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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

    • 290 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/19/2023

      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 and cancelled prior to its end only to be charged later on. When I contacted the company they refused to acknowledge that I had cancelled, and instead locked me into an annual subscription for $840. They respond to my emails by saying the matter is closed. I went to read reviews to see if I was the only one, only to see hundreds of reviews stating its a scam. Everything from my situation of a trial not being cancelled to issues with the trial not being properly reminded of its end date, the annual subscription they lock you into not being clear when signing up, not easy to cancel, and some people being offered a deal of $450 to cancel early.

      Business Response

      Date: 12/22/2023

      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 6th, 2023, **************** actively opted for a Free Trial subscription.   After the free trial period concluded on December 5th, we billed his credit card for the first month of the annual subscription.     As a  courtesy to ****************, we have cancelled the annual subscription.  There will be no additional charges to his credit card. 

      Customer Answer

      Date: 12/22/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:12/19/2023

      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 signed up for the free trial on 11/6/23 to use for marketing for work. Knowing that it was a free trial I used my own debit card not the company card. I set my calendar on 12/6/23 to cancel the subscription thinking a month would be the same day as I signed up. However, I was wrong. When I received an invoice on 12/6/23 for $73.85 I called the customer service hotline and spoke with two representatives. The first one told me that he couldnt help me and that I need to fill out the form on the site to get my refund. The second representative also said the same. He did inform me that I was a day late in cancelling the subscription which I was unaware of. Istock DID NOT specify that the free trial date "started on 11/6/23 and ended on 12/5/23." If I would have seen that the trial ended on 12/5/23 I would cancelled earlier. In the form I filled out I specified that I wanted a refund and to cancel my annual subscription and account. I also stated I thought that 12/6/23 was within the month free trial. I only downloaded two pictures on 11/6/23 and did not use it after. I emailed them twice. The first email only told me that I signed up for the free trial subscription and that if I didnt cancel within the month I would be responsible for paying for the whole year. The email did not address my concern that I thought the free month trial ended Dec 6. In my second email I expressed the same concerns. I also said that I wanted to speak with the billing department via phone. The last email said that they could not cancel my subscription. They also said it was not possible to receive support over the phone. They also did not tell me how I could close my account. I responded in an appropriate timely manner for me to get a refund. I was also professional and used istock for a business. I need my refund and cancelled subscription. I work for a health care business and do not want my company to be involved but may need to if this does not get resolved.

      Business Response

      Date: 12/22/2023

      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.

      Ms. ***** case:

      On November 6th, 2023, ****************** actively opted for a Free Trial subscription and downloaded 2 images the same day.  After the free trial period concluded on December 5th, we billed her credit card for the first month of the annual subscription.  ************ contacted us on December 6th,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 the annual subscription.  There will be no additional charges to her credit card. 

      Customer Answer

      Date: 12/27/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and they have cancelled my subscription as requested.

      However, I was not happy that I had to make multiple attempts to the point of needing to leave a public complaint to get my subscription cancelled and money back. 


      Sincerely,

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

    • Initial Complaint

      Date:12/18/2023

      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.
      The the 30 day trial ended, I tried cancelling the service. When I called the customer service line, a recorded message advises you must cancel online. When I attempted to cancel online, I get error messages. I sent an email, but have not gotten a response. This company makes it hard to cancel. Now I am being charged for a service I do not want.

      Business Response

      Date: 12/22/2023

      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.
      Ms. ******* case:
      On October 18th, 2023, **************** actively opted for a Free Trial subscription and downloaded several images during the trial period.  After the free trial period concluded on November 17th, we billed her credit card for the first month of the annual subscription.
      **************** contacted us on December 18th,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:12/18/2023

      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.
      Hello, I signed up for a free trial with iStock.com. When I read the terms and conditions, I was under the impression that the subscription was monthly and not annual. I did not receive any updates from iStock about my free trial ending. On 12/18, I received an email that I was being charged $70 for the beginning of the trial, for a total of $700 annually. I was also advised in that email that I would be charged monthly for the remainder of the year. I called the customer service number to speak with someone to cancel my subscription, and the service agents refused to transfer me to an agent. Instead, they told me that all cancellation requests or disputes must be handled via email. I am requesting that my subscription be cancelled and that all future payments be cancelled. I also would like my account to be deleted.Based on TrustPilot and other online reviews, this is a persistent problem with this company.

      Business Response

      Date: 12/22/2023

      We have confirmed ****************** subscription has been cancelled and there will be no additional charges to her credit card. 

      Customer Answer

      Date: 12/22/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:12/18/2023

      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.
      iStock used deceptive, unfair, and abusive business practices to scam me into committing to a year-long month-by-month subscription that is not cancellable. I logged in and thought I cancelled it, and it turns out I only cancelled the auto renewal at the end of the year. Since I didn't realize this until after the "free trial" ended, I was told I could not cancel what I reasonably thought was a month by month subscription. I emailed to request a cancellation and was told I could not. I was shown screen shots that showed dollar amounts in CAD, not USD - therefore, I had never seen those screens before. There are HUNDREDS of recent complaints from consumers in this exact situation. This is not one person being confused - this a clearly DECEPTION on behalf of iStock/Getty images. I would like this subscription that I was scammed into to be cancelled immediately.

