RingCentral: A Terrible Experience From a Long-Time Customer Belmont CA

I have really tried to stick it out with RingCentral, but I’m done. After years of being a loyal customer, I’ve had enough. At first, I thought we were making progress when I was reassigned to a new account rep, and their US-based customer service actually reached out in January. But things quickly went downhill again.

Back in early February, we had a representative reach out regarding TCR. I was out of town, so my Director of Operations emailed back to let them know she was available, and we heard NOTHING. I followed up the next day and still got no response. Their customer service is awful—almost nonexistent—and reading Reddit posts to do damage control is a really bad look. I’ve even been banned from their subreddit for sharing my experience, likely because they don’t want potential customers to see the truth.

Beyond the awful communication, their features are a mess. There is no group texting, so we had to sign up for BeeTexting, which required a complex setup. Every number assigned to a queue had to be configured through Auto Receptionist. Worse, every single user would have every number in their drop-down list for texting or calling, whether they were in that queue or not. BeeTexting also adds additional fees per user. It’s a nightmare.

We were ready to switch to Zoom months ago, but RingCentral kept making promises they couldn’t keep. A customer service rep reached out to me on Reddit, and we had a call back in January. Since then? Absolutely no follow-up. Sure, I got a two-month refund for BeeTexting, but it still shows up on new invoices—what a joke.

The past two weeks have been pure agony as we painstakingly moved to a new provider. And thank goodness it's finally over. After all the false promises and delay tactics, we are OUT of RingCentral!

One of the biggest issues we faced was the lack of group texting from queue numbers. We waited months for approval for more than 49 numbers, which never came through. But, once we switched providers? We got approval for our TCR campaign in just 4 days—4 DAYS! Not months, not weeks. Our numbers were ported, and everything was live and working without issues.

It was incredibly frustrating dealing with RingCentral, and I honestly don’t know what happened to their customer care team. The rep I spoke with was helpful at first, but now—silence. Their customer service has completely dropped the ball.

Also, let’s not forget their February outage that lasted over 24 hours. After that, our SMS, which was previously working fine, completely stopped. Just one more issue in a long list of problems that made this the most horrible experience ever.

RingCentral, from a long-time customer: Get it together.