Complaints

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

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• 

  Salesforce.com, Inc.

  The Landmark @ One Market Street Suite 300 San Francisco, CA 94105

• 

  Salesforce.com, Inc.

  New York, NY 10036-6757

• 

  Salesforce.com, Inc.

  PO Box 191265 San Francisco, CA 94119-1265

• 

  Salesforce.Com

  16813 N 61st Way Scottsdale, AZ 85254-1398

• 

  Salesforce.com, Inc.

  New York, NY 10036

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:01/22/2024

  Type:Billing 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'm requesting a review of an account. My neighbor may have set up an account with my first name. It was found in a search engine. Her name is REMOVEDand there may be piggybacking through the wifi.

  Business Response

  Date: 01/24/2024

  Hello REMOVED, 

  I am not finding an Account under your name. I did find an Account under REMOVED, but I would need more information to verify which Account could possibly be fraudulent. I will email you from our Salesforce billing email alias to inquire more into this request. 

   

  Thank You!

• Initial Complaint

  Date:01/18/2024

  Type:Billing 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.

  Hi we enrolled with Salesforce in August of 2023 and made all payments as required by our Agreements dated August 18, 2023. Internally, Salesforce were unable to reconcile our payments to our account and therefore stated that we were delinquent. We provided copies of bank and credit card statements multiple times showing that payments were sent and had cleared our account. Despite this, they sent our account to a collection agency. We furnished all payment information to the collection agency, who confirmed that that all payments were indeed received by Salesforce as we had advised. They are now demanding that we pay the full balance on the annual contract, which is unacceptable and is a breach of our Agreement. Our account was never delinquent and never should have been sent to a collection agency and it is not our responsibility to clean up their accounting problems. In addition to their demand to pay the full balance, we have been shut out of our account for months, despite having paid for their services. We have also spent monies on an outside Salesforce Developer. We want to be reimbursed for the amounts paid to Salesforce for the months that we have been unable to access our account, compensation for the time we have spent trying to resolve their accounting problems and access to our account and services reinstated immediately without having to pay off the full balance of the annual contract which is in our view, abusive and in breach of our Agreement. We have tried to resolve this for months, and simply cannot get this issue resolved so outside of taking legal action, this is our only recourse. Thank you for your assistance.

  Business Response

  Date: 01/24/2024

  Hello REMOVED, 

  I have just looked into your Account, and I see your Contract was Suspended 10/28/2023, and Locked 11/27/2023. The Lock Status was lifted 11/28/2023, and your Account was reinstated 11/30/2023.Your Account has been Active since 11/30/2023, and you should be able to login. I am sorry to hear your service was Inactive for a month. Please reach out to your Account Executive, REMOVED, REMOVEDto receive a new Contract. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21162510
  
  I am rejecting this response because:

   

  Thank you for your response. As indicated in the documentation we provided, our Account Executive, REMOVED, has advised that this is totally out of my control so suggesting that we contact him for resolution does not address the issue at all and is of no assistance whatsoever.I have communicated with REMOVEDon multiple occasions to get this resolved,including leaving him a voicemail on January 17th and a follow-up email on January 19th (copy attached) and he does not respond.  
  
  Additionally, we are being told that we owe the outstanding balance through the remainder of the contract to reactive our account. Since we were never delinquent on our payments, our account never should have been sent to collections, which is presumably why we are being asked to pay the balance.This is Salesforces error and we have no intention to pay an amount which we do not owe.
  
  As confirmed by the response from Salesforce, we were locked out of our account for a month and therefore had no access to our platform that we have paid for. This is Salesforces error and we paid for a service that we were unable to use because of their error. We want reimbursement for the period that we were inappropriately locked out of our account.
  
  Lastly, as per my email to Dylan REMOVEDon January 19th (copy attached), we received a notice saying that our Marketing Cloud Account Engagement has been permanently deleted, so we now have damages for Salesforce inappropriately deleting our account and the work we have put into it including fees paid to an outside developer to develop our platform. 
  
  This response from Salesforce is completely unacceptable and because we now have monetary damages in addition to having paid for a service we were unable to access, this needs to be resolved quickly.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/31/2024

  I do see you were sent 3 Debit Memos back to your card. On 12/6/2023 you should have received 2 debits of USD 533.25,and one debit for USD REMOVED.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21162510
  
  I am rejecting this response because the payments they say were returned have not been received. We have checked both our credit card statements and our bank statements. This is also the first I have heard of any credit being issued. We need to know which invoices the credits are being applied to and have funds sent to us.
  
