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:07/02/2025

  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.

  I purchased the Eset Ultimate program. This program includes identity protection. I purchased a new computer, and the program would not open because it did not recognize my computer. I followed the instructions, and the program failed to send me a temporary code. I called technical support several times. They tell me my account has been deleted. Why did this happen to me? I'm paid up until July of 2027. What happened to all of my private financial information? The resolution to this problem is simple. Restore my identity protection account and restore the financial information that I entered.

  Business Response

  Date: 07/03/2025

  Hello *******, 

  This is an error related to a known issue that has impacted a very small number of ESET customers. We are actively working to see that your service is restored, and your case #******** has been escalated to a supervisor who is working with our development team to see where the error occurred. Please follow the dialog in that case as we will share updates with you as we receive them. Thank you, 

   

  ***** ****
  Director of Customer Care
  ********************

  Customer Answer

  Date: 07/07/2025

  I still do not have access to my Identity Protection account. ******************** has admitted that some customers were affected by a glitch. The company has not contacted me in order to resolve this matter. I want my account and the data containing all my financial information restored. 

  Business Response

  Date: 07/08/2025

  Hi *******, we are currently waiting on the results of an investigation by our development team. Your case will be updated as soon as we have more to share. 

• Initial Complaint

  Date:02/12/2025

  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.

  I'm going to keep this short.Maybe it's just me, but ESET North America seems to operate like a fraternity, if one ESET *** has an issue with someone outside the company, the whole team suddenly changes their ******* late January 2025, we inquired about purchasing ESET NOD32 Antivirus through TD SYNNEX as a reseller looking to buy in bulk. **** ******** (Distribution Account Manager) responded but didnt directly address our concerns. The product was available for purchase, yet we received contradictory responses. His answers often didnt align with our actual questions. Ironically, we purchase one unit before we even got clear answers.When we pointed this out to ****, his response was: "There is no confusion on my side. We do not have a program via TD SYNNEX to accommodate your needs. End of story." Because based on our experience, it sounds like **** unilaterally decided that our company wont be allowed to purchase ESET products via TD SYNNEX, which wouldn't be the first.On Jan 29, 2025, I called ESET, and ****** ***** ****************** Representative) reached out. He stated our reseller application from 2022 was incomplete. So, I went through another onboard process to completed it, hoping to work directly with ESET. I told him what had happened. Since then, silence. No follow-up, no return call, no return emails. I called again today, Feb 12, 2025 someone answered, said ****** was on lunch and would call back in 15 minutes. That never happened.The good news is those products are removed from TD SYNNEX. If it's for a single reseller, it shouldn't be available to the rest. And TD SYNNEX says other ESET products are available for purchase.What's left is our onboarding.We demand to know why ESET North America refuses to work with us. And it had better not be discriminatory or personal bias from someone within ESET North America.I work with a lot of companies I don't like, companies that discriminate towards me personally.(reference attachments)

  Business Response

  Date: 02/24/2025

  Hi Ferry, 

  I apologize for the delay in responding here, I needed to research this issue with our partner Sales team. Based in the information provided, it looks like there should never have been SKU availability for the products you were interested in purchasing through *********. My understanding is that you are interested in stocking physical license keys for consumers, which is a program that only a specific set of authorized resellers have access to, and information shared from the Sales team includes where this has been communicated to you through **** ********, or Distribution Account Manager. For this reason, I will not be able to advance the matter further from my end. You are welcome to pursue a correspondence with **** if you would like to. 

  Customer Answer

  Date: 02/24/2025

  Even after a whole 12 days, it appears ESET North America is still suckling-up ****, what is going on. **** says "end of story", literally. It's in the attachments.

   

  I asked a simple question regarding our reseller onboarding. Apart from individual ESET products, we offer business products as well as MSPs and we work with not only TD SYNNEX, but ****** and D&H as well. And according to you, you can't even comment on our reseller application? Unbelievable

   

  I'm officially worn out and you can all be one big happy ESET family moving forward.

• Initial Complaint

  Date:11/29/2024

  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.

  Downloaded a program but immediately deleted it as was useless. Began getting emails and unsubscribed immediately. The emails have continued over many weeks and no amount of unsubscribing has stopped their rude violation of the CAN-SPAM Act.Because of these absusive violations of my time and privacy, I will never ever trust them or do any business with them ever again. They must CEASE & DESIST and delete my email from all their servers.

