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Business Profile

Computer Software Developers

Salesforce.com, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

This profile includes complaints for Salesforce.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 87 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The 4 main reasons that we signed up with ********** were:1-automation of emails, activities, tasks etc 2-email visibility across team members 3-document generation using add on tools for customized documents 4-lead conversion and opportunity tracking across the various divisions he has So far, we ran into problems with #1 and had to have SF change the platform a few months ago. We have been ready to go live but #2 has been an impossibility. And #3, though it is resolved, took a lot of work arounds because the add on tools kept running into issues which I am convinced have something to do with the fact that a new org was not ********* is assumed that when you sign up for a ********** contract, the user will receive a functional and operational ********** environment. However, the organization provided to us was corrupted, rendering it unusable and preventing us from fulfilling our objectives. This is a clear breach of the agreed-upon terms. I have sufficient recordings of all the calls, screenshares, emails to document that the issues are on an org level not on user error. When they "flipped the switch" from the ProSuite, which was the INCORRECT offering to have been sold as it did not provide the four main areas that we were looking for, the org began showing random weird things such as negative user licenses, API error codes, Sync issues, Set up Issues. Each time we had to get support involved or find work arounds. There are known API issues with the ProSuite platform. There are known issues when flipping from a prosuite to an enterprise. **** should have just issued a new org to avoid permissions and licensing issues. We have retested all the issues on a trial org and NONE of them are replicated. Yet ********* will not issue a refund for the time spent trying to troubleshoot issues that are not issues with a trial org and refuses to issues a new org.

      Business Response

      Date: 03/12/2025

      Dear BBB,


      We have reviewed the customer issue and our representative has worked with the customer to modify their contract. This issue has been resolved.


      Thank you,

      Salesforce Customer Success

    • Initial Complaint

      Date:02/25/2025

      Type:Product Issues
      Status:
      Answered
      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.
      ********** misled me into signing a contract under false pretenses and is refusing to cancel itdespite me never using their platform. Before signing, I asked sales rep ****** **** multiple times if there were any additional implementation costs. Each time, he assured me there were none. On January 24, 2025, in our final call, I asked again: Are you sure implementation wont cost more? He said no.On January 28, I received an email from ********, **********s implementation partner, offering a 50% discount on implementation. This was the first mention of additional costs. I immediately emailed Hunter: 50% off what? I was told implementation was covered. He vaguely referenced $1,425 but still hid the full cost.On February 10, I received the real quote from SaaScend: $15,000, not $1,500 as I was led to believe. When I confronted them, they confirmed:****** had done similar integrations before and knew the real cost.Theyve had issues with him misquoting customers before.I immediately asked ****** to escalate the issue. He ignored multiple requests and refused to provide his managers contact info. I had to track it down myself through ********** Support.On February 12, his manager admitted to a miscommunication but refused to take action. From February *****, ********** stalled and then rejected my refund request, falsely claiming they were not at fault. Sales force is stil continuing to stall to this day.****** **** knowingly misrepresented implementation costs, and even after ********** admitted he was not transparent, they still refused to issue a refund. I never logged into **********, never onboarded, and never received any value from this service. Yet ********** continues to delay and falsely claim they arent responsible.

      Business Response

      Date: 03/12/2025

      Dear BBB,


      We have reviewed the customer issue and our representative has worked with the customer to modify their contract. Their Contract was Terminated, and their Credit Card charge was reversed. This issue has been resolved.

      Thank you,

      Salesforce Customer Success

    • Initial Complaint

      Date:02/03/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had notified of the adjustment in users before the November payment to reflect just myself staying on. After that i have sent numerous email to the representative. I have sent numerous texts to the representative ****** *******. I have filed many cases in sales force as well and they seem to disappear even though i follow up to escalate them. I can't get anyone on the phone either when i call the billing ***** No one has contacted me in 3 months going on 4. I couldn't find now how to even cancel the contract or even have the chance to get my money back. Very frustrating and i'd like my money back from the overcharges and discontinue service.

      Business Response

      Date: 02/06/2025

      Dear BBB,


      We have reviewed the customer issue and our representative has worked with the customer to modify their contract. This issue has been resolved.


      Thank you, Salesforce Customer Success

      Customer Answer

      Date: 02/06/2025

       
      Complaint: 22893436

      I am rejecting this response because: I have not recieved any communication. I'd like proof of working with me. I have my emails back and forth from the representative and text messages trying contact them. I have had no communication even since the notification of the BBB. They have not reached out. This is a flat out lie. This has been going on for 3 months. I'm open to sharing my phone records and have sent my emails. 

