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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

    • 266 total complaints in the last 3 years.
    • 75 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:05/16/2023

      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.
      Dropbox bills me monthy to my ***** I have been trying to stop it for months. I don't know how too. Their customer service doesn't respond. Canceling the account and following online advice hasn't helped. this is MONTHS of no ability to contact. I do not use and haven't for years. I don't want to cancel my credit card over this.I want to wipe my credit card from their database, erase me and my account and to refund me monies at this time.

    • Initial Complaint

      Date:05/15/2023

      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 trying to get a resolution with the company, Dropbox. I have been paying for an upgraded service since August 2021. I am trying to contact them. I tried using the chat box and they said they could not help me and sent me a URL dropbox.com/support/email to submit my request. I tried submitting this request - Although I want to have something corrected the only option on there is to cancel or request a refund. When I try to hit submit, nothing happens. I tried on several browsers and on my phone and the request will not submit. The chat support essentially hung up on me when I said that Dropbox was preventing me from submitting because they think I want to cancel. I pay through PayPal and the contact number ************) goes to a voicemail that says go online and request a call back yet that option doesn't exist either or I cannot find it. I don't know what other options to do to get ahold of this company.

    • Initial Complaint

      Date:05/13/2023

      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.
      Dropbox has an Invoicing platform iv used for the last 3 months to bill out customers. Its has been down for a week now and their communication is horrible. I run a small business and they are holding 16k in income for me. Iv reached out and they keep giving me the run around as well as close out emails to hand off to someone else. They do not care about small businesses! I need help because they don't have a direct number and the 20+ emails I sent are going no where

    • Initial Complaint

      Date:05/06/2023

      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.
      This company is ripping me off and something needs to be done. I have a account that shared with another person. I do not store images/ files on Dropbox. I save the images from the shared folder on my computer so why am I being charged when I don't even keep these images stored in Dropbox? When I go to photos all the photos from the shared file show up as if they are forcing me to save these images because they will not allow me to delete them. I have tried to delete them and it will not let **** know this is wrong because I have ****** drive storage for photos and it does not force me to save photos from a shared file. The person who is sharing is storing the photos, I am not storing these images on Dropbox. I'm tired of paying them for something I don't have and don't want. Someone really needs to get involved in the legal aspects of this.

    • Initial Complaint

      Date:05/05/2023

      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.
      I tried to cancel a Dropbox recurring subscription for over an hour. The "links" they supply are merely connections to another article to read. There are no phone numbers to allow you to call. I filled out the page for customer service supplying detailed information 3 times. It simply won't submit when you are done and click submit...nothing happens. The chatbot assistant said use a different browser, I only have Safari. FINALLY the form went through, and I got a very hazy email response. Dropbox intentionally makes cancelling a subscription almost impossible. I have not used it for over 2 years, and it's time to stop the madness. $119.88 I just let them have the money last year I was too busy working and caring for elderly parents to keep fighting. I'm done.

    • Initial Complaint

      Date:05/03/2023

      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.
      We received a charge from Dropbox Sign for $180 on April 9th, 2023. I sent an email 11 months ago on May 3rd, 2022 which is attached. As you can see, I reached out again to cancel this subscription and nobody responded, and the subscription is still not cancelled. I am unable to call this business and email does not work. I no longer use this service and continue to get billed.

    • Initial Complaint

      Date:04/21/2023

      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 9/15/18, Dropbox emailed me that they were closing my account due to inactivity. They have continued to bill my AMEX for $11.99 a month ever since. It has been 56 months of these charges, resulting in $671.44 in fraudulent charges. I would like them to stop charging my AMEX and issue a refund. Of note, their customer service options are appalling - no email or phone number to call and dispute. One must submit a ticket. I tried this in 2019 to no avail. I am at my whit's end. On a happier note, I recently got married and changed my legal name from ***************************** to ***********************. The name and email Dropbox has is ***************************** and ************************** although of course, I am unable to login since they deleted my account. This is pure fraud and theft. I am outraged and frustrated. Please, I am almost begging for your help. They will keep charging me $11.99 a month until I end my relationship with AMEX (unlikely). If you need proof of all 56 charges, I can send. *******

    • Initial Complaint

      Date:04/19/2023

      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.
      I have been paying Dropbox $11.99 a month via PAYPALfor a PRO Account since 2020. When I tried to reach them for some help on a problem, I discovered they had me down as having a free account. There is no way to reach them regarding this problem. The phone number listed under dispute resolution on Paypal has been cancelled. The only way to reach them via the website is if you have a paid account which they say I do NOT have- so I cannot contact them via e-mail (you need to be signed into a paid account in order to send the e-mail). There is no phone number listed. I tried reaching the sales department who said they can't access my account, I need to go through the contact by e-mail button on the website. Which as explained doesn't work.I am appalled that a company this large has set themselves up so they can't be contacted by phone or e-mail. Its utterly ridiculous!!! People need to know this company can NOT be trusted. I have copies of the transactions and an e-mail showing response from sales **** chat in which she absolutely promises I will be able to reach the support **** if I follow her instructions. But, of course, I am stopped from making contact because I do NOT have a paid account.

    • Initial Complaint

      Date:04/12/2023

      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.
      I was charged $22.02 on my card by Dropbox. I cannot find an account with an existing paid subscription to them. I tried to resolve the issue through customer service, but there was no way to contact a live person for help. They have chatbot but it will only work if you are logged into the account being billed, which again, I couldnt find an existing account mine with any type of subscription. I would like to be refunded and have any existing account (if there is any) deleted.

    • Initial Complaint

      Date:04/11/2023

      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.
      Canceling dropbox trial subscription is impossible I've tried everything spent hours trying to cancel I've tried to contact support and nothing works the instructions they give doesn't work

    Dropbox, Inc. is NOT a BBB Accredited Business.

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