25 Complaints About Web Design Companies

People have a tendency to express their frustrations, particularly when it comes to web projects, and I often come across complaints about various web design companies. Stories of prolonged delays and unsuccessful projects are quite common. In 2011, I adopted the practice of keeping a notebook by my phone to jot down these experiences whenever they came my way.

Consideration	Recommendation	Key Takeaways
Check References	Speak with past clients	Many prioritize service
Read Reviews	Explore various platforms	Emphasize communication
Get a Demo	Evaluate CMS and tools	Vet companies for commitment
Note-Taking	Assess organization	Thoroughly vet for service
Meet the Team	Face-to-face meeting	Active listening for answers
Key Takeaways	Service and commitment	Listen for direct answers
27 Complaints	Various issues listed	Highlighting challenges faced

To date, I’ve compiled 27 complaints about web companies (check out the complete list below). While not an exhaustive research endeavor, the gathered data allows for some insights. I’ve sorted the complaints into three categories:

Planning and Service: Encompassing grumbles related to communication issues such as listening, managing expectations, and meeting deadlines.
Technical and Programming: Involving complaints about capabilities, technical limitations, and hosting issues.
Design: Encompassing concerns about alignment with brand and aesthetic appeal.

Certain complaints were broad-ranging, falling into multiple categories. The chart below illustrates the percentage distribution of complaints in each category.

It’s immediately evident that service stands out as the most significant problem clients face with web design companies.

So, why do web design companies encounter challenges?

Web design firms operate on a project-based model, unlike account-based structures found in traditional ad agencies or IT support companies. This often leads to a lack of resources for ongoing enhancements and support.
The industry allows for endless possibilities, making clear communication crucial. With numerous options discussed, misunderstandings are common and occasionally catastrophic.
Web designers are often swamped with work, and clients may take months to commit to a proposal. This makes capacity management challenging, especially in a rapidly growing industry.

What should clients do?

Firstly, bear in mind that when selecting a “web design team,” you’re essentially choosing a project management approach, a process, a help desk, and ideally, a long-term web partner. If issues arise, they’re likely to be related to service and communication rather than design or programming.

I’ve previously outlined “5 Questions to Ask Before Hiring a Web Design Company.” Here’s a summary:

Check References: Speak with past clients for insights into the vendor’s performance.
Read Reviews: Explore various platforms, including the Better Business Bureau, for a comprehensive understanding.
Get a Demo: Evaluate both the content management system and project management tools.
Note-Taking: Assess the vendor’s organization during initial meetings.
Meet the Team: A face-to-face meeting can reveal crucial insights, akin to a job interview.

Key takeaways:

Many web design companies fall short in prioritizing service and understanding project management intricacies.
Vendors should emphasize communication, process, project management, and support.
Clients must thoroughly vet companies for service and commitment, actively listening for direct answers.

The 27 web design complaints: