Complaints

This profile includes complaints for Birdeye, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Birdeye, Inc.

  2479 E Bayshore Rd Ste 175 Palo Alto, CA 94303-3228

  
• 

  Birdeye

  9111 Cypress Waters Blvd Ste 245 Coppell, TX 75019-4795

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:11/06/2024

  Type:Service or Repair 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.

  We have attempted to cancel our service multiple times. The only way I could get ahold of anyone was on the phone. From there I was told I would be able to cancel our service and would be reached out to. That never happened. Now it has bene over a month and I cant get anyone to respond and can not cancel our service and yet Birdeye is still charging us. This is the worst service around. Do not use them!

  

  Business Response

  Date: 11/13/2024

  Hi! 

  We apoligize for the experience you have faced. Our support team will be reaching out soon to discuss your cancellation. 

• Initial Complaint

  Date:10/31/2024

  Type:Order 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 started my own business and I was looking for an ********** and I came across Bird eye, when I was on the phone with their sales agent I asked him if I would be able to cancel their service anytime I wanted and he assured me that I would be able to cancel anytime. I wanted no problem. Its been a few months now *** realized that Im not getting what they advertise to me and I Want to cancel their services. They are refusing me to let me cancel because they claim that I signed up for a year long contract and it was in the terms and conditions. I find it ridiculous because I asked their sales agent if I would be able to cancel anytime I wanted, and he assured me that would be the case. Im seeing a breach of contract from their side And Im hoping you can help me

  

  Business Response

  Date: 11/06/2024

  Hi ***,

  Please accept our apologies for the difficulties you experienced with canceling our service. Your feedback is important to us. Our cancellation case specialist will be reaching out soon to resolve your case. 

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 the marketing person for ********************* and have called several times to Birdeye for cancelation of their services for our law firm, each time is an excessive hold time, a stall stating the "account manager" will call back within the next hour or day. When I finally was able to reach out to the account manager, Jiju, he told me our firm cannot cancel our account due to a contract. This contract was signed in 2018, our business has severely downsized since ****************************************************************************************************************************** emails reminding customers of an approaching auto-renewal, not Birdeye, they billed our business on 5 October 2024. When it was notice, I began calling for the cancelation, which as mentioned stalling, excuses that their legal team states they cannot cancel, etc. We DO NOT want or need Birdeye's services and request a refund of unused funds.

  

  Business Response

  Date: 10/25/2024

  Please accept our apologies for the difficulties you experienced with canceling our service. Your feedback is important to us. Please email me at ************************************** so we can resolve your cancellation request immediately.

  Customer Answer

  Date: 10/30/2024

   
  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. Their service has been canceled and a refund was sent.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/08/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 BBB,I am writing to formally lodge a complaint against Birdeye regarding a breach of contract and failure to provide the services as outlined in our agreement. Our business, Carpe Diem ***************** signed up for Birdeyes review and reputation management services based on their promises of seamless integration and automated review collection from our POS system (Toast) and reservation system (OpenTable). However, after weeks of troubleshooting and back-and-forth communication, Birdeye has failed to deliver on these core functionalities.Summary of Issues:Integration Failures: Birdeye has not been able to successfully integrate with our systems despite repeated assurances. As a result, automated review requestswhich were the primary reason for our subscriptionare not functioning.Poor Support and Delayed Response: Throughout this process, Birdeyes support team has been unresponsive, and proposed workarounds have been inadequate and time-consuming. Multiple follow-up attempts to resolve the issue have been ignored or met with unacceptable delays.Refusal to Honor Contract Cancellation: Due to their failure to provide the promised services, we have repeatedly requested a full cancellation and refund. However, Birdeye has refused to process the cancellation, citing contract terms and attempting to impose additional charges despite their breach of service.Request:Given Birdeyes inability to fulfill the terms of the agreement and the significant disruption this has caused our business, we formally request:Immediate Cancellation of Our Contract without penalty.Full Refund of All Payments Made Thus Far, as we have not been able to use the services as promised.We are seeking the BBBs assistance in mediating this matter and ensuring that Birdeye responds promptly and fairly to our complaint. Their lack of response and refusal to resolve the issue in good faith is unacceptable for a business claiming to support customer reputation management.

