SurveyMonkey

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.

I wish I had checked this site BEFORE I used SurveyMonkey for a post-fundraiser survey! I signed up and paid for what I thought was a $16 monthly rate but the company charged me $192 for an annual plan. Of course they don't answer actual phones, but did get back to me by email, basically saying that I did not read what I signed up for:
"Unfortunately, we are unable to offer you a full or partial refund per our policy on non-refundable fees."

After a few back and forth emails they offered to modify my billing to monthly, FOR $99 instead of the $16 I originally agreed to paying. I DID NOT see anything about paying for an annual plan when I signed up and clicked only on the $16 monthly plan, but I wrote back and said that I would like them to switch my account to monthly as suggested in their email, to which they replied:

"We will bill you $99 total and require no subsequent payments. And then we will process a refund to your credit card for the $162 you paid originally." I decided against throwing good money after bad and did not take them up on this offer.

My credit card dispute with Citibank was unsuccessful even though I sent them ratings from this and sitejabber pointing to Survey Monkey's shady business practices.

Finally after 2 months of sending emails to Survey Monkey, Citibank was able to get them to agree to credit my account back all but the original $16. I held off writing this review until I saw the actual credit on my account, received August 18,2022.

Date of experience: June 22,2022

I have been trying all day, hanging out waiting for emails, in response to a targeted survey I wish to conduct for my company 'Spring Waters Online Sanctuary'. It has been extremely frustrating. As I've waited, I combed thru scores of complaints on the BBB website and am not wondering if their lack of response saved me from further frustration. It would be easier for me to hang out at a Yoga Studio and hand out paper surveys with 10 questions. In fact, I think that is what I'll do. If things change, I'll repost.

For a year I've received numerous emails to take a survey for Pei Wei. Every time I click on the link and I get an error message. I finally decided to investigate, and found that there was a "." (dot) missing in the SurveyMonkey link. So I added the dot and, voila, it worked great.

Here's the problem: I notified SurveyMonkey and their response was that this was Pei Wei's problem and there was nothing they would do about it on their own. I'm not making this up.

The reason we hire experts in their field is because they're supposed to know what their doing and because this is not our expertise. I would think that SurveyMonkey would be eager to find out that their customer (Pei Wei) has probably not been getting their money's worth of surveys and that they would be eager to make sure it was corrected. After all, all SurveyMonkey has to do is add one dot to the URL.

I'd never use SurveyMonkey.

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.

The interface is not intuitive at all. Trying to find a way to change the subject line in our email, we had to drill down through "collectors." (FYI: "collectors" is the email list. Yeah, new to everyone in my company, too.)

Then, when I did change the email subject from the default to something interesting, it went out with the wrong subject line. Their customer service responded immediately, but were no help whatsoever. They forwarded it on to Technical Services... but the email still went out wrong.

If there's a way to make the initial email more interesting, I never found it.

This is a rip off company. When you sign up for monthly service they charge you for the year. I receive a bill after I retired and reach out to them that day and they refused to prorate the charge and insisted I pay for the year.

This is a very unethical company.

What is shameful is that SurveyMonkey provides a solid product. The product is not the problem; the problem is when a customer no longer needs the service. It is painfully obvious that the business model -- undoubtedly included in their profit margin planning -- is to make it extremely difficult to cancel services. I find this fraudulent, and based on the number of complaints I read online, I am not alone. I have cancelled twice but am still getting billed. If I am billed again, I will be contacting the BBB and seeking legal recourse.

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.

I cant stop my payment on this stinky $#*! site my username is safina i tried all the ways to put your stupid payment off!

Can you make the payment go off!?

Or that means that i will write in the internet bad information so that people will not use your survey making

I swear i will do it if you dont stop the payment

If after 1 month the payment will not be off i swear i will!

I will say the people i know to not use this site like yours and when i do that i will write in the internet stinky stuff that you asses sre doing there

I needed to send a quiz to event attendees. And I needed for them to be able to retake the quiz if they failed. Survey monkey says re-take is part of the paid package. So I paid to upgrade and then discovered the feature was NOT AVAILABLE. Contacted them immediately - they ignored my first email. Contacted them a second time and refused to refund the payment, despite the fact they falsely sold me a feature. Lime survey is much better as a survey tool, and for quizzes I found an execllent tool called FlexiQuiz that does exactly what SurveyMonkey claimed to do but doesn't - with a free trial to prove this. Avoid 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.