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Business Profile

Data Storage

Dropbox, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Storage.

Important information

  • Customer Complaint:

    Dropbox Inc. came to BBB’s attention in June 2011. A review of complaints was completed in September 2024.  

    Consumers are encouraged to review the links below for information pertaining to billing, plans and cancellation.

    https://help.dropbox.com/

    https://help.dropbox.com/plans

     

Complaints

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

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Dropbox, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 262 total complaints in the last 3 years.
    • 80 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:05/21/2024

      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 Dropbox Basic by mistake. When I received emails from them, I clicked on their Unsubscribe button, which takes you to a 404 Error page. Some of the Unsubscribe "links" do not take you anywhere. I went to their website to make a complaint and/or request to be removed, but I am not allowed to email support requests/cancellations unless I upgrade to another level. What a sham!

    • Initial Complaint

      Date:05/12/2024

      Type:Customer Service 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.
      Bad customer service and they give me 2tb but they lie to me

    • Initial Complaint

      Date:05/12/2024

      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 keep getting charged a yearly subscription service after I cancelled my service in 2022. They is no way to actually talk to any one in customer support. My account was setup with my former employer email account. I no longer am employed by that company. So I know longer have access to my old work email. But my former work email is the only way to access my account. They have no live customer service. I just want a refund and for them to stop charging my credit card every year.

    • Initial Complaint

      Date:05/08/2024

      Type:Order 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.
      On 5/1/24 DropBox reported a breach of data. Subsequently, I needed to reach out to each client with a drafted letter from my attorney:On 5/1/24, I was informed by Dropbox Sign that they experienced a security breach on 4/24/24. Upon hearing this information, I contacted the company for clarification to understand how this breach may have impacted you. I am aware that trust and confidentiality are big components of the therapeutic process. According to the correspondence received from DropBox, "email addresses and names were exposed for those who received or signed a document through Dropbox Sign or HelloSign account, but did not set a password." DropBox did report that they "found no evidence of unauthorized access to the contents of users accounts (i.e. their documents or agreements)." DropBox added that it was working around the clock to understand what happened and limit any impact on users.Here is a Q&A from the company: ************************************************************************************************************* A recent security incident involving Dropbox Sign - Dropbox Sign Information on a security incident involving Dropbox Sign.sign.dropbox.com ? Since this notification, I have deleted all signed documents from Dropbox Sign that can be accessed through the portal and I will no longer use this company for electronic signatures and consent documents. While I am aware that I do not work for DropBox, I do apologize that your email address and name were potentially exposed, and it may be good to change email address passwords to protect secured accounts. Again, please accept my apology for these circumstances.Sincerely, ***********************, MSW, LCSW Based on this letter, I am unable to use this service and would like partial reimbursement. I have requested arbitration (in there terms), but they have not responded back.

    • Initial Complaint

      Date:05/05/2024

      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.
      On May 5, 2024, I received an e-mail from "Dropbox Sign" stating that my information was compromised. Initially I did not even recognize the company name, but after some research, I think I may have used it quite some time ago at the request of a state department of revenue. I went to Dropbox.com and accessed their chat where I was connected with ***. I asked to have my account closed and information deleted, but was told they were unable to do that. First, I was told I did not have an account at all, then they finally admitted that I did have an account! They provided me a link with instructions to close my account on my own. I followed them, but the last step was to click "cancel plan" and it didn't say "cancel plan" anywhere on the page. I told them that, and they said that was because I did not have a paid plan. I said that whether it was paid or not, I still wanted it closed after what happened. Despite spending quite a bit of time on this chat, I was not able to get the account closed.

