Slow, error-prone and zero aftercare
We commissioned the team at digitally disruptive to build us new automated email flows; welcome flow, post purchase flow and abandoned cart flow. From commission in mid-November it took them until mid-March to finish them all. Part of the reason for this was that there seemed to be no QA built into their process flow - test emails sent with typos and basic errors that it was on us, the client to spot.
However, the lack of aftercare is shocking. Among the worst I've experienced in my career. So many things went wrong with these flows after they had finished their work, and every single time our complaints were met with "well, you signed it off, so...". Examples: our welcome flow included a quiz. We used the app they recommended and within weeks the app decided to shut down. A bit surprised that they weren't aware of this, so we went back and asked if there was an alternative app we should use and could they map the questions across. "That'll be an extra £500 please." Another example is that the reviews email doesn't generate verified reviews. We use reviews.io, and a dynamic link can be created so that as part of the post purchase flow people are sent a link to review the products they bought. We couldn't test this during sign-off as we didn't have any recent orders to use as test case but this ask was always part of the brief / scope. Lo and behold we later see that all links to "review" either go to our homepage or product page. If someone finds a way to leave a review on the product page, it shows as unverified. A simple fix that we've flagged and they've "looked at" and just said it's not possible, when the helpful people at reviews.io say it very much is.
Shockingly bad agency. Unclear if it's just incompetence or simple lack of morals - take your money and **** the aftercare. AVOID.