Complaints

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

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  Zendesk

  989 Market St San Francisco, CA 94103

• 

  Zendesk

  410 Townsend St Ste 3850 San Francisco, CA 94107-1537

• 

  Zendesk

  25 W Main St Ste 800 Madison, WI 53703

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:12/27/2023

  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 was client of ZENDESK for almost 8 years. No issues I am a federally regulated business and I am attempting to comply with FEDERAL LAW. Federal Law requires that I have a FULL OFFLINE backup of my document attachments from Deals and Contacts that are on the ZENDESK CLOUD. I notified ZENDESK of this requirement first in January 2022 * 2 years ago. I was told that they would work on it and get back to me - no reply . about 8 months after that I Called, sent emails, and chats in a simple attempt to have them send ME MY OWN DATA. about 10% of the emails were replied to but they REFUSED to get the Proper supervisor or engineer and said that they would create the backup. about 8 months after that I attempted to email Zendesk once. a week. They stopped replying Than I attempted to call them - they don't have a live person available or agent at all - no phone options Than I attempted to chat and I wa told that ' someone would email me back' which they did and said that "it was very difficult to get a backup" after about 2.5 years they decided to say it was difficult. in 2018 they gave me a full backup so I know that its possible and actually not difficult , and it wasn't till now that I have this new regulation I must comply with The problem is that NOW, ZENDESK HAS CHANGED MY LOGINS SO ME AND MY BUEINSSS CAN NOT ACCESS ANY OF OUR CLIENT DATA OR FILES , I mean everything from names of clients etc. NOTHING is accessible - I receive an email from ZENDESK 5 days ago stating that my user name was CHANGED BY ********************** ADMIN I attmpted to reply , call and chat but NO Reply or even answer - You can see the photos in the last 3 months there were over 50 emails from me to them. Ive been on hold their chat for over 3 hours and simply no one comes. Maybe they are bankrupt but either way I need my data back ALSO, THEY STOLE OVER $700.00 from me, without authorization they took my credit card and charged an imaginary amount of $700. STILL STOLEN

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair 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.

  Company advertises that I can send and receive text messages directly from its software, however, once they take your money they want you to wait 30 days before being approved. I waisted countless hours integrating into this solution only to find out that they are holding my business hostage until a waiting period which they cannot even comment on if after 30 days I will actually have a phone number!

• Initial Complaint

  Date:12/12/2023

  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.

  As advertised led me to believe my purchase was from ******* I ordered my size bra, it took 2 months to arrive. There is no way my b****** could fit inside the cup size and it doesn't even fit around me to try to fit. Also it doesn't look like the bra in the ad.

• Initial Complaint

  Date:10/24/2023

  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.

  Summary: We purchased Zendesk based on promises made by the sales rep which turned out to be fraudulent. Their system is almost impossible to cancel and rebilled for another full year without any reminder. We insist on a full refund of this amount based on the false information the sale rep ***** name we can provide) gave us when we decided on the initial purchase. This was an expensive move we even hired an outside consultant for several thousand dollars in a final attempt to get Zendesk to work as the rep had described. We want a full refund of the $4,141.00 amount we were charged on Oct 19, 2023 Heres the detail:1. **Misrepresentation of Product Capability**: We were led to believe that Zendesk would seamlessly integrate with our Activecampaign clients, a pivotal factor in our decision to choose your service over competitors. Sadly, this did not materialize, resulting in additional, unforeseen costs and immense frustration. It's essential that sales representatives provide accurate information about a product's capabilities to ensure trust and long-term customer relationships.2. **Challenges with Cancellation**: Prior to October 19, 2023, we made genuine attempts to cancel our subscription. We were met with roadblocks at every turn from a non-responsive web interface to an inaccessible ticket history and a chatbot that was more hindrance than help. It appears your system, intentionally or not, has made it arduous for customers to exit, which is bad for customer relations and can paint a poor online image.3. **Absence of a Timely Renewal Reminder**: Every reputable subscription-based service provides renewal reminders. We received no such courtesy, only discovering the rebill once the charge had been made. Immediate dispute should be evidence enough of our intent.

