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

• 

  Salesforce.com, Inc.

  PO Box 191265 San Francisco, CA 94119-1265

• 

  Salesforce.Com

  16813 N 61st Way Scottsdale, AZ 85254-1398

• 

  Salesforce.Com

  16813 N 61st Way Scottsdale, AZ 85254-1398

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:06/26/2023

  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.

  My name is *********************, a loyal customer to Salesforce. In January of this year, I signed an agreement to add a temporary user to my Salesforce account. This agreement lasted until June 1st and then renews for another year - this is how their contact timeline works. This additional user agreement can be terminated with 60 days notice prior to June 1st which is what I did. I was signed up on this agreement by ***************************** - I believe he is in the sales department. This June, I was charged the full amount of the renewal which will cost me hundreds of dollars. When I initially signed up, **** informed me that I would not be renewed in June because I gave him advance notice upon signing up that I would not need to renew. This was my condition and is well in advance of the ************************* that he put a note on my account that I would not be renewed. However, I was charged the full amount in June. I reached out to **** to tell him that I was charged the full amount. In an email exchange, he acknowledged that he recalls this conversation specifically. The issue is months ago that they got me to approve the renewal by hiding it in my basic access Salesforce contract renewal. Both **** and his regional ****************************************** state that it is my own fault for not checking and have declined to credit me. I have asked for them to refund me the renewal because 1.) **** told me he would not renew me (the calls are recorded for reference) and 2.) I do not need it. 3.) he acknowledges and confirms this conversation. They refuse to do right by me and credit my account. They have pushed back in an email exchange that goes beyond 17 emails. There is little to no hope that I will overcome being taken advantage of. I asked them the process for declaring that I do not want to be renewed properly to which they also ignored me. I believed a phone call and this being a strict condition of going into a contract with them would suffice - unfortunately it does not.

  Business Response

  Date: 07/11/2023

  Dear BBB, We are processing this case internally and will provide a response shortly.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20238615
  
  I am rejecting this response because: it does not justly satisfy or refund me for being charged for services that I was told I would not be renewed for. I was told this on the phone and the call should be reviewed because it was recorded. I called and asked not to be renewed for the service when I signed up, it was acknowledged that I would not be, but it remained layered and hidden in my renewal contract. Salesforce kept the services and renewed me for them. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/18/2023

  Dear BBB,

  We are processing this case internally. We are working to retroactively remove their 2nd license and refund them for that charge.

  Thank You!

• Initial Complaint

  Date:06/23/2023

  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.

  I contracted salesforce and through them an implementation company to setup my website to integrate with salesforce and their software. After paying a downpayment to the implementers and signing a contract to Salesforce to use their software the implementations were never completed rendering the salesforce software useless. it has been almost a year now and salesforce is continuing to charge me for services that cannot be utilized because their implementers did not complete the work that should've taken a month. My small business has spent thousands of dollars and received nothing in return.

  Business Response

  Date: 07/11/2023

  Dear BBB,
  
  We have reviewed the customer issue and our representative has approved the cancellation for the customer contract and the invoice has been credited. Their Contract was sent to a 3rd *********************** for nonpayment. 
  
  Please consider this issue resolved.
  Thank you, Salesforce Customer Success

• Initial Complaint

  Date:06/10/2023

  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 am the admin and President of ********************* ******************** Sales Force. I am trying to reset my password and when i get the email with link i copy and paste the link into ****** or ********* edge and it says the link expired. I cannot contact support i do not know my password and it will not let me reset my password it says link expired. I would like to file a complaint the website does not work.

  Business Response

  Date: 06/21/2023

  Dear BBB,
  We have reviewed the customer issue and our representative has worked with the customer to accommodate their request. This issue has been resolved.
  Thank you, Salesforce Customer Success

• Initial Complaint

  Date:05/26/2023

  Type:Product 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've attached a document with dates, copies of email exchanges, and screenshots of the below listed information. There was not enough room to include it all in this text box. I'm requesting a refund of $60 that I paid for an exam because an error in the system allowed me to schedule an exam past the date when I was allowed to take the exam with the voucher. In short:- Toward the end of April 2023, I went looking online for a voucher to take the Salesforce Admin exam and I found one posted online for $140 off, making the exam $60.- The voucher code posted had an expiration date of April 30, 2023. I knew I could not take the exam by that date so I searched for an answer as to whether this date was the date by which I needed to schedule the exam or the date by which I needed to take the exam.- I found a post answering this question that it meant the voucher code had to be used by April 30, 2023, but the exam could be taken at a later date - I used the voucher to schedule the exam. I chose an exam date of July 22nd, and Salesforce took my $60 - I was given an extra project for my work and realized I could not take the exam by July 22nd so I went in to reschedule it to the end of the year. I then received an error message stating I had to take the exam by April 30, 2023 because I used a voucher. Had I received this message when I first scheduled my exam, I would NOT have scheduled the exam using this voucher and would NOT have paid the $60 for the exam. There is no way I could have possibly taken the exam by April 30, 2023 - If the exam voucher had to be used by a certain date (in this case April 30, 2023) then the system should not have let me schedule the exam for July 22, 2023 and Salesforce should not have taken my money - I'm requesting a refund of my $60.

