Eric
Enter at your own risk.
My longtime web designer decided to retire early as her husband was also retiring, so I went on a search for someone or something to repace her. I landed on WorkHero, mainly because they had such a good review average on Trustpilot. I soon learned that there is a great deal of work by the owner of the company by manipulating and maintaining that review average. Which now makes me question the validity of all the reviews regarding WorkHero. As soon as I started with them I received an email with an incentive in exchange for a cash discount on my first month of service if I left them a 5 star review on Trustpilot. I was under the impression that that violated the rules of Trustpilot. I felt like I was being forced/railroaded into leaving a great review before we even started the services. That was a huge red flag for me! How the heck am I going to leave them an appropriate review before they even started doing any work for me? The headquarters is in the USA in Austin Texas, but the work is done by a variety of staff in the Phillipines and South America, at least in my experience with them. There are issues with their staff availability, or at least Response Time, which can be a problem when dealing with tasks that need to be done immediately. I would get updates on changes I asked for the day befor at 2:30 am the next morning, I would respond at 5:30 am when I woke up and saw the message. If it was an urgent change I would respond immediately, but the change often wouldn't be completed until the next day because their work day in the Phillipines (or wherever) would be over by the time they got the reply. The platform went down multiple times in my short stint with them, making it impossible to enter requests to have tasks completed, which seemed like an omen to me. A simple thing like the dropdown menu where you select the website you want worked on wasn't working. It's disturbing that something like that could make the system come to a screeching halt. The original salesperson who was assigned to me was great, but when the rubber meets the road, the rest of the staff left little to be desired. The one website I had built by them took a great deal of effort on my part in getting it to the point where I wanted it. I guess I was spoiled with my years with my former designer, because she would always unveil a gorgeous website. The really frustrating part was having to ask them to update an aspect of the website multiple times before it got done correctly. And that ate into the few hours I was allotted for the month. In the first 6 days of my first paid month, my hours were used up! They told me I could scale up to the next level, WHICH IS MORE THAN DOUBLE THE PRICE OF THE LEVEL I SIGNED UP FOR. Or I could buy another month of the level I signed up for which buy me another 6 days, I'm guessing! And another nickel and diming part of their business, was to tell me that I needed to pay for FIGMA, which my company had never used before (didn't need to and never wanted to) for web design, even though I was under the impression that web design was part of what I was paying for. I guess if I was ever in a pinch and needed their service in the future, I would only do so as a temporary measure until I found somebody in the states to work with. (UPDATE: That's not gonna happen!) The moral of the story? Enter at your own risk. REVIEW ADD-ON OMG! Just got a message from the owner of WorkHero, trying to contadict my honest appraisal of the service I received. How dare you! If the owner watched over his company as much as he does the reviews on Trust Pilot, perhaps there wouldn't have been the issues he tries to gloss over. I am asking ALL REVIEWERS of WorkHero to reassess the initial review you left under the pressure tactics of this company, to go back re-assess your review for the sake of others who will be influenced by a review rating that is not commensurate with the services offered. This is the second time he has done this. He talked me out of leaving a poor review after the first week of service with them. I decided to delete that review under pressure from him. I can only assume that I am not the first person he has done this to.
Response from Work HeroJul 21, 2026
UPDATED REPLY Hi Eric, We were surprised and saddened by your review, especially since you had paused your plan rather than canceled, mentioned you might return, and discussed many of these points with us directly. Since they were raised publicly, we want to acknowledge where we fell short while clarifying key facts for you and our community. Trustpilot Review Incentive We did not offer $100 for a five-star review, nor was any discount conditional on positive feedback. The offer was a notice inside our client portal (not an email) offering a $100 account credit for sharing an honest experience on Trustpilot, regardless of rating. However, we understand why offering any review-related incentive creates the wrong impression. Your feedback helped us see this, and we have removed the notice entirely. Initial Outreach When you left a three-star review on day 13 of your free trial (after 8+ completed requests), Kevin reached out suggesting you wait until you had experienced enough of the service to leave a complete assessment, "good or bad." We are sorry this felt like pressure; our intent was to address your concerns, not force a high rating. Location & Portal Stability During sales calls, we explained that our developers are based in Latin America and the Philippines, aligned with US business hours. Routine tasks were delivered within our stated 24-to-48-hour window. We also acknowledge the portal menu instability you experienced. We apologize for the frustration, extended your trial twice to compensate, and corrected the underlying issue. Design Transition & Effort Replacing a developer/designer you relied on for seven years was a tough transition. Starting without existing brand documentation meant you had to participate more closely in design decisions than you were used to. We also take full responsibility for moments where our team missed details and had to redo work. Correcting the Data Usage & Tracked Hours: Regarding usage, our recorded June 11 call showed 36 hours used over nine days, not six, primarily for the custom website project you requested and that was very resource consuming, and in the end we completed in full. Across your trial and paid plan, our team logged 65.6 tracked hours. You paid a single invoice of US$1,299 for the 30-hour Starter plan, and we waived overage hours as a courtesy. Pricing & Custom Plans: Regarding pricing, continuing with us did not require paying double. We created custom intermediate plans (40h for $1,600 or 50h for $1,850), the latter of which you called a "reasonable fallback" and "the most attractive option." You could also purchase additional hours individually without buying an entire new month. Figma Tool: You never paid anything for Figma, and it was never required. Since this was your first time hearing about and using Figma, we offered the design service as a free trial to help create visual blueprints in place of assets from your past developer. When you opted out, our lead confirmed we could build directly from a reference website, and the module was removed at no cost. Refund & Moving Forward You did not request a refund during your plan or use our 60-day guarantee. However, after hearing your frustration, we offered a full refund plus three complimentary months to start fresh—with zero obligation to revise or remove your review. We take full ownership of the initial friction and portal issues. However, our records do not support claims of paid 5-star reviews, mandatory Figma charges, forced high-tier upgrades, or hours consumed in six days. Our refund and complimentary service offer remains open, and we welcome the opportunity to speak whenever you are ready. Kevin, Founder