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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.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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:01/31/2023

      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.
      closing the account.

    • Initial Complaint

      Date:01/22/2023

      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.
      I canceled my Dropbox subscription and deleted the account on July 25, 2022, but they continue to charge my credit card without my consent. I have attempted to contact them to stop, but they say they cannot find my account. The account was under the name ***************************** and the email under the account is ************************ They have charged me $12.79 every month even though I canceled. I seek a refund of these unauthorized charges.

    • Initial Complaint

      Date:01/13/2023

      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.
      My issue is below. a half dozen communications with support resulted in nothing except they agree I made a payment, and agree my service was not restored. They say they can't access Apple's payment system, and Apple says the same. The amount of time ive devoted to this is ridiculous. Ticket #********: Dropbot Support Chat The person Ive spoken to the most is ******.

    • Initial Complaint

      Date:01/09/2023

      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.
      I have charges on my credit card for months that I discovered today for a DropBox account. I have a Transaction code and a phone number. Have had zero luck to get through to someone. There website keeps directing me to log in to cancel my account.I have no login so I am unable to cancel.I will cansel through my credit card but I need to get a full refund for those monthly fees.Fees have been $21.31 a month I can only look back 12 months and it has been charged monthly.800 # showing on my credit card is ************ Last transaction code is BCDDH3DMBQJC

    • Initial Complaint

      Date:12/21/2022

      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.
      Dropbox does a recurring billing every month and there's no voice customer service. I downgraded to the "Plus" version thinking I'd keep my features. To my dismay, the Watermark feature was eliminated. I immediately cancelled my account since I have no use for this platform.They charged my Amex without alerting me to these changes with my service.

    • Initial Complaint

      Date:12/12/2022

      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.
      Dropbox makes it impossible to speak to a human with a problem.Their support tickets are not accessible. I want to change my plan but I have no way of doing it, thus I was billed for a plan larger than I wanted.I can't access my account because I have lost access to the email the plan was registered with but I can not get any support.

    • Initial Complaint

      Date:11/29/2022

      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.
      I cancelled my subscription to Dropbox back in **** **** kept charging me. So I went through my ****** account and cancelled them. **** kept charging me. **** will never give you a number that can talk to someone. The customer support will never file a claim. It ********** you back to the beginning. I finally had to call my credit card company and have them blocked over $10 a month. Do you know how stupid I felt going to my credit card company over $10 a month.

    • Initial Complaint

      Date:11/28/2022

      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've been a customer with ********************** since probably 2007, a very happy customer I should add... Until today, I noticed some syncing issues and I was unable to login to my account. Only to be told I need to reset my password and then finding out my account had been disabled, no warning, no notice. I've contacted support through there ticket system, only to have my ticket deleted immediately. I have files in my Dropbox account that are irreplaceable. To simply have my account deleted and support to ghost me is just outrageous. This company is operating in bad faith to its paid customers. They've basically decided to delete my entire digital life, call me a fool for putting my trust in their service. I have been offered no solution or compromise, nor even an explanation why. I want my files returned to me and explanation why this is an acceptable way to run a business. I will be recommending all friends, family, and business take their business else where.

    • Initial Complaint

      Date:11/28/2022

      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.
      Dropbox sends me emails to update my payment information, but the instructions given as to where to do the update are worthless. I had some brief contact with the Dropbox Community, but as I saw, getting clear, usable instructions apparently aren't allowed there. I actually did a screenshot of the instructions given to me to check to see what plan I had. I am attaching the instructions to show what I found. They said to sign into Dropbox.com, which I did. Next, they said to click on my avatar, which is supposed to include a picture of me; never mind that I was never told that it was required. Then the instructions say to click on Settings. Then I clicked on the Plan tab and saw which plan is mine, the Basic plan. However, where do I go to update my payment information? No clue whatsoever was given. The emails that I received with what was supposed to be linked to taking me to update my payment information led me to the site, but there was no mention of payment information anywhere.Let me say that I am no novice to computers or the Internet. I am also no novice to writing clear, usable instructions that a user with limited or no background can use. I need instructions that are instructions that relate to what actually appears there. Leading me to a page that shows nothing about entering payment information is self-defeating. I have to mention that I can update my payment information on December 1, 2022; I have to wait until then because of an unauthorized transaction that was made in my bank account that for some reason the bank refuses to recognize as legitimate despite all the easy-to-decipher evidence that I have submitted to prove that I did not make it myself. That is a separate story not applicable to my problem with Dropbox. I will update the account information when 1) I am directed to where I can do that and 2) I have funds in my account again that will be deposited on December 1, 2022, as I doubt my bank is going to refund the money to me before then.

    • Initial Complaint

      Date:11/24/2022

      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.
      Dropbox will not end my subscription, delete my saved credit cards, and delete my account as I have asked for over a year.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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