We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Data Storage

Box, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Storage.

Complaints

Customer Complaints Summary

  • 48 total complaints in the last 3 years.
  • 23 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2025

    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.
    Box is attempting to collect $540 dollars for a service I never agreed to or purchsed.

    Business Response

    Date: 06/27/2025

    Hi ***,

    I am reaching out in response to your dispute filed with BBB as I am the Team Lead for our Billing Operations at Box. I have taken a look at related case #******* and you have been issued a full refund of $540 back on your credit card. This was processed today, but funds will takes 3 to 6 days to receive on your end.

    I apologize for any confusion regarding your registration. Your account has since been fully cancelled.

    Thank you,

    *****

  • Initial Complaint

    Date:06/12/2025

    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 06/12/2025, I accidentally purchased a multi-user enterprise plan on ************************** and was immediately charged $1,680.00 for 4 licenses. I only intended to subscribe to a single-user account to securely share files with my lawyer. I submitted a support ticket (Case #*******) within 10 minutes of the charge and followed up by email, but I have not received confirmation that my account will be refunded or canceled.I have not used the account in any way no files uploaded, no additional users added. This was a clear and immediate mistake, and I respectfully request a full refund and cancellation of the plan. I also contacted **************** to flag the charge in case Box does not respond in time.I am asking Box to honor this as a good-faith request to reverse an unintentional charge and downgrade the account accordingly.

    Business Response

    Date: 06/24/2025

    Hi ******,

    I am reaching out in regards to your BBB dispute filed against Box. I am the Team Lead for our Billing Operations team and have taken a look at the ticket you mentioned (*******) and it had been closed/merged into a separate ticket (*******) which had also been created by you the same day. 

    It looks like your request had been fulfilled on June 17th, please see communication by a member of our Cancellation's team below:

    Hi ******,
     
    This is ****** from Box Cancellations, taking over this case from Ronmary. We appreciate your patience as we work on your request.

    I'm pleased to inform you that we have immediately cancelled your account and processed a refund amounting to 1,680.00 USD as a one-time courtesy. The refunded amount will be credited back to the card used for the payment within 3-5 business days.

    Rest assured that no further charges will be incurred by your account unless you decide to reactivate as a paid subscription in the future.
     
    Should you have any other concerns, feel free to let me know.

    All the best,
    ******
    Box Cancellations

     

    Based on the above, you should have received your refund by now. If this is not the case, please reply in ticket #******* so that we can further look into it.

    Thank you,

    *****

  • Initial Complaint

    Date:05/30/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Requested to downgrade my account on May 26, 2025, one day before my Enterprise account was to renew at $141. There is no other option but to request a cancellation via email. Received a response same day to confirm they were "working on it". On May 27, 2025, I was charged $141 for the Enterprise account that I wanted to downgrade. On May 28, 2025 received an email that the downgrade would be $20 X 3 seats (this is not the plan I requested and not the one advertised on their website). I requested a Business Plan at $15/month. I sent another email stating this and requested a refund for the Enterprise account. After no response, I decided to cancel the entire subscription and move my files to another platform. Received more emails without any resolution or cancellation based on my request. Correspondence attached. It is now four days past my initial request and still no action yet I have been charged for an account I no longer use and requested to cancel.

  • Initial Complaint

    Date:05/21/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    They automatically took ****** out of my bank account without any warning that they would. I was given no notice that I was supposed to cancel 3 days before. Very nasty. I was unable to cancel this throughout the year as well. I never used the service.

  • Initial Complaint

    Date:05/15/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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, I would like to receive a refund or atleast a prorated fee of what the service was. I feel led astray as I had to pay $587.93 for a business account when it is just me. There was no other way for me to get the materials from the company that I was working with.

  • Initial Complaint

    Date:04/30/2025

    Type:Product Issues
    Status:
    Unanswered
    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 was charged $540.00, March 18, 2025 from BOX, INC. I do not know of them or how they were able to charge $540.00 on my credit card. I know nothing about BOX, *** and I am not interested in their business.Please refund the $********* reading previous complaints, I found out it was for a subscription that I knew absolutely nothing about nothing about.

  • Initial Complaint

    Date:03/12/2025

    Type:Product Issues
    Status:
    Unanswered
    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 file a complaint against Box, Inc. regarding unauthorized changes to my account's authentication system, which have left me unable to access my business Box account. The account contains vital business and personal intellectual property, including contracts, tax files, and client work. This has resulted in a significant loss of business over the past month as I have been unable to retrieve or access critical files for ongoing projects and tax filing deadlines with the State and ***.

    I have made multiple attempts to resolve this issue through Box’s email customer service, but despite my efforts, the issue remains unresolved. This situation has had a detrimental impact on my business operations and client relationships.

    I request that Box, Inc. take immediate action to restore access to my account and ensure the security and integrity of my stored files as well as a full refund on the yearly subscription for the damages and loss of business.

  • Initial Complaint

    Date:02/21/2025

    Type:Sales and Advertising 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.
    ************************** charged me $540 for a business account I didn't want and have requested a refund with no response from customer service. I want an immediate refund for this. I had a trial account and had no intention of renewing. Thank you.

    Customer Answer

    Date: 02/27/2025

    Hello, you can withdraw this complaint as the company contacted me that they'll refund me. Thank you. 

    Here's a copy of the email that they'll be refunding me. Thank you. 

  • Initial Complaint

    Date:02/03/2025

    Type:Product Issues
    Status:
    Unanswered
    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 ************************** simply to send documents to allow my clients to esign. (I run a small notary business and work by myself). Upon signing up with **************************, I sent a test document to my husband for him to sign. ************************** decided to put their watermark on the document, right in the signature area, so I opened a client ticket with ************************** to ask them how I can remove the watermark from the document, to which someone from the client success team responded with instructions. When I attempted to fix the document per their instructions, I could not remove the watermark. I sent another email to **************************, stating I still could not remove the watermark and they responded with:I was able to confirm that at the time this watermark is a non-modifiable feature of Box Sign. (meaning there is no way to take it out).Seriously? How can I send notarized documents back to my clients with Box.coms pervasive watermark?!!!I quickly requested my money back and ************************** refused! They stated that I could not cancel my account until January of 2026 (next year!). I have not used the software at all and am very angry. I am out $168.00 with a product I cannot use.

  • Initial Complaint

    Date:01/31/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 formally express my dissatisfaction with Box, where I have maintained an account for 14 years without any major issues. My account utilizes extensive storage, primarily for the purpose of archiving my work. I originally chose Box due to its advertised unlimited storage feature, a claim that I have now learned is misleading.Recently, I encountered significant issues when my account was subjected to a restriction after surpassing 1TB of upload/download activity. This limitation was never imposed during my entire 14 years with Box, and I find it to be both unexpected and unreasonable. Despite my attempts to address this concern, the solutions offered by Box have been inadequate. I was merely advised to be patient until the 30-day restriction is lifted. This has resulted in a direct loss of business, as my client was unable to receive their footage due to the limitations imposed on my account. This situation has not only cost me money but has also tainted my reputation within the industry.I believe that Box should provide clear and accurate information regarding its storage policies on their website, particularly regarding the definition of "unlimited" storage. Currently, I have over 50TB of data stored, and if I were to seek an alternative service, I would face a cumbersome migration process that could take up to four years due to the imposed restrictions. This situation not only incurs approximately $980 annually for maintaining my Box account but also makes me feel as though my data is being held ********** is imperative for Box to revise its advertising and clarify its storage policies to prevent further misunderstandings for clients like myself. I appreciate your attention to this matter and hope to see a resolution that reflects fair business practices.

Box, Inc. is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.