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:01/22/2025

  Type:Customer Service 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.

  My card was used without my authorization to purchase a subscription I have since advise my bank and tried to advise this company shutterstock that this happened and their *** is telling me that that does not matter and they want to charge $300 subscription cancellation fee, even though this was an unauthorized purchase. I am seeknig cancellation of this subscription without this unfair and exaaggerated charge,

  Business Response

  Date: 01/27/2025

  Thank you for reaching out!

  We're sorry to hear that your card was used without authorization. 

  We can confirm, that after you have reached out to our ************* team, your subscription was cancelled at no additional cost. 

   

• Initial Complaint

  Date:01/06/2025

  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.

  The website shows images that look to be in a png format. There was an image that I needed for a project that I am working on that would work for what I was doing. I joined the site and had to pay $30 to join. I did and when I did I downloaded the image. It is only in a JPG format and I can not use that for what I am doing. I was not made aware of this because you can not download images until you are a member. The site does have a background removable feature that will make the image into a png which is what I needed but when you apply the filter to the image it removes all of the image with nothing left. I contacted the site on a chat and told them of this and that I would like a refund. They said no because I had used their services. I pointed out to them that it was only after I downloaded the image was I made aware that what I was lead to believe the image was was not true. It showed as a png and was a jpg. They still refused to give me my money back.

  Business Response

  Date: 01/27/2025

  Thank you for your message!

  On our website we offer images in either jpeg or vector (eps) format. Information about in which format(s) each image is available can be found on the asset details page before the download is made.
  We have checked your account, and can see that the image you downloaded is offered in eps and jpeg formats. Due to the nature of the image the background removal tool would not be the best choice. We would rather recommend to work with the eps version of the file and the vector editing software, for example Adobe Illustrator, to remove the background. 
  
  Understanding, that this was not they kind of image you were looking for, we have cancelled your plan and reversed the charge.
  If there's anything else we can do for you, please don't hesitate to reach out. 

   

• Initial Complaint

  Date:11/05/2024

  Type:Billing 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.

  Envato double charged me. They credited my account for the double charge, but revoked my elements access. I can no longer login even though I paid a yearly subscription back in July.

  Business Response

  Date: 11/15/2024

  Thank you for reaching out
  
  Despite the fact that ****** was acquired by Shutterstock, at the moment we operate separately, and the Shutterstock ************* team does not have an access to the accounts of ****** customers.
  We will forward your complaint internally, but otherwise advise you to continue the conversation with the ****** team in order to resolve the issue.
  
  

• Initial Complaint

  Date:10/07/2024

  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.

  On July 30, 2024, Shutterstock disabled my Shutterstock Contributor account ********************* They said I made a material misrepresentation to Shutterstock with image ***********). Follow their instructions, I provided evidences of my original photo and another photo taken at the same site on August 8, 2024. However, they never replied me after that, even though I asked for several times. So my account is still unabled due to their unreasonable prohibition. I'm looking for my legal access to my account.

  Business Response

  Date: 10/30/2024

  Thank you for reaching out!
  
  We apologize the delayed reply.
  After reviewing your case, we can see that in your last email to the Contributor Support team you requested account closure.
  Would you prefer us to proceed with this request or further review the evidence you provided in order to get your account re-enabled? 
  
  Thank you in advance for the answer. 

  Customer Answer

  Date: 11/01/2024

  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:

  [Your Answer Here]

  They did not contact me through my email, so I cannot reply directly.

  I can accept their response, but they need to solve this problem by sending me emails directly.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ***
  
  
  
  
   
  

  Business Response

  Date: 04/24/2025

  Thank you for your patience.
  
  After an additional review we can see that the remaining balance on the account is $0.90 USD. Unfortunately, we are unable to process payments below $1, as our electronic payment partners do not support transactions under this threshold. Even in the event of account reactivation, the balance would remain ineligible for payout.
  

  Customer Answer

  Date: 04/30/2025

  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. Thank you for the help.
  
