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Business Profile

Computer Software

Pictory

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:07/11/2025

    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.
    On May 15, 2025, I was charged $327.60 for the annual plan of Pictory. I did not realize the subscription was going to renew, and I have not used the service since the charge. I contacted Pictory's support team and followed all refund request instructions. However, they denied the refund, stating that annual plans are not refundable due to a discounted rate. I believe this policy is unfair, especially since I did not use the service. I have communicated multiple times, explaining my situation, and asked for a reasonable resolution, but no refund has been issued. I respectfully request that Pictory issue a full refund. I am a senior citizen on a fixed income, and this charge was a financial burden.

    Business Response

    Date: 07/30/2025

    Hi ******,

    Thanks very much for bringing this to my attention. 

    We have actually issued a full refund to the customer, and they have acknowledged receipt. Here is a screenshot of the customer's acknowledgement:

    Here's a little more background on the resolution process as well:

    When the conversation started on July 8th, our customer success team was constantly in touch, responding to the customer queries and providing explanations on a regular basis.

    On July 11th, we told the user that we have accepted their dispute: 

    On July 14, we followed up with the customer to confirm that they received the refund and asked if they can provide a review:
     
    On July 26, we received the refund confirmation from the customer:
     
    Based on the above feedback, I hope you are able to remove the "NO RESPONSE" tag on our file and indicate resolved to the customer's satisfaction. Please reach out if any further information is needed.

    Kind regards,
    Mark

    **** *****
    CFO

    ****************************** | *************************


Pictory is NOT a BBB Accredited Business.

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