      Sincerely,

      **** ******

    • Initial Complaint

      Date:01/30/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      -Needing a periodic review on my senior neighbor for creation of an account with not following terms and conditions as setup as this: ***** (*****) ***** (if stolen identity from me) along with her full names with aliases: ***** Bejarano ***** (Age: 92) - ************** with zip code: *****, ***** *****, ***** ********, ***** ****** along with these two other names to hopefully justify: ********* ******** and ******* *******-******** (Geriatrics) in ** practice ************** showed making over $3,000 monthly -Showed up as a search result, evidenced through a search engine if ****** (missed a screenshot), a few years ago, but dropped as a search result -Can't have mediation, failed with legal teams, no client relationship ********** not walked in to discuss if that bank receiving money transfer A resolution for Salesforce.com, have the owner and get involved - compliance and legal team in *************, find the account and check for IP violation, etc.

      Business Response

      Date: 02/06/2025

      Dear BBB, 

      We are need of more information to look into this claim. The email address does not correspond to any Accounts in our system. May you please provide screenshots showing the charges made? We can then research internally to see if there have been charges, and cancel any fraudulent Accounts. 

      Thank You, 

      Salesforce Customer Success

    • Initial Complaint

      Date:12/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have been trying to contact **** **********, my account representative, for a week and a half with no response. I am wondering if I can be assigned to a new person. *** ****** **** ************ ******* currently has a free Sales Force account and we are considering closing our current one to apply for the Sales Force Nonprofit platform. Our current platform has too many errors that we have been unable to solve, even after seeking support. We have applied for the new platform on **************, but our application is still pending. Our current username is ************************** and the new application I have submitted is under **********************************

      Business Response

      Date: 12/31/2024

      Dear BBB,

      We have reviewed the customer issue and there representative is working to modify their contract. This issue has been resolved.

       

      Thank you, Salesforce Customer Success

    • Initial Complaint

      Date:12/18/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      After a few weeks of calls and looking at different platforms for our online business we decided to go with salesforce.com and their platform called Salesforce Commerce Cloud. This decision was based on what they told us on sales calls about their platform and after answering many questions about our ******** it turns out, we paid nearly $23k to their developers (that they introduced us to) to get this platform up and running. After 3 months they still weren't able to get this to work. Part of the issue is their platform is based on software from 2010 called Demandware which was made in eastern ******. The specialists (not known to us until after we signed up) on the platform are all located overseas. Not a big deal, working with anyone from any country.The issue is it didn't work and no one could get it to work. We had various integrations called Shipstation, Avalara (for sales tax calculation and ***orting) and others that didn't mesh with ********** (even after their website lists them as supported integrations). When reaching out to Shipstation and Avalara they both said that integration WAS NOT supported and hadn't been for over a year. To get it to work, we had to subscribe to something for $199 a month as a work around. We tried it. It still didn't work.Long story short ********** said whatever they needed to, to get us to sign up for service. We cancelled service when we realized it wasn't going to work (after wasting a lot of money to get this to work). Any reasonable company would have said ok, sorry it didn't work out and move on. They said we were locked into a 5 year contract and had to pay them regardless - even though through no fault of our own we couldn't get it to work and weren't using the service. Complete and utter garbage. Our sales *** was **** ******* ************************* we intend to file a grievance with the department of consumer protection and are now receiving collections calls they outsourced. Thanks ***********

      Business Response

      Date: 12/31/2024

      Dear BBB, 

      We have reviewed the customer's issue. I have reached out to their Account Executive and Renewals Manager to review their complaint. I have also inquired assistance from our Bad Debt Escalations team for further assistance. 

      Thank You, Salesforce Customer Success

      Customer Answer

      Date: 01/06/2025

       
      Complaint: 22703532
      Please provide confirmation that we are not liable for any additional charges or fees and refund us what was paid to date. 

    • Initial Complaint

      Date:12/11/2024

      Type:Product Issues
      Status:
      Answered
      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.
      To be clear, I do not wish to cancel my Salesforce subscription. I only wish to downgrade to 1 user from 3 users. I reached out to ****** ******* at Salesforce on October 9 via email to let her know I wasn't looking to upgrade my plan and would like a downgrade as we discussed. I was originally thinking about getting a no cost upgrade but I didn't need any of the features. I heard nothing from ****** and followed up on November 4 via email. She emailed me back shortly after saying "I am no longer aligned to your account. I've submitted a support case to get you routed to a new point of contact." I received no phone calls or emails from a new point of contact. She was only trying to make a sale which I understand but she did an awful job transitioning me to someone who could help. At the end of November, after receiving no communication from Salesforce, I called their support phone number but they were closed that day. I called again and they said they offer no billing support via phone call which is ridiculous and is the reason why there are so many complaints. I've never had a company this large not offer phone support for their customers. I then emailed their billing support on December 3 requesting my account be downgraded from 3 users to 1 user effective October 2024 since that is when I asked it to be done. They requested emails documenting this which I sent. I have not heard back and it's been past their normal timeframe, 2 business days, which they have already exceeded on my first inquiry with **********************. My last communication was December 10 at 9:15 am and I haven't heard back. This email was only a follow to my email I sent on December 6, which was the same day they reached out to me. I am trying to have my subscription downgraded from 3 users to 1 user. They will not let you do it yourself and make you go through this entire process just to do it, which is ridiculous. It's an extremely unethical business practice. Derrick

