Feathery Reviews

Summary: Initially good as the product is good, but then awful because the business practices are extremely poor.

Positive: The product is easy to use and with a bit of time can make beautiful forms, which is good when you want something better than Google Forms.

Negative: Their business practices are awful. They are changing the plans you've bought (making them worse) regularly, without notifying the customers at all. The support is slow, does not reply to all queries, and offers no solutions and no apologies.

-----------------------------------------------------------------

Here is a email convo I had with the support :

Me :

For the last week or so our forms have been deactivating themselves.
These forms are business critical.
We keep turning them on but they turn off automatically.
Please could you let me know what is going on asap ? We're losing money on advertising every time the forms turn off.
Our account is xxxxxxxxxxxxx

Them :

Hey there,
Thanks for flagging this. We'll take a look!

Them :

Hey xxxxxx, you can see that you're over your allotted submission limit and on a legacy plan, which is why the automatic system response is to disable your forms once you've reached the limit. You can upgrade to our growth plan if you're looking for more submissions and no more automatic disabling of your forms once you've reached the submission limit.

Me :

Hi,
We’ve been over the limit for a few month and never had this issue, as the forms over the limit are charged extra. Is this a new rule?
This behavior is a really poor user experience, for me (no information about this, just forms turning off for no apparent reason until I contacted you, no automated email to tell when forms are turning off and no explanation or notification in your user interface), and for my users who need to use my forms but cannot, and therefore I’m losing money on advertising and on missed revenue from these users…
Please make sure this does not happen anymore, and please make a commercial gesture to offset partially these losses.
Furthermore there is no information about the pricing of your plans. What is the cost of the growth plan and how many submissions does it include ?
Thanks

Them :

Hey xxxx,
Our growth plans start at $100/month billed annually, supporting 1000 submissions monthly and up to 10 live forms. This comes with custom branding, advanced logic, custom API connections, & all standard integrations. Definitely covers what the Starter plan offered and more.
Overages are deprecated on legacy plans and only apply to the new plans.
Best,

Me :

Hi,

Since when are overages deprecated on legacy plan, and why was this not communicated in advance to clients ?
First, I bought a plan for 1500 monthly subscriptions, and you reduced that down to 500 later on without telling me.

At that point I am annoyed but I've built my forms, and I can still have more usage by paying more for overage, so I continue using feathery.
Then you completely remove the possibility of overage, again without any communication.
Is that seriously the kind of experience you want your users to have ? And now after having that experience you ask for an upfront payment for a year.
If you want to sunset plans at least give advanced warning so that users have time to move onto another plan or move to a different tool.
Now please allow me to have overage for another couple of weeks so I have time to consider what to do rather than having to make a decision under the threat that my forms are not working anymore.
Thanks,

Them :

Sorry about that - our pricing model has changed over time but our new paid plans do offer more flexibility and thus won't change in the future.

Me :

Hi,
You didn’t come back to me regarding my request to have two weeks where I can still have overage, in order to do what I need to to transition either to a paid plan or something else.

Them : they didn't reply

Me (two days later) :

Your lack of reply tells a lot about the lack of care for your customers.
I've cancelled my subscription and moved onto another SAAS.

Them : no further replies from them

-----------------------------------------------------------------

On top of this awful experience, while you can make beautiful forms, the visualization options of the results are non existent - you can just export a CSV.

Summary: Terrible experience. Sales team takes weeks to respond. Support is almost non-existent, and there are a lot of bugs in the system.

Positive: Easy to use interface with the advanced logic is nice for quick forms. Although the cons outweigh the pros significantly.

Negative: Don't make the accident of clicking the delete button on a form. Lost two weeks worth of my time because "​Sorry, we don't support restoring a deleted form." That's literally the one line response I got from their support team.