• Initial Complaint

  Date:10/23/2023

  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 baught a product from a website and paid $33.99 for it (including shipping fee) and i didn't recieve the the product at all and when i contacted the seller they kept insisting that the product was delivered and the tracking number(which was fake) says that it was delivered through ****..but when i went to **** local office they informed me that they have never recieved such shipment and **** gave me a letter that proves they never recieved that shipment with that tracking number. So i contacted back the seller and sent them the letter from **** after that they started offering me to refund a percentage of my money which was 30% at first then they started highering it up to 50% after going back and forth with them through over 10 emails of stalling the proccess while i was trying to emphasize assuring it was a fraudulant charge and that the seller was a scammer (which the selling website is down and offline now) and that i am not accepting any percentage of my money back as long as it wasnt my fault in the first place and i don't have to pay for their mistake (which is allowing scammer sellers into their system), though they still kept stalling and offering me 50% of my money back so I would give up and accept their offer of giving me a 50% of my money back.I informed them in the last email if they offered me another percentage and didnt give me back a full refund that i will report this charge as a fraud, yet they still replied with an offer of 50% money back.Please i need help to stop this fruadulant actions and get my money back from a scammer Date of transaction : August/15/2023 Bussiness : coscopyca.com (supported by Zendesk)Order number : **** Tracking number : XXWUS0000611475YQ (which is fake shipment)Email of support : ****************************************************** Attachments : screenshots from the order confirmation email and all emails conversations with zendesk

• Initial Complaint

  Date:10/09/2023

  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 out Zendesks CRM service for a year. When we had a question or issue, we experienced terrible customer service. Their product integration with other applications was weak as best. May 2023, we spoke to their account management team about the issues we had with their service and were informed they would be increasing the annual fee by more than 50% for the second year. We told them the pricing increase was too high for us to continue working with them. We found a much better and more affordable alternative in June and switched over to prior to our first year with Zendesk ending on 7/15/23. Image our surprise a couple of weeks later when Zendesk auto invoiced us $8,064 for a second year that was more than 50% higher without any written notification as required by ********** law or discussion any discussion. ********** law required Zendesk to provide us with written notice 45 years prior to auto invoicing us. They acknowledge their legal obligation by claiming they did provide us with a 45 day written notice, but Zendesk was not able to provide any proof of it when we asked for it, that's because non-exists. To make things worse, Zendesk has no centralized mailbox, no phone number, and there is no way to get in contact with their finance team directly. We had to open a support service ticket and go through a lengthy process to finally contact their finance department who would close our service tickets after their initial reply, making it a one side conversation at best. They owe us a full refund under ********** law, and they acknowledged this.

• Initial Complaint

  Date:09/29/2023

  Type:Billing 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 am representing the administrators of a business account. We have had an extremely negative experience with Zendesks account manager of customer support. Our company recently downsized and were looking to downgrade our account on ********************** as well. While upgrading the account when we had been expanding had been extremely simple, Zendesk has made downgrading the account practically impossible. We have been trying to contact customer service to downgrade our service for months and they have given me the run around. Meanwhile, they continue to bill for services we have repeatedly said we don't need. I would not recommend this service to anyone.

• Initial Complaint

  Date:09/28/2023

  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 did not signed up for a recurring donation via zendesk but $347 was withdrawn today. I contacted zendesk at 9:26 am but still no response and there is no live person I can speak to at zendesk which is a terrible business practice.

• Initial Complaint

  Date:06/01/2023

  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.

  Zendesk is billing me for ************* that I subscribed to in June 2021 and canceled soon thereafter. They billed me again in June of 2022. When I requested them to refund the money, they asked me to contact ******* who is not willing to help. They billed my credit card again on 5/31/23 and have not been able to resolve this. They need to refund the $39.99 and stop billing my account which I have not used (and have no access to) for the last 2 years.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair 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.

  Zendesk is supposed to be a helpdesk platform which is super ironic considering how terrible their customer support is. I tried to update my credit card info for our existing subscription so it would automatically pay at the end of the subscription term and instead they charged me for a new phone agent service. Ironic because Zendesk doesn't use phone agents itself. As soon as they emailed me stating I had signed up for a new service that I never subscribed to, I responded the same day that there was a mistake and that the 6 month phone service was never ordered or needed. I've now spent 8 hours over 2 weeks with them trying to get them to reverse the charge and they continue to refuse to do so.