Complaints

This profile includes complaints for Birdeye, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Birdeye, Inc.

  2479 E Bayshore Rd #175 Palo Alto, CA 94303-3228

  
• 

  Birdeye

  9111 Cypress Waters Blvd Ste 245 Coppell, TX 75019-4795

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.

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We have been trying to cancel our service for over a year now. We told them not to renew our service and once again they have begun a new contract for the following year. Not to mention that every year they charge you more. Every time you try to get a hold of someone they ignore your request.

  

  Business Response

  Date: 12/30/2024

  Hi ****,

  Were truly sorry to hear about your experience. This is certainly not the standard of service we aim to provide, and we regret that it has led to such dissatisfaction. Please reach out to me directly at ************************************** Im here to ensure we pinpoint and resolve the issue as swiftly as possible.

   

   

• Initial Complaint

  Date:12/20/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my Birdeye service since July 2024 (it expires end of December 2024). Every time I speak with someone, they said they will cancel the service but they then do nothing. They hope that I will stop checking and my payment will go through because they have my card on file. I have made several calls and sent several emails. Every time it's the same story. They say they will do it but they never do. This is such an underhanded business practice. My emails are literally ignored. They are taking advantage of small businesses who can't afford the service. This has caused me so much wasted time and stress and anxiety. As a doctor and a business owner I don't deserve treatment like this.

  

  Business Response

  Date: 12/30/2024

  Hi ******,

  Were truly sorry to hear about your experience. This is certainly not the standard of service we aim to provide, and we regret that it has led to such dissatisfaction. Please reach out to me directly at ************************************** Im here to ensure we pinpoint and resolve the issue as swiftly as possible.

  Customer Answer

  Date: 01/06/2025

   
  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:12/17/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2024, I, **** ********, owner of ************************, signed a 12-month contract with Birdeye, Inc., based on assurances their software would seamlessly integrate with StorEdge and port my ****** VoIP number. Both promises were misrepresented.Issues:Phone Porting Failure: I was assured my ****** VoIP number could be ported without issue. After signing, I learned this was not possible, a major limitation that disrupted operations.StorEdge Integration Failures: Contacts from ******** are not imported in a timely manner, and move-out data doesnt sync, requiring manual corrections. This renders the integration unreliable.Misleading Sales Practices: The sales process focused on closing deals, neglecting compatibility with my systems. Key challenges were not disclosed, despite their critical impact.Resolution Sought:Immediate cancellation of my subscription, backdated to April 4, 2024.Full refund of charges after April 4.A review of sales practices to ensure transparent disclosure of software limitations.

  

  Business Response

  Date: 12/19/2024

  Hi ****,

  I apologize for the experience you have faced. Our support leaders have confirmed that your account is being cancelled and a refund is being processed. Please email me at ************************************** if you have any further questions. 

  Best,

  Customer Answer

  Date: 12/20/2024

   
  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:11/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We partnered with Birdeye in August of this year (2025). One of the main features we signed on for was using the software to automate our review generation process. This service was also required in order to partner with them for any other service. We were assured that we would be able to integrate Birdeye with our CRM and automatically send review requests based on when our customers had completed appointments. After several weeks of working on this they were not able to automate review requests as promised. The solution they offered was sending a review request automatically once a new customer was added to the system, regardless of when or if they had a service with us. This defeats the purpose of having the review generation software for us. Along with failing to meet the promised review generation expectations set by them, our salesman also made it very clear during our virtual calls that if we wanted to leave our contract we would be able to. I highlighted this in bold during my note taking during this call as it was a key selling point for us. Now after the fact and going back and forth with several managers who have said they will offer a solution, they are claiming they are unable to make changes to our agreement and have offered no solutions to our request to cancel.During this time, we had been willing to overlook the failure to meet expectations however financial circumstances have changed for our business and we are no longer able to afford to pay for this service, especially given that it is not performing in the way we had be promised.

  

  Business Response

  Date: 11/26/2024

  Hi ****, we're deeply sorry to hear about your unsatisfactory experience with our Integration and customer service. It's concerning that the product didn't work as promised and that you encountered difficulties in getting it fixed. We take such issues seriously and want to address your concerns. Our support leaders will be reaching out as soon as possible so we can discuss this matter in detail, understand what went wrong, and work towards finding a reasonable solution for you. We're committed to resolving this situation and improving our service.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22587183
  
  I am rejecting this response because: it was stated that someone would reach out to further understand this matter and work towards a solution. I have not received any communication since this response from Birdeye. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/07/2025

  Hi ****, we're deeply sorry to hear about your unsatisfactory experience with our Integration and customer service. It's concerning that the product didn't work as promised and that you encountered difficulties in getting it fixed. We take such issues seriously and want to address your concerns. Our support leaders will be reaching out as soon as possible so we can discuss this matter in detail, understand what went wrong, and work towards finding a reasonable solution for you. We're committed to resolving this situation and improving our service.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22587183
  
  I am rejecting this response because: no one has reached out to us on behalf of birdeye to discuss this matter. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/26/2025

  Hi ****,

  For immediate assistance please contact me at **************************************************************

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying this company for the past 6 years to the tune of ***** dollars. I realized that after the first 4 years, their services started to decline. It required multiple uninstalling and reinstalling of the app. The client notifications would not reach us in a timely manner. Every time I called, they could try to upsell more "features". I have made close to 7 calls and left messages. I simply said, just refund the 8 months I prepaid for, since your services are seriously declining compared to when I first started. Instead, they tried to keep me as a client, offered to downgrade my service to a basic service instead of refunding me and repeated offers to do everything just to avoid giving me a refund. The internet is full of complaints about their shady business practices. They need to be investigated for keeping the client's money and offering subpar services.

