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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.
    • 81 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:09/05/2024

      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 have a free Dropbox account associated with my email address. Beginning on 8/5/24, I have bee charged for subscription of ***** a month. I was also billed for this subscription on 9/4/24. When I log into my account it still says I am under the basic free account. There is no way on the company website to cancel or dispute this subscription under the basic plan. To access their customer service it requires an upgrade. This is terrible practice. These charges are unauthorized and I would like to cancel any and all accounts with the company and obtain a refund.

    • Initial Complaint

      Date:09/02/2024

      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.
      A fraudulent charge was made on my card. It was in *************, I havent traveled out of **** in months and I havent been to ********** for years. It was $199.00. I havent given my pin to anyone I havent let anyone use my card. I want to be refunded I worked hard for this money and I cant even contact the company they wont answer calls with a real person and they dont have an email account that I can find at least Ive tried scouring their website and cant find anything for someone who cant sign into an account that isnt theirs they want you to make an account and it seems very sketchy. Dropbox in *************. PY714JWR4S5N is the charge code. I made a claim with my card company the day of the charge and it was pending and locked till Dropbox approved it I even got a new card and canceled the old one I have tried everything I just want my money back.

    • Initial Complaint

      Date:08/26/2024

      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.
      I started a free trial with Dropbox, Inc.. A requirement of that "Free" Trial was giving them a credit card in the event I decided to accept the subscription. It was clearly stated that I could cancel at any time before my trial ended. After which my credit card would be charged. After three days of exploring the platform I decided it did not fit my needs and decided to cancel the free trial. This is not possible to do because nowhere on the platform is there an option to cancel a free trial, There is an option to DELETE ACCOUNT but that would not take me off the hook...after the trial would end they would proceed to charge my credit card. Attached are screenshots ..and there is no button that allows for Cancelling a Trial"

    • Initial Complaint

      Date:08/26/2024

      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.
      Dropbox deleted data while I was continuing to make monthly payments. I assumed their emails were scams because my account was current and they claimed my teams account was being deleted. I created a teams account with two people to collaborate on a project, however, I still had a lot of data for my business (with just me as the user) in this account that was not shared with a team. They are claiming the account has been disabled and there is no way to retrieve my data.

    • Initial Complaint

      Date:08/14/2024

      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 am contacting you from the Town of *********. On July 12, 2024, a Town employee purchased a Dropbox subscription on July 12, 2024 in the amount of $216.16, which included $17.16 in sales tax. On July 16, 2024, I contacted Dropbox support to request a refund of the sales tax. I provided documentation from the New York State Department of Taxation and Finance confirming the Town's tax exempt status to "******" at Dropbox via chat (the only contact method available) and requested that the sales tax amount be refunded to the credit card used in the transaction. Since that time, I have made several inquiries regarding the status of the refund to no avail. It is now one month later and the credit has not been processed. I am seeking some assistance in obtaining the refund of the sales tax.

    • Initial Complaint

      Date:08/13/2024

      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.
      We have an online dropbox subscription, and have been automatically billed for four rather than the one account that we need. We had wished to upgrade, but were never told that the minimum was three units, and then without informing us, a fourth was added. We have tried to resolve this with the company, but they are unwilling to offer any refunds. Instead, they say we cannot change the subscription until it expires in one year.We also did not receive an invoice until we requested one last week.

    • Initial Complaint

      Date:08/09/2024

      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.
      We dropped our service at DropBox in Dec 2023. They have continued to bill us.

    • Initial Complaint

      Date:08/06/2024

      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.
      I tried Dropbox Pro so I could see my son's wedding photos. I forgot to cancel. I was billed $199. and I have tried every possible way to reach this company to ask for a refund. It is a continuous loop with absolutely no help. I cannot find a phone number, email, or address to address this. I am so very frustrated. I paid this through my ****** account on credit and it is coming due. Any help you can provide will be appreciated.

    • Initial Complaint

      Date:08/05/2024

      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 have a dropbox account that have been free for years. However, during a review of our account, we noticed monthly dropbox charges for $21.19. Upon further investigation, we noticed that dropbox have been charging our account $21.19 since 2023. We tried to reach a live person at dropbox, but could not reach anyone. I believe that their automated system is deliberately set up to prevent customers from getting a live person. I also tried to cancel my dropbox account, but it is not possible to do so. The system tells me that I cannot cancel as my account is free and I have never been charged. We ended up reaching out to our bank (Bank of America) and they advised us to destroy my ATM card and to get a new card to stop the charges. We did so and the charges have since stopped. We asked *** to open up a fraud claim. They came back to us to tell us that they can only give us partial refund because the charges have been ongoing for some time. I have asked *** to reopen the claim. However, I am also asking BBB to do an investigation into this fraudulent practice and to get dropbox to refund me what is owed - $169.52.

    • Initial Complaint

      Date:07/29/2024

      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.
      I am trying to cancel my subscription to Dropbox. I filled out the template that they provided and that arrived at their location probably exactly a week ago. I have yet to hear from them. Maybe they are in the process of reviewing and putting through the cancellation request. But I am suspicious that they are in a position to ignore my request and charge my **** account $199 on August 8th because I have found no other means of communicating with them either through their website or on their app. So I would like the BBB to check into this situation for the reasons I have just described. Thank you and have a good day.

    Dropbox, Inc. is NOT a BBB Accredited Business.

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