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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

Find a Location

Dropbox, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 196 total complaints in the last 3 years.
    • 62 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:12/08/2023

      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 June 22, 2023 I purchased a Dropbox Business account that advertised "as much space as you need" promising unlimited storage for my team. This was for $864 *** annual paid up-front. I have an email from dropbox with that specific verbiage acknowledged.On September 28, 2023 Dropbox sent an email notifying their intent to change the plan I had purchased to a limited plan capped at 15TB, which conveniently was what I was using, forcing my hand into upgrading and paying more to unlock my data.Now in November an December, my account is full and my team cannot use it for production work without purchasing more storage or detailing critical files. I have contacted Dropbox and accused them of breach of contract but their terms and agreements give them ************************* to change the agreement at any time. I see this as a bait and switch tactic of offering a product and once a customer has bought it and committed to using it, switch it out with an intentionally limited version to force an upgrade.

    • Initial Complaint

      Date:12/07/2023

      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.
      For thge better part of two months I have attempted to receive a refund for a subscription.I have spent hours on hold to be dropped. Had emails stating that they can not refund prepaid accounts.

    • Initial Complaint

      Date:11/28/2023

      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.
      Its been several years. Ive texted customer service, tried deleting my account information, no response at all. Some months ***** was taken out twice, I signed up but it was for a business dropbox. I never used it. I tried cancelling but the company keeps pulling my ***** out every month. I just want them to repay all my money they stole from me.

    • Initial Complaint

      Date:11/14/2023

      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.
      After searching both within the Dropbox website's page, including thoroughly searching **********************************************, and looking rather thoroughly online on Nov 14, 2023, I find no way to contact their support or billing offices to ask for a refund.I have found no way to ask for a refund, even from within my account when logged in.

    • Initial Complaint

      Date:11/11/2023

      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.
      Cannot cancel my account. Instructions for how to cancel do not lead to a successful cancellation. Instructions appear to be deliberately misleading

    • Initial Complaint

      Date:11/08/2023

      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 have not paid the business anything.I have used Dropbox for the last 10 years or so and my recent email was disabled by ****** because of personal reasons and now that I can't log into Dropbox to get all my family photos and memories I'm very sad. Some family members that have passed away are in the photos that I have stored in Dropbox and now I can't get to them because my old email is no longer active. ************************ is my old email. And I can't get into it to verify my Dropbox account because I have a new one. And Dropbox support is non existent. One of the worst companies to rely on for your files.

    • Initial Complaint

      Date:11/01/2023

      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.
      In 2019 Dropbox advertised an "unlimited' storage plan, I reached out to confirm it was unlimited because I have a large amount of data. At the time I had 3TB and was storing it on ****** Drive. In a bid to win over ****** customers, Dropbox falsely advertised unlimited storage. When I reached out to confirm if it was truly unlimited and if that would ever change, they said it would never change. At that time I made the decision to take on the time consuming task of migrating my 3 Terabytes of data to Dropbox and purchasing their unlimited plan for $75USD a month. More than 6 times what I was paying ******, but the unlimited advertisement induced my decision as I knew I would be creating a lot more in the coming years. I paid this amount every month until they starting taking more out without any advanced notice.Then, I received a notice that they would no longer offer unlimited and all customers they falsely advertised to and baited to switch from ****** were now subject to incredible increases. For me, I have **** TB. They said after 15, I'd have to buy increments of 5. When I reached out to complaint about the unethical business practices and breach of contract, they ignored my requests and simply copied and pasted the plan changes. This illegal and false advertisement induced my purchase, had I known there was a possibility they would change their plan, I NEVER would have migrated my files and data to them. Now not only can I not afford to continue my storage, I have to seek another solution, pay for that which may cost thousands if I have to move to a server, and spend the time replacing all of my file links for tens of thousands of pieces of data. Dropbox knew when it advertised to potential consumers about an unlimited plan that it was unsustainable. Dropbox willfully induced thousands of US consumers to switch to their company promising an unsustainable plan it never intended to offer forever, but instead, promised, in writing, to do so.

    • Initial Complaint

      Date:10/28/2023

      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.
      For at least two years, I have been trying to log into the **************** simply to see what files I have in there and then decide if I want to cancel the service. I am charged $15.98 per month for a Drop Box account that I cannot use, and I cannot use it simply because the email address for my DropBox account, ******************************** no longer exists, and I cannot change the email address unless I log into DropBox. The problem is, with a defunct my email address, I cannot pass the second step of two-factor authentication, where DropBox sends a 6-digit code to my account email as well as to any other linked devices. Since there are no linked devices and the email address no longer exists, I am not able to receive the 6-digit code and log in, even though I know the password and I know the email that I used to use for the DropBox account. ********************** does not have a phone number I can call, as their phone number is only for sales and directs me to the online ************ which sent me to the above link which does not answer my question. There is an AI ChatBot which does not know the answer to my question. I would like DropBox to allow me to access my account, retrieve all my files, and then let me cancel my account. I would also like DropBox to refund me $383.52, which is $15.98 times 24, for the past 2 years in which they have charged me for an account I cannot access.Sincerely,**** ******** ******, ** Cell: **************** ************************

    • Initial Complaint

      Date:10/25/2023

      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.
      Hello, 10/24 I went to access my Dropbox account to find that it had been disabled. I reached out to Dropbox support. They asked me why I think it may be disabled. I answered; I'm not exactly sure why my account is disabled. I am a long-time user and have been paying for extra storage for quite some time(5+ years). The application/storage is used for both business and leisure. This is but not limited to Being a content creator/working with content creators for Onlyfans, and other social sharing networks. I use it for storing unreleased MP3 files/music that I create as an artist. Also, saving and creating memories of myself as well as my loved ones along with other memories from my child's 1st steps to my mother's obituary I created. Nonetheless, I went to upload some music so I could share a link with someone who was to be featured on the song, and it said my account was disabled. Earlier in the day today I got notifications that my passwords may be compromised across several websites, not exactly sure how but I believe those websites along with this Dropbox may be compromised. At the time I took no action but currently getting emails to change my passwords on multiple things. Dropbox replied by stating "The account has been disabled for a violation of Dropboxs Terms of Service and Acceptable Use Policy." In the 5 years that I have dealt with Dropbox I have never violated the terms of service. I asked Is there any proper channel or I can go through to correct this? I can provide whatever verification is needed. They stated that the account would not be re-enabled. There is no investigative techniques to help the actual user. I only get copy & paste responses. Treated unfairly and unjustly. The only thing I'm concerned about is gaining access to the memories of my life. My child's 1st steps, remnants of my mother's funeral, and important business data is gone forever. It's not right! My attorney will intervene if a resolution cannot be reached!

    • Initial Complaint

      Date:10/20/2023

      Type:Sales and Advertising 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 decided to re try Drop box for 30 day free trial. I emailed the company and cancelled the service on 8/7/2023, tree days before the 30 day trail period. I received an email back from ****************************************** where *** ( last name was not given) informed me that the I will be cancelled and that no fees wlll be charged. I have this email document. When I reviewed my bank statement in August and in September, I noticed ***** per month charged. I contacted them via the same Email and communicated with one ******* a few times and even shared the email from *** with a case # to prove that they received my request for cancellation and said they will cancel and not charge me. Dropbox notified me today that they are unable to refund me and to contact the bank to dispute it.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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