Pixel Brand Design — An Over-Promise, Under-Deliver Experience
Pixel Brand Design falls short of its online claims. From the start, my representative seemed more focused on upselling other products than ensuring my logo project went smoothly. Throughout the process, I was continually offered additional services—like website design and a QR code layout for business cards—that felt unnecessary for my needs. The final straw was when, after approving my logo revisions, I was informed that my logo needed to be trademarked through the United States Patent and Trademark Office (USPTO). The representative offered their in-house service for $649 (basic) or $989 (with extras), which was presented in a way that implied the trademark was essential to receive my logo. As an experienced business owner, I questioned this and was later assured that the logo delivery didn’t depend on the trademark registration, which was optional. After declining the trademark, I still had to follow up multiple times to receive my logo, despite more upsell attempts. Ultimately, I received my logo, but the process was far from seamless. My advice? Stick with reputable companies like Vistaprint that prioritize transparency and customer satisfaction over constant upsells.
By Myklos Fahey, L.
Response from Pixel Brand Design· Nov 1, 2024
Dear Myklos, Thank you for taking the time to share your feedback on Trustpilot. We genuinely value your perspective and apologize for any frustration you encountered during our collaboration. Our aim is to provide a seamless experience for all our clients and to meet their needs effectively. We understand your concerns about upselling; please know that our intention was to suggest services that could enhance your branding. We apologize if this felt overwhelming. The logo was delivered as promised, along with recommendations for different file formats to meet your requirements. We appreciate your patience during the few days it took to receive your response, but we ensured that the logo was delivered on the same day you approved it. Regarding the trademark discussion, our recommendation was made with your best interests in mind. We want to reiterate that the logo was delivered as agreed, and we strive to maintain clarity about any additional services. Your satisfaction is our priority, and we regret if our communication fell short. We would welcome the chance to discuss how we can address these issues. We are committed to making things right and would greatly appreciate your reconsideration of your review. Our team followed your instructions and guidelines closely, and we sincerely apologize if my recommendations caused any frustration. Thank you for your understanding. Best regards, Pixel Brand Design Team