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Business Profile

Digital Media

Shutterstock, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Digital Media.

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:04/10/2023

    Type:Product Issues
    Status:
    Answered
    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 receiving withdrawals in my account for $xx a month. *** tried to log in to cancel my account (that I didnt recall signing up for). *** tried to reset a password for each of my personal emails and have not received an email from your company to reset the password, hence not signing up. I just want the payments taken from my account and all other charges to stop. Ive emailed your customer service on the website, as well. Im awaiting a response, thank you.

    Business Response

    Date: 04/11/2023

    Thank you for reaching out to us.

    After reviewing the correspondence in our system, we can confirm that your request has been handled by our support team.

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

  • Initial Complaint

    Date:04/07/2023

    Type:Product Issues
    Status:
    Answered
    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 looking at my cash today and this company tried to take $50 for no reason I do not no how this company for my cash app details I do not no this company I did not authorize any body from this company to try and take money from me I want it stopped and I do not want to ever see there name on my cash app again

    Business Response

    Date: 04/11/2023

    Thank you for contacting us.

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

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

  • Initial Complaint

    Date:04/04/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 business uses deceptive business tactics. They are not clear on their information and use any leverage to gain more money out of you. I was being charged for services I was not using and they will not let you cancel services without penalties. Very bad business practices.

    Business Response

    Date: 04/11/2023

    Thank you for contacting us. 

    After reviewing the correspondence in our system, we can confirm that your request has been handled by our support team.

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

  • Initial Complaint

    Date:03/28/2023

    Type:Product 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 purchased a 5-video pack monthly in August 2022 and never visited the website again without noticing that they have been auto-renewing this whole time throughout the year. Out of nowhere, they sent a rebilling notification email. This is the first time I have realized Ive been charged and already paid about ****USD through credit card. I never downloaded anything from them after August 2022. Yes, the recurring charge of 200USD was erroneously slipped through the cracks as we have a lot of charges, but this is still predatory as they actually send a receipt only for the first purchase and never send anything again until this month. How do I proceed to get a full refund of *******USD?

    Business Response

    Date: 04/03/2023

    Thank you for reaching out to us.

    After reviewing the correspondence in our system, we can confirm that your request has been handled by our support team.

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

    Customer Answer

    Date: 04/06/2023

    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:03/27/2023

    Type:Order Issues
    Status:
    Answered
    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 of Shutterstock 13 months ago to download a few images for a classroom project. When the free trial lapsed, they started charging me monthly $29.00 on an annual plan. They did not notify me that these charges were happening. After a year passed, they automatically enrolled me into another year plan. They did not notify me that the plan was auto-renewing. When I contacted them to cancel the subscription, they told me they would charge me a penalty of $40 to get out of my year commitment early, because I'm only 2 months into the year. Since the initial images that I downloaded on the free trial, I have not downloaded any more images. Thank you for your help in canceling my subscription without penalty and recouping the cost of the second annual membership which I did not voluntarily enroll in.

    Business Response

    Date: 04/03/2023

    Thank you for reaching out to us.

    After reviewing the correspondence in our system, we can confirm that your request has been handled by our support team.

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

  • Initial Complaint

    Date:03/27/2023

    Type:Product 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 constantly getting spammed by this company even though I've unsubscribed several times. I sent an email to their support address that they provided and I got a reply saying it was an unmonitored mailbox. Then I tried their chat help and was disconnected after waiting for an agent. I appreciate any assistance you may have to offer. Thank you.

    Business Response

    Date: 04/03/2023

    Thank you for contacting us.

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

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

    Customer Answer

    Date: 04/06/2023

    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.

    However, I still remain unsatisfied that they require users to go to these lengths to not get spammed by this company.  It was a waste of everyone's time and effort.

    Sincerely,

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



     


  • Initial Complaint

    Date:03/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    There is no transaction to report. I was navigating through the website to purchase one image. After filling out an account, and entered a card number pay, an error message came back saying there was something wrong with the card. I explained to the "help desk", that I wanted to purchase one image, they would not sell to me.

    Business Response

    Date: 04/03/2023

    Thank you for contacting us and for your feedback. 

  • Initial Complaint

    Date:03/21/2023

    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.
    I used ShutterStock in December of '22. I have been charged $29 a month beginning in January. I asked today to cancel my annual subscription and was told I would have to pay $80 today and if I did not cancel today and waited, I would be charged an additional $20 for every month that I remain a customer. I asked for documentation showing that I agreed to pay an increased fee of $20 per month for keeping the service if I canceled the service. A standard license agreement was provided, but the license agreement does not specify that consumers will be held fee liable at an increasing monthly rate. It makes no logical sense that you cannot cancel this service without being fined on an increasing scale.

    Business Response

    Date: 03/28/2023

    Thank you for contacting us.

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

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

    Customer Answer

    Date: 03/28/2023

    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:03/15/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Lots of issues with Shutterstock. I called yesterday to resolve the issues and someone hung up on me. I called back and the second person was helpful, but was not able to resolve a specific issue. They took my information down and said a representative will call me back. Today I heard from a representative who is refusing to call, and unwilling to assist. I am looking for pracaxi oil in Shutterstock and the images of the oil are incorrect. The representative is unwilling to assist in answering whether they could locate items that I need or locate them and put so that user's can have access.

    Business Response

    Date: 03/28/2023

    Thank you for contacting us.

    After reviewing our correspondence, we can confirm that your request has been handled by our support team.

    Customer Answer

    Date: 03/30/2023

    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:

    [Your Answer Here]

     The experience with Shutterstock has been a nightmare. My issue has not been resolved, but I am deciding to drop it, as I am tired and considering using another service. 

     

     

     

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


    Sincerely,

    ****** ****




     

    Business Response

    Date: 04/11/2023

    Thank you for the information and feedback. 

  • Initial Complaint

    Date:03/07/2023

    Type:Billing Issues
    Status:
    Answered
    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 company had a free trial period which I used to download images in December 2021, but I passed the trial period by few days, so the company started charging me monthly fees of $31.11. I reached out to the them by phone in May of 2022 and asked them to cancel the account not knowing it was an annual agreement. They replied that there was a cancelation fee, which I was not very happy about it, but I told them to cancel it anyway. They did not and they kept charging me every month. After the year was over in December 2022, they automatically renewed my membership and started to charge me again for ******* and February of 2023. I reached out to them and they claimed that I had to proceed with the cancelation back in May after they sent me an email. They claimed that I did not proceed with the cancelation so the account was still active and they kept charging monthly fees. As for the renewal for the 2023, they stated that I did not turn off the notice to cancel the account, and that it was automatically renewed. I am asking for the refund since the cancelation in May of last year.

    Business Response

    Date: 03/10/2023

    Thank you for contacting us.

    After reviewing the correspondence in our system, we can confirm that your request has been handled by our support team.

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

Shutterstock, Inc. is NOT a BBB Accredited Business.

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