      Business Response

      Date: 12/31/2024

      Dear BBB, 

      I have passed along this customer's complaint. I logged the appropriate case with the appropriate team to assist further. Their request will be reviewed shortly. 

       

      Thank You!

    • Initial Complaint

      Date:11/13/2024

      Type:Billing Issues
      Status:
      Answered
      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 bought an individual Tableau one year license in January 2023 for $840. I ended up using the license for a couple months, then I got a new job in March and didn't have time to continue pursuing my side projects, so I shut down my Tableau instance during early 2023. Since I had already paid for 12 months I fully expected to pay out the full year- totally fine. What i wasn't expecting was that in January 2024, ********** attempted to auto-renew and bill my account for another one-year subscription. The credit card on file was no longer in use, so the payment was not processed... and then they sent me to collections. So apparently what has happened is, despite not using any ****************** services or resources since early 2023, they feel justified in holding me responsible for an entire second contract year from Jan 2024 through Jan 2025. Stranger yet - I tried to access my customer login a couple months ago and was completely unable to. It seems to me that my account is considered "suspended" so I cannot log in at all, and yet I am presently being charged for additional months of service until January 2025? It makes very little sense to me. I have not yet been able to resolve this with the collections agency or ********** billing. Frankly, I am worried about another bill for January 2025 through January 2026 soon, the way things are going. They have only so far collected $840 from me and I think that is the fair amount, but the second invoice they are asking me to pay doesn't seem right. I have not yet been able to get in contact with anyone at ********** or Tableau, via phone or email, to discuss - I am still trying, however.

      Business Response

      Date: 11/18/2024

      Dear BBB,


      According to our MSA, all Contracts are set to auto-renew and will renew unless specifically stated not to. The customer's Account is Locked, as their Contract was Terminated to Bad-Debt. The debt with Collections will need to be paid to avoid a credit impact. I can confirm their service has been cancelled. 

      Thank You, 

      Salesforce Customer Success

      Customer Answer

      Date: 11/20/2024

       
      Complaint: 22553185

      I am rejecting this response because:

      What is most concerning about this situation is that had ********** simply communicated the obligation outlined in their MSA (if legally binding) to me back in/around January 2024, when the auto-renewal occurred, I likely would have acknowledged the bill, made the payment, and made some use of the *************** over the next 12 months. Now that I understand **********'s point of view, my frustration primarily stems from the lack of communication that has essentially rendered me unable to make use of the service (Tableau software) that the money is intended to cover.  I ask that anyone reviewing this complaint consider the following timeline and assess whether this reflects the actions of a company genuinely seeking rightful payment for services given, or one using a predatory contract clause and intentionally obfuscating and delaying communications in order to exploit and take advantage of a customer:

      1. January 2024 I receive an automated email letting me know that "Our most recent attempt to process payment for <name> has been declined by the credit card processor" and "In the event of a second decline, we will suspend the account pending receipt of payment." There was absolutely no mention in this email of a legal obligation to pay, or that the invoice would be forwarded to 3rd party creditors if I did not pay. As previously mentioned I had, at this point, long ago 100% stopped using the service and had taken all my assets offline. I interpreted this message as how someone might interpret notification that a ******* subscription had failed to renew since I wasnt using the service and did not intend to renew, no action seemed necessary on my part.

      2. Following this one automated notification from **********, I received no further communication via email or phone for another four months. On May 10, 2024, a third-party collection agency contacted me via email. Their email did not include an official invoice attachment, an invoice number, or any reference to Tableau or the services I originally subscribed to. Given that I had not used any ********** services in over a year, I believed this was most likely a scam or phishing attempt.

      3. I receive no further contact from the collection agency or **********, until another 4 months later around mid-September when I receive a phone call attempting to follow up on the claim.  Once again they could provide me no satisfactory details around the supposed charge, other than that it had to do with "either ********** or Tableau" and they expected to me to pay over the phone with a credit card. The request was highly suspicious so I declined to pay at that time, but after hanging up I begin to due my due diligence to check to see if I could be missing something. I managed to dig up my old Tableau account details and log in.  There was NO RECORD of any unpaid invoices on my account. I return this feedback to the credit collection agency, expressing my confusion and asking them to please provide more details if it really is a genuine attempt to collect on something valid.

