SurveyMonkey

Two weeks ago, I paid for the "Advanced" plan to upgrade my account. They stated that the payment processing could take up to 5 business days, but by the end of this period, my profile remained unchanged.

I understand that processing issues can occur, but what is unacceptable is the company's lack of a proper customer service channel. In the free-tier plan, the only contact option is email, which they claim operates 24/7. However, I've found this to be nothing more than a myth, as real as Little Red Riding Hood.

Meanwhile, my money is sitting in their account, with no service provided and no response from them. I demand an immediate solution.

I recently upgraded to a premium package for business use after realizing the free version had so many limitations. The Team Advantage package advertises as $25 a month. There are NO monthly installments so instead you have to pay for the full year, and I was charged $900 for the year. I was charged for 2 additional seats (users of the survey) which upon my purchase appeared to be part of the initial cost. There's NO customer service # to call so everything is handled through email. I requested a partial refund and explanation as to why I was charged $900 which should have been $300. The same scripted response is sent suggesting you read the Terms and Conditions. I can cancel my auto-renewal for the next year, but they charge you an astronomical amount upfront. To me, this is false advertising, unethical and poor business practice. I would never use their services again.

I was debited on 11 April 2023 and been trying to get my money back or at least some acknowledgement of the payment - nothing so far! They are denying the payment. My bank confirms they have the money. 316 USD. I don't know how to resolve this issue!

Every time I attempt to log in, it requires me to add a new device, even though I'm using the same device. This is because SurveyMonkey's system is cookie-driven. If you delete cookies or use VPN, you're out of luck. Once you log-in, it prompts you to delete a prior log-in device. Then, without warning, after a number of log-ins it blocks you completely because you created and deleted too many devices. There is no phone support for my paid account, just email support and they make that almost impossible to find. SurveyMonkey used to have a simple ID/PW log-in, but now it totally blows monkey balls.

We used a paid version of SM for a few customer and prospect reviews over the last year. Often wasted hours trying to do something simple (e.g. Repeat a test run with the same recipients when fine-tuning a survey) only to find that this basic function is only available in the 'Enterprise' edition.
This isn't a bug - it's cynical price-gouging.
The company doesn't deserve its customers' business. We're going elsewhere.

Free version: they do not inform you that to view more than 10 responses, then you must pay $99. This is after you have already published your survey and can't reasonably publish another (same) survey using another service. Subterfuge!

I went to the Survey Monkey site and chose the $25 per month plan ($300 annually). I was charged $468 ($39 per month). When I disputed the charge and asked for a refund I was told their policy is no refunds... partial or otherwise. So, they can charge whatever they want and there's nothing that can be done about it? That's completely unethical and a horrible way to do business.

SurveyMonkey has become my go-to platform for gathering valuable insights and feedback from customers, employees, and stakeholders. The platform's intuitive survey builder, customizable templates, and robust analytics tools make it easy to create, distribute, and analyze surveys of all types and sizes. I appreciate SurveyMonkey's flexibility and scalability, allowing me to tailor surveys to meet specific objectives and target audiences. Moreover, the platform's real-time reporting and data visualization capabilities provide actionable insights that inform decision-making and drive business growth. With SurveyMonkey, I can gather the feedback I need to make informed decisions and improve outcomes.

First terrible experience was, when I conduct the research and after gathering responses found out that without paying I could not access the results.
I bought the subscription and I cancelled auto renewal policy but they charged the second time and its impossible to get refund, even I did not use any of its feature.

This one of my oldest and favorites it does pay out it's quick easy and don't waste your time letting you get halfway through a survey only to get dropped. You only get the surveys you will qualify for

SurveyMonkey claims to be a Basic Free tool, yet they limit the responses given to you to 10. Yes a lousy 10 and this is never stated up front. Once you have more responses they start hounding you with emails to "Upgrade" so they will release YOUR DATA. No mention of this is made on the landing page! And they will only to for a ANNUAL charge of hundreds to thousands of $$$$$. What happened to this company? I've used them before and this was NOT the set-up.

I used SurveyMonkey two years ago. They recently charged me without my approval or knowledge. Then I went to be sure I was cancelled, and couldn't connect with anyone to complain or get a refund. If you cancel, I guess you have no access even to complain. This is a terrible scam that needs to be investigated.

I'm a PhD candidate and needed it. I never received a notification of pending renewal. Imagine my shock and anger when I received a close to $500 charge for renewal. I contacted on the day of the charge and they would not consider anything other than "oh well". Times are tough...no compassion.

Survey Monkey runs the business like extortion- we had a enterprise contract purchased by our BizOps lead but the software was never being used in the entire year then it got auto-renewed. Our team immediately contacted the customer support and tried to cancel the service for the next year but they wouldn't cancel it even though we never plan to use it again. Pure Extortion, just be aware!

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.

Recently I was looking to buy Samsung active 2 watch,I was attracted by low price offer of rs1600 by wholemonkey.com,thing is they made a monkey out of us,I paid 1600 and recieved a china watch which never connects to the phone and never shows proper time.rs 1600 down the drain,when I called their customer care they said no returns.

Horrible customer service. I paid $ 248 for basic service in February and website indicated I could export to SPSS (a statistical software I also purchased specifically to analyze Survey Monkey data). When I completed my first survey in March, my account indicated I needed to upgrade to more advanced level which would allow export to SPSS AND would provide phone support. So I paid another $498 for this upgrade. My account still only shows basic service, I can't call any one BUT my bank account shows both amounts as debited. After multiple emails to "support", still no resolution and no phone number to call. WORST!

I have taken a ton of their surveys over the past 6 months, some short, some unexpectedly long. My take is they lure you in with the chance to win a gift cards but I'm really questioning how many people actually win those...

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.

Stores your credit card information and doesn't allow you to delete it.

Worst part was I upgraded and immediately realized how deceptive the company is about what you actually pay for - which is nothing. Free features are fine but everything else is a total waste of money.

Best part when I emailed customers service (which was again horrible): "I've reviewed your account and I'm afraid that you are not eligible for a refund since this is an initial Basic to Paid upgrade to a Select Monthly account. Since we do not offer free trials, refunding you after signing up and experiencing pro features would essentially be like giving you a free trial. I am so sorry for any frustration here but I do need to stick to our policy." Seriously. I paid and within 3 minutes contacted customer service because the upgrade was not even WORTH the $25 spent. That's okay I will get the money back through the credit card company but what a terrible customer experience.