Horrible service. I wish I had read some of the customer reviews before I signed up and actually paid them money! After signing a few documents for some real estate transactions I decided that I would use if for my small ventures. There were a few glitches in the beginning, but I muddled through. THEN when there was a HUGE embarrassing glitch, I tried desperately to get support. Via the Online Chat, TWICE and 43 minutes.... then calling into support, which provided me with absolutely no help, and although I wanted to work through it, the agent gladly took me up when I expressed that my only option was to close my account. It was truly some of the worst customer service I have ever experienced. LIve and Learn, dollars later. They have a good sales team, but their support is shameful. Shame on them. read more

I run a nonprofit and I tried to use DocuSign. Sales guy was great, but their accounting and support really screwed us over. Now I'm calling a lawyer. I would never touch this company and I'm spreading the word to all my many nonprofit colleagues. read more

It works most of time (80%, I will say). And it shuts me down when I need it for the most (i.e. the final offering property is 5 PM, and it got problem at 3 PM). File disappeared, and appeared 2 days later. Losing all the fields I edited (but initial and signature fields are there) right before my sending. Calling customer service and they told me that they can't do anything if they can't see it (I believe they can check the history and find it out. One out of four representative did it - Yes, I called them 4 times out of 5 days.). However, they didn't recognize my issues (or they are not willing to recognize my issues). For example, I told one of representative that the fields I edited is losing but initial and signature fields are still there (not losing). He kept telling me that he saw my 4 other documents are still there. I am talking about the fields in one specific document disappear, and he focus on how many documents I have now. And he didn't see I lose anything. Just wondering how could he see something which is disappear? Again, checking history might be a good idea. Amazingly, a lot of companies are doing it without the problem I have. Got to run away from it soon. read more

Horrible customer service. Spent an hour and a half, and got virtually no where. Felt the agent wasn't really listening very well.

Worked fine until I wanted to cancel, then turned into an absolute nightmare. They kept (and continue to keep) charging my credit card after my account was closed, and getting them to stop has been useless. I'm probably going to have to cancel my card just to make this nightmare go away. read more

Absolutely horrible when I tried this long ago. Why would anyone want an e-signature that looks like a seven-year-old wrote it.

Initially happy with Docusign but they have charged me for amounts not authorized on my account. HATE HATE HATE that they are outsourced!!! Forget their customer service, they don't understand what you are trying to communicate to them. read more

DocuSign ended up being a massive waste of time and money for both myself and my company. Their misleading and ensnaring business practices make it hard to both fully understand what they offer when purchasing a plan, and also even more difficult to leave after realizing you want to transfer to a different service. read more

Wish there was a way to show 'zero' - after many years (over 7 years) of being very happy with DocuSign, they for some reason decided upgrade in Fall 2017 and so every client had to change to their 'new and improved'...we are so unhappy & after speaking with Customer Support, I was told they were sorry if they lost our business, but there is no going back to the 'classic'. after paying $1400/year for many years - we are outta here and will be before they try and renew for another year, because it appears it is hell to try and get your money back from them. Why break something when it was not broken. Good luck to those who have DS now and to those in the future. read more

My Wife and I tried DocuSigning our Federal Income Tax return and it seems as if DocuSign wanted us to use template signatures that looked similar to our signatures but would have, in fact, been forgeries. We have a digitizing tablet (Wacom) but DocuSign really didn't deal well with that input and ultimately put my Wife's signature in the location where I should have signed. I never could determine how to place my signature in its designated location. So, our accountant will have to print out our tax return, mail it to us (snail mail), we'll sign it and then mail it to the IRS. Busy people like us do not have time for this monkey-business! read more

I have experienced unreasonable hold times when canceling. Have had additional charges paid to them from my account when I was told that the cancellation will stop any automatic payments... it still occurred. So, here I go again, calling back to have another two hours sucked from my day!. So far... three calls and I'm being told "they're approved, but in pending status... on hold". The rep could not explain that one. I ask for a simple call back on Monday (that was yesterday) and I receive an email at 5:04 pm (how convenient). It states "Hello, Thank you for contacting the DocuSign Customer Service Team. I'm sorry you're having difficulties. However, the refund for $31 and $60 has been processed already. You may need to wait for 3-5 business days to reflect the charge on your card depending on your bank" I'm sorry you're having difficulties?!? read more

