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:07/12/2023

  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.

  On May 12th, 2023, I agreed to a free trial in order to look at some of the images Shutterstock had for purchase. On June 5th I was alerted that my plan would renew in 7 days, and since I'd not found Shutterstock to be all that useful to me I attempted to close my account within the "free" period so that I was not charged. I thought I had completed the process of cancelling my account, but 3 days later they charged me $31.03. Again, I attempted to go through the process of cancelling my account, and yet on June 11th, they charged me an additional $31.03. Again I attempted to cancel my account, and, again, on July 12th they charged me $31.03. Now, after contacting customer support for a service I've not used and have paid for three times over, they are charging me $40 to cancel an account that they've made it difficult to cancel in the first place. I recognize that businesses like this operate with shady practices in order to rip people off by making it difficult to cancel, so it's really no surprise that Shutterstock does too. Now I'm left wondering if this will even cancel my account, or if I'll have to go through the process again, when they attempt to charge me next month.

  Business Response

  Date: 07/19/2023

  Thank you for sharing your experience! After reviewing your account we can confirm that your subscription was cancelled on July 12th, you will no longer be charged for this subscription. Please let us know if we can assist further!

  Customer Answer

  Date: 07/19/2023

  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:

  But what about the two prior months when I was led to believe that I had cancelled the service but they continued to charge me? This is deceptive and predatory! I think you should refund me the number of months following my attempt to cancel within the trial period - which you made difficult and made me think I had successfully canceled, but due to your negligence I was charged for three more months.

  I don't anticipate your company cares about what's right except for taking people's money. I suppose I should have known that your "trial period" was going to be anything but free.  

   

   

   

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

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

  Business Response

  Date: 07/20/2023

  We're sorry to hear that there was a confusion about the cancellation process. Our ************* representative will reach out to you directly to provide additional explanation and the resolution for your complaint. 

• Initial Complaint

  Date:07/11/2023

  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 bought and paid for a downloadable photo on Shutterstock. After trying to download for 2 hours, with the help of 4 customer service, they escalated my issue and could take 1 - 3 days to get back to me... I need the photo and this was a huge waste of my time today!!

  Business Response

  Date: 07/20/2023

  Thank you for reaching out! We understand how frustrating your experience was, but glar that we could resolve it for you in the end. If there's anything else we can do for you, please let us know.

  Customer Answer

  Date: 07/25/2023

  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:07/05/2023

  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 started a free trail with Shutterstock on April 26th. Trying to cancel is very difficult. I tried the cancel before the first month was over but was unsuccessful. I finally figured out what to do and the website responded with an email saying I would be charged for canceling early. This was completely hocking to me. I have until July 26th to fix this or I'll be charged even more money to cancel next month. This is a classic bait and switch rip off scams that totally takes advantage of consumers. Below is the email I received. I would like to cancel without owing any additional fees. I will be filing complaints with the relevant state and federal agencies if this is not resolved. ***** ********* **** *** *** ***** ********* ** *** ******** ** **** ******* ************ ** *** ********** ******* **** *** ******* ** ******** *** * ******** ********** ** *** ********** *** **** ** ****** **** ****** ********** ****** **** **** ** ****** *** **** ***** ** ********** *** ********** ******* *** ******* ******* **** *** *** ********** **** *** **** ********* **** ** *** **** ****** ** *************** ********** ******* **** **** ****** *********** ****** ******* **** ******* ****** *********** * ***** ******* ***** *********** * ***** ****** ********** ** *** ******* *** **** ****** * *** ***** ******** *** ******** ** *** ** ****** **** **** ** ************** *** ** ****** *** ************ ** ******* **** **** ** ************** *** **** **** ******* ** **** **** *** ********** **** ** ********* **** ***** ******************** **** **** **** ****** ** * ***** ** ** ** *** ******* **** ******** *** **** **** ****** *********** ** ******* **** ******* **** **** **** ** ************* ******** *** *** **** ** ****** ** ******* *** ******** ******** *** ********* ********* **** ** ********* *** *** ** *** ***** **** **** ************ **** ** ***** *** ** *** **** ******* *************** ************************************** ************* ************* *******************************

  Business Response

  Date: 07/19/2023

  Thank you for reaching out and sharing your experience! After reviewing your account we're happy to confirm, that your subscription was discontinued on July 17th and you won't charged for it again. Please don't hesitate to reach out if you have any further questions or concerns!

