Complaints

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

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  Salesforce.com, Inc.

  The Landmark @ One Market Street Suite 300 San Francisco, CA 94105

• 

  Salesforce.com, Inc.

  New York, NY 10036-6757

• 

  Salesforce.com, Inc.

  New York, NY 10036

• 

  Salesforce.com, Inc.

  PO Box 191265 San Francisco, CA 94119-1265

• 

  Salesforce.Com

  16813 N 61st Way Scottsdale, AZ 85254-1398

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:02/08/2024

  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.

  The transaction was on November 10th, 2023; Salesforce arbitrarily invoiced me for 20 times more licenses than employees I have; they never assigned an account rep to ensure we were being billed for the correct number of licenses. When we reached out to deactivate 38 of the 40 licenses they were billing us for, they chose to threaten legal action unless I paid. They are currently harassing me to pay a $18,900.43 bill, or they will shut down my account, which will essentially bankrupt my business, I offered to pay for the two licenses being used and past due usage on licenses used, though they are saying that we are in a contract and we can't change the contract, they're giving me no options and creating a tremendous amount of stress, They are not working with me as I put in two shifts a day trying to turn around my business.

  Business Response

  Date: 02/09/2024

  Hello *******,

  I have just reopened your reduction request case. I see this was being worked on the past few days. I will ensure your case gets revisited. I did see your invoice received a credit memo for the amount of USD ********, but I will follow up on your case.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21266508
  
  I am rejecting this response because: Salesforce acted with predatory means, in not allowing me to cancel unused licenses, I need two sales licenses and for some reason I need to pay for 40 in order for Salesforce to not shut down my account and bankrupt my company
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/13/2024

  Hello *******, 

  I tried to push on your request for reduction internally, and was informed that, "the rejection stands as the *** clearly states that the contract will auto renew for an additional 12 months unless notification is given at least 30 days prior to renewal. We have accommodated the initial reduction request even after that time frame here. We can only go with what was requested and this is what was done here originally."

   

  Customer Answer

  Date: 02/15/2024

  Complaint: 21266508
  
  I am rejecting this response because: I am the only authorized representative at my company allowed to talk about contracts and I have not spoken with anybody about any reduction to my contract prior to February 2nd, Upon which I was told it's too late. industry standard protocol is an account rep reaches out prior to a renewal to check in and see how things are going, no one reached out to me and no bills were sent to me untill after this matter was 60+ days passed due, hence this matter slipped right past the Automatic renewal period, as i was struggling to save my business, and ultimately forced to let go of 30+ employees, Now you're forcing me to pay for all my no longer employees licenses or else you're going to shut my account down and essentially bankrupt my efforts at attempting to turn my business around, as soon as I was aware of this matter I brought it to the appropriate people's attention, It is predatory practice to not allow a consumer to downgrade the same way you allow them to upgrade, excuses like whops this auto renewed now pay us or else, and holding my business hostage because you're bigger and more powerful ang couldn't care less about the little guy, is unjust and taking advantage on a struggling women owned small business. This is reprehensible, please escalate this matter and come back to me with an amicable compromise.
  
  
  Sincerely,
  
  ***********************************
  

  Business Response

  Date: 03/25/2024

  Dear *******, 

  I have attached a screenshot showing that we sent out a Renewal Notice twice in September. You were notified that your Account would renew if nothing was specified not to. I apologize for any inconveniences. 

  Thank You!

  Customer Answer

  Date: 03/26/2024

  
  Complaint: 21266508
  
  I am rejecting this response because: This email is a serious matter concerning a recent unconsented policy change and data access issue with Salesforce.
  
  I never received the renewal notification. While Salesforce claims to have sent it, it's missing from my inbox. As the billing contact and authorized recipient, this is unacceptable. We had a dedicated account rep if she saw that we did not consent to something we needed to consent to, she could and should have picked up the phone and called, She never did untill I emailed her asking to set up a call at which point she told me its to late and jump in the lake, if our dedicated account rep is not tasked with being in contact with her accounts, And this is not the function or purpose of an account rep I don't understand what is.
  
  Furthermore, the renewal is set to automatic, a significant change from prior years. This is concerning, especially considering the missing ************** Agreement (MSA) in any DocuSign I've signed. The linked MSA on Salesforce's website has also been revised multiple times since my initial agreement.
  
  Salesforce's recent policy shift is predatory. Their past approach offered flexibility and accommodation when errors arose. This new tactic exploits existing customers instead of fostering partnerships, and it unfairly targets small businesses like mine, a minority women-owned entity.
  
