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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

    • 265 total complaints in the last 3 years.
    • 80 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: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.

    • Initial Complaint

      Date:06/26/2025

      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.
      In may i signed up for a free trial to upgrade my dropbox storage. After thus and still in may i was emailed by dropbox and informed that my storage needed to be upgraded. I paid for a whole year. In may i was charged by dropbox for a monthly subscription and again in june, and this is while i had still paid for an entire year of photo and video storage. I contacted Dropbox and was told to close the additional account as they could see two charges on a Gmail account and one charge on my Yahoo email account..i only have one account i started in *********. I have asked that the one year of payment be applied to the one account i have. Everything i see in my list of contacts with Dropbox says things are closed, but my account is still telling me to pay for a year. I told *********** to dispute the two months charges from may and june and block any further monthly charges, but i still don't see where the one year of payment was applied to my account.

    • Initial Complaint

      Date:06/11/2025

      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.
      I just now received an email from Dropbox informing me of some very large, massive deletions from my account, deletions that I certainly did not make. I was told that I have until 12/5/2025 to have them restored or else they would be deleted. Let me state now clearly: I DID NOT AT ANY TIME DELETE DATA FROM MY DROPBOX ACCOUNT. I WANT INSTRUCTIONS AS TO HOW I CAN RESTORE ALL THE DELETED ITEMS IMMEDIATELY. Once I am able to restore everything, my plan is to change my password to something far more complicated that a hacker is not so likely to second-guess.I am thankful that Dropbox notified me because I definitely want to retain all the deleted items. There is someone who I suspect might be doing this sort of thing to me frequently, but I was directed to report him to the ***. I need not say that they provided no support of any sort; that, I fear, is what our do-nothing government specializes in, that and pocketing taxpayer money.

    • Initial Complaint

      Date:06/03/2025

      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.
      I tried setting up the ***** Box app in 2022. I couldnt figure out how to use it. Called and emailed customer support for help. Never received a response from them. Then in 2023 $199.00 was taken from my bank account. Tried contacting Drop Box again to cancel, since I was never able to use their product/services. Still, no response of any kind! It was declined by my bank since I never received a formal Verification of cancellation. **************** assured me they put a stop pay on Drop Box in 2023 and they would not allow another payment to go through. In 2024 and 2025 $199/yr taken out ($398.00). I called **************** to let them know their error. And she said its not ***************** responsibility because a formal cancellation with Drop Box was never received. So, I am out a total of $597.00 for something I was never able to utilize. I would love to find a way to contact Drop Box directly, but, theyve made it impossible.

    • Initial Complaint

      Date:05/29/2025

      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 cancelled my Dropbox account on 05/13/2025. I did not take a screenshot because I did not ever think it would be an issue however I have two witnesses that work with me that saw my screen. It said I was downgrading my account and I would not be charged. I thought I was all set. When I received my credit card statement I saw the charge for $540 from Dropbox. I contacted Dropbox right away and explained however they were not helpful and would not give me the refund siting their policy was no refunds. I should have never been charged. I have not used the account at all. They are charging me for a full year of service that I cancelled.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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