Complaints

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:02/25/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 called mailchimp on February 25, 2025, on or around 2 pm PST. I spoke to the sales department. The male agent disconnected the call on me. I called back and spoke to a female in sales; she also willfully and deliberately disconnected the call. This happed a third time. This is call avoidance. This is inappropriate. I never used profanity or made threats. I have the phone calls recorded as evidence. I called back and requested to cancel my account and issue a refund. The agent said I must have a desktop. I dont have a desktop; I only have a mobile device. She refused to cancel my account and refund upon request. I asked for a supervisor and she said none were available. I was forced to call my bank and block this company from charging my card again. I hereby request to cancel my account and issue a refund of $20.00., otherwise, I will retain an attorney and file a legal action.

  Business Response

  Date: 02/26/2025

  Hi there. We are sorry to hear of your experience with our Sales team. We have passed these details along internally to help improve our processes. Additionally we've escalated this matter with our Billing team, and they are looking into your refund request and to help with the cancellation process. Our Billing team works exclusively via email. A follow up email from our Billing team has just been sent at 2:29 pm EST today (February 26, 2025). Please double check any spam/junk folders for their email.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22990034
  
  I am rejecting this response because I received an email today (2/26/2025) from the billing team, however, they are refusing to refund my account until I cancel. Ive already stated in my BBB complaint customer service indicated I need a desktop computer to cancel online. As previously stated, I dont have a desktop computer. I only use a mobile device. I used the mobile device to create the account. You allow consumers to create a new account with a mobile device but you dont allow them to cancel with a mobile device. If this matter is not resolved, I look forward to arbitrating/litigating this matter and retaining a consumer law attorney for, among other things, unfair, abusive acts or practices.   
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/27/2025

  Hi ******,

  Our Billing team followed up at 11:17am EST with further details about your account. It looks like they were able to issue a refund and aid in closing your account. If you have additional questions, please be sure to follow up to the ticket from *****. 

  Customer Answer

  Date: 02/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Someone keeps signing up my work email address for their spam campaigns. I've contacted them to be put on their block list, but they won't block my email because of how my company runs out email system. We have one email with our initials and employee ID and another with our first initial / last name. I need the first initial / last name email blocked, but when I send an email, it comes from the initial / employee ID email. They don't verify if you've signed up for a mailing list before adding you to it, so it is prone to abuse and just a poor business practice all around. Makes the companies that are trying to get their info out into the world look like scams / spams.

  Business Response

  Date: 02/25/2025

  Hi ****,

  Thank you for the details. Our Abuse team can look further into this with you. They'll need forwarded copies of the emails you've received to help with their investigation. Email ******************************** and the team will follow up with next steps.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22986744
  
  I am rejecting this response because: I've already contacted them at this email address. They are not willing to block my email address due to the way my company's IT department has set up our email addresses. I have 2 email addresses. One is ******************** and the other is *********************** Both go to the same inbox. When I send an email, it comes from the ******************** email address. They said they need me to send an email from the ********************** email, which is impossible. I keep receiving spam at the ********************** email address and would like it to stop.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 03/05/2025

  For privacy and security purposes, an email will need to be sent to our Abuse team at abuse [at] mailchimp [dot] com from the email address that you're requesting to block. If an alias or redirect is being utilized, your local IT or domain administrator would need to fully open up the inbox and provide you direct access with full sending and receiving capabilities. Upon receiving the email from the requested address, our Abuse team can proceed with blocking the requested address.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22986744
  
  I am rejecting this response because: They could send me an email to ********************** and then I can reply, then they'll see that ********************** and ******************** are the same.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 upgraded to a higher plan to include social media marketing, only to find out after they had taken the money that their services can no longer offer social media as **** has blocked them from connecting ******** and instagram to their platform. Yet, they continue to collect money for an upgrade offering these services. When I reached out to them, they sent a "we are so sorry that META has changed" instead of offering a refund. They are just collecting money this way, and haven't even updated their plans to say they can no longer offer these services.

  Business Response

  Date: 02/21/2025

  Hi *******,

  Thank you for the details provided. We located your ticket number and let our Billing team know what issues you're running into with ****. They'll follow up with next steps. 