  Business Response

  Date: 06/01/2023

  Dear BBB,
  We have reviewed the customer issue and our representative has worked with the customer to accommodate their request. This issue has been resolved.
  Thank you, Salesforce Customer Success

  Customer Answer

  Date: 06/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: *********** has not worked with me. That is just a lie. Just because they decided they were done with me, does not mean they are done with me. As you can see from the email exchange I sent with the complaint, they have decided they do not need to deal with me at all because they are a large company. Again, they took my money. Their system allowed me to register for the exam at a date past the voucher expiration date. I already sent you an email outlining how their system failed, with screenshots, and their email responses to me indicating that I did not take the exam by the voucher expiration date. I don't see the need to go into it all again as I've outlined it already. My money was taken - I'm not responsible for the issue with their system that allowed me to FIRST register for an exam past the voucher expiration date and THEN took my money. 

  This issue will be resolved when they refund my $60.00.

  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/09/2023

  Dear BBB, We are processing this case internally and will provide a response shortly.

  Customer Answer

  Date: 06/26/2023

  Hello,
  
  I went to the BBB site where my complaint information (see below) is outlined to try to close this complaint, but could not find a way to do that. I clicked on everything that was clickable, but did not see any way to close this. It might be closed already, but I did not see that anywhere either.
  
  Please close this complaint.
  

  
  

• Initial Complaint

  Date:05/25/2023

  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.

  I originally met the my sales rep on March 30th. I explained to the rep that I have been using sales force for almost 5 years with my current company, but am seeking a version for myself that would allow me do sync my outlook/ zoom, import and export contacts, and hold many contacts. She told me because it was the end of the quarter she would give me a discount on the system for a yearly payment upfront. I explained to her that I believed I needed a 25 a month system for now, but she told me I needed the 75 a month plan. She sold it for 48 a month to me. She also told me that it would renew at that price. I signed the contract on the 31st and paid with a credit card for 12 months. I reviewed the contract and quickly realized that there would be a 5% increase a year. So I emailed her about it and she backtracked by saying most cases it would renew at the same price. I started using the system and quickly realized that this system is completely different than the system Im used to which the rep stated would be the same. I started using the system on ****. I emailed the representative for instruction on how to sync outlook and zoom. She sent me a third party website to use that did not work. This is when I realized there is no support number to call, and requested to cancel the service. I received an automated email stating that the contract could not be cancelled or downgraded until the end of the term. I did some research and found out that the sync that my company had been using is called lightening sync which Salesforce retired. I also found out via their website I should have received a 30 day trial which I did not. Also, found out that the 25 a month plan would have been much better for my needs via the website. I asked to speak to a manger with the rep multiple times. On may 4th I met with her and her manager. They were supposed to follow up on our agreed solution but have not. The last correspondence was may 8th.

  Business Response

  Date: 06/09/2023

  Dear BBB,
  We have reviewed the customer issue and our representative has worked with the customer to accommodate their request. This issue has been resolved.
  Thank you, Salesforce Customer Success

  Customer Answer

  Date: 06/16/2023

   
  I did not come to a resolution with the representative. I asked to close the account, and they are closing it effective after the contract as my only option. I would like to close the account immediately and receive a refund.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/21/2023

  Dear BBB,

  We have reviewed the customer's issue, but the result does not comply with our company policy. The customer was informed of the policy when the order was placed. Unfortunately cancellation is only eligible after their current Contract expires. 

  
  Thank you, Salesforce Customer Success

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20103049
  
  I am rejecting this response because: Upon agreement with your sales representative, I understood that the functionality of the product/service would meet specific needs which I clearly communicated. Unfortunately, I have found that the product/service does not align with what was verbally agreed upon. The terms of the agreement, I believe, were not adequately explained to me during our initial discussion, leading to a significant misunderstanding of what I was acquiring. In addition, I requested to cancel within 14 days upon receiving the product. Your website advertises a 30 day trial period, which I apparently did not receive.  I have tried to work this out with representative, but there is a lack of follow up. I do not want to do any business with your company, and request a refund.

