Freshworks terrible technical support
I spent a lot of time setting up freshsales and freshdesk to test its viability for our company. Then I tried to import data, hit a bug on their end and reported it to support. They apologised and said its at their technical support team, but I never received an update or any further communication. I followed up every day and received the same response: "It is at the technical team, they will be in contact". Never received any feedback or help, my trial ran out, and in hindsight I am glad this happened, because it shows how they operate. be careful when choosing Freshworks.
Hugo Paul
Freshworks isn’t a bad CRM system
Freshworks isn’t a bad CRM system, but its login procedure and mobile application suck. I do not recommend using them.
karim BEN MAIZ
Disorganized sales/onboarding experience — missed calls and no follow-through
We started evaluating Freshsales CRM and the experience has been concerning from the very beginning.Our first Account Executive stopped responding entirely. After I created another account, we were assigned a new AE. I booked a 30-minute call via their Calendly, but the meeting was rescheduled about 30 minutes before the start time, without notice and without addressing my earlier email requesting an earlier discussion (we were in late-stage decision-making).I then tried joining at the rescheduled time and the AE wasn’t on the line. I also attempted the original link/time earlier that morning and they were not available then either.If this is the level of responsiveness during the evaluation stage, it doesn’t inspire confidence in what support would look like as a paying customer. Based on repeated no-shows and lack of communication, we decided to end our evaluation.
Otman Ounana
Onboarding was terrible
Onboarding was terrible. Left hand does not know what the right hand is doing. I'm still waiting from a full refund from April 2025.
Nicole Webb
I am very disappointed that you have…
I am very disappointed that you have not read these reviews before now.I said yes to your service packages because they promised me a whole lot of things.And then it turns out that it doesn’t work.Your sales team sent me a lot of material about what your fancy chat could do and how easy it was to manage with automatic intelligence – that customers could automatically get information about their orders and tracking, and that it would go straight into the chat.But everything she sent me was not true.I spent an entire day with two developers trying to make it work.We wrote to your support, just like she told us to.They didn’t respond with anything useful.They just sent me some links to their FAQ.And what did we find out?We found out that the integration cannot be done.When I finally got hold of one of your support agents, I was told that this is not something you can do.It is not integrated in your system.It is something I have to build myself.So what you are doing is selling me a car, promising me a fast, fancy Ferrari.But when I have paid, you just send me some keys – and then I have to build the car myself.Because you can’t do anything.Your salespeople lie.And they prefer to call you rather than write.Because when it’s written, they are accountable for what they said.But now I have everything in writing – because I refuse to talk to them when they just speak that rice-and-curry Indian-English that no one can understand unless they are Indian themselves.It’s like listening to a bad stand-up show.I would not recommend anyone to use this system.It has cost me hours.It has cost me money for developers.And in the end, it’s just like opening up, pulling your pants down – and taking a big one.
Gert Pedersen
Support team have been great in sharing…
Support team have been great in sharing best practices on how to use Freshsales effectively for our goals. Special thanks to Kavvya and Saman for helping us recently.
finn
Garbage software / Crooked Company
Garbage software. Over complicated, buggy beyond all reason, and they randomly change how the entire application works without warning.When you finally get tired of the trash software and try to cancel, you are in for a fight. They will not let you cancel.
Kevin Farnsworth
Data not live!
This CRM on the face of it seemed ok. Until I put a couple of deals through and my dashboard did not show them. Turns out there is a 30 sync delay as standard so you do not get a live snapshot of the business. Reported to support who confirmed this was the case. What a waste of time and have already moved CRM.
Neill
I received an unsolicited email at…
I received an unsolicited email at 14.07 today to my personal account instructing me to "verify your identity". The reply sent to Unsubscribe bounced back and the online communication template will not send a message without clicking the box to opt in to receive marketing material.This is a SCAM to solicit personal financial and contact information.
JulieK
A fraud company, stay away!!!!!!
