Just don't do it.
I had a highly disappointing experience with this web agency and cannot recommend them. Initially, they came across as proactive and professional during the sales process, setting high expectations for a seamless project. However, once we signed the contract, communication declined drastically, and what followed was a series of frustrations.
They promised a complete website with a lead generation front end and a client portal for managing orders. Unfortunately, they proved incapable of delivering the latter. Despite the full project scope being outlined in their Master Service Agreement (MSA), they informed us—six months behind schedule—that they could only complete 50% of the project. No compensation or discount was offered for their failure to fulfill the contract, and they insisted on final 25% payment before releasing the incomplete site. This felt like being held to ransom.
Throughout the project, the agency showed a high staff turnover, resulting in multiple project managers, all with varying levels of communication and understanding of our needs. The final project manager, while competent, was shocked by the agency’s approach, but could do little to rectify the situation.
The design quality was impressive, but the functionality was severely lacking. We ultimately had to hire another developer to complete the client portal this agency failed to deliver. The CEO, who led the sales process, overpromised and later attempted to shift blame onto us rather than take accountability. Despite having clear commitments from the CEO in writing, they repeatedly referenced the Master Service Agreement (MSA), effectively disregarding prior assurances due to hidden clauses in the fine print.
Hidden fees and unexpected costs were another unwelcome surprise, and to add insult to injury, they are now attempting to lock us into a 2-year contract that we had verbally opted out of with their CEO.
In short, this agency felt more like a scam operation than a professional service. They overpromise, underdeliver, and exploit their clients by trapping them with contractual loopholes. Save yourself the hassle—just don’t do it.
Réponse de Yellowball
Hi Sam,
Thank you for taking the time to share your review. We value every piece of feedback as it helps us to grow and improve.
We’re truly sorry that your experience with Yellowball did not meet your expectations. Over the past decade, we’ve successfully delivered more than 150 large-scale WordPress projects, and our goal is always to bring that same level of care, precision, and expertise to every project we undertake. We pride ourselves on delivering exceptional client service, ensuring a high-quality experience, and exceeding expectations wherever possible. We regret that, in this instance, we were unable to fulfil the full scope as initially envisioned.
When we began working together, the project scope and timeline were developed based on the information available at that time. As the project progressed, your requirements for the client portal expanded significantly beyond the initial scope. Given the complexity of these evolving requirements, our engineering team proposed shifting from a WordPress-based solution to a custom Laravel framework to better handle the portal’s complexities and third-party integrations. We understand that these changes caused frustration, as well as delays and additional unbudgeted costs.
Throughout the project, we endeavoured to find the best possible solutions that would work for both sides. We absorbed the cost of significant additional UX/UI work and offered multiple flexible options for how to proceed with the portal, including a revised scope, alternative approaches, and partial refunds to help move things forward.
We’re pleased to hear that, despite these challenges, you were happy with the design quality of the final site we delivered.
Your feedback is invaluable to us and will help us refine our processes, particularly around scoping, communication, and adapting to evolving requirements. We wish you every success in the future.
Kind regards,
Owen
CEO, Yellowball
