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Business Profile

Stock Photos

Getty Images

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Getty Images's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 293 total complaints in the last 3 years.
    • 93 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:05/06/2024

      Type:Sales and Advertising 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.
      iStock by Getty Images offered a 14-day free trial for an annual subscription, "billed monthly." There was never an indication in any of the communication about the free trial or in the subscription that monthly payments would be required for 12 months and there would be no option to cancel once the free trial ended. I turned off auto-renewal on my account assuming the billing would cease, but noticed my account has been charged the monthly cost of ~$75. I didn't notice any other option to cancel my subscription and contacted customer service to see if they could help me. That is when they notified me via email and attached a long winded contract I had never seen before. I replied letting them know the free trial and option to turn off auto renewal language is misleading and without supplying a copy of the terms and contract prior to the end of the free trial and or before the free trial, the contract is invalid. I am awaiting a response, but wanted to be proactive. I've noticed a lot of complaints on Internet forums about the misleading language surrounding the entire process and the inaccessibility to cancel forcing people to pay ~$900 within a year to them.

      Customer Answer

      Date: 05/07/2024

      Update: See attached email. After letting them know the contract is technically invalid, the free trial verbiage is misleading and that I would be filing a complaint with BBB, they responded with this email. They have officially canceled the subscription, but will not refund me for the two months I paid for without knowing they would be billing me.

      Business Response

      Date: 05/15/2024

      ****************** contacted our **************** team on May 6th and her subscription was cancelled as requested and according to our cancellation policy.  Because ****************** actively downloaded an image during the free trial period she does not qualify for a refund according to our cancellation policy found at   **************************************************************************************; As a reminder, customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription.  A reminder email is also sent to customers two days prior to their free trial ending.

    • Initial Complaint

      Date:05/06/2024

      Type:Sales and Advertising 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 got a trial license for istockphoto. My card was charged $29 when my free trial expired. I didn't download anything with the activated subscriptions after the free trial. When I contacted the customer support about canceling my package and getting a refund, my package was canceled without warning me and any credit I had left was removed. So I paid $29 and didn't download anything, no subscriptions, no money.

      Business Response

      Date: 05/15/2024

      On April 6th, 2024, ************************ actively subscribed to a Free Trial and downloaded two images during this period. When the trial concluded on May 5th, we proceeded to charge his credit card for the initial month of the annual subscription. ************************ reached out to our **************** team on May 5th to request cancellation of his subscription, which was promptly carried out. However, since ************************ downloaded images during the trial period, he is ineligible for a refund under our cancellation policy, which can be reviewed at ********************************************************************************. It's worth noting that customers can cancel their free trial subscription either through the self-service option or by contacting **************** before the trial transitions into a paid subscription. Additionally, a reminder email is dispatched to customers two days before their free trial concludes.

    • Initial Complaint

      Date:05/05/2024

      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.
      I got charged ***** to my PayPal account that I did not authorize. Talked to customer service they claim I was signed up for a free trial that I never signed up for. they said they canceled the membership I never signed up for but they will not refund me my money.

      Business Response

      Date: 05/15/2024

      ************************ signed up for a Free Trial subscription on April 5th, 2024, and downloaded an image on the same day. Following the conclusion of the trial on May 5th, we charged his credit card for the first month of the annual subscription. On May 5th, ************************ contacted us, claiming the charge was unauthorized. After thorough investigation and confirming **************************** email address used during the purchase, it appears he unintentionally subscribed to a service he didn't mean to. Consequently, we have canceled his subscription and refunded the one-month charge.

    • Initial Complaint

      Date:05/03/2024

      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.
      In an internet search, I saw a few photos from istock photo - getty images. I signed up for the free trial. I have signed up for numerous free trials from other internet services, and never had any problems, so I did not overthink it. My mistake was, though I only used the service for a few days and 4 images, I forgot to cancel. As soon as I saw the email stating my account had been charged and saw the excessive charge of ***** in my pending, I called the company. My account had just been charged May 2, and May 2 was listed as the first date of service. I called the company customer service number immediately the morning of May 2 to cancel the subscription and ask for a credit (refund), as I had not used the service (except 4 images total between April 2nd -5th in the free trial). The charge of $***** is excessive-- especially for a service I did not use after the free trial, and cancelled on the morning of the first date of service. My subscription is currently cancelled, and I can't use it to download images, however istock photo/ getty images refuse to issue refund for the completely unused service. This is a disreputable business practice. Thanks for your help resolving this matter for myself as well as other customers.