  Additionally, this response does nothing to address any of the other items in our complaint which are:
  
  We cannot reactivate our account:  As advised in our last two communications on this matter, our Salesforce Account Executive, REMOVED, has advised that this is totally out of my control because it was sent to collections. And because it was sent to collections, the collection agency will not reactivate our account unless we pay the outstanding balance through the remainder of the contract. But since we were never delinquent on our payments, our account never should have been sent to collections, which is presumably why we are being asked to pay the balance. This is Salesforces error and we have no intention or obligation to pay an amount which we do not owe. Salesforce needs to correct this issue so that our account is reactivated.
  
  Marketing Cloud Account Engagement has been permanently deleted: we now have damages for Salesforce inappropriately deleting our account and the work we have put into it including fees paid to an outside developer to develop our platform.  In addition to being refunded for these costs, we are now going to incur these costs again once our account is reactivated. This entire mess was completely avoidable, but has now cost us both development costs and significant time and we want compensation for that. 
  
  Sincerely,
  
  Mark REMOVED

• Initial Complaint

  Date:01/16/2024

  Type:Billing 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 subscribed to salesforce.com more than a year ago and was informed that if I did cancel the contract I would still have to pay for the remainder of the year. That was no problem, I had the system but did not use it because it was too different from the system that I was used too, but I remained it active and paid for the year. That part was no issue because I was informed and I obliged. The problem was when I received a call from the company and they wanted to inform me that renewal was coming in 2 months and how was I liking the system. I informed the gentleman that I actually did not use it at all for the whole year and that I was not going to needing it and not renewing for the year.we spoke over the phone a couple minutes and all was settled. Until renewal hit and they charged my card, I found an email of the person that activated my account with salesforce and he stated that he did not see it as canceled and that he doesn't know who I spoke with and I told him that I wanted this account closed and to stop taking out payments from the card and now another payment was drafted and they will not canceled. I told him I have call record of me speaking with a man informing how is it possible that they don't have that notated on their system when they do outbound calls. I truly do believe that I spoke with the same person because he is the person in charge of my account as he stated in the email and don't see a reason why someone else would call to update me on the renewal but him. I sent him a picture of the calls and he said I needed to have the phone call recorded which is ridiculous because you are trusting companies to do their job and not have to record every phone call with a Company unless you don't trust them . I'm not asking for the year that I didn't use I'm only asking for the 2 months of payment they withdrew and also to close my account. It's been weeks trying to get this resolved and we keep going back and forth with no resolution and it is stressing.

  Business Response

  Date: 01/24/2024

  Dear REMOVED, 

  I have just emailed you from our Salesforce Billing email alias. I did reach out to your Account Executive to escalate your request. If I do not receive a reply, I will escalate your claim to your AE's manager. I apologize for any inconveniences. 

   

  Thank You!

• Initial Complaint

  Date:01/02/2024

  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 entered into an agreement with this business for services fee per user. Our contract was modified to reflect a change in the service fee based on total rather the a user fee. Both the Renewals Manager, REMOVED, and the REMOVEDhave been incredibly unhelpful.

  Business Response

  Date: 01/04/2024

  Dear BBB,

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

  
  Thank you, Salesforce Customer Success

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21087182
  
  I am rejecting this response because: The business has not reached out to me to resolve this issue. I do not know what they are referring to, but no contact from the company has been made. Therefore, I reject the notion that this has been resolved. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/11/2024

  Hello REMOVED, 

  I have personally reached out to your Account Executive as well as their manager to further assist you. I know you said they were not helpful before but this has been escalated, and I assure you will get resolved. You should hear from them shortly, as I have asked for their assistance with your claim. 

• Initial Complaint

  Date:12/22/2023

  Type:Order 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.

