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Business Profile

Email Marketing

Mailchimp

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 71 total complaints in the last 3 years.
  • 29 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/24/2024

    Type:Billing Issues
    Status:
    Answered
    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 purchased a plan based on number of active subscribers (approx. *****) less than a month ago, I was able to purchase based on this number. My account has a total of ****** contacts (***** of which are active subscribers and ****** are not active subscribers that I have no rights to even send newsletters to. Mailchimp is holding my account hostage and refusing to even let me close it unless I pay for ****** contacts, again 13k I can't even use. They are demanding approx. $244 more before I can even cancel my plan or close my account. I never agreed to this, they never gave advanced notice that I must pay for all contacts, regardless of whether or not I can use them. I want my account closed and I do not want to have to pay for what I can't even use. This is wrong on so many levels. The 13k additional contacts were auto collected from my customers who placed orders on *******, having nothing to do with mailchimp, they did not buy based on newsletters bc I sent 1 newsletter a decade ago. I never gave mailchimp permission to collect those contacts. They are supposed to collect subscribers only. If this was how things were going to be, why let me sign up and pay for ***** in the first place? Why not prevent me from signing up and demand the money for ****** contacts then? They let me sign up, hold my account hostage and demand more before I can do anything. I just want my account closed and without being forced to pay $244 for something I never agreed to and for something that does not even apply to my needs. Again, I can't put 20k contacts to use, only 7000 subscribed. I was planning to use mailchimp again but after this I just want out ASAP.

    Business Response

    Date: 11/25/2024

    Hello ****, 

    We'd like to help where we can with your experience. Please go ahead and email our Billing team by filling out our contact form below.

    *****************************************************************************************************

    Once complete, our Billing team will review and follow up with next steps. If you've already sent an email to our team, please let us know the ticket number of the interaction so we can make sure it's addressed.

  • Initial Complaint

    Date:11/14/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    MailChimp's site shows nothing under billing, but they charged me $29 on 10/07/24. When attempting to contact them to have this reviewed or fixed, they are demanding that I pay for an upgraded account for assistance.

    Business Response

    Date: 11/20/2024

    Hi there! Thank you for the details here. We apologize for the issues you've experienced. Our Billing team can be reached via our contact form regardless of the account type. Use this form to email our Billing team and they'll follow up with next steps. *****************************************************************************************************

    Customer Answer

    Date: 11/20/2024

     
    Complaint: 22558360

    I am rejecting this to keep this open until resolved.


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

    Business Response

    Date: 11/21/2024

    Hi ********,

    We found your billing ticket and made sure to get it in front of our Billing team. They'll follow up with next steps. 

    Customer Answer

    Date: 11/27/2024

     
    Better Business Bureau:

    ****** has been a huge help in assisting with a resolution to this issue by identifying that this is a third party bill. Thank you for the help.  

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

  • Initial Complaint

    Date:09/20/2024

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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 9/10/24 I received an email from Mailchimp at ******************* to verify the updated email address on our account. This is after our marketing staff member quit. She, unlawfully, deleted the email address that was created for her role and reassigned the email address to *******************. She is also not answering any messages or calls, she is unreachable. This is evidenced by the automated email I received from Mailchimp asking me to verify the email address.Upon clicking the link to verify our email address it directs me to a 2-factor authentication step that sends a text message to the former employee. So I am unable to verify the email address and unable to access my account. This means the former employee still has access to our payment card and all our email addresses.On 9/11/24 I reached out to Mailchimp as this is a big risk to our business. They have given me so many different people to correspond with and there is no resolution to allow me to access my account. I have the correct username and password. I have all the payment info. I have the business entity formation information. I have all the proof and evidence that I am the owner. I provide the information they request, then they come back and say it is incomplete or incorrect without identifying what is missing or wrong. I have forwarded the email from Mailchimp showing the new email address and I have forwarded the email from ****** showing that the original email no longer exists. When I called into Mailchimp, they said I can request to speak with a manager. I have done this over and over and they are still not connecting me with someone who can actually help. I just need to get into my account and update the contact information so the former employee cannot steal our contacts or make unauthorized charges on the account.

    Business Response

    Date: 09/24/2024

    Hi *******,

    Thank you for the information you provided. Can you email ****************************************** with this information? Our Account Recovery team can help investigate this with you further. 


    Customer Answer

    Date: 09/29/2024

     
    Complaint: 22313872

    I am rejecting this response because: I have done this on multiple occasions, see the emails that were attached. There is no resolution. This response clearly illustrates the exact same cycle I have been experiencing. Read through the emails that were provided in the original complaint. Then get back to me on how to update the phone number on file. 