  Sincerely,
  Mo Amer

• Initial Complaint

  Date:05/16/2023

  Type:Product 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.

  I contacted Salesforce to learn about their product which is a CRM (customer relationship management) software on April 27th and provided my bankcard information for a free trial of the software. An account was set up for a free trial. After gaining access to the platform and reviewing it, I decided it was not a good fit. I contacted SalesForce the same day via phone to cancel the subscription. Was advised needed to send an email to request cancellation. An email was also sent on April 27th requesting cancellation. On May 1st, Salesforce replied to cancellation email requesting more information which was provided. On May 8th, my bankcard was charged $1800. On May 9th, a follow up email was sent regarding cancellation status and advising the bankcard charge was not authorized. On May 15th, I received an email advising that the subscription could be cancelled in 1 year and that a refund was not being issued. In my opinion, this is fraudulent advertising to lure customers into providing banking / credit card info for a free trial and then charging $1800 and refusing to cancel the free trial. On the free trial page it states, "starting at $25 per user per month."

• Initial Complaint

  Date:05/08/2023

  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.

  For the last few weeks, we have been trying to get our license/subscription costs reduced, which we are entitled to do as per our contract. After weeks of emails, calls, and "logging of cases", we have yet to receive any resolution to this matter. The urgency is that we are nearing our next billing cycle and my fear is that we will be (essentially) forced to pay for services we do not need and are entitled to reduce. My sense is that they are ignoring our request, and/or we are getting the run-around from our Account Executive. I want to be clear on one thing: we love Salesforce. We have referred nearly a dozen companies to them, and have operated multiple companies of our own using their service. The ONLY reason I'm filing this complaint is because we have absolutely no sense that our needs are being addressed, and we are getting absolutely nowhere with our Account Executive and current efforts as directed by them. We're beyond frustrated and feel completely helpless to get resolution to the matter.

  Business Response

  Date: 05/24/2023

  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:05/04/2023

  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.

  Hi,I'm writing to report the following case with the company namely ********************** receives continuous emails from Salesforce even after we've terminated our service with them. We have tried to email Salesforce support team and after back and force communication, Salesforce keeps sending ** invoice emails and the issue remains the same.Can you help on this?Best regards,MBEGUSOLAR TEAM

  Business Response

  Date: 05/24/2023

  Dear BBB,
  We have reviewed the customer's issue internally and addressed implementation issues. 

  Thank you, Salesforce Customer Service

• Initial Complaint

  Date:05/03/2023

  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.

  on 03/30/2023 i applied for Salesforce for a non-profit (the Power of **) and got a confirmation thy say tath it should take up to 2 weeks t get a response.I keep trying to contact them by email and getting a response I checked your account Kupat Gemach, there are no available licenses yet even when i am calling in always the answer is will get back to you with no help

  Business Response

  Date: 05/04/2023

  Dear BBB,
  We have reviewed the customer issue and our representative has worked with the customer to accommodate their request. This issue has been resolved.
  Thank you, Salesforce Customer Success

• Initial Complaint

  Date:03/22/2023

  Type:Sales and Advertising 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'd like to start by saying that, to date, I'm a happy customer of salesforce and it's my intention to only subscribe to for ** products as our company operations scale. That said, there is one area where I'm not so pleased and that is in the sales process.When I signed up with a trial account it was with 99% certainty that we would subscribe to the service, but I needed to test the platform to make sure it would meet our most critical business needed. Along the way I realized that I needed to demo the "Enterprise" version instead of the "Professional" version. Calls, Texts, Emails all pointed back to my customer relationship manager (AKA. Assigned Sales Representative) as the point of contact for my request to upgrade my demo. After about a week of no resolution I was getting desperate and starting to consider other platforms when an employee mentioned they had a brother that worked in sales at **. I was put in contact with him and he resolved my issues AND I subscribed to the service. About a week in my assigned sales representative reached out about my trial upgrade request and I advised him that the issue was resolved and that I was now a subscribed ** customer. It would appear that my account cannot be assigned to the ** rep that actually provided me assistance. I would like this person to be my representative. As a business owner I put a lot of trust in other people. ** is not a simple product to develop and administer for complex business needs and that means you need people you can trust. I trust the person from ** that was there for me when I needed him and I would very much like this person to be my assigned representative.In every other way I'm a happy customer, but It does not seem right that I cannot keep my representative who I have faith in and this could lead to adoption of a different platform in the future if working with ** staff is tedious.

  Business Response

  Date: 07/13/2023

  Dear BBB,

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

  Thank you, Salesforce Customer Success