I wanted to share a recent experience that our team had with Figma in order to warn other teams of their inflexible billing practices and how little they care about customer loyalty. There have been several scenarios over the past few years that has led me to agree strongly with the other people who have have questioned their shady billing practices. I expect to be looking for a replacement for Figma for our team over the coming months.Here's a copy of my recent email to their support team, which received no response:---Dear Figma Team,I am writing to express my profound disappointment regarding the recent interactions I’ve had with your team about our annual subscription renewal. After noticing an overdue invoice on October 17th, I immediately reached out to discuss our options. Given that our organization recently went through a round of layoffs, we no longer require several licenses, making a full renewal both unnecessary and fiscally unwise.Despite my proactive outreach, I was informed during our scheduled call on October 28th that it was “literally impossible” to make any adjustments to our account at this stage. Frankly, this response is unacceptable. It is common practice for companies to handle account adjustments—particularly in situations like ours, where circumstances have changed significantly. To assert otherwise and to deny any flexibility is both dismissive and insulting to my intelligence and my experience managing design teams and vendor accounts.To add to the frustration, the account executive not only had the wrong company name but also did not have accurate renewal dates at hand, which suggests a lack of basic preparedness. When I brought these mistakes to her attention, she did not acknowledge them or offer any apology, instead brushing them off and moving forward with her response. This unprofessional handling of our account made it clear that there was little commitment to addressing our needs or treating our business with respect.As a result of Figma’s decision, our bill is effectively double what it should be, leaving us financially responsible for unused licenses that we simply don’t need. Figma’s choice to capitalize on its market dominance to maintain rigid billing practices amid a widespread industry downturn deeply undermines the trust many of us have placed in your tool for years. I have long championed Figma in the design community, bringing many teams and clients to your platform. However, if this approach reflects Figma’s current treatment of customers, I cannot continue recommending your services.Given the current circumstances, I plan to shift to a monthly billing model while I explore alternatives for the teams I manage. I will also be sharing my experience publicly to inform other design leaders about Figma’s increasingly inflexible business practices, which seem to reflect a concerning shift in the culture you’re modeling as a company. I believe it is only fair to caution others who, like me, prioritize tools that are responsive to their clients’ needs.I hope this feedback encourages Figma to reconsider how it values customer loyalty and service.
