Complaints

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:05/05/2025

  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.

  They overcharged me. Tried to get help with customer service over the phone but got a guy with an attitude. He told me if I didnt own a computer I wood need to go to a library to even speak to him regarding my account. I told him I have the same phone I used to open my account, but that wasnt good enough for him. So i simply closed my account And blocked any further charges from hitting my card stay away from mail chimp

  Business Response

  Date: 05/06/2025

  Thank you for sharing your review, and were sorry to hear about your experience. We take feedback like this seriously, and have passed this along to the appropriate team.

• Initial Complaint

  Date:05/03/2025

  Type:Billing 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 having the same issue that most of the complaints are about. I signed up to send an email blast back in February, which I did. But since then I get charged ****** every single month even though I literally have sent 1 email blast out. This is totally unethical and scammy. I tried to remove my credit card but the system won't let you. This in itself is the smoking gun that they are trying to catch people in a trap and ******* their money. I contacted their "support" but never got through. I put a lock on my credit card so they couldn't charge me. They tried for many days but my credit card company declined all the charges. Then 10 days later I take the lock off and MailChimp charged me the very next day. I want my money back, my credit card removed from your system and to cancel my account I will never touch MailChimp again!!

  Business Response

  Date: 05/06/2025

  Hi ******,

  Thanks for reaching out and bringing this billing issue to our attention we totally understand how frustrating those unexpected charges can be. We've flagged your account and the details of your experience directly to our Billing Specialists. They're the best folks to dive into the specifics of your charges, determine any refunds, and ensure your account is correctly canceled and your payment information is removed. You should be hearing from them directly very soon.

  In the meantime, please know that we really appreciate you letting us know what's been going on. We're committed to making sure this gets resolved for you and that your future experiences with Mailchimp (if you ever decide to give us another shot down the road!) are much smoother. We'll be keeping an eye out to make sure our Billing team connects with you quickly.

  Thanks for your patience while they work on this for you!

  
  

• Initial Complaint

  Date:04/27/2025

  Type:Billing 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.

  In January 2025, I signed up for a free trial of Mailchimp services. Before the trial ended, I canceled to avoid any charges, and my account was subsequently closed. Since then, I have not had access to Mailchimp.However, I noticed I have been charged for the months of February, March, and April. I kindly request that you stop any further charges immediately, as I do not have an active account or access to your services.Additionally, I would like to request a refund for the charges incurred during these months.Thank you for your attention to this matter. I look forward to your prompt ************* regards,*.******

  Business Response

  Date: 04/28/2025

  Hello *. ******, 

  Thank you for bringing this to our attention and taking the time to share your experience. After reviewing your case, it appears there was a second active Mailchimp account under a different login associated with your payment information. As a result, billing continued on that open account, which understandably led to the charges you noticed. We apologize for the inconvenience this caused. We have forwarded your request to our Billing team, and they will reach out via email to assist with processing any appropriate refunds and stop further charges.

• Initial Complaint

  Date:04/24/2025

  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.

  We signed up for a one-time mailer in November of 2023, we used the service ONCE & never so much as logged into the account EVER **************************** had since took it upon themselves to start charging us $156.50 per month (Unauthorized) for almost two years.We attempted to cancel & they ran us in circles for over 3 days stating that their cancellation portal was having issues.Finally, after getting payments stopped, we requested a refund for unauthorized charges totaling $2367.50 - Mailchimp has since refunded $939 which still leaves a balance of $1428.50 that they are now REFUSING to Refund - their customer service **** have done everything in their power to not only delay this process but attempt to make it nearly impossible to get rectified. They obviously know that they were in the wrong, otherwise why do a partial refund? We are requesting Payment in Full or will continue our pursuit of owed balances in other arenas.

  Business Response

  Date: 04/25/2025

  Hey *******,
  
  Thanks for reaching out and sharing your concerns. We understand how billing issues can be frustrating and appreciate the opportunity to review your situation.
  