  

  Business Response

  Date: 10/16/2024

  Hi Koray,

  We understand your frustrations and want to resolve this matter for you immediately. Our team will be reaching out shortly to confirm your cancellation. We apologize for the initial experience you have faced and look forward to resolving all mentioned concerns. 

  Best, 

  Customer Answer

  Date: 10/19/2024

   
  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.
  
  Sincerely,
  
  Koray Yatkinoglu

• Initial Complaint

  Date:09/16/2024

  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.

  Birdeye is not honoring my request to cancel my subscription. The company has not made it possible for me to cancel my subscription. They do not provide a place to cancel online, so I indicated my desire to cancel via their online chat. The representative on the chat told me it was not possible to cancel via the chat, that someone had to call me and speak to me to permit cancellation. This does not seem legal. They required we set a meeting for the call, which occurred several days later. On the phone call, I again told them I wished to cancel, and they said they would get back to me. Several days later I received an email from them about extending my subscription. I wrote back that I only wanted to cancel my subscription. I have still not gotten confirmation from them that the subscription is cancelled, weeks after I first indicated I wished to cancel. I only wish to finally cancel my subscription.

  

  Business Response

  Date: 10/02/2024

  Hi *******,

  We apologize for the experience you have faced. Our team will be reaching out immediately to discuss and resolve your cancellation. 

   

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22285579
  
  I am rejecting this response because: I have not received any communication. I have been waiting for confirmation of cancellation for the past several weeks and have still not gotten it. All I want is written confirmation that my subscription has been cancelled. Nothing more, nothing less. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 02/07/2025

  Hi *******, 

  We apologize for the experience you have faced. We have cancelled your account and your account is inactive. Please email me at ************************************** if you have any further questions. 

  All the best, 

• Initial Complaint

  Date:08/30/2024

  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.

  Canceled BIRDEYE because we were not getting reviews as they promised. Then they gave me two free months to stay. After one month they didn't make any changes and canceled once again. They continued to charge me and even for the free months they gave. Called and said they could not refund. Called my bank and disputed and had them block Birdeye on the amount charged monthly. Received refund then Birdeye changed the amount they charged by $1 so they could the bank didn't have that amount blocked and it went through again. The only way to stop them was to cancel the card. Being a business we have multiple accounts that are set up on auto draft. This will take hours if not days to set up a new card because of these liars and manipulative tactics. We have currently disputed $1500 plus in charges and the bank refund $1200 so far. These guys are crooks and outsourcing their services to overseas telemarketer. Aweful experience and hope this helps some one. Good platform concept but it doesn't work for getting reviews as promised.

  

  Business Response

  Date: 09/04/2024

  Hi ***, 

  We apologize for the experience you have faced. Our team has resolved your concerns and cancelled your account. Please email me at ************************************** if you need any further immediate support. 

• Initial Complaint

  Date:08/26/2024

  Type:Order 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.

  We started using Birdeye in August of 2023. They make you sign a ******************** order to use the service but, they don't tell you that it is an auto-renewing contract and that the cancellation needs to be made 90 days prior to the contract renewing.There's just one problem, this contract is in violation of both Federal and California State statues governing auto-renewing contracts. I was not notified prior to the auto-renewal, I am attempting to opt out of the auto-renewal before the contract renews and am being denied, and the company does not comply with offering the cancellation mechanisms that they are legally required to be provided to consumers, by California State Law. I am not seeking any financial retribution but, I would like to allow my current contract to expire and to not extend into a subsequent contract. I would like them to contact me immediately to resolve this.I would recommend everyone stay away from this company as they are a slimy operation and have a product that is not worth a fraction of the price that they charge.

  

  Business Response

  Date: 08/29/2024

  Hi, 

  I apologize for the experience you have faced and understand your frustrations about our auto renewal. Please email me at ************************************** so I can proceed with your cancellation promptly. 

