Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired them on 3/24 to build my website. I provided them all the information needed on that day. ***** reached out to me in ****************************** questions that I had already supplied on the order form about my website. I had to send it to him so he could view it. Within 24 hours he sent me a screen shot a Wordpress template that was a complete miss and I provided him feedback. ***** reached out to me on 4/7 with an update and wanted to show me the test link. He then progressed to ask about web hosting and informed me that I needed to purchase this, I was told at the beginning that this was included, so I then asked him to send me prices. 4 hours later I receive a price estimate for $2k, when the original order was only $1394. On 4/7 I had canceled their service, asked for a refund, and now they will not give me my money even though it says on the listing that there is a 100% money back guarantee.On 4/11 a company manager named ***** reached out to me to try to resolve. I informed ***** that I just want my money back as he and the company breached my trust. ***** then spoke with his leader, and came back offering hosting for free. I informed him that I want my money back as I dont trust him or the company. I informed him that I put a dispute in with my credit company to resolve the issue and asked for he and the company to just refund my money. ***** started to argue, and tell me that it is my fault and that they will not refund my money.I have tried to get my money back from this company and they will not give it to me. They have not built my website or provided any service to me, and are completely not following their 100% Money Back Guarantee. ***** continued to text me after our call. He then stated that my calls were recorded, and I informed him that that is illegal without my permission. ***** advised me that they will not be refunding my money and will fight my dispute with my creditor, I received nothing from them and spent $1394.

  Business Response

  Date: 04/12/2023

  Hello ********,

  Thanks for bringing the complaint to our knowledge and we hope this email finds all of you at BBB well. 

  We here at Galaxy Web Studios have been in dialogue with the client who brought the complaint to your knowledge for a few weeks now. The package that he signed up for is clearly listed on our website. Please find below the link to our packages. The package he signed up for is referred to as the Professional Package which is listed in our e-commerce packages.

  Link: ***********************************************

  One of our representatives had a word with the client and the client settled for the Professional Package. Mentioning the details of the package below.

  Customized Design
  Up-to 500 ****************************** System (CMS)
  Full Shopping Cart Integration
  Payment Module Integration
  Easy Product Search
  Product Reviews
  5 Promotional Banners
  Team of Expert Designers & Developers
  Unlimited Revisions
  100% Satisfaction Guarantee
  100% ************* Guarantee
  100% Money Back Guarantee *

  As you can see, no where does it state that hosting is included in the package. Just like any other company, we have a list of terms & conditions as well which clearly list that any funds deposited for a project are not refundable after completion until the original design proposals are approved or a modification is demanded unless Galaxy Web ********* cancels or terminates the Contract for a reason other than your violation or non-performance. Attaching the approval sent to us by the client as well.

  Link to our terms & conditions: ***********************************************************

  As far as the dates the client is bringing to your knowledge is concerned, we hope that is self-explanatory with the email screenshots and the dates mentioned in the email screenshots.

  We're a very customer based company and we try ensuring 100% satisfaction from all our clients and that was the reason why our Head of Operations, ***** offered the client complimentary hosting but the client has been accusing us of fraud for no specific reason. 

  Moreover, he paid through the website which doesn't let a transaction go through unless the box for terms & conditions is checked.

  We hope the screenshots and the explanation clears the air but if there are still any questions/concerns, please don't hesitate in reaching out.

  Best Regards,
  Team Galaxy Web Studios

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19925166
  
  I am rejecting this response because:

  The business did not provide me any services at all. Their terms of service state explicitly that after a design is made they cannot refund the money. I have not received a design, I said stop the job as soon as they informed me that hosting was not included, prior to any designs being created. All that I approved, was a "test link", which I did not receive and was a Zoom call that just showed a standard WordPress template with my company name on it, the same thing that they provided me within 2 business days of my purchase. 

  This company has proceeded to tell me that I am a liar, that they illegally recorded me, and that they are not going to refund my money. They have stolen my money and provided me no service whatsoever. Then call me after I write a review speaking down to me, coaching me on what a "Fraud" is. Then they continue a conversation where they are trying to convince me of what I said during the call and what I agreed to, this is nothing but a bad cars salesman selling tactic, push the blame on the customer and make them believe that your false reality is the truth. 

  Fraudulent behavior is what they have done, they said they were going to provide a service, and they did not. They say on the listing that there is a 100% money back guarantee and they do not acknowledge or adhere to this. They say that they provide a 100% unique design and this is simply not true they are base templates, they say that they provide a CMS ******************* system for free but how is this possible if they do not provide hosting for free. All are lies. 

  I explicitly asked ********* on March 24th, prior to paying if hosting was included. His response was yes. 

  The companies listing says the package includes "CMS ******************* System", and they admit to telling me verbally that the package includes a domain. Both of these come free with any hosting service available, which is further showing that they are misrepresenting what they are advertising.

  I was told yesterday, 4/11, by ***** that I assumed what I was getting. The fact is I did not assume anything, I was told that the package would include hosting. Now it magically does not. However, when I state that I want to cancel they are now offering the $2k hosting for free. This is further acknowledgment that they are not telling the truth and are frauds. How is it that you are now going to offer an alleged additional $2k service free with a package that is priced at $1349. The logic here does not add up. 

  I just simply want my money back, in good faith, per the terms and conditions. You did not design anything for me, I did not receive a service product, or template, and you have completely blew my trust. Please give me my money back and lets go our separate ways. 

  I am afraid that if they continue to be unprofessional and continue to hold my money from me that I am rightfully owed, that I will be taking them to small claims court. I do not tolerate their bigoted bullying tactics and I will push this as far as I need to until they write their wrong. 

  Sincerely,
  
  *******************************

  Business Response

  Date: 04/13/2023

  Hello again ********,

  We hope this email finds you well too. We think we're going around in circles. The client selected the package he wanted to proceed with. All of what is included in the package is listed down on the website. Our terms & conditions are also listed down on the website. Moreover, the client paid through the website which doesn't let you proceed with a payment unless the terms & conditions box is checked. As per the terms & conditions listed on the website, it clearly states after a design has been approved, the client does not qualify for a refund.

  This was not a WordPress template because this was a design created on Adobe Illustrator. As far as the ****************** System (***) question is concerned, without a ***, there can be no changes made on WordPress. So yes, we provide a *** along with training on the *** so that our clients are not left alone in the dark once the website goes live.

  As mentioned previously, the sole reason why we're offering him complimentary hosting is because we take care of our clients and we don't want any unnecessary dissatisfaction. How we pay for hosting or how we take care of our finances is simply not his concern.

  We think through the screenshots attached previously, all of the correspondence can be seen where there is written confirmation by the client where we proceeded with creating a test link. Please find below the test link.

  Test Link: ***********************************************

  If there's still any confusions or concerns, please don't hesitate in reaching out.

  Best Regards,
  Team Galaxy Web Studios