Grasshopper has been reliable until recently we did not receive a text message. The client was able to show that they did send however it did not populate in our feeds. Otherwise the functionality and... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The platform itself is entirely too complicated. We are not easily able to use the application in place of our native phone dialer. Three-way calls are impossible. The help articles do not provide suf... See more
Company replied
It's super helpful to be able to answer company calls and messages on our cell phones or the office computers! Flexibility is a must for us! It's my understanding that there is a limit to the number o... See more
Company replied
Overall, Grasshopper has helped us better reach our patients. With that being said, this latest update that combines all texts, calls and faxes is overwhelming and difficult to decipher what has or h... See more
Company replied
Company details
Information provided by various external sources
A virtual phone system can help your business stay organized with many calls coming in. Sound professional and stay connected.
Contact info
Summer Street 320, 02210, Boston, United States
- www.grasshopper.com
2.7
Poor
302 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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See how their reviews and ratings are sourced, scored, and moderated.
Having to get through AI was extremely…
Having to get through AI was extremely frustrating, but once I got a human on the phone, he helped me with everything I needed. He was great!
15 May 2026
Reply from Grasshopper
Hi Crystal - Thanks for your feedback! We’re sorry to hear the initial experience was frustrating, but we’re glad to hear our team member was able to help and get everything resolved. We'll take this feedback internally to work on, appreciate you sharing this experience and kind words.
Hard to cancel, no support for questions/issues
Hard to cancel. Treats Alaska as international. Absolutely no support or help when you have questions or need help.
12 May 2026
Unprompted review
Reply from Grasshopper
Thanks for sharing your feedback, we’re sorry to hear about your experience. Our goal is to make both support and account management as straightforward as possible. We’d appreciate the opportunity to look into this and and have reached out for more info.
Reply from Grasshopper
Hi David - Thanks for the kind words! We’re glad to hear you’re having a great experience with Grasshopper.
Customer Support team can get agitated…
Customer Support team can get agitated pretty easily and accusatory of the person who needs support. The information on their toll free SMS registration that they want you to copy and paste may be inaccurate and you might be sent a different set of text to copy and paste for your site when your application gets rejected. No refunds for cancellations as they will try to ask you to give your number to someone else you might know.
**Update**
After receiving a response to my review and a request for follow-up information. They decided to send another rep to inquire about an issue one rep had already closed so there is either a lack of communication between reps or they are hoping for a change in my review. After inquiring about a refund once again with this rep I was then sent over to a fourth customer rep who repeated the company line of being unable to process a refund because of policy. I would drop the review to less than 1 if I could as they continue to attempt to waste my time after I've already moved on from working with the company.
4 May 2026
Unprompted review
Reply from Grasshopper
Hi Derick - Thanks for your feedback, and we’re sorry to hear about your experience. Our goal is always to provide helpful, respectful support. The SMS registration is mandated by the carriers and is an industry-wide impact. The guidelines provided are give the best chance to acceptance, however if rejected by the carriers then we work to provide additional guidance and granularity.
We’d appreciate the chance to review this and have requested more info to dive in to help!
Reply from Grasshopper
Hi Carletta - Thank you so much for your wonderful feedback! We’re thrilled to hear you had such a great experience with our support team, we’ll be sure to pass along your kind words - they’ll truly appreciate it!
Easy process
30 April 2026
Unprompted review
Reply from Grasshopper
Hi Tiffany - Thank you for your feedback! We’re so glad to hear you found the process easy. We appreciate you taking the time to share your experience!
Grasshopper made the process smooth
Grasshopper made the process smooth, professional, and easy to understand. Their service was efficient, the setup was straightforward, and the platform offers helpful tools for business communication. I appreciated how simple it was to get started and manage everything in one place. Overall, a reliable service with a user-friendly experience.
25 April 2026
Reply from Grasshopper
Hi Emanuel - Thank you so much for your kind words! We’re thrilled to hear you've had a positive experience. It’s great to know Grasshopper's setup and tools has made managing your business communication simple and efficient. We appreciate your feedback and are grateful to have you with us!
Reply from Grasshopper
Hi Brithania - we’re very sorry to hear that your experience as a new customer hasn’t met expectations. That’s certainly not the first impression we want to make. We’ve reached out and appreciate the opportunity to learn more about what hasn’t been helpful and see how we can turn this around.
Outstanding work
Outstanding work! Very knowledgeable and able to fix my concerns.
Getting to the rep was difficult and it took a long time to connect but once I connected everything was corrected.
