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:10/24/2022

  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 purchased a product from another website thinking I was buying directly from website. Only after the purchase did it say payable to Vimeo. I was told by the original company that I had to deal with them. This is false advertising on both parties. Vimeo makes these agreements with these companies but takes no responsibility for the complexity of returns or refunds. There is no customer service and if you want that then you have to pay for it. Im sorry that you were dissatisfied with your Vimeo On Demand purchase. We're here to help with any questions or technical issues that *** arise with your purchase, but because Vimeo is a self-distribution platform, we do require approval from *** sellers before *****ing refunds for *** purchases. If you'd like to request a refund directly from the seller, you can do the following: 1) Send the seller a message from the *** page, here: ************************************* The "Message" button is located on the bottom right-hand side of the page (please note that you must be following at least one other Vimeo member in order to use onsite messaging and for this "Message" button to appear). 2) Explain your situation, and that you'd like to request a refund. Let them know that if they wish to ***** a refund, well need them to use our contact form and include a) a link to your Vimeo profile, and b) a request to refund your purchase. Let me know if you have any questions!Sincerely,******************************* (Vimeo Support)Oct 22, 2022, 4:20 PM EDT ** ****** ***** ** * ******* ******* ************ ******** ** **** ***** **** ********** *** ************** **** *** ** ***** ** *********** ****** ********** ********* *************** *** ** ****** **** ******** ** *** *** ** *** ********* **** ********* ****** *** ******* ******* ** ****** *** ****** ** ************** *** * *** ******* **** ** ** ***** **** ****** ******* ** *** ** **** ** ** ******** ****

  Business Response

  Date: 10/25/2022

  Hi team,

  We will reach out to the user internally and we will try to help the user with the issue.

  Best,

  Vimeo Support

  Customer Answer

  Date: 10/26/2022

  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:

   

   Hi *******,
   
  ********** here with the billing department taking over your support.
   
  

   

   

   

  This is the response they sent and this is not a response its a

  generic generated reply from the charge dispute that I initiated through PayPal.

   

  The company has not reached out to me personally they merely

  hit the enter key on the keyboard to send a generic generated response.

  I received two of these so far. So no this is no acceptable

  and I reject this reply.

   

   

  I understand that you are looking for a refund and It looks like that charge is associated with this account: ******************.
  

   
  We successfully billed you for your membership renewal, but your credit card provider requested a chargeback on your behalf.
   
  Our system is currently in the process of disputing the charge because it appears to have been a valid transaction on our end. Your funds will remain in limbo until your card issuer reaches a final decision.
   
  If the chargeback is approved, your card issuer will return the funds to your account. If the chargeback is not successful, the funds will be returned to us. Since you no longer want to use your Vimeo membership, I would be happy to issue a refund if the chargeback doesnt go through.
   
  You can check in with your card issuer about the status of the chargeback. Please note this can take up to 90 days from the chargeback date for your bank to resolve the case.
   
  I hope this insight has helped. Please let me know if you have any further questions.
  Sincerely,
  
  

   

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

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

  Customer Answer

  Date: 11/01/2022

  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 sent a email generic again

   

  Hi *************************,
  We are contacting you to check if you had a chance to review the latest update from the Vimeo Support team
  We hope you resolved the issue successfully. If this isn't the case, simply reply to this email as soon as possible.
  We will wait for another 5 days for your response and will mark it as resolved in case we dont hear from you. 
  Thanks

   

   

   

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

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

  Business Response

  Date: 11/14/2022

  Hello there, 

  We have reviewed the ticket ID #******* and already responded to it, as per *******'s request we have issued a refund and she will receive it within 10 business days. 

  Please respond to the same ticket if there are any other questions!

  Regards,

  Vimeo Support