• Initial Complaint

  Date:06/26/2023

  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 received an email from my bank that shutterstock was withdrawing $30.45 from my account. It was being paid thru paypal. I filed a complaint with paypal and they told me to work it out with the seller and they closed complaint file. Contact shutterstock and they told me i had to wait two days because the complaint was showing not closed. I sent thwm a screenshot proving it was. They told me it would take 5 more days. Five days came and I emailed them for an update. I was told to wait another 5-7 days. It is now jun 24. Seven days from that last email. ***** has answered me nor has my money been refunded. I did not sign up for their membership and i closed my account with them. I would like the money they took from my account to be refunded and promptly.

  Business Response

  Date: 06/27/2023

  Thank you for reaching out nd sharing your experience! We're happy to confirm that the charge in question was reversed. You should receive a confirmation email from us shortly. Please let us know if there's any questions or concerns, we're here to help!  

  Customer Answer

  Date: 06/27/2023

  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:06/21/2023

  Type:Customer Service 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 March 10, 2022, I signed up for a free one-month trial with Shutterstock. After the expiration of the one-month trial, the Shutterstock membership fee automatically rolled over into a monthly payment of $29.00. Shutterstock charged my card $29.00 on April 8, 2022, May 8, 2022, and June 8, 2022. In July of 2022, Shutterstock began charging my card $31.58 per month. Shutterstock charged my card $31.58 on July 8, 2022, August 8, 2022, September 8, 2022, October 8, 2022, November 9, 2022, December 9, 2022, January 9, 2023, February 9, 2023, March 9, 2023, April 9, 2023, May 10, 2023, and June 10, 2023. Shutterstock has charged my card for a total of $465.96.I have not downloaded images past the first month of my membership. So Shutterstock has billed me without incurring any expenses for the past 14 months.I reached out to Shutterstock on Tuesday, June 20, 2023 to cancel my membership, since I have not used the service very much. On Tuesday, Shutterstock responded by demanding a cancellation fee of $80 plus tax, and provided a link to a payment portal that would expire in three days.Given the enormous amount of profit Shutterstock has already made off of my membership, I believe that the cancellation fee is exorbitant, and I am requesting the BBB's help in getting Shutterstock to cancel my membership without charging any additional fees. I do not want Shutterstock to charge my card again, for any purpose.I also see the expiring link (much like an exploding offer), the lack of an option to easily cancel online, and the charging of sales tax (what are they selling? this is a cancellation!) as indications of a potential scam.

  Business Response

  Date: 06/27/2023

  Thank you s much for reaching out nd sharing your experience! After reviewing this complaint, your Shutterstock account and correspondence with our ************* team we can confirm that your 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.

  Customer Answer

  Date: 06/27/2023

  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:06/13/2023

  Type:Order 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.

  False information for a contract. We purchased the annual upfront 25 Flex plan on June 1st.The total cost was $599 this year versus $499 last year for 25 credits per month (that's a 20%) increase. They had also increased the number of credits for video footage from 8 to 10 credits (a 25%) increase. On the website it said that for the 25 credits you could get 2 videos and 5 images for that amount. Yesterday, I went to download a video - they are all now 25 credits (a 150% increase). However, on the website it still has that videos are 10 credits. I called and asked if some videos are only 10 credits and the help person said NO, they are all 25. So this is false advertising and unfair business practices. They did throw me 1 video free to make up for the issue, but I'm in the first month of a 12 month contract so it's no real help. They did not inform customers of the change and it is not listed in the package. Please help. Since basically only Shutterstock and Getty Images are the main sources for clips, this price gouging is unforgivable. Thank you.

  Business Response

  Date: 06/23/2023

  Dear customer, thank you for reaching out and sharing your feedback! 
  We have sent you an email to address this complaint in detail. 
  Please feel free to reach out with any further questions or concerns. 

  Customer Answer

  Date: 06/23/2023

  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:05/08/2023

  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 did not sign up for this plan nor the free trial. Id like my refund asap.

  Business Response

  Date: 05/10/2023

  Thank you for contacting us.

  We can confirm that your request has been handled by our support team in the meantime.

  If you have any further questions, please let us know.

