Complaints

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.

• Initial Complaint

  Date:05/26/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Details: We are a verified, paying customer of **********************, using their platform to manage email communication and customer engagement for our business, PureClean Performance. Over the last year, we have experienced multiple bot attacks and suspected API abuse on our account, which led to thousands of fake profiles, spam activity, and potential fraudulent interactions. Including the added non verified accounts in our admin and our website being marked by ****** as spam. Klaviyo failed to provide sufficient detection, prevention, or response mechanisms, resulting in severe operational disruption. Klaviyo support repeatedly dismissed legitimate security concerns, shifted blame to third-party integrations (e.g., *******, OptiMonk), and claimed the issues were outside their controldespite their responsibility as a data processor under GDPR, CCPA, and FTC Safeguards Rule. We identified significant lapses in API security, including: No rate limiting No real-time anomaly detection No effective IP throttling or blacklist management Insufficient bot filtering tools Inability to investigate or recover deleted profiles Klaviyo's Terms of Service and legal obligations include maintaining secure systems and protecting data flowing through its APIs. Their refusal to take corrective action, conduct a proper audit, or provide transparency around incident logs and security mechanisms constitutes systemic negligence. We provided extensive logs, email threads, and screenshots documenting attacks and attempted to cooperate in good faith. In return, we received evasive replies, circular support loops, and an apparent attempt to downplay risk across the broader Klaviyo platform. We request BBB intervention as Klaviyo we believe Klaviyo continues to fail in delivering its paid security assurances and statutory data protection duties. Extensive documentation can be provided upon request.

  Customer Answer

  Date: 06/06/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:05/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Here are my complaints against Klaviyo and the reason I believe they are scammers, or at least engaging in shady/illegal business practices.1. On my Klaviyo profile, there is an option where it says "would you like Klaviyo to auto-upgrade your plan based on usage?" and I have had NO selected for years. Yet as of 2025 they started auto-upgrading my plan without asking me, despite me hardly even using my account.2. ********************** auto-upgraded my plan (despite me saying NOT TO) in response to the creation of new profiles. I want to collect new profiles of people who have opted-in to my email list, as well as purchased from my brand. NOT random emails that are auto-created by Klaviyo in order to "bulk up" the number of active profiles on my account in order to charge me more.Long story short: Klaviyo has been adding random junk emails to my list of subscribers in order to bulk up the number of active profiles, because they charge customers based on usage. This is despite the fact I never authorized them to add these random accounts who are NOT subscribed, NOT opted in, and NOT customers (these people never consented to marketing anyways and so I would likely face repercussions by emailing these profiles, and so I have no clue why Klaviyo is adding them). This is an issue I have already had with Klaviyo and discussed with a support representative 3 months ago. I asked, WHY are you adding all of these random profiles, and WHY is my account now charging me $265 a month when I've only authorized the $170 plan? They have now charged me $265 or more for the past 3 months, in separate charges to hide this second billing submission.I want a full refund from Klaviyo and I want them to be held accountable for artificially inflating peoples' email lists and auto-upgrading their lists based on the number of these fake/unauthorized profile additions. KLAVIYO - STOP SCAMMING YOUR CUSTOMERS.

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 writing to formally file a complaint against Klaviyo **** regarding unfair and unethical billing practices. For the billing period of December 28, 2024, to January 27, 2025, I was charged $8,180.87, despite being enrolled in a plan clearly outlined at $4,088.50.I have provided Klaviyo with documentation confirming the agreed-upon amount for my plan. Despite this, the company has refused to issue a refund or offer any resolution. Their refusal to rectify this issue is not only disappointing but raises serious concerns about their billing practices and customer support.Additionally, upon further investigation, I have discovered numerous similar complaints from other businesses regarding Klaviyo's unfair and unethical billing. This pattern of behavior suggests systemic issues that need to be addressed to prevent further harm to consumers.I respectfully request that Klaviyo:Issue a full refund of the overcharged amount ($8,180.87 - $4,088.50 = $4,092.37).Conduct a review of their billing processes to ensure transparency and accuracy moving forward.Thank you for your attention to this matter. I look forward to your assistance in resolving this dispute promptly.

  Customer Answer

  Date: 01/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:11/05/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Unauthorized charges on two credit cards purportedly for service ordered online from Klaviyo. Both credit cards were in our possession at the time. We disputed the charges with both credit card companies, replaced the credit cards, changed passwords and destroyed the credit cards used for this fraud. We also wrote to Klaviyo on September 14, 2024, to inform them that these charges were not made or authorized by us and asking them to discontinue any activity fraudently undertaken in our name. We have never had an account with ********************** and have not heard from them in response to our letter. They did tell one credit card company that our charges were valid and sent receipts with an email that does not belong to us.

  Customer Answer

  Date: 11/18/2024

  We have not heard from the business in response to our letter dated September 14, 2024. We have not heard from the business since we made our BBB complaint.

  We have spoken with one of the credit card companies involved and they say they are pursuing with Klaviyo, the vendor involved.

  We would like the vendor to call us and assure us that the fradulent account opened in our name has been closed and all campaigns run in our name have been removed from their soaftware.

