What problems is impact.com solving and how is that benefiting you?
We used Impact.com to manage our growing affiliate program for many years. This program involved custom trial funnels, creator campaigns, and eventually required Shopify integrations. What started off as positive, our experience devolved into one that was defined by repeated outages, broken tracking, and inconsistent support, culminating in our departure from the platform in November 2024.
From the beginning, tracking was unreliable, particularly during our shift to a unified sales page and Shopify. Multiple major creator campaigns suffered due to attribution failures, and when we escalated issues, support was scattered and ineffective. We were passed between 5–6 reps, each offering conflicting advice and forcing us to re-explain the issue every time.
Key events that made this relationship untenable included:
Broken trial for weeks at a time, decaying into an unusable platform.
An Impact technical support staff member unilaterally changed every link in one of our campaigns on Black Friday, costing us revenue and requiring us to make manual repairs due to everyone in the company being on vacation.
Promised reimbursements were never delivered, and they flat-out deny that they were ever promised.
Technical support rarely had answers, often relying on us to troubleshoot their system.
Issues affecting other clients were quietly acknowledged but never proactively resolved.
After over 6 months of this, Impact offered to cancel our contract early if we signed a non-disparagement agreement. In other words, they acknowledged the platform didn’t work but wanted us to stay quiet about it.
Needless to say, but we refused. We are sharing our story so others can make informed decisions.
Impact may be a fit for some, but if your business depends on accurate tracking, smooth integrations, and reliable support — you’ll be better off elsewhere. Review collected by and hosted on G2.com.
