SurveyMonkeyReviews 109

Though as a tool surveymonkey deserves a 5/5 (well done designers!), it's policy on refunds is:
a. Devaluating for the product b. Provides a negative customer experience and c. I can assume it is illegal to be charged for services you have requested not to receive and have made no use of.

So surveymonkey management please get your act together we love your tool we hate your policies.

Just a refund when one cancels auto repeat subsciptions would do.
People would then reccomend you as a leggit company and you'd get your 5 stars vs such bad publicity you receive.
And yes your service is worth keeping, it's valuable and has lots of applications (that you have further expanded over the years and well done for that), just don't let it go down due to customer inconsiderate policies.

Survey Monkey just charged me $443 on my AMEX for an annual auto renew I knew nothing about. I had to "communicate" with bots for two hours just to get an email to a live person. No access to anyone by phone. Then I was informed via email that because I disputed their bogus charge with AMEX they could not refund it. An outright lie. Try navigating their site to deal with bogus charges. It's designed to frustrate, confuse and exhaust the user so they will give up. Please don't give your money or business to a company like this.

We purchased a plan from Survey Monkey and within a week discovered that the plan was insufficient for our needs after some preliminary testing. We upgraded to a higher level plan and asked for a refund for the original plan. This request was denied.

We do not recommend this company.

This website is absolute garbage. I am a public school teacher. I wanted to use the free version to conduct one survey with my students in order to better my teaching practice. I avoided using any paid features as I live on a teacher's salary and cannot afford extra expenses. Little did I know that if you go to the page where it compares versions you are informed that they will WITHHOLD responses from you behind a pay wall.

I have over 150 students and I will only be able to read 10 of their responses. Otherwise I need to pay them $50 for the privilege of reading text that my students have already filled out for me. It would cost them nothing to give me the information I need, however their customer service team has been decidedly unhelpful. They believe that paying $50 for one survey is a reasonable, cheap option. I believe that I have been deceived and I am profoundly disgusted by their business practices. I will be telling everyone I can not to use this service. Go somewhere less deceitful.

1. Their cancellation policy is no refunds. *UPDATE* I heard back from a real person and they still refused to refund me --> they value short-term profit over long-term profit/success.
2. They ludicrously overcharge for their service ($100/month is ridiculous).
3. They automatically charge you without your consent (their website is purposely built that way to cheat people). *UPDATE* Their customer service representative defended this position! They prioritize short-term profit over customers & long-term profit/success.
4. They have no customer service. Their customer service is a help bot with no alternatives. *UPDATE* Customer service is unwilling to work/compromise with customers!
5. They tell paid users that they have 24/7 customer support, but it's controlled by the help bot.
6. Every single time I've logged in from the same device, but they tell me they don't "recognize my device".
7. Every single time I've logged in they tell me my login is suspicious because of the above and make me do a complicated "verification routine" that wastes my time.
8. Their website is super simple but cluttered. So I'm paying $100 a month for extremely basic features that are hard to find and waste my time.

They set the auto renew feature to on automatically. They do not tell you this nor do they send an email before it renews - only after. Its very misleading in my view

Beware if you sign up for a 'free' SurveyMonkey account. They advertise 40 responses / survey available in free account option. We got 20 responses but SurveyMonkey is only enabling us access to 10 responses. Customer service says if we "wish to view more than 10 responses, you will need to upgrade to a paid plan". So, they're holding our data to ransom until we sign up and pay them money! This sounds like misleading advertising, luring people in with false claims as to what's available. We're a community group with 25 members, and little money, and only need to do one survey per year. Customer service justified the change to our account options, saying that SurveyMonkey selected our account for one of their many experiments to change what an account is able to do, so they can 'test the market' on 'optimizations for prices and packages'. My response to SurveyMonkey about whether the market will accept them restricting a free account after the survey has run from 40 down to 10 responses and holding the data for free is: NO! We're not going to upgrade, and we'll find a different way to survey members.

Description says freemium, says up to 10 questions for basic plan and unlimited responses. After survey is deployed, you have to pay $100 minimum to see the "unlimited responses." Survey Monkey used to be a good honest low cost survey engine, but now it is relying on bait and switch to make money because their software is better than free but not as good as other paid services.

