Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Better Business Bureau®
For Businesses
Share
Business Profile

Email Service Providers

SendGrid, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Email Service Providers.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 3 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:09/17/2025

    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 had used SendGrid for nearly three years for our transactional and marketing emails. We are a small startup that has been building a free platform and directory for the ****** music community for over five years, and in that time we had grown our newsletter list to about 400 subscribers. We had been on their free plan with the intent of upgrading as our community grew, and overall, the service worked well for ***** July and August 2025, SendGrid changed its tier plans. That is understandable since every business needs to make money, but the issue is that they never notified us. No email, no advance warning, nothing in the dashboard. The only mention was buried in a blog post we stumbled upon after the fact.We accepted the higher pricing once we figured it out, but here is where it becomes unacceptable. SendGrid decided that if users did not update their plan by a certain date, they would permanently delete all contacts. That date and that consequence were never communicated to us. After paying for the updated plan, we received an email saying our entire list, three years of community-building, had been deleted. We contacted support, and after some back and forth, they told us there was no way to restore the ************* is the reality. We are a pre-revenue startup, and any company that makes major pricing changes without notifying users, then permanently deletes their data without warning, is not one we can trust. It signals leadership decisions that do not take their community into account and sets the stage for future missteps in communication and stakeholder care. We took our money elsewhere.I suggest you do the same, because if they can delete our contacts without notice, one day they might delete yours too.

  • Initial Complaint

    Date:07/10/2025

    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.
    I have been trying to gain access to a SendGrid account that my company has been using for several years to send email reminders to our members. Unfortunately, access to the account was managed by my predecessor-and even her predecessor before that. Neither of them is currently with the company, and I do not have their login credentials. I contacted SendGrid support and explained the situation, including the fact that I am current employee of the organization. However, I was told that they could only verify and reset the password using the information on file-which belongs to my predecessor. Despite offering to verify my identity and provide alternative proof of my affiliation with the organization, I was repeatedly met with generic, unhelpful responses. All I want is to regain access to this account so I can continue or essential communications with members. Unfortunately, SendGrid's support team has to been solution-oriented or flexible in assisting with this legitimate business need. I'm seeking a resolution that will allow me, as a current authorized representative of the organization, to access the account and continue using the service.

  • Initial Complaint

    Date:02/21/2025

    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.
    This company has been sending me an invoice for services that I never requested nor signed up for. I don't even know who this company is. I tried to call first, but they don't have a phone number but rather request that you create an account first. I do not want to create an account for a company whom I have no intentions of using.

  • Initial Complaint

    Date:08/13/2024

    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 have repeatedly asked to close my account with this company however they refuse and continue to bill my credit card. I have dozens of emails where I repeatedly send them all required information in order to close off the account but they continually add new requirements. When working with their support I get a new person each time. Terrible!!!

  • Initial Complaint

    Date:03/05/2024

    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"ve call this company over 10 times left vmail. Emailed support. NO RESPONSE. Sendgrid single has destroyed our ability to email anyone. This has gone on for 6 months.

    Our ISP changed our IP address and have been looked out if the account since. Cant leave a board msg because guess what YOU HAVE TO LOG IN. This is a joke of a company. NO SUPPORT NO HUMANS. Run from them

    Customer Answer

    Date: 03/06/2024

    sendgrid is the biggest smtp sender, they are not out of business.

  • Initial Complaint

    Date:11/28/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    Scammers in India have been using Sendgrid servers and have been sending me phishing emails for almost 2 years. I have sent 30 CEASE AND DESIST Notices and have been told everytime that the team would resolve it. I get weekly emails from the scammers with phishing links and malicious attachments from the SendGrid servers. They even trademarked their name as Celsius as if it’s one big joke. Sendgrid does not comply with Federal or International Law.

  • Initial Complaint

    Date:08/08/2023

    Type:Product Issues
    Status:
    Unpursuable
    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 asked send grid multiple times to remove me global from the spam lists and they don't comply.

    The last email I sent them was on Fri 7/28/2023 @ 2:15 PM and it read: I keep getting spam email from your clients... I have never done business with these folks and I never opted-in to their list or any other list from ANY of your customers. Please remove me from ALL of your mailing list. I would like to GLOBALLY opt-out. I DO NOT want to receive ANY email from ANY sendgrid customer ever again. I will follow this up with a formal complaint with the FTC and the BBB if I don't hear back from you on this request.

SendGrid, Inc. is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.