Frustrating Pre-Sales Experience — Not What You’d Expect from a “Premium” Design Partner
I wasn’t a customer of Superside, but I did go through their pre-sales process—and that alone was enough for me to walk away. To start, my first scheduled sales call was missed. The second one went ahead, and while the rep was polite and professional, the deeper issues were already obvious. Superside currently sits at a 3.9 rating on Trustpilot, which is surprisingly low for a company positioning itself as a premium design and creative partner. A quick glance at recent reviews over the last few months shows recurring themes: capacity issues and what appears to be a lack of clarity around their Ideal Customer Profile (ICP). These are signals of misalignment at the leadership level. But here’s the main issue: pricing transparency. Somewhere in small text on their site, it says pricing starts from $6,000 to $100,000 per month. That is not a detail that should be buried—it should be upfront and loud. You’re a UX/design company. If your site’s UX doesn’t make key information like this obvious, that’s a red flag. My time is valuable—I bill at $800/hour—and sitting through a call just to find out you’re out of budget range is frustrating. If you’re a high-end company, act like one: 1. Make your pricing bold and obvious, or remove it altogether and position yourself as custom/enterprise only. 2. Revisit your ICP—your recent reviews make it clear that you’re not qualifying leads correctly. 3. Improve the first impression. Missed calls, unclear pricing, and mixed messaging don’t reflect premium service. Ultimately, I wouldn’t recommend Superside based on my experience. Their competitor set includes teams like ManyPixels and Kempi.io, but right now, Superside feels like it’s trying to serve everyone—and ending up truly serving no one well. Good luck to the team. Hope you refine the business model.