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• By Patrick H.

  February 10, 2023

  Interior Design

  $2,400

  Please note this is our second engagement with this vendor, each of which has had similar communication and project management challenges. However, this review is for the last project we engaged Ackenpucky, in which we terminated our business relationship.
  
  Background: In February 2022, the designer accepted a retainer for phase one, communicated the second project's process to us, and took measurements to provide a complete set of blueprints. As of July 2022, those blueprints had not been provided. We requested our first refund in July 2022 and were told that the retainer was exhausted. Surprised, we asked for a detailed account of those hours since, to date, we had not been provided anything. The story then changed that there were enough hours to finish the project, which we were told would include blueprints and a report of each room's furnishing recommendations (like the previous project the year prior). We asked the designer about the completed blueprints regarding our understanding of phase one. We were told that they would only provide blueprints one room at a time because they worked together on the blueprint and design elements (furnishings/fixtures).
  
  To that point, nothing provided to us showed progress or accounting of hours, but since we were promised a renewed focus on our project, we agreed to continue. Another four months continued with no tangible progress and little communication with the designer. We requested to sever our business relationship and receive a full refund. Again, this was when we were told that the retainer was exhausted and that they should be asking us for more money. Still, no blueprints or tangible items were delivered to us. They stated they would provide a complete set of blueprints to us the next day, which we declined. However, they provided them anyway.
  
  Independent Designer Review of Ackenpucky: Because it felt like rushed, last-minute work performed by the Ackenpucky designer to justify hours spent to not provide a refund, we contacted a trusted designer from another state to review the blueprints received, hoping for a subjective lens. We delivered only the brief contract of engagement from 11 months prior, what we paid, and the final blueprints provided within 72 hours after we requested a refund. The out-of-state designer could not view our home but knew that the blueprints provided by Ackenpucky had numerous errors that would require another fix. While the out-of-state designer commented that the blueprints were well done, the work product should have taken no greater than 30 days, not 11 months. While the itemized bill for the time spent was inflated by more time than it would have taken them to complete the same work, the out-of-state designer admitted that aptitude could vary and was not out of the range for the less experienced.
  
  Caveat Emptor: The out-of-state designer advised never to agree to a contract with any designer that isn't payment upon services rendered. Had we done that, I believe we would not have had the feeling that our money was taken with no value added. If you engage with the Ackenpucky artist directly, which we have, your experience is vastly different and positive. While we resoundingly believe in the artistic and design talent of Ackenpucky, they must address their consistent communication challenges/barriers (mainly ghosting), lack of organization to include a regular accounting of work performed, project and task management skills for effective follow-up, and neglectful customer service skills for them to be the agency of their immense potential. We would caution anyone to engage with Ackenpucky until they hire a skilled Project Portfolio Manager to manage their commitments effectively or insist on very clear service level expectations in your contract.
  
  Patrick Hart

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