  My name is REMOVED. Salesforce can contact me directly at REMOVEDor REMOVEDOur salesforce contract is REMOVED. My boss as a business owner decided to come to me for suggestions on REMOVEDsoftware. I had used Salesforce prior to this question and had nothing but good experiences from it. So we pulled the trigger on 18 seats and paid for a full year in advance. Since then the blitz team who initially we dealt with disappeared after promising to help provide support. We purchased our licenses on 8/1 and to this day we have not been able to use it. I send email after email and get nothing but silence. When we finally got on a conference call with someone we were told "don't worry don't worry we will fix it." That was over 30 days ago now. We sent them the list of things we needed done so the REMOVEDcan be useable to us. Nothing has changed and it's back to radio silence. I logged in today to asked for a copy of the contract. And right after that launched a case for cancelation. I got told since my contract is not up I cannot cancel but only turn off renewal. We paid over $18,000 for a software we can't use. And what does support do for us? Nothing. When I call I get robots. When I email I get silence. When I put in a case I get a generic response. I just want this software contract to be cancelled since no one will help me fix what they promised to fix. Yes the software is able to be used in its current state. But when a company promises something prior to receiving our money and doesn't fulfill that should void everything. In the contract it states that material breach of contract is grounds for allowing a customer have their contract canceled and partial refund issued and that is what i want. Salesforce inactivity in my support of their product deeming it useless to us as a business is the definition of material breach of contract.

  Business Response

  Date: 01/04/2024

  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 Escalation

• Initial Complaint

  Date:12/07/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 tried to cancel our salesforce subscription 1 month before it renewed. The email to our salesperson was not responded to. We were billed over $14K. It is now in collection. There is no way to contact senior management to complain and resolve. When we were given the new sales person to deal with them refused to cancel us and tried to sell us licenses in spite of wanting to cancel. We want this resolved with a $0 payable.

• Initial Complaint

  Date:11/29/2023

  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.

  I bought a Macbook Pro 2021 16inch one year ago from someone brand new in its box and the laptop never gave me an issue or anything. Now I am getting a pop up message saying "remote management allows the administrator of Saleforce.com to manage this computer remotely." ETC. I tried calling the number on the screen but it gives me a message saying that my phone number is not associated with an account with Salesforce. I contacted apple and they said they can not help me and I must contact Salesforce as well. I couldn't get in contact with the person who sold me the laptop because he passed away from Covid, but I have had this laptop for a year now and never had an issue with it and now I am not able to use it or doing anything on it. I use this computer for school since I am in college, I paid for the laptop and now I am having this issue where I can't do anything on it and I need help being able to use it.

  Business Response

  Date: 12/04/2023

  Dear BBB,

  We have reviewed the customer issue and our representative has worked with the customer to accommodate their request. This issue has been reviewed.

  
  Thank you
  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20816373
  
  I am rejecting this response because:
  No one has reached out to me or said anything with me. They are lying about their response. They dont even have the serial number of my MacBook or any information pertaining to my complaint . 
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/28/2023

  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.

  Salesforce regularly breaks their cloud software during business hours. They are unprofessional and when queried about why things break they give REMOVEDanswers like "we made a mistake but we promise it wont happen again" instead of action items they are taking or preventative measure they are going to implement to prevent further issues. then 2 months later they are doing it again. They ought to be trust busted to oblivion.

  Business Response

  Date: 12/04/2023

  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:10/30/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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'm receiving inbound calls from the REMOVEDlocation about AI capabilities despite having requested to be placed on their own Do Not Call list.

  Business Response

  Date: 11/01/2023

  Dear BBB/REMOVED, 

  I have raised your concern internally and will ensure you do not continue to receive calls. I apologize for any inconveniences. 

  Thank You!

  Customer Answer

  Date: 11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/24/2023

  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.

  REMOVEDand Her Boss REMOVEDgave me an invoice I just provided via DocuSign. They gave me 10 free license. Then proceeded to charge my credit card on 10/12/2023. They gave me free license until 10/26. The invoice for the paid portion was told to me that it was a net 30. Furthermore I have told every single person at that company I do not have money to spend until December. I have said it on recorded calls even. I have no money until REMOVEDis what I told marketing. Once again that is recorded. We are never switching from Salesforce. With that said I need the market President from the REMOVEDregion to reach out. My company will no longer be contacted by Salesforce unless it is from I.T. regarding outages. No outbound activity by any employee there. We we will accept updates about Salesforce from their mailer but we will NEVER BE CALLED OR EMAILED BY ANY MEMERBER OF SALESFORCE WITHOUT A ticket created for tech support. The sales tactics are illegal. They fall under Undue Influence and Fraud. I want that invoice for 10 license dropped immediately. I will buy all license at full price moving forward in my SFDC account. I will not be contacted by Salesforce employees again without a ticket in.

  Business Response

  Date: 11/01/2023

  Dear BBB/REMOVED, 

  We are working internally to get this resolved. I am contacting the REMOVEDand manager mentioned to see how to get this escalated.