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:01/19/2023

  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 joined my company 6 months ago and inherited a lot of systems. One is Mailchimp, which we use for email marketing. This was set up by someone long before me -- possible 2 other people were in this role before I came along. I went into Mailchimp to update contact information in a variety of places so that people no longer employed with ASG are not listed on any accounts. Once I updated contact information, I received an email notification that my Mailchimp account has been suspended and that we can not send any emails. This communication came from the compliance department. I was then prompted to upload identifying documents to a ****** sheet, which is really not great. And then no response. And as it turns out, the compliance department only communicates via email - which is delayed at best. Customers are unable to get a compliance person on the phone to verify that info shared was correct. ***** marketing is an integral part of any business, especially ecommerce. I have important price increase notifications that need to be sent to give reps at least 30 days notice - as well as other comms. I received one email response that informed me that no timeline for resolution would be given. I am now dead in the water as a marketer with no end in sight and no information. Account suspension is an urgent matter and this is not being treated with any sense of urgency.

• Initial Complaint

  Date:01/13/2023

  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 with Mailchimp. I agreed to pay $100 for the first month ONLY because I was told it was the only way to speak with a person and I would get a 1 hour session explaining the site and how to use it. This session is needed to properly use their site.I was stood up 3 times for this call. I would wait for the call and then I would receive an email telling me they were sorry I was unavailable and would need to make another appointment. I emailed and used their chat, contacted them on ******** and called the phone number that only takes sales calls and said they could do nothing. During all these attempts I have requested to speak with a manager every time. No one ever replies.So, I ate the $100 and canceled/closed my account around Dec 22, 2022. On Jan 7th I was billed for a second month. Again, I tried all the ways I mentioned above to talk with someone and try to get reimbursed. This time I filed a complaint with their billing ***** They literally just sent me in circles. I keep getting the same email response asking for information that I provided in the previous email.I do not know how to stop them from billing me. I have filed a complaint with my credit card. It is ridiculous to have a company that you cannot talk with a manager upon request.Please make note of this company and let me know if you can provide any assistance.

• Initial Complaint

  Date:01/10/2023

  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 have been a customer of ********************** for several years. My mailchimp username is "caracalmodels"Mailchimp encourage their customers to opt of "two factor authentication" (2FA) to provide higher security. This involves entering a security code generated by a phone app in addition to the user's password during the login process.I recently changed my phone and lost access to 2FA app. When I contacted MailChimp to solve the issue, they helpfully opened a ticket and sent me an e-mail where they asked for some information to provide my identity so they could disable 2FA.I immediately replied to this e-mail, but received no response. After trying to respond to their e-mail numerous times, I created a second Mailchimp account out of desperation so I could access their live help chat.Mailchimp claims that I have not responded to their e-mail. I have technical proof that I sent them a response, and I can use the e-mail address to send e-mails to any address I tried. However, Mailchimp claims that they are not receiving any e-mails from me. They refuse to contact me via any other method (phone etc.), and they claim that they can only help if I can send them an e-mail from the account. Which I can - but they claim that they are not getting the e-mails.All of my customer data is locked in **********************, and I can not run my marketing campaigns without access to my account. Mailchimp claims to provide customer service, yet their failure to use alternative communication methods to reach me tells me otherwise. They could have solved this problem with a 30-second phone call to the phone number they have on record for my account.I want Mailchimp to contact me via phone or some other e-mail address (where they can read the e-mails I send), and give me an opportunity to prove my identity. They can call me and I will provide them with answers to all the questions they may have to prove my identity. Their current level of customer service is abysmal.

• Initial Complaint

  Date:01/05/2023

  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 downgraded to the free plan last month before the trial ended. I should not have been billed and requested MailChimp to cancel my subscription and refund immediately. This refund/resolution process is complex and time-consuming. I did my due diligence upfront, spent over an hour with customer service, andStill no resolution.

