Complaints

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:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This is the third time THIS WEEK that Freshworks has sent an email to my email address claiming that someone with a different fake name each time signed my company up for their services using my email address. As I know for certain this is fraudulent, I contacted Freshworks, which claimed it had deleted the account, but then another email came under another fake name. Such a complete SCAM! Make it stop!

  Business Response

  Date: 04/21/2025

  I had previously responded via email to ******* at the Better Business Bureau.  We have blacklisted the email domain on our end to prevent any future signups and have also moved forward with terminating any open accounts associated email address. While this process generally a few days, we have raised it as a high-priority request.

   

   

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23063170
  
  I am rejecting this response because: Who is *******? We shall see if the emails finally stop coming. Just got another one last week under the account name *******.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/22/2025

  ****,

  I apologize ****. ******* is the internal person who was helping me research this matter internally. I inadvertently used the wrong name in responding.  I will confirm with the internal team again, but your email should be removed from our internal systems and blacklisted. As I mentioned, this does take time to proliferate through our systems. If you do get any further emails, please do let us know. 

  
  Best

   

  ****** *******

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Hello, and Happy New Year!My name is ****** ***** Cagatay, and I am writing on behalf of ***************************************************** the end of August, we purchased the Freshservice ticketing system from Freshworks for $3,498.60. Unfortunately, it has been over four months, and they have failed to set up the system. This has caused significant disruptions to our school operations. Despite our patience and providing them with ample time to resolve the issues, the system is still not operational. This failure has greatly damaged the reputation of our IT department, and we have completely lost confidence in their *********** a result, we respectfully requested to cancel the service and receive a full refund for the amount paid. However, they informed us that they could only offer a credit, which we cannot accept given the lack of trust and the challenges we have faced. We have insisted on a full refund, but they have now stopped responding to our emails altogether.We sincerely believe that you can assist us in this matter. We kindly request your support in securing a refund for the amount we paid.Thank you very much for your time and *************** regards,****** ***** *************************************************

  Business Response

  Date: 01/23/2025

  Freshworks received a concern from a consumer on January 13, 2025. After reviewing its records, Freshworks determined that the consumer originally signed up via service order form on August 26, 2024. Freshworks' customer support team has attempted to help the consumer set up their account and is happy to continue to help the consumer set up their account, however, under the terms of the service form, the consumer is not entitled to a full refund.

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22796985
  
  I am rejecting this response because: We were open to working with Freshworks until November 26 to make the system operational. Please refer to the attached documentation for the timeline of our refund request. Despite our repeated efforts, Freshworks was unable to resolve even the initial email settings by November. As of now, we have not been able to utilize a single feature of the service because the setup has never worked as intended.
  If needed, I can provide the complete email chain as evidence. The work performed by Freshworks did not result in a functioning system, and communication from their team became inconsistent over time. Consequently, I requested to cancel the service and issue a full refund. It is unfair for us to have paid $3,498.60 and be unable to use any part of the product. Are we expected to be victim the consequences of their failure to deliver, simply due to contractual terms? It is almost 5 months we are not able to use the product!
  This ongoing issue has caused significant disruptions to our school operations, damaged the reputation of our IT department, and eroded our confidence in Freshworks services. Therefore, we respectfully request the cancellation of the service and a full refund for the amount paid. We are still in the same page the subscription be cancel and be refunded.
  Thank you for your understanding, empathy, help, and support.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/03/2025

  Type:Order Issues
  Status:

  AnsweredMore 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 never signed my business up for this service yet I keep getting activation emails to activate my account. But the name they send it to is also incorrect. They reply and say they closed the account but I keep getting new ones to new names.

  Business Response

  Date: 01/13/2025

  Freshworks received a concern from a consumer on January 3, 2025 regarding an account associated with the consumer's email address that the consumer did not sign up for. As of January 7, 2025, Freshworks deleted the account.

• Initial Complaint

  Date:07/29/2024

  Type:Order Issues
  Status:

  AnsweredMore 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 have a certain number of licenses with the company. They make it almost impossible to cancel seats (licenses) they make their UI super unfriendly so you have no way of lowering the amount of paying seats you have with them. They then give you a tons of instructions on how to lower your seats and they do not work. They purposely make it super complicated so you don't cancel paid seats. They have free Collaborator accounts we can use to use for ticket collaboration purposes but they make it almost impossible to hop over to this option. They gave me 4 different ways of doing this and none of them worked. Their software does not allow me to lower my seats.I was charged for these seats because I have spent hours actively trying to lower my seats and they refuse to do it on their end since its impossible to cancel those paid seats on my side. Very shady business practice and illegal.