      Business Response

      Date: 05/13/2024

      Upon successful enrollment, a confirmation email was sent to Ms. ********** During the Free Trial period, Ms. ********* availed herself of the service by downloading four images. Subsequently, she submitted a formal request for cancellation post the trial's conclusion on May 2nd, 2024. In accordance with our policy terms, as detailed at ******************************************************************************** Ms. ********* was deemed eligible for cancellation due to the absence of image downloads during the paid subscription period. It is imperative to note, however, that our policy precludes any eligibility for a refund under these circumstances.
      Our offer is transparent and straightforward; there's nothing hidden or misleading about it. Our cancellation and refund policies are clearly outlined in our Content License Agreement found here: ********************************************************************************.  As a reminder, Customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription.  A reminder email is also sent to customers two days prior to their free trial ending.

      Customer Answer

      Date: 05/13/2024

       
      Complaint: 21663334

      I am rejecting this response because:

      I cancelled the service on the morning of May 2, 2024. I did not use the paid service at all. It was cancelled on the morning of the first date of paid service. 

      The ***** is an excessive charge period, especially for a service that is effectively cancelled, and was not used as a paid service.

      I acknowledge I made an error in not cancelling prior to May 2. However as soon as it came to my attention the morning of May 2, I immediately cancelled the service, unused. I am being charged ***** for a service beginning May 2, that I did not have access to after May 2.  ***** is an excessive charge to pay for a well known business from a free trial that was lightly used weeks prior. 


      Sincerely,

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

    • Initial Complaint

      Date:05/03/2024

      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 was charged $70 for a subscription after the trial period ended. Since I was not sent a warning that my trial was set to expire, I promptly emailed inquiring about a refund. I wasnt given a clear answer(despite the fact that I never used the site except on the day I initiated the trial). They insinuated that I would be refunded but never clearly answered me. After asking for clarification in regards to my refund, they stopped responding to me.

      Business Response

      Date: 05/09/2024

      Ms. ********* iStock annual subscription was cancelled as requested, and in accordance with our cancellation policy, when she contacted **************** on April *********, which was after her free trial converted to a paid subscription.  Because ******************** downloaded an image during the free trial period, she does not qualify for a refund.  Our cancellation and refund policies are clearly outlined in our Content License Agreement found here: **************************************************************************************; As a reminder, Customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription.  

    • Initial Complaint

      Date:05/01/2024

      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.
      I have contacted iStock to cancel the annual subscription as I am unable to afford it and I'm not using it. They informed me it can't be cancelled and I must pay every month for the rest of the year term. I would like to be refunded, not billed further and have my account closed permanently, with all of my information wiped from their database. The internet is filled with complaints of iStock's deceptive billing practices.

      Business Response

      Date: 05/09/2024

      ****************** enrolled in an iStock annual subscription on March 30th, 2024. She accepted the terms of the subscription, which included monthly billing and a policy that clearly states cancellation is not possible until the end of the committed period.   However,because ****************** only downloaded a single image on the first day she enrolled, it appears she made a mistake and chose the wrong subscription.    We have carefully reviewed the circumstances surrounding this matter and have cancelled Ms. ******** subscription,as a courtesy, and there will be no additional charges to her credit card.  

      Customer Answer

      Date: 05/09/2024

       
      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:04/28/2024

      Type:Product 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.
      I regretfully signed up for a few trial with I stock images. My subscription was cancelled in time, yet I'm being charged $70 a month. I haven't been in my account for months. I need my account closed expeditiously, and also request a refund, please!

      Business Response

      Date: 05/09/2024

      Because ********** did not download any images during her free trial, and has not used the paid subscription, we have cancelled her subscription as requested and refunded her the the fees she was charged according to our iStock cancellation policy. 