A fraud company, stay away.They won't cancel your subscription even if you request account cancellation and it will keep charging you every month and no one responds. They will tell you they have to get approval and the process is long. Approval to cancel your subscription!!!!!!!!!!!!!!!!! and they will keep you waiting for months to keep charging you every month. They are literally thieves. The platform itself has many bugs and it can't do the simplest features like push notification on your mobile when someone contact you.
Mohamed Magdy
Stealing money and ignoring me is not a good way to do business
One of the worst I've ever used. Customer service is absolutely horrific. In troubleshooting an issue they said they had to add one of their users to my account for testing purposes but that not to worry because I wouldn't get charged for it. So ok... no problem. Well they didn't remove the person and when my renewal was up 3 months later I got charged for the extra person. I explained the situation and even showed them proof of what happened.. The user they added even had the @freshworks.com email address. They still to this day have not refunded me. I've been trying to cancel my account, there is no option to cancel in the system and I've been emailing their billing department and they are ignoring me...absolutely horrible company!!! Stay away!
tracyselena
They steal your money!!!
They steal your money!!!! If you add on a feature like invoicing to try it out, they will not refund you if you only used it for a week (less than 7 days) and didn't like it.If you cancel your software one day after your renewal for the entire plan, they keep your money. DO NOT USE Freshsales or Freshworks!! They are thieves.
Ashli Rouw
Had to Negociate for a Refund but they were Fair and Did It
Upon automatic renewal of my subscription, I asked them to refund me as we were not going to need it for the upcoming year.I had to negotiate hard to get my refund, which is not ideal, but in the end, they did it, which is fair.
Alexis Lhuillier
TERRIBLE experience
TERRIBLE experience. when i send email template a mail to gmail account, the layout is a mess. I could not use the free trial because of that. I sent tons of mails to customer care, but nobody care. WE FIXED THE GMAIL issues ( yes we did it ) and they didn't even apologize for the enormous delay in answering, but they ask to pay for the plan upgrade! than the system was not accepting my vat number! another few days without using properly the crm. than they told me they have fixed the vat number issue, i pay for the upgrade n i got an invoice without the vat number, simply useless
You First NCC
Signed up for a trial yesterday to find…
Signed up for a trial yesterday to find out if it's a good fit, most certainly won't be trying it any further after being woken up at 7am with 3x calls in a row from their sales team.
Joe Baker
Never created an account with this…
Never created an account with this company but someone used my email and created an account I have been getting constant emails from them even thought I have contacted them 7 times to say I didnt create the account and to delete the account. They never respond to any tickets or emails. Avoid at all costs they don't offer any support.Ticket ID'sYour ticket with ID #17236031 has been created.Your ticket with ID #17209824 has been created.Your ticket with ID #17206174 has been created.
Rob B
They totally messed up our Freshcaller…
They totally messed up our Freshcaller transition, which left our customer service team having to use a sales team account to receive and make phone calls. We flagged the issue well before our number ported, and then repeatedly after it ported, and a week and a half later no one is dealing with the issue. Really poor service.
David
Disappointing Experience with Freshworks CRM
After evaluating several CRM solutions for my company, I found Freshworks CRM to be the most disappointing option. The platform is unnecessarily complex and counterintuitive, making it challenging to navigate and use effectively.Customer support was unhelpful when I reached out for assistance, which only added to my frustration. The lack of user-friendly features and support made it difficult to integrate the CRM into our workflow.I was also concerned about their payment policies. The inability to remove your payment method easily, coupled with their authorization statement to automatically charge the saved payment method, raised red flags for me. As a precaution, I had to cancel the credit card I used to sign up.Based on my experience and after reading about similar issues from other users, I cannot recommend Freshworks CRM. I suggest exploring other options that offer better usability and more transparent billing practices.
Angel
ATROCIOUS
Support is absolutely ATROCIOUS. Products are okay, if you can actually find someone on their team that can make it work, or you can actually pay to sign up.Honestly, I'm taking a month as I have it setup, then will 100% be moving to a different platform
Ben
Poor Experience
I have charges from the previous 9 months for $35. I contacted their team several times and they cannot find the charges. I continue to be charged under the company 'Freshworks Inc San Mateo'. Extremely poor experience,
H. Hughes