  Business Response

  Date: 12/02/2024

  Hi ****,

  We apologize for the inconvenience that our marketing materials may have caused you. We have placed a request with our licensing team to stop both of your trial licenses, **************, and **************, right away. Please allow up to one week for the cancelation to stop emails coming to you. Thank you

  Customer Answer

  Date: 12/03/2024

   the "trial" licenses have not been used. the product was weak and deleted within moments of install. they should know this and know that my unsubscribe requests were processed over a month ago and their latest salvo was in violation of the CAN-SPAM Act. Emails sent within the the week would also be violations and this response should have assured that no further illegal abuses of my time would occur whatsoever.
  

  while their reply seems to point to resolution, there is a distinct lack of accountability and a whiff of victim blaming here.

  again, the product is weak and pales compared to those I adopted, was deleted immediately after install, and they have no pings or any activity on the trials for more than enough time for my unsubscribes to be processed and respected under federal law.

  a weak product matched by weak marketing and if not a weak reply, certainly not the sort of upstanding note that I would crafted to someone whose time I had stolen.

  smells like a foul culture to me. no wonder there are so many other bad reviews.

  thank you Better Business Bureau--firewalls like you are critical in the fight against corporate slop and greed.
  

  Business Response

  Date: 12/03/2024

  I don't see a different request in this latest reply. The cancellation of the licenses is being actioned today, I have confirmed with our backend team. If you would like to pursue legal action, you may communicate with our legal team at *********************************** Thank you

• Initial Complaint

  Date:10/08/2024

  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.

  I have been using Eset for many years and now because of poor quality security my tablet has been hacked into and is at the moment unusable. I tried to call technical support but the woman I spoke to was unable to help me to fix the security suite.

  Business Response

  Date: 10/09/2024

  Hi Deborah,

  I'm sorry to hear that you're having a poor experience with your tablet. I'm afraid that our records don't show any interaction between you and our support team since August of 2024. There is no case history shown, and I'm afraid that what you're describing here doesn't give me enough information to suggest next steps. 

  Without more context here, it will be difficult to suggest a solution to your issue. I suggest giving us a call at +1 (844) 824-3738 where you'll be able to speak to one of our support agents and open a case. If the issue is something we can assist with, I'll be happy to follow up. 

• Initial Complaint

  Date:07/28/2024

  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.

  Company promised to accept a money order to extend their services. Money order was sent but product was not supplied as promised company stated it could not supply the product . I tried numerous times with no results. have since got a similar product from another company that also offered virus protectio. I just want my money back from Esetllc.

  Business Response

  Date: 07/30/2024

  Hello, ********************

  After checking with my team on your order, I have found that we have not received your payment at this time. It is possible that said payment is still in the mail, at times it can be slow for mail to make its way through our building and to us. Until we receive your payment, we are unable to process a refund. Thank you

• Initial Complaint

  Date:09/21/2023

  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.

  While using ESET Security, which was compatible with my ******* S20FE 5G purchased brand new directly from *******, using the application and browsers that were accredited and updated by ****** Play as well as ******* Galaxy Store only, while running all available software and app updates along with never giving out my password or personal information, I suffered numerous data breaches. I contacted customer support many times yet never received a satisfactory solution and was brushed off when I voice my concerns. I was using email address ******************* and phone number ************. I also was not given information about my own account that I had the right to and that I had requested.I am no longer using ESET security on any devices or with any email address.

  Business Response

  Date: 09/22/2023

  
  ********,

  It is unfortunate to learn of your complaint. However, with the information available in your case history, I am unable to see how ESET might have assisted you further. You allege that you suffered breaches on your device, however this is not mentioned in any of the six cases that you have opened with our support team, who did attempt to assist you despite the fact that you are using a free, trial license. In multiple cases that you opened with our support team, you provide minimal information. For example, your case named "Otherprog" opened on 2/4/2023, contains only the information "Browser type Instagram installed when I installed the app." 
  
  Each of these cases was followed up on by an agent, however you chose not to continue communication, leaving us no way to help you. I would offer a refund had you paid anything for your license, but as I explained earlier you are using a free license so there is no recourse available to ESET to further support you. It is unfortunate that you feel you must take your business elsewhere, I hope that you will feel more supported by your new vendor. 

