Formstack Reviews 24

Poor product, and poor customer service. I hadn't used the product for months as it was poor, and thought I'd cancelled it. When I eventually did, and explained it had not been used, they wouldn't cancel the invoices for during the unused period - when they could see it was inactive. Far better products out there.

This company has rapidly declined over the past 12 months. No transparency, no customer service and does not listen to its customers. As a long standing customer of 10 years we are very disappointed and are being forced to look elsewhere,we just can’t get a straight answer out of anyone. I have personally reached out to the leadership team to advise them of the lack of service and poor customer experience I can only assume this business is being prepared to close.

As many others have noted here, support is non-existent. Take this seriously before considering the product because, if you have a problem, you're on your own.

I used Formstack for over 4 years and always found I was trying to make my systems and tech stack work for Formstack instead of the other way around. I finally outgrew their tools and just built everything custom in my Salesforce and brought on other plug.

While I was never super impressed with their tools, they did the job.

The reason for my one star is the integrity of the company. I sent in my cancellation notice late and inside their 30 day cancellation period. The reason I was late is that their forms platform would not allow me to download my historical data so I could not cancel my terms until I had all my data. It took them 3 weeks to resolve the download issues. Once resolved, I then notified them I would officially be cancelling and they told me I couldn't since it was within the 30 day window of their cancellation policy. While I was upset to have to pay $500 to wait another month to cancel, I swallowed my pride. They also never acknowledged the 3 week delay to fix the download issue.

Fast forward another month goes by and I see a $500 charge on our account. When I inquire about this charge and reiterate I had cancelled, they then tell me I failed to cancel before the 30 day cancellation period so my contract auto renews and now I'm locked in for 12 months of paying $500 a month for a tool we don't use and is stuck in 2017.

Their customer support team states they ran my request to their leadership and their leadership team stated there is nothing they can do.

Wish I'd checked out the reviews before investing.
We have been unable to replicate our previous solution and thus far, support have been unable to help. Very hard to navigate for the set up process and I have found the support very very difficult to work with,

There is NO phone or email support for Formstack. I'm stuck in a loop where I can't sign in to give updated CC payment info, and can't get any support without signing in. We are past the renewal date, and I'm receiving emails a couple times a day threatening deactivation, but am given no way to call or email to resolve the problem. Nice job Intellistack for trying to drive me crazy.

I've used the service for years, but once it was purchased by intellistack and became formstack the customer service tanked. Notably they require you to cancel any auto renewal 30 days before the service expiration, and canceling is not intuitive at all. Their customer service is probably the worst I've ever seen, it just feels like a scam now with the "it's buried in our terms and conditions" attitude these sorts of companies have to rip off customers. Terrible, and you can get better services now cheaper or even free.

Absolutely predatory and a horrible product
They try to bind customers to bogus contracts
STAY AWAY AND DONT SIGN ANYTHING WITH THEM

The software interface is difficult and generating forms is buggy at best. This company is a vaporware scam.

Cancelling a subscription is seemingly impossible... clearly a way to scam money from people without providing working software or customer service.

I am extremely disappointed with the appalling customer service I received. Despite attempting payment with over five different cards from various banks and providers (including Visa, Mastercard, and Amex), we were consistently met with the same error message - FRAUD. Given that we successfully process international transactions with other companies without any issues, it's hard to believe that all our banks are blocking payments to your company.

We followed your support team's repeated advice to contact our bank, and after doing so, our bank confirmed that they don’t place fraud markers on companies, nor do they block payments in a way that would need lifting.

Yet, despite this, the issue persists, and your support team continues to push the blame onto the bank without offering any real solutions or assistance. This lack of action has now resulted in our account being closed, which is completely unacceptable.

It’s incredibly frustrating to be left with no resolution and no sense of accountability from your end. I strongly advise reconsidering your support approach, as it has only caused more delays and inconvenience.

Why would a web page not be able to Print to PDF? Poor quality design.

Applicants / end users can't save a copy of submission.
REALLY? who think this was a good design choice?

