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Business Profile

Photo Retouching

PicMonkey LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Photo Retouching.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 7 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/29/2023

    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.
    This business is a scam. Three years ago I signed up for a free trial and immediately cancelled but they have been charging me without my knowledge. I havent gotten a single email since I cancelled the trial until this morning that STILL didnt say they were charging me just thanks for signing upDo NOT download their app! Its a scam!

    Business Response

    Date: 10/18/2023

    Hi there,
    Very sorry for the late reply to your BBB complaint.
    I noticed you also reached out to PicMonkey on Sept 29th advising us you no longer use the service. A refund was issued within a few hours and the subscription was cancelled, as per the email no more fees will be taken and you should have received the refund by now.
    We're sorry you thought you couldn't come to us before raising the complaint. We previously allowed a 14-day cooling-off period for all annual subscriptions. Now we've introduced reminder emails so everyone gets a notification 7 days before their fee is due.
    Please get in touch if you need anything further.
    PicMonkey Support Team

  • Initial Complaint

    Date:10/12/2022

    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 don't even know what this company is and they have been taking money out of my account for at least a year...I swear I will find them and sue ********** in the world did they even get my debit card number?? How are they able to do this?? You better find my info and issue me my money back or I will be taking this to court

    Business Response

    Date: 10/13/2022

    Hi there,

    Very sorry to hear you've been charged for a plan you don't need or want.

    Having looked up your email I see you reached out to us yesterday. We've already responded to your query and are awaiting further information in order to help solve this.

    The email address you contacted us on, the one linked to this BBB complaint is not registered with PicMonkey. I'm sure you can understand that without the correct email we cannot solve your issue. The site is fully self-serve, we don't have salespeople nor do we offer to sign people up. You have to do this yourself and since you are being charged by PicMonkey, it would seem your payment information is tied to an account under a different email address.

    In order for us to find this plan, we need additional information. We sent this request in our reply yesterday, once we hear back from you we'll begin the search and help you find and close the active subscription.

    Thank you.

    PicMonkey Support Team

  • Initial Complaint

    Date:09/25/2022

    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 signed up for a pic monkey trial to see how it was and if it would help me with my schoolwork but it wasnt helping me so I canceled the subscription. A few days later (today), I look at my bank account and I see it has billed $72 to my account on September 24th, 2022. It says the transaction is still processing, but I dont want to be charged for an amount of money that I didnt spend. By didnt spend, I mean, I didnt use any of the premium features that came with the trial. I canceled the subscription a bit ago but it still said I was subscribed when I checked the website and I had to unsubscribe again. Please fix this and refund my money.Thank you,*****************************

    Business Response

    Date: 09/26/2022

    Hi ********,
    I'm sorry to see your BBB complaint.
    Had you reached out to us directly we could have helped you solve this without any fuss. We currently practice a 14-day cooling-off period from your charge date once the site has not been used.
    You should know that BBB has no influence on our refund decisions and cannot submit one for you. If you would like our help, you can reach out via our contact page on the website or ******************************** You are still within the 14-day window based on your charged date.
    We look forward to you getting in touch.
    Thank you.
    PicMonkey Support Team

  • Initial Complaint

    Date:09/11/2022

    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 signed up for a service because that was the only way I could determine if it could do what i needed. Within a couple of hours I determined it could not and cancelled my 12 month subscription. the company refuses to refund my money.

    Business Response

    Date: 09/12/2022

    Hi there,
    I'm very sorry to see your complaint with the BBB. Your conversation with our support team is still open.
    It was only a few hours ago that you sent your last message. The team are primarily based in Ireland and although you did have quick responses to start with, it was late when you sent the previous email informing us of the cancellation and request for a refund. And only an hour and a half before you advised you submitted the complaint to the BBB.
    FYI, we currently offer a 14-day change of mind period once the site hasn't been used. Our team will respond to you soon with an update on your request.

  • Initial Complaint

    Date:08/11/2022

    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.
    Decided to try picmonkey for photo editing, they had a free trial so I signed up. I was not impressed and cancelled the trial a few hours later. Imagine my surprise being charged $120 for a free trial. I reached out to the company and was told that they would only issue a partial refund. I screen shotted the fact that this was a free trial and anything suggesting it wasnt was misleading marketing. After that the rapid responses stopped and I have still not received a resolution. At this point I am escalating with my credit card company and reporting this company to the attorney generals office as this seems to be a predatory practice of this company.

    Business Response

    Date: 08/12/2022

    Hi there,
    Very sorry we couldn't sort this out via our back-and-forth email correspondence. Apologies for the delay, our team is based in Ireland and so there can be some delays depending on the time of day.
    In relation to your query the prorated offer for a refund is still an option. We cannot issue a full refund of the fee when you manually opted to upgrade the plan and use the tools we offer. We do offer a free trial but not all tools are included, which is stated on our pricing page as you sign up. You also clicked to upgrade and submitted the payment yourself, with the fees fully outlined.
    If you would like for us to submit the prorate refund please get back in touch, we are currently waiting on your reply to our last email.

  • Initial Complaint

    Date:07/22/2022

    Type:Order 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.
    On 7/15/22 I signed up for PicMonkey then cancelled my subscription on 7/16/22, but subsequently was charged the full annual fee of $75.24 on the next day, 7/17/22. Nowhere in their advertisement did it state that we will be charged fees after cancelling the free trial or subscription. All it says in the cancellation email is that "no further action is required on your part."

    Business Response

    Date: 07/24/2022

    At account creation, we strive to clarify that your subscription fee is charged when the 7 days trial finishes and automatically renews until cancelled. This is under the Terms of Use policy, agreed upon when creating a PicMonkey account. Im sorry this wasnt more clear at set-up.


    I had a look at your account details and found the free trial was not cancelled before it ended, but a few minutes after we made the charge (probably after receiving the notification from PayPal). As PicMonkey is a prepaid service, cancelling a subscription won't issue a refund but prevent it from renewing in the future.


    That said, you contacted us a few days later after cancelling the subscription and we refunded the payment. You can contact us again if you need more details.


    I'm sorry you didn't have a good experience with our service, If you've any suggestions for us please let us know.

    Customer Answer

    Date: 07/25/2022

     
    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,

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

PicMonkey LLC is NOT a BBB Accredited Business.

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