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Business Profile

Internet Services

Mozilla

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 2 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/03/2025

    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.
    Terrible browser that illegally tracks users and steals information

  • Initial Complaint

    Date:01/16/2025

    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.
    Mozilla / Firefox closed all my tabs without warning, and I cannot recover them. I want them all restored.

  • Initial Complaint

    Date:04/14/2024

    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 premium relay service 4-13-2024 and phone number mask DOES NOT work. I have checked all my settings. It will not work on any site and does not forward anything to my phone.

  • 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.
    On March 4, 2024, we purchased Mozilla VPN with a 30 day money back guarantee. We were told that we could put it on up to five different devices so we put it on 2 desktops and 1 laptop. Very shortly after we set the program up, we went to the multi-hop option and set 2 different cities and the program put us outside of the country. We tried to change the information a few times but we would always end up in somewhere like ********* or the ********* Islands or *********.We tried very hard to use the product, but it became evident very soon that we could not go to any of our financial institutions or make any purchases at online shopping stores because. the ** was trying to convert our money into ********** dollars or whatever country it was in at the time. The product did not work as advertised. We wanted to get hold of the vendor, but there was no answer to our email and there appears to be no phone number we could find to call. Our best option was to dispute the charge with ***************** We figured, if we disputed the charge, someone would actually call us. But it has not yet happened. We chose this product because it was made by Mozilla and Firefoxis made by Mozzilla and that is the web browser that we use the most.

  • Initial Complaint

    Date:02/18/2024

    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.
    This program is such a virus that it crashed my computer rather than allow itself to be deleted!

  • Initial Complaint

    Date:01/30/2024

    Type:Delivery Issues
    Status:
    Resolved
    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've been trying to find out how long the Firefox snap package will support Xubuntu *****, and whether Ubuntu Pro will extend that support. I've done repeated web searches and have found no answer, only suggestions that support might be until Apr ****, and no information on how Ubuntu Pro affects that support. I've posted my question on the Mozilla support forum at ****************************************************************** and have received no answer.

    Business Response

    Date: 02/01/2024

    Thank you for your question. The support forum you posted your question on is a community forum, not one managed by the Mozilla support team. In the future, feel free to ask questions like this in the Desktop Channel on Mozillas Matrix instance. **********************************************************************************

    However, in the interest of answering your question, the snap will be supported on Ubuntu ***** as long as Canonical supports it. Canonical has said it will support it until April of ****. Extending support for the snap is something within Canonicals control.

    Customer Answer

    Date: 02/01/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  As requested, I posted my question to ****************************************************************************************; I'm also requesting direct contact information for the person who responded to my BBB complaint here in case I receive no response to my question at **********************************************************************************.

    Sincerely,

    *********************

  • Initial Complaint

    Date:09/06/2023

    Type:Product Issues
    Status:
    Answered
    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.
    With the latest updates from Mozilla Thunderbird email client, now whenever an email address on a distribution list is either no longer active or for whatever reason, it blocks the entire email from sending, wasting tons of time while the sender has to pick and find each and every non-working email address before trying to re-send, 2, 3, 4, 10 times before success. It used to be that one would just get a response email from the non-working email address with an error message, and one would make a note of it that it's a non-working email address. Now this is a huge pain in the a** and I want to know how to shut off this feature, so that I only have to send my email ONCE, like I used to be able to, for the past 20 years up until a few weeks ago. Thanks, RDM

    Business Response

    Date: 09/07/2023

    Thank you for using Thunderbird and making us aware of your issue. This complaint appears to be a request for user support, not a business complaint. We do not provide direct user support via this venue. We encourage you to visit *************************************************************** for any support issues.

    We would encourage you to visit *************************************************************** where our volunteer support specialists can provide additional help.

    Customer Answer

    Date: 09/07/2023

     
    Complaint: 20562971

    I am rejecting this response because forcing your users to post a question to a bulletin board that no one can find, is no way to run a company and provide tech support. 

