Business Profile

Computer Software Developers

Salesforce.com, Inc.

Headquarters

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Complaints

This profile includes complaints for Salesforce.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

89 total complaints in the last 3 years.
29 complaints 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.

Initial Complaint
Date:08/09/2024
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 wanted to use Slack for my business so I contacted Slack customer support. They then told me I had to speak to ********** customer support because ********** bought Slack. I spoke to multiple representatives at ********** and no one could figure out what account I needed. One person told me a free account would work for me. Another person told me an account that costs hundreds of dollars was needed. The person who told me that I needed an account that costs hundreds of dollars sent me the document to get the account started. I signed it and then this person went on vacation so nothing was set up.Then other person that told me I needed a free account got back to me. They went on vacation and sent a delayed response. It turns out that I do NOT need a paid account. I received conflicting advice from the ********** sales team. I believe one person just wanted to get a commission out out me and the other told me the truth. Now I am getting notifications that because I signed the agreement, my account is going to collections. ZERO services have been provided. I had asked MULTIPLE times for this to be canceled and have been told no. ZERO services had been provided and I received not honest advice from the ********** sales team. I am asking that my account please be canceled and not sent to collections. This is the absolute worst sales and customer experience I have had in my life, and I am writing this on the BBB because the ********** team is not honest, and I am being sent to collections for a service that was never set up.
Business Response
Date: 08/27/2024
Dear BBB,
I will work internally with their Account Executive to review their request. I have turned their Auto-Renew to No. This means they will not receive any invoices after their Contract date of 5/30/2025. They currently have a balance due of USD 305.56.

Thank You!
Customer Answer
Date: 12/13/2024
Hi, how can this be reopened? Sales Force has now sent me to collections for a service that was never responded. They replied that they would look into it and fix it, they have not.
Initial Complaint
Date:07/31/2024
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 purchased salesforce on June 5th my sales have dropped about 80k yoy may have to do with the fact my AE wrote to me he lied to me about the product and should have never sold it to me. He also wrote he ignored FL 72 hour cool down law on your email. I tried to speak to someone anyone who could help it just is a disaster. I really am not sure waht to do.
Business Response
Date: 08/01/2024
Dear BBB,

We have reviewed the customer issue and our representative has worked with the customer to accommodate their request. This issue has been resolved.

Thank you, Salesforce Customer Success
Customer Answer
Date: 08/01/2024

Complaint: 22069680

I am rejecting this response because: I still dont have my data that I paid thousands of dollars for back. Also your senior counsel said a loa would come Tuesday I have yet to see it. You gave me data like cadence position. Guess what I didnt use your dialer because your experts didnt know it. Which is why I cancelled. Your lawyer can get my data its going to be costly and time consuming but you cant ****** it

Sincerely,

*****************************
Initial Complaint
Date:07/08/2024
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 signed up for a trial with Salesforce for their CRM System. They lied about certain benefits and I called to cancel within the cancellation period. The agent said it would be cancelled and refunded. This was all on a recorded line with Salesforce. I got charged again later and they said the representative that said that was no longer with the company. When I emailed salesforce, they ignored my emails for a while and eventually said there was nothing they could do.
Initial Complaint
Date:06/12/2024
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.
4/25/2024 we tried to use the salesforce starter product to help use a CRM technology for our business again. We used Salesforce in the past and thought we could use it again. Sadly we could never even log into the product. I messaged the *********************** "Not working. I keep clicking on reset password and it says when i click the link to reset a error on the top says its been over 24 hours or the link has already been used." We got a reply back from ********************** which says: "Sorry, we can't enroll you in a Salesforce trial because the email address you entered is already in use. To sign up with a different email address, go to **LINK REMOVED**We look forward to your enrollment in our free 30-day trial."This email indicates to us we have 30 days to try this out as well. So we tried to log in again and found out we could not get in. We reported to *********************** our sales person of these issues we had as well and he tried to resend the contract and even went as far to change the email address on our account. which did not work. We then requested to leave our contract as we were unable to use the product and had not interest in continuing to try to use it. *********************** refused to cancel our contract so we are not refusing to pay for this product as even today unable to use saleforce since the day we signed the contract.
Business Response
Date: 06/17/2024
Dear ****,
After viewing your Account, I see you signed an Order Form, which I have attached below. Because you had an Order, you no longer were on a trial, you purchased. You were ineligible to cancel mid-contract. I apologize for any inconveniences.

