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Business Profile

Digital Media

Shutterstock, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 142 total complaints in the last 3 years.
  • 45 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:08/11/2025

    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 signed up for the plan thinking it was a free trial. They immediately charged me a monthly fee of $31.11. Within an hour or so I realized I made a mistake and attempted to cancel. I downloaded ONE image only before realizing the error (and I never used the image for anything - I was simply experimenting with the product). Upon attempting to cancel (again within an hour of purchase), Shutterstock charged me $159.50 to cancel. The alternative they offered me was to continue paying $31.11 per month. I contacted customer support. **** said "we have no free trial" and told me I owed the whole cost. After I complained further, **** said he would have his manager follow up. I never heard back again - and the charges are still there. I would have be okay paying the $31.11 for my own error - assuming I clicked the wrong box. However, charging $159.50 for canceling within an hour of purchase is unfair. Shutterstock took advantage of me as the consumer.

  • Initial Complaint

    Date:08/08/2025

    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.
    I made what I believed was a simple one-time purchase for a single product. At no point during checkout was it made clear that I would be automatically enrolled in a recurring subscription. Without my consent, the company began charging my card month after month.When I noticed the charges, I immediately tried to cancel, only to find out they demand an outrageous cancellation fee that costs more than the product itself. This is blatant deception. Their advertising and checkout process are designed to trick customers into signing up for something they never agreed to.This is a predatory business model built on misleading customers and then holding their money hostage. Im demanding a full refund and an immediate cancellation, and I strongly urge the BBB to investigate these practices because its clear this company has been doing this to countless others.

    Customer Answer

    Date: 09/01/2025

    Better Business Bureau:

    At this time, I have not been contacted by Shutterstock, Inc. regarding complaint ID ********.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:08/06/2025

    Type:Service or Repair 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.
    Shutterstock is very misleading with their flex plan. I have been locked in for 2 years paying $30 a month with less than 10 digital downloads to show for. I am not happy with the service. After speaking with customer service, they are blaming me for not shutting the auto renew option off. They say its in the cancel plan section but it is not. They make it difficult to turn auto pay off, and I cant even find it! That is their reasoning for locking us in the account otherwise we have to pay a $150 fee. Im very unhappy with their offerings and practice. I do not recommend.

    Customer Answer

    Date: 08/06/2025

    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 and the matter has been resolved. The matter was resolved quickly. 

    Sincerely,

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



     

  • Initial Complaint

    Date:07/15/2025

    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.
    shutterstock user ID. ********* I am a photographer and graphic designer who has been undergoing cancer treatment since 2019. On April 19, 2022, I purchased the Annual Billed Monthly Subscription - 10 Downloads package from Shutterstock to create mock-up poster frames for the photos I took. During the more intense periods of my illness, I couldn't focus on my project and didn't download any photos for several years. Due to financial difficulties, I wanted to close my account. Therefore, this month, I downloaded 10 photos for the first time. I first tried my luck on the website, but it didn't work. Then I tried to chat with online customer representative ****, but he didn't like the chat and closed it. I purchased a one-year subscription in April 2022, valid for one year, and did not enable auto-renewal. Therefore, my account should have been closed at the end of the year, but it wasnt, and Ive been making unnecessary payments for two years. I believe this practice is unbecoming of a company and unfair. I would like to receive a refund for the months I did not use after the first year and close my account. In other words;April 19, 2022 - June 19, 2025, a total of 39 months. x 10 photos = TOTAL 390 photos I need to download. I can only download 80 photos. 310 photos are missing... Thank you for your attention.

  • Initial Complaint

    Date:06/26/2025

    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 was a Shutterstock contributor for over a year with no violations. On April 29, 2025, my account was suspended after Shutterstock claimed that one of my submitted images was found on another website. They requested evidence of ownership, and I submitted several outtakes from the same photoshoot, along with full ********* showing my camera, date, and original image files.Despite following their instructions exactly, they never responded. I sent multiple follow-ups for nearly two months, yet received no reply. Their lack of communication is unprofessional and unfair, especially considering the content I contributed over time.I am requesting a clear, written response explaining whether my account will be reinstated or permanently disabled and based on what grounds. I deserve at least a transparent answer.

  • Initial Complaint

    Date:06/23/2025

    Type:Billing 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 charged by Shutterstock for YEARS unbeknownst to me due to a less-than-obvious disclaimer about auto-renewing charges after believing I was making a one-time purchase.I have been refunded the final transaction amount and am not seeking reimbursement of the original amount. Attached are all of the bills in between.

    Customer Answer

    Date: 07/18/2025

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Shutterstock, Inc. has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    **** ******

  • Initial Complaint

    Date:06/16/2025

    Type:Billing 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 thought I was signing up for their free trial and not only does a free trial not exist, they charge an outrageous cancellation fee that they don't tell you ******** because their website and terms are poorly designed on purpose, I'm being told that I need to pay for something that I didn't even use in the first place. Charging someone when they didn't even use your product is at best deceitful. Would never even think about using shutterstock again.

    Customer Answer

    Date: 06/18/2025

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:06/11/2025

    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.
    Dear BBB service department, At 2023, Shutterstock auto debit 3 cancelled free one month trial subscriptions. This resulted in 1 1/2 year of monthly auto debit from my account. Total amount was $1.621,77. I have only received a refund of $230 intead of the full amount. At 2024 July, Shutterstock again auto debit 7 months of non existing subscription from my account. A total amount of $377.58. Shutterstock has violated my financial resources to auto debit without authority. I have reached out to Shutterstock customer service recently and my first attempt was denied. They say I was not entitled! They took money from my account for something I did not subscribe! I reach out to them again and they say they will look into the matter however they have not come back to me at all. I am only requesting to get a full refund for something I did not use. I need help to receive a full refund from ********* from Shutterstock. I have two email accounts under ********************** at that time: ******************** and ************************** I desperately need help to resolve this matter. I am a freelance Art ********* I use shutterstock downloads for my business. I pay every month for the downloads. I am only asking back what was rightfully mine. Moreover, they have violated my financial data to use my **** card without authorization! This is really absurd. I have all bank statements as proof of such transactions. Best Regards ***** ***

  • Initial Complaint

    Date:06/09/2025

    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.
    We used their services and then cancelled. They continued to deduct from our account so we called. They refunded $75.00, but started charging us monthly again. Until I saw the charges that went back months, we called again to an extreme apology and were told we would receive a refund. Not only did we not receive the refund they are still trying to take the money from my over limit (thank goodness) card. This is criminal behavior they are just hoping we dont notice the charges!!

  • Initial Complaint

    Date:06/05/2025

    Type:Billing 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 am reaching out to request assistance regarding an ongoing issue with Shutterstock that has persisted for over six months. As a professional in the creative industry, I feel I have been wrongfully treated and ignored throughout this process.I am a graphic designer with over 20 years of experience, and I have been contributing to microstock platforms such as Adobe Stock, Getty Images, Freepik, Pexels, and Shutterstock for the past three years. I have built my portfolio with care and professionalism and have never encountered any issues with any of the platformsuntil now.On October 24, 2024, I received a notice from Shutterstock stating that my contributor account had been disabled due to intellectual property concerns regarding one of my uploaded photos. Shutterstock requested original source files and supporting content, which I promptly provided all description with links in attachment Contact:Jakub Zerdzicki ********************* Thank You

    Customer Answer

    Date: 06/12/2025

    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 and the matter has been resolved.
    My Shutterstock contributor account has been re-activated.

    Thank You so much!

    Sincerely,
    ***** *********



     


Shutterstock, Inc. is NOT a BBB Accredited Business.

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