PandaDoc Anmeldelser 653

I have used this service since 2018, paying an annual subscription fee, which renewed last month. Only I found today (with no notice) that I had been moved to a lower plan, my previous one no longer existing, and would need to upgrade to get basic features I have used for years. The new plan rate would be more than double my existing rate. When I cancelled my plan and contacted customer support, they indicated they refused to refund the year's subscription fee, despite it just renewing this last month. I am incredibly disappointed at the unprofessional behavior of this company. I don't know if they have new owners, or what their issue is, but I highly recommend not using PandaDoc.

Recent changes to PandaDoc mean that it feels like we're paying twice for a feature. The whole point of PandaDoc is to have a way to reliably collect signatures. Now, when we use the Forms feature for that purpose, we have to purchase tokens. We've been using PandaDoc for several years now, and this is the first time we've had to pay additional monthly costs for this feature that we've been using regularly. It wasn't communicated until after the fact, and even though we have an annual commitment that we're in the middle of, our costs are now different.

Excellent app and very easy to use, I highly recommend this platform!!

would never use them their customer service is the worst

Pandadocs used to be good

Then they decided to roll out a new UI which makes sending simple forms much harder and slower, with more manual input.

The new UI loads painfully slow, you'd think we'd swapped back to dialup internet.

Panda Doc has deceptive business practices. They auto renew your account and if you tell them the same day they charge you that you do not want to renew, they tell you that you have to pay a full year and then cancel because you did not give them sufficient notice. They give no notice of the renewal date. I cancelled last year and they still renewed me anyway and now want another full year of payment. I've never seen a vendor be so unethical.

When I first signed up with PandaDoc, I spoke with a human and they were helpful. Now, if I run into trouble with the site, I don't get a response for at least 24 hours. I had to cancel a notarization because I needed help that I could NOT get. Terrible service that's too cheap to hire enough staff to help their customers and then nickel and dimes the customers to death. No thank you. I'm done with PandaDoc.

We maintained an annual Starter Plan subscription for nearly three years. The platform reliably handled our low-volume needs—generating client orders, managing e-signatures, and issuing authorization letters (under 10 documents monthly). We derived the core value from maintaining over a dozen customized templates to expedite our workflow.

Recently, PandaDoc introduced platform updates featuring tools we do not require, while simultaneously restricting the Starter Plan template quota to exactly five. This policy change directly penalizes legacy users and disrupts our operations:

Imposed Limitations: Because our existing library exceeds the new 5-template cap, the system now prohibits us from creating new templates.

Intrusive Upselling: Executing documents from our existing templates now triggers relentless, mandatory prompts urging us to upgrade to a premium tier.

We consider this business practice unacceptable for two specific reasons:

PandaDoc refused to grandfather loyal, existing customers into their original plan terms.

The return on investment fails to scale. The efficiency we gain from the software does not justify the significantly higher cost of the upgraded plans.

By retroactively enforcing this strict template limit, PandaDoc effectively reduced the utility of our paid plan to zero in order to force an expensive upgrade. We remained a satisfied, paying customer until this change.

Consequently, we award a 2-star rating. We removed our billing details and will let the current subscription expire without renewal.

Not even working .

Register with gmail, and this is what you get "Sorry, we’re having a little trouble
Please reload the page. You can pick up where you left off.

The platform itself is easy to use, however the customer support is bad beyond comprehension. I mistakenly got charged for my another annual subscription and i did not use it even for a single moment after my renewal. I contacted them immediately that i got charged and i was not planning to renew at the moment even though i was going to renew later on. They refused to give me a refund and when i expressed my disappointment in their decision, they literally did not give an answer and marked the ticket as resolved. so many people are complaining about the same thing. Rule should be, no matter how good the product is, a company with bad customer support should not be subscribed to.

I have not used the service in almost an entire year and they charged me for another year again. I tried working with customer service and they are refusing to process the refund. They charged my account on 2/24 and I notified them on 3/2 6 days later. Please beware of this predatory company

In my opinion the best document sender in the game.

I purchased pandadoc plan after a few days of using I realized my clients weren't getting PandaDoc emails, after contacting there support, they advised me that I would have to tell all my clients who weren't getting my email how to change their settings on their computer. with over 600 clients. no way I was going advised my clients to do so.
**** DO NOT USE PANDADOC ***

You get what you expect. Meaning you can e-sign documents. I don't know if it's that much better or worse than alternatives. In the end, it's pretty straightforward.

I rarely write negative reviews, but after a year with PandaDoc, I feel compelled to share my experience for other small business owners.

The software itself offers useful tools, but customer support has been consistently slow and often unhelpful. Each time I reached out, responses took several days and rarely resolved the issue fully. When your business relies on a document platform, timely and effective support isn’t optional — it’s essential.

I also experienced an unexpected annual renewal charge after initially using a month-to-month plan. When I contacted support to explore reverting back, the response was delayed and ultimately inflexible. After researching further, I’ve seen similar frustrations from other users regarding renewal billing and refund rigidity.

While PandaDoc may work well for organizations that rarely require assistance, my experience suggests that support responsiveness and subscription flexibility can be challenges for small business owners.

I genuinely wanted this to be a long-term solution, but ultimately, the support structure and billing policies made it difficult to continue.

PandaDoc’s product is bad, full of bugs, expensive, and have poor customer service. There’s nothing they do well. Consider trying another competition.

