Complaints

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• Initial Complaint

  Date:11/18/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 8/26/25 I hired Wild Lemon Creative (WLC) to create a custom visual brand for my small business. Before signing the contract, I asked the owner whether she used Adobe stock elements. She told me her work was 100% custom and from scratch, with only rare vector files purchased directly from an artist. Based on that, I signed her contract and paid a $1,250 deposit.She delivered three brand concepts. I chose one for refinement, but the follow-up presentation was awful. I asked her to return to the drawing board; she said shed send updates in two days. A week passed with nothing. I checked in, three more days went by without a response.During this time, I discovered that all of the icons and graphics used in her presentation were available on Adobe Stock, Canva, and Shutterstock. I told her I wanted to end the project and requested a refund.Instead of apologizing, she said I should have brought it up sooner and claimed the assets were purchased directly from an artist. When I asked who the artist was, she said Adobe Stock and argued that using an ***** subscription was the same as buying directly from the creator.After more emails, she offered a partial apology and said she would make it right by outsourcing to a different designer. I asked to see examples. Two days later she refused, said that information was privileged and ended the project herself. In her final email, she admitted she had used non-custom icons in the concepts but still refused a refund.Her contract states the $1,250 deposit is non-refundable, but the contract also states she would provide custom icons. She violated her own terms. The contract also states that if she cannot or will not perform her obligations, she must issue a refund based on services rendered.I am requesting a $1,000 refund for services misrepresented and not delivered as promised.

  Business Response

  Date: 11/19/2025

  Wild Lemon Creative fulfilled the agreed-upon scope of work under the signed contract with Ms. ***** The first phase of the brand project included research, discovery, moodboards, color palette and typeface development, conceptual direction, and multiple brand design ideations totaling over ten hours of professional time. As stated in the signed agreement: The first payment is a non-refundable retainer. At a minimum, Client agrees that the retainer fee fairly compensates Designer for committing to provide the Services and turning down other potential projects/clients.

  
  The client elected to discontinue the project prior to completion. This does not constitute non-performance or breach of contract.
  Our studio made multiple good-faith efforts to address the clients concerns and offered alternative design solutions. The decision to end the project was made by the client, and all contracted work was completed in accordance with the agreed terms.

  
  Wild Lemon Creative has acted in full compliance with the contract and industry standards, and no refund is warranted.

  Customer Answer

  Date: 11/19/2025

  Complaint: 24150428

  I am rejecting this response because: 

  Wild Lemon Creative's response was false. She did not deliver the services that were promised, and the branding process was misrepresented from the start. I entered this contract in good faith based on the assurance that all work would be fully custom and created from scratch. That was proven untrue in the work that followed.
  It is clear in our written correspondence that I was misled, and when I gave Wild Lemon Creative the chance to make it right, they reneged on that offer and ended the project themselves.
  I believe future clients deserve full transparency before entering into any agreement with this studio. No one should have to navigate the same lack of professionalism and misrepresentation that I experienced.
  I am still requesting a partial refund of $1,000, which is more than reasonable given the work provided. In no scenario does the quality or substance of what was delivered justify retaining the full deposit. Based on the materials presented to me, there is no credible evidence that ten hours of professional work were completed. The time claimed and the work delivered simply do not align in scope, effort, or outcome.
  
  
  Sincerely,
  
  ***** Hack

  Customer Answer

  Date: 11/20/2025

  Good morning, 

  I am reaching out to inform you that Wild Lemon Creative, as of today (11/20/25), has sent me a personal email informing me they will issue a full refund within the next couple weeks. 

  
  

  I believe this matter is now solved. 

  
  

  Thank you.