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:05/29/2025

  Type:Billing 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 left ****************** in January 2025 and would use my personal credit card for purchases.On May 9, 2025, I received an alert on my credit card for $6035 for a charge from Shutterstock for a contract with my former company. I called my credit card company ************************ for Fidelity)and they told me to file a claim with Shutterstock.On May 9, 2025, I contacted Shutterstock and a representative told me I would be credited within 5 business days.I never received a credit, so I called them again yesterday and spoke with ****** and she said ***** ***********, they sent me the following email, which is outrageous! "Good afternoon ******, I'm ********* your point of contact for Shutterstock- My colleague has reached out to me to mention ******* ***** no longer works with ******* however his personal card was charged for the amount of $6,035 USD. In order to provide ******* with a refund, we will need a new card on file since the account/subscription has already been used, and we do not provide refunds once the account is activated. I look forward to hearing from you, and getting this resolved as soon as possible. Best regards,******** ****** Client Partner, Corporate I ************************************* e. ********************************** I never authorized the charge from Shutterstock. I called my previous employer, but they are not cooperating saying its not their problem.Please help.Thank you

  Business Response

  Date: 06/11/2025

  Thank you for reaching out!
  We apologize for the delay in our response. We are currently in contact with your former employer and working on the resolution.
  Please be assured, that the charge will be reversed, but it may need a few more days to settle. 
  Thank you for your patience!

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response provided by the business regarding Complaint ID ********, and I find the proposed resolution acceptableprovided they follow through on their commitment.
  It is unfortunate that I had to resort to filing a formal complaint to receive proper attention. Prior to this, I contacted the company multiple times and was repeatedly given empty assurances by both sales and customer service.
  After reviewing feedback on platforms such as ****** and Yelp, it appears my experience is not unique; many other customers have shared similarly poor reviews.
  I hope the business honors their word and makes meaningful improvements moving forward.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/05/2025

  Type:Billing 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.

  Last month, I was looking for a specific photo I could only find on Shutterstock. I was just trying to quickly get access to it, and it seemed in the moment that purchasing the annual plan was the easiest thing to do. I overlooked the fact that it was $31/month because there was a tab that said Annual. I assumed that this $31 would pay for an annual plan, and like any other plan, I could cancel it if I wasn't using it. I was mistaken on all fronts. This month, there was a new charge for $31, so I went to my plan to try to cancel my plan, since I had only downloaded that one photo. At that time, I found out that I had agreed to a contract that if I cancel the plan, I have to pay $145 for the cancellation?? There's no way half of people would sign up for a plan with those terms. I chatted with customer service immediately to try to clear this up, and they told me exactly what the policy already told me. They said they are "escalating" it, but I am not holding out hope, and the fact that I'm having to do this feels unacceptable. These companies prey off people not able to read all the fine print legal words that are constantly in our faces with terms of use and privacy policies. I understand that somewhere in there, there was fine print where I agreed to this, but it is not fair, not normal and a scam-like policy. I want my account canceled with NO charge necessary.

  Customer Answer

  Date: 05/29/2025

  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:04/25/2025

  Type:Service or Repair 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 a teacher in ************** (us citizen). While looking for images to show to a class I found two SHUTTERSTOCK images that I liked. Following the link I found that I could pay what I believed to be a one time annual fee of $29 usd. I paid it via ******. I had difficulty downloading one of the images onto an iPad (watermarks remained) so I went to my computer a day or so later to download the image there. When I did I was shocked to find that the plan they had me listed for was annual but at $29 per month! I contacted them to cancel and was told that I could not cancel without paying an additional charge of $159!!!!! After contacting them again they said I could pay an additional $20 instead. I have only downloaded 2 images. I would like the 10 monthly images promised me but I do not want to pay $49 for them! The class I used them for is an unpaid class. 49 dollars is a lot of money to me. It was definitely not clear upon my initial signup that I was going to be charged $29 monthly.

  Customer Answer

  Date: 04/25/2025

  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:04/15/2025

  Type:Product 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.

