Customer feedback about Semrush as an SEO software provider is predominantly negative, with consistent concerns about customer service, billing practices, and platform usability. Many reviewers describe unresolved or delayed billing issues, difficulty managing add-ons or subscriptions, and frustration with support channels. Cases of unexpected charges and inflexible policies were frequently mentioned, leading to a sense of mistrust and dissatisfaction. However, positive comments acknowledge the breadth of the toolset and appreciate the helpfulness and responsiveness of some customer service team members, particularly referencing the Boston office environment.
Major recurring themes include poor customer support—especially slow responses or lack of real-time assistance, unclear or unfavorable subscription management, and aggressive upselling or confusing product tiers. Multiple users described difficulty obtaining refunds, disappointing professional consulting services, and negative interactions with specific staff members. On the other hand, positive reviews compliment the software’s utility for tracking links, search rankings, and its interface, with select users mentioning accessible entry-level packages or enjoyable workspaces.
Overall, Semrush’s reputation appears mixed, trending negative, especially concerning support, billing transparency, and consultancy follow-through. While a minority appreciate the product’s usefulness and affordable packages, the dominant narrative centers around customer service failures and dissatisfaction with subscription management. Semrush holds some pockets of customer loyalty, particularly in Boston, but trust issues and inconsistent experiences shape its broader public perception.
Major recurring themes include poor customer support—especially slow responses or lack of real-time assistance, unclear or unfavorable subscription management, and aggressive upselling or confusing product tiers. Multiple users described difficulty obtaining refunds, disappointing professional consulting services, and negative interactions with specific staff members. On the other hand, positive reviews compliment the software’s utility for tracking links, search rankings, and its interface, with select users mentioning accessible entry-level packages or enjoyable workspaces.
Overall, Semrush’s reputation appears mixed, trending negative, especially concerning support, billing transparency, and consultancy follow-through. While a minority appreciate the product’s usefulness and affordable packages, the dominant narrative centers around customer service failures and dissatisfaction with subscription management. Semrush holds some pockets of customer loyalty, particularly in Boston, but trust issues and inconsistent experiences shape its broader public perception.
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