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Degoo

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 1 complaint 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:06/03/2024

    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.
    Back in 2017/2018, I purchased a lifetime cloud storage plan from Degoo, which provided 10 TB of storage. I diligently filled approximately 5 TB with my invaluable photos, videos, and documents. However, when I recently accessed my account, I discovered all my data had been deleted without prior consent. There was no clause in my purchase agreement that allowed Degoo to remove my data if I didn't log in for several months. My understanding of a lifetime storage agreement is that my data would be securely stored for my lifetime, not subject to arbitrary deletions. This deletion of precious memories and important documents is both distressing and unacceptable. I relied on Degoo's service to safeguard my digital assets, and their actions have violated that trust. Over the past week and a half, I have attempted to contact Degoo and opened multiple support tickets, but I have received no response. Furthermore, I am not the only person experiencing this problem. Looking at their app reviews, you will see similar complaints and reviews from other users about Degoo's blatant disregard for their terms of service. I seek restitution for my lost data and demand that Degoo uphold their end of the lifetime storage agreement without imposing unauthorized deletions. Degoo must review its policies and practices to ensure no other customers face such distressing losses. This experience has been deeply troubling, and I urge the BBB to investigate Degoo's practices regarding their lifetime storage promises. Thank you for your attention to this matter.

  • Initial Complaint

    Date:03/27/2024

    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.
    I was desperate for free file space to quickly safekeep mp3s to be used as evidence in a federal civil rights case and used Degoo. **************************************** then, I have noticed that they deleted all my files, restored some or all, again deleted some more files, and now make it near impossible to EASILY retrieve files IN BULK unless you pay them for a subscription. At this time, I do not have the funds for a Premier subscription and am forced to download them via cell phone which is difficult as you can only download one file at a time, have to flip through three screens, the process is slow, the layout different between PC and cell phone *************** importantly, they change the file name upon download. In short, I want all of my files immediately returned, with original file name, in a zip file(s) via download link or email. I do not trust them to keep all of my files until I can pay for a Premier subscription within a few months.

  • Initial Complaint

    Date:08/20/2023

    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.
    In 2017, I paid $60 for a lifetime account with ********* raised to 3TB) through Stack (DBA Gizmag - now New Atlus) In February I received a notice that I had infringed on a copyright and they were deleting my account The files in question was a publicly available 3d model of *************** holding Mickeys hand. This can be downloaded anywhere and does not hold copyright under creative commons. I appealed the termination and it was immediately denied and account deleted. I reached out to support who reinstated my account and said they would recover my files, but they never recovered my files. I want my files restored so I can download them again.

  • Initial Complaint

    Date:07/28/2023

    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.
    In 2017, I paid $60 for a lifetime account with ********* raised to 3TB) through Stack (DBA Gizmag - now New Atlus)In February I received a notice that I had infringed on a copyright and they were deleting my account The files in question was a publicly available 3d model of *************** holding Mickeys hand. This can be downloaded anywhere and does not hold copyright under creative commons.I appealed the termination and it was immediately denied and account deleted.I reached out to support who reinstated my account and said they would recover my files, but they never recovered my files. I want my files restored so I can download them again.

  • Initial Complaint

    Date:07/05/2023

    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.
    Same pattern has been reported by others. Paid Degoo $100 for a lifetime of 10TB storage. Degoo claimed our children's photos taken at ********** were copyrighted and despite our response they cancelled the lifetime account. This seems to be a fraudulent business model and I want to make sure that others will have this information.

  • Initial Complaint

    Date:06/20/2023

    Type:Customer Service 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.
    Ive been a customer with this company for almost 4 years and trusted them with nearly 40 GB of very important data which they deleted without just cause. I was given until the 25th of May to upgrade or risk my account being deleted even though the only agreement entered into and accepted by me was the original agreement which entailed up to 500 Gigabytes before having to upgrade. Now I upgrade the account to avoid losing all my important data BEFORE the deadline as indicated in the email they sent and they still deleted all my data. This data is irreplaceable and they had no right to do this to a paying consumer in good standing. As of June 16th I have yet to receive a response to my support ticket which I created back on May 25th nor a basis for their decision let alone any Justification for their error.

  • Initial Complaint

    Date:05/16/2023

    Type:Order 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 and paid for a lifelong membership to Degoo. I placed my photos in the app and out of the blue I received a message about copyright infringement. I sent an appeal that I did not recognize any copyright infringement or know to what they were referring but I would delete anything that was in violation. I now can no longer log in or access my files. I have no idea if they deleted my private files or if they are out there somewhere. I am now reading several people who have the some complaint. They seem to be trying to cut out the lifetime members. I paid for a lifetime membership with 10 TB and it is all just gone. This is a huge scam.

  • Initial Complaint

    Date:05/16/2023

    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 bought 20 T of online storage from Degoo. When I stored books I own they canceled me. I objected that I had a legal right to store an archival copy online they responded: Your appeal has been declined Hi I'm the Degoo Service Bot. A human has reviewed your appeal and unfortunately you did not provide enough evidence to prove ownership of the files. Therefore I have to inform you that your appeal has been declined. Your account will be terminated due to violations of our terms of service.All the best The Degoo Bot

  • Initial Complaint

    Date:04/03/2023

    Type:Customer Service 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.
    None of my files in this account have never been shared, how did Degoo became aware of a file that has never been shared? My privacy has clearly been invaded and intruded. Degoo has lacked integrity and transparency. My account was randomly searched, which violates their terms and service agreement and a file was falsely labeled as violating copyright infringement. They have poor customer service because they never fully address all my concerns and inquiries. All of my files need to be restored and my subscription needs to be reactivated or my money needs to be refunded.

  • Initial Complaint

    Date:03/20/2023

    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.
    About an year ago, we purchased 10TB storage plan on Degoo from Stacksocial.com. It seemed like an excellent option to download pictures from ****** storage that was running out space and store them on this platform. We have downloaded thousands of pics of our family and uploaded them here. These were the only copies. Since then we backed up local files on our home PC and deleted them to save space. Last month I received an email stating they detected some of the files might be violating copyright. Some of the files the email mentioned, we could not even recognize and few others seems to have been downloaded from websites that do not exist anymore and there is no way to verify the claims made by Degoo. We were given 7 days to appeal and we did stating the above, but they declined. Meanwhile, before the 7 day period, I tried to download our precious family pics and the website would not even let us download. I opened a ticket with their support and they responded about 3 weeks after the ticket was opened, in the meantime Degoo had conveniently deleted all my files.This is horrible service that scams people in buying cheap online storage that you assume would be your backup and savior for precious pics and data, but instead they make some conspicuous reason and delete all your data and claim all that space.We are heartbroken on losing so many of our family pics, especially many of them that are of our kids childhood / infanthood pics.A service like this that plays with people's lifes and memories should not be allowed to be in business.Absolute sham!

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