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Business Profile

Internet Services

DuckDuckGo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/15/2024

    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.
    My email is not working. I receive a notification that it has been suspended or not verified. I have used it for over a year with no issues. My complaint is that this company does not have a customer service number to obtain a live person to correct the issue. The virtual chat is no help and when I email my issue, I am referred to the ** chat. Again, no help.

    Business Response

    Date: 12/04/2024

    Thank you for bringing this to our attention. When users reach out to our email support inbox, we have an autoresponder which assists in providing self-service support. The autoresponder also has instructions on how to reply to get direct human support.

    We were able to see this user reached out to our email support. However, this user did not reply to receive further direct support. Following receipt of this complaint, we have reached out to the user directly but have not received a response. We encourage them to respond to us via email so we can further assist.

    DuckDuckGo is a small, globally-distributed team, so we're not well-positioned to answer questions over the phone. However, we do our best to provide stellar email-based support whenever possible.

  • Initial Complaint

    Date:10/02/2024

    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.
    ************************ is an internet search engine. they dont show my new address of *********************************************** but instead show my old address but I moved. On ************************** when you enter my info of **** ***************** it shows a wrong old address of **** O. ******************************************************* on the first search results page that shows just a few lines of info with many other results of any listing, not just my info, like all search engines do for any search.. the first results page is not the complete listing. their search engines likely employs a process where they create cached images of webpages and store them in their database to supposedly enhance the efficiency of searching and retrieving results but shows old outdated info.. Their Search engines, must use old indexes and old stored copies of old webpages for the purpose of getting search results for users even when its outdated info.

    Business Response

    Date: 10/15/2024

    Hi there!

    It appears there are outstanding search results for your business that have an old address in the search result description, even though the address has been updated on the web page.

    If you are wanting to update the description of links that appear in search results, you will need to submit your request directly to Bing. The links associated with your request are likely to be coming from them as a source from which we derive our results.?

    Go to this link: https://www.microsoft.com/en-us/concern/bing. Click "Bing Search" > "Exposed Personal Information" & follow the associated prompts.

    Once you complete your request with Bing, changes will automatically flow through to us. This procedure will also ensure the removal or update of these links from hundreds of other downstream partners.

    Customer Answer

    Date: 10/16/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 22370702, and find that this resolution is satisfactory to me. 



    Regards,



    John Noland Jr


  • Initial Complaint

    Date:07/17/2024

    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.
    I have no further subscription with duckduckgo privacy pro but they keep trying to take money out my accounts I have emailed them and tried to call them they sent me a way to contact them that does not work so the last time I emailed with my contact info they never contacted me

    Business Response

    Date: 07/31/2024

    Thank you for reaching out regarding this refund request. The user emailed us on July 17 and one of our team members replied that same day. To date we have not received a response from the user.

    Please note that all purchases made through the ****** Play Store are subject to ******s refund policies. As a developer, we do not have the authority to process refunds directly. Users have 48 hours from purchase to request a refund directly through the ****** Play Store. For purchases older than 48 hours, they need to contact ****** Play support. ****** evaluates these requests based on their refund policies.

    For more information on ****** Plays refund policies or to contact their support team, please visit the ****** Play Help Center.

  • Initial Complaint

    Date:06/20/2024

    Type:Customer Service 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.
    Hello - It appears that your search index provider *********** has manually removed most of our pages from their index. We contacted ********* and unfortunately they have simply gaslighted us, but the pages are in fact manually removed because you can see it when you use the site keyword and it says results have been removed. Honestly don't really even care about bing/*********, but would prefer if our site was entirely available on DDG. We emailed DDG but unfortunately never heard back. Might it be possible to add all of the pages on our site to your index please? Otherwise you are the search engine of choice for me and keep up the great work!Our site is ****************** (PLEASE REDACT WEBSITE)Thank you very much in advance!

    Business Response

    Date: 07/03/2024

    Thank you for notifying us of this matter. As you noted, any issues related to a search index provider will need to be addressed directly with that provider. While were unable to further address that concern, we appreciate your support of DuckDuckGo.

    Customer Answer

    Date: 07/06/2024

    It looks like based on a review that you were able to manually add another site to your index when this same issue was happening based on a posted BBB review. **** has restored the site, but without any explanation of what happened. Please consider using un-moderated data such as from the Common Crawl. As of now, you seem to have strong ties to ********* and are sort of a repackage of their index etc. There is a need for an independent, un-moderated index which I would image would have significant value into itself.

  • Initial Complaint

    Date:06/06/2024

    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.
    I purchased "Privacy Pro! VPN" from DuckDuckGo, Paoli, **, and installed it on my computer in or about May 2024. On 5 June 2024 it stopped working. On 6 June 2024 it disappeared from my computer's taskbar. I emailed and telephoned DuckDuckGo about this problem/defect. No one answered the telephone at DuckDuckGo so I left voice messages. So far DuckDuckGo has not responded to my email.

    Business Response

    Date: 06/19/2024

    Thank you for notifying us of this concern. Please note that we received the original message from the consumer, and within one minute provided information regarding how to contact us via an autoresponder.

    Unfortunately this user had an email filter that blocked our response. Upon receiving notification from the BBB of this matter, we directly emailed the user immediately explaining the situation, and after a response offered and executed a full refund on their behalf.

DuckDuckGo is NOT a BBB Accredited Business.

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