    Sincerely,

    ******* *****

    Business Response

    Date: 09/30/2024

    Hi there,

    We understand your situation, but we're unable to make changes on behalf of other users. However, we do want to assist where possible. We've requested our team to resend their last response to help address the questions raised. Please note that the questions from our Account Recovery team are necessary to process your change request.




    Customer Answer

    Date: 09/30/2024

     
    Complaint: 22313872

    I am rejecting this response because: I have done the required steps and did not receive any helpful response. I was told that information was missing or incorrect but they could not identify what was missing or incorrect. I have written in so many times for help on this. Please have a manager call me. I need someone who will care about my individual case. I can provide so much information to show this is my account. I have already provided what was asked and more. I can also provide all the information to show that the email address tied to the account was reassigned to ******************* (from the email that Mailchimp sent me). I can provide the whole payment card info on file. I can provide the *** agreement showing this is my business. I have so much proof. I just need someone who cares and will listen to me. I have been doing this for over 2 weeks now. Please, can you please have someone call me and sort through all this? There has to be a Manager or someone with authority to listen and make decisions. Please, I am at risk. My business is at risk. Your customer service keep perpetuating this versus trying to help me. I will continue this BBB claim until I have a satisfactory resolution. Please just have a manager call me, **************. 

    Sincerely,

    ******* *****

  • Initial Complaint

    Date:09/06/2024

    Type:Product Issues
    Status:
    Answered
    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.
    When "un-pausing" my MailChimp account this past May the company quoted me a price of $72.50.The next screen it upcharged me immediately to $100.The company later claimed I needed to delete 100-some customer email addresses to get below the 2500 email address threshold, then add those *************************** to receive the $72.50/month price. That was exactly the price ($72.50) I paid with about the same number of email addresses when I "paused" my account.Vintage bait and switch.I expect better from Intuit.

    Business Response

    Date: 09/09/2024

    Hi ****, 

    We'd like to help where we can. Go ahead and fill out our contact form and our Billing team will follow up with more information. We're not privy to the same information they are, so they'll be the best resource. 

    You can contact them using the following form: *****************************************************************************************************

    Customer Answer

    Date: 09/13/2024

     
    Complaint: 22248125

    I am rejecting this response because:

    I have already contacted them prior to contacting the BBB regarding this issue.  But I will CC them on the response I sent to the BBB.

    Sincerely,

    **** ******

    Business Response

    Date: 09/18/2024

    Hi ****, 

    We located the interactions you had with our Billing team and asked they follow up on the matter. They've resent their responses. If you have additional questions, we ask you reply to their email with additional details.

  • Initial Complaint

    Date:08/20/2024

    Type:Product Issues
    Status:
    Answered
    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.
    SPAMMER ... the worst website ... they spam you regarless .... and i file complaints and they promise i will never get emails and i still do , AND I MARK THEM AS SPAM WITH GMAIL and i cannot get rid of their spam messages , and they sell my email ( because i gave them a special alias email) and i get random junk from random people, in this case from *********************** regarding "Katy ********* is the golden standard, ya'll" attached , i keep blocking and marking as spam but they keep selling my email to random people

    Business Response

    Date: 08/22/2024

    HI there!

    Our Abuse team can help look into this and see what's going on. Email ******************************** with the email address that is receiving Mailchimp emails and they'll help with removing these.

    Customer Answer

    Date: 08/22/2024

     
    Complaint: 22172332

    I am rejecting this response because: they said they will look into it INSTEAD OF BLOCKING THAT USER

    Sincerely,

    *********************************

    Business Response

    Date: 08/22/2024

    Hi there,

    Our Abuse team will need the emails from the address as well. Please email ******************************** with the email addresses along with the emails that you received so they can further investigate and resolve the issue.

  • Initial Complaint

    Date:08/12/2024

    Type:Product Issues
    Status:
    Answered
    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 had a recent experience involving the purchase of credits for messaging on Tue, Feb 27, 2024 11:57 AM for ******* credits . I purchased credits totaling $600, which I assumed would remain on my account until used. At no point during the purchase process was it clearly indicated that the credits would expire at the end of the month and would not roll over.To my disappointment, I found that all the credits were gone within just 2 days. When I reached out to your billing team to discuss this issue, my concerns were not taken seriously, and I felt shut down rather than supported. This level of customer service is not what I expected from your company.

    Business Response

    Date: 08/14/2024

    Hi ****,

    We took a look and located your ticket number with our Billing team from March. They're taking a look over the account and will follow up with next steps. Keep on the lookout for an email from our team. You may need to check spam folders.