  Business Response

  Date: 07/31/2024

  Freshworks received a concern from a consumer on July 29, 2024 about a prior request from consumer for removal of 11 agents from consumer's account. On July 30, 2024, after reviewing the consumer's concern, Freshworks confirmed that the 11 agents had been removed from consumer's account and processed refund for these 11 agents from consumer's most recent monthly renewal on July 28, 2024.

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 did not and have never registered for any Freshworks Inc. products or services. On March 16th, 2024 I received a CRM Invoice (#FW226641) for 3 units of "Freshsales - Growth Annual" at a total cost of $540 but discounted by the full amount. I believe that Freshworks is sending out these emails, registering businesses for their services for free for a certain period of time, hoping that they forget about or ignore the registration and then billing them when the "renewal" period comes around. This is a dishonest business practice.

  Business Response

  Date: 04/11/2024

  Freshworks received a concern from a consumer on March 26, 2024. After reviewing its records, Freshworks determined that the consumer originally signed up online for one of Freshworks products under a free plan on March 16, 2023. On March 16, 2024, the plan auto-renewed and the customer was sent an invoice with the full amount discounted. On March 27, 2024, Freshworks cancelled the consumer's account. ********************** never charged the consumer any fees for any products or services.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21488813
  
  I am rejecting this response because:

  The content of the response is factually incorrect. I have never signed up for Freshworks on any date. Freshworks registered my email address for their services without my permission and sent me an auto-renewal hoping that I wouldn't notice or would forget about it when the auto-renewal period came around and start paying for it. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 04/17/2024

  We checked our logs. The user ID capturing *** key in the attached screenshot shows that the signup process was initiated online by the consumer on March 16, 2023. If signup is done manually within Freshworks, then the *** key has the user name or the team name associated with it.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21488813
  
  I am rejecting this response because:

  The User ID and API Key do not proved that I registered for the account. Unless you can provide an IP address for where the signup originated, then I maintain that I was not the one that registered for this account.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:02/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 have been trying to cancel my service so I do not get charged again for an annual subscription. I have sent multiple emails, spent over 2 hours on the phone. They tell me they can do anything about it because it is the sales line, but they do not have a phone number to talk to someone that can cancel. They make it impossible to cancel the service. Please have them cancel my account and not bill me for another year. If they bill me they need to refund the amount billed.

  Business Response

  Date: 02/05/2024

  Freshworks received a concern from a consumer on February 2, **** about prior requests for cancellation. Freshworks determined that this consumer is on a subscription that renews annually on February 7. On February 3, ****, after reviewing the consumer's concern and past correspondence, Freshworks confirmed that the consumer's account will be cancelled and not auto-renewed on February 7, ****.

  Customer Answer

  Date: 02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/04/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Emailed Freshworks to cancel our account on 7/21/2023, request was not honored. Emailed over and over between 7/21/2023 and 11/2023 to no avail. Finally an employee ensure that our account would get closed, then yesterday 12/3/2023 we got another invoice. We want our account closed and all the money paid betwee 7/21/2023 and 12/2023 refunded.

  Business Response

  Date: 12/18/2023

  Freshworks received a concern from a consumer on December 4, 2023 about prior requests for cancellation. On December 15, 2023, after reviewing the consumer's concern, Freshworks cancelled the consumer's account and initiated the process for refund for this consumer for the 5 month period of August 3, 2023 (which was the first eligible billing period after their initial cancellation request dated July 26, 2023) to January 2, **** (the last period for which they were billed).

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/24/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  It appears this company is trying to fraudulently trick me into opening an account with them by sending me an email saying that I have to set up 2 factor authentication for my account. *I do not have an account with them. They appear to be criminals it was brought to my attention by my email fraud detector that gave guidance to send their email immediately to spam. Please look into this. I am also going to notify the ************************ because they used my business email for this nonsense. I do not want them emailing me anymore,

  Business Response

  Date: 11/30/2023

  Freshworks received a concern from a consumer on November 24, 2023. We reviewed the consumer's concern and our records, but were not able to find a record of the consumer in our system nor were we able to identify the email referenced based on the information provided. We believe that it is possible that the consumer may have received the email because the consumer is a customer of one of **********************' customers. For us to look into this further, please provide us with additional information such as the email address that the email was sent to and the content of the email that was sent.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20912583
  
  I am rejecting this response because:
  

  I am NOT a customer of them or any of their fraudulent associates. 

  This company and/or anyone associated with them are NOT to email me at: **************************

  I have NEVER done business with them. I DO NOT have an account with them. 

  I am going to contact the ************************ about their continuous actions against me and others as outlined in numerous complaints.  