  After reviewing your account, we can confirm that charges were based on the paid plan selected, and billing continued according to the accounts settings. ********************** is a self-service platform, and it is the responsibility of account holders to manage their subscription status, including pausing, downgrading, or canceling plans when needed.
  
  That said, we recognize that things can happen, and as a courtesy, we issued a refund covering six months of charges, totaling $939.00, which exceeds what is typically offered under our refund policy. At this time, no additional refunds are available.
  
  We apologize for any inconvenience this has caused and appreciate your understanding.
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23245552
  
  I am rejecting this response because:

  We were of the understanding that this was for a single mailer, we NEVER authorized a monthly reoccurring fee of $156.50 to be deducted from our billing information, we have not as much as even logged in once since November of 2023.

  Their shady business practice of just withdrawing fees for services not being rendered is inexcusable & their explanation does not work on behalf of their responsibility to Refund in Full.

  They are a "F" Rated business within the BBB & have shown they were unwilling in over 39 other instances as well that they cannot & will not resolve issues as they should. If they could illustrate that they are a reputable company, then we could have a different conversation, but they have not & their refusal to Refund in full after withdrawing funds from our account without consent just illustrates a historical pattern already proven within their existing BBB Rating.

  I WILL reiterate once again, we used the service (1) time in November of 2023, we HAVE NOT even accessed account SINCE.

  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/25/2025

  Hi *******,
  
  Thanks for your follow-up. We understand your continued frustration and appreciate the opportunity to clarify.
  
  Mailchimp is a self-service platform, and at the time of sign-up, the account was enrolled in a paid, automatically renewing monthly plan. Charges were applied in accordance with the selected plan and our Terms of Use, which require users to manage or cancel their subscription as needed.
  
  While we did not find evidence of a system error or unauthorized access, we issued a courtesy refund covering six months of charges. This refund exceeds what is typically offered under our refund policy and was provided in good faith to acknowledge your concerns. At this time, no further compensation will be issued. We consider this matter resolved and appreciate your understanding.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23245552
  
  I am rejecting this response because:

  Playing Parrot & stating exactly what you said in your first response DOES NOT Resolve the issue. It is abundantly apparent WHY you carry an "F" Rating with the BBB. You have 1 of 2 options we will give you the courtesy to select: 

   

  1) You refund us in Full & we will cease our pursuit & both parties can walk away Amicably.

   

  2) You can choose to take the ignorant stance of being a shady company & choose to NOT refund & we will escalate to the *************************, and the Federal Trade Commision. Provided either of those options do not resolve the issue we will see you in Court.

  Subsequently we will Broadcast our negative review & experience of how your company conducts business & being as you Carry an "F" rating with the BBB I'm quite sure that the platforms in which you solicit business will find that they may want to reconsider a more reputable alternative.

   

  We'll await your selection of either option #1 or #2 & move forward accordingly. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:04/21/2025

  Type:Billing 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.

  Can't access account. ********************** is a monthly marketing service. I told them we can't access account because the email is no longer in use and they won't close account or stop charging my card. requesting a credit for all the monthly charges. Reached out many times via phone and email. sent a demand letter. which has just a few of my emails to them asking them to close account and credit the charges back. This has been happening since Dec of 2023.

  Business Response

  Date: 04/23/2025

  Hi *****. We want to first apologize for the disruption and experience you've had so far. We want to make sure you're able to get into your account, and make sure all billing issues are addressed. Upon reviewing your letter, we did notice the email addresses you reached out to were spelled incorrectly. It looks like our team never received communication from you because of this. Please go ahead and submit the form on this page: ***********************. This will allow you to reach our Account Recovery team directly. Once we get you back into your account, we'll get you over to our Billing team so we can make sure any billing issues are addressed. We look forward to hearing from you and making sure all issues are resolved.

• Initial Complaint

  Date:04/08/2025

  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.