    Sincerely,

    *****************************

    Business Response

    Date: 09/07/2023

    Thunderbird's support site is not difficult to find. Also, we have provided the link: ***************************************************************

    This support site is the appropriate place for customer support requests, which this appears to be.

    Customer Answer

    Date: 09/08/2023

     
    Complaint: 20562971

    I am rejecting this response because we will give it a shot but this is both sad and pathetic.

    Sincerely,

    *****************************

  • Initial Complaint

    Date:03/27/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Hands down the worst email client app that I have ever experienced as things just seem to go from bad to worse, over the years (now decades). It seems that no one is home with these idiots and now our email host Network Solutions law firm emails are no longer able to register or be recognized because of both of these moronic companies inability to either communicate or produce products that work with one another. For example, I have 4 emails that I am responsible for (rdm, info, recruiting, billing) but can only register rdm with Mozilla Thunderbird while the others get rejected for whatever reason. Second, my new attorney employee *************************** can not get her email ****************************************************** registered at all on her Mozilla Thunderbird email client, even though we can check her Network Solutions created email and password on generic email checking websites. Help us, as we are losing tens of thousands of dollars every day due to these 2 companies' technical incompetence and stupidity.

    Business Response

    Date: 03/28/2023

    Thank you for using Thunderbird and making us aware of your issue. This complaint appears to be a request for user support, not a business complaint. We do not provide direct user support via this venue.

    We would encourage you to visit *************************************************************** where our volunteer support specialists can provide additional help.

    Customer Answer

    Date: 03/28/2023

     
    Complaint: 19856100

    I am rejecting this response because you can not and should not release a product into interstate commerce which is inherently dangerous and has high negative inherent product liability causing untold billions of dollars in losses to small and large business due to product instability and lack of any product support.


    Sincerely,

    *****************************

  • Initial Complaint

    Date:03/16/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    A hacker, which I have identified as *********************************** - has stolen access to our Thunderbird account. And since there is no customer service whatsoever, we have lost all our information without recourse to them direcdtly. SO I am reporting this to you in hopes that you downgrade their ratings.

    Business Response

    Date: 03/20/2023

    Thank you for using Thunderbird and making us aware of your issue. This complaint appears to be a request for user support, not a business complaint. We do not provide direct user support via this venue. We encourage you to visit *************************************************************** for any support issues.

    We would encourage you to visit *************************************************************** where our volunteer support specialists can provide additional help.

  • Initial Complaint

    Date:10/08/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Every time I open my email on Mozilla Thunderbird my Network Solutions hosted emails have to ******* into the email boxes, rdm and info, to the point of wasting sometimes up to 30 minutes of my time, after sitting there for sometimes 30 minutes after computer startup/email opening, constipated. This needs to be fixed/addressed right now as it's wasting my time, which is billed out at $500 per hour (so that you get an idea of my financial damages thus far). This problem has increased in frequency over the past few weeks, and I suspect foul play, hacking, email tampering, by my ex or some other enemy/competitor/private investigator. Please urgently investigate and advise.

    Business Response

    Date: 10/10/2022

    Thank you for using Thunderbird and making us aware of your issue.This complaint appears to be a request for user support, not a business complaint. We do not provide direct user support via this venue. We encourage you to visit https://support.mozilla.org/products/thunderbird for any support issues.

    We would encourage you to visit https://support.mozilla.org/products/thunderbird where our volunteer support specialists can provide additional help.

    Customer Answer

    Date: 10/11/2022

     
    Complaint: 18186374

    I am rejecting this response because, no its not a complaint for user support, but rather product is s***


    How dare you place a product into the stream of interstate and international commerce which is demonstrably dangerous and destructive to its small business users?

    This is exactly what Congress was enacted to regulate.

    Be guided accordingly.


    Sincerely,

    *****************************

Mozilla is NOT a BBB Accredited Business.

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