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Business Profile

Computer Software Developers

Smartsheet.com, Inc

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 37 total complaints in the last 3 years.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/30/2026

      Type:Billing Issues
      Status:
      Unanswered
      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 filing this complaint regarding Smartsheets billing and lack of customer service.On November 22, 2025, Smartsheet charged my REMOVEDcard $108 for what appears to be an annual subscription renewal. Unfortunately, this charge was made to an REMOVEDcard that I had a new security code on and I rarely use, so I did not discover it until several months later. By the time I noticed the charge, REMOVEDinformed me that the dispute window had expired and they were unable to assist.Since discovering the charge, I have made multiple attempts to contact Smartsheet to resolve the issue. I have reached out through their customer support channels several times and have also attempted to contact them by phone. My requests have either been ignored or I have been unable to reach anyone who can assist me.Adding to my frustration, I no longer have access to the Smartsheet platform, despite having been charged for the subscription. I am unable to use the service that I paid for, and I have been unable to obtain any meaningful response from the company regarding either restoring access or discussing a refund.I am not disputing a legitimate charge for services that I knowingly used. My concern is that REMOVEDrenewed a subscription that I cannot access and has failed to provide reasonable customer support despite repeated attempts to resolve the matter directly.I respectfully request that Smartsheet:Review my account and determine why I no longer have access to the subscription for which I was charged.Either restore my access for the period that I paid for or issue an appropriate refund.Respond to my repeated customer service requests in a timely and professional manner.I have made every reasonable effort to resolve this matter directly with Smartsheet before filing this complaint. I am asking the Better Business Bureau to assist in obtaining a fair resolution.Thank you for your time and consideration.

    • Initial Complaint

      Date:06/26/2026

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Today I received a message titled "Case Closed Confirmation"They have not fixed the issue, I have repeatedly emailed them to fix it.I first tried out their software in 2014 and they can't/won't even help me to switch over to my new email addresses. I therefore can't receive some notifications and have lost a lot of functionality, none of my team can access their userid in SmartSheet. And the whole point of using this is to work efficiently with my team. REMOVEDNope! I have been trying for months to get their help to switch over to my new email address, switched companies but I brought SmartSheet with me as I used it daily and have been for close to a decade. For months I have just been asking for their help to get the emails switched over. There are only two of us here and neither of us can get it to work, but they are charging me for 3 people. I do have collaborators but they aren't receiving notifications either. There used to be a phone number and an email address for help, now it's an ordeal to find the email address and it's impossible to find a phone number. Well, you can call XXX-XXX-2360 but it will tell you not to leave a message about service as they don't monitor the voicemail there. I previously recommended a company to REMOVEDa couple of years ago. I no longer recommend them to anyone.

    • Initial Complaint

      Date:06/20/2026

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Paid for business plan. My account somehow is connected to another account however and so even though i am paying for the business package i can not create anything in Smartsheet. I have been reaching out through all the offered support channels to include posting in the community forum, creating a support ticket and reaching out to a sales REMOVEDto see if they can escalate. I am supposed to deliver a service for a client that is worth over $100,000 to my business and I can not even use this program as advertised and I am about to loose this contract because I can not deliver. I will sue if I loose this contract. Case Number REMOVED

    • Initial Complaint

      Date:05/12/2026

      Type:Customer Service Issues
      Status:
      Unanswered
      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 cancelled my account in December of 2025, and no longer have access to the account. However, I continue to be charged $12.62 each month, January through May of 2026. I've reached out to Smartsheet every month to have the accrued charges reversed, but they refuse to respond. I've only received return communication from sales people, and when I tell them the problem I am having, they stop communicating with me and just continue to charge me on a monthly basis.

    • Initial Complaint

      Date:03/04/2026

      Type:Product Issues
      Status:
      Unanswered
      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 extremely frustrated with my experience at REMOVEDI went in for a free consultation for crowns and was given a treatment estimate. Since I couldnt afford to pay out of pocket, the financial department encouraged me to apply for a loan. I was approved, and the loan company paid the full amount directly to the office.Shortly after, due to personal circumstances, I realized I could not move forward and requested a cancellation. I never received the crownsonly the free consultation and an at-home whitening kit. REMOVEDinformed me that the office would refund the loan company for the services not rendered.That refund has still not been processed.I have called multiple times and continue to get the runaround. The loan company has made it clear that because the funds were paid directly to the dental office, the office must return the money. Meanwhile, my first loan payment is coming up, and I cannot afford to pay for services I never received.This lack of accountability and communication is unacceptable. If this matter is not resolved immediately, I will be filing a formal complaint with the Better Business Bureau (BBB) and pursuing further action. Patients should not be left financially responsible for treatments that were canceled and never provided.I expect this issue to be corrected without further delay.

