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Business Profile

Data Storage

Dropbox, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Storage.

Important information

  • Customer Complaint:

    Dropbox Inc. came to BBB’s attention in June 2011. A review of complaints was completed in September 2024.  

    Consumers are encouraged to review the links below for information pertaining to billing, plans and cancellation.

    https://help.dropbox.com/

    https://help.dropbox.com/plans

     

Complaints

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

Find a Location

Dropbox, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 268 total complaints in the last 3 years.
    • 79 complaints 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:08/05/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 a valued customer for over a decade the company recently announced its dropping their password software and shutting it down completely in October. After just exporting and entering data and just under 200 logins, as well as ensuring the iPhone version was also up to date, the drop the service. This has cost countless wasted hours and their own export resources within a supposed CSV file also does not work. For them to just have notified customers this is happening is unacceptable, especially since multiple employees, IT or others must also enter data. If a customer didnt have to sift through countless hours of FAQ's online, the transition would not be bad. But their own advice does not work.

    • Initial Complaint

      Date:08/03/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      After using the services of DropBox in 2023, I was enrolled in an auto renew subscription. In ******************************************************************* 2025 I attempted to cancel the subscription 1 month prior to renewal, but apparently, I did it incorrectly although I received a confirmation email saying, "sorry to see you go". I was charged anyway and refuted with credit card company and changes were reversed. I month later the charges reappeared. I let it go and have attempting to cancel the subscription, but to no avail. There is no online and / or phone support information when I go to my account. I believe that there is concerted attempt to prevent cancellation, and an this is unfair business practice and other consumers should be warned.On one should have to jump through hoops to cancel a subscription. Kind Regards *** *****

    • Initial Complaint

      Date:07/24/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 signed up for a free trial of DropBox. I cancelled right away because I immediately did not like it. Today I received an email stating confirmation that I did indeed cancel my trial and then immediately received another email stating I was charged $127.79. My account shows that I have the basic FREE version of Dropbox. these people are impossible to get a hold of. I have disputed this with my credit card company and am waiting for the results. I want this charge taken off my card with confirmation that I will not be charged in the future. This is evidently a huge issue with Dropbox after reading numerous others with the same issue.

    • Initial Complaint

      Date:07/21/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 a long-time Dropbox Plus subscriber, based in ****** and paying monthly with an international credit card.Since May 2025, *** experienced a severe technical issue with Dropboxs macOS integration, preventing proper file saving and disrupting my studios daily workflow. I verified the issue with both ***** and Adobe support, who confirmed it stems from Dropbox. They recommended I contact Dropbox directly which I did.Despite sending full diagnostics, screen recordings, and logs, Dropbox has failed to resolve the issue for over 9 weeks. Support responses have been vague, repetitive, and unhelpful. My request to escalate the case (Ticket #********) was ignored. The only compensation suggested required account downgrading not a feasible option for my professional needs.Dropbox continues to charge me full price for a broken service. No meaningful solution has been provided.I am attaching the full correspondence for reference. This issue affects the functionality and reliability of Dropboxs core product. I am asking for urgent intervention and resolution.

    • Initial Complaint

      Date:07/10/2025

      Type:Product Issues
      Status:
      Unanswered
      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 are writing to formally dispute two unauthorized charges from Dropbox totaling $1,244.16, and to request a full refund.Our business began a free trial with Dropbox on June 8, 2024, during which we entered our credit card and company information. The system prompted us to select three licenses, but within a few weeks and well within the 30-day trial period our developers informed us Dropbox would not be needed for our operations. We canceled the service on or around July 4, 2024, 26 days into the trial.Despite this, on July 8, 2024, we were charged $622.08 for an annual subscription even after receiving a promotional Come Back email offering 25% off if we reactivated (which we did not accept or act upon). We had no idea the charge occurred during that extremely busy period and only recently uncovered it during a financial *********, exactly one year later on July 8, 2025, we were again charged $622.08, even though we have never once used Dropbox, and believed it was canceled in 2024. We have had zero activity, engagement, or usage since canceling and never agreed to any renewal.We kindly ask that you investigate this matter and issue a full refund for both the 2024 and 2025 charges, as the account was inactive, the product was not used, and we had canceled within the trial window.Please respond promptly, as this has caused significant disruption.

    • Initial Complaint

      Date:07/07/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 employer had a Dropbox account and I had a business phone that had my pictures stored in Dropbox. When my employer stopped their Dropbox account, my pictures were stuck in Dropbox and I was unable to access them because I was never the administrator. Then, my organization was bought out by another organization and they had no information to help me get access to my photos. I contacted Dropbox and they just kept sending me in circles. They told me to purchase a personal account, which I ************************* Plus. They told me that I would be able to transfer my photos then. But I have not been told how to do that, even though I have inquired about how to do this multiple, multiple times. They send me to a support center and then you talk to a chatbot who sends you back to the support center. If I do figure out how to submit an inquiry, I will get an email from someone and they do not answer how to transfer my pictures. You cannot talk to anyone by phone unless you have a business account, which I cannot get. I have submitted numerous inquiries asking for help with this issue with no resolution. Also, they are automatically billing me monthly. I have a feeling that they are not answering my question because once I transfer my pictures, they know that I will probably delete my account.

    • Initial Complaint

      Date:07/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have been improperly charged $219.60 for an unused Dropbox account that I already cancelled once before. I never use the service nor do I want to. I have tried to submit an online help ticket a couple times and keep receiving the screenshot attached. It's rather frustrating because it seems like they are trying to take advantage of customers and make it challenging to issue a refund.

    • Initial Complaint

      Date:07/03/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 cancelled last month the company kept trying to charge my card I had to lock it everyday today Im charged 200 and need the money in my account today

    • Initial Complaint

      Date:07/02/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      In May 2025 I used a site called Dropbox as required by the company I rent my apartment to sign a lease and submit to them. I sent the documents and cancelled immediately after. I was charged for a year $119.88 on 6/17/2025. I spent over an hour on line in a chat and calling phone numbers that are no longer in service and tell you to go to the app. I sent an email and the response was they don't monitor this email and go to the app. I tried to go to many sites on the app and it doesn't work. I am 71 years and this sites practice having multiple steps on a computer is beyond my efforts. Age Discrimination? There are no phone contacts possible to the Dropbox user. The app simply says go here and then that site says go back.I found that the nearly 2 hours I spent trying to resolve this gave me chest pain and I stopped. Thank you for your hopefully implied interest in helping me resolve this.

    • Initial Complaint

      Date:06/30/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Dropbox told me they had a Social Security document to sign and they didn't have.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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