Complaints

This profile includes complaints for Preply, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Preply, Inc.

  1309 Beacon St Ste 300 Brookline, MA 02446-5252

• 

  Preply, Inc.

  1309 Beacon St Brookline, MA 02446

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:06/17/2025

  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.

  Preply is a tutoring service. I was ******** on the website. All of a sudden, I got a $92.40 charge. I didnt give them any card information so I dont understand how this happened. They want me to give them the last 4 digits of my debit card and they said they cant locate my email address. This is suspicious because they have been emailing me!!

  Customer Answer

  Date: 06/28/2025

  I have not heard from the business in response to my complaint. They want the last 4 digits of my debit card in order to refund me the money. I am very suspicious.

• Initial Complaint

  Date:06/08/2025

  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.

  On or around May 2025, I paid MYR 72 (Malaysian Ringgit) through the Preply platform for two remaining Japanese language lessons. Shortly after leaving negative feedback for a tutor, my account was permanently blocked without warning or explanation.The tutor I rated negatively apparently reported me, and instead of addressing the issue fairly, Preply blocked my access to the platform and the paid services. I reached out to Preply support by email but received no reply. I also contacted them using a second account, and they responded only to say they would not provide any information about the original account. Since then, they have ignored all follow-up messages.This is highly unprofessional and unethical behavior. I paid for services that were not delivered, and I was denied access based on what appears to be retaliation for honest feedback. I am requesting a full refund of MYR 72 and an investigation into this matter.

• Initial Complaint

  Date:05/23/2025

  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 subscribed to English learning courses on the Preply platform on May 21st. Unfortunately, my account was banned by the platform the next day. And the platform refused to provide any valid reason or relevant explanation. Moreover, Preply refused to offer me a refund service when I didn't receive the corresponding services.The following is a part of the Preply's refund policy: In case Preply suspends or terminates your account due to the breach of these Terms or any of Preply's policies, you understand and agree that you shall receive no refund or compensation for any unused lessons (whether scheduled or not), or loss of any content or information associated with your account. In addition to the aforementioned, Preply is entitled to withhold any funds remaining on your account as liquidated This is totally a tyrannic clause that excludes the consumer's main rights. First, its essence is to take "account termination" as the reason for completely exempting the refund obligation, without distinguishing the correlation between the degree of violation and the refund (such as whether all fees need to be deducted for minor violations), which may constitute a restriction on consumers' right to fair transactions. Second, business operators shall not exclude consumers' right to "refund unspent advance payments" from standard terms. Merchants shall not completely deprive consumers of the right to refund unspent funds on the grounds of "user violation", unless it can be proved that the consumer's violation directly led to losses for the merchant (such as the leakage of course materials, etc.). Thirdly, platform have set unreasonable restrictive conditions in the contract, such as unreasonable return restrictions and restrictions on consumers' rights protection channels, it is suspected of violating the provisions of Article 5 of the ************************ Act.

  Customer Answer

  Date: 06/03/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:05/04/2025

  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.

  Ongoing subscription; next renewal May 10, 2025. Subscription is active and paid. Preply **** advertised flexible access to online tutoring through a subscription model, with the ability to manage scheduling and billing, and responsive customer support. Ive used the platform regularly. When my tutoraffected by international power outagescouldnt meet, I requested a renewal extension. Preply denied it, citing a one-postponement-per-cycle rule, despite the disruption being due to a widely reported disaster. Furthermore, I requested to switch from the subscription model back to a *******pack model I was on before switching. Preply representatives said my account could not be reverted to the previous model and that this change is permanent. This restriction was never disclosed when I was encouraged to switch to a subscription model. I would not have agreed to a permanent change. Their reasoningthat my husbands older account remained in the flexible model while mine (created earlier) was locked into subscriptionis inaccurate. Preply support refused to escalate the issue further, despite my repeated and polite requests to speak with someone above the current support team. I consider these policies to be misleading, overly rigid, and unfair, especially given the lack of transparency and refusal to address account discrepancies or allow a simple pause in service due to circumstances beyond my control. Agents responded to my inquiries but offered no meaningful resolution. They repeatedly stated that the system doesnt allow changes, and declined to escalate my complaint meaningfully or provide an explanation that aligns with the facts of my account history. The company's website and support articles present the subscription model as flexible and customer-friendly, but do not disclose that switching to the model is irreversible or that accounts will be permanently locked into it. The advertising and onboarding processes lack transparency for informed consent.

  Customer Answer

  Date: 05/17/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:04/21/2025

  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.

  Weekly subscription, canceled the remaining two hours way before the 24hr or 12 policy they state. Yet this company refuses to give me my refund. 3 different agents get on to give me the run around stating they are looking into it. 15mins goes by then it's a new person with the same prewritten speech. They must think people are stupid. TERRIBLE COMPANY NEVER DO BUSINESS WITH THEM. THEY DONT HONOR THE POLICIES THEY HAVE SET. A partial refund for $24. What a shame this company is an embarrassment

  Customer Answer

  Date: 05/03/2025

  I have not heard from the business in response to my complaint.

  The business refused and kept transferring me over 5x.

  I had to call my bank to resolve the issue.

  Business never contacted

• Initial Complaint

  Date:04/17/2025

  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.