They make Cancelling impossible

They are dishonest and they keep charging you even after you clearly tell them you want to cancel. The way they manage cancellations is so Fd up to the point of almost being criminal

After a full year of not using the service, I was charged a renewal fee. I fully acknowledge that I missed removing my account information after moving into a different role where the service was no longer needed.

That said, the account had not been used for over a year, and a refund was requested promptly after the charge. The company declined to return the $228.

Situations like this highlight how support decisions shape client trust. Policies matter, but so does judgment. In this case, the lack of flexibility reflects poorly on the overall client experience.

Shadey and manipulative pricing tactics. In two years they released zero new features (that I was able to take advantage of) and then changed the plan name from Essentials to Starter, charging the same amount of money, and removing core features such as ability to create templates and pricing tables. What even are you if I can’t do those BASIC things? May as well use word for free.

Have since gone to a competitor and love it. Lower price and more features, can you believe it?

⚠️ NOTE FOR ANYONE WHO HAS BEEN SCAMMED BY THIS SERVICE — READ THIS FIRST: File a CHARGEBACK with your bank. Select CREDIT NOT PROCESSED as the reason code. Attach every screenshot, every email, every chat transcript. Let the bank decide. Do NOT accept their "cancellation policy" as a final answer — it does NOT override your consumer rights. Full explanation below. Now, my story:

I started using PandaDoc on the Free plan. After a couple of days, I genuinely liked the service, so I decided to upgrade to the STARTER ANNUAL PLAN, paying the FULL YEAR UPFRONT to take advantage of their advertised 46% discount.

Here's where the nightmare begins.

The Starter plan advertises 5 TEMPLATES. What they don't tell you is that PandaDoc pre-loads your account with their own default templates — and actually ENCOURAGES you to explore them. So I did. I browsed a few. I didn't use them. I didn't customize them. I didn't create a single document. I didn't add a single signatory. I simply LOOKED at them.

Guess what? Just VIEWING those default templates caused them to appear in my template list — and they were immediately COUNTED AGAINST MY 5-TEMPLATE LIMIT. Even after archiving them, the system still showed ZERO TEMPLATES AVAILABLE and prompted me to upgrade to a higher plan — another 400+ on top of what I had already paid just hours earlier.

Let that sink in: I PAID FOR AN ANNUAL PLAN, EXPLORED THE PLATFORM'S OWN SUGGESTED TEMPLATES, AND WAS IMMEDIATELY LOCKED OUT OF A CORE FEATURE I HAD JUST PAID FOR. This is not a bug. This is a design choice. And it is, in my opinion, a textbook bait-and-switch.

I contacted their support team immediately. To their credit, the agent was polite. But let's be honest: customer support agents are paid to follow a script. They offered me a 25% discount on my next billing cycle — as if I would ever trust this platform with another payment. When I firmly declined and demanded a full refund, they escalated to the Billing team... who apparently need 3 BUSINESS DAYS just to DECIDE whether to refund a payment made less than 24 hours earlier.

They also conveniently attached their PAYMENT POLICY, which essentially states: once you pay, you don't get your money back. How convenient.

So here we are. February 8, 2025. Waiting.

I have already notified my bank and they are STANDING BY to process the CHARGEBACK under the reason code CREDIT NOT PROCESSED. I am giving PandaDoc exactly 48 hours from my last message. If no refund is confirmed, the dispute will be filed immediately.

Now, as promised at the top of this review, here is the FULL EXPLANATION for anyone who needs it — especially if you are not familiar with the dispute process:

DO NOT TAKE "NO" FOR AN ANSWER. DO NOT STOP AT WHAT THEY TELL YOU. ALWAYS FILE THE DISPUTE.

Here's what many people don't know: companies like this often use CHARGEBACK PREVENTION SYSTEMS (such as Verifi or Ethoca). These systems are designed to protect their payment gateways and merchant reputation. The moment you open a dispute with your bank, these systems can AUTOMATICALLY TRIGGER A REFUND — before the bank even investigates. They refund you not because they want to, but because a chargeback on their record is far more costly to them than your subscription fee.

If they DON'T have such a system in place, the dispute will be reviewed and judged by your bank on its merits. And here's the key: A COMPANY'S INTERNAL CANCELLATION POLICY DOES NOT OVERRIDE CONSUMER PROTECTION LAW. Their policy must comply with the laws of the jurisdiction YOU reside in. Any terms and conditions must have been EXPLICITLY ACCEPTED by the consumer at the point of sale — and even when accepted, THEY CANNOT WAIVE YOUR STATUTORY RIGHTS. A dubious policy written on a website is not a blank check to keep your money.

So file the CHARGEBACK. Select CREDIT NOT PROCESSED as your reason. Attach every screenshot, every email, every chat transcript. Let the bank decide.

I don't care about the money. For me, it changes nothing. But for a freelancer, a small business owner, or a startup founder who invests in what they believe is a legitimate tool — THIS KIND OF PRACTICE CAN COST THEM REAL MONEY AND REAL OPPORTUNITIES. Someone out there might be counting on that annual subscription to run their business, only to find out they've been locked out of features they paid for within hours.

That's why I'm posting this. That's why I'll post it on TRUSTPILOT, BBB, G2, CAPTERRA, and every other platform people consult before making a purchasing decision. Because REVIEWS MATTER. People read them. And this company will lose far more in lost subscriptions than they would have lost by simply issuing a fair refund.

I WILL UPDATE THIS REVIEW WITH THE BILLING TEAM'S FINAL RESPONSE.

GO ELSEWHERE. YOU HAVE BEEN WARNED.

1/5 — ONLY BECAUSE ZERO IS NOT AN OPTION.