      4. I do not hear from anyone again until approximately 6 weeks later, on 10/28/2024, when the collection agency finally sends me a real pdf invoice with a contract number that references the original purchase, as well as a copy of the **** Shortly thereafter I reach out to ********** Billing directly to confirm the validity of the invoice, and they reply on 11/14/2024.  Note that this is the first time that ********** ever communicated with me in regard to the issue, apart from one vague and automated email with no specific call to action, 10 months later and prompted by myself.

      As it stands, ********** is requesting payment for the full second 12-month period, yet at best, if they were to reinstate my account, I would have access to the *************** for only approximately ~6 weeks before the contract expires on January 12, 2025. This lack of communication from both ********** and their collection agency has resulted in a situation that is significantly more disadvantageous for me than it would have been had I simply been contacted by their billing department back in January.  If this is how ********** treats a customer who has used their products for personal and enterprise needs for nearly a decade, attended their conferences, paid to become certified, purchased merchandise, and more, I cannot accept their response, nor can I in good faith recommend their services moving forward.

      Sincerely,

      DG

      Business Response

      Date: 11/27/2024

      Dear BBB,

      According to our MSA, all Contracts are set to auto-renew and will renew unless specifically stated not to. The customer's Account is Locked, as their Contract was Terminated to Bad-Debt. The debt with Collections will need to be paid to avoid a credit impact. I can confirm their service has been cancelled. 


      Thank You, 
      Salesforce Customer Success

      Customer Answer

      Date: 11/29/2024

       
      Complaint: 22553185

      I am rejecting this response because:


      Sending customers to collections without so much as a courtesy notification/explanation (even if automated) is a dishonorable way to do business. 

      Regardless, ************* would like to allow me to pay this $840 bill while still being able to make use of the service that the payment is intended for (12 months of Tableau), I would agree to that as a good-will compromise and I would pay the bill immediately.  Alternatively, I would also consider a proposal for me to pay some lower amount than $840, and we cut ties immediately -  no need for ********** to deliver on any months of continued service. But if we go that route it should be a substantially lower amount than $840, which seems fair since I would essentially be paying a donation to ********** for zero services delivered.

      On the other hand, if ********** plans to hold me accountable for the full $840 amount without delivering on the 12 full months of service, I will refuse to pay the bill out of principle.

      I will leave it up to ********** to respond once more and determine how this will be handled.

       

      Thanks,

      DG

    • Initial Complaint

      Date:11/03/2024

      Type:Billing Issues
      Status:
      Answered
      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 have never been able to log into my account and thus have not been able to cancel it. I have requested to close this account since the beginning but I have never gotten a response from ********************** ******************* or ********************** Finally last month someone in sales helped me get my account rep **** and connected me to you. Please cancel my account and refund the charges.Thank you, ***** ******,email@**************************** Acct: ********

      Business Response

      Date: 11/06/2024

      Dear BBB, 

      This customer was billed separately through ****** themselves. This is not billed through **********. For assistance the customer should reach out to, "************************".

      Thank You,

      Salesforce Customer Success

    • Initial Complaint

      Date:10/17/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      My startup business is on the verge of insolvency (no legal proceedings, just don't have money), and Salesforce is refusing to either reduce my licensing obligations or cancel my subscription entirely prior to my contract expiration (February). I will _have_ to issue a stop payment through my bank to avoid my remaining three payments if they don't cancel my subscription. Here's the correspondence with my account rep: "Hey Mark, Sorry to hear this news and I'm sympathetic to the situation you're in. Unfortunately, mid-contract cancellation and or prorated refund is not an option at Salesforce. On Wed, Oct 16, 2024 at 1:03 PM Mark H**** wrote: Hi ****, ***** can no longer afford Salesforce. We are effectively still pre-revenue, Salesforce represents almost half of our monthly expenditures, and the payment that went through yesterday dropped our account to a negative balance. I don't expect Salesforce to grant the request, but if a prorated refund is available and we can cut services this coming Friday, Oct. 18, it would be much appreciated and go a long way toward maintaining a favorable opinion of your company. Mark H**** ************ ************ -- ********* ****** ********** & **** ******** **** | Salesforce M: ***** ********"

      Business Response

      Date: 11/06/2024

      Dear BBB,


      We have reviewed the customer issue and our representative has worked with the customer to modify their contract. This issue has been resolved.


      Thank you, Salesforce Customer Success

      Customer Answer

      Date: 11/06/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      Mark H****

    Salesforce.com, Inc. is NOT a BBB Accredited Business.

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