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:06/20/2024

  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.

  I signed up for a 30 day free trial of Dropbox Essentials on June 5, 2024. In an email I got back from Dropbox, they welcomed me on June 5, 2024. They stated that my "free trial ends on July 5, 2024. If you don't cancel your free trial by that date, we'll charge you $199.00 (including applicable taxes) until you cancel your plan."On June 8, 2024, I cancelled my free trial. However, I did not get an email from them confirming my cancellation.I tried several times to communicate with Dropbox. I opened a ticket # ******** and # ******** asking them to provide me with a cancellation certification. They stated they would answer within a couple of days, but I have not heard from them.There is no phone number to call to resolve this matter. They have pages and pages of instructions for different things. I tried following those instructions to see my current account status but the instructions made no sense. I never received an account#, order # or tracking #.All I want is an email confirming my cancellation of this free trial.As an aside, I called the Michigan BBB. They stated that I needed to call the **********************************. I could not get past the phone tree. None of the options were applicable but the first. In order to get information on a company in the ************* you have to enter their 10 digit phone number. If I had that, I would be able to call them which I can't since I do not have a phone number. I find it very odd that I could not get access to anyone in the *********************I can be reached at ************ or ************************************,*******************************

• Initial Complaint

  Date:06/18/2024

  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.

  Dropbox has billed me for an account I did not set up or at least did not intentionally set up. I did receive documents from another person via drop box but did not set up an account for which I would be billed. My issue should be easily resolved by contacting the company but THERE IS NO WAY TO CONTACT A HUMAN THAT CAN UNDERSTAND THE ISSUES AND RESOLVE ANYTHING. They only have website options that lead you in dead end circles. My credit card company provided me with a contact number for drop box as their website does not have one but that number only leads to options that direct you to go to their website. Another useless circle of frustration. I am not even given access to a bill/invoice explaining what my credit card charges are for! They indicate my "Bill" is my credit card statement which of course has nothing to indicate exactly what I am being billed for! The charges are only for $127.79, Its their business model that is inherently misleading and fraudulent that makes me want to file this complaint and warn others about their business practices.Also - I have notified my credit card co (Bank of *********** that I feel this charge is fraudulent, they are investigating and have cancelled that card and will be issuing me a new one shortly.I appreciate anything you can do to warn people of this company.Sincerely,*********************

• Initial Complaint

  Date:06/17/2024

  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.

  Dropbox asked if we wanted to renew their service. We declined, but they charged our Amex account anyway. It is impossible to reach anyone by phone to discuss the matter.

• Initial Complaint

  Date:06/14/2024

  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 recently the victim of a robbery and my iPhone was stolen while unlocked, and despite having a passcode and face ID the criminals were able to hack into and compromise a number of my accounts including my primary email **************************** meaning I cannot access most accounts. I am a paying Dropbox customer with a number of sensitive files on my Dropbox, but the only way to get actual help is to "log in" and the only way to "log in" is by password and then an email verification to the compromised email attached to the account. I was finally able to find a support contact form and explained the severity of the situation and the need to access and secure my files in Dropbox. I have only been responded to once a day, and the first few days of emails gave generic responses that did not assist with my specific requirement (to change the email address associated with the account to secure it). Eventually I was able to verify my identity and that I was the account owner and ********************** removed the extra security feature from the account so I could login, however by this point the thieves had changed the password (as notifications kept getting auto-sent to the compromised email). Dropbox's complete inability to provide immediate and effective support to customers in extremely dire situations regarding the security of their accounts is appalling. There has to be emergency support, Dropbox promises security and safety and yet are unable to promptly rectify situations and offer immediate support. I"m extremely disappointed.

• Initial Complaint

  Date:06/12/2024

  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.

  my dropbox expired nov 18, 2023. My card was charged :apr 12, 2024 - $11.99 may 13, 2024 -$11.99 jun 11, 2024 -$119.88 after deleting the account, i was penalized (?) charged again, only after I emailed about recieving a refund. jun 12, 2024 -$39.99 All of these charges should not have been possible. The charge of $119.88 is just insane, and,The charge of $39.99 just for requesting a refund is absurd. This business clearly is taking advantage of customers, searching inactive accounts and charging them. Basic accounts do not have access to phone support, so there is a clear intention to mitigate any actual support. It is obvious they are deliberately witholding the option of phone support, and charging customers without their knowledge.

• Initial Complaint

  Date:06/11/2024

  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.

  I have been trying to cancel a Dropbox account since at least October of 2023 and again in February 2024. The company has been non responsive. I do not want to pay $34.10 anymore as has been happening for nine months. I tried to cancel at least 4-5 times on line with no success.My email is ********************** there may also be a Dropbox with ******************** (which was closed out as well).

• Initial Complaint

  Date:06/11/2024

  Type:Order 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.

  Dear Sir/madam,We are Hong Kong users and used Dropbox for several years. We received notice of change of usage policy from DropBox last year (2023). I use ****** translate the sentence stated in the email.????????????????????????,??3??????42 TB(???????5 TB ??)?? Dropbox ???? 27 TB ???Your team's storage quota is equivalent to the storage you use today, including 42 TB for 3 licensees (based on 5 TB per licensee) plus a 27 TB additional quota provided by Dropbox....including 42 TB for 3 licensees plus a 27 TB additional quota provided by Dropbox.This means 42TB + 27TB = 69 TB When you sent the email regarding to the change of Dropbox Advance plan, our usage has already reached almost 42 TB.We would like you to honor the contract and increase the quota to 69TB.Thank you.

• Initial Complaint

  Date:06/06/2024

  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.

  I paid extra for telephone tech support where they can see my screen. I run a business and have deadlines so I pay extra for this service. There is no number to call. you have to enter a number on their website and they call you back. call backs are prompt, but I got disconnected, not my fault. not driving or anytihng. then I had to enter my phone number to call again. then the second tech support person was so condescending to me, I had to end that call. I tried a third time and the website automatically said that I cannot requestn another call back witin the same hour. I tried to get chat to have someone call me back but they said they couldn't. so now i'm suck with an unresolved issue and no one from tech support will help me.
  
  I want a partial refund for this service. And I'd like them to change their system so that a call back is possible for disconnections or poor service without having to wait another hour. Plus I'd like that warning up front on their website so everyone knows. this is a slimy way for dropbox to do business

• Initial Complaint

  Date:06/02/2024

  Type:Sales and Advertising 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.

  false adevermient. company advertised unlimited storage as part of their deal but they are not honoring this deal.

• Initial Complaint

  Date:05/29/2024

  Type:Sales and Advertising 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.

  Dropbo sign deducted ****** from my account in April 2024. My bank flagged it as potential fraud. I disputed the charge as I had no knowledge of the account. My bank issued a provisional credit during investigation and then withdrawed the amount stating that Dropbox denied the dispute. I reached out to Dropbox to get an answer. They are constantly saying I won the dispute which is inaccurate because the bank can prove that Dropbox sent a letter stating otherwise. The email exchange between myself and Dropbox customer service has been going on for over a week. There is no number to call and no one can get to bottom of it. Beware of using this service.