  Complaint Title:Unauthorized charge and partial refund for subscription I never activated Complaint Text:I am filing this complaint against Preply **** for charging me for a subscription I never authorized or activated. On April 15, 2025, an amount of $211.15 CAD (****** USD) was withdrawn from my account by ********************** **** without my consent. I did not subscribe to any monthly plan, nor did I confirm or agree to any recurring payment.After contacting their support, I received a partial refund of only $190.09 CAD (****** USD). They claimed the difference was due to processing and currency conversion fees. This is completely unacceptable, as I never agreed to this charge in the first ******** a regular and long-time user of the platform, I am extremely disappointed by how this issue was handled. Preply refuses to return the full amount or even offer the remainder as credit on my account, despite acknowledging the issue.I request a full refund of $211.15 CAD and that Preply change its billing practices to ensure no unauthorized subscriptions are processed in the future.I have attached my bank statement as evidence of the unauthorized charge and partial refund.

• Initial Complaint

  Date:03/13/2025

  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 am filing a formal complaint against Preply, Inc., an online tutoring platform, regarding their unjust termination of my tutor account and the wrongful withholding of my earned funds, about USD 150.Issue Summary Preply blocked my tutor account, citing an alleged violation of their policy against exchanging contact information before a students first payment. However, I did not violate this policy, and Preply has provided no concrete evidence to justify their ********** a result, Preply has also refused to release my legitimately earned money, which was accrued from completed lessons. This is an unethical and unfair practice, as they are withholding payments for services I have already rendered.Attempts to Resolve the Issue I have attempted to contact Preplys support team for clarification and to request access to my earnings, but I have received no response at all. They refuse to provide transparency or reconsider their decision, leaving me without a means to recover my funds.Desired Resolution I am requesting that Preply:Release my rightfully earned funds without delay.Provide clear evidence supporting their allegations or reinstate my tutor account.Ensure transparency and fair treatment for all tutors on their platform.Preplys actions amount to unjust enrichment and wrongful withholding of earnings, which should not go unaddressed. I kindly ask the BBB to investigate this matter and hold Preply accountable for their unfair business practices.I appreciate your time and assistance in resolving this issue.Thank You So Much!

  Customer Answer

  Date: 03/24/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:01/26/2025

  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 monthly lessons on ************************** and would like to discontinue my $50/month charges but there is NO WAY to do this. I have tried on 3 different days to cancel my subscription buy I get an error message saying "something went wrong" and to report the problem to customer care but there is no customer care listed on the site. I have clicked around on different pages and have not been able to find any way to contact someone-- by phone or by email. I don't need a refund for the months that I paid, I just want to be able to cancel NOW.

• Initial Complaint

  Date:01/13/2025

  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.

  Dec 5 paid for 8 ******s with Preply tutor Jan 13 the tutor has changed all the ******s due to inavailability. Some of the ******s are carryover credits from previous ******************************* platform will not issue you a refund due to their policy unfair/unjustified to forfeit customer subscriptions. The tutor is unavailable and the system does not allow you to request for refund of the unused credits. If the tutor/Preply system doesnt open his/her calendar for scheduling future ******s, then those ******s are forfeit (paid for). I contacted the customer service agent through chat and have screenshots wherein they state they can only refund for the full unused total ******s. In other words, the control of the ******s are all in Preply. It is systematically taking advantage of customers to pay upfront for future obligations,and will not return the unused portion even if their own tutors cxl or reschedule. 01/ 14 I requested to cancel a subscription (8 ******s) that was just renewed same day w/in minutes. Preply stated refund processed for *****. However, Preply also cxled the previous 7 ******s for which I was owed to reschedule due to tutor unavailability. After reporting to the agent named ***, all ******s current/planned cleared the entire screen as if no credit balance of hours were ever owed. shown attached (Before /After). Another feature in Preply customers will not understand the impact of autoconfirmation.Clients are expected to "confirm" the ****** after completion. If it hasn't taken place, the ****** is 'autoconfirmed" by Preply.Meaning if the ****** didnt happen, Preply claims it did and cannot refund you. ie paid 10 ******s, if the tutor cxled his ******, the customer gets a credit balance and if not rescheduled, is forfeited.for this, the customer cannot appeal for refund b/c ********************** says the balance was used.This predatory, common theme of unfair practices by Preply seeks advantage from unknowing customers.Thank you

  Customer Answer

  Date: 01/23/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:12/18/2024

  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.

  Preply is a platform for tutoring- you pay for ******s with a tutor through them. They have a subscription based model now where you are forced to "subscribe" to a minimum number of ******s per month in order to continue with your tutor, you cant do one off ******s. (at least last I checked.) I subscribed to 1 ****** per month with my tutor but have been unable to meet with her for months as our schedules completely dont align based on time differences. Preply just informed me that if you do not schedule your ****** with your tutor in 28 days, that ****** EXPIRES. Meaning Preply keeps your monthly subscription which you are getting 100% zero return from as its a service based company, and no service is being rendered. They arent SaaS, providing something that you pay for access too even if you dont use it, you are paying for the ******s you receive. If I dont receive a ******, how is it at all legal that the money ive paid them doesnt become a balance in my account that I can transfer to new ******s? When I requested a refund they "restored some old ******s which had expired. This seems highly predatory to me and should not be allowed. There should be no such thing as a ******, or your balance that you pay Preply for NOTHING if no ****** is taken, "expiring."