Complaints

This profile includes complaints for Smartsheet.com, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smartsheet.com, Inc

  10500 NE 8th St Ste 2000 Bellevue, WA 98004-4357

• 

  Smartsheet.com, Inc

  500 108th Ave NE Ste 200 Bellevue, WA 98004

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Smartsheet.com regarding their deceptive business practices and poor customer service.On January 2, 2025, ********************** notified our company of a significant change to our account. This notification was buried at the bottom of an email regarding an entirely different issue, making it easy to overlook. Most importantly, this notification came after their December 11, 2024 deadline for making changes to our subscription before the January renewal date.Upon discovering this change, we immediately contacted Smartsheet.com to express our desire to downgrade our subscription rather than accept the imposed changes. Their initial response was a flat refusal, citing that we had missed their December 11 deadline - a deadline that preceded their own notification to us about the account changes.After challenging this unreasonable position, Smartsheet.com representatives have engaged in a pattern of delay tactics, including:Repeatedly stating they would "try" to resolve the issue without taking action Claiming they needed to "talk to managers" without follow-up Ignoring our emails for weeks at a time Failing to join scheduled calls that we had arranged with their team This pattern of behavior has continued for over two months, from January until today (March 18, 2025), without resolution.We believe Smartsheet.com's actions constitute unfair business practices for the following reasons:They made material changes to our subscription and notified us only after the deadline to make alternative arrangements had passed They have demonstrated a clear pattern of stalling and avoidance when we attempted to resolve the issue They have failed to honor basic business communication standards by ignoring emails and missing scheduled calls We request that Smartsheet.com:Honor our request to downgrade our subscription as requested in January ****** any charges resulting from the unwanted subscription change

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** promised via email that they processed our cancellation but we never received the refund to our **************** card (the credit card used to purchase the software)

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up online for a software provider, **********, and they changed my license agreement and membership without my knowledge or prior approval charging me ten times the amount I originally agreed and signed up for. When I signed up my membership was $12 a month and after other people who accessed their platform to view my document, they started charging me for everyone else's memberships also without my prior consent. When asked for a refund for the next month that did not start yet they said no refunds can be issued even though my account was cancelled, and no services would be provided.

• Initial Complaint

  Date:09/30/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/9/24 I paid $300 prorated down to $169.72 to upgrade my account from Pro to Business. I have an email stating I could purchase 1 seat for that and signed a docusign and paid it. My account was never upgraded. When i called to ask for it to be they indicated I would need to pay another $600 in order for this to happen. That is breach of contract. I would like my account upgraded and do not want a refund.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Came aboard a new company as a project manager and I was given access to Smartsheets Software to run projects. I was given a license by the company, but after 30 days the program kicked me out. I paid, out of my own pocket, for a pro account. I was unable to do my job effectively because all management options within the software are locked out unless I'm on a business account. I opened a ticket with Smartsheet to resolve my issue. Every ticket I opened was automatically closed, and then I was sent an automatic email with their help forums and irrelevant steps that made my situation worse. After five days, my job became in jeopardy because I couldn't manage projects. When I reached out to smartsheets, I was ignored. Only after spamming 50 tickets to their company, they finally responded. When I asked to file a complaint, I was passed to seven different people who told me, in so many words, that they do not have a path for formal complaints and my feedback would be used to their benefit of the company, not the consumer. To offer a program with no capabilities unless you pay, then charge additional for customer support, is the very definition of a monopoly looking to squeeze money out of people without offering good service. All I want is the BBB to contact them, bark up their tree, and... Well, I guess you're just another powerless government entity with no bite or bark. Just... do whatever. This is a monopoly through and through.

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my Smartsheet account in 2020 during COVID-19 (as it is connected to an elementary PTA account). I didn't receive any notification that my account was still active until this week (when I received an invoice). ********** recently changed some policies, and invoices were sent out, which prompted me to see that the account was still active. There has been no activity on this account since 2020, as I assumed the cancellation was complete. During COVID, Smartsheet's Help desk was active and the email us page, however it looks like the company has changed it's approach to providing support and I can no longer call directly. I respectfully request a full refund of the last four years of the account.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We terminated our contract with this company in accordance with their terms of service and cancellation policy, 6 months in advance of the renewal but they have continued to assert that we did not. I have sent them documentation showing the cancellation was done in a timely manner and it was accepted by the company as such. They have harassed us for the money despite it not being owed as the renewal should not have occurred in their financial records. They acknowledged receipt of the documentation finally but did not correct the accounting system so the debt was sent to a collection agency who is now harassing us.

• Initial Complaint

  Date:06/19/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There are "four" Unauthorized Smartsheet Credit Card Charge Transaction Incidents being reported. This account was canceled on March 1, 2024, the last day I was with the company that this account was used for (i.e. Healthrise). I have also tried calling Smart Sheet, but they do not have dedicated **************** or Billing Reps. I am alleging this company allows Artificial Intelligence bots to handle these tips of cancellation requests, which allows them to continue to wrongfully ignore cancelation requests and illegally bill consumers for services that they no longer want or need. Smartsheet makes it impossible for customers to cancel Recurring Subscription charges. They do not have dedicated customer service or billing representatives with whom consumers can speak. I allege that Smartsheet uses Artificial Intelligence Bots to handle these types of requests, which allows SmartSheet to continue to bill my credit card illegally after the accounts were canceled months ago. This is an egregious business practice! I am demanding a full refund. Under Georgia's Online Automatic Renewal Transparency Act (HB *************** 2023), it is unlawful for online subscription services to create unnecessary barriers for consumers' cancellation of automatic renewal programs or continual subscription services.

• Initial Complaint

  Date:05/28/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute an agreement between SmartSheets and Fathers and Sons Together.During the contract period on 2/27, I noticed that our name was spelled incorrectly, and our organization was not identified as a non-profit. I requested these corrections before signing the contract for services, but they were not made.As of 4/26/24, the changes still needed to be completed. I became frustrated with SmartSheets' lack of communication and their failure to follow up on our requests as a potential client. Consequently, on 4/26/24, I notified SmartSheets that we had decided not to proceed with the contract. I want to clarify that we did not sign a contract for services or provide any payment information.

• Initial Complaint

  Date:05/28/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had used Smartsheet at 3 previous companies where I worked. In fact, I introduced Smartsheet to 2 of those companies because I liked the tool and was certified in its use. After my certification expired, I was unemployed for a time and so I decided to get certified again to increase my attractiveness to employers. Smartsheet was willing to cut me a discount for 1 year, for which I was grateful. However, family matters at home meant I was not able to devote any time to getting certified again, and my usage of the tool dwindled to nothing. As my subscription expiration date approached, I decided to not renew because I was still not working and wasn't sure if I would get a job that required certification. When Smartsheet sent me an invoice for the 2nd year, I notified them that I did not want to renew. That is when their games began...Apparently there's small print in their agreements that require you to notify them 30 days in advance before cancelling. Plus, they never send you a reminder that your subscription renewal date is approaching. This is clearly a "gotcha" tactic meant to trick customers into paying for another year of unwanted subscription. After numerous attempts to cancel through their web site, through their mobile app, and via e-mail to various departments, I finally received an e-mail stating my "case had been closed". That was back in February. Now here we are over 3 months later, and I get contacted out of the blue by a collection agency! They informed me that Smartsheet sent my account to collections even though Smartsheet had previously notified me that my case to request cancellation had been closed! Smartsheet never contacted me during the intervening 3 months. They have made no efforts whatsoever to contact me since I requested to cancel. I haven't used or even logged into their web site or app in close to a year, but that has not stopped them from hiring a company to harass me into paying for an unused, unwanted product.