Warning for Anyone Evaluating ClickUp

This post is to anyone currently evaluating ClickUp... be sure to do ALL of your homework about this platform. You'll notice a lot of posts about ClickUp adjusting pricing on long-term contracts, and "changing the rules" for current users.

When I signed up for ClickUp, we negotiated a specific rate that made it possible for us to move from Asana to ClickUp. The product was largely unproven and missing some core features that we said were absolutely necessary. During the sales process, we were told all those features were either available, or "coming." We've been with them multiple years, and still have yet to see those features. I understand software is a business and we can't bank on things that are "coming."

Upon this year's renewal, I received an email from our "account manager" (who I never heard from other than this, by the way), just letting me know that our price would essentially double. So, one month before doubling the price, we got an email from someone we've never heard from, saying "By the way.."

This was curious news, because even when I looked in the billing platform, the scheduled invoicing was still at our previous rate. All pricing, add-ins etc. showed as our previous rate (with some annual price increases obviously). So, everything in the platform showed our negotiated rate, but someone somewhere decided that pricing would simply double.

Overall, the product is average.

Customization is good.

Their product support is poor to very poor.

Transparency is poor.

Pricing is average.

We'll be re-evaluating the relationship with ClickUp ASAP and will be looking at some options to recoop some of the annual fee that we were charged. I'm sharing this story to provide further validity of some of the issues that have been posted here. I want to make sure everyone has access to information about how this organization operates and approaches their customer relationships. If you want a ton of customization functionality, it's probably a solid product. If you're looking for customer support, go elsewhere. If price is important to you, ClickUp is on par now with (IMHO) much better options.

EDIT:

Some unsolicited advice for those transitioning or setting up new PM software:

Slow down before you speed up:
Take enough time to research and test. As a small business, sometimes it feels nearly impossible to find more hours in the day to slow down for decisions like this—but "slowing down" is exactly what helps you move faster in the long run. Taking the time upfront to test things properly could’ve made the transition smoother and saved us from headaches down the road.

Test, and let multiple users test:
Running PM software in parallel before making the switch would’ve taken extra time and effort, but it could’ve saved us from missing key functionality we needed.

Identify if having a consultant customize things for you is worth it
One of the nice things about ClickUp is that there are a TON of consultants that can help you customize and set everything up the way that works best for you. We didn't do this, and that steepened the learning curve. Again, this cost would probably save us a ton of money down the road.

Be an advocate for service

We aren't, and won't ever be ClickUp's largest customers. But, we pay them money as well. It's hard to not feel like you have a voice, but that shouldn't stop you from advocating for a functioning product.

For those wondering which other platforms exist (this is by no means comprehensive)

Asana
Basecamp
Hive
Jira
Monday.com
Notion
ProofHub
Smartsheet
Targetprocess
Teamwork
Trello

Workamajig
Wrike
Zoho Projects

This Wikipedia article has a good list too:
https://en.wikipedia.org/wiki/Comparison_of_project_management_software