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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:12/31/2023

      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 Nov. 28 I upgraded my basic Dropbox account, attached to my ************************** email, to receive a series of photos from an archivist at the ***********. It was supposed to be a one-month free trial. But the links contained in the instructions for canceling the free trial didn't appear anywhere on my Dropbox account pages, and there is no way to reach a human being to ask for help. I canceled the account entirely last week and was still charged the first month's fee of $22 yesterday. I want the money refunded and the trial canceled. Thank you.

    • Initial Complaint

      Date:12/27/2023

      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.
      Customers who cancel yearly subscriptions within a given window should be allowed a pro-rated refund. This feels entirely unethical and I'd like their policy below to change. The following is from my conversation with customer service: Hello, welcome to ********************** support. How can we help you? Learn about how we use and protect your data in our privacy policy.I would like a pro-rated refund for the yearly subscription I will not be using.Me Hello ***** and thank you for contacting Dropbox Support. My name is ***** and I am more than happy to assist you with your case, right away.From my understanding, you would like to receive a refund for a charge from Dropbox, right?***** correct, my yearly renewal happened and I do not want to continue Me I understand.To help us build products that best suit your needs, would you mind sharing with us why youre interested in downgrading your subscription?***** well your cancelation process feels rather unethical for starters. I shouldn't have to contact someone please help me get a refund Me I'm afraid we cannot provide a refund for this charge.***** Why is that?Me However, your subscription is scheduled to be cancelled and your account will downgrade to the Basic plan at the renewal date.***** Why is it that you cannot pro-rate and refund?Me We have a strict policy for refunds and do not provide refunds for Dropbox accounts. Unfortunately, this means that we cant provide a refund for this subscription.***** If this is legally required, how do I get in touch with someone who can help This is completely unethical I will be submitting a complaint to the better business bureau as well as the attorney general here in WA. This is no way to treat customers.Who can I contact from your legal department?Me You can only contact the frontline support, otherwise you can submit a ticket at ********************************** *****

    • Initial Complaint

      Date:12/22/2023

      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.
      My business account has been disabled and I am locked out of all the files I use for job interviews and for work. I pay about $100 a year for the upgraded storage. I work in film and tv as a production designer. When I sent an inquiry to the company they said my account violated their terms of service and usage policies, specifically, that I was in possession of child sexual abuse material or something otherwise illicit. I am 100% certain there is nothing on my Dropbox that is anything close to illegal involving children or sexual content. I dont even take **** photos of myself. Its all entirely reference pictures, research images, and staged photos with actors that are used for props and I can prove all of that. However since Im locked out I cant access my files, so I need help proving my innocence. Dropbox has told me they refuse to communicate further and will never reactivate my account despite all of this. I have no other avenue to complain or get anyone to hear me. Being accused of this is quite upsetting but Im willing to forget it if I get my account back.

    • Initial Complaint

      Date:12/11/2023

      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.
      Dropbox charged my credit card $129.02 for an enhanced account that I did not request nor, to my knowledge, even have in my name. My Dropbox account that I sign into shows a 'Basic' account, which has no charge. They charged me for a 'Dropbox Plus' account for $129.02. I want a refund to my credit card for this $129.02 charge.

    • Initial Complaint

      Date:12/11/2023

      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.
      As all of the other reviews about this company, they are totally fraudulent and cannot be reached for account changes or to cancel the account. I have been being charged over 20 dollars a month for over two years and do not need this service any more. It is impossible to get ahold of anyone at this company to cancel my account. This business should be shut down. I just want to end any involvement with them and to have my account cancelled.

    • Initial Complaint

      Date:12/10/2023

      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.
      They stole my money and didnt provide a service. This company is a scam and by their reviews they do this to people all the time! This company doesnt provide service but just steals customers money for nothing.

    • Initial Complaint

      Date:12/08/2023

      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.
      On June 22, 2023 I purchased a Dropbox Business account that advertised "as much space as you need" promising unlimited storage for my team. This was for $864 *** annual paid up-front. I have an email from dropbox with that specific verbiage acknowledged.On September 28, 2023 Dropbox sent an email notifying their intent to change the plan I had purchased to a limited plan capped at 15TB, which conveniently was what I was using, forcing my hand into upgrading and paying more to unlock my data.Now in November an December, my account is full and my team cannot use it for production work without purchasing more storage or detailing critical files. I have contacted Dropbox and accused them of breach of contract but their terms and agreements give them ************************* to change the agreement at any time. I see this as a bait and switch tactic of offering a product and once a customer has bought it and committed to using it, switch it out with an intentionally limited version to force an upgrade.

    • Initial Complaint

      Date:12/07/2023

      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.
      For thge better part of two months I have attempted to receive a refund for a subscription.I have spent hours on hold to be dropped. Had emails stating that they can not refund prepaid accounts.

    • Initial Complaint

      Date:11/28/2023

      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.
      Its been several years. Ive texted customer service, tried deleting my account information, no response at all. Some months ***** was taken out twice, I signed up but it was for a business dropbox. I never used it. I tried cancelling but the company keeps pulling my ***** out every month. I just want them to repay all my money they stole from me.

    • Initial Complaint

      Date:11/20/2023

      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.
      Since the latest Mac update I have been unable to access Dropbox on my Mac computer. I have contacted support about this numerous times and no one has been able to help me. When I finally do get ahold of someone they inevitably give up and tell me they will escalate the issue internally. I finally reached the escalated team today and they are no more help than any of the other staff I have talked to. I have affectedly been unable to use Dropbox for a month at this point. I'm a photographer and a video editor and I cannot reach my files. The lack of support I have received from Dropbox has been abhorrent. My family has used Dropbox for several years at this point and I'm horribly disappointed at Dropbox's inability to fix this issue.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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