AVOID AT ALL COSTS
If you know what is good for you and your business/the company you work for, you would stay far, FAR away from Smartsheet's. It has taken 6 weeks now....yes, 6 WEEKS, to attempt to accomplish a VERY simple task - switching from an annual plan to a monthly paid plan with them. Minimum 1+ weeks in between responses from them. They will continue to resend you the same transition instructions and not read your emails listing details and screenshots showing why those instructions are not working for us. They will bounce you around to various support 'specialists', all while none of them understand a single thing about the company they work for. And apparently, helping a customer switch from an annual paid plan to a monthly paid plan is the hardest task ever, and so far, 5 people have not been able to help us resolve the problems that THEIR SYSTEM keeps blocking us on.
Rachael Tucci
It's good but expensive for what it is
It's good but expensive for what it is. Google Docs comes close for free. I pay £650 a year, and for that I would expect some support.Phone support is extra, and hundreds more.I only need support once a year, if that. The only support apart from AI and community, which never works, is a ticket system, and they get back to you in a week with an article that doesn't fix the issue. The current issue is that the backups have stopped working
Guy Allwood
Stay away from Smartsheet
Be extremely cautious before committing to Smartsheet.Their current pricing model is inflexible and punitive, designed to lock customers in and discourage change. Discounts disappear the moment anything is adjusted.Support staff were dismissive and arrogant, showing little care for customer impact.There are plenty of competing tools that don’t operate like this. Do yourself a favour and stay away.
Garry Hooper
Not Worth the Cost or the Attitude
Smartsheet changed their subscription model and turned pricing into a penalty system.You’re forced to pay for users you don’t need, and the moment you make even a minor change to your subscription they strip away discounts. Normal business flexibility is treated like a breach of contract.This doesn’t feel like a customer-first SaaS company anymore — it feels deliberately designed to lock customers in and extract more money.For a product that’s already fairly average, this pricing approach is the final straw. I’d strongly suggest looking at alternatives.
Ken
They would not let a Not for Profit organisation cancel their subscription of $5,000!
We have been using Smartsheet for 3 years and it was funded through a grant we had, as we are a Not for Profit organisation. The grant finished and I went to cancel our Smartsheet subscription, but they told me I couldn't and that we had to pay the next yearly fee which is about $5,000.... as I was meant to notify them 30 day prior to the cancellation date. I only received one email about this, reminding me. But as I receive a lot of emails from them with other sales information, I don't read their emails all the time. To not show any remorse or courtesy for a Not for Profit is sad and now this will be impacting our orgnisation moving forward. I would not recommend this service.
Danielle Elizabeth Packer
Worst experience ever
I was a pro business account!This company was one of the best I ever used, but WOW the support is horrendous as in no support unless your paying 1000.00 a month. Do not use this software
Ron Ritter
Save a step and choose a different platform.
The first time I used Smartsheet it was with an external vendor and the collaboration was fantastic! That was before the licensing model changes that happened in 2025. Now collaboration is more difficult and more expensive.Customer support is not great, as everything starts with an AI agent. Unable to get around it, multiple tickets were incorrect and needed to be recreated. On hold times of more than an hour the last 3 times I have called before I gave up and requested a call back. I have yet to get a call back from support.The worst part of the platform is the behind the scene changes that broke our instance. We spent months tracking and troubleshooting internally only to find that Smartsheet had changed something that they won't disclose. We got that issue resolved, but more have happened since then. We are presently looking to migrate to a new system before contract renewal.
DAN A
I have reported spam emails from this…
I have reported spam emails from this scam company for months. I have repeatedly asked to be taken off their mailing list, but I still get weekly emails.
Jon Brabbs
I'd agree with other reviewers
I'd agree with other reviewers. Interface is great for simple pm and easy comms with stakeholders but basics such as account set up, inviting partners to join / administrate and the simple day to day thinks are horrendous - massive saving lags means never being certain if / when updates are saved. Invited team members don't receive invites. Added members dont show in dashboard... and on and on and on. AVOID
Customer
Smartsheet is worthless, prone to errors that not even their own techs can fix.
Smartsheet is, without a doubt, THE worst company we have ever worked with. The only reason I didn't give this a zero is that the review made me choose one or more stars. The customer service is worthless. They insist they have solved a problem and close the case without ever truly listening to the problem and solving it effectively. You can't ever get a hold of an actual person who will take accountability of the service request. We cannot even reach our salesperson without a week+ wait. Save your time, money, and sanity by avoiding this company at all costs!!!
Sarah Bosma Altena
Task management
I've been using Smartsheet a long time for project management tasks. I like the UI but the product needs serious improvement on task management on how it manages predecessors, durations and start and finish times. I've provided feedback in the past but never seen any improvement.The big obstacle now is that it lets you use enter hour durations but then rounds it up to a whole day! So on a Tech project that's fine until you get to the cutover when you need to work in hours
Alan Fisher
Horrible customer service.
Horrible customer service.
Sarah Hartung
Worst CS in the industry.
Worst CS in the industry.Smartsheet can decide if they want more money from you whenever they feel like it, giving zero to minimal heads up, and you will find out about it after they charged you, holding your money with no refund policy, basically holding you (your money) hostage, with nobody to talk too, ignoring you completely. Borderline criminal. Stay away, it's not like the product if best in class or anything.
Itay Kurgan
Pricing and Permissions
Pricing and Permissions. Smartsheet is a great product, but the new pricing tied to changing permissions levels is damaging how teams use it. I use Smartsheet myself, introduce it to businesses, and train teams to get value from it. Now I see clients rationing access, cutting back edit rights, and becoming more limited in how they share—all to avoid costs ... and unexpected costs. Not good for a collaborative tool!
John
If you click "Unsubscribe" it gives you…
If you click "Unsubscribe" it gives you a message stating that it may take 10 days to take effect ..... 3 months later, and still near-daily spam to people who don't want the emails. If you want to annoy (and ultimately lose) customers, then sign up for this company! The 1.4 star rating makes sense now.
Customer
This company scammed me
This company scammed me. Beware. I got a "free photoshoot" email from Uber, clicked on the link, which brought me to Smartshoot's website. I typed in my CC details (I assumed in case I wanted extra editing on the photos or something) and then they ended up charging me $125 after the shoot for no reason.Hours on the phone with the company, and they won't do anything about it. They offer no explanation. So bizarre. Hopefully you've done your research if you're looking on here. Do not use them. Happy to answer more questions about this. You can find me by searching my name.
Paul S
Would rate it 0/5 if I could
Would rate it 0/5 if I could. 0 support. Our account executive changed 3 times in the span of 6 months without us being told, we had to discover it everytime by emailing our old account executive, getting no answer, reaching out to other contacts in SmartSheet and then we would learn about the change. We were promised some rebates when they changed the billing model, never got them. Renewal management is a pain in the ass to deal with. They just seem very dishonest. As soon as you sign with them do not expect any type of support except for being sold more product.
Cuong Duy Kevin
worst company on the planet
worst company on the planet - no actual sheet that works properly and no support whatsoever. article that talk about sheets and have no actual use.
Layne Singh
worst support in the universe !
A great tool, totally let down by zero support !long term 10 year+ customer, nearly 2 x weeks with no resolution.don't recommend at all if you ever need support, look elsewhere !
Sel Rowlands
Say they close your account but charge you again
I have written to shut down my account twice, and they say it is solved, but then I am charged again. This is a scam company.-
Søren Printz
