Smartsheet Bewertungen 117

I set up smart sheet. Contacted and received a call from a sales team. They said I could upgrade on line or an account manager would do it. He did but didn't set up in Europe on my email address but in USA!!! I have been trying to sort this for weeks. They have admitted their fault but still not put it right! They have £600 of my money and I can't use it!!!

I am using the Smartsheet for one of my large program (3k+ lines). The product lacks basic features like version recovery and support is pretty much non-existent.
Their chat does not work (goes blank) and they ask you to log a Support ticket from a page where there is no way to open an incident.
When you call the helpline, you are expected to talk to a bot which tell you about features that does not exist in the product. I was asked to click a 'restore version' button that does not exist.
Finally I had to do a manual line by line restore to fix my Smartsheet which took hours on top of the time I spent chasing their support.

I highly recommend that you avoid this company.

Cumbersome, not user-friendly, and just messy way to manage cross-functional, multi-campaign projects. I wish my team stayed with Asana. I'd have better Project Management on Microsoft Word. At least I can search.

Avoid this company like the plague. There are way more simple and cost efficient collaboration tools available and their customer serivce is dreadful - slow, inefficient, do not listen you, read from a script and anything you require outside of a straighline is not possible.

Smartsheet support has been an absolute failure.

I opened a support case on April 10, 2026 for a basic account/admin issue: releasing or changing my primary email address after Smartsheet’s own UI change removed the ability to handle this properly through the Admin Center.

As of April 28, 2026, that case still shows as Unassigned. Not delayed. Not escalated. Not being worked on. Unassigned. Nearly three weeks later, nobody has even taken ownership of the ticket.

We are paying over $500 per month for this platform, and this is the level of service? A business-critical account issue sits untouched for almost three weeks?

The platform itself can be useful, but that means very little when the support structure behind it is this broken. If you run into anything involving account ownership, email conflicts, permissions, admin access, billing, or login issues, you may find yourself completely stuck with no practical way to get help from an actual human being.

The support portal is frustrating, the chatbot is useless for anything beyond canned responses, and escalation appears to be nonexistent unless you somehow find another way around their normal support process.

This is not a minor inconvenience. Smartsheet sells itself as business software for teams and operations. Businesses depend on these systems to run active workflows, reporting, and administrative processes. Leaving a paying customer’s support case untouched and unassigned for nearly three weeks is unacceptable.

All I needed was for my email/account issue to be resolved after Smartsheet changed the UI and took away the ability to manage it ourselves. Instead, I am left staring at an open case that nobody at Smartsheet has even bothered to assign.

For the cost of this software, the lack of support is honestly shocking.

Until Smartsheet provides real human support, clear escalation paths, and timely handling of account/admin issues, I cannot recommend this platform to any business that expects dependable service after the sale.

We had several calls/meetings to discuss our needs and shared the Excel spreadsheet we were using to track all of our projects. We were told by our initial contact that we would be able to integrate our spreadsheet data with Smartsheet. Once we paid for the year and had access to Smartsheet, the integration was not seamless and essentially did not work. What we were sold we did not receive. We contacted customer service and expressed our dissatisfaction. They first wanted to make sure that we paid, which we had, and then they let us know that they would cancel the renewal a year from now. How nice. Once they got their money (for the year) they could truly care less (as evidenced by the correspondence over this issue) if we were able to use Smartsheet or that what we were told of its capabilities and ability to integrate our data, were actually true. One of the worst customer service experiences in a long time.

Smartsheet refuse to cancel my account and have for the last three months taken unauthorised payments from my bank account
Please read online reviews on how poor they value their reputation over finance

I created some advanced applications in Smartsheet a couple of years ago. SS has great functionality (plus some glaring weaknesses) but at least it had good support back then. Having recently resubscribed I am unable to access my old sheets and reports etc and Support simply ignores my many requests for assistance. Plus, they recently changed the billing method so that every user pays which makes it very expensive. Plus, they require a minimum of 3 seats on the Business plan which means that I would have to pay $1000 per year when I am the only developer.
In short, do not buy Smartsheet. It's now an unreliable platform and too expensive.

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.

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

Nul, zéro rien à dire de plus.
Après renouvellement de mon abonnement Pro, mes fichiers ne sont plus accessibles et il est impossible de contacter Smartsheet pour régler le probleme. Tout est fait pour que vous ne puissiez pas les contacter. Une honte.

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.

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.

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.

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

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.

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.

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

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!!!

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