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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:02/12/2024

      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 attempted to close my Dropbox account several times and they are unreachable and continue to bill for for an account I have no access to, nor am using. They wont stop billing me but refuse to close my account. Thank you for your assistance,***********************

    • Initial Complaint

      Date:02/09/2024

      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 already use another platform (I can see now, a much better one). I just had a free acount with Dropbox just to see what it offers and how it works. I did not sign up for an upgrade. They refuse to issue a refund.

    • Initial Complaint

      Date:02/07/2024

      Type:Order 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.
      Invoice date for Dropbox contract is 11/27/2023. Our company has used Dropbox through 1/2024 and we are willing to pay the invoice for THAT amount, for the USED services. We have asked the company to cancel the remainder of the contract as we are no longer using it. We no longer want the services. We asked this in January 2023. Dropbox refuses to cancel services, demanding payment for the entire year despite our not using the services going forward. This is completely unacceptable business practices. We would like the contract canceled and an invoice sent retroactive to January 2024.Once we receive we are willing to pay for what we DID use. We are not willing to keep a contract that we cannot use. Dropbox being unwilling to cancel services is completely unreasonable, and ethically wrong.

    • Initial Complaint

      Date:02/04/2024

      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.
      On Thursday, January 25, i was sent a dropbox document/file by a client.I opened it on an apple Iphone.I had to create a Dropbox account in order to view it. There was no option to ******* without opening an account. There were no charges listed or other agreement to adhere to upon opening an account.After entering my email and password, I was asked to upgrade the account for $18.99 to have more storage available. I never even saw the document I went to open. I signed out and removed the app from my phone-I also had to download the app to access the document.I am now under the impression I have signed up for an account that will be charging me but have no way of finding out. It is not possible to contact dropbox without signing into an account I never wanted, I do not trust even signing in to the account. I am getting emails daily asking me to upgrade. I have responded to one and have gotten no response. I found an email via Help on the dropbox web page and have written there but have gotten no response.

    • Initial Complaint

      Date:02/01/2024

      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.
      Subject: Complaint regarding unsatisfactory customer service and failure to provide promised storage space Dear Dropbox Customer Service,I am writing to express my dissatisfaction with the customer service I received on February 1, ****, and to request an explanation for the discrepancy between the storage space promised and the actual space available.On January 30, ****, I signed up for a 30-day trial of Dropbox's services to evaluate whether they would be beneficial to me and my law firm. I was promised 10 TB of storage space to upload my documents.On February 1, ****, I contacted customer service via chat to request assistance with the following issues:* I had uploaded approximately 500 GB of documents, folders, and other files, but when I tried to upload an additional 3 TB of documents, the system displayed a message indicating that there was insufficient space.* Despite having used only 500 GB of the promised 10 TB, I was unable to upload additional files.I spent approximately one hour chatting with a customer service representative named ***** from Ireland. However, she was unable to resolve the issue and refused to answer my questions. She also requested information from her back-end team that I had not requested.Due to my current circumstances, I request that someone from Dropbox contact me immediately to provide an explanation for the discrepancy in storage space and to address the unprofessional customer service I received from *****.Please be advised that I am aware of the laws, rules, and regulations that protect customers from deceptive and unfair business practices. I expect Dropbox to comply with these laws and regulations and to provide me with a satisfactory resolution to this matter.I look forward to hearing from you soon.Sincerely,

    • Initial Complaint

      Date:01/28/2024

      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.
      I had an active account with ********************** from April - December 2023, for which I was billed monthly. I closed the account as I no longer needed it anymore. Today, I have tried to retrieve the invoices for tax purposes, however I was not allowed to speak or chat with a representative because I am no longer a paid customer. I was repeatibly referred to the billing tab in the account. The billing tab does not have anything listed. All I want are my invoices to prove payment.

    • Initial Complaint

      Date:01/27/2024

      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 was not aware this company would automatically charge me for ******. I have been trying to contact this company to talk to someone, however they only text message on the computer. I do NOT feel comfortable providing them with credit card information via my laptop. I have asked multiple times to call me. This charge was on my statement in January, I have not used this app for at least 2 years. I need to be reimbursed this money. With all the executives on their webpage, the fact no one can reach out via phone to discuss this issue is unprofessional and unethical. Other consumers need to be alerted to this behavior.

    • Initial Complaint

      Date:01/27/2024

      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 have had a Dropbox account for several years. I currently have a Basic Free account based on when I logged into the account. Yet they charged my **************** card $127.37 for a yearly subscription. When I tried calling the number for Dropbox, I got a message that it was an "unmanned voicemail box". When I went on the website, there was nothing there to tell me how to cancel this subscription and get my money back (the charge was on 1/2/**** and I never use this thing). When I tried going through AMEX directly they gave me suggestions on how to cancel by finding another number, which I called, and got all kinds of messages as well, but nobody to speak to about this. I am very upset at being charged a yearly subscription for a so-called Basic Free account that I don't use (and forgot I had, so I am even more mad at myself for not noticing this yearly charge that probably has been going on for who knows how long!). What a scam! I demand a full refund at the very least, of this January 2, **** charge. AMEX has already blocked my account from further charges by this unethical company.

    • Initial Complaint

      Date:01/17/2024

      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.
      Months ago, I canceled my online subscription for Dropbox and never reinstated it, as I have no need for their service anymore. I just recently got a charge from Dropbox for $32, a $12 increase from their old subscription price. I went online to cancel my subscription, again, and the pop-up for canceling subscriptions has been blocked, on both iPhone and computer. I then tried to delete my account, an option which has also been blocked. I have attempted deleting my subscription, deleting my account, and removing my payment method in multiple different ways their ****** center recommends to no avail. The bottom line is that Dropbox does not let you delete your subscription or even remove your payment method when you have no further need for their services, they have blatantly blocked those options to keep your bank account hostage. As well, I believe they have even non-consensually reinstated my account and probably many others'.

    • Initial Complaint

      Date:12/31/2023

      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.
      For two years Dropbox has charged me for an account i do not use and have to my knowledge never opened. I canceled my credit card a year ago but incredibly, Dropbox found the new card and charged it again. I have spent hours trying to contact someone to address this. I cannot contact anyone because I need to log in but I cannot log in because I dont have an account. When I enter credit card and transaction number Dropbox says it doesnt recognize it because its not a legitimate account or charge. ****** speak to a person sent through a *****-like circle. Seems like a scam.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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