FrontReviews of front.com

Front changed its Outlook integration so that it is no longer a true two-way sync. Emails are pulled into Front, but actions taken in Front such as reading, archiving, deleting, or tagging do not sync back to Outlook. This leaves shared and personal Outlook mailboxes full of unread emails that have already been dealt with, creating confusion, duplicated work, and inbox overload. For any team where some users work in Front and others work directly in Outlook, this completely breaks the purpose of a shared inbox. Once our account was migrated to this behaviour, it was obvious within days that the product was no longer usable for our setup. Front confirmed the change was permanent and refused early termination, relying entirely on contract terms rather than acknowledging the real-world impact of the change. How Front could improve: • Be explicit that Outlook sync is one-way only • Don’t market this as a sync when actions don’t flow back • Offer flexibility when core functionality is removed mid-contract We’ve since moved to Missive, which handles this properly and costs significantly less.

Currently purchasers of this software (Admins) are able to add Seats for additional users anytime, but unable to reduce the number of Seats in Front during an annual term. Please allow Admins to reduce the number of Seats in Front during an annual term. This request has also been made via email to Customer Support and via an Enhancement Request ticket. Thank You!

After using Front for six years and paying €12,000 per year, it has become clear that the company is only proactive when it comes to payments or pushing upgrades. The pricing model is no longer competitive, and the level of customer support falls short of expectations. There are now plenty of alternative solutions on the market that offer a better pricing structure, features, and far superior support. If Front continues on this trajectory, I don’t see a promising future for the company.

worst customer support ever

Predatory pricing that lures in small businesses and absolutely bends them over as they grow. Do not make the mistake of committing to this company.

Our company spends $40,000 per year for front - and front does NOT offer ANY phone support. Their "search" functionality only halfway works (emails only, not "Discussion") and you have to @ tag everyone for them to get notifications. Poorly planned application that costs WAY too much money. I'll do my best to make sure no one uses this app in the future.

Customer service is almost non-existent. Cannot get anyone on the phone or to screenshare for initial setup of email channels and inboxes. Every few days someone will send a link to cryptic instructions on their website.

Front's core product is genuinely excellent and has transformed how our team collaborates. The platform has allowed us to work in a much more cohesive and unified manner, which was exactly what we needed. When it comes to actual functionality and team productivity, Front delivers exceptionally well. However, I'm increasingly concerned about the company's business decisions and priorities. There seems to be a pattern of making changes that prioritise profit over user experience, often implementing "change for the sake of change" rather than addressing real user needs. The recent UI redesign is a perfect example. While I'm not as opposed to the new design as some users have been, it felt unnecessary when there are so many more pressing improvements that could have been made. Resources spent on cosmetic changes could have been better invested in features that actually enhance functionality. More troubling is the latest round of price increases. Front has once again raised their prices while simultaneously removing features - specifically, they've eliminated the "unified inbox" functionality if you use more than one communication channel. This means you can no longer have combined phone/email/SMS support without paying significantly more. This feels particularly frustrating given that unified communications was one of Front's key selling points. The product itself remains strong, and our team continues to benefit from its core functionality. However, I'm genuinely worried about Front's future direction. The combination of frequent price increases and feature restrictions suggests a focus on short-term profit maximization rather than long-term customer value. If you're considering Front, the product works well, but be prepared for ongoing price increases and potential feature limitations as the company continues to adjust its pricing strategy.