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 am filing this complaint against Mailchimp due to severe email deliverability failures that have caused significant financial losses for my business. Despite extensive troubleshooting with Mailchimps support team, the company failed to address the root cause, costing my company $220,000 in lost revenue from missed sales, damaged customer relationships, and lost goodwill.1. Mailchimps Deliverability Failures For months, our email campaigns were filtered into spam despite a strong sender reputation and adherence to best practices. We confirmed:Gmail mail merge sent emails to inboxes immediately.Replies to Mailchimp campaigns were filtered to spam, causing missed customer ********************************* tech support provided ineffective solutions.2. Direct Financial ***************** Harm Mailchimps failures caused substantial financial damage. In the last 30 days alone:$21,000 in golf industry orders lost due to undelivered replies.$10,000 in school fundraiser orders lost.Estimated six-month loss: $70,000+ from filtered replies *********** estimated lost revenue: $220,000+.This does not include long-term damage to reputation, lost trust, and wasted resources.3. Mailchimps Response: ************************* Despite repeated requests for accountability, Mailchimp has:Refused to take responsibility.Offered only a two-month credit, which is inadequate.Failed to escalate the issue to senior leadership.Mailchimps failure to provide a functional email service and negligence in addressing these issues have caused substantial harm.Requested Resolution I request a full refund of all fees paid to Mailchimp in the past 12 months due to their failure to deliver the service as advertised.Additionally, I request a formal acknowledgment from Mailchimps executive team regarding the financial and reputational harm caused.I plan:Legal consultation regarding potential damages.Public disclosure on business review platforms ******** Trustpilot, BBB, and social media).

  Business Response

  Date: 02/18/2025

  Hi Bo,

  Thank you for the details here. We're sorry to hear about the experience you've had with Mailchimp. To look into refunds, our Billing team will need a direct email contact with them. You can send a request directly through our contact form: *****************************************************************************************************

  Our Billing team will have to look into refunds and process it from their end. Once you've sent your request in, let us know the ticket number you receive. If you don't see it in your inbox, be sure to check spam folders for the ticket number.

   

   

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22943408
  
  Dear BBB Representative,
  
  Mailchimp's response is not satisfactory and does not address the core issue of my complaint. Their reply ignores months of direct correspondence with their representative, ******** ***, who acknowledged my case and escalated it internally.

  Instead of providing a meaningful resolution, Mailchimp is now redirecting me to submit a generic billing requestwhich is an attempt to stall the issue rather than address the financial and reputational damage caused by their failed email service.

  I am not willing to start over with a generic contact form after Mailchimps senior support team has already been fully aware of this case. I request the following:
  A direct response from Mailchimp's executive team regarding my financial losses and their failed service.

  -A refund for the past 12 months of service, as I have already requested.

  -A formal acknowledgment of the issue and assurance that Mailchimp will review its deliverability failures to prevent this from happening to other businesses.
  
  If Mailchimp is unwilling to properly address this issue, I will escalate by:
  
  -Consulting legal experts regarding negligence and financial damages.
  
  -Publishing my experience on major business review platforms, including ******* Trustpilot, BBB, and social media.
  
  Mailchimp had every opportunity to resolve this internally before I filed this complaint. Their current response is not a resolution, but an attempt to deflect accountability. I request that BBB keep this case open and push Mailchimp for an actual response to my complaint.
  
  Please let me know how we can proceed.
  
  Sincerely,
  ** ******

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 cancelled my plan and the *** told me she created a ticket to get a refund but then the chat ended and now I don't have access to see the ticket number. Nothing was emailed to me either. Can you verify that I will be refunded the $80 charged to me and that I will not be further charged? The email is ************************

  Business Response

  Date: 02/04/2025

  Hi ********,

  We took a look and our Billing team followed up this morning at 9am EST. The ticket number is #********. We recommend searching that in your inbox and it should appear. Let us know if you're not seeing it. 
  
  

• Initial Complaint

  Date:01/30/2025

  Type:Order Issues
  Status:

  AnsweredMore 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 November 22, December 23 and January 18th called to report unauthorized charges made to my account for a free subscription that was cancelled by my marketing manager. The account was set up for a business that never started, when I recognized the charges I immediately called and requested to end the business with mail chimp . Never used the account : they have sent messages that they apologize for delay in responding to an online complaint, **** have never gotten back k to me are still charging my account . I demanded a refund as the account was free to start with, my manager signed up with credit card as it was the only way to open the account . They have charged 20 dollars a month for 5 months. And continue I am going to be forced to file a formal complaint to end the unauthorized charges

