Complaints

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

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  Dropbox, Inc.

  1800 Owens St San Francisco, CA 94158-2381

• 

  Dropbox, Inc.

  333 Brannan St San Francisco, CA 94107-1810

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:04/21/2024

  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 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:

  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.

  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:

  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.

  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:

  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 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.

• Initial Complaint

  Date:04/14/2024

  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 recently noticed a recurring charge for a membership fee on my account and wanted to cancel it. The problem is that I can no longer access the email address I used to register the account, so I cannot log in and modify it from that registered account. The business does not seem to want retail customers to contact them, and I cannot find any customer service number, email, or any other way to contact their customer service. Later, I finally navigated to a webpage that provided a solution to cancel offline by sending a cancellation letter. This month, I'm still getting charged regardless of my **** tracking number, which indicates they have received my email. I am considering contacting my credit card company to block their charge and contacting a lawyer to *** them if necessary.

• Initial Complaint

  Date:04/11/2024

  Type:Billing 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.

  Hello, I had signed up for a free trial of Dropbox then was charged a year later for failure to cancel the subscription (which I hadn't used in months). I tried repeatedly to cancel my subscription on the Dropbox site with my account information, and by calling the (alleged) customer service hotline which was engaged after multiple tries. I contacted my bank to place a stop payment from this business - even if it is a legitimate charge - as my attempts to cancel have lead me nowhere.

• Initial Complaint

  Date:04/11/2024

  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.

  They are charging my credit card. I have never heard of them before 2 months ago. They were charging my credit card and I called the bank. I had to cancel my card and get a new one. They have charged my new card now. I have never given them my info. As I said I have never heard of them before. I have gone through all my electronics and I do not have any subscription to this company. I called my bank and they suggested I call them directly. Unfortunately they do not provide a phone number. You have to use chat. I did that twice and they could not help me. I tried to look up the number that was on the payment they are trying to take but it keeps coming back as an error. I dont know what else to do. How did they get my new credit card number? How can they charge for a service I never purchased or requested.? None of this makes sense. I would appreciate your help.

• Initial Complaint

  Date:03/26/2024

  Type:Product 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.

  About 2 months into a year long plan dropbox stopped synching uploads from one of my computers on a family plan. I contacted tech support via the chat and they were unable to resolve the issue. After a long conversation yield not results or improvement a ticket was submitted. The ticket was closed with notsolution. I went through a similar process multiple times. I would like the issue resolved via phone support a prorated refund for 10 months out of the 12 month subscription that was paid for.

• Initial Complaint

  Date:03/20/2024

  Type:Customer Service 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 have been a Dropbox customer for quite some time. I very much need the service as I have many documents of varying importance, and I need a secure cloud storage account. Today, however, when I tried to activate Dropbox so that I could get into my account, ********************** would not open. I tried several times to activate it with no success. I then received a page-long notice from Dropbox about how I needed to reduce the storage contents and how I can do that. The instructions were helpful, but not being able to get into my account disables me completely. I sent an email to the only email address that I have for Dropbox, but as is far too common among many businesses in ***************** today, all the email addresses are unmonitored, so I have no means of making contact with Dropbox, but I'm supposed to do something in an account that I cannot access. Very nice, eh? I wish that for a change, a business would provide some operative method of making contact when there is a problem. I am sure there is a solution, but hiding from a customer in this manner only punishes the customer and gives service that leaves much to be desired! I am just now reviewing the Camera Uplpads file and have absolutely no idea how these files were ever made, let alone uploaded! I am in the process of deleting them as I review them, but how were they stored there and does deleting them reduce the amount of storage I have consumed? I am left in the dark and need some sort of indication of my status if there is a problem, and if photos are being made and stored on Dropbox without my knowledge, then I am hardly to blame. I want to know how they were stored and how do I disable the uploads without my knowledge or permission, and I certainly deserve to know WHAT is being uploaded. Just sending me a notice that something was uploaded tells me nothing about what it was. I just need to be kept informed, but so far, I have received many instructions that I cannot execute!

• Initial Complaint

  Date:03/15/2024

  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.

  Agency staff have attempted to enter our Dropbox account in order to send and receive documents which is what the account is used for. We have attempted to enter the account multiple times with no success or access. The two factor identification process freezes up. We have reached out to Dropbox previously with no response. We have documents in the account related to ongoing internal and legal issues, in addition to the need to send and receive large file documents and cannot proceed. Our membership and subscription is up to date. They have no manner or process to contact individuals, only bot responses that lead to growing frustration.