  • Initial Complaint

    Date:07/23/2024

    Type:Product Issues
    Status:
    Answered
    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 using Mailchimp and discovered the ** address they have assigned to me is on numerous blocklists. I contacted them to purchase a dedicated ** and was told my account was too smal after they hung up on me the first time I calledl. I asked for them to assign me an ** that was not blocklisted and they refused.

    Business Response

    Date: 07/29/2024

    Hi *****,

    Thank you for the details. We checked with our Billing team and located ticket #********. They didn't receive a reply yet in regards to the sending history. When possible, follow up in the ticket to our Billing team with more details and they'll be happy to help where possible. 

  • Initial Complaint

    Date:07/23/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Our experience with Mailchimp has been nothing short of infuriating. Despite repeated attempts to get help, our emails have been ignored and support tickets closed without any resolution. The sheer lack of professionalism and customer service over the past two months has been some of the worst weve ever encountered. For anyone considering Mailchimp, we strongly advise you to stay away. Their handling of customer issues is not just poorit borders on unethical.

    Business Response

    Date: 07/29/2024

    Hi *******, 

    Thank you for the details here. We'll be sure to review these tickets with our team and ensure response practices are reviewed. We did check and noticed ticket number #******** was followed up with 7/28/24. If you didn't receive the response, let us know and we'll have our team re-send their response.

    Customer Answer

    Date: 07/30/2024

     
    Complaint: 22032956

    I am rejecting this response because: I spent 90 minutes with their tech team and they were unable to provide effective solutions. Their recommendations did not work.

    Sincerely,

    ***************************

    Business Response

    Date: 07/30/2024

    Hi *******,

    Our team is here to help. We checked and in the follow up that our team sent on 7/28/2024, they mentioned booking another call to look into this further. They can continue troubleshooting the issue once a follow up has been sent or another call has been scheduled. 

  • Initial Complaint

    Date:07/23/2024

    Type:Billing Issues
    Status:
    Answered
    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 writing to file a formal complaint against Mailchimp for their failure to address unauthorized charges on my account following my cancellation. I canceled my Mailchimp account in July 2023, yet they have continued to charge me for the service.Despite reaching out to Mailchimp multiple times over the past year, they have not resolved the issue. Each time I contact them, I am assured that the billing department will email me to rectify the overcharges, but I have never received any such email. As of July 2024, I am still being charged.This ongoing issue has caused significant frustration and financial inconvenience. I have made numerous attempts to resolve this matter directly with Mailchimp, but their lack of response and action is unacceptable.Desired Resolution:I am requesting a full refund of all unauthorized charges from July 2023 to the present. I also ask that Mailchimp provides a formal confirmation of the cancellation of my account and ensures no further charges will be made.Additional Documentation:Please find attached copies of my communications with Mailchimp regarding this issue and any relevant billing statements showing the unauthorized charges

    Business Response

    Date: 07/29/2024

    Hi ******,

    Thank you for the details here. We checked and found ticket #******** from July 22nd, 2024. We recommend responding to the ticket for direct billing assistance. Just in case, we've asked our Billing team to re-send their response. 

  • Initial Complaint

    Date:07/04/2024

    Type:Product Issues
    Status:
    Unresolved
    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 in May and still cannot log in to my account online to this date. I sent them an email and explained I wanted it canceled because it loops. Last month and a few days ago, they tried to charge my account again. Please, I just want nothing to do with them.

    Business Response

    Date: 07/05/2024

    Hi *******,

    Thank you for the details here. Our team can help you regain access to your account which will allow you to stop the billing. It looks like you've been in touch with our Account Recovery team in early June. We recommend following up to that original ticket and once done, it'll be assigned to one of our account reps to help further.

    Here are the steps to closing the account after you've regained access. *************************

    Customer Answer

    Date: 07/11/2024

     
    Complaint: 21942139

    I am rejecting this response because we have gone through this twice already.  Please cancel account as you tried to charge my account again today.

    Sincerely,

    Chellie Rule

    Business Response

    Date: 07/12/2024

    Hi Chellie,

    We cannot close or cancel billing on behalf of customers on our end. Our Billing team can help walk you through the steps to stop billing and work with you to issue refunds. They will need to be contacted through our contact form to ensure they're speaking with the account owner. We've linked our contact form directly below to help speed up the process. 

    ******************************************************************************************************

    Customer Answer

    Date: 07/13/2024

     
    Complaint: 21942139

    I am rejecting this response because: I went through this two times and they did not help.  I cannot log in - the website loops. I enter the password and go to cancel it and it continues to loop without

    going to the section to cancel.  So frustrating.  This is the first company I have had this problem with.  

    Sincerely,

    Chellie Rule

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