Support Problems

Terrible customer service rated 1.3 out of 5

Dropbox customer service receives abysmal 1.3/5 ratings. Users report useless chatbots with no human support available. Support tickets are ignored or auto-closed without resolution. One user reported being charged for an annual subscription that was never activated, with support closing tickets repeatedly without fixing the issue for over 2 months.

Nightmare cancellation process - some users report years of trying

Users report extreme difficulty canceling Dropbox subscriptions. One Washington Post article documented a user who spent hours over two years trying to cancel. The cancellation option is buried in settings, and some users report being unable to find it at all. Complaints of being charged after attempting cancellation are common.

Slow and inconsistent customer support

Users consistently report poor customer support experience with slow response times and inconsistent quality of assistance. G2, Capterra, and Trustpilot reviews frequently mention waiting days for responses to critical issues. One Trustpilot reviewer reported trying 4 times to cancel a subscription without success. Software Advice rates support 4.1/5, with specific complaints about unhelpful agents and long wait times.

Aggressive sales outreach after demo request

After requesting a demo, users report being relentlessly bombarded with calls—up to 10 times a day, starting as early as 7 a.m. This level of aggressive sales outreach is described as intrusive and exhausting, leading to negative first impressions even before using the product.

Support tickets left open for weeks

Users report support tickets being left open for weeks without resolution. Customer support chat fails mid-conversation, causing chat history to be lost. Multiple reviews describe the support team as having 'a lack of understanding of their product' and blaming issues on customers instead of fixing problems. Some users report waiting for refunds since April 2025.

Difficult to cancel subscription and get refunds

Users complain that Freshsales won't cancel subscriptions even when account cancellation is requested, and will continue charging monthly. The company claims they 'need to get approval and the process is long.' Users report Freshsales won't refund feature add-ons used for less than 7 days and keeps money if customers cancel one day after renewal.

Account deletion takes 6+ weeks despite promises

Users report account deletion taking 6+ weeks even though ConvertKit promises deletion within 48 hours. Some users had their accounts randomly blocked after requesting deletion. GDPR compliance concerns raised.

Support quality inconsistent and slow response times

Support experiences vary widely. Some get helpful responses, others wait days for generic answers. Complex issues often require multiple back-and-forth emails. Live chat not always available when needed.

No phone support - email and chatbot-based help only

Klaviyo offers no phone support at any tier. Live chat is only available weekdays 9am-5pm EST and often handled by a virtual assistant. Users report slow response times, unhelpful agents, and unresolved issues going on for weeks.

Support just repeats documentation without real help

Customer support is described as completely out of their depth. They simply repeat documentation, provide no real assistance, and show little understanding of the impact issues have on live businesses. Competency within the support team is inconsistent.

No refunds policy not shown during signup

GetResponse doesn't offer refunds, claiming it's in Terms of Service. Users report this policy is never shown during signup. Described as 'poor customer service' and deceptive practice.

Support agents cut off customers before resolution

Support agents have limited knowledge and cut off customers before issues are resolved to get to other queries. Account managers sometimes don't respond for days. Quality varies dramatically.

Phone support discontinued in 2025 - AI chatbot barriers

Shopify discontinued phone support in Spring 2025. Users must now convince an AI chatbot to speak to a human. Support described as 'unbelievably bad' even for merchants paying hundreds monthly. Small businesses have no recourse when locked out.

Years-old issues remain unresolved

Some issues have persisted for years without resolution from Shopify. Tech support wait times are long. Unless on highest tier plan ($299+), merchants are effectively abandoned when problems arise.

Support struggles with technical and billing questions

While BigCommerce claims 24/7 support with 2-minute response times, users report customer service unable to answer technical, billing, or basic account questions. Enterprise customers paying $600/month for 'premium support' describe it as 'a joke' with slow responses and unresolved issues. Email responses take significantly longer than live chat.

No refund policy and difficult cancellation

Trustpilot reviews reveal there's no cancellation or refund policy for any plans, and BigCommerce doesn't tell you this when signing up. When customers close their stores, BigCommerce immediately removes access to all sales records and financials with no warning. Some report being charged months after cancellation.

