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

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  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:12/22/2023

  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.

  We are extremely disappointed with Odoo's unprofessionalism and deceptive practices. Our experience has been a nightmare, prompting us to share this cautionary tale.Initially drawn in by the competitive pricing and ******'s responsiveness, our perception soured upon becoming paying customers. Odoo failed to deliver on promised services, and their customer service nosedived, displaying a complete disregard for our concerns.Our agreed-upon payment plan, half upfront and half after 30 days (totaling over $8,000), was disregarded by Odoo's accounting team, charging us the full amount upfront. Unjustly, blame was shifted onto us, with a strange comment about our "CEO possibly inputting the information wrong." Though an eventual apology was issued, trust remains severely damaged.Issues persisted on our first day using Odoo. Contrary to expectations, work during the free trial didn't transfer, forcing us to redo tasks. Support ticket responses were said to be delayed for month minimum.**** and ******, approached for solutions, provided none. ******'s attempt to upsell despite existing issues was highly unprofessional. Misled about functionality, we were told apps functioned like Dropbox when, in reality, documents had to be downloaded.Our inability to use the software was blamed on us rather than being resolved. A refund request after less than two weeks of service due to unresolved issues was denied.Odoo's refusal to issue a refund showcases a severe lack of accountability and customer care. In conclusion, ********************** is misleading and unprofessional. Prospective customers, bewarethink twice before engaging with them.

  Business Response

  Date: 01/03/2024

  Writing on behalf of Odoo **** in response to ***********************************, we thoroughly reviewed the specifics of the case, and we wanted to address this feedback as honestly and transparently as possible.  
  
   In terms of services:  the client Magzeal was specifically recommended to purchase an implementation success pack, which would assign a dedicated software consultant to the project, allowing for assistance in data import, configuration, customization, training, and overall management of the implementation project.  ************ is strongly recommended for the majority of our customers with at least 5 users.  Back in August when Magzeal was undergoing the evaluation of our platform, our sales representative initially quoted a 50-hour success pack based on his understanding of the project.  When ******* moved forward in November, the customer opted out of this recommended service and intended to implement on their own.  We believe this is where the majority of the frustration stems from; as it resulted in the client submitting support tickets to request assistance on things like data import, which would normally only be provided through our paid success pack service.  As we had deliberately recommended our paid success pack service initially, we absolutely do not believe we engaged in any "deceptive" practices as the client is suggesting.
  
  Regarding the payment issue- we specifically granted 50% immediate / 50% *** 30 payment terms for this subscription sale, yet the *** paid for the amount in full instead.  We now understand that this was a mistake, and we absolutely do not blame the customer for the mistake.  After some back-and-forth communication, we received the approval from our finance and accounts receivable team to issue a refund for 50% of the amount paid, with the understanding that it would be paid back to us at the end of the *** 30 payment terms, as per our original offer.  However- at this point, ******* decided to request a full refund and cancellation of our software subscription, mostly based around the issue I had previously mentioned (needing an implementation service, but not wishing to pay for an implementation service).  In this regard we disagree, because our contract very specifically states that all sales are final and we do not issue credits or refunds on Odoo subscription services.
  
  That being said- we are still extremely interested in working together and have offered a free month of subscription access to the software.  I would also be willing to offer 50% off on a success pack service because I truly believe that is what ******* needs in order to get up and running with a robust ERP solution.  If you are interested in taking advantage of this, please reach out to us directly and we will be happy to accomodate.

• Initial Complaint

  Date:11/02/2023

  Type:Customer Service 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.

  Asking for review of my experience as a new member using your services.I am asking a manager to review my call with *********************** today he yelled at me at the top of his lungs because I need 10 more mins to get in front of my computer he then told me he doubts I even own any businesses because I have a bad attitude. He also tried to kind of business I can start that I shouldnt even start a business I was thinking of. What kind of software company tries to control what business you start? Theres no way this kind of behavior wont ring serious issues to a company and have had a hard time speaking to anyone one the phone about it so I am filing a complaint. He is extremely unprofessional and I cant use your platform with this level of ghettoness from your agents. Is this business real? I have to look elsewhere because this cant be real business with agents like this. I emailed you asking to PLEASE LISTEN TO MY CALLS this company has the weirdest and worst customer service ever

  Business Response

  Date: 04/04/2025

  "On behalf of Odoo, we apologize for not officially responding to this complaint sooner through this portal.  The resolution of this case is that we investigated the claims by reviewing the call, took disciplinary action with the representative, and shortly afterwards we ended the employment of the individual for a variety of reasons; this particular case may have contributed to that decision.  We take professionalism very seriously and strive to provide a positive experience for anyone evaluating our product and services."

• 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,
  
  *******************