  
  ***********************

  Business Response

  Date: 12/05/2023

  Freshworks has no record of ever emailing this email address nor is this person a customer.  As we do not have her in our system, we will not be able to contact her.   As mentioned in our prior reply, we believe that it is possible that the consumer may have received the email because the consumer is a customer of one of **********************' customers (but we do not have access to our customer's records on this matter).  We consider this matter closed.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20912583
  
  I am rejecting this response because:
  
  This company is lying. See an attachment of the email sent from this fraudulent company.
  
  They expect people to just give up so they can continue trying to scam and then lie about it. 
  

  Once again, I do NOT want the company Freshworks or any of its affiliates sending me any emails. I DO NOT have an account with them. 
  

  as you can see from the email this company claim they did not send my blocker got it right, and stopped this SPAM email from this abusive company. 
  
  Thanks BBB for trying to get them to rectify the horrible actions they are doing to me and others.  However, they lied about this small thing that they could have just said sorry and we will work to do better. This shows me the company either needs to close or have an overhaul from the top down to clean up this absolutely disgusting behavior. 
  

  I am going to let all of the Armed Forces entrepreneurs/start *** to stay far away from this company. 

  ***********************

• Initial Complaint

  Date:10/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 hope this letter finds you well. I am writing to file a formal complaint against Freshworks, a company providing customer support and engagement software solutions. My complaint arises from a series of unresolved issues and unsatisfactory experiences I have encountered as a customer of ********************** dating from September 16.My primary concern centers around Freshworks' repeated failure to address my requests for a downgrade of my account from a ******** plan to a 1-member plan, as well as overcharges in my recent billing cycle. Despite multiple attempts to resolve these matters directly with Freshworks, I have not received a satisfactory response, let alone a resolution. These ongoing issues have left me deeply dissatisfied with the company's customer service and business practices.As a consumer, I believe that I am *********** fair and transparent services from any company I engage with. Freshworks has not met these expectations, and as a result, I have decided to bring this matter to your attention for mediation and assistance.I kindly request that the Better Business Bureau conducts an investigation into this complaint and facilitates a resolution between myself and Freshworks. My desired outcome is [mention your desired resolution, such as a refund, account adjustment, or another form of compensation] as appropriate compensation for the problems I have encountered.Enclosed with this letter, please find copies of relevant documents, correspondence, and evidence supporting my complaint. I trust that the Better Business Bureau will conduct a thorough review of this matter and work towards a satisfactory resolution.Thank you for your attention to this complaint, and I am hopeful that with your assistance, we can resolve this issue with Freshworks promptly. Please do not hesitate to contact me if you require any further information or clarification.

  Business Response

  Date: 11/09/2023

  Freshworks received a concern from a consumer on October 25, 2023. On November 6, 2023, after reviewing the consumer's concern, Freshworks reduced the number of agents on the consumer's account and processed a pro-rata refund for this consumer.

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 formally file a complaint against Freshworks Inc., a software subscription service. Despite having cancelled my subscription on September 1, 2022, I have continued to be charged each month for the past 11 months, amounting to a total of $1479.83.I am in possession of a cancellation confirmation email sent by the company on September 1, 2022, which I believe should serve as sufficient evidence of my cancellation request. However, despite this, I have been billed on a monthly basis, with each transaction being $134.53.Upon discovery of these unjust charges, I contacted Freshworks' customer service to seek a resolution. Their response was that they could only cancel the account but were unable to refund the already incurred charges. This outcome is unsatisfactory and frustrating given that I had duly cancelled the service in September 2022.I am appealing to the Better Business Bureau to assist in resolving this issue. I am seeking a full refund for the charges that have been unjustly debited from my account since my cancellation in September 2022.Your assistance in resolving this matter would be greatly appreciated.Thank you for your time and attention.

  Business Response

  Date: 08/10/2023

  After receiving the consumer's complaint, Freshworks reviewed the messages with the consumer and data regarding the consumer's account. In August 2022, the consumer entered into a free trial of our Freshteam product.  In September 2022, consumer signed up for a paid monthly subscription of the product, which supersedes the free trial. The email provided by the consumer refers to the expiration of that free trial account. 
  
  As part of the September 2022 contract via Service Order Form, the contract automatically renews on a month-to-month basis and the consumer added credit card information into the billing system at that time for payment of the monthly subscription.  Attached is a copy of the Service Order Form. When the consumer first contacted Freshworks to request to cancel the account in July 2023, ********************** cancelled the account effective as of August 1, 2023 (which would have been at the end of the current monthly subscription term).  Per the standard terms and conditions applicable to the Service Order Form, fees paid are nonrefundable (please see Section 5(a) and the attached terms). Therefore, no refund has been issued for any prior months.