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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

    • 289 total complaints in the last 3 years.
    • 91 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:12/26/2023

      Type:Billing 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 10/15/2023, I started a one month free trial of iStock from Getty Images. I thought I had cancelled by turning off the "auto renew" button. But apparently that didn't work and I was charged a month later. I figured I could just call and cancel, but in the fine print down the initial ordering field it said that unless you cancel the free trial in time you get charged a yearly fee of $700 in 10 monthly payments. I discovered this at 7 am on November 16, 2023 when I was charged $70 and immediately emailed and called repeatedly with no success. They absolutely refused even after I explained that I absolutely thought I had cancelled. Everything about the iStock free trial process is designed to be confusing and to basically lock people into paying for something they do not use. So I am being billed $700 for one image. I have turned off the payment on PayPal because I cannot afford $70 a month and am stopping payment while I fight this deceptive practice. I would like to get the subscription cancelled and the $70 they took from me on 11/16/2023 refunded.I plan to request help from the ** State Attorney General if this avenue doesn't work. Thank you.

      Business Response

      Date: 01/01/2024

      Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.

      Ms. ******* case:

      On October 16th, 2023, **************** actively opted for a Free Trial subscription and downloaded an image during the trial period.  After the free trial period concluded on November 15th, we billed her credit card for the first month of the annual subscription.

      **************** contacted us on November 21st expressing her desire to cancel her subscription. She was informed of our cancellation and refund policies.  However, as a courtesy to ****************, we have now cancelled her annual subscription.  There will be no additional charges to her credit card. 

      Customer Answer

      Date: 01/01/2024

       
      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:12/26/2023

      Type:Order 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 one month free trial with istock. I tried to cancel on the last day Dec 21, 2023 but the istock website doesnt have an automatic option to do that. You must fill a form out, which I did. I was charged $96.05 two days later and told I should have canceled before the day before the free trial ended, and Im now locked into a one year contract for over $1200. I called istock but was told they dont deal with these issues over phone and Id have to send an email. When I emailed, they told me my only cancellation option was to pay a $450 one time fee. I live in ******* which has a 10-day cooling off period for these types of predatory contracts but istock refuses to acknowledge this. Im still within the 10 day period. *************************************************************************** Id like my $96.05 that I was charged credited back.

      Business Response

      Date: 01/02/2024

      Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.
      Because **************** downloaded one (1) digital file and did not cancel within the trial period, the only way to cancel the subscription is to incur an administrative fee, in accordance with our Free Trial Subscription Cancellation Policy, which was clearly explained and offered to **************** on December 24th,2023.  

      Customer Answer

      Date: 01/02/2024

       
      Complaint: 21056008

      I am rejecting this response because this predatory subscription trap is unethical. It violates *************************** law. ******* has a 10-day cooling off period for contracts that have been signed in ones home, which this was. I downloaded one image on the first day of the free trial period, and nothing after that. Shame on this company for not sending a warning ahead of the trial period ending. Maybe theyre not legally obligated to do so, but there are enough complaints about istocks predatory subscription trap that youd think theyd take this step out of common decency. I dont want your photos or your subscription. Id never actively give money to or financially support a morally bankrupt company like this.


      Sincerely,

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

    • Initial Complaint

      Date:12/25/2023

      Type:Sales and Advertising 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 signed up for a free trial with iStock.com on Nov. 13, 2023. When I read the terms and conditions, I was misled by purposely deceptive wording that the subscription was monthly and not annual as it indicated that I would be charged per month. I did not receive any updates from iStock about my free trial ending. On Dec. 13, 2023 I received an email that I was charged CA $97.75 for the beginning of the trial and then that amount for the next 11 months. The information I was provided in my initial contract page did not indicate that the end of the subscription was 7:59 UTC on Nov. 14, 2023 as shown above. It said Nov. 14, 2023. Because of the time difference my subscription ended on Nov. 13 and I had not canceled it within the first month.I contacted customer ******************** via email to cancel my subscription, as requested by the company. I requested that my subscription be cancelled and that all future payments be cancelled. I received a response on Dec. 25, ***************************************************** $425 penalty fee. I responded on Dec. 25,2023 that after reviewing the screenshot of our free trial agreement, I see that I was the victim of fraudulent misrepresentation and demanded that my contract be recognized as invalid and the penalty free cancelled. I also pointed out that their sales process wasn't compliant with ******** Consumer Law, because tax wasn't included or mentioned in the total advertised price, and because the actual total price wasn't prominently displayed, this was misleading and therefore rendered our contract void. I have yet to receive a response, however, as complaints on the BBB website among others indicates, I am unlikely to have my subscription cancelled without intervention from an outside agency. I also filled a grievance with IStock and Getty Images via PayPal. It has not yet been resolved.

