been a key part of our growth and we are extremely grateful for the support and leadership she continues to provide.

Jamie Moxey
Business & E-commerce Development
Dusk Lighting Ltd

We’ve had a fantastic experience working with Visualsoft. We have been with them for 5 Years now, their team has been professional, responsive, and incredibly knowledgeable from day one. The platform is easy to use, and has genuinely helped improve our ecommerce performance.
What really stands out is the level of support — Jonathan Allen in particular always goes above and beyond to help us succeed. Communication has been excellent throughout, and it feels like they truly care about our business growth.
I would recommend Visualsoft!

I have been a customer of Visualsoft for a number of years, and in this time have moved all three of our E- Commerce brands to them with no regrets, more recently I have formed a strategic partnership with there Digital Media team who I trust to look after a our growth strategy. PPC, CRO, SEO, Affiliate, Marketplaces, Social and Customer Engagement, The team are solution providers, forward thinking and have delivered some extremely positive results, I consider them a true extension of our internal team and nothing is ever to much trouble. Visualsoft is an evolving company, now as a Premier Shopify certified agency we are in the throws of going on the Shopify journey with them and I can't wait. I would have no hesitation in recommending them for your next project.

Worked with Jonathan a few years now. Grew our web sales 300%. Experienced team behind him.

Thanks for all your help!

Faith

We’ve been partnered with Visualsoft for a couple of years now across affiliates and CRO, and they continue to impress us time after time. The team consistently go above and beyond in everything they do - they’re not only highly knowledgeable, but also incredibly friendly, personable, and genuinely a joy to work with.

What really stands out is their commitment to delivering great results while maintaining strong, collaborative relationships. It’s refreshing and reassuring to work with an agency that truly cares about the work they produce and the success of their clients. They approach every project with enthusiasm and professionalism.

Visualsoft feel like a true extension of our team and I wouldn’t hesitate to recommend them to anyone looking for a reliable, supportive, and high-performing agency.

Big thank you to Jack M for all of his guidance with our account. Coordinating strategy calls and giving feedback has been a real asset. Thank you Jack! cplights.com

We recently migrated our website from Visualsoft to Shopify, and Visualsoft was the obvious partner to help us make the move. As a well-established site, we were particularly concerned about preserving our organic rankings, and their deep knowledge of their own platform gave us real confidence going in.
Our account manager Chloe was outstanding throughout the entire process. She struck the perfect balance between being highly professional and genuinely friendly and approachable — always organised, clear in her communication, and quick to answer any questions we had. She kept the project on schedule, handled any technical issues that came up calmly and efficiently, and made sure nothing slipped through the cracks.
Best of all, our SEO results have been excellent since the migration — our organic rankings have held up brilliantly, which was our biggest concern going in.
We couldn't recommend Chloe and the Visualsoft team highly enough.

Visualsoft managed our website migration, picking up on a project that had many issues, none of which was any of their fault. Special mention for Project Manager Chloe Elvin, who managed timelines and deadlines exceptionally well and Tom Sweeney, who kept us all moving in the right direction.

Lewis from Service Desk helped with enabling a few features on the website for us and was extremely efficient in his assistance and resolved everything we needed very quickly. Can't ask for a better service.

My business High Street Brands 4 Less has been with Visualsoft for 12 years. We have been impressed with all our interactions with the team at Visualsoft, but in particular Jonathan Allen who has been our Account Manager for the last few years. Jonathan has been incredibly attentive to our account, helping with our redesign and developing our website business to deliver triple digit growth. We have greatly valued Jonathan's support and commitment over this time. He is a great asset to the team at Visualsoft.

I’ve found our Account Manager Tom Sweeney to be incredibly helpful, supportive, and consistently available whenever we’ve needed guidance. His support throughout our transition from Visualsoft to Shopify has been excellent. He’s made what could have been a complex and stressful process feel smooth and manageable, always taking the time to answer questions, provide clear direction, and ensure everything stays on track. His proactive approach and commitment to our success have made a real difference, and we truly value his ongoing support.

We’re even willing to overlook his questionable choice in football team — Liverpool F.C. — because not everyone can be perfect!

Visualsoft has issued a mid -term price increase of 10%, no explanation and gave us 28 days notice. I responded with I do not agree to this price increase and give the same notice to quit our contract which is our right.

They came back to me with the following points from their contract and terms and conditions:
the in section 7.4. Visualsoft reserves the right to increase the Fees:" "7.4.2. for any factor beyond the control of Visualsoft, including foreign exchange fluctuations, increases in taxes and duties, and increases in labour, materials and other manufacturing costs.
4.2.3. A party may give written notice to the other party, not later than 90 days prior to the end of the Initial Term or the relevant Extended Term, to terminate the Contract at the end of the Initial Term or the relevant Extended Term, as the case may be.

They conveniently omitted their own clause:
7.4.1. on an annual basis with effect from each anniversary of the Commencement Date in line with the percentage increase in the Retail Prices Index in the preceding 12-month period, and the fi rst such increase may take eff ect at any time following the fi rst anniversary of the Commencement Date and shall be based on the latest available fi gure for the percentage increase in the Retail Prices Index;

I have presented 2 options:
1: cancel my contract from the beginning of the fee increase because it is not affordable
2: Continue at the same price until the end of my contract

I definitely will not be continuing using VisualSoft for any services. Glad I removed the auto renewal clause and they made this blooper before the end of the contract.

Caveat Emptor - Buyer Beware

Update - as I have challenged the clause they wish to rely on and asked for the working out of this clause and how they ascertained the 10% increase they have now ceased to communicate with me on this matter.

Hence I will only pay the agreed amount 10 months ago and wait for this to go to court.

There is no transparency from Visualsoft at all.

I worked with Jay from the Service Desk on an issue I was unable to resolve myself. He handled the situation efficiently and with a high degree of professionalism. I really appreciate how quickly he got the job done!

Mark Geldart - Visualsoft Service Desk has provided excellent support

We had an error with our website communicating with our stock system but in the end it turnt out not to be related to visualsoft yet Mark still took the time to help us out and explain what we needed to do to fix it.

Thanks to Mark, knowledgeable and efficient. He dealt with our query with professionalism and kept us updated. Thanks Mark (Service Desk Team)

These guys keep shutting me down because their websites don't convert so I'm unable to pay my invoices. I've been contacted by a company called "The Real Agency" on many occasions so maybe time for a change. It's BFCM soon and I'm unable to run my campaign which would pay my invoices.