   

   

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Klaviyo is the leading provider of email marketing services for ecommerce, and one of the most expensive. We have been a customer for many years, and I have always found their pricing (intentionally) confusing and deceptive and had to have several overcharging discussions with them. Through misleading information, they push the customer into a "recommended" higher tier than necessary. On June 2nd, the system insisted that I needed to buy a $15 service upgrade (later found to be untrue), and they also they automatically upgraded our monthly service level to one that I did not authorize and that is far too large for us. Their pricing is opaque, a mysterious mix of the number of email contacts you have in your account, and the number of emails you send. However, even by their own definitions, they upgraded us to a level that was wholly unwarranted, taking us from $140/mo to $390/mo. While they normally charge us on the 30th, on June 2nd, they charged us for the difference to get to $390 for July: $250. On seeing a receipt, I immediately (Jul3) opened a ticket and asked for a refund and to be downgraded. Klaviyo has repeatedly refused despite many requests. Now it is July 16th. It took me an hour long chat today to downgrade service going forward, because they make is so hard to remove overcharges. After 2 weeks they have finally offered a credit for the $250 but no refund. I would like to respectfully ask for you assistance, BBB, in getting this resolved. I would like a full REFUND (not credit) for the $250. We are a micro-business (just me and two PT assistants), that is struggling to survive, and I feel that this opacity and unauthorized 'upgrades' with a total refusal to downgrade or give a refund is highly predatory. This actor uses asymmetric and incorrect info and monopolistic power to overcharge customers, then refuse refunds. Please help me defend against this bad behavior.

  Customer Answer

  Date: 07/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  The business finally agreed to a refund after hearing from BBB. Thank you for your assistance. Please continue to monitor this company.
  
  Warm Regards,
  
  *******************************

• Initial Complaint

  Date:03/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a victim of spam, phishing and financial fraud for which Klaviyo is partially responsible. The spam attacks on myself and members of my family assisted by Klaviyo are intended to impair our ability to monitor legitimate mail sent by banks and financial institutions where the attackers are targeting for financial fraud. Please note that I have never provided my email address to Klaviyo or any of its clients. I believe that Klaviyo is carelessly spamming victims such as myself with hundreds of emails a day, possibly without their clients knowing about it.I am demanding that Klaviyo be held accountable for their reckless business conduct. I am also demanding that a Klaviyo representative contact me at my email address or phone number that I will provide to the Better Business Bureau in order for email addresses belonging to me and my family which they are targeting be removed from their list of spam targets.Below is a sample spam among hundreds of spams I have received, which shows the sender as ********************, sent to my email address. The company ************* whose website is ************************* is among many clients of Klaviyo who are sending me dozens of spam every day. I have masked my email address in the header below for security reasons. Copies of unmasked, original spam emails are available if required.from: Mr. ********** <********************>to: T7pQeVgjLY wfv1rKENNW date: Feb 7, 2024, 6:00AM subject: ????????????????!mailed-by: mail.mr-cheesecake.com signed-by: mr-cheesecake.com I have provided the unsubscribe link in the document attached to this document from the above referenced spam which you can directly click on. When you go to the unsubscribe page, you will see proof that this is part of a spam campaign on behalf of Klaviyo because the unsubscribe link leads to the web address manage.kmail-lists.com which is owned by Klaviyo.

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 pertains to getting an email bomb, consisting of about 400 subscriptions that I did not sign up for to cover up my Kohls charge transaction that got hacked and actual money charged to my card. klaviyo does not even have a general contact number. The reason I am certain of their involvement is because 98% of all of the subscriptions that I never signed up were cancelled through klaviyo's service and most of the cancellations have not worked. I am pretty sure that is not a coincidence. In other words, they either got hacked and they are unaware, or they knew but never informed me or anyone else this happened to. The worse case scenario is they are not legitimate as a business and they knowingly did this.

  Customer Answer

  Date: 12/27/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:12/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  From October through Present of 2023, I have been receiving unsolicited e-mails (SPAM) in violation of ****************************'s "Controlling the Assault of Non-Solicited *********** and Marketing Act of **** (CAN-SPAM Act)" that Klaviyo has facilitated through their *********************** domain/server infrastructure. The majority of the traffic received has been inappropriately marketed and not in line with the distinctive guidelines laid out for legal solicited and unsolicited cold-mail/SPAM e-mail content. It is also suspected that they have sold my information to other lists/agencies/marketers for the purposes of personal gain without my consent nor my approval.I have reached out eleven (11) times to the business through both of their phone numbers of ***************** and ***************** which goes to the same phone tree that never answers the phone. I have attempted to submit a ticket through their website, but that function cannot be accessed because it leads to a 404 error (not found). I have scoured their website for any type of confirmation of focal point for this matter with no result. I have even sought out information regarding their representative legal counsel to which I will file a class-action lawsuit with them as the respondent should my information not be removed from all of their databases and these mailings not cease, but cannot determine who their representing firm is.I will be engaging with my own legal counsel regarding this matter shortly to file a cease and desist against them, and to discuss the eventual class action suit. If it is happening to me, it is happening to likely millions of others at the hand of this business. That I am getting hundreds of these inappropriately formatted/unsolicited e-mails a day is an egregious violation of a user's 'digital rights'.

  Business Response

  Date: 12/17/2023

  Thank you for reaching out. Klaviyo does not have a record of any complaints received from this individual via telephone or through any forms on our website. However, we take all complaints seriously, and would like to quickly resolve this matter.
  
  Klaviyo performed a system-wide search for this individuals email address and based off of our review, it does seem like this individual was added to several email lists via a 3rd party malicious actor. We can confirm that this email has since been removed from our systems and that the individual would need to re-subscribe to any lists which they legitimately subscribed to.
  
  If this individual has similar issues in the future, they may reach out to our abuse team at *******************************

• Initial Complaint

  Date:10/23/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 locked out of my account and wasn't able to cancel my subscription. I contacted customer service to cancel my account. They continued to charge my account. The last date of service was May 25. I was charged for 3 subsequent months. I would like to be reimbursed for the 3 months $45 monthly fee x 3 =$135. Thank you in advance for your help.