  Sincerely,
  
  *** ***
  
  
  
   
  
  

• Initial Complaint

  Date:09/25/2024

  Type:Billing 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 am writing to express my dissatisfaction with my recent experience with your subscription service. On 9/22/24, I signed up for what I understood to be a monthly subscription, as I was charged $26.10 at the time of purchase. After using the service and finding 10 photos, I realized the following day that I no longer had a need for the subscription, so I decided to cancel on 9/23/***** my surprise, I was required to pay an additional $159.50 as a cancellation fee. This was unexpected and unfair, as there was no clear indication when I signed up that I was committing to an annual subscription. If that had been the case, I would have expected to pay for the entire year upfront. Being charged on a monthly basis gave me the reasonable assumption that this was a month-to-month subscription, not an annual plan with hidden fees.The lack of transparency regarding your subscription terms feels misleading. Charging such a high cancellation fee for a service I canceled the very next day, especially without clear upfront communication about the annual commitment, seems unjust and deceptive. This feels like a bait-and-switch tactic, where customers are drawn in under one impression, only to face hidden terms and fees later.I believe this practice is unfair, and I respectfully request a refund for the cancellation charge. I hope you will review this issue and ensure that future customers are given clearer information about subscription commitments.I look forward to your prompt response and resolution.

  Business Response

  Date: 10/30/2024

  Thank you for sharing your experience with us!
  
  We're sorry to hear that the terms of the subscriptions were not clear and you ended up purchasing not the plan you aimed for.
  In the future we encourage you to contact our ************* team before you make the purchase, if you have any questions. Also in a situation when you need to cancel, we're happy to advise and find an individual solution. 
  
  We have now reversed the cancellation fee for your plan and you should receive an automatic email confirmation shortly.

  Please don't hesitate to reach out if you have any further questions or concerns. 

• Initial Complaint

  Date:09/03/2024

  Type:Billing 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.

  Shutterstock has been charging my ****** account even though my shutterstock account has been closed and deleted. I do not have access to their service, nor do I want it. ****** has refused to stop the *** charges and the recurring payment appears nowhere on ****** (because it doesn't exist) and so there is no way for me to stop the fraudulant charges every month.

  Business Response

  Date: 09/04/2024

  Dear customer, thank you for reaching out!
  
  After reviewing your account we can confirm, that it is in fact not closed, but only temporarily disabled due to the payment dispute filed with ****** for the most recent charge. The plan you have originally purchased is a monthly subscription for generating AI images. For Shutterstocks monthly subscriptions, Auto Renewal is turned on by default. An option to turn it off is available under Plans section of your Account. Once your first month of service was over, the plan was automatically renewed for the second month.
  
  In order for your account to be reactivated, please kindly reach out to ****** and cancel the dispute. Once it's done please reach out to our ************* team: *******************************************. After we've verified that dispute is resolved, we'll be able to reactivate your account and provide a courtesy refund for the renewal if you do not wish to use your subscription further. Please note, that it may take a few days for us to receive a confirmation from ******. we thank you in advance for your patience. 
  
  If you have any additional questions, please get in touch with us on the link provided above and we'll be happy to help. 

  Customer Answer

  Date: 09/06/2024

  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:

  [Your Answer Here]

   

  Rediculous to have to "reactivate" an account they deactivated because I disputed a charge through ******* First off, I don't even have access to the account and have clearly forgotten if I even had one, so there is no way for me to do so. Say, I forgot about it- I accept that- then they lock me out so when I try to access their site nothing I enter to their login page registers in any way resulting in a "no account with that info" error. At this point I assume there is fraud involved so why would I withdraw my dispute with ******? I accept that I may have created the account and simply forgotten about it, okay, that's on me. But Charging me for a service and locking me out of the account (assuming I have a login, which I don't) is a sleezy and corrupt move. And now shutterstock is holding the suspension of recurring supscriptions hostage to me calling their support and "reactivating" the account? ***? A subscription, mind you, I have no recollection of ever signing up for (hence the dispute with ******.) This is an absurdly dishonest business.
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/27/2025

  We apologize for the delayed reply.
  