  Evidence of my past consent to all services is attached. This recent change, however, bypasses my authorization, Salesforce updated its ************** Agreement (MSA) that is hosted on its very own website, and is holding me accountable to these new terms without my consent, I did not accept these new terms and I do not accept these new terms, The Salesforce ************** Agreement (MSA) is a 2 way street, you cant change the rules without consent and then throw me under the bus because it suits you, I've been a loyal customer for four years, yet Salesforce treats me with disregard and attempts to strong-arm me into accepting new terms, and an unauthorized contract, with the very real threat of shutting down my business which they have done this passed Monday by restricting and removing my access to my account.
  
  Legal action is underway. Complaints have been filed with the Attorney Generals of *********** and ********** to investigate this issue fully.
  
  Salesforce is holding my data hostage. Access to collect my companies data is currently disabled, as Salesforce only allows downloads once a week with my next window being 04/02/2024 and downloading it requires me waiting until April 2nd. This restricts my business operations severely, and is potentially illegal.
  
  Salesforce's coercive tactics are wrong. This situation needs immediate investigation and exposure.
  
  By prioritizing short-term gain, they are choosing to lose us as a customer for the long term. Instead of fixing their self inflicted billing errors and maintaining a loyal customer who believed in Salesforce and chose Salesforce CRM to build a business, they are pushing me away.
  
  Whoever is reading this PSA I urge you to take my message seriously and please learn from our past experience, we spend hundreds of thousands of dollars on ********************** over the years and with the flip of a switch and callus disregard to the ramifications of their actions, Salesforce chooses to play God and there's absolutely no one to talk to, the only way you can get a response out of Salesforce is by filing a BBB complaint and still now it's just a dream that maybe someone will reach out and try to fix it, In reality the practices they employ are bigger and better than though and they couldn't care less.
  
  I demand a swift resolution to these concerning issues.
  
  if you got this far the punchline is Salesforce is not a reliable partner, and don't trust them to build a business with
  
  Sincerely,
  ******************************; 

• Initial Complaint

  Date:02/05/2024

  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.

  To set the stage: We were a paying customer of Salesforce. We used their platform to track our sales pipeline. We had internal ************* Avenue 8 admin was a part of the layoffs. Because of that we never received notice that we had an outstanding bill, even though the email from Salesforce bounced back. They never reached out to another person in the company. Because of this, they locked us out of our account & sent us to collections.The issue: We cannot get any of the data from salesforce. We had years of notes & information as well as leads that were lost when they locked us out. I would love to recover the data from when were had an active relationship with them. On top of this, the Salesforce rep has been extremely difficult to work with- **********************. He waited weeks to respond to us or take any action in helping us. He has continued this level of negligence...

  Business Response

  Date: 02/09/2024

  Hello ******,

  I have just reached out to our Senior Manager of Credit and Collections to escalate your data export. I have emailed you the phone number and the Support case link via billing case to get a data export. I will keep working this internally to try and get your data exported. I am sorry for the delay. 

• Initial Complaint

  Date:01/24/2024

  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.

  Need to check if there's an account - Salesforce in regards to my personal Life, found ***** (*****) *****, search engine My reputation is damaged without my testimony from my senior neighbor - *************************. I received in the mail that I have income for several thousands a month from the county adjuster's office (no sign up by me) when my neighbor may have my social security number and my landlord's lease doesn't allow a business activity from home.I don't know if it has my previous relationships with employers.Lastly, she seems to be an information gatherer causing my **** mater, a problem academically.

  Business Response

  Date: 01/31/2024

  Dear *****, 

  I need more information to inquire what card was used. I will email you from the Salesforce email alias to inquire more into this claim. 

   

  Thank You!

• Initial Complaint

  Date:01/22/2024

  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.

  I'm requesting a review of an account. My neighbor may have set up an account with my first name. It was found in a search engine. Her name is ********************* and there may be piggybacking through the wifi.

  Business Response

  Date: 01/24/2024

  Hello *****, 

  I am not finding an Account under your name. I did find an Account under *********************, but I would need more information to verify which Account could possibly be fraudulent. I will email you from our Salesforce billing email alias to inquire more into this request. 

   

  Thank You!

• Initial Complaint

  Date:01/18/2024

  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.

