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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/28/2024

      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.
      8/28/24: I signed up for a free trial of iStock and didn't realize that if I didn't cancel I would be charged an annual fee of $560 (split over 12 monthly payments of $74.20 including tax). When I first got the bill, I went and pressed a button on the iStock website to turn off the subscription and thought I finished the cancellation. Then today (8/28/24) I got another bill. Confused, I went back to my account and discovered that the button turned of the *annual* subscription renewal and not the monthly fee. I called the customer service line (the *** answered the phone like I was a friend waking them up from a nap) and requested that they cancel the remainder of my subscription. They said it would cost a $74.20 administration fee (including tax) to cancel the subscription. I just wanted to be done with it, so I agreed to the fee. Later, the *** said that once they canceled the subscription I would lose the month of service that I just paid for today (8/28). I did my best to convince the *** to just cancel it later in the month, but the *** took on a rude tone and told me I would have to call back later in the month to cancel if I wanted to use the services I paid for this month). I was scared I would forget and didn't want it hanging over my head, so I canceled it. Then I looked up the contract information, and I was supposed to continue service for the rest of the month. It is wrong to extort money and services from customers because they don't want to do business with you anymore.

      Business Response

      Date: 09/08/2024

      ****************** opted for a Free trial subscription on May 28th, 2024.  Her subscription was canceled as requested when she contacted **************** on August 28th.
      Having reviewed Ms. ******** case, and as a courtesy to her, we are refunding the administrative fee she was charged.  The refund will process within 3-5 business days. 

    • Initial Complaint

      Date:08/27/2024

      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.
      iStock by Getty Images did not send an email reminder regarding their free trial, and are refusing to give me a refund for the $70 they charged me for the subsequent month.

      Business Response

      Date: 09/08/2024

      ****************** actively opted for a Free Trial subscription on July 25th and downloaded an image during the trial period.   After the free trial period concluded we billed his credit card for the first month of the annual subscription.  Its important to note that 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 was also sent to ****************** two days prior to their free trial ending. ****************** contacted our **************** team on August 26th and his subscription was cancelled as requested.   Because he downloaded an image during the trial period ****************** does not qualify for a refund according to our policy found at ********************************************************************************.   

      Customer Answer

      Date: 09/10/2024

       
      Complaint: 22204125

      I am rejecting this response because I do not get to keep the images that I created during my free trial. I should promptly be refunded for the month paid that I did not use the service.

      Sincerely,

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

    • Initial Complaint

      Date:08/27/2024

      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.
      On 6/27/2024, I entered into a pricing option with iStockPhoto by Getty Images that was presented on the main pricing page as a monthly-billed annual plan. This was the information the pricing plan page defaulted to, and the only way to access month-to-month plans was via a very small and inconspicuous selection bar. When I signed up for this plan, I was not notified in a clear and conspicuous manner (or any that I can recall) that there would be no way to exit out of this as an annual commitment, which will not wind up costing me $1,188 total. In addition, I was not informed in any clear and conspicuous manner that there would be no option whatsoever to convert my plan to a monthly plan, even if I offer to pay the cost difference.When most buyers purchase a monthly-billed plan like this, it's assumed that there is a cancellation policy after the first month, because any decent and respectable online vendor would offer this if a purchase is made in error. I reached out to iStockPhoto customer service and respectfully requested that my plan be converted to monthly and that continuous monthly billing be cancelled, and was repeatedly denied on the justification that there existed small print on the customer receipt that the plan I entered into was an "annual" plan, albeit with no indication that it could not be cancelled, converted, or refunded. Overall, this company's misleading presentation of pricing options and lack of clarification that there is no functional cancellation, refund or conversion policy whatsoever seems a very unfair business practice.In way of relief, I would simply like my annual plan cancelled and converted to a monthly plan to cover the fees for this individual month, for which I will happily pay the difference. Otherwise, I am discussing the matter with legal counsel and may be left with no option but litigation. Hopefully, BBB can help resolve this matter before it reaches that point.

      Business Response

      Date: 09/06/2024

      **************** enrolled in iStock annual subscription on June 27th, 2024, and agreed to the subscription terms.  **************** has actively used his subscription downloading over 17 images since signing up.  We are able to confirm; however, that ********** subscription has been cancelled and there will be no additional charges to his credit card.    