    • Initial Complaint

      Date:04/23/2024

      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.
      Trying to cancel my Dropbox account because its too expensive and they refused to do so and leave my account active and charged me for subscription.. just cancel my account so I can go on with my life it taking too long

    • Initial Complaint

      Date:04/21/2024

      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.
      I wanted to make Dropbox files online-only by default, so I did a search to get instructions. Here's what appeared:* Click the Dropbox icon in your menu bar (Mac) or notification center (Windows)* Click your profile picture or initials in the top-right corner * Click Preferences * Click the Sync tab * Click the dropdown next to New files default * Select Online-only The instructions seemed to relate to something that I did not find before my eyes. After I clicked on my profile picture, from that point onward, nothing matched anything that I saw on the screen.I very much want to do this operation, but when the instructions describe something that I don't see before me, I am left helpless. I searched, but if I explored all the links that came up on ******* either it gave me these instructions, gave me other instructions that described something that I did not see, or demanded money from me. I don't get Dropbox for free, but to be charged more than once is not something I can accept. I don't think I am demanding anything too extreme. I would have to say also that there are clearly some things about Dropbox that I have never really understood. It seems that some files get transferred to Dropbox from my hard drive without me putting them there. I really do need more instructions because I am clearly not doing things correctly.

    • Initial Complaint

      Date:04/20/2024

      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.
      For the last 3 or 4 months I have been getting a charge drafted from my checking account to pay for a ********************** subscription that I do not want or need. A few months ago I canceled an email account that I have had for a long time because I was tired of getting spam emails. That was the email address that I used to setup the dropbox subscription. When I decided that I no longer needed nor wanted the dropbox subscription, I tried to login to my dropbox to cancel it, and for the first time ever, it wanted to do a two-step verification by sending me an email to the email address that no longer existed, and there was no other option for two-step verification. Therefore, I have not been able to access the dropbox account to cancel it, and I am still being charged for it and can't even use it if I actually wanted to because I have no access to it. I have had multiple conversations with dropbox representatives through emails and they tell me to do things that I am unable to do, and they refuse to speak with me on the phone to help me get this issue resolved. They have made it seem as if there is no way that they can cancel the account and stop the recurring charge and I also have no way of doing it myself. I am feeling as though the company does not see this as their problem, but instead it is my problem. I need their help to get this problem resolved, and they are not being helpful.

    • Initial Complaint

      Date:04/20/2024

      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.
      On October 28, 2023 I purchased a 1-year subscription to Dropbox Backup. The service was advertised as "easy to use", "automatic", and "fast", and it did not meet any of those descriptions. It did not back up automatically, it showed many error messages which could not be resolved, it constantly used 100% of one CPU, significantly reducing my computer's battery life, and finally, it did not even back up all of my files - the progress indicator stayed at 99% for days, and when I looked at the backed-up files online, some of them were missing, and nothing had been updated since the first time I attempted the backup. In summary, the product significantly degraded my computer's performance, and the product did not even work.I filed a support ticket with this information in an attempt to get the product to do what it was advertised to do, but the response wasn't very helpful - they pointed me to an article on their support website, which I had already found and followed, to no avail. I then asked for a refund of the subscription fee, since the product did not work, but they refused. Overall, it was a very frustrating and disappointing experience.I've attached a PDF of my exchange with Dropbox support, and the confirmation email they sent when I signed up for the service.

    • Initial Complaint

      Date:04/19/2024

      Type:Customer Service 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 completely scammed by the sales team selling me on product features that do not work and do not exist. I agreed to a Business Plus Plan for 3 users. I was charged for 5 users. I was refunded for this and then despite paying for the Business Plus Plan for 3 users my account was not given the "Plus" features. I have tried via the website and customer service to upgrade to Plus and get the features from it. I am out over a thousand dollars, have very upset customers and am losing business bc I cannot use this service. **************** does nothing but tell me how to upgrade myself, which doesnt work as proved by screenshots and screen recordings, so they open a ticket for a specialist to resolve my issue, however there is never any follow up from any specialist or response to any open ticket. I cannot cancel nor use this plan without the specialist. This company needs to make this right. Either upgrade my plan to I can use unlimited templates or refund and close my account completely. Right now I cant get an upgrade to use the features which I want, but I also cant cancel... I am in support specialist purgatory.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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