  

  Business Response

  Date: 11/18/2024

  Hi Aria,

  We sincerely value your input and apologize for falling short of your expectations. We take your feedback very seriously and are deeply concerned about the experience you've described. Our goal is to provide excellent service, and it's clear we've made mistakes in this instance. Our support leaders will be reaching out to help resolve your mentioned concers. Thank you for bringing this to our attention.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We have attempted to cancel our service multiple times. The only way I could get ahold of anyone was on the phone. From there I was told I would be able to cancel our service and would be reached out to. That never happened. Now it has bene over a month and I cant get anyone to respond and can not cancel our service and yet Birdeye is still charging us. This is the worst service around. Do not use them!

  

  Business Response

  Date: 11/13/2024

  Hi! 

  We apoligize for the experience you have faced. Our support team will be reaching out soon to discuss your cancellation. 

• Initial Complaint

  Date:10/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my own business and I was looking for an ********** and I came across Bird eye, when I was on the phone with their sales agent I asked him if I would be able to cancel their service anytime I wanted and he assured me that I would be able to cancel anytime. I wanted no problem. Its been a few months now *** realized that Im not getting what they advertise to me and I Want to cancel their services. They are refusing me to let me cancel because they claim that I signed up for a year long contract and it was in the terms and conditions. I find it ridiculous because I asked their sales agent if I would be able to cancel anytime I wanted, and he assured me that would be the case. Im seeing a breach of contract from their side And Im hoping you can help me

  

  Business Response

  Date: 11/06/2024

  Hi ***,

  Please accept our apologies for the difficulties you experienced with canceling our service. Your feedback is important to us. Our cancellation case specialist will be reaching out soon to resolve your case. 

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 am the marketing person for ********************* and have called several times to Birdeye for cancelation of their services for our law firm, each time is an excessive hold time, a stall stating the "account manager" will call back within the next hour or day. When I finally was able to reach out to the account manager, Jiju, he told me our firm cannot cancel our account due to a contract. This contract was signed in 2018, our business has severely downsized since ****************************************************************************************************************************** emails reminding customers of an approaching auto-renewal, not Birdeye, they billed our business on 5 October 2024. When it was notice, I began calling for the cancelation, which as mentioned stalling, excuses that their legal team states they cannot cancel, etc. We DO NOT want or need Birdeye's services and request a refund of unused funds.

  

  Business Response

  Date: 10/25/2024

  Please accept our apologies for the difficulties you experienced with canceling our service. Your feedback is important to us. Please email me at ************************************** so we can resolve your cancellation request immediately.

  Customer Answer

  Date: 10/30/2024

   
  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. Their service has been canceled and a refund was sent.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/08/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Dear BBB,I am writing to formally lodge a complaint against Birdeye regarding a breach of contract and failure to provide the services as outlined in our agreement. Our business, Carpe Diem ***************** signed up for Birdeyes review and reputation management services based on their promises of seamless integration and automated review collection from our POS system (Toast) and reservation system (OpenTable). However, after weeks of troubleshooting and back-and-forth communication, Birdeye has failed to deliver on these core functionalities.Summary of Issues:Integration Failures: Birdeye has not been able to successfully integrate with our systems despite repeated assurances. As a result, automated review requestswhich were the primary reason for our subscriptionare not functioning.Poor Support and Delayed Response: Throughout this process, Birdeyes support team has been unresponsive, and proposed workarounds have been inadequate and time-consuming. Multiple follow-up attempts to resolve the issue have been ignored or met with unacceptable delays.Refusal to Honor Contract Cancellation: Due to their failure to provide the promised services, we have repeatedly requested a full cancellation and refund. However, Birdeye has refused to process the cancellation, citing contract terms and attempting to impose additional charges despite their breach of service.Request:Given Birdeyes inability to fulfill the terms of the agreement and the significant disruption this has caused our business, we formally request:Immediate Cancellation of Our Contract without penalty.Full Refund of All Payments Made Thus Far, as we have not been able to use the services as promised.We are seeking the BBBs assistance in mediating this matter and ensuring that Birdeye responds promptly and fairly to our complaint. Their lack of response and refusal to resolve the issue in good faith is unacceptable for a business claiming to support customer reputation management.

  

  Business Response

  Date: 10/16/2024

  Hi Koray,

  We understand your frustrations and want to resolve this matter for you immediately. Our team will be reaching out shortly to confirm your cancellation. We apologize for the initial experience you have faced and look forward to resolving all mentioned concerns. 

  Best, 

  Customer Answer

  Date: 10/19/2024

   
  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,
  
  Koray Yatkinoglu

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Birdeye is not honoring my request to cancel my subscription. The company has not made it possible for me to cancel my subscription. They do not provide a place to cancel online, so I indicated my desire to cancel via their online chat. The representative on the chat told me it was not possible to cancel via the chat, that someone had to call me and speak to me to permit cancellation. This does not seem legal. They required we set a meeting for the call, which occurred several days later. On the phone call, I again told them I wished to cancel, and they said they would get back to me. Several days later I received an email from them about extending my subscription. I wrote back that I only wanted to cancel my subscription. I have still not gotten confirmation from them that the subscription is cancelled, weeks after I first indicated I wished to cancel. I only wish to finally cancel my subscription.

  

  Business Response

  Date: 10/02/2024

  Hi *******,

  We apologize for the experience you have faced. Our team will be reaching out immediately to discuss and resolve your cancellation. 

   

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22285579
  
  I am rejecting this response because: I have not received any communication. I have been waiting for confirmation of cancellation for the past several weeks and have still not gotten it. All I want is written confirmation that my subscription has been cancelled. Nothing more, nothing less. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 02/07/2025

  Hi *******, 

  We apologize for the experience you have faced. We have cancelled your account and your account is inactive. Please email me at ************************************** if you have any further questions. 

  All the best,