  After checking your account, it looks that ****** dispute is still in place and unfortunately the account will remain disabled. The subscription you had in your account is cancelled, you will not receive any charges from us anymore. 
  If you do decide to drop the dispute with ******, please reach out to us ******************************************* and we'll be glad to offer a reimbursement as a courtesy. However, we're not able to process any refunds as long as the dispute is opened. 
  Thank you for your understanding. 

• Initial Complaint

  Date:08/29/2024

  Type:Order 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 free trial and requested a cancellation and they have refused to cancel my subscription. Not only that but they have indicated I signed up for a yearly subscription and in order to cancel I have to pay 50% of the remaining term. And if I had signed up for a monthly I could cancel . However, I have signed up for neither. I removed my CC and they obtained my CC information fraudulently after numerous emails and phone calls. I am in the process of seeking an attorney and filing a complaint with our Attorney General. They cannot produce any evidence that I signed up for a yearly plan nor have provided any emails in reference to it.

  Business Response

  Date: 09/03/2024

  Thank you for your message!
  
  We're sorry to hear that there seems to have been a confusion about how our subscriptions work.
  Shutterstock used to offer free trial in a form of annual subscription with the first free month, however the free trial is no longer offered as of March 2024.
  It's possible that you have seen this offer in the past, but by the time you're purchased the subscription in June 2024, all plans available on our website were paid subscriptions, without the trial.
  
  Understanding, that it was not your intention to commit to the annual subscription, we have now cancelled it without fee and reversed the payments for the 2 months where no downloads were used. 
  
  If you have any further questions or need further assistance, please don't hesitate to reach out. 

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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.

  Shutterstock unilaterally decides to renew a month subscription indefinitely. It doesn't send a monthly invoice. It doesn't even send a receipt. They purposely make it impossible to the consumer to find and cancel the renewal as you would not know which account are you paying for, it is just an amount on a credit card through ****** where you have no control on stopping.I have been paying over a thousand dollar in $29 monthly payments and I have no way ever to stop it.

  Business Response

  Date: 08/26/2024

  Thank you for reaching out!
  
  We're sorry to hear that you're having difficulties cancelling your subscription. We will be happy to help you with that, but unfortunately with the information provided we were unable to locate your account.
  Please reach out to our customer care team at ******************************************* with your account ID/email associated with your account/your ****** email or information about payment method used. Once we've identified your account we'll be glad to find a solution for you.
  
  Looking forward to helping you further!

• Initial Complaint

  Date:08/05/2024

  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.

  Wanted to buy one-month service, website was intentionally confusing directing customers to purchase a ****** subscription when all you want is 1 month. When you try to cancel for the month they say you owe $130+ for cancelation. Feels predatory and in the same league as what ***** was doing with their subscriptions.

  Business Response

  Date: 10/11/2024

  Thank you for reaching out!
  
  We're sorry to hear that the structure of our subscriptions was not clear, and you have purchased the wrong plan.
  
  Every single user subscription we offer comes in 3 variants - single month, annual paid monthly and annual paid upfront. Single month subscription is the most flexible, but also has the highest monthly cost of the 3. Annual paid monthly subscription offers lower monthly price, but it can't be cancelled before the end of they year, unless the cancellation fee is paid. Upfront plan doesn't offer the early cancelation option, but has the lowest price per month. Customers can choose the most suitable option before completing the check-out. 
  
  After reviewing your account and the communication history with the ************* team, we can confirm, that your annual subscription was cancelled without fee and you won't be charged for it again. 
  
  Please don't hesitate to reach out if you have any further questions or concerns. 

• Initial Complaint

  Date:08/05/2024

  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 cancelled my subscription after a free trial and have been charged every few months for a service Ive never used. *** tried multiple times to cancel and always seem to successfully verify that I have no account and yet Ill get another charge a few months later. Ive removed my bank account from their system and they are somehow still stealing my money. Im furious that they will not respect the fact that *** never used their service and Im getting charged with no way to stop this. Its been at least 10 charges for $30.49

  Customer Answer

  Date: 08/06/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************