Thank You,
Salesforce Customer Success
Customer Answer
Date: 06/17/2024

Complaint: 21841276

I am rejecting this response because we made attempts to your sales rep and support to get our service working. According to the contract and our agreement you are in violation as we never where able to get into the product which allows this contract to be null and void. We notified your sales rep and support we had issues and never where asked or helped to fully get into the product you sold to us. I would ask you review that and get back to us.

Sincerely,

*********************
Business Response
Date: 06/21/2024
Dear BBB,
We have reviewed the customer issue and our representative has worked with the customer to modify their contract. This issue has been resolved.
Thank you,
Salesforce Customer Escalation
Initial Complaint
Date:05/31/2024
Type:Billing 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.
On 1/28/24, I spoke with *************************** as I was concerned I had a duplicate account with the company. The customer service representative stated they were able to locate the duplicate account and had resolved the issue.In May 2024, I began being contacted by a collection agency (although they denied being a collection agency when I asked) over payment. I provided the agency with evidence of the payment I made on 1/28/24 in the amount of $974.25. I later followed up with a copy of the invoice I had paid (invoice #******** on account #***********. However, Salesfoce is cobntinuing to try to get me to pay an additional $907 for the duplicate account that I had called about on 1/28/24 when I made the payment for $974.25. This account is for software and there is no reason for me to be paying twice for the same software. Unfortunately I did not save the reference number from 1/28/24 as I had every reason to beleive for 5 months that the matter had been resolved.It is also concerning that the collection agency who contacted me denied being a debt collector and instead answered "we are affiliated with Salesforce" when I asked point blank if they were a debt collector. The reason I asked this question as a debt collector would not have access to their systems to see the problem was related to a duplicate account. Their initial response led me to incorrectly beleive they would have access to Salesfoce information.I thought debt collectors were required to disclose who they are?Thank you for any assistance you can provide me.***************************
Business Response
Date: 06/07/2024
Dear ***,
After looking into both Accounts, I did not find any Cancellation requests for either Account. I can cancel your current Account, listed under "Person: ***************************", but unfortunately since there was no cancellation request for the Account, "OPPORTUNITY CENTER FOR THE HOMELESS" the only resolution would be to make the payment with the 3rd Party Collectors to be in good standing with the debt collectors. If you do not with to continue with the Account under your name, I can log a cancellation request.

Thank You,
Salesforce Customer Success
Initial Complaint
Date:05/24/2024
Type:Billing 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.
Our company was acquired by a competitor in August 2023. We attempted to terminate our agreement with Salesforce, as allowed pursuant to paragraph 12.8 of ***************** Services Agreement. We believed the issue had been resolved, based on our follow-up, but received a collections notice. Below is a timeline, along with attached correspondence.January 7th, 2024: Received an e-mail from *********************** at Salesforce about a past due payment.January 8th, 2024: Responded to the e-mail from *********************** stating that we had been acquired in August 2023 by another entity.January 18th, 2024: Received an e-mail from Cattleya ****** at Salesforce stating that our contract is not eligible for cancellation February 1st, 2024: E-mailed *********************** and billing escalations, stating that, as of 8/18/23, Asphalt Solutions had been purchased by ************************** a direct competitor of Asphalt Solutions. As of 1/1/24, and pursuant to paragraph 12.8 of *************** Services Agreement, ************************* has terminated the Agreement and Order Form between **************** and Asphalt Solutions. February 26th, 2024: Received an e-mail from **************************** at *********, asking us to reach out to our account executive (*************************/*******) to assist with our request.February 28th, 2024: Received an e-mail from *************************/*******, stating that they were working with their internal team to have my request addressed.March 25th, 2024: Received an e-mail from Salesforce stating that our case had been successfully resolved. We took this as evidence that our agreement had been terminated.May 16th, 2024: Received an e-mail from ***************** at Radius Global Solutions that our Salesforce account had been sent to collections.
Business Response
Date: 05/29/2024
Dear ****,
I apologize for any confusion, and unclear communication. After looking into your Account, I do see a Cancellation request was logged 2/28/2024, but the request was rejected. The reasoning listed on the case was as follows, "A customer being acquired is not grounds for a mid-contract cancellation, unfortunately. Asphalt Solutions signed a legally binding contract (Q-06705571) that is active through Dec 2025.