    • Initial Complaint

      Date:02/26/2026

      Type:Billing Issues
      Status:
      Unanswered
      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.
      REMOVEDhas changed their licensing structure causing increase in annual cost. The changes were not clearly communicated in the impact it would have until after the renewal period. I have tried to work through a solution with my contact at the company however they refuse to engage. I have requested several time for escalation to someone who can help to no avail. The account has been sent to collections and the collection agency is just as difficult. We are happy to work out a partial payment, however i am not able to get my contact to engage

    • Initial Complaint

      Date:02/17/2026

      Type:Product Issues
      Status:
      Unanswered
      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.
      After cancelling my subscription with Smartsheet two months ago they went ahead and charged my REMOVEDaccount for an subscription I don't have. It's almost impossible to get a hold of someone to rectify their mistake. After countless time trying to reach them I decided to file a complaint with BBB. I would like to have my $84.00 refund since I have cancelled my subscription.

    • Initial Complaint

      Date:02/11/2026

      Type:Customer Service Issues
      Status:
      Unanswered
      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 have made multiple good-faith attempts to work with this companys sales team regarding our contract renewal for the new year. I contacted our assigned Account Executive well in advance of the renewal date to discuss our needs and potential changes. Unfortunately, she was largely unresponsive, dismissive in tone, and failed to follow up despite repeated outreach.Because no engagement occurred prior to the renewal date, an automated renewal was processed without our approval. This renewal included several add-ons we did not request or want. Once the automated renewal was completed, their system refused to allow any changes or corrections.The product, as renewed, does not meet our business needs. In order for it to be usable, we would require professional services support and additional licensesnone of which were discussed or approved prior to renewal.There is no working support phone number available. I repeatedly requested my Account Executives managers contact information (at least seven times) and received no response. As a result, we are now being invoiced for a service we did not agree to and cannot effectively use.I have attempted to resolve this through customer support, but the interactions appear to be automated and have not led to any resolution. Eventually, I was provided a phone number that is disconnected. At this point, I am unable to reach a live person at the company who can assist.I want to continue using the product, but I need a knowledgeable and responsive representative to work with me. Despite extensive efforts, I have been unable to get any meaningful response from sales, management, or support.Resolution Requested:Immediate review of the automated renewal Removal of unwanted add-ons Adjustment or cancellation of the current invoice Direct contact from a qualified manager or account representative to properly address our business needs

    • Initial Complaint

      Date:12/15/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Use this language its factual, professional, and strong:I am a paying Smartsheet customer using the platform as a CRM integrated into three production websites.I currently have zero access to my data and files, and Smartsheets failure is causing live error messages on all three websites, impacting my business operations and lead capture.I have submitted six separate support cases over an extended period with no response, no resolution, and no escalation, despite this being a business-critical outage.Smartsheet provides no meaningful customer service path for urgent issues, and I am being denied access to a service I am actively paying for.I am requesting immediate restoration of access, direct contact from an escalation or account manager, and service credits or refund for the downtime and business impact caused by Smartsheets failure to support its paid service.The total REMOVEDof refund is not the issue. It is the integration to my websites. Losing business

    • Initial Complaint

      Date:12/05/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 have been unable to access files on my account since Nov. 14, 2025. I have worked with company for over a year on a schedule file I have created and need to continue to work off this file. I have reached out to customer service REMOVEDeatedly and have not received a response. I filed a case with the company on their online portal on 11/20 and have not received any help from there customer support. They do not have a customer support phone number I can use. I am current with my subscription - I paid a yearly fee. As of today I've received no assistance from customer support. I've contacted their sales team (that is only phone number available) and been told REMOVEDeatedly the case would be escalated to customer service REMOVEDbut still nobody has reached out.

    Smartsheet.com, Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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