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Business Profile

Computer Software Developers

Helpshift

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Find a Location

Helpshift has 2 locations, listed below.

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    • Helpshift

      180 Montgomery St. Ste 1850 San Francisco, CA 94104

    • Helpshift

      100 Bush St San Francisco, CA 94104-3902

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/03/2025

      Type:Customer Service 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.
      This company is very vague as a customer support company. Pretty much impossible to contact and take way to long to resolve any issues. They are 3rd party so they literally can't help you with anything until they contact the main company which makes them steal your time for no reason.

      Business Response

      Date: 01/07/2025

      This is not something Helpshift is involved in, as this might be related to customer who using ******************** product for there support.

    • Initial Complaint

      Date:12/20/2023

      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.
      This is regarding the horrid support I have received while using Marvel Snap. For around 12 months I have addressed issues regarding bullying on the system as well as unfair advantages those that consistently pay receive. The unfair advantages are two ways, first when players consistently buy their card of the month, if the card of the month is really powerful, they refuse to adjust that card. If there is an extremely powerful card that a person has a chance of collecting, they will butcher that card to death. The players who also continually buy the cards can continually bully other players without any consequences. This is the "unfair advantages" I am describing.The few emails I get that are not generic tend to be bullying as well as emotional messages from HelpShift support staff with no attempts at resolving the issues. I replied to them asking them to take this seriously and to take the time to resolve this issue by fixing the issues of bullying and making adjustments to the ****** powerful cards as they do to the free powerful cards, or they could refund me or offer me something to make it worth the money I spent to support. On all accounts, they have refused to attempt any of it. I submitted more incidents hoping they would go to the incident they originally stated to go to reply with a thoughtful email that tells me they understand the issues I am stating and not assuming.Because of the shallow responses the HelpShift employees are responding I am asking for a refund.

      Business Response

      Date: 12/20/2023

      I would like to clarify that our team at Helpshift provides the underlying support tool utilised by Marvel Snap for ticket creation and management. While we are not directly responsible for the game's mechanics or specific in-game issues, we take your feedback seriously.
      To ensure your concerns are appropriately addressed, I recommend reaching out to the Marvel Snap support team directly. They have the expertise and authority to investigate and resolve issues related to gameplay, card adjustments, and player behavior.

      Customer Answer

      Date: 12/21/2023

       
      Complaint: 21035311

      I am rejecting this response because:

      You may not have control over snap you do have control over support who timelessly shows they dont care, they dont comprehend, theyve bullied, and they fail to respond with actually understanding the issues had. 
      If support took the time to actually read, understand, ask clarifying questions on part theyre confused about, things would look different. Instead they respond with generic pre-written responses that have PR words hoping the user would roll with that. 
      I expect some sort of resolution outside of these ***** statements.


      Sincerely,

      *****************************

    • Initial Complaint

      Date:01/23/2023

      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.
      A certain digital product was not showing up in my shop. Helpshift told me to buy a different product (valued that the same price) and then they would manually swap it. I promptly did so. Now it has been over 96 hours with 0 response from helpshift. This is clearly them trying to get me to purchase something I ABSOLUTELY don't want and should be considered theft by deception.

      Business Response

      Date: 02/10/2023

      Hi Team,

       

      Thanks for writing us. This complaint is looks like for Playdemic (***************************************) and not for Helpshift. 

       

      Helpshift is the in-app tool provider who have integrated software in Playdemic website for their customer service. I think you might need to check with Playdemic for this complaint. 

       

      If you need any more details, Please contact *************************************** (Global Support Manager) 

       

      Regards,

      Helpshift Team. 

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