  I am writing to file a formal complaint against Mailchimp for unauthorized charges on my account. The card on file with Mailchimp expired in January 2022, and I did not provide an updated card. I reasonably expected my services to be discontinued at that time due to the expired card, but instead, I have noticed that my old card was fraudulently charged for the past 40 months at a rate of $26.50 per month.The total charges for this period amount to $1,060, which was unauthorized. Here is the breakdown of the charges: **$26.50 40 months = $1,060** I have proof of the card expiration date (01/2022) as shown in a screenshot of my account details, which clearly indicates that Mailchimp continued to charge my expired card without authorization.Furthermore, I have been unable to communicate with Mailchimp through their support channels. Their support email ********************************** is not monitored, and mailchimp contacts are disabled on iPhone, leaving me with no alternative way to reach out to you for resolution. This has made resolving the issue even more frustrating.I am requesting an immediate refund of the full amount of $1,060 for these unauthorized charges, as well as an investigation into how this occurred. I expect prompt resolution of this issue and appropriate action to be taken by Mailchimp.**Desired Resolution**: 1. Full refund of the unauthorized charges totaling $1,060. 2. Confirmation that this issue has been resolved and that no further unauthorized charges will occur.Customer Information**: - Name: **** ****** ************** - Account Email: ******************* Phone Number: ************

  Business Response

  Date: 04/08/2025

  Dear Mr. ******************* you for reaching out to us and bringing this serious matter to our attention. We understand that you received unauthorized charges on your account and the challenges you've experienced trying to contact our support team. We sincerely apologize for this situation. 

  We have received your complaint detailing the charges of $26.50 per month for the past 40 months, totaling $1,060, despite your card on file expiring in January 2022. Please be assured that we are taking your complaint very seriously. We understand your request for a full refund of $1,060 and a thorough investigation into how these unauthorized charges occurred. 

  We have already initiated an internal investigation into these charges and the reason why your expired card continued to be billed. We aim to provide you with an update on our investigation and the status of your refund request within 5-7 business days. 

  Thank you for your patience as we work to resolve this for you. We value your business and are committed to ensuring a fair and satisfactory outcome.
  

  Thanks

• Initial Complaint

  Date:03/14/2025

  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.

  I use Mailchimp for email marketing. On 1/23/25, the technology failed and customers I sought to specifically exclude from marketing got the email, resulting in many refund requests. I had received email confirmation from Mailchimp that the tag I used to exclude those folks had been appropriately applied and was ready to use.I filed a customer service ticket after the error and was offered three free months of email service PLUS three additional months at 20% off. I requested that the same offer be extended as a refund, as the tech support I received was unconvincing and I have lost faith in the service. (I was offered only workaround suggestions for the future, and Mailchimp did not own the problem I experienced. The tech failed.) This was all via chat and a ticket was created: *********** I was told the issue was being escalated to a special tech team. I then followed up by email on this open ticket repeatedly with no response. Then on 2/9/25, I went to send a marketing email and Mailchimp had turned my account off for nonpayment. I got on chat and was told there was nothing that could be done. I held for a manager and that person issued a one month credit to my account to keep it open while they worked on my original ticket. She said she was re-requesting the refund I asked for previously and created a new ticket: ***********. She said lack of prior email response was not the norm.I followed up by chat on 2/24 and waited for a manager for 1.5 hours. I was informed that my tickets were never escalated to management in the first place. I get a response on email to this new ticket, ***********, and was offered only three months at 20% off - less than I was offered in my very first communication. I have followed up repeatedly by email with no response yet again.On 3/7 I sent a message to Mailchimp through their messaging feature naming these three tickets and asking once again for a refund. My next stop is the **************** This is bad faith business.