      Customer Answer

      Date: 05/09/2024

       
      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:04/21/2024

      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 was charged $70 for a membership that I didnt want. Within moments of being charged I asked them to reverse it and never used the service provided by iStock. Upon asking for a refund they just told me they would cancel my account but would not give me my money back. They debited my PayPal account for $70 connected to ******************** PayPal transaction ID was *****************

      Business Response

      Date: 05/09/2024

      **************** iStock annual subscription was cancelled as requested, and in accordance with our cancellation policy, when she contacted **************** on April 22nd, 2024, which was after her free trial converted to a paid subscription.  Because ************** downloaded 3 images during the free trial period, she does not qualify for a refund.  Our cancellation and refund policies are clearly outlined in our Content License Agreement found here: **************************************************************************************; As a reminder, Customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription.  A reminder email is also sent to customers 2 days prior to their free trial ending. 

      Business Response

      Date: 05/09/2024

      Please use the following edited response:

      **************** iStock annual subscription was cancelled as requested, and in accordance with our cancellation policy, when he contacted **************** on April 22nd, 2024, which was after his free trial converted to a paid subscription.  Because ************** downloaded 3 images during the free trial period, he does not qualify for a refund.  Our cancellation and refund policies are clearly outlined in our Content License Agreement found here: **************************************************************************************; As a reminder, Customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription.  A reminder email is also sent to customers 2 days prior to their free trial ending. 

       

      Customer Answer

      Date: 05/09/2024

       
      Complaint: 21604987

      I am rejecting this response because:

      I cancelled the plan within moments of seeing a charge go through as I wasnt receiving emails from istock as they were rerouted to spam. This is unacceptable. I didnt download any images during the paid period and I only tried a few images during the free trial period. I think the words free and trial speak for themselves here. Do I need to pull up definitions of these words or will you just refund me my money and avoid unnecessary future actions, reviews, etc..


      Sincerely,

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

    • Initial Complaint

      Date:04/20/2024

      Type:Sales and Advertising 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.
      On January 28th, I signed up for istock, I first selected a monthly basic plan, however during the checkout process, I was redirect to upsale page for the previous plan on a free trial. I had assumed this was still a month to month plan, it wasn't untill today after reviewing my bank statement that I realized this $70 plan was monthly installments on an annual plan. I am a small business owner and just needed one picture for my website. As mentioned on many messages boards, review sites, and the BBB. No one expects a subscription to be an annual installment plan, as this is not a normal business practice. It seems istock is taking advantage of the normal human behavior of skipping the fine print because the terms, while they are present. Most consumers just see the big green button that says $0 and proceed, unknowingly unknowingly forcing people into a very expensive contract for stock images. I am requesting that my account be cancelled and no further charges be made on my account, and also requesting a refund for the month of service that was not used. Additional I would like at the very least, when a consumer is checking out for your installment plan that a clear in common text , statement be issued to them letting them know what exactly they are purchasing, as this is not a normal business practice and consumers should be made aware fully what they are purchasing. You are obviously using their unawareness to your advantage considering the multiple complaints, reviews, and blogs speaking of this same exact issue.

      Business Response

      Date: 05/03/2024

      We have carefully reviewed the circumstances surrounding this matter can confirm **************** subscription with iStock has been cancelled and there will be no additional charges to his credit card.   We firmly believe that sufficient information (see attached screenshot) is clearly provided to allow for an informed decision to be made by customers; however, it does appear ************** enrolled in an annual subscription in error as he only downloaded a single image during the trial period.  As a courtesy to ************** we have refunded him for one of the two months he was charged. 

    • Initial Complaint

      Date:04/16/2024

      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.
      iStock photo web site is deceptive. It uses the word "subscription" for what is actually commitment to a payment plan. I clicked a button that committed me to 12 months of $70/month. But the entire experience is designed to make it look like a $70/month subscription. It is not a subscription. Once you click, you incur a debt of $840, but it looks like you are just paying $70.I want to cancel. They refuse. I offered to convert to their more expensive month-to-month plan retroactively. They refuse. There are hundreds of other people like me ... they have even formed a ************** called Getty Images Victims.

      Business Response

      Date: 04/29/2024

      ************ enrolled in an iStock annual subscription on February 9th, 2024.  He accepted the terms of the subscription, which included monthly billing and a policy that clearly states cancelation is not possible until the end of the committed period.   However, because ************ only downloaded images on the first day he enrolled, it appears he made a mistake and chose the wrong subscription.    We have carefully reviewed the circumstances surrounding this matter and have cancelled ************** subscription, as a courtesy, and there will be no additional charges to his credit card.  

      Customer Answer

      Date: 04/29/2024

       
      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,

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

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