  Business Response

  Date: 01/31/2025

  Hi ******,

  Thank you letting us know about this and for providing the screenshots. We checked in with our Billing team and they've received your follow up. They'll communicate with next steps once they've finished reviewing on their end.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We have had a mailchimp account for nearly a decade and have had a Legacy plan which offers 2000 contacts. Recently, Mailchimp pushed us into signing up for a Free Trial of a standard plan. After the trial, we decided to revert back to our Legacy plan.Unfortunately, we were not told that we would lose our Legacy plan by signing up for the free trial. We did not know that the Legacy plan was something we were grandfathered into.We feel that we were pushed into signing up for the free trial and therefore losing our Legacy plan that have had for 10 years. Instead, they now only will allow us to have our plan with 500 contacts. If we do not pay $60+ dollars a month, we will loose 75% of our business contacts because of the bait and switch tactics Mailchimp employed to get us to sign up for the free trial. After reaching out to several different members at Mailchimp and getting emails from multiple departments, we were told that they would not revert our account back to its grandfathered in Legacy status.Thank you.

  Business Response

  Date: 01/27/2025

  Hi *******,

  Thank you for the details here regarding the Legacy free account. We're having our Billing team take another look at this to see what options are available. They'll follow up in the email that was sent initially. If you have follow up questions, they'll be the best resource. 

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 attempted to cancel the service numerous times. For him totheir website has no clear direction on how to cancel service. I just got charged twice in two days. $133 each time. I have not used the service in months and months yet they keep charging me I want all my money back as soon as possible cancel the service.

  Business Response

  Date: 01/21/2025

  Hey there! 

  We apologize for the experience thus far. We cannot cancel accounts on behalf of customers, but the steps in this article detail how to close your account. 

  Close an Account: *************************

  As for refunds, we'll be sure our Billing team looks into this. Contact our Billing team through our contact form and they'll follow up with next steps. *****************************************************************************************************

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In 8/2024 our marketing staff member and ourselves parted ways. When signing in it directs me to a 2-factor authentication step that sends a text message to the former employee the account. They are not responding to any messages or calls. Several staff members and I have reached out to Mailchimp to gain access to our account. When they were responding it was usually handed off to multiple employees with the same results. Last response from ****** support was on January 2nd. We have attempted to contact them again daily via their support email to get the communication started again to get a resolution to allow us access to our account. We were able to change the password and protect what is there. When I called into Mailchimp, they said we can only correct this through their support email. We just need to get into our account and update the information and use the program as it is intended.

  Business Response

  Date: 01/08/2025

  Hi *****,

  We're sorry to hear you've been unable to log into the account. Our Account Recovery team will have to verify ownership of the account with you. This is a process that has to be done via email. 

  You can email ****************************************** letting them know you don't have access to the 2FA code and they'll help with next steps.

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  **Complaint to Better Business Bureau:**I have been trying to close my Mailchimp account and cancel my subscription but have received no resolution. I canceled in June 2023 after leaving my position at the company using Mailchimp, yet I have been charged monthly since. I no longer have access to the email or phone number linked to the account and have informed Mailchimp of this issue, but I am still being charged. I am requesting immediate account cancellation and a refund for the charges incurred after my cancellation request.

  Business Response

  Date: 12/16/2024

  Hi there,

  We're sorry to hear about the experience thus far in canceling your account. Can you let us know the ticket number of your interaction so we can have our team follow up?

  Customer Answer

  Date: 12/16/2024

  This is ticket number needed for my complaint 

  13005681

  Business Response

  Date: 12/17/2024

  Thank you for the details here. We looked into the interaction and we see that our representative, ******, followed up with steps on how to remove billing. You'll need to speak with our Billing team directly from the address associated with the account. They can be reached using this contact form: *****************************************************************************************************

  Once you've sent an email in to our Billing team, let us know and we'll be sure it's looked into further.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 22661993
  
  I am rejecting this response because: 

  I am filing another complaint against MailChimp for continuing to charge for me my account that I have repeatedly let them know that I cannot access to cancel. This is now the second time I have attempted to involve BBB after no resolution and continuing to be charged. Its been 2 years and this company has now charged me $312 with no attempt to rectify the situation or even respond to my customer service attempts.

  
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 06/30/2025

  Hi ********. We're sorry to hear you've not been able to get assistance with this issue. We located your case number ************) and reached out to our Billing team directly. They're digging into this and will be sending a follow-up your way shortly to get this taken care of.