Trustpilot
- Rating
- 4.2 / 5
- Reviews or complaints
- 16,912 reviews
- What it really measures
- Users who chose to write: 72% five-star, 16% one-star [1]
Freelance work marketplace · Reviews guide
Upwork Reviews
Upwork rates 4.2 out of 5 on Trustpilot from 16,912 reviews, but the stars say little about what happens when a contract goes wrong. The costly complaints cluster around fees, closed accounts and held payouts. Read reviews from people with a job like yours before you bid or hire. [1] [2]
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Upwork's ratings by site
Better Business Bureau
- Rating
- A+ grade
- Reviews or complaints
- 487 complaints in three years
- What it really measures
- How complaints are handled; Upwork is not BBB accredited [2]
G2 (in a Dec 2025 article)
- Rating
- 4.5 / 5
- Reviews or complaints
- No count given
- What it really measures
- Ratings of the platform, quoted in a third-party article [3]
Glassdoor
- Rating
- 3.7 / 5
- Reviews or complaints
- 650 reviews on one page (Oct 2026)
- What it really measures
- Upwork's employees, not its clients or freelancers [7]
SmartCustomer (Sitejabber mirror)
- Rating
- No average captured
- Reviews or complaints
- 2,105 to 2,130 reviews
- What it really measures
- Self-selected reviews; nine describe closed accounts [4]
| Site | Rating | Reviews or complaints | What it really measures |
|---|---|---|---|
| Trustpilot | 4.2 / 5 | 16,912 reviews | Users who chose to write: 72% five-star, 16% one-star[1] |
| Better Business Bureau | A+ grade | 487 complaints in three years | How complaints are handled; Upwork is not BBB accredited[2] |
| G2 (in a Dec 2025 article) | 4.5 / 5 | No count given | Ratings of the platform, quoted in a third-party article[3] |
| Glassdoor | 3.7 / 5 | 650 reviews on one page (Oct 2026) | Upwork's employees, not its clients or freelancers[7] |
| SmartCustomer (Sitejabber mirror) | No average captured | 2,105 to 2,130 reviews | Self-selected reviews; nine describe closed accounts[4] |
The 4.2 rating is decent, but the costly problems do not show in it
Trustpilot gives Upwork 4.2 out of 5. In the last 12 months alone, 6,804 people left reviews, so the score reflects a large and recent body of opinion. Those are people who chose to write, and Upwork replies to about 4% of its negative reviews, according to its profile. [1]
The stars measure how the site feels to use. They say little about what happens when a contract goes wrong, and that is where money is lost. The costly problems below show up in complaints and reviews, not in the average. [1] [2]
Why the scores are so far apart
Each site attracts a different kind of person. Trustpilot draws satisfied and unhappy users alike. The BBB grade reflects how complaints are handled, and Upwork's 487 BBB complaints over three years fall into account suspensions, withheld funds and billing. Glassdoor rates the company as an employer, so it says nothing about a freelancer's payout. [2] [1]
What freelancers and clients like
Trustpilot's featured reviews praise how easy the site is to use, reliable payouts and a steady flow of regular and overseas clients. G2 reviewers praise escrow payments and verified profiles, but they also say recruiters pay limited attention. These themes come from a small set of featured reviews, so read them as the best case, not the typical one. [1] [3]
What unhappy reviewers say
| Problem | Who it hits | How often (sample and dates) | How bad it gets |
|---|---|---|---|
| Fees and Connects | Freelancers | 7 of 12 featured Trustpilot reviews (28 Sep to 3 Nov 2026) | Fees can reach 15% in common categories, and Connects are spent win or lose |
| Accounts closed after identity checks | Freelancers | 9 closed-account reviews among about 2,100 on SmartCustomer (2024 to 2026) | Appeals described as final; Upwork's side is missing from most threads |
| Withheld funds and billing | Both | A main category among 487 BBB complaints in three years; no split by type | Money held while a dispute runs |
| Fake jobs and off-platform payment | Freelancers and clients | Seven sources list it; most of them sell fraud tools | Requests to pay by crypto or wire, or to talk on WhatsApp or Telegram |
| Funds released before a dispute ends | Clients | One client's review (June 2025) | Mediation said to be closed after the 30-day release |
| Work paid for but not delivered | Clients | One case: $2,000 paid, site unfinished after three months | A near-five-star rating did not predict delivery [1] [4] [2] [5] [6] |
Don't take a freelancer's five stars at face value
A near-perfect rating can hide a bad outcome. One client paid $2,000 to a developer rated near five stars, and the site was still unfinished three months later. Read the reviews for the jobs that stalled, not only the ones that finished. [5]
How to read Upwork reviews before you hire or bid
Read reviews of jobs like yours, and start with the most recent. Look for mentions of fees, identity checks and payment release dates, because those are the complaints that repeat. A public reply from Upwork does not show that the problem was fixed. [1] [4]
Bibliography
Sources
- Trustpilot, Upwork reviews (checked 4 Nov 2026) (platform-hosted)
- Better Business Bureau, Upwork profile (checked 2 Nov 2026) (independent)
- G2 Learn, "Is Upwork legit?" (Dec 2025) (independent)
- SmartCustomer, Upwork reviews (2024 to 2026) (independent)
- Lemon.io, "Honest Upwork Reviews" (30 Oct 2026; published by a rival hiring marketplace) (independent)
- Self Employed, freelancers rethink Upwork and Fiverr fees (28 Jul 2026) (independent)
- Glassdoor, Upwork employee reviews (Oct 2026) (platform-hosted)