      Customer Answer

      Date: 09/06/2024

       
      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:08/26/2024

      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 the free trial of IStock images on April 29, 2024. After this free trial it added me into a full year contract without my knowledge - It was not clearly listed to me that this contract is unable to be cancelled anytime before the full 12 months - I am unable to continue this service as it has $650 left in the contract

      Business Response

      Date: 09/06/2024

      **************** actively opted for a Free Trial subscription on April 29th and has actively used her subscription since downloading 17 images from iStock.com.   We have cancelled Ms. ******* subscription and there will be no additional charges.   ****************, because she downloaded images during the trial and paid periods does not qualify for a refund according to our policy found at ********************************************************************************.   

    • Initial Complaint

      Date:08/14/2024

      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.
      Hey I decided to go with a trial run of Istock photo . Per the usual I forgot to cancel the Trial. I was notified by my phone of a $70.00 charge to my credit card on 8/1. To my card ending in 1617. I immediately contacted them 10 minutes later. Normally when this happens a company will have the common courtesy to refund the money especially when its caught within like 10 minutes of the charge. They would not budge. Yes they had a refund policy but alot of companies do and they worked with me. I'm essentially being charged $70 for being 10 minutes late for a service I am NOT going to Use,. It is just not good customer service.

      Business Response

      Date: 08/26/2024

      We have completed review of your case and determined we can provide a one-time exception to grant you the $70 refund. You can expect the credit back to your original payment method within 5-8 business days. Thank you for trying iStock. 

      Customer Answer

      Date: 08/26/2024

       
      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:08/12/2024

      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 use their site to download a logo so at some way a trial was activated, just a day after the end of the trial got charge $70 so I immediately contact them to see what happened but the response was firm which did not matter if it was a second after I still will be charged, I did try to escale this to get a refund but it did not happened. they refused to anything for me. I am an individual not a company so they think they can not make any exception. 1 image is not worth $70 anywhere neither 2 or 3.

      Business Response

      Date: 08/27/2024

      ********************** actively opted for a Free Trial subscription on July 9th and downloaded two images during the trial period.   After the free trial period concluded we billed his credit card for the first month of the annual subscription.  Its important to note that 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 was also sent to ********************** two days prior to their free trial ending.  ********************** contacted our **************** team on August 9th and his subscription was cancelled as requested. **********************, because he downloaded images during the trial period does not qualify for a refund according to our policy found at ********************************************************************************.   

    • Initial Complaint

      Date:08/02/2024

      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.
      On 8/2/2024, I entered into a pricing option with iStockPhoto by Getty Images that was presented on the main pricing page as a monthly-billed annual plan. This was the information the pricing plan page defaulted to, and the only way to access month-to-month plans was via a very small and inconspicuous selection bar. When I signed up for this plan, I was not notified in a clear and conspicuous manner (or any that I can recall) that there would be *no way* to exit out of this as an annual commitment, which will not wind up costing me nearly $1,500 total.In addition, I was not informed in any clear and conspicuous manner that there would be no option whatsoever to convert my plan to a monthly plan, even if I offer to pay the cost difference. When most buyers purchase a monthly-billed plan like this, it's assumed that there is a cancellation policy after the first month, because any decent and respectable online vendor would offer this if a purchase is made in error.I reached out to iStockPhoto customer service and respectfully requested that my plan be converted to monthly and that continuous monthly billing be cancelled, and was repeatedly denied on the justification that there existed small print on the customer receipt that the plan I entered into was an "annual" plan, albeit with no indication that it could not be cancelled, converted, or refunded. Overall, this company's misleading presentation of pricing options and lack of clarification that there is no functional cancellation, refund or conversion policy whatsoever seems a very unfair business practice. In way of relief, I would simply like my annual plan cancelled and converted to a monthly plan to cover the fees for this individual month, for which I will happily pay the difference. Otherwise, I am discussing the matter with legal counsel and may be left with no option but litigation. Hopefully, BBB can help resolve this matter before it reaches that point.

      Business Response

      Date: 08/06/2024

      **************** enrolled in iStock annual subscription on August, 2nd, 2024, and agreed to the subscription terms.  However, we understand mistakes can be made and that it was ******************** intention to enroll in a monthly plan.  His annual subscription has been cancelled as requested and we encourage **************** to enroll with a monthly plan that will meet his needs. 