The absolute worst program ever!! It took forever to upload documents, and when it did, it loaded only 1 page at a time. The customer service are of NO help and I got the run around for troubleshooting. I also spoke to 3 different reps and all three told me three different things that 'could' be wrong, but at the end nothing was wrong with my system or search browswer. It was the software itself. It took them one month and a half to give my refund and put the money back into my account, despite the rep and customer service stating it old only be 10 business days. Save yourself headache, hours of trouble shooting AND money and not purchase this garbage of a software program. read more

As a real estate agent we have a discounted annual fee of $240 for Docusign. When I went online to renew my subscription I thought I clicked on a link to charge $20 monthly instead of the full $240 upfront charge. I later found my card charged the full $240 PLUS an additional $49.52 for some sort of upgrade as a result of converting to a monthly billing. Apparently according to them I "upgraded" myself to the more expensive standard Docusign account at $300 year account by accident. After receiving my credit card bill and noticing these two charges I called and was on hold for 25 minutes before someone picked up. I was put on extended hold 3 separate times. I was told they would convert my account back to the $240/yr but not refund the $49. I complained and was placed on hold 2 more times and was finally told they would put in a request for the refund and that the rep would check back the next day and would process the $49 refund at a "Prorated" amount. Well two weeks later I have yet to see the refund. Called again today and after 30 minutes on hold was told the person I spoke to never processed the refund. I have now been on the phone 1 hour 20 min after being placed on hold 4x so far. As near as I can tell they have sourced their customer service to India or some other country. I am absolutely certain the placing of customers on hold is designed to wear you out and make you GO AWAY without any resolution. This is the absolute worst customer service I have had in several years. Now he is saying they also charged me a prorated fee of $12.09 today for the month of April which I just confirmed on my card. So the annual subscription for Realtor Docusign is $240 which I was charged, plus an $49.53 "Upgrade" to the standard Docusign account plus an additional $12.09 today. So I have paid $301.62 to Docusign for a $300 standard account that I only had for 10 days. Funny how he said my Standard account just so happened to be converted to the cheaper Realtor Docusign account yesterday but I called to have it changed 17 days prior. I have no resolution and the story keeps changing. I am being told I was now issued a refund on the day I called in 17 days ago. Funny how that refund has not shown up on my card today... I have a feeling that I'll be calling back or my next call is to my CC company then BBB. read more

I enjoyed Docusign for over a year under a paid account for IndieHitMaker.com until I found a free solution and then tried to cancel. Ohh boy did it go south from there. Docusign doesn't allow you to unsubscribe / un-enroll online. You have to call or email. I called and was on hold forever. Once I got someone, I got disconnected. I called back and was on hold so long I gave up. I emailed 3 times without EVER getting a reply. I tried to log-in to my account after my 3rd email and what do you know.. it no longer exists. However, I still haven't received a refund. HORRIBLE USER EXPERIENCE AND CUSTOMER SERVICE! read more

DocuSign and DocuSignTR save me so much Time, My Clients ask for it by Name! We can't live without it! Signing is so easy, Safe and a very Efficient way to manage Documents Paperless! Love it! Thank you Docusign! read more

DO NOT let this company get your financial information. They stole 500.00 from me several weeks ago and it has been a nightmare trying to get it back. They lied to PayPal claiming it was authorized and PayPal wouldn't investigate further. They claimed my PayPal account was cancelled (it is not) and that they couldn't refund my money (anyone who uses PayPal, can tell you that's not true). They wait until the finance office is closed before notifying you that they couldn't perform the refund so that you can't do anything about it. It's been several weeks and they know they owe me a refund, but they haven't even begun to process it; it is either because they employ woefully incompetent people or it is willful theft (maybe hoping that I would give up?). Apparently, certain actions you take in your account can trigger several hundred dollars worth of charges; but the UI does not inform you that you have activated premium features. Simple exploration of UI features can trigger a charge and you won't know it until it's too late; then the company will hold on to your money for as long as they can. The product might be nice, I don't know because I'm spending all of my time trying to fix their billing errors and I'm afraid to use the features. I recommend removing ALL payment information from their system before you start using it. read more

I have been trying to cancel my account for over five months. At this point I have no idea what to do. They ask a hundred questions to cancel the account, and then don't do it. You should be able to click "cancel account" in the settings, like with any other SAAS product. The only reason not to do that is to make it difficult to cancel. read more

When I try to cancel my Comcast internet service, that was month to month, Comcast told me, I signed a document (using Docusign) that I need to give 60 days notice. I never signed such a document, Comcast provided me a fake pdf contract with a fake docusign signature. It is not even funny, the suppose signature is my name typed in blue script font, and some random numbers below it, ends with ... which says the number is not complete number. I called Docusign, the person says, they do not keep the original document. What ?, so I can fake docusign signed documents as well. Is the their business idea??? And all the other reviews that i read, This company should not be in business. read more