The customer's options are:
- leave contract 03310908 where it is on Asphalt Solutions
- or, you can work on a license transfer to move the contract to Heartland (the acquiring account)."
I do see your Contract was set to end 4/25/2024. All Cancellation requests or Contract Modifications have to be made 30 days prior to your renewal. I apologize for the inconvenience! I have attached your original Order Form referenced above in the attachments.

Thank You,
Salesforce Customer Success
Customer Answer
Date: 06/04/2024

Complaint: 21757298
Thank you for responding. I'm forwarding the Assignment language from our ****** Services Agreement.
"Assignment. Neither party may assign any of its rights or obligations hereunder, whether by operation of law or otherwise,
without the other partys prior written consent (not to be unreasonably withheld); provided, however, either party may assign
this Agreement in its entirety (including all Order Forms), without the other partys consent to its Affiliate or in connection with
a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets. Notwithstanding the foregoing, if a
party is acquired by, sells substantially all of its assets to, or undergoes a change of control in favor of, a direct competitor of the
other party, then such other party may terminate this Agreement upon written notice. In the event of such a termination, SFDC
will refund Customer any prepaid fees covering the remainder of the term of all subscriptions for the period after the effective
date of such termination. Subject to the foregoing, this Agreement will bind and inure to the benefit of the parties, their
respective successors and permitted assigns."
As was explained in our original response, the acquiring party, ************************** is a direct competitor. And as noted above, the Agreement was terminated, with ************************* providing notice dated January 1st, 2024.
We reject your response.
Sincerely,

***********************
Business Response
Date: 06/07/2024
Dear BBB,

We have reviewed the customer issue and our representative has worked with the customer to accommodate their request. This issue has been resolved.
Thank you, Salesforce Customer Success
Initial Complaint
Date:05/21/2024
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 purchased a license for TABLEAU software license online and paid $960 for a year's subscription. I never received a license code which meant that I could not use the software. I downloaded the software but it would not run without the code. I contacted customer support twice and did not receive helpful assistance. I emailed the business office and requested a refund. The reply stated that I would not receive a refund and my license would continue until the contract end date. I contacted them again to say that I did not have access to the software and could not use it, thus I should have a refund.
Business Response
Date: 05/21/2024
Dear *****,

We have reviewed your customer issue and our representative has logged a case to modify your contract. This issue has been resolved. We are awaiting a response to your request. You should receive a reply shortly from Salesforce Billing.

Thank you,
Salesforce Customer Escalation
Initial Complaint
Date:05/14/2024
Type:Billing 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 onboarded with Sales Force in late 2022. Before moving to SF from our previous vendor we had numerous calls with SF account managers and Topsis (implementation partner) communicating what we were looking for and were ASSURED this would not be an issue. Top of the list topics were reporting and commission tracking. We are in our second full year of this partnership and STILL do not have the product that they told us we would have. They introduced us to a new implementation partner to fix the issues but expect US to pay for these fixes when we were clear of what we needed, and they have yet to deliver that product. I had a call with our NEW account executive, *****, and a red account person, *****, on April 4th. I have repeatedly emailed asking for updates as to either a credit on our account or for them to pay this new implementation partner the necessary cost to get us to where we need to be regarding these two issues only. During the call on 4/4/2024, I asked them to pull the recorded calls from our early days and send them to me to prove that they were oversold and have under delivered, but I have seen nothing. I KNOW the calls were recorded because we were told that at the beginning of the meetings. The new implementation company is very knowledgeable, and I have no doubt they can resolve the issues, but they need to be paid for their work. I don't feel it is just for me to have to pay them AND pay Sales Force when Sales Force executives misled me during the sales process. Now, they are apparently burying the recorded calls which would prove this. I am requesting a credit to my account for two quarters fees to accommodate the payment for the new vendor to complete the reporting and commissions errors. I would like this processed before my next billing cycle. These reports are vital to my business, and I am losing money in my business by not having accuracy in these areas. Sales Force needs to be accountable to this.
Business Response
Date: 05/15/2024
Dear BBB,

We have reviewed the customer's issue internally and addressed implementation issues. We are working to get a courtesy credit applied.