Customer support slow and unhelpful

Users report long wait times, scripted unhelpful responses, and difficulty reaching live agents. Free plan users have severely limited support access. Ticket responses take 24-48 hours and quality varies significantly between representatives - some thorough, others provide only basic guidance.

Cancellation and refund difficulties

Users report having to 'jump through hoops' to cancel accounts instead of easy cancellation. Some claim Wix wouldn't issue refunds even with years remaining on multi-year plans. The 14-day money-back guarantee exists, but processing refunds beyond that is problematic.

Customer support is slow and unhelpful

Users report cases being closed within 5 minutes without response. Messages ignored for months. Simple account changes taking weeks with daily denials. 'No real support structure, no escalation path that leads to a human conversation.' Automated responses dominate.

No phone support for standard accounts

Standard accounts have no phone support option. Email and chat support are slow. Only enterprise customers with higher volumes get dedicated support. Smaller merchants are left with automated responses.

Customer support rated 1.3/5 on Trustpilot

Over 36,852 reviews on Trustpilot with 1.3/5 average rating. Users describe support as 'only AI assistant,' 'arguing with robots,' and 'battling an unresponsive website.' Many issues require multiple follow-ups with no resolution. Hidden fees and dispute fees added without explanation.

Dispute resolution takes weeks with no human review

Resolution Center process described as 'new people responding without reading the case.' Users constantly repeat themselves, get duplicate responses. PayPal keeps requesting 'more documentation' then refuses claims anyway. 20-day resolution window often extended.

Unresponsive customer support with billing disputes

Notion has a 2.6 rating on Trustpilot (40% 1-star reviews) and an F rating from the Better Business Bureau with 111 complaints over 3 years. Users report months-long waits for billing dispute resolution, condescending support interactions, and being locked out of accounts when downgrading plans. Some users report their only recourse was public Twitter pressure to get responses.

Customer support is slow and stringent with bureaucratic policies

G2 reviews describe support as 'really, really bad' with emails taking months for a reply. Capterra users report it's hard to reach a human agent and tickets get bounced between departments. Support policies are overly stringent - for example, only the primary workspace owner can approve certain requests even if you're an administrator. Free plan users have no customer support access at all.

Basic plan support feels like free tier

Multiple Capterra reviewers report that 'the basic plan's level of customer support feels like the free version, as if you don't matter unless you're on the Pro package or higher.' One user put it plainly: 'The customer service could not be worse.' Users on lower tiers struggle to get help with setup and issues.

Slow customer support with delayed responses

Users report 'it takes time for them to reply, or users are unable to speak to a real person.' When reporting bugs, ClickUp often says 'they cannot reproduce the issue' even when users have video evidence. Support described as having 'confusing policies, no communication, and a total lack of accountability.'

Premium support restricted to higher tiers

Unlike competitors that provide 24/7 support on all plans, Jira restricts faster support to highest tiers. Organizations with limited technical expertise struggle with self-service support. Complex configuration issues can go unresolved without premium support access.

Basic plan lacks priority support

Customer service is described as 'not good' on lower tiers. Only Pro Unlimited ($299/month) includes 24/7 priority support and 1:1 onboarding. Basic plan users are limited to tutorials, knowledge base, and ticketing systems.

Slow customer support during peak times

Customer support becomes slow during peak times. Some users report tickets going unresolved for 2+ weeks when trying to fix minor bugs. There's no phone support available - only email-based support through the help center.

Unresponsive customer support after layoffs

After Bending Spoons laid off nearly all US employees in 2023, customer support has deteriorated significantly. Users report accounts cancelled without reimbursement, being charged while locked out, and receiving only automated replies. Some cannot even contact support because their accounts were cancelled.

Rude support responses and community moderation issues

Users report receiving rude responses from support when requesting features like inline LaTeX equations. The Roam team also banned users from their subreddit for negative posts, raising concerns about defensive community management.