HORRIBLE across the board. To start... Absolutely criminal pricing. Second... Next to impossible to cancel...HUGE waste of time, there's no cancel button. I've been trying to cancel for 2 months... and in the meantime they have been billing me for those two months. And also they have just let me know that apparently I am on a yearly contract?? And I can't cancel for 8 months? After I spend another $4k+ with them?? I am so beyond disappointed. I have been a customer for 5+ years. It's an insanely expensive, subpar service. I am so beyond my limit with Formstack. On top of all of this, I have reached out when our form logic was just NOT working (REALLY bad look for us for our clients) and they gaslit me and told me it was working after it had been fixed. SO why when I did absolutely nothing did my form not work and now it all of sudden works??? Hm...

Go with another form provider. My business needs HIPAA compliant forms and there are way better alternatives out there for a FRACTION of the price. Like less than what I am paying PER MONTH at Formstack for an entire year kind of fraction of the price.

I would give 0 stars if I could. I've been getting ripped off for years and am mad and feel taken advantage of and now they are making it my problem. I could have saved $10k if i switched to another provider earlier. I wouldn't be so mad because I do take responsibility for my part in this... but it's also taken me HOURS to attempt to leave the service (they still haven't cancelled my account and each month that goes on they keep charging me!!!!), another 20 hours or so to rebuild my forms on another platform. I am beyond unhappy with them and FULLY recommend you go with a different form company.

Awful customer service. I was billed for a renewal I did not authorize and attempted to contact them the day I was charged. They make it literally impossible to cancel, there is no cancel button or any other obvious way to do so. Contested with my card and wasted my time. There are plenty of other options, don’t use this company. I was not renewing because the product doesn’t work well

The system was not user-friendly, at all. Nothing was intuitive about it. If they expect you to be a programmer to use their software, then why use them? My company is a homecare company. (West valley home care) We are not software engineers. To anyone researching similar products, I can tell you from first-hand experience that there are a ton of them out there that are so much better, cheaper, and easier to use. There is no customer service. You have to schedule with someone to help you and then rely on their time frames for when you can get the problem resovled. For a system that is supposed to make things easier, they sure knew how to make my life harder. I cannot recommend Formstak under any circumstances.

We have been using Formstack for close to a decade but they have forced us to start looking at alternative software. First, the update they did broke most of our forms. It is still broken if we update any of them so we have until July to find an alternative (when we have to use updated forms). Now what really pisses me off, because they have forded us to switch, we want to drop sign. They said we are on the hook for an entire additional year because we gave them 20 days notice instead of the required 30 days notice prior to the 12 month renewal. I hate this company, they are terrible, Support is absolutely useless. Just a horrible terrible company to try and do business with.

Always more convinced that the service offered by Formstack is unprofessional.

Formastack blocked our account 3 weeks ago (I have already written a negative feedback). Nobody answered to us seriously, but they answer to our feedback (I think only because it is a public one), and they told us that they will take into account our opinion.
Now the second episode of the adventure: our account is blocked but they continue to receive our payment, as we can not enter in our account to interrupt the payment. This is a joke.. I hope…

The contract auto-renewed, we tried to cancel, but unable to reach their customer service. They refuse to refund the renewal even though we have not used the software for 6+ months. They do not care about their customers, the product is subpar and they only care about stealing money.

These guys are crooks!! They refuse terminate our contract. They just want to continue billing us for a service that is way over priced for its value!

Terrible Service. We run a medical office. They lied to us that we are not allowed to use their services without HIPAA as it is illegal to use it without a BAA- although we are located in Canada. They went further and told us that if we were found using their services as a small clinic in Canada, the account would be immediately cancelled. Forced us to sign an overpriced contract which cost over 10x more. Promised support that could not be delivered to set up the form properly. The day before we went live (after a lot of difficulty configuring it), the whole service went down and our first day using their tool in our clinical workflow was thrown in Chaos with different filled out forms going missing. When we tried to reach out for support, apparently the whole company was at an offsite and nothing was up and running till later that week. At that point, we had also been advised by our legal counsel that BAAs were not required in Canada and this was deceitful. We requested to cancel the service because we were not able to go live with it and put it into production but they refused to take any responsibility and sent it straight to collections for $16k for a 1 year contract, having never used the service. DO NOT sign up with these guys if you are business, they are extremely non-professional and atleast in our case, deployed illegitimate business practices including fabrication and misrepresentation of facts.

We paid our Annual Membership 3/28 and now its telling us it expired! How do you spend a $1K And you can’t even use your product!