Complaints

This profile includes complaints for Odoo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Odoo

  8000 Marina Blvd Ste 300 Brisbane, CA 94005-1884

• 

  Odoo

  250 Executive Park Blvd Ste 3400 San Francisco, CA 94134-3349

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently engaged in a trial of Odoo solutions for my business. After the account was created I noticed I was not given the 15 day free trial that I was offered, but rather my card was charged right away. After testing the service for three of the promised 15 days, I informed the company that it was not a product I could use, and requested that my money be refunded. Their reply was "All sales are final" and no refund will be issued. There wasn't supposed to be a "sale" to begin with as I was told there was a 15 day free trial. I have made numerous attempts to fill out a support ticket with the company to argue this point. My support tickets are either closed with no reply, or just totally ignored.

  Business Response

  Date: 01/25/2023

  We are sorry that **************** is upset, but we were extremely clear in our initial contract that All Sales Are Final (see attached screenshot of the terms included in the one-year prepaid contract, signed and paid on August 23rd, 2022).
  
  It is true that we announced a change to our overall pricing model beginning in October 2022.  However, the pricing change does not retroactively apply to payments that customers have previously made.  We believe this is a very normal policy.  Sometimes prices can change, in any industry.  In some situations, prices may increase.  In other cases, prices may decrease.  Or- prices may suddenly be reduced temporarily as part of a promotion.  In any case- we believe it is standard business practice that we would not refund all customers that had previously paid more than the new price.  
  
  We stand by this policy, and we do not agree that we offered a bad or unreasonable customer service to *****************  As he paid up-front for a full year, we are happy to continue to work with him and offer our hosting and support services for the remainder of the term if he is interested.  As a show of good faith, we can also offer 2 free months of credit to his subscription, to serve as an extension of his date of next invoice.
  
  
  Best regards,
  
  *************************
  VP of Sales - Odoo ****

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18825016
  
  I am rejecting this response because:  It appears this company has complaints like this all the time. Not only do they have canned responses for this type of complaint, they also don't even take the time to edit their response.  The images that were shown were a standard image from their contract. Additionally the message was not even addressed to me.  They claim to want to show a token of good faith, but they want to show it to someone named ****************, not me.  

  
  

  I do not accept their answer, and want to know how the "All Sales are final" statement makes the federal law allowing people to cancel any sale within three days not applicable here. I have been trying to communicate with my sales rep starting within that three day period, but I'm stuck because the answer I get is "All Sales are Final". Violating this federal law. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased odoo software for my business late august 2022. i have not used this software. i received an email from odoo explaining they have lowered their rates. i spoke with my representative who sold me this product and explained i had not/have not used this software as my website is still being built. i asked if they could cancel my current policy and honor the new rates. the answer was a flat NO. i asked to speak with their general manager and still have not received a call. HORRIBLE CUSTOMER SERVICE!!!!!

  Business Response

  Date: 02/07/2023

  We are sorry that **************** is upset, but we were extremely clear in our initial contract that All Sales Are Final (see attached screenshot of the terms included in the one-year prepaid contract, signed and paid on August 23rd, 2022).