Abysmal customer service - no human support available

2025 reviews highlight severe customer service problems. There's no phone support, no way to speak to a human, and tickets and emails go unanswered. For an enterprise product with premium pricing, the support experience is unacceptable. Users feel abandoned when issues arise.

Poor customer support for data recovery

Users report Apple Support being unhelpful when data is lost, often saying nothing can be done. Support cases go unanswered before 30-day auto-closure. Trustpilot and PissedConsumer reviews frequently cite billing issues and long waits to resolve subscription problems.

Customer support rated 1.5/5 - unhelpful and unresponsive

Zoom customer service is rated 1.5 out of 5. Users report reps don't read messages, ask for already-provided information repeatedly, and keep tickets alive without resolving issues. Support seems designed to make customers give up. Billing disputes are especially difficult to resolve.

Unhelpful and unresponsive customer support

Trustpilot and community forums are filled with complaints about Webex support. Users describe help desks as 'useless' with ignored messages, unanswered emails, and no clear way to make official complaints. Support staff are reportedly unwilling to investigate repeated issues even with evidence provided.

Customer support uses bots, ignores real issues

Discord support is widely criticized for responding with AI bots rather than humans. Users report that support never reads their actual issues and simply marks problems as 'solved' to hit quotas. Appeals for hacked accounts or unjust bans receive only automated responses.

Customer support is unresponsive

Users report paying for Loom but service not working, with support emails going unanswered after multiple attempts. One user paid $180/month but received no response to three support emails. Weekly support emails are required because something doesn't work.

Customer support unresponsive - 5+ days for replies

Support is limited to chat and AI for most users. Responses take 5+ days for ticket replies. Phone support is only available for Enterprise customers. Free users report difficulty reaching real support representatives, being limited to chatbots.

Support responses delayed with template replies

Trustpilot 1-star review: 'you wait 3 days for a response, only to get template replies' and feels abandoned for complex issues beyond basic video calls. Company responds to 100% of negative reviews within one week, but resolution quality varies. Support not available weekends.

No phone support, slow email responses

Doodle only offers email support with no phone option. Users report slow response times and delays in getting help. For a paid product, the support experience is frustrating, especially for time-sensitive scheduling issues.

Email-only support with slow responses

Acuity offers no phone support, only email. Users report slow customer service and issues that remain unresolved despite multiple contact attempts. For service businesses with urgent booking problems, this is inadequate.

Customer service issues - slow and generic responses

On Trustpilot (1.9/5), users report customer service takes too long to reply, gives generic advice, and never provides actionable steps. When asked for help, customers are told to read help center articles, join forums, or pay for partner consulting.

Customer service described as nonexistent

Users report customer service is terrible with no replies, accounts deleted without warning, and multi-week waits to add users. Support tickets and bug reports go unanswered. Features on the idea board with thousands of votes have been ignored for years.

Support quality varies dramatically by tier

Faster response times and phone support are reserved for higher-paying customers. Users on lower tiers experience delays and are limited to chat and email support. One user contacted support 20+ times over 30 days with promises unfulfilled and account shut down.

Support responds with templates, slow to help

Users complain that support responds with templates instead of taking problems seriously. Response times are sometimes too long. This is particularly frustrating when dealing with bugs from new feature updates that significantly impact productivity.

Customer support is slow and difficult to reach

Users report no live support available, with support scheduling calls days later. Multiple reviewers mention going back and forth via email without resolution. Lower-tier plans have even worse support access, with quality seeming inconsistent.

Customer support is slow and often unhelpful

Users report 'no more customer service, no more support' with only 'excuses.' Support teams are slow and unhelpful, often pushing professional services rather than resolving issues. Basic bugs like filters not working remained unresolved for over a month.

Customer service is nonexistent with no phone support

Users describe support as 'terrible and non-existent' with 'no phone number.' Support is only available on higher-tier plans. When issues arise, the process is complicated with slow responses, unhelpful staff, and outsourced support that doesn't resolve problems.

Support quality declined dramatically - now takes days

Users report support was fast when they first joined but now takes days for responses. It's 'next to impossible to get through to a person.' Companies are charged $79 extra just to have a phone call with support.

