celeste C.
Posted
Premium package took weeks, poor communication, repeated “spam” excuses
I ordered Softriver’s Premium branding package in early January because their website promises “human-made branding delivered in 48 hours” and “fast, world-class design.” Unfortunately, that was not my initial experience. It took about two weeks before I received the first design concepts, and overall the process moved much slower than the timeline suggested on their website. Over the following weeks we received a few revisions, but the changes were fairly minimal and we often had to provide quite detailed direction ourselves to move the designs forward. Communication was also challenging at times. There were periods where responses took quite a while, and we were occasionally told emails had ended up in spam or had been sent to the wrong address, which made the process feel confusing and slower than expected. At one point we also booked a call expecting to speak directly with the design team, but it turned out to be with a sales representative who could only pass feedback along. However, after posting my review, the team became much more responsive and helpful. Communication improved significantly and they started addressing the project more actively. Overall, the service eventually improved, but the initial experience did not match the “48 hours / fast delivery” expectations set on the website. I hope the process becomes more streamlined in the future so it better reflects what is advertised.
Response from Softriver· Mar 10, 2026
Hi Celeste, First of all, thank you for taking the time to share such detailed feedback about your experience, we truly appreciate it. I’m really sorry that the beginning of the project didn’t reflect the level of speed and smoothness we aim to deliver. At Softriver we put a lot of pride into offering human-made branding with a fast turnaround, so when the process feels slower or unclear from a client’s perspective, it’s something we take very seriously. Looking back at the timeline you described, I understand why the early stages felt less streamlined than expected. The communication issues you mentioned, like emails ending up in spam could understandably make the process feel frustrating, and that’s definitely not the experience we want our clients to have. That said, I’m really glad that once the situation was brought to our attention, we were able to become more proactive, improve communication, and move the project forward in a much smoother way. Feedback like yours is genuinely valuable to us because it helps us see where we can improve and make the overall experience better and more consistent with the expectations we set. Thank you again for your patience throughout the process and also for acknowledging the improvements toward the end, it really means a lot. Wishing you all the best with your brand going forward, and if you ever need anything from us in the future, we’ll always be happy to help.