  
  

• Initial Complaint

  Date:08/08/2023

  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 have bought ESET from a retailer ESET NOD32 Antivirus 2021 1 Year / 5 PCs - DownloadQty: 1$89.99 Product Key USAX-W34W-MVV9-9ATJ-6HUC Download ESET NOD32 Antivirus I have installed on one pc and there was 4 licenses left but when I need to install the other license it says EXPIRED LICENSE. Since I have activated with only 1 pc I should be able to activate the other four because I paid around 90 dollars to buy that. The license attached with machines and it should go by the installation date and machine id.I need either money back or the 4 licenses should be activated.

  Business Response

  Date: 08/08/2023

  Hi **************, 
  
  The license that you purchased expired in September of 2022. ESET licensing is sold for a fixed term and number of seats, so I'm afraid that you would need to renew the license through our team if you are interested to continue using ESET. Thank you. 

• Initial Complaint

  Date:05/10/2023

  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.

  Product:ESET NOD32 Antivirus License ******************************** License ************** I have bought a license for ******************** internet security from an authorized retailer . It was for 1 PC for 2 Years. While the time I was trying to install the software I got an installation error. I did contact ESET and waited for their response. The response was delayed so I have installed another internet security in my PC. However ESET response back and issued a new key. Since I have already installed another antivirus software in my computer I put the new ESET key beside to use it later. I just installed the NEW ESET key on 05/01/2023 on a new computer but ESET says the license is going to expire on 09/2024 which is not correct. Its a 2 year license and should activate only when install to a computer and expire only after 2 years which is 05/01/2025.I chat with ESET agents online but they keep saying the license was activate by the time they have issued the new key on 09/2022 which doesn't make any sense. NO SOFTWARE SHOULD EXPIRE WHILE SITTING IN THE ****** THE VALIDITY BEGINS ONLY THE *** WHEN IT INSTALLED TO A COMPUTER. I spent 60 dollars for the license. Either I need to extend the license expiry date until 01/05/2025 or I need my money back. The ESET rep I chat with online was very rude and un professional. He was arguing with me and hang up on me.

  Business Response

  Date: 05/12/2023

  Hi ****************, 

  I apologize for the confusion around your licensing. I have placed a request to have your license in-use extended to the May 1st, **** date. Please standby while our licensing team makes the changes, you should see the license updated within a week or less. 

• Initial Complaint

  Date:04/10/2023

  Type:Sales and Advertising 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 was charged for two antivirus security licenses. It is clear that only one of them had been used. When I attempted to contact ESET, their website asked me to email them my issue. Sent it on Mar 1 2023. I then finally got a response on Mar 22, 2023 after I sent it with a blanket response saying they couldn't do anything about it and it was past their refund policy. I had no idea that I had two licenses until I received two emails with invoices for each of them. It is clear that I have not used one of the licenses. It says it was unused. All I am requesting is a refund or credit to my account. I have attached a screenshot of the unused license. I have since called a few times, no one answers their support line. I finally got through today, 4/10/2023, and she proceeded to tell me that she cannot do anything about that. Completely unfair business practices.

  Business Response

  Date: 04/11/2023

  Thank you, ***************, for contacting ESET, 

  I do show records for two licenses purchased 3/21/2022 and 4/06/2022, as well as a more recent renewal order for one of these licenses, dated 3/28/2023. Because the transactions cited in 2022 occurred over one year ago, they are both well outside of our 30-day refund policy and cannot be reversed in our systems. Because we have no way of knowing whether a customer needs multiple licenses, we cannot take responsibility for whether or not the time on a given license is used. 

  We have issued a 90-day extension to the license ************** as compensation for the unused time from your licenses. We have also taken steps to ensure that automatic renewal is disabled for your current license. If you have any further questions, please give our customer success line a call at *************.

  **************
  ESET North America Support

• Initial Complaint

  Date:03/27/2023

  Type:Billing 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 duplicate licenses with this company and there is no way to turn off auto renewal. The license for one year says contact the seller but eset is the one that charged my credit card.

  Business Response

  Date: 04/04/2023

  Apologies for the delay, there appears to have been some technical issue with ESET's access to the BBB portal. We would be happy to assist ********************** in disabling automatic renewal, and I have arranged for a customer success representative to contact him as soon as possible by phone. 

  Customer Answer

  Date: 04/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************