We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Data Storage

Dropbox, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Storage.

Important information

  • Customer Complaint:

    Dropbox Inc. came to BBB’s attention in June 2011. A review of complaints was completed in September 2024.  

    Consumers are encouraged to review the links below for information pertaining to billing, plans and cancellation.

    https://help.dropbox.com/

    https://help.dropbox.com/plans

     

Complaints

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

Find a Location

Dropbox, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 266 total complaints in the last 3 years.
    • 95 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:03/31/2025

      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.
      1. Dropbox charged me for a recurring subscription I did not sign up for, have no record of agreeing to, or receipts or invoices from. 2. When I contacted Dropbox customer service, they asked me to repeatedly to provide PII via email, including last four, credit card expiration, zip code, etc all of which can be used, especially together to steal someone's identity.

    • Initial Complaint

      Date:03/29/2025

      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.
      Similar issues to other complaints. A few years ago I had a subscription to Dropbox, but I didn't need it so changed my plan to basic (free). I am still being charged for my deleted account. I can't find any way to associate the payment with an existing account, can't find any way to talk to a human about it. To start a support ticket I have to start another account and upgrade it to a paid subscription so that I can start a support ticket to let them know that they are still charging me for a deleted account.

    • Initial Complaint

      Date:03/26/2025

      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.
      I am being charged $12.78 per month for a Dropbox subscription I ordered with a previous email address. I no longer have access to that address. I have the user name and password, but to log in for the cancellation, it wants me to put in a security code - which is sent to the prior address. I have attempted numerous times to cancel since 2016 with no success. I have tried every option on their website. I have tried working with the chatbot they provide on the website. I have tried calling the corporate office, calling sales, and have reached out to their community forum. I have submitted a written request via *******. I need to cancel their operation will not permit it. They keep instructing me to contact the server for the previous email address, which is not an option as that email address no longer exists. I have resorted over the past year to disputing the credit card charge with the card provider each month. Dropbox submits a slightly varied vendor ID each month in attempt to get around this action. Please discontinue the account and billing, and delete all files on the account.

    • Initial Complaint

      Date:03/18/2025

      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.
      I try to cancel twice and I tried to contact them about the issue, but the number ****** doesn't work. They recently tried to bill me again, so I had ****** remove them. I tweet them about the issues and gave them the ****** transaction ids and still no refund . They keep add-on more hoops to go through to get a refund ,

    • Initial Complaint

      Date:03/07/2025

      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 was given a website by my husbands attorney so I could read up on the facts of the case. They offered a 30 day free trial and when I tried to cancel looked up a phone number and found 2 ************** and *************** When I called both numbers multiple times and used all the options got the same website messages. Went to the website and typed in message and kept getting wrong website address. Tried multiple times and multiple ways but to no avail. Tried to file complaint online and was horrified to see multiple complaints of the same nature. Typed in complaint and wouldn’t go anywhere unless I sent to ******** which I don’t subscribe to. Then tried to look up their address and found 1 in San Francisco The company is called *******. They allegedly reside at **** ****** ** ***** *** *** **** **********. I will write them a letter but I’m sure it will be returned to me Not BBB accredited and I can see why.

    • Initial Complaint

      Date:02/28/2025

      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.
      I recently had a subscription to Dropbox, but I no longer needed it, so I cancelled my account. I am still being charge for my deleted account and to start a support ticket I have to start another account and upgrade it to a paid subscription so that I can start a support ticket to let them know that they are still charging me for a deleted account.

    • Initial Complaint

      Date:02/24/2025

      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.
      The company is Dropbox. Try canceling account. When finally cancel they kept one years subscription fee as a penalty

    • Initial Complaint

      Date:02/13/2025

      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.
      Dropbox took my account from me which has important family photos and documents that I need. *** opened multiple support tickets and they will not respond about the issue. I would like for them to restore my account or I will be filing a lawsuit.

    • Initial Complaint

      Date:02/12/2025

      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.
      I never signed up for a subscription. When I realized that my ****** account was being charged for this. I called and asked for a refund. They only refunded me the subscription they just charged my account but I never signed up for this and did not realize I was being charged for this. This has drained my ****** account and I had no idea I was being charged because I never saw the charge or was ever emailed any notice. I would gratefully appreciate a refund. I have not used the subscription. I have never used the subscription and never stored anything over the free basic edition (2GB). I had no idea I was paying for it.

    • Initial Complaint

      Date:01/30/2025

      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.
      I opened a Dropbox account to send photographs to a physician they only would accept Dropbox I have tryed on numerous occasions to negotiate their website and have reached a screen that says delete account However the monthly billing continues to show up on my credit card for more than 6 months They are not reachable by phone only refer back to the website I am furious with theyre intentional misleading directions and that there isnt a human available

    Dropbox, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.