Hotjar Reviews 58

I had a very disappointing experience with Hotjar. I attempted to cancel my subscription within the 7 days following an automatic renewal, which is a reasonable timeframe to request a refund. However, I was only able to interact with an AI agent that repeatedly told me a refund was not possible, without offering any real assistance or escalation to a human representative.

What makes this even worse is that this is an annual payment, meaning the amount charged is quite significant. Being denied any flexibility or support in this situation is extremely frustrating and unfair.

This kind of poor customer service is what truly sets companies apart—and unfortunately, in this case, not in a good way. I would not recommend this service based on my experience.

Disappointed with partner support and the handling of client account setup and transfer.

Support of Hotjar/Contentsquare CC’d partner support three times in a row and still told me to email them directly myself, saying they were unable to help with creating and transferring a client account. This back‑and‑forth defeats the purpose of partner support and wasted valuable time. Worst support experience so far.

Probably the worst product i have used in recent history. I was an advocate of the product 5 years ago. Until resigning up resently to see that it has fallen into the endless in app upgrade cycle even if you are already paying sunscription fees.

I have moved to lucky orange

product is average.

worse thing is if you cancel the day your sub renews, they will refuse to refund you.

Bad business, I recommend looking elsewhere.

We have recently made a mistake while buying a higher plan in Hotjar. We have contacted Hotjar's support. The response came in a few minutes and they have resolved our problem in a matter of moments. The support specialist was also very nice.

And the platform works well too.

As per usual after-care service is poor. No way to speak to a human, just a chatbot. It's so frustrating. I want to pause my contributions for a few months and have the £250 refunded that I paid today when the monthly charge came about. But all I get is a chatbot speaking nonsense. So instead of refunding and keeping a customer happy who will return in a few months when they have time to use the software again, they've lost a customer for good. It's a great example of businesses who refuse to engage with their customers.

I’ve been a loyal Hotjar customer since 2015, but under the new ownership, the company has become shockingly greedy. I was already unhappy with the previous price increase, which was steep, but this latest hike is absolutely outrageous—over 800%! Such an enormous jump is completely unjustified, even when accounting for inflation or any supposed improvements to the platform.

This feels like nothing more than a cash grab. It’s incredibly frustrating to see a company I once loved and supported for nearly a decade prioritize short-term profits over long-term customer relationships. For a business that claims to care about user experience, they seem to have completely overlooked the impact this will have on their most loyal customers.

It’s clear they’ve lost touch with their original values. Hotjar is no longer the product I signed up for, and with so many other viable alternatives on the market, I’ll be taking my business elsewhere. It’s disheartening to see them push away longtime users with such blatant disregard.

My $99/month plan is supposed to capture 500 sessions/day. It doesn't and when i contact support i get no reply - like many others who have reviewed HotJar. Cancelling now.

The support is non-existent.. You either have a chatbot which is useless or they asked you to email and no-one responds.

Website shows a good game with some good features however the lack of support is surprisingly concerning

Lack of support. 5 days without any replies.

This company is violating your human rights by unlawfully spying on you. It is criminal and needs to be brought to justice. I am a victim of its crimes, as are you, and your children.
This company's activities are, for the most, surrepticious, because of their unlawfulness.

amazing tool if compare with smartlook or others

It serves its goal. The interfce and the documentation could be made a bit more user-friendly
I integrated it with my ecomm store, and on the checkout page I failed to see customer behavior in some parts of the page. Sad, cause I wanted to test different layouts of the payment methods. But probably, it's privacy / security concerns, like card data.

Improves monitoring users' experience!
Great tool for improving experience and monitoring.
easy to use and good flow.
Could be more organized

They say you are a customer when you are not. Send many spam emails. Say you can't unsubscribe if you are a customer. All a scam to get you in and paying. Hotjar is an internet and email scam.

Don't do tasks for hotjar, unless you'll have a lot of money to begin with. Else you'll hit high negative numbers and wouldn't be able to buy yourself out. They won't tell you, how high the numbers can be. For me it was 3 times I'm investing at that moment. Don't trust them, if you don't want to loose money

Great tool for analyzing your visitors' behavior, however, it's quite expensive in the long run

So, I've been using Hotjar for a while now, and it's been pretty cool to get some helpful insights into how our website is doing. It's definitely been useful for understanding what our users are up to and making some tweaks to make their experience even better.

But here's the thing that's been bugging me a bit - the session recording. Hotjar's great and all, but it seems to have a blind spot when it comes to recording organic traffic. You know, those visitors who find us through search engines? It doesn't catch their sessions, which is a bummer. It'd be super awesome to know how they navigate our site, but Hotjar misses that part.