      Business Response

      Date: 01/02/2024

      Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.

      Because **************** downloaded one (1) digital file and did not cancel within the trial period, the only way to cancel the subscription is to incur an administrative fee, in accordance with our Free Trial Subscription Cancellation Policy, which was clearly explained and offered to **************** on December 25th,2023.  

      Customer Answer

      Date: 01/02/2024

       
      Complaint: 21054608

      I am rejecting this response because the terms were not clearly stated and did not follow ******** consumer policy. I will be sending this along to my lawyer for legal counsel if my subscription is not canceled. 

      Sincerely,

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

      Customer Answer

      Date: 01/03/2024

      IStock has agreed to cancel my subscription with no charge. I have also received a refund. 

    • Initial Complaint

      Date:12/25/2023

      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 started a free trial to download a photo for a class I had. I instantly went to the overview page of my account and cancelled my free trial afterwards to prevent future charges BUT somehow it did not process on their end, and they emailed me today saying I am locked into a yearly contract, and they charged me $70 for my first payment. This was CANCELLED same day, and it still charged me afterward. I expect this to be reversed as this would be complete fraud otherwise.

      Business Response

      Date: 01/01/2024

      Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.

      ****************** case:

      On October 25th, 2023, ****************** actively opted for a Free Trial subscription and downloaded an image during the trial period.  After the free trial period concluded on November 24th, we billed her credit card for the first month of the annual subscription.

      ****************** contacted us on December 25th expressing her desire to cancel her subscription. She was informed of our cancellation and refund policies, and her subscription was cancelled as requested.   There will be no additional charges to her credit card. 

    • Initial Complaint

      Date:12/24/2023

      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.
      Like so many others already reported to BBB about the iStock images/Getty Images 1-year subscription trap, I hope I look out for more information before I sign up for a free trial and caught in that trap to pay 850$ for a year. I got an email from iStock image that I can get my plan to be canceled if I pay 425$, which is half of the year subscription fee. I signed up for the Getty Image victim group on ********* and they recommended to report to BBB, so I am reporting right now. I have never experienced having a refund like this, and I am very poor as I do not have a job to afford this amount of money for nothing. I haven't downloaded any images after the free trial(3 images) and they still insist I need to pay 425$ to cancel the subscription because I checked out the process they mentioned their vague contract. Please help me go through this... Thank you!

      Business Response

      Date: 01/02/2024

      Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.

      Because ************ downloaded two (2) digital files and did not cancel within the trial period, the only way to cancel the subscription is to incur an administrative fee, in accordance with our Free Trial Subscription Cancellation Policy, which was clearly explained and offered to ************ on December 24th, 2023.  

    • Initial Complaint

      Date:12/23/2023

      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 got a trial for their services for a two week period. Before I got to cancel I got COVID and forgot to cancel before it went to subscription *****. When I found out they charged me $70 I asked to have my subscription cancelled yet they refused. I dont have the funds for this! They wont work with me. No other company has ever done this. I see there are many of the same complaints here on them.

      Business Response

      Date: 01/01/2024

      Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.

      **************** case:

      On October 24th, 2023, **************** actively opted for a Free Trial subscription and downloaded an image during the trial period.  After the free trial period concluded on November 23rd, we billed her credit card for the first month of the annual subscription.

      **************** contacted us on December 1st expressing her desire to cancel her subscription. She was informed of our cancellation and refund policies.  However, as a courtesy to ****************, we have now cancelled her annual subscription.  There will be no additional charges to her credit card. 