  Hi we enrolled with Salesforce in August of 2023 and made all payments as required by our Agreements dated August 18, 2023. Internally, Salesforce were unable to reconcile our payments to our account and therefore stated that we were delinquent. We provided copies of bank and credit card statements multiple times showing that payments were sent and had cleared our account. Despite this, they sent our account to a collection agency. We furnished all payment information to the collection agency, who confirmed that that all payments were indeed received by Salesforce as we had advised. They are now demanding that we pay the full balance on the annual contract, which is unacceptable and is a breach of our Agreement. Our account was never delinquent and never should have been sent to a collection agency and it is not our responsibility to clean up their accounting problems. In addition to their demand to pay the full balance, we have been shut out of our account for months, despite having paid for their services. We have also spent monies on an outside Salesforce Developer. We want to be reimbursed for the amounts paid to Salesforce for the months that we have been unable to access our account, compensation for the time we have spent trying to resolve their accounting problems and access to our account and services reinstated immediately without having to pay off the full balance of the annual contract which is in our view, abusive and in breach of our Agreement. We have tried to resolve this for months, and simply cannot get this issue resolved so outside of taking legal action, this is our only recourse. Thank you for your assistance.

  Business Response

  Date: 01/24/2024

  Hello ****, 

  I have just looked into your Account, and I see your Contract was Suspended 10/28/2023, and Locked 11/27/2023. The Lock Status was lifted 11/28/2023, and your Account was reinstated 11/30/2023.Your Account has been Active since 11/30/2023, and you should be able to login. I am sorry to hear your service was Inactive for a month. Please reach out to your Account Executive, ***************, *************************** to receive a new Contract. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21162510
  
  I am rejecting this response because:

   

  Thank you for your response. As indicated in the documentation we provided, our Account Executive, ***************, has advised that this is totally out of my control so suggesting that we contact him for resolution does not address the issue at all and is of no assistance whatsoever.I have communicated with *************** on multiple occasions to get this resolved,including leaving him a voicemail on January 17th and a follow-up email on January 19th (copy attached) and he does not respond.  
  
  Additionally, we are being told that we owe the outstanding balance through the remainder of the contract to reactive our account. Since we were never delinquent on our payments, our account never should have been sent to collections, which is presumably why we are being asked to pay the balance.This is Salesforces error and we have no intention to pay an amount which we do not owe.
  
  As confirmed by the response from Salesforce, we were locked out of our account for a month and therefore had no access to our platform that we have paid for. This is Salesforces error and we paid for a service that we were unable to use because of their error. We want reimbursement for the period that we were inappropriately locked out of our account.
  
  Lastly, as per my email to Dylan **** on January 19th (copy attached), we received a notice saying that our Marketing Cloud Account Engagement has been permanently deleted, so we now have damages for Salesforce inappropriately deleting our account and the work we have put into it including fees paid to an outside developer to develop our platform. 
  
  This response from Salesforce is completely unacceptable and because we now have monetary damages in addition to having paid for a service we were unable to access, this needs to be resolved quickly.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/31/2024

  I do see you were sent 3 Debit Memos back to your card. On 12/6/2023 you should have received 2 debits of USD 533.25,and one debit for USD ******.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21162510
  
  I am rejecting this response because the payments they say were returned have not been received. We have checked both our credit card statements and our bank statements. This is also the first I have heard of any credit being issued. We need to know which invoices the credits are being applied to and have funds sent to us.
  
  Additionally, this response does nothing to address any of the other items in our complaint which are:
  
  We cannot reactivate our account:  As advised in our last two communications on this matter, our Salesforce Account Executive, ***************, has advised that this is totally out of my control because it was sent to collections. And because it was sent to collections, the collection agency will not reactivate our account unless we pay the outstanding balance through the remainder of the contract. But since we were never delinquent on our payments, our account never should have been sent to collections, which is presumably why we are being asked to pay the balance. This is Salesforces error and we have no intention or obligation to pay an amount which we do not owe. Salesforce needs to correct this issue so that our account is reactivated.
  
  Marketing Cloud Account Engagement has been permanently deleted: we now have damages for Salesforce inappropriately deleting our account and the work we have put into it including fees paid to an outside developer to develop our platform.  In addition to being refunded for these costs, we are now going to incur these costs again once our account is reactivated. This entire mess was completely avoidable, but has now cost us both development costs and significant time and we want compensation for that. 
  
  Sincerely,
  
  Mark *****

• Initial Complaint

  Date:01/16/2024

  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.

  I subscribed to salesforce.com more than a year ago and was informed that if I did cancel the contract I would still have to pay for the remainder of the year. That was no problem, I had the system but did not use it because it was too different from the system that I was used too, but I remained it active and paid for the year. That part was no issue because I was informed and I obliged. The problem was when I received a call from the company and they wanted to inform me that renewal was coming in 2 months and how was I liking the system. I informed the gentleman that I actually did not use it at all for the whole year and that I was not going to needing it and not renewing for the year.we spoke over the phone a couple minutes and all was settled. Until renewal hit and they charged my card, I found an email of the person that activated my account with salesforce and he stated that he did not see it as canceled and that he doesn't know who I spoke with and I told him that I wanted this account closed and to stop taking out payments from the card and now another payment was drafted and they will not canceled. I told him I have call record of me speaking with a man informing how is it possible that they don't have that notated on their system when they do outbound calls. I truly do believe that I spoke with the same person because he is the person in charge of my account as he stated in the email and don't see a reason why someone else would call to update me on the renewal but him. I sent him a picture of the calls and he said I needed to have the phone call recorded which is ridiculous because you are trusting companies to do their job and not have to record every phone call with a Company unless you don't trust them . I'm not asking for the year that I didn't use I'm only asking for the 2 months of payment they withdrew and also to close my account. It's been weeks trying to get this resolved and we keep going back and forth with no resolution and it is stressing.