DocuSign has a "Finish later" button which says that it will save your progress, allowing you to resume your work later. However, it either doesn't work at all, or at least doesn't include signatures and initials. The description doesn't mention that signatures and initials won't be saved, so I wasted a lot of time by exiting a document after falsely being lead to believe that what I had done so far would be remembered. Paper doesn't forgot what you've done. It also doesn't make false promises. Don't use DocuSign if you don't want to complete something in one sitting. read more

I have been using docusign for several years. My client's love the fact that it is a time saver. It allows my clients to sign "on the go" without scheduling a meeting to simply sign a document in person. My transactions are smoother and more efficient. read more

I love DocuSign and could not imagine going back to business before it. It saves me sooo much time and money and the reason I went with them was because of their customer service. If you every have problems I recommend contacting them on Twitter @Docusign or the person who usually helps me is an.bui@docusign.com. read more

The website functionality is pretty good but wait times for customer service are awful. I was on hold 25 minutes the other day to get a billing error corrected. Online companies are being judged more and more by their level of customer service. I give them a D in this category read more

DocuSign's authentication process frequently asks me about someone else's personal information. I can only assume that they are asking other people about my personal information. Is this legal? It is certainly not ethical. read more

Docusign is absolutely horrible. They have been overcharging my plan that I selected for the past 6 months. The plan I signed up for is $20/month and they have been charging me about $70/month. When I tried to cancel I called, waited on the phone for over an hour, and no one answered. Absolutely terrible. Docosign is the epitome of a horribly run business. read more

Excellent value for a serious time saving service. I have been a customer for 5 years and it made my personal and professional life a lot easier. read more

I've tried lots of electronic signature programs but this one is by far the best!

WORST application, user experience and hidden billing auto-renew I've experienced in a long time. There is no way to delete your credit card once its been entered and every time you change any billing information auto-renew magically switches on.... Use hellosign any time! STAY AWAY! read more

This is a company is Joke. You can not verify any thing if your a owner of document. Called to today to verify that a document was a signed by two parties on the date of the docusign. They could not tell me. Called today to just check it was not signed on with the same IP address. They would not tell me. My company uses them, VISA AND MC does NOT care if it is docusigned. You can still lose the case even if it is docusign. Then why do I pay for this service? No clue, going to cancel my company account. read more

Do not use them canceled my acct in augs..Have been charging may account for the last 4 months..Called said I need to send in copy of bill.... Finally had to file fraud charges with am ex.. only way to get credit. STAY AWAY FROM THEM... Scam... read more

I'm thinking Phil & Dean must work for Docusign ;) I've been overbilled and worse than that I've now wasted 41 minutes of my life with a customer support team that is the absolute WORST.... I'm still on hold even if this gets corrected I should have gone with another company. Love the idea hate the service. read more

a year ago one of my employers was in the market for Comcast service at a temporary location. I E-Mailed back and forth for quotes from Comcast and my bosses finally agreed to use Comcast. Now that we are closing a temporary location Docusign and Comcast are telling me that I logged into Docusign and somehow "signed" a service agreement for a 36 month term. I did no such thing. When I called up docusign to say there was an error they actually had the nerve to argue with me telling me I did sign that document. From what I understand the security they use is to send an unencrypted link tosomeone's E-Mail and whomever intercepts that link can sign the document in the name of the recipient. When I asked the customer service representative if that was really true, she said "yes but no one would have your E-Mail password so this is secure" Are you kidding me? After seeing my name and E-Mail address show up on a document I'd never seen before, and not being given an answer when I asked if they'd bother to check my digital signature with my public key, I plan to steer clear of Docusign. Note that my knowledge and frustration with Docusign only pertains to this one matter. I am still attempting to get a good explanation of what happened and if I do get one, I'll update this review. read more

I would not recommend this service. Not customer service friendly. Very expensive. Just try and cancel....good luck, they will keep charging your card. read more