Free users get zero support - paid support limited

Free plan includes no support at all. Starter plan only has email support. Phone support requires Business plan at $65/month minimum. Users complain about slow replies, canned responses, and agents who don't understand the product.

Support is slow and gives incomplete answers

Support is described as 'terrible' and 'extremely slow.' Responses take days, and when they arrive, they 'only half answer questions.' Users report 'no regard for customer satisfaction.' Live chat only available for $99+/month plans.

Delayed support responses on lower-tier plans

Several reviews mention delayed responses, especially on lower-tier plans. Some users report support never replied except for automated emails, claiming 'support doesn't exist.' No phone support available.

Lack of empathy and transparency from billing/support

Reviews describe complete lack of empathy, transparency, and follow-through from Billing and Support. Requests 'under review' for months without resolution. Trust in the vendor completely destroyed.

Poor or delayed customer service responses

Despite 24/7 support claims, some users report delayed responses and poor resolution. Support quality has decreased according to reviews. Complex issues may go unresolved for days.

No human support - only AI chatbot available

Support described as terrible with only AI bot available. No phone number, real chat with human, or email. Users cannot properly submit system status reports for help. Self-help resources inadequate.

No phone support available

Squarespace does not offer phone support at all. Support is limited to live chat (4am-8pm EST) and email (24hr response time). Users report frustration when facing urgent technical issues with no way to speak to someone directly. The AI chatbot often sends users in circles before connecting to a human.

Customer support slow and unhelpful

Customer service is described as 'close to non-existent'. Unlike other website builders with live chat, Webflow only offers email support with responses taking up to 2 weeks. Users report boilerplate answers, lack of human interaction, and inability to resolve issues. Some paid for templates but couldn't use them with no response from support.

Customer support slow to respond

Support responses take days to weeks. Users report generic answers that don't address specific issues. No phone support, limited live chat hours. Critical site problems leave users without help. Community Discord is helpful but not official support.

Customer support is dismissive and limited

Ghost(Pro) basic tier only gets Monday-Friday email support - no weekends. When issues arise, responses feel dismissive with generic, canned answers. Users report feeling like they're on their own past easy stuff. Site problems on weekends mean waiting until Monday for help.

Support depends on host and plugins

WordPress.org has no official support - you rely on community forums, your hosting provider, and individual plugin developers. When problems arise, there's no single place to turn. Some hosts and plugins offer good support; others leave you stranded.

Customer support is essentially non-existent

Substack has a 1.4/5 Trustpilot rating largely due to support. Users face unhelpful AI chatbots with no human support option. Only 10% of users reach a real person; 1% get issues resolved. Billing problems, double charges, and cancellation issues go unresolved for months.

Customer support is notoriously poor

Medium has a 1.7/5 Trustpilot rating largely due to support issues. Users report accounts locked with no explanation, billing problems unresolved, and generic responses. The Trust & Safety team is criticized as ineffective. Issues can take months to resolve or never get resolved.

Customer support is slow and sometimes non-existent

Users report submitting support tickets with zero replies. Chat support has been replaced with chatbots, requiring upgrade to premium ($39+/month) for human support. Urgent issues go unresolved for days or weeks. Some users describe support as 'frustratingly slow' or 'non-existent.'

Customer support is effectively non-existent

Gumroad has a 1.4/5 Trustpilot rating largely due to support issues. Users describe 'zero customer support' with only automated responses. The chatbot is 'utterly useless, providing only generic, scripted responses.' Emails go unanswered. Getting human help is nearly impossible.

Customer support is slow to non-existent

Users report 'almost no customer support' with weeks of silence despite follow-up emails. AI chat support provides limited help, with human responses taking a week or more 'if lucky.' Critical issues during onboarding go unresolved, leaving sellers stuck.

Customer support is slow and unresponsive

Users report poor support with responses that rarely come, even after days or weeks. One user stated their email went unanswered for two weeks despite multiple follow-ups. Refund requests sometimes wait a week or more without response. Support is faster for enterprise customers.