Choose another agency
After being a client for three and a half years, we're very disappointed with the quality of service we've received from this Magento development agency. Our initial experience was positive; their team was always fast to respond and the UK-based contact was friendly and approachable. We were under the assumption that we were receiving a quality and competent service that justified our long-term partnership.
However, a recent incident completely changed our perception. When our hosting team made an unexpected change to the server's Content Security Policy (CSP), our website lost a full day's revenue and orders. We were already aware of the hosting team's shortcomings, but what was truly shocking was the Magento agency's inability to diagnose the problem. Despite having limited technical knowledge myself, I was able to identify the issue just by looking at the console errors in the browser. It's concerning that a team of so-called experts couldn't do the same.
We gave them an opportunity to resolve their error and they insisted the downtime was not due to them, proving this by making a replica copy of the site on a staging server to show it was functioning. I had already acknowledged that the issue was not caused by them, but my frustration was with their lack of competence in diagnosing the issue. They continued to rely on the hosting team to implement a CSP policy (again, going back and forth because of incompetence on both sides), whereas a proper development agency should be aware of the resources loading on our site and take the lead on such matters.
When this incompetence was highlighted to the project manager, he became defensive, insisting his team was very competent despite their actions and communications showing otherwise. He argued that they had spent time on this and not billed for it, but we disagreed. This wasn't a favor; additional time was being spent because of their incompetence. They were unwilling to accept this, and we ultimately decided to end our long-standing partnership due to their poor technical skills.
Since moving to another agency, numerous areas of poor quality work have been highlighted. For example, they claimed that payment module upgrades were not possible due to our Magento version, yet our new agency has been able to perform these upgrades without any issues.
While they may provide fast responses, the issues we've experienced have raised severe questions regarding their development competency. If you want your Magento installation to be properly maintained and take the security of your site seriously, I would choose another agency.