20 April 2026
Reply from Grasshopper
Thank you so much for your kind words, we’re glad to hear our representative was able to resolve your concerns. We also appreciate your honest feedback about the difficulty and wait time in getting connected - this is not the experience we want for our customers, and we’re actively working to improve it. Thanks again for sharing your experience with us.
my extension was able to contect well…
my extension was able to contect well with the server
16 April 2026
Reply from Grasshopper
We're happy you hear you've enjoyed Grasshopper's service thus far. Thanks for the positive review!
it is one the biggest mistakes I have…
it is one the biggest mistakes I have ever done to get my companys tollfree number with this provider. just keep your business away from this!!
it's been a year that they cant even verify a simple prosedure after over 10 times application!!
15 April 2026
Unprompted review
Reply from Grasshopper
We’re very sorry to hear about your experience and can understand how frustrating that must feel, especially after multiple verification attempts. We have 10DLC experts within our support team who would love to the opportunity to look into this and help with the application. We've reached out for more information.
Brian helped us get our issue resolved…
Brian helped us get our issue resolved quickly and easily. Super helpful.
14 April 2026
Unprompted review
Reply from Grasshopper
Hi Shirley - this is great to hear! Glad our support team was able to help ease any concerns and answer all questions. We appreciate the review!
Reply from Grasshopper
Hi Roxanne - we appreciate the review!
Annual Subscription is Dangerous
I initially left a 1-star review due to the billing issue I experienced. I’ve since updated it to 3 stars because the matter has now been resolved.
That said, I do feel this situation didn’t need to escalate to this point. I had been a loyal customer for many years and was simply moving on due to pricing. When I first requested a resolution shortly after the new billing cycle began, it could have been handled at that stage.
I appreciate that the team eventually stepped in and issued a refund, but this could have easily been a 5-star experience had the issue been addressed earlier.
4 March 2026
Unprompted review
Reply from Grasshopper
Hello - we’re really sorry to hear how frustrating this has been, especially after being with us for years. We understand how challenging auto-renewals can feel for small businesses, and it’s never our intention for anyone to feel stuck or unheard. While our annual plans do renew automatically in accordance with the terms agreed to at signup, we’d appreciate the chance to review your account and see what options may be available. We've requested more info and look forward to hearing from you.
Good Pricing, Easy to manage
Very easy to use and the pricing is extremely reasonable. The service is very good and the app is fairly easy to use. I do only wish there was a better way to customize the caller I.D. experience. If there was a way to display the callers name and/or number as well as make it obvious that it's a call on my grasshopper line and not my main line.
All in all, I am happy with everything I have received thus far.
10 April 2026
Reply from Grasshopper
Hi David - we appreciate the review and happy to hear you've had a positive experience. This is great feedback that we've taken back to the team!
That was not the number I chose
10 April 2026
Unprompted review
Reply from Grasshopper
Hi Jocelyn - thank you for the feedback, we'd like to understand what happened. We've requested some information and look forward to hearing from you.
Grasshopper is great…
Grasshopper is great…
However…
Lately…
I am not getting the opportunity to answer calls…
They automatically roll into voicemail after the first or second ring
8 April 2026
Reply from Grasshopper
Hi Bobby and thank you for the positive review! We'd love to assist and dive into your account settings to understand what may be happening. We've requested more info and look forward to hearing from you!
BEWARE, Zero Stars
BEWARE! If I could give 0 stars I would. I signed up for a trial with this company, and then got roped into a discount for an annual subscription (which evidently voids the trial period). Less than two weeks after signing up, I realized that this company doesn't provide a BAA for HIPAA compliance, which means I legally cannot use the line for my business. I hadn't started using the phone number yet, hadn't even advertised it as being associated with my business, but they wouldn't consider a refund. You'd think a business with good customer service/business sense would give even a partial refund for a situation like this. Nope. Nada. I was told my account had been canceled but that basically I had bought the phone number for a year and no refund would be given. Oh yeah. And they also charged me for SMS set up - which I never set up because I realized the phone line wasn't going to work. I was told that even though I hadn't completed/submitted the forms for SMS registration, the mere fact that I had opened the form -- that locked me into additional SMS charges. Terrible business practice. They deserve to go bankrupt - I hope they shut down ASAP so no one else gets roped in and has to deal with this kind of BS.
3 April 2026
Unprompted review
Reply from Grasshopper
We're so sorry for the frustrating experience. We'd love to opportunity to dive into your account to see what happened, and more importantly to make this right. We've reached out for more information.
My experience with Grasshopper was…
My experience with Grasshopper was wonderful I requested help with my setup and their wonderful support team walked me through and explained every step.
2 April 2026
Reply from Grasshopper
Thank you for the review! We're so happy to hear you've had a great experience with our support team, we're here 24/7 for any help or assistance.
Reply from Grasshopper
Hi Celeste - thank you for the positive review, we're so happy to hear you've enjoyed Grasshopper!
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