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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.
    • 81 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:03/20/2024

      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 have been a Dropbox customer for quite some time. I very much need the service as I have many documents of varying importance, and I need a secure cloud storage account. Today, however, when I tried to activate Dropbox so that I could get into my account, ********************** would not open. I tried several times to activate it with no success. I then received a page-long notice from Dropbox about how I needed to reduce the storage contents and how I can do that. The instructions were helpful, but not being able to get into my account disables me completely. I sent an email to the only email address that I have for Dropbox, but as is far too common among many businesses in ***************** today, all the email addresses are unmonitored, so I have no means of making contact with Dropbox, but I'm supposed to do something in an account that I cannot access. Very nice, eh? I wish that for a change, a business would provide some operative method of making contact when there is a problem. I am sure there is a solution, but hiding from a customer in this manner only punishes the customer and gives service that leaves much to be desired! I am just now reviewing the Camera Uplpads file and have absolutely no idea how these files were ever made, let alone uploaded! I am in the process of deleting them as I review them, but how were they stored there and does deleting them reduce the amount of storage I have consumed? I am left in the dark and need some sort of indication of my status if there is a problem, and if photos are being made and stored on Dropbox without my knowledge, then I am hardly to blame. I want to know how they were stored and how do I disable the uploads without my knowledge or permission, and I certainly deserve to know WHAT is being uploaded. Just sending me a notice that something was uploaded tells me nothing about what it was. I just need to be kept informed, but so far, I have received many instructions that I cannot execute!

    • Initial Complaint

      Date:03/15/2024

      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.
      Agency staff have attempted to enter our Dropbox account in order to send and receive documents which is what the account is used for. We have attempted to enter the account multiple times with no success or access. The two factor identification process freezes up. We have reached out to Dropbox previously with no response. We have documents in the account related to ongoing internal and legal issues, in addition to the need to send and receive large file documents and cannot proceed. Our membership and subscription is up to date. They have no manner or process to contact individuals, only bot responses that lead to growing frustration.

    • Initial Complaint

      Date:03/15/2024

      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 signed up for a free trial using my work/ church email address in order to make a QR code. I noticed recently I was charged $127.08 on 2/27/2024. There isn't a way to talk with customer support to get assistance. I searched all over the Internet and found that you have to be able to log in in order to access the customer support, but I am locked out of my account and I cannot tell why: I entered my password correctly. I even tried to reset it when I got a message saying it wasn't the most secure password b/c it used a full word. Simply put, I want to be reimbursed in full and I want to have my account unlocked.

    • Initial Complaint

      Date:03/13/2024

      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 am getting changes for a service that i do not have access to. I cannot log in and they will not provide necessary service to resolve.

    • Initial Complaint

      Date:03/13/2024

      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 called (on 06-18-2021) and canceled my dropbox premium to a basic account. Unfortunately Dropbox continued to charge my credit card $11.99 every month for almost 4 years. They owe me $575.52. I have been trying to get in touch with them for 6 months now. If you are not a premium customer you are only allowed to talk with a chatbot. I need to find someone from dropbox to resolve this issue. I am furious!

    • Initial Complaint

      Date:03/11/2024

      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 canceled my annual subscription and requested a refund, but they declined. It is ridiculous that I am not using the service anymore. Thank you.

    • Initial Complaint

      Date:03/06/2024

      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 purchased this in December 20,2023. I cannot apply it and no matter how much my assistant or myself to apply we cannot. We cannot get in touch we a human being to correct this. It is hurting my business.

    • Initial Complaint

      Date:03/06/2024

      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.
      On March 6 my files were not syncing I run a business. I contacted customer service. They refused to let me talk to customer service or give me a supervisor. I am a senior and I needed to talk to a person, not use a small chat box.

    • Initial Complaint

      Date:03/02/2024

      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 signed on to a free Dropbox trial in the fall, not understanding that I had created an account that would bill me $31.99 each month if I didn't cancel it. When I realized my mistake and tried to cancel, I could not find a way to do so on their website EXCEPT for land-mailing a form, which I did on January 9, 2024. I used the address given on the website: Dropbox, *** / PO Box ***** / ************* ** 94017.I have had no communication from Dropbox since, and I was subsequently billed on February 1st and March 1st. I am sending a second cancellation form today, March 2, 2024.While the website indicates that money collected from me during the process of cancellation will not be refunded, I protest that a cancellation request in no way should take two months.The resolution I want is to have immediate assurance that my account has been cancelled.

    • Initial Complaint

      Date:02/26/2024

      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.
      Dropbox advertised a free account for teachers. when I filled out the information it appeared that there is no free account. I can't delete my account. I have to create a password before Dropbox will allow me to delete an account I don't actually have. they keep sending me emails. I created a password but it says my username and password don't match. This seems to be a scam of some kind which is sad because I only wanted to help my students.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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