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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Internet Services

SmugMug, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 8 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:04/21/2025

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Without any notice or warning Flickr terminated my account and deleted all of my photos. When I reached out to support a member of their team, *****, they gave me no explanation specific to my account and replied with a vague boilerplate answer that I violated their terms of service. The images on my account were created by me, and were suitable for all ages. Some examples of pictures on my account included a rotary phone and a cow jumping over the moon. I asked them to provide additional details as I believe this action was a mistake, but they continue to ignore ***** providing no notice or explanation, they are violating their own terms of service which state:"In most cases, when a community member violates a community guidelines our Trust and Safety team will reach out to them via email. We'll be clear about the infraction, the applicable guidelines, and the potential consequences. However, in some cases where behavior seems irredeemable, we may not."I need to know how my pictures violated their policy, or assistance restoring my account so I can get my pictures back.

  • Initial Complaint

    Date:04/21/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Multiple accounts being made of my friend and I and there is revenge **** and doxxing on said pages also endangering minors due to the fact there are links traced back to people with kids on their personal profiles.Full names were doxxed, locations, **** pictures, faces, personal private accounts, information that is personal. impersonation, pretending to be numerous people.Flickr refuses to take profiles down after being reported numerous times.*********************************************************** ************************************************************

  • Initial Complaint

    Date:03/17/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    SmugMug advertises 24/7 support in their marketing materials, but they don't really offer that. You have to send them an email, and then they get back to you in the future, with no indication or estimate of when that will be

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased photos from a photographer but was unaware it was through a third party service. I searched my emails and found only spam email from SMUGMUG so I put it as an unrecognized charge, I received an abrasive email 12/14 from SMUGMUG and I called my bank and cancelled the dispute. I had the charge reapplied therefore SMUGMUG was PAID! Ive sent statements and evidence of such but they demand documentation saying the dispute was closed. It was cancelled not closed. SMUGMUG was paid. SMUGMUG now refuses to pay the photographer and continues to harass and argue with me. I am not paying for photos twice or three times (paying photographer directly). Theyve been beyond unreasonable. Ive explained to them there is no letter and simply it was cancelled and they were paid. I even provided evidence they were paid but theyre too unprofessional to remedy it. I remedied the issue the same day followed up with two more emails and they didnt reply until the photographer messaged me directly that SMUGMUG was refusing paying them,

  • Initial Complaint

    Date:12/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 11/27/2024 I discovered that my paid Flickr Account became inaccessible and it appears to be deleted. I lost access to over ******* images that I have produced, organized, and accumulated over the past 7 years. I have received no warning, no notification, no explanation of such aggressive violation against my proprietary images. My requests to the Flickr support remain unacknowledged and without any response. I have been paying over $70 a year for the unlimitted storage Pro level account. I have not published any of the images that might have viloated their rules. In any case, whatever reason they had to delete my ******* images, I believe I have the right to expect that I;d be warned about such action ahead fo time and given the opportunity to back up my images before they deleted them.The resolution that I am seeking is Flickr giving me a time frame to download my images, so that I can recover this loss.

  • Initial Complaint

    Date:11/12/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    My website has been down for nearly 48 hours, and Smugmug has been unresponsive via email and ********Smugmug usually responds with a human within an hour of emailing. When I call **************, a message refers me to email Smugmug as someone will respond within hours. This silence is concerning. I have 15 years of professional work and millions of photos stored on Smugmug's server. Even more concerning is I cannot log in to my Smugmug account. 15+ years ********************** Customer Professional Photographer ****************** *********************

  • Initial Complaint

    Date:11/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Flickr issued a receipt with an incorrect consumption tax rate. Our company is unable to proceed with the accounting process using a receipt with such an error. When we requested a corrected version from Flickr, we were informed that receipts, once issued, cannot be amended. Since then, we have been unable to contact the representative in charge. We kindly request your assistance in advising Flickr to issue a corrected receipt.

  • Initial Complaint

    Date:07/16/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Flickr, without notice or explanation, terminated my account and refused to give me a proper explanation, just saying I had violated their terms, without telling me exactly what term I violated and refused to refund my money that I paid them to become a Pro account just a couple of month ago.

  • Initial Complaint

    Date:04/15/2024

    Type:Product Issues
    Status:
    Unanswered
    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 1/23/2024, I SPENT almost $200 ON 2 ORDERS OF PHOTOGRAPHS FROM SMUG MUG AND NEVER RECEIVED THE PRINTS:The total $191.50 was for Order #******** at $130.32 plus Order #******** at $61.18.I have checked daily at my mailing address, a post office box which I've confirmed with Smug Mug is the correct address, and the post office does not have them. I do not have them. Yet, after 6 weeks of waiting and multiple emails, Smug Mug has twice suggested that the orders were sent and refuses to REFUND MY MONEY, but I HAVE RECEIVED NOTHING except a refrigerator magnet. This is important because I received the refrigerator magnet successfully and it was combined under one of the orders indicated here; it wasn't a print; it was sent within days of the order and came separately as it was not a paper print and shipped from a separate facility. NO PAPER PRINTS HAVE EVER ARRIVED AND I WANT A REFUND NOW. I've spent at least ***** hours discussing this with the photographer, sending emails to Smug Mug, copying info, sending it, reading and responding, checking my mailing address and the post office. I am incensed. I want a REFUND NOW PLEASE. Six weeks and wasted time and energy plus frustration and NOT receiving what I took 45 minutes to order ADDS UP TO A REFUND RIGHT NOW.

  • Initial Complaint

    Date:01/19/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 had renewed my SmugMug subscription ( $23.80 a month ) on the 5th of December, 2023. SmugMug has decided to back charge me for two months of which I was not using SmugMug nor was the website online or was the mobile app of any use. SmugMug had charged my bank on the 5th, 7th, and between the 10th and 11th. Three charges, only one of which I was made aware of and committed to. There was absolutely no mention of a back charge. I ************** my subscription as anyone might do and was hit with three charges instead of one.

SmugMug, Inc. is NOT a BBB Accredited Business.

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