If I could rate this zero stars, I would. I would absolutely LOVE it if someone on their "customer support team" could be held accountable for the complete and utter lack of "support" that has been provided to me on your end. If you are going to provide a time frame (ie 10-14 days, and 24 to 48 hours), either be able to do what you commit to within that time frame, or be realistic so people know what to expect from what seems to be an incredibly slow moving and inefficiently run company. Secondly, if you cannot uphold claims that someone will "keep in touch", again, do not make such a claim. Thirdly, if you can neither complete what you claim to be able to in the time frames you provide, nor can you provide your customers with timely, helpful, and responsive support, than the "customer support branch" should be thrown away altogether, because it clearly not providing adequate "customer support." This whole process has been a complete and utter headache, I have had to call twice, made several comments on my case, and gotten roughly one response for every three attempts at contacting someone, even less of which have been anything more than completely empty promises that completely fail to get anything done at all. My refund was promised to be given in 10-14 days, that time frame passed, I opened a case, no response, I called, finally an (unhelpful) response. Added more to my case, someone answered, said they would "escalate" my refund. Two business days later, nothing. I commented again. Same customer "support" person answered, said they would "expedite" my refund yet again. Another business day passed, nothing. I complained again. Same person answered, said it would be 24-48 hours and that I would be "kept in touch" with. Three more business days pass, no response, no "keeping in touch" no refund. Today I finally called again, had someone answer say they'd email someone to finally approve my refund. Let's see if anything actually gets done because I would really love to get my $120 back, as it is now over 6 business days late. This level of incompetence and lack of professionalism is completely and utterly unacceptable. To make matters worse, it seems as though there is no way to contact any supervisors or people on a managerial level to let them know that either their employees are not doing their jobs, or they themselves are failing at running an effective business. read more

Money taken from our account incorrectly. Dual accounts not closed when instructed to do so. Issue still not resolved 14 months later. Communication dire! Absolutely no empathy with the customer. Possibly the WORST customer service I have ever had the misfortune to experience! read more

A nightmarish experience. I work for an investment firm and tried using DocuSign Pro on a recent deal. Half of the investors were unable to submit the document and spent more than an hour each trying, some with DocuSign representatives assisting them. Several just gave up and had to sign a hardcopy and scan and email it to me. After all this, DocuSign voided the document and I am no longer able to access the document. I now must go back to our investors and ask them to sign again. This reflects negatively on us as it makes investing with us difficult for busy professionals who have better things to do than spend time on the phone with DocuSign representatives. I wish I had never tried DocuSign and am now out $162.00. After requesting a refund, my request was ignored. I highly recommend users look at other options for electronic signatures. I am in the process of closing on a house and have signed several documents electronically successfully using another e-signature service. I am going to look up who they are and try their service instead. read more

Terrible company that only seems to be getting worse. They have recently outsourced their support to the Philippines. And in order to do business they force you to file your credit or debit card with them so they can just automatically re-bill you every year. Their policy is also that they won't remind you when that billing time comes. Their phone system is a disaster. Automation hell. I cannot find their billing department and everybody that I do talk to says they know how to get me there, yet, none of them gave me the correct info. At this moment, I still don't know how to find their billing department. After 5 phone calls, I am taking a break to write this review! Also, they made some changes recently on what the receiver of a docusign document receives. So, now some of my clients are confused with how to sign the documents, which makes me not look so good and takes more of my time as I have to figure out solutions for them. I think this company is getting too big for their britches. It's time for me to start shopping around and put in my two cents worth to the association that I work for who touts this company. read more

i hate it and i asked for a prorated refund, they will not give it to me, terrible service

Docusign's customer service is absolutely terrible. They are very disrespectful to their customers. It took over two hours with tech support just to get access to my new account, then they double-billed me for service. When I called to request a refund, the technical quality of the call was so bad that I had to keep asking the rep to repeat himself. He wanted me to send a full copy of my credit card statement (yeah, right) and when I protested, he finally agreed. When the refund was processed, it was for $20 less than the amount I was owed. I called back, spent a half hour on the phone and was told it would be taken care of. It wasn't. I just got off the phone from another 30 minute session. If the refund isn't there within the next couple of days, I'll call my bank's fraud department. It's just amazing how bad this company's customer service is! I'm going back to exchanging PDF contracts with my customers. read more

Pathetic. Their support department doesn't even understand the product.

I was looking for a secure signature service so my company could host a form online, have a perspective candidate for employment sign it and submit it. The people at Docusign are SO arrogant and lazy. They transferred me to 4 different departments, each time listening to what I was requesting.... (not an unusual request by any stretch of the imagination) and when I finally got to the guy who was reportedly able to help, he told me he couldn't demonstrate the product I wanted. I'd have to buy it and then he could show it to me. I declined. Next day I get a call from their sales people asking if I'm satisfied with my "free trial". I explained my situation, told them I found a competitor to help and the guy says, "If you don't want to work with the #1 e-sig company, your loss" and hung up on me. I don't care if I have to walk every document through our company by hand, I'll NEVER do business with DocuSign. EVER! read more