      Customer Answer

      Date: 08/06/2024

       
      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:08/01/2024

      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 subscribed to a misleading "free trial" that says it will end in a year and was charged after a month of the trial. I paid $70 dollars after the first month for a service and asked for a refund. My refund was denied, and my subscription was canceled. Once my subscription was canceled they also denied my access to the images I paid for. I have been robbed of $70 because not only do they not want to give me my refund they also want to refuse to provide me with what I paid for.The company uses malpractices and a dark User Interface to ******* customers into thinking they have a year-long free trial. The entire process lacks common sense and the disregard their customer's concerns. I asked to be connected to a manager and was ignored as if nothing I say is important. It is simple, I want my 70$ or the 18 images I paid for. I am being robbed and unheard. Even if my subscription is canceled I should have access to the remainder of the month.

      Business Response

      Date: 08/06/2024

      ************ actively opted for a Free Trial subscription on June 27th and downloaded two images during the trial period.   After the free trial period concluded we billed his credit card for the first month of the annual subscription.   The screenshot provided by ************ shows the end date of his annual subscription,which is June 28th, 2025, not the end date of the free trial, which was July 27th, 2024.   Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription.  ************ chose neither option. A reminder email was also sent to ************ two days prior to their free trial ending.  ************ contacted our **************** team on July 27th after being billed and his subscription was cancelled as requested.  ************ was charged for a single month for his iStock subscription, and it was cancelled according to our policy found at ********************************************************************************.  
      We understand mistakes can be made and there may have been confusion around the expiration of the free trial.  As a courtesy to ************ we are processing a refund for the one month he was charged. 

    • Initial Complaint

      Date:08/01/2024

      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 signed up for iStock, expecting a 1-month free trial. Upon realizing I no longer needed the service, I attempted to cancel the subscription but found the cancellation process unclear and difficult to navigate. This seems like a shady business practice designed to keep customers locked into subscriptions.While trying to cancel (which I spent a considerable amount of time trying to do) I noticed information on my account indicating that it was a 1-year trial billed at $0, leading me to believe I had a free year trial and therefore not under any pressure to cancel immediately. I was traveling at the time, so I decided to wait to cancel until after I returned from my trip.Upon returning on June 21, 2024, I saw that I was charged $70 and within hours, contacted iStockPhoto customer service to cancel my subscription and request a refund. They canceled my subscription but cut off my access to the content, despite my timely request and the misleading information provided on their website.Despite explaining the situation and requesting either a refund or continued access to the content, iStock refused to accommodate, citing a firm non-refundable policy. I attempted to access the content I had paid for but found that I still did not have access. I emailed iStock again, asking for either access to the content or a refund, and requested that the issue be escalated if it could not be resolved. My request was again denied.The misleading information and difficulty in canceling the subscription have caused me significant inconvenience and frustration. I believe iStock's practices are unfair and deceptive, and I seek assistance in resolving this matter.I would like a refund for the $70 I paid to iStockPhoto immediately.

      Business Response

      Date: 08/19/2024

      **************** actively opted for an iStock Free Trial subscription on May 21st, 2024, and downloaded an image during the trial period.   After the free trial period concluded we billed her credit card for the first month of the annual subscription. Its important to note that 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 was also sent to **************** two days prior to their free trial ending.  **************** contacted our **************** team on June 26th and her subscription was cancelled as requested according to our policy found at ********************************************************************************.  

    • Initial Complaint

      Date:07/24/2024

      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.
      Tried a free trial May 21 for a month. Cancelled that same day. Charged again June 21 and July 21. Finally get confirmation of cancellation, with zero refund, and inability to use for the month I paid for. Absolute SCAM! They are stealing peoples money with zero remorse or ability to work with their customers. It is appalling.

      Business Response

      Date: 08/06/2024

      ****************** actively opted for a Free Trial subscription on May 21st and downloaded an image during the trial period.   After the free trial period concluded we billed her credit card for the first month of the annual subscription.       Its important to note that 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 was also sent to ****************** two days prior to their free trial ending. ****************** contacted our **************** team on July 24th after being billed for two consecutive months and her subscription was cancelled as requested according to our policy found at ********************************************************************************.  
      We understand mistakes can be made and as a courtesy to ***************** we are processing a refund for one of the two months she was charged.  

      Customer Answer

      Date: 08/06/2024

       
      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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