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:06/25/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 signed up for a ***** account last August 2024. I was switching from a different account mail marketing platform and wanted to try a different one, one that was less expensive. I signed up, uploaded my contacts and started crafting my emails. Once I hit submit, there was a vetting period that I waited for and then I was denied - they said I was going against their spam policies but the leads that I had were from my website in which they Opted in to get communications from us so I explained this and waited for their approval. After a period of a few days passed they wouldnt let me use their system so I told them to cancel my account. They assured me that they had. It wasnt until this month that I was looking at my CC statement that I noticed a charge for Brevo. I double checked to make sure they werent charging me all this time and I didnt see anything so I thought nothing of it. Then I go to find out the companies legal name is actually Sendinblue **** Well then I checked my statements and sneaky company had been charging me since last August. I submitted a request to cancel and refund me since last August and they only could refund me the month of May based on their return policy. I told them that I spoke to someone and they assured me it was cancelled. They dont see that in their system so there is nothing she (*******) can do. I then asked to speak to someone more senior and she said there is nothing one else to speak to. I also asked her if she thought it was ethically right to charge someone for a service they themselves prohibited me from using? She defaulted back to its their policy. This is horrible business practices and they should refund me but also ensure that this doesnt happen to other customers in future.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We bought into their marketing email platform and loved it. We were told by the sales staff of everything we needed and that was a "necessity" for us to be able to operate on the platform properly. We ended up buying a dedicated ** address and come to find out a few months later after violating their terms of service (due to the dedicated ** they sold us, and not sending enough emails "THEY DIDNT TELL US we needed to send ******* emails a month minimum for the dedicated **). We found out as of this complaint after spending hours on the phone, their sales guys defrauded us and stole a feeling amount of money from us and will not return a prorated amount as we did us the ** for a couple of months.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Dear Sirs, Please accept this as a formal complaint. *****, formally Sendiblue, is an unethical and dishonest company and here is why. On September 28, 2024, a registration for Marketing-plan-Starter-4.2 was completed, and $108.00 CAN paid for the annual subscription. Their policy requires to authorize the company to charge the credit card when the account reaches 5000 emails, otherwise, you are not able to complete the agreement. On September 29, 2024, I received an email confirming that I am on a Starter Plan. On September 30, 2024, I received another email stating that the account reached the contact limit of your Starter - 5000 emails/month plan, and therefore, the account has been automatically upgraded to the upper contact limit available under the Starter plan. Another CA$108.00 was charged, and the same day, $184.00 was charged, regardless that there was NO increase in the number of emails. An email was received on October 22, 2024, which indicated that a newsletter was sent to 1954 contacts.The support advised that they could not issue a refund due to their strict policy. "I am sorry to inform you that we are unable to process the refund for these payments. We have a strict refund policy, which states that we can only issue refunds within 7 days of the transaction." Proof of supporting documentation was forwarded to the company without any reply regarding their dishonesty. Then, the account was locked due to a dispute with the bank. The company still owes $108.00 CAN. It is not a significant amount. However, I had no intention to continue dealing with this company, due to their dishonesty. It is regretful that this company is making their revenue by stealing money from their customers.Looking forward to the resolution of this issue. Kind regards, ***** *********

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to express my extreme dissatisfaction and concern regarding the handling of my account with your company, formerly known as Send In Blue and now rebranded as Brevo. After using your services for months without issue, my SMTP credentials were compromised post-rebranding, leading to an unauthorized email sent through my account. While I appreciate your prompt response in locking my account and confirming the breach, I find it unreasonable to request that I identify the breachs source.The timing of this breach, shortly after your companys rebranding, is concerning. I believe it is Brevos responsibility to investigate security breaches on its platform, not mine. Additionally, I have requested account closure due to these concerns, which you have refused.In conclusion, my experience with ***** has been marred by a security breach, unreasonable demands for information, and a refusal to close my account upon request. I request immediate action to restore my account access or, alternatively, close my account without further delay. - *****************************

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Their advertising states ****** emails per month, they claim I purchased ****** for a year. I have attached their own advertising to prove my point. I want what I purchased ****** email per month for a year. That is what I paid for.