      Customer Answer

      Date: 01/03/2024

      Thank you!  They canceled my account

    • Initial Complaint

      Date:12/23/2023

      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.
      Following a one-month free trial on iStock, I was unexpectedly enrolled in a yearly subscription of $70 per month, resulting in a total charge of $850. On the same day of the automatic renewal (12/17/2023), I promptly contacted customer support to explain that I had no intention of continuing the subscription, as I didn't plan to use the service. However, their response was"You did not cancel your trial during the free trial month, so unfortunately, canceling or refunding your subscription is not possible, even if you haven't used it." This situation is quite challenging, as I didn't continue the service due to satisfaction, but rather due to inadvertently transitioning from the free trial to an automatic renewal, leaving me without any cancellation rights, even on the day of renewal, with a substantial charge for the upcoming year. I'm currently receiving assistance due to low income, and this amount poses a significant financial burden. Is there any possibility that the Right of Rescission or Cooling-Off Rule could apply in this scenario?Order number2094654216 Order dateDecember 17, 2023 ItemiStock Premium Trial 10 - 1 Year (10 dl/month)Duration1 year

      Business Response

      Date: 01/01/2024

      Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.

      Ms. ***** case:

      On November 17th, 2023, ************ actively opted for a Free Trial subscription and downloaded images during the trial period.  After the free trial period concluded on December 16th, we billed her credit card for the first month of the annual subscription.  ************ contacted us on December 17th expressing her desire to cancel her subscription. She was informed of our cancellation and refund policies.  However, as a courtesy to ************, we have now cancelled her annual subscription.  There will be no additional charges to her credit card. 

    • Initial Complaint

      Date:12/22/2023

      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.
      The website has package deals, sold month to month and yearly. We signed up for the yearly which indicates you can download "Essentials" on a 1-for-1 basis. This indicates higher end pictures may eat up more downloads, ie a "Signature" photo may take 3 downloads of the 10 per month I receive. After signing up we found out that is not the case, and the way it is displayed is intentionally deceiving. It is a very poor business practice. I asked to cancel it within 5 minutes of subscribing and this should be honored.

      Business Response

      Date: 01/01/2024

      Every customer interaction is carefully evaluated on a case-by-case basis, reflecting our genuine commitment to customer care and fairness. We strive to maintain transparency within the framework of our clearly outlined rules and requirements. A recent inquiry from **************** involved his Annual Basic subscription, featuring a $29 monthly billing plan our most budget-friendly option. Acknowledging that **************** made a mistake in choosing this plan, we have promptly canceled ******************* subscription.  It's essential to clarify that, while a refund is not feasible, there will be no additional charges incurred.  

      Customer Answer

      Date: 01/02/2024

       
      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:12/20/2023

      Type:Service or Repair 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 free trial that I planned to use for a few months with iStock for some images that I planned to use on a website. I noticed that, even though I turned off the auto renewal option on my account, I continued to get charged for a monthly subscription fee. When asked about this, they a subtext that mentions that you have no way to cancel the subscription since it is annual. It is quite deceptive to rope someone into a yearly subscription even though the auto renew feature has been turned off. Deceptive. Even more disheartening is how other people have expressed the same deception.

      Business Response

      Date: 12/26/2023

      Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.

      ************** case:

      On October 18th, 2023, ************** actively opted for a Free Trial subscription.   After the free trial period concluded on November 17th, we billed his credit card for the first month of the annual subscription.  As a courtesy to *****, we have now cancelled the annual subscription.  There will be no additional charges to his credit card. 

    • Initial Complaint

      Date:12/19/2023

      Type:Billing 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.
      Getty Images (iStock) uses confusing language in their free trial offer. In an online age where free trials are based on a month-to-month subscription payment rate, Getty uses an annual subscription rate to which there is no "cancel at any time" option available - yet makes it seem that way - essentially committing you to pay exorbitant prices for services you no longer have or wish to use. Their customer service is very stringent in protecting their policies (which they should be) but they offer no assistance in coming to any amicable agreement in which to end a long-term service. I understand that there are T&Cs and that Getty needs to make income to remain in business. But the terms and conditions for the free one-month trial NEED to be clearer that you are committed to a full year of service WITHOUT an option to cancel at any time. Because of this confusing language, I am writing this formal complaint. My Getty (iStock) Customer Number is: ******** Subscription Type: iStock Premium 10 - 1 Year (via Free Trial Month)

      Business Response

      Date: 12/26/2023

      Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.

      **************** case:

      On November 15th, 2023, **************** actively opted for a Free Trial subscription.   After the free trial period concluded on December 16th, we billed his credit card for the first month of the annual subscription.     As a courtesy to ******, we have now cancelled the annual subscription.  There will be no additional charges to his credit card. 

      Customer Answer

      Date: 12/26/2023

       
      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. Cancelation of the subscription is all I wanted from iStock Getty Images from the beginning and I thank both the BBB and Getty Images for their time in resolving the matter.

      Sincerely,

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

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