      Customer Answer

      Date: 12/18/2023

      Hi *******,

      Complaint ID ******** has been resolved. iStock has cancelled the subscription they scammed me in to.

      I assume you will receiving numerous complaints against iStock from others. My online research revealed hundreds of other consumers in the same situation I was in.

      Thank you for your ************** today.

      Regards,
      *****

    • Initial Complaint

      Date:12/17/2023

      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.
      The website get my money from credit card with my permit, so I want get back this money

      Business Response

      Date: 12/31/2023

      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.

      Mr. ******** case:

      On November 17th, 2023, Mr. ******* 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 Hongwei, we have now cancelled the annual subscription. There will be no additional charges to his credit card.


    • Initial Complaint

      Date:12/17/2023

      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 signed up for a free trial with Istockphoto. On the sign up it mentions that cancelling will prevent you from going into a non-refundable annual contract of $70. On your account setting, there is a "turn off autorenewal" button but that does not cancel the free trial. There are many others who are experiencing the same issues as I am. I have not utilized any services other than the 2 days after sign up.

      Business Response

      Date: 12/20/2023

      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.

      As a courtesy, Ms. **** account has been cancelled and there will be no additional charges to her credit card. 

      Customer Answer

      Date: 12/22/2023

       
      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. I wish for my card information to be erased from their system and will be monitoring future statements to ensure cancellation of future charges. 

      Sincerely,

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

    • Initial Complaint

      Date:12/17/2023

      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.
      I signed up for a free trial. When I went in to cancel my membership before the free trial ended, the company had ended my free trial at 11 am on the day before my free trial was supposed to end. The company has only email regarding customer service to handle cancellations and they refused to cancel a yearly membership or refund me. This company has the worst customer service. You can call in and talk to someone if you want to give them money, but there is no one to talk to if you want to cancel your membership. Do not do business with this company. All they care about is taking your money. Send me a refund and cancel my membership now!

      Business Response

      Date: 12/20/2023

       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.

      Mr. ********** case:

      On November 13th, 2023, ********************** actively opted for a Free Trial subscription and downloaded 2 images during the trial period.  After the free trial period concluded on December 12th, we billed his credit card for the first month of the annual subscription.  ********************** contacted us on December 13th, expressing his desire to cancel his subscription. He was informed of our refund policy and provided with instructions on how to turn off the auto-renew feature to prevent the renewal of the annual subscription.  As a one-time courtesy to **********************, we have cancelled the annual subscription.  There will be no additional charges to his credit card. 

    • Initial Complaint

      Date:12/16/2023

      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 signed up for a free trial for iStock by Getty images subscription services. After the free trial, the subscription automatically renewed to a paid subscription, and there is no way to cancel the subscription service. I tried contacting customer service through email and phone number, and they dismissed my case without providing a reason why. In their cancellation policy, it says customers are entitled to a cancellation if specified by local law. I sent them this information in my email: I am a ********** Resident, and upon reviewing the ********** Automatic Renewal Law, I have noted that businesses are required to obtain the consumer's affirmative consent before charging them for automatic renewal or continuous service offers. The terms were only presented at the beginning of the free trial. Specifically, the ********** Automatic Renewal Law states that consumers must receive notice and then provide consent at least 3 days before and at most 21 days before the expiration of the predetermined free trial period. Regrettably, I did not receive any such notice within the specified timeframe, so your company has violated local law. As per your cancellation policy, I am entitled to a cancellation of my account and all recurring payments. I received no response after 1 week, because my case had already been dismissed with no reasoning provided whatsoever. Many other customers had the same issue with dismissive customer service and unfair business practices.

      Business Response

      Date: 12/20/2023

      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.

      As a courtesy, Ms.  Edelens account has been cancelled and there will be no additional charges to her credit card. 

    • Initial Complaint

      Date:12/14/2023

      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 iStock trial for 30 days. I used 2 photos and had trouble finding the cancel procedure during the trial as it is not easy to navigate to. I then get an email saying Im locked in to a full year membership costing $850. No email that reminds customers of the free trial ending soon, as all free trials do, was sent. Furthermore, youre locked in for a 1 year subscription. They replied and offered me a one time payment of $425 to be allowed to cancel early. I refused this offer as I dont believe it is a fair settlement. I would take responsibility for 1 month ($96.05) that has already been charged since I should have cancelled, but I think the rest of the subscription should be waived and payments ended. I emailed support saying that this was improper business etiquette, they refused to see my point. This is a manipulative way of luring in unsuspecting customers and it is deplorable for a corporation of this magnitude.

      Business Response

      Date: 12/20/2023

      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 8th, 2023, **************** actively opted for a Free Trial subscription.   After the free trial period concluded on December 7th, we billed his credit card for the first month of the annual subscription.   He was informed of our cancellation and refund policies. As a one-time courtesy to ****************, we have cancelled the annual subscription.  There will be no additional charges to his credit card. 

      Customer Answer

      Date: 01/03/2024

      I just wanted to say thank you for assisting with my resolution in regards to complaint #********. The business offered a fair settlement. I don't think that would be possible if it wasn't for your help. 

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