• Initial Complaint

  Date:04/25/2023

  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 have been a video contributor seller on Shutterstock since 2014. About a week ago, they blocked my account on suspicion of copyright infringement. In response to this, I provided evidence that I am the author. I sent the original videos from the camera and selfies during filming. I asked them about the timing of the investigation, but there was no answer. I have provided all proof of authorship, but my account is still blocked and the sales revenue is stopped and is zero. They simply expelled me and refuse to engage in dialogue, although I am still a member of this community and, it seems to me, I have a legal right to at least know about the progress of the investigation. This is my only source of income, because my country ******* is now at war, and it was important for me and my family to receive income from this company. But they deprived me of this opportunity, and refuse to give an explanation. Although at the same time for 9 years of my work, they received income from the sale of my works on their platform. I want to restore my account immediately, as all proof of authorship has long been provided. Perhaps you can help me.

  Business Response

  Date: 05/05/2023

  Thank you for contacting us.

  We have reviewed the correspondence in our system and we can confirm that your request has been handled.

  If you have any further questions, please let us know. 

  Customer Answer

  Date: 05/06/2023

  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 provided evidence: original camera footage and selfies during the shoot. What else can be proof of my authorship? But they didn't accept them. This is the proof they wanted from me. But in the end, my account is still blocked. I guess they didn't even look at my original videos, which prove my authorship. I believe the investigation was flawed.

   

   

   

   

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

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

  Business Response

  Date: 05/10/2023

  Thank you for getting back us.

  We can confirm that your request was handled after reviewing the correspondence in our system.

• Initial Complaint

  Date:04/25/2023

  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.

  On 3/2/23 I purchased a free trial subscription with a 30 day cancellation period. On 3/8/23 I attempted to cancel the subscription. I was directed to thier phone support as the only way to do this. I was told that in order to cancel, I would have to pay another month plus a $20. fee. Do a ****** search on "Shutterstock Free Trial" Here is what their website says: "Start 1-Month Free Trial 10 Images, 1 Video, or 2 Tracks Risk-Free, Cancel Anytime!"When you attempt to sign up for the free trial, from their free trial page, and you click on the button that says, "Start Your Free Trial", you are directed to a page that offers their "flex plan", which they say is the one that has the free trial. There is no other way to sign up for a free trial from the page that their free trial button directs you to. After signing up through this page, you are apparently not entitled to a free trial but are locked into a year subscription. I DID attempt to cancel after 6 days, and they DID tell me I could not cancel unless I paid additional fees. This is deliberately misleading at best, and it is hard to not conclude they intend to defraud people using this deceptive marketing.Their standard response to complaints says, "After reviewing the correspondence in our system, we can confirm that your request has been handled by our support team." This is corporate speak for "good luck if you have an issue, you will never receive any money back if you were one of the suckers that fell for this scam."Why is their average rating a 1 out 5, for 55 reviews? And why do they get a BBB rating of A+, if this is the case?

  Business Response

  Date: 05/03/2023

  Thank you for contacting us.

  We have reviewed your request and we can confirm that it has been handled by our support team.

  If you have any further questions, please let us know. 

  Customer Answer

  Date: 05/04/2023

  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:

  Although they did email me that they would be issuing a full refund, which I appreciate, the fact that their website process is fraudulent has not been addressed and is still an issue. Please re-read my complaint. If there is a way to get the "free trial" that is advertised, please inform me what it is. If not, I plan on following up with the *** Attorney General's office.

  Thank you.

   

   

   

   

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

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

  Business Response

  Date: 05/10/2023

  Thank you for getting back to us.

  We can confirm that your request has been handled by our support team.

• Initial Complaint

  Date:04/20/2023

  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.

  Shutterstock stole money from me. They told me I subscribed for a year membership even though I didnt do anything of that sort. They said this occurred automatically after the first free month. I however didnt even subscribed to the free trial. Im now waiting to get refunded. I talked to a representative to get my account deleted and membership canceled, and mostly, get the refubd. He told me everything would be done, but now I got an e-mail from another representative who told me the opposite.This is a scam. I never wanted to use these services, I was forced to do it against my will, this is ridiculous.I want a refund.

  Business Response

  Date: 04/28/2023

  Thank you for sharing your experience with us! We apologise for the confusing messages you have received from the team and for the time it took to resolve the situation. 
  Please check your inbox for the email from our ************* Team with the detailed overview of the actions taken. Please don't hesitate to reach out if you have any questions!