  Initially I was asking for a cancellation of my yearly contract, it was not possible they daid and they gave me different offers with amounts that changed with a time limit to accept.I was asking wuestions on what membership was taking 45 dollars from my account because I dont recall that being a thing I agreed to, they would ask me information about my back and date etc and then when given the info said they have no records of this transaction.I have kept the emails, the customer service has been very confusing and they keep taking money and no one is giving me direct answers, its been months of this. I only needed shutter-stock for two school projects. And made the mistake of not knowing it was for a year. Any help is appreciated with any of this thankyou.

  Business Response

  Date: 05/02/2025

  Thank you for reaching out!
  
  We're writing to confirm, that your subscription was now cancelled and you won't be charged for it again.
  
  If you have any questions or concerns, please let us know!

• Initial Complaint

  Date:04/04/2025

  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 a contributor to Shutterstock for over 9 years. In January 2025, my account was terminated without due process or specific explanation. Shutterstock claimed I submitted AI-generated content, but I had not uploaded any such work after their official policy change. I never received any warning or examples of violations.They later stated that a warning was sent on January 5, 2025. I have no record of receiving it. From June 2024 I stopped uploading due to withdrawal issues. On January 26, 2025, I moved from ******* to ****** and didnt have access to my computer. During this time, I only logged in occasionally to check my balance and saw no alerts or warnings in the ************ the time of termination, I had a substantial unpaid balance which I was preparing to withdraw. Shutterstock had previously confirmed that earnings would accumulate. I was locked out with no chance to respond or recover my funds. I submitted multiple appeals, but they were dismissed with template replies.I am asking for: 1) a clear explanation of the termination; 2) specific examples of alleged violations; 3) release of all unpaid earnings before closure.Please use the contact details provided in this complaint to identify and review the contributor account associated with this case.

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Shutterstock, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ****** *******
  

• Initial Complaint

  Date:04/04/2025

  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 have been charged for an account with ********************** for over a year. I have called and called their business with no help or response. They cannot find my account yet continue to charge me monthly for a pricing plan that is not connected to an account with my name on it. I have disputed the charges with my credit card company, however, Shutterstock needs to be held accountable for their dishonesty a lack of communication and customer complaint resolution.

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Shutterstock, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair 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.

  Monthly on the 8th of each month starting with September 2024 through March 2025 i've been charged $29.00 by ShutterStock on my AMEX. I went to login to cancel or find my subscription and neither email address worked as an account. I reached out to ShutterStock and after providing them transaction numbers, credit card information, and email addresses they have not been able to locate the information to help me. I have asked **** to put a block on future charges but I'd like relief on the $203.00 in charges and for them to do the right thing for their customers. With customer name, credit card information, and transaction numbers they should be able to find and refund charges.

  Business Response

  Date: 05/02/2025

  Thank you for your message! 
  
  We can confirm, that your subscription was cancelled and you will not receive any further charges.
  
  Please let us know if you have any further questions of concerns. 

• Initial Complaint

  Date:03/13/2025

  Type:Product 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.

  Misleading ******************** Cancellation Fees Dear Better Business Bureau,I am filing a complaint against Shutterstock for misleading advertising, deceptive pricing, and unfair cancellation fees.Transaction Details:February 17, 2025 Subscription fee ($48.55 CAD / $33.35 USD).February 21, 2025 Early cancellation fee ($267.88 CAD / $183.43 USD).Total Paid: $316.43 CAD ($216.78 USD).Issue 1: Misleading AdvertisingShutterstock advertises phrases like We Got Em All, implying a vast image collection. After subscribing, I found a very limited selection of high-quality images and was only able to download three images despite paying a significant fee. Their pricing and credit system were unclear, making it seem like I would have access to more content.Issue 2: Unfair 50% Cancellation *************** Customer ServiceI subscribed to a yearly plan but canceled within one month due to dissatisfaction. I was charged a 50% early cancellation fee, which was not clearly disclosed upfront. Many BBB complaints highlight the same issue. When I contacted Shutterstock for help, they refused to assist and failed to provide a promised chat transcript, showing bad faith and deception.Request for Resolution:I request Shutterstock refund these charges and update their policies to:Clearly disclose cancellation fees upfront.Ensure advertising accurately represents their image library.Improve customer service transparency.I ask ******************** to formally investigate Shutterstocks practices. Please advise on the next steps.

  Business Response

  Date: 05/02/2025

  We apologize for the delay in reviewing your complaint. 
  