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair 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 estimate I've spend around $3500-4000 with MailChimp over the years with nothing but headaches.I'll fast forward to 2022. I was being charge more then double agree because I was told I had "extra subscribers. I go on chat and get step-by-step help to delete members., but apparently I'm told they were *really deleted* but stored in archives and I paid for them STILL for months. Then I find out all my email were going to spam. Mailchimp blamed the type of email address I had. So I bought a new one. I went on chat and step-by-step has someone walk me through how to change the email address on all the campaigns. They told me I was all set. Come to find out they DIDNT change it didn't WORK for WEEK. I go on chat agian-- they walk me through how to do it (apparently its nearly a 5 step process). It STILL Doesn't work. They escalate my issue and tell me basically its nothing that can be done unless manually--- so all the chat help was for nothing. Then today 1-4 was the last straw. I couldn't login or access my account. Mailchimp per. usuall blames "browsers" and cookies". I tried to login from THREE browsers, 2 computers, 2 phones, even had a family member who has mailchimp try to log in from their work computer. All error message. I am tired of overpaying. Being lied to. and give them pathetic 20% discounts off your next **** .This has been a miserable experience with thousands of wasted dollars.

• Initial Complaint

  Date:10/20/2022

  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.

  I was recently charged $36 from this company and I dont even have an account with them. Ive literally never heard of them. I went to chat with them on their site for some type of clarification but I was only able to talk to a robot and they were going to charge me to speak with a rep on the phone. This is very deceptive at scammish seeing as though I DONT EVEN HAVE AN ACCURATE WITH THEM.

  Business Response

  Date: 11/01/2022

  Hi Diamond, 

  I've reviewed your communications with our billing team and it appears the issue was addressed through the following tickets:

  10356267

  10364657

  It appears the matter has been resolved. Should you continue to experience issues with billing, please contact **********************************

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service 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 am being billed monthly to a paypal account in the amount of $59. I have attempted numerous times throughout the past year to solve this problem. The account I know of was cancelled; however there must be another account I am not familiar with that is tied to my paypal account. I have submitted multiple tickets, called, and continue to get an automated loop and the support line says there is no one and no phone available in billing. I am seeking a year of refunds for this billing of services I do not use and have attempted to cancel and also am seeking resolution to ensure the monthly billing is in fact canceled and no longer drafting from my pay pal account.

  Business Response

  Date: 10/18/2022

  Hi *******, 

  I've reviewed your most recent communications with our support team. 

  In your message, I see you referenced the email address **************************** and mentioned this was the paypal account associated with the account about which you are enquiring. To maintain the privacy and security of our members' accounts, we can only discuss account specifics when communicating with an email address associated with the account in question.

  Would it be possible for you to write to ****************************************** from this email address? 

  Customer Answer

  Date: 10/19/2022

   I will attempt to contact mailchimp through the account recovery email from the associate email that I am being billed through; however, I can neither accept or reject their response without knowing  the ultimate result. This could be another loop that we get into where still nothing is resolved and billing continues to charge $59 monthly to my paypal account.  

  Business Response

  Date: 11/01/2022

  Hi *******, 

  I'm seeing that you were able to work with our billing team to remove the payment method for the account in question. I also see that our account recovery team clarified which email address is associated with the login profile for this account. 

  Should you continue to run into issues with login or billing, either of these teams will be glad to continue assisting. 

• Initial Complaint

  Date:09/20/2022

  Type:Sales and Advertising 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 had enrolled in the MailChimp paid account during May 2022 and had used it for few weeks. During the week of June 8th, had downgraded my account to free type. Have NOT used the MailChimp functions since after June 5th. Also have less than 500 contacts loaded. MailChimp did not process the downgrade to free account and kept billing me $15.30/month for past 3 months. Tried to call their billing department, surprising they dont have any number to call. So called their sales department and requested them to send my compliant to billing. Even after giving the run around, billing department refuses to reverse the charges. This week (Sept 19) downgraded the account to free status SECOND time. Hoping BBB can reason with them and get my refund for past 3 months.

  Business Response

  Date: 09/27/2022

  To Whom It May ************************* user has been refunded for the previous 2 months. As such, we consider the matter resolved. Should this member have any additional questions, we'll be happy to assist. 

• Initial Complaint

  Date:09/02/2022

  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.

  I have one week trying to get in contact with customer service and tech support. They seem to have blocked me the next day that I open the account and yet charged my credit card. I have tried to communicate with them and it is a robot that answers in their website and when I call the phone number that appears on the website you only get sellers who tell you that they cannot help.Mailchimp do not no provide the support blocked accounts without warnings but they charged me the month fees. I want the refund Please

  Business Response

  Date: 09/06/2022

  To Whom It May *********************** appears this member's account has been disabled for violations of our Standard Terms of Use as well as Acceptable Use Policy. We are unable to support this member's account.