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Business Profile

Data Storage

Dropbox, Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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Dropbox, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 260 total complaints in the last 3 years.
    • 58 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:03/06/2024

      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.

    • Initial Complaint

      Date:02/26/2024

      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.
      The Dropbox sales representative was fully apprised that CITVN workflow is structured on a NAS, dococumentary video projects average 32TB, and requires synced storage with Adobe Premiere Pro Teams integration for 2 remote editors. Common sense dictates this amount of data can not be synced with C: and D: drives. However, almost 60 days of support tickets and calls to sales did not reveal until Tier II support connection that Dropbox does not work with networked NAS. Their Sales and Tier I support reps do not know this fact. Dropbox refuses to refund the $560 dollars. The service was purchased based upon fradulent representations. CITVN funds homeless shelters. The fraudulent sale is literally stealing from homeless people.

    • Initial Complaint

      Date:02/25/2024

      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 joined Dropbox around Jan/Feb 2019 to do file sharing of Ancestry records. At this time Dropbox had a Free option and possibly still do. I've never paid for this service. But have since tried to retrieve these records to no avail. Problem is I can't get into my account. I just recently (Feb 2024) tried again to get into my 2019 Dropbox. I tried 'forgot password' but all that did was create a NEW Dropbox (that I won't use). I thought maybe I used a different email, tried that and same thing as before it created a new Dropbox! I've 'contacting them from their website but nothing has come back as of yet. They must have record of their customers. Did they delete my account? my files? I just want my files out of Dropbox!! This is a terrible business with little or no way to resolve problems or get in touch with actual help. I would never suggest this business to anyone!

    • Initial Complaint

      Date:02/23/2024

      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 cancelled a $199 trial. Dropbox had charged my **** $199 on 2-20-2024. I contacted Dropbox via their CHAT. Representative assured me my $199 would be refunded. Instead, I noticed today that there is a second debit charge for another $199 on my **** rather than a refund credit. I called my bank and they said that the charge is PENDING so I should contact Dropbox to have them fix the error. I have spent 30 min trying to contact a live human being. No good phone numbers are listed. CHAT was a BOT and could not get to a live representative on CHAT either. I just need Dropbox to fix their error and credit both $199 charges now, for a total refund of $398 if the pending charge goes through or the $199 originally promised to be credited to my **** account if the additional pending charge does not go through. It is ridiculous that Dropbox makes it so difficult to simply talk to a live human being to fix THEIR ERROR. Thank you.

    • Initial Complaint

      Date:02/21/2024

      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.
      Why is my account charged $1.50 for the charge.

    • Initial Complaint

      Date:02/20/2024

      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.
      Upon renewal, DropBox advertised an alternative plan to change to: Business plan = $180/user/yearly for my 3 users. $180 X 3 = $540 However, when I attempted to make the change, it would charge me $720 instead of $540.I contacted support, who also saw the advertised price and could not figure out why it was going to charge me $720. After support reached out to their supervisor, I was told that it was because the price I was being shown was not the price, that the price is $240/user/yearly instead of $180/user/yearly.

    • Initial Complaint

      Date:02/13/2024

      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 paid for Dropbox and noticed a problem not syncing to my various computers. Also, their customer service page doesn't work for MAC I contacted Dropbox on ******** for help and they it was impossible. They won't open a ticket, give me a phone number, or give me an email to get help. I need to speak to a real person and NOTHING. I need help

    • Initial Complaint

      Date:02/13/2024

      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 was out of town and needed the ability to fax a document. Signed up with them and paid the fee. I cancelled the subscription and deleted the account afterwards and yet am continually having the $9.99 pulled from my bank each month. There is no contact information for this organization. Even though it says on their website that you can call or email. From my bank, there is a phone number listed, that doesn't work. I have not been able to contact them as of today. It's become a rediculously expensive fax for my having sent and I see it's the norm for them to purposely filtch from their customers.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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