  Best,

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 have been a subscriber to Birdeye for several years. I decided in June of 2024 that I no longer desired to use the services they provided. I initiated a live chat with *******.***** on June 25th 2024 at approximately 10am. I have attached a screenshot of this chat. The chat is as follows:Birdeye: Welcome to Birdeye suppoirt!******: We would like to NOT renew our agreement going forward from today. Please advise steps to take Birdeye: Certainly, I'll update this in your records and the appropriate team will reach out to you!******: Will this be today? I believe it renewed at this same time last year and I do not want the charge to happen Birdeye: Let me check into it Birdeye: your renewal is on 6/24/2024 Birdeye: I apologize its on 6/28/2024 Birdeye: The case has been created and you won't be charged After this exchange I messaged several times using the chat line asking for confirmation of the cancellation and was told that the appropriate person would be in touch.On 6/27/2024 I received and email offer trying to ask me to stay (email attached) that contained the following statement: "We're sorry to see you go. If you have any concerns related to our pricing, products, or services, we'd love to further discuss to make things right." On 6/28/2024 I received a new invoice for the services that I cancelled on 6/25/2024. For the next 2 weeks I received "past due" notices as I had taken no action to pay an invoice for services that i had cancelled. On 7/14/2024 Birdeye charged my credit card without authorization for $2646.00. When I contacted Birdeye they told me that my account was not cancelled and that I owed them the money. I received an affirmative message to my original cancellation request on 6/25/2024 (Birdeye: The case has been created and you won't be charged). Having been a long term loyal customer, I believe that ********************** is not operating in good faith and I would like Birdeye to return the money they have taken from my account

  

  Business Response

  Date: 08/22/2024

  Hi ******,

  I apologize for the experience you have faced. I am working with our team to finalize your cancellation and refund. Please email me at ************************************** for further updates and confirmation. 

  Customer Answer

  Date: 08/30/2024

   
  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. No further action is necessary. The Company has followed through with their prosed resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/15/2024

  Type:Order 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.

  After a great demo we signed up for a 12-month contract at over $3100 per month. We had our onboarding meeting which went well. After the 1st month (May 2024) we started seeing zero results from their review platform. Clients started complaining and Birdeye promised a fix to the problem(s). 3 Months into our service we started losing our clients. To date we have lost over $67,000 in annual recurring revenue. The clients lost have all been with us for years. Birdeye has had no technical guidance or input that helped figure out why we werent getting reviews. We have tried to negotiate with them to get us out of the contract and even offered them to continue using their ************ product for as long as it takes to equal the lost revenue to them. They refuse and their response is its a contract and you must fulfill it. Now the manager ********************* won't even tell us who he superior is so that we can move up the process. Our goal is to either move on or have them fix the problem.

  

  Business Response

  Date: 08/22/2024

  Hi *******,
  
  I apologize for the experience you have faced. I am working with our team on a prompt resolution. Please email me at ************************************** for further updates and confirmation.

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The services sold are non-functional. I cannot access my dashboard more often than not, we are not being notified in timely fashion of reviews that are being made, and the times that we have tried to send review requests to customers, our customers reported the links that were being sent were flagged by firewalls as spam. Our account was automatically charged last July, and i called to request a cancellation of our account and a refund as we didn't want to renew the services. I was told at that time that since the charge had gone through, our contract was in effect until the following July (present), but that our account would be notated, and i could call to confirm cancellation sometime in July of 2024. I called on July 17, 2 weeks before the card was set to charge on July 31 to confirm our cancellation. I was told then that the request needed to be made in writing. I was not given an email to send that notification to. There is no option to request cancellation on our account dashboard. I was forced to go through the **** to get to a support request, and submit my cancellation confirmation through the support ticket. I was not contacted about my cancellation confirmation until Tuesday, July 23. I was met with pushback and sales tactics. I was called again on Thursday, July 25 and when i stated we did not want to use the service any longer, i was told i needed to give them a "valid reason" for why i did not want to use the service.I am now being told that cancellation requires more than 30 days notice, and that the only way to get out of renewal is to pay $2000 (80% of the invoice). I was never told of this policy in ANY of my calls or emails to birdeye when requesting refunds or cancellation.

  

  Business Response

  Date: 07/29/2024

  Hi, 

   

  We apologize for the experience you have faced. I can confirm that our team has canceled your account and your account is now inactive. Please let me know if you need any more assistance. We take all your feedback seriously and strive to provide a better experience in the future. 

   

  All the best,

  Birdeye Team

  Customer Answer

  Date: 07/31/2024

   
  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.
  
  Sincerely,
  
  ***********************