  After checking your account we can see that both charges were reversed by your bank.
  Due to the payment dispute your Shutterstock account will remain closed. If you would like to reactivate your account, please reach out to our support team for further information.
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Product 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.

  I signed up for a Shutterstock subscription in January 2024, believing it to be a month-to-month plan. When I attempted to cancel, I was informed that I had unknowingly committed to a year-long subscription and that I could not cancel without paying a hefty cancellation feehalf the cost of the remaining months. To avoid this unnecessary charge, I decided to wait out the full ********* forward to January 2025, when I successfully canceled my subscriptionor so I thought. Today, I was charged again, only to be told by Shutterstocks customer service that my subscription auto-renewed for another full year without my consent. At no point was I given an option to turn off auto-renewal in my account settings, nor was I clearly notified that this would happen. I was then told I now have 10 more months before I can cancel again.The only way I could stop this unethical billing practice was to call my bank and cancel my card entirely. This level of deceptive subscription practices is unacceptable. After reviewing other complaints, I discovered over 150 similar grievancesyet Shutterstock somehow maintains an A+ BBB rating. This company is exploiting customers by making it nearly impossible to cancel their services without incurring unjust fees.I request a full refund for the unauthorized renewal and demand that Shutterstock update its subscription management system to allow users to disable auto-renewal directly from their accounts. I also urge the BBB to re-evaluate Shutterstocks rating given the high volume of complaints against them.Desired Outcome: A full refund of the unauthorized charge and for Shutterstock to make auto-renewal optional and easily manageable within user accounts.

  Business Response

  Date: 02/24/2025

  Thank you for reaching out and sharing your feedback.
  We strive to make our plans and pricing as transparent as possible, and customer feedback is invaluable for us. 

  After checking your account and the support case history, we can confirm that your subscription was cancelled already at no additional cost.
  Unfortunately, we won't be able to offer refunds for the renewal charges, because the downloads were made for the both months in the second year of the subscription.

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  On December 8, 2024, I discovered that Shutterstock had enrolled me in a subscription without my knowledge in 2021. I never received any confirmation, receipt, or notification about this subscription, which is illegal under consumer protection laws and a complete violation of the Restore Online Shoppers' Confidence Act (ROSCA), 15 U.S.C. *********, the ************************'s Negative Option Rule, and the Fair Credit Billing Act (FCBA), 15 U.S.C. 1666. As a result, the following unauthorized charges were made on my credit card without my knowledge or consent, and without any receipt or email notification:December 7, 2021: Two separate charges: $49 + $0.38 currency exchange fee per charge $98.76 total December 8, 2021: $49 + $0.38 currency exchange fee $49.38 total December 8, 2022: $49 + $0.38 currency exchange fee $49.38 total December 8, 2023: $49 + $0.38 currency exchange fee $49.38 total December 6, 2024: $49 + $0.38 currency exchange fee $49.38 total Total amount charged: $296.28 Since contacting Shutterstock, they requested my bank account details for a refund- I have all correspondence documented via email. After providing my bank details, they later claimed they couldnt process the refund due to a 'dispute' with my credit card. This contradicts their initial request for my bank information, as the refund should not be dependent on my credit card if it was meant to be processed via bank transfer.I spoke with both my credit card company and my bank, and they confirmed that no dispute exists and that legally, there is no restriction preventing Shutterstock from transferring the refund. If they had actually attempted the transfer, it would have appeared in my banks or credit card companys system, but no such attempt was made.Since then, I've been contacting them via chat every week, and they keep insisting on the same 'dispute' claim, which does not exist. Please assist me in resolving this matter.

  Business Response

  Date: 03/21/2025

  Thank you for reaching out!
  We're sorry to hear that there was a confusion about our Auto Renewal feature. 
  
  We've reviewed your account and can confirm, that the dispute was resolved and your account reactivated.
  As a courtesy we were also able to process refunds for the last 3 charges made between 2024 and 2022 since no downloads were made in that time. You should have received email notifications for each one. 
  All of the older purchases were fully or partially used to make downloads, which you can review in the Download History of your account, hence no refunds can be offered. 

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I see that two refunds have been issued according to your message, but it seems there should have been three. Ive attached a screenshot of the refund as reference.
  

  Looking forward to receiving the third refund.
   

   Sincerely,

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