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: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.

• Initial Complaint

  Date:05/24/2023

  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.

  We decided to try a 15 day trial for Zendesk. We originally tried for 5 Team Users and setup our account. We then determined that we really only needed a 1 Team subscription and their software would not let us adjust the subscription. This all happened in the same day. We have reached out to ZenDesk support over the last 48 hours with no response. Meanwhile, I have been billed $1140, instead of $228. We like the service, but their customer service is so bad, we have choose to move on. If you are going to offer a 15 day trial, honor it. Please refund us $1140, since we are still in the "trial Period"

• Initial Complaint

  Date:05/23/2023

  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.

  ZenDesk is completely unresponsive while trying to resolve issues with billing. We have repeatedly reached out to our account manager for updates and next steps, but we never receive anything in return.
  
  We are completely locked out of our ticketing system, when we were told this would not happen while we worked with our account manager to resolve the billing issues. We lost all our information because we cannot access our ticketing system and we are unable to manage support tickets. This ultimately has impacted our clients negatively as we cannot provide support to the level we normally do.

• Initial Complaint

  Date:05/11/2023

  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.

  Our Zendesk account was charged an annual fee that we did not expect to hit our Credit Card back in February. We set up a meeting with our "new" account manager. The account manager said they would review our situation and get back to us the next day. We never received any further correspondence from our account manager. After numerous unanswered emails, we became concerned that the account manager didn't work there anymore. Since we could not get the account manager on the phone and the phone number listed for Zendesk doesn't give you access to a real person and the support chat says we should contact our account manager, we decided to do a chargeback for the amount we believed should've been the renewal charge. Hoping at the very least this would open up some sort of dialog that could lead to a resolution. Once the chargeback occurred we were immediately locked out of our account. We were eventually able to get in contact with a senior account manager to review our issue. We were led to believe the chargeback automatically caused us to be locked out of our account and if we pay the open updated invoice we will have access to our account again. ********************** made us pay for the full amount of the updated invoice despite us only doing a partial chargeback. Now we have overpaid them for the annual fee in hopes that we can reconcile with the finance team once we regain access to our account. We were able to log in once we made the payment but we still don't have access to a main component of the software called "Sell." We have not been able to access our Sell account now for 10 days now and our Sales team relies on the leads from Sell to conduct business. This issue was all caused by a lack of communication from our account manager. We have been repeatedly told that this is a back-end issue and they are working on it however this still is not resolved and now our account managers have stopped communication again.

• Initial Complaint

  Date:04/15/2023

  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.

  I had signed up for the basic plan it's free. I was then charged 79$ which was literally the last of my check aka all my freaking money. When I emailed them they responded with an email that said and I quote " I dare you to write and email shorter than this" and nothing else. Now they won't even respond and keep marking my tickets as solved!