KickCharge Creative

Hi, Mable—Thank you for taking the time to leave a review. To be honest, we were very surprised to hear that you were less than thrilled with your experience. Our ongoing communication never indicated to us that you were unhappy or that you were feeling like you were just a number (which, to be clear, is not how we treat our clients). From our perspective, the communication was nothing short of positive, containing many smiley faces and kind messages from both parties. So we hope you can understand why your review was surprising and, frankly, disappointing to our team.We can only correct or make right that which is pointed out to us. When you did have feedback and revision requests, we happily addressed all of them in a very timely and professional manner. Looking back at our communication with you, your account executive provided a same-day response throughout the entire process. There were actually multiple instances when he needed to follow-up with you to receive an answer and keep your project moving forward. So to say that your experience lacked a personal touch and felt corporate is, in our opinion, an unfair assessment. We’re disappointed to hear that our same-day responses times, positive communication and enthusiasm for your project did not meet your team’s standards for what a personalized experience should feel like. From our perspective, we went above and beyond for you.We are extremely transparent about our pricing. We do not begin any work without receiving your full approval. If a client is not satisfied with our prices, they are at complete liberty to shop around for other options that are more in-line with their budgets. We know the value that comes with each of our deliverables, including our brand book. If you were not satisfied with the price, that is completely within your right. But to compare the prices of our different deliverables and insinuate that something is not worth the cost is, in our opinion, an uninformed assessment. We would not make such comparisons and conclusions about our clients’ services since it is not our area of expertise.Regarding your uniform design, you were not charged extra for this. You requested a uniform design and we charged our going rate to design the uniform. Again, the prices were quoted and agreed upon before beginning the work, and the design was provided in a timely manner. Regarding the misspelling of your name, that was one infraction. In that same message, we also expressed our pleasure in working with your team and asked you to please let us know if there was anything else we could do to assist you. So within the kindness of that message, to focus on the fact that your account executive made one small mistake, is, in our opinion, a real shame. We also feel it’s worth noting that throughout our correspondence, you very rarely addressed your account executive by his own name. So yes, it was a mistake on our end. But it was also your account executive who began every message with a polite greeting. A difference in our communications that we would never normally point out. But we feel it’s important to do so since you called us out for a very small mistake after months of polite and professional correspondence.Again, we are sorry to hear that you feel your experience was anything less than sensational. We wholeheartedly believe that your opinion on the value will change once you see the results and impact that follow in the wake of your rebrand. It is our hope that one day in the future, you will look back on your experience with us and conclude that the investment was absolutely worth it, and that we did in fact provide the five-star experience that we pride ourselves on delivering for each and every client.