  Business Response

  Date: 03/17/2025

  Hi there. We are sorry to hear of this experience. We checked in with our Support team and can confirm that this matter has been escalated to a manager. A follow up email with more information, including information regarding your refund request, will be sent as soon as possible. We appreciate your continued patience.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23067806
  
  I am rejecting this response because: I have not heard from Mailchimp. It is Friday afternoon and my window to accept/reject this response closes on Sunday. This response fulfills the BBB requirement to get back to me, but does not actually assist with the issue. I have followed up with Mailchimp directly many, many times using different approaches - email, online form and chat. I would welcome assistance with my refund and in the interim am taking steps to close my Mailchimp account and migrate to a better partner.
  
  Sincerely,
  
  ********* Seru

  Business Response

  Date: 03/21/2025

  Hello there. A Support manager has just sent a follow up email with more details regarding this matter. Please double check any spam/junk folders to ensure their reply is received.

• Initial Complaint

  Date:03/10/2025

  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 trying to cancel my MailChimp subscription for several months. I haven't used it at all but they make it impossible for me to cancel my subscription, Today I was told I can NOT cancel my subscription. I've asked them to cancel for me but they say it's against policy. They walk me through the steps but it does not match my screen. I have even shared my screen twice now with them and they can't get to the screen too. Then they blame it on cache / cookies, extensions, browsers, ingonitio, ask me to disable my virus protection, etc I've even tried all of these - but still can't get to cancel.

  Business Response

  Date: 03/11/2025

  We appreciate your feedback, ***, and were sorry to hear about the experience you had while canceling your account. We confirmed your account was closed on March 10th.

• Initial Complaint

  Date:03/10/2025

  Type:Billing 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.

  Cancelled trial membership 3/5/25, two days before trial membership ended. Company has no way of refunding money. Company has no billing contact support. Fraudulent business. This was a setup.

  Business Response

  Date: 03/10/2025

  Hi there. Our Billing team can help with your refund request. Please login to your account, then contact them through this form by selecting the 'Email Us' button: ************************************************************************************

• Initial Complaint

  Date:02/25/2025

  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 called mailchimp on February 25, 2025, on or around 2 pm PST. I spoke to the sales department. The male agent disconnected the call on me. I called back and spoke to a female in sales; she also willfully and deliberately disconnected the call. This happed a third time. This is call avoidance. This is inappropriate. I never used profanity or made threats. I have the phone calls recorded as evidence. I called back and requested to cancel my account and issue a refund. The agent said I must have a desktop. I dont have a desktop; I only have a mobile device. She refused to cancel my account and refund upon request. I asked for a supervisor and she said none were available. I was forced to call my bank and block this company from charging my card again. I hereby request to cancel my account and issue a refund of $20.00., otherwise, I will retain an attorney and file a legal action.

  Business Response

  Date: 02/26/2025

  Hi there. We are sorry to hear of your experience with our Sales team. We have passed these details along internally to help improve our processes. Additionally we've escalated this matter with our Billing team, and they are looking into your refund request and to help with the cancellation process. Our Billing team works exclusively via email. A follow up email from our Billing team has just been sent at 2:29 pm EST today (February 26, 2025). Please double check any spam/junk folders for their email.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22990034
  
  I am rejecting this response because I received an email today (2/26/2025) from the billing team, however, they are refusing to refund my account until I cancel. Ive already stated in my BBB complaint customer service indicated I need a desktop computer to cancel online. As previously stated, I dont have a desktop computer. I only use a mobile device. I used the mobile device to create the account. You allow consumers to create a new account with a mobile device but you dont allow them to cancel with a mobile device. If this matter is not resolved, I look forward to arbitrating/litigating this matter and retaining a consumer law attorney for, among other things, unfair, abusive acts or practices.   
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/27/2025

  Hi ******,

  Our Billing team followed up at 11:17am EST with further details about your account. It looks like they were able to issue a refund and aid in closing your account. If you have additional questions, please be sure to follow up to the ticket from *****. 

  Customer Answer

  Date: 02/27/2025

   
  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,
  
  ****** *****