Supermetrics Avis 24

We had been a loyal Supermetrics customer since 2019. The tools worked well, support was responsive – no complaints for years.

Then they rolled out new pricing packages. For us, that meant 3x the cost for essentially the same usage. We declined the upgrade and wanted to stay on our existing plan.

Supermetrics gave us a 2-month deadline to switch to the new packages. When we didn't, they deactivated our license. No compromise, no alternative offer, no loyalty consideration for a 5-year customer. Just cut off.

If you pay reliably for five years and this is how you get treated, that tells you everything about how this company values its customers. I can't recommend Supermetrics. Not because of the product – that was solid. But because you only matter as a customer as long as you accept every price hike without pushback.

A critical component in the software stopped working and it's impossible to contact support. They disabled every possible e-mailadress and the support pages on their website are hidden behind a login page that doesn't work. Definitely don't recommend this company if you want something reliable

Horrible.

a) their intercom chat on their website pops up non-stop with a beeping sound. Can't close it. I have over 60 new messages as on every page it loads again. My grandma could do a better job.

b) upgraded to a more expensive plan which allows me to pull data for more websites. All my reports stopped working as they removed the list with the upgrade. Have to re-add those data sources. It's programmed wrongly as I get more data sources so the old ones could have stayed. Now I also have to renew all the connections which will take over an hour as they can't transfer them. After adding one again, it doesn't appear in the list to add as allowed domains. Just nothing works. Stupid by design.

Quite surprising after having paid near to 2k that these are the problems I'm running into. I thought the Finns would be more customer friendly.

Not a trustworthy company at all.

They keep billing you even after cancellation. Make sure you have asked written confirmation (which they resist a lot) that your account has been cancelled completely.

Absolutely pathetic company

Overpriced and bad customer service. Do not recommend this service.

Dishonest company, changing commercial terms while in contract, increasing prices of customers. Turning down affiliate earnings, just subscribe elsewhere

Searching for alternatives. I've been a Supermetrics customer for years and continue to be for the time being. However, I couldn't really recommend them to many people. Their pricing is too high, their plans are awkward and inflexible (I loathe the "prioritised" accounts limitation). Used to be a great tool, but now we're actively looking to move on.

Not helpful. Inability to be flexible. I made a massive mistake as there are much better options now in the market place.

Horrible experience overall. Queries failing every time as they struggle to keep up with data source connection changes, 4x jacked up prices for the same functionality, interface from the 00s, worst support ever - inefficient, unknowledgeable and rude.

Supermetrics is a fairly good tool! However, very expensive, especially for small companies with limited resources and needs.

Alternatives can be found much cheaper, or free of charge.

Frustrating and pushy sales people
Cannot renew a simple connector licence without 20 emails, several iterations and 20 days.

Save your business hours and buy elsewhere

I had a shocking experience with Supermetrics. They initially assured me that if I cancelled my license, future payments would be stopped. However, after cancelling, they're now forcing me to pay for the entire year! The customer support is absolutely useless – no help at all, just excuses. To top it off, their sales team blatantly lied to get me into the contract, making false promises just to close the deal. This company is untrustworthy, and I would advise everyone to steer clear. Horrible service and unethical business practices!

Horrible platform, and keeps sending me spam mails...

Supermetrics used to be great. Over the last two or three years their support has been abysmal. Constant connection breaks, impersonal, inefficient ticket based solutions drags any sort of issue out for weeks. It's absolutely astounding.

Terrible service.

They said they've added the Shopify Addon, but they did not and all our dashboard broke. Everyone makes mistakes but this is just too big.

In return we did not even get a "sorry".

we use supermetrics for google sheets
errors in the data imported to google sheets happen often.
when contacted to solve the problem, they reply asking for details, access to the sheet, and exports from the data source,
they then disappear for months and don't reply, or when they reply, they promise a swift resolution and they then disappear for months.

do yourself a favour and stay away!

Don't use Supermetrics, use databox instead. Their app is not fit for purpose, as it is very buggy and displays wrong information all the time. I've had so many awkward client meetings where I'm presenting data just to realise it is not accurate.
When asked for a refund they refused to refund me even though I had just bought the license. They don't care about keeping customers happy so don't do business with them.

Honestly, so buggy I come across problems all the time. Tried canceling but they don't offer refunds shock haha

Very expensive considering the features it provides. Besides that it's very bad that you can't use connectors like Shopify when there is only 1 data source needed. You need to upgrade to an almost 4 times more expensive plan just to use your one connector like Shopify (which is 128€ per month for a single API).

(1) Horrible support, (2) Buggy connectors, (3) Hidden request's limits for connectors, (4) Expensive.

Almost every connector I use has some sort of problem or bug, if it's not youtube "daily requests limit", it's Mailchimp conector variables that don't work, or missing pages for FB insights data, etc. A true piece of crap + the support is pretty much a waste of time, never really helped, and they are never online in their chat, just go directly to create a ticket.