Their renewal policy is fraudulous and does not respect market laws. Even if we canceled in advance and turned off the renewal policy Momentive decided to take money from our accounts, which is considered a fraud. Also consider that for the price, there are so many tools much more in advance. Survey Monkey functionalities and product offering are outdated.

I have a background in creating surveys, so I was delighted to see Survey Monkey come along in 1999. Businesses can learn a lot through perceptive and useful surveys. Marketing folks have used Focus Groups for decades. Today, and during the past two years, Survey Monkey has lost all focus and purpose. Survey Monkey is now owned by a vague company called Momentive, and it is 99% about promoting themselves, despite their most powerful leaders being white males, as 100% committed to diversity. In fact, if the person being surveyed proves to be less than a diversity conforming junkie, Survey Monkey knocks the "bad" survey taker out by failing to record their answers no matter how many times the answer is given so as not to use any answers from such a person. Survey Monkey is 100% corrupt, deceitful and dishonest. Why bother giving surveys if the answers are pre-determined and required. There is nothing to be learned at Survey Monkey. The "leadership" celebrates themselves as immensely "Woke", but they remain 100% ignorant.

I have tried to fix a problem and as a paying customer they will not live chat with me or call me. I have been unable to use the surveys for over a month.

I had high hopes for SM. But the service that they offer is not very good. They are VERY expensive, and the membership options are shockingly poor. There are way better options out there for less or free. In order to get even some pretty basic services, they really overcharge. Additionally, it's sort of a trap. I have yet to figure out how to cancel my membership. They will let me upgrade (of course), but not downgrade. They won't cancel my subscription either. Customer Service is horrible. I'm appalled. I had high hopes, but this has been incredibly disappointing.

I accidentally purchased the wrong plan. I noticed I was double billed on my ccd- 404.00 then 895.00. When I contacted surveymonkey via email they were not engaging or helpful. I thought this was an email exchange issue. Souring their website I found that they had no phone contact or established customer service help desk. They insisted I purchased the plan and I insisted it was an error. I have not used the plan and they still have my 895.00.

I run a business that only needs 1-2 surveys a year. I'm happy to pay per survey, or a reasonable 1 month fee even - but they make it impossible to do. As other reviewers have noted, they insist you sign up for a subscription (with your credit card: warning) and although they claim they offer a monthly service (at $99!) they make you sign up for yearly/pay FIRST and then you get to adjust everything.

I tried to use a basic survey and they waited until I had results coming in (this was small - maybe 45 responses from a small event) and they HID surveys and basically held my results for ransom until I subscribed at ridiculous rates. They did not disclose that they would hide your results after 40 answers until it was in process. That's just not good business, and it's not honest.

There is no way to contact them directly unless you have a paid subscription. Not email, not a chat line, no phone. So on their contact page? Everything is greyed out with a "upgrade to a paid subscription" account button conveniently available.

This is really bad practice and I'm done with them.

Survey Monkey is misleading in their pricing and charging practices. They also have horrible customer service. I recently visited their site to review the services they provide. The site is set up to invite you to set up a survey and arrange payment at the end. After evaluating the survey features and setting up a preliminary survey, I entered the payment area. After entering my credit card info (BIG MISTAKE), I found out that they wanted a very high fee for an annual service. I was looking for a one time use arrangement. Somehow I clicked a wrong button and ended up with a charge on my credit card for over $1000. I emailed as soon as I saw the charge to explain this was an error and I got the "sorry but we cant help you" response. I explained it was some error (possibly my fault) but that I would not need the annual subscription. Despite repeated emails requesting they do the right thing and reverse the charge, they still refuse. This company is ruthless.

BTW, I went to a competitor's website (SurveySparrow) to do the single survey I originally set out to do. Not only was their pricing and plan info clearly providedd, their customer service was exceptional.

If you are considering the "free basic" account, walk away now and find another option. This company is deceptive and unethical, so even if you are considering a paid subscription, on those grounds also walk away now.

I am on a very tight budget and needed a quick small survey. I thought if I liked SM I would come back when I had a budget, and use it for a larger survey. Surprise - even though I tried hard to remain in the free domain, after 40 responses you have no choice but to fork out a very large amount of dough. It's nothing but a money grab. I remember when it used to be pretty cool, and something you would want to contribute to. Now, the fine print is ridiculous and I'll use google docs or something instead from now on. Thanks but no thanks Survey Monkey. Like everything that was good, this company is not about it's customers but lining it's pockets. Waste of time.