Thank you,
Salesforce Customer Success
Customer Answer
Date: 05/15/2024

Complaint: 21711664

I am rejecting this response because:
I appreciate the response from the business and I am not actually "rejecting" it, but didn't know how else to respond without indicating I accept it. It has been SIX weeks since our last call regarding this matter. I feel that is more than a fair amount of time to evaluate and give the proper credits. There MUST be some notes on my file that would indicate a timeline for this to be finalized. Sales Force does not initiate contact with me regarding this matter. The only time I have communication is when I initiate an inquiry.

I just got off a call with with the new implementation partner. Their costs for what they have done so far is at the $5,000 **** and they are not finished, yet. They said the estimated amount will be between $7,500 and $10,000 to get us the the initial point we should have already been to. What I am asking for is account credits to cover these fees so I can redirect those funds to them to pay for their work. If this is not acceptable, then Sales Force can pay them for the work they are doing. Either is fine with me, but I want to make sure that Cloud Forged (new implementation partner) is paid for their work and I don't feel it is fair for me to have to pay Sales Force AND them at this time.

Again, I would ask for a CLEAR date as to this resolution.

Sincerely,

*********************************
Business Response
Date: 05/21/2024
Dear BBB,

We have reviewed the customer's issue internally and addressed implementation issues. We are working to get a courtesy credit applied. All previous requests were denied. A new case has been logged. I do not have an exact time when this should be resolved at this time.

Thank you,
Salesforce Customer Success
Initial Complaint
Date:05/04/2024
Type:Billing 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.
My company uses Salesforce because its software we know. However, now that weve had about 4 months of service with them, were rethinking our commitment.First, the software is insanely expensive and the basic out of the box functionality is not reliable. (Salesforce, check my trouble tickets) We have had to employ a third party expert to get in and make changes to things like admin vs general user permissions- you know- because why would we want a general user to be able to delete other peoples records? When the expert then says hmm this is odd, the changes Ive made arent working. Ill have to submit a trouble ticket, I am now paying the person to get your support people online to tell him its a glitch on their end and nothing he can fix. Please stand by and well flip switches on our end I still have to pay that person for Salesforces issues. So for that, Im quite irritated that the cost isnt the cost. I have to pay a professional because I dont know if Im doing it wrong or if salesforce just isnt working today. Functionality issues aside, the billing department is useless. We would have been able to accommodate your requests IF YOU HAD reached out to us prior to xyz date.My reply: I have forwarded you two examples of when I reached out prior to xyz date and received no response.Salesforce also doesnt tell you that theyll discuss your account information with anyone THEY THINK they should! The information they provide you wont be accurate anyway- so it really doesnt matter.Does this inaccurate and unauthorized information exchange matter to them? No!***** get a reply that YOU should know better. But not an actual apology for their misinformation or mishandling of information. It doesnt matter if this issue causes a panic, costs money on our end, or eats up our own valuable time. Everything is the customers fault.
Business Response
Date: 05/15/2024
Dear BBB,

We have reviewed the customer issue and our representative has approved the cancellation for the customer contract and the invoice will be credited.

Please consider this issue resolved.

Thank you,
Salesforce Escalation Team
Initial Complaint
Date:05/03/2024
Type:Customer Service 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 had some problems using trailhead which is great by the way. The company salesforce is also great. However I am in a situation where I can't communicate with trailhead. I recieved an email saying this is the first reminder of a case I started and I thought had been closed. It sounded like a threat that if I don't respond I will be kicked out of trailhead. I am on food stamps and disabled and I don't want to lose this wonderful free training. I have no reliable way of letting them know that I want my cases "plural" closed. I had to open a ticket to let them know. I think this is a great company I just have trouble communicating with them.
Customer Answer
Date: 05/06/2024
I wanted to add to my complaint that I used the link that they included in the email and I could not close the cases. The email was threatening because it said "first reminder" and that indicates after a certain number of reminders there would be consequences and I don't want my account closed because I couldn't close my cases "plural". I hope I don't have trouble with trailhead now because I complained. I need that training.
Business Response
Date: 05/06/2024
Hello ******,
Thank you for your feedback!

Thank You!

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Salesforce.com, Inc. is NOT a BBB Accredited Business.