  Business Response

  Date: 01/24/2024

  Dear *****, 

  I have just emailed you from our Salesforce Billing email alias. I did reach out to your Account Executive to escalate your request. If I do not receive a reply, I will escalate your claim to your AE's manager. I apologize for any inconveniences. 

   

  Thank You!

• Initial Complaint

  Date:01/02/2024

  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 entered into an agreement with this business for services fee per user. Our contract was modified to reflect a change in the service fee based on total rather the a user fee. Both the Renewals Manager, *******************, and the ** have been incredibly unhelpful.

  Business Response

  Date: 01/04/2024

  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: 01/05/2024

   
  Complaint: 21087182
  
  I am rejecting this response because: The business has not reached out to me to resolve this issue. I do not know what they are referring to, but no contact from the company has been made. Therefore, I reject the notion that this has been resolved. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/11/2024

  Hello ******, 

  I have personally reached out to your Account Executive as well as their manager to further assist you. I know you said they were not helpful before but this has been escalated, and I assure you will get resolved. You should hear from them shortly, as I have asked for their assistance with your claim. 

• Initial Complaint

  Date:12/22/2023

  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.

  My name is *****. Salesforce can contact me directly at ************ or ********************** Our salesforce contract is ********. My boss as a business owner decided to come to me for suggestions on *** software. I had used Salesforce prior to this question and had nothing but good experiences from it. So we pulled the trigger on 18 seats and paid for a full year in advance. Since then the blitz team who initially we dealt with disappeared after promising to help provide support. We purchased our licenses on 8/1 and to this day we have not been able to use it. I send email after email and get nothing but silence. When we finally got on a conference call with someone we were told "don't worry don't worry we will fix it." That was over 30 days ago now. We sent them the list of things we needed done so the *** can be useable to us. Nothing has changed and it's back to radio silence. I logged in today to asked for a copy of the contract. And right after that launched a case for cancelation. I got told since my contract is not up I cannot cancel but only turn off renewal. We paid over $18,000 for a software we can't use. And what does support do for us? Nothing. When I call I get robots. When I email I get silence. When I put in a case I get a generic response. I just want this software contract to be cancelled since no one will help me fix what they promised to fix. Yes the software is able to be used in its current state. But when a company promises something prior to receiving our money and doesn't fulfill that should void everything. In the contract it states that material breach of contract is grounds for allowing a customer have their contract canceled and partial refund issued and that is what i want. Salesforce inactivity in my support of their product deeming it useless to us as a business is the definition of material breach of contract.

  Business Response

  Date: 01/04/2024

  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:12/07/2023

  Type:Sales and Advertising 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 tried to cancel our salesforce subscription 1 month before it renewed. The email to our salesperson was not responded to. We were billed over $14K. It is now in collection. There is no way to contact senior management to complain and resolve. When we were given the new sales person to deal with them refused to cancel us and tried to sell us licenses in spite of wanting to cancel. We want this resolved with a $0 payable.

• Initial Complaint

  Date:11/29/2023

  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.

  I bought a Macbook Pro 2021 16inch one year ago from someone brand new in its box and the laptop never gave me an issue or anything. Now I am getting a pop up message saying "remote management allows the administrator of Saleforce.com to manage this computer remotely." ETC. I tried calling the number on the screen but it gives me a message saying that my phone number is not associated with an account with Salesforce. I contacted apple and they said they can not help me and I must contact Salesforce as well. I couldn't get in contact with the person who sold me the laptop because he passed away from Covid, but I have had this laptop for a year now and never had an issue with it and now I am not able to use it or doing anything on it. I use this computer for school since I am in college, I paid for the laptop and now I am having this issue where I can't do anything on it and I need help being able to use it.

  Business Response

  Date: 12/04/2023

  Dear BBB,

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

  
  Thank you
  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20816373
  
  I am rejecting this response because:
  No one has reached out to me or said anything with me. They are lying about their response. They dont even have the serial number of my MacBook or any information pertaining to my complaint . 
  Sincerely,
  
  *************************