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:01/30/2025

  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.

  On November 22, December 23 and January 18th called to report unauthorized charges made to my account for a free subscription that was cancelled by my marketing manager. The account was set up for a business that never started, when I recognized the charges I immediately called and requested to end the business with mail chimp . Never used the account : they have sent messages that they apologize for delay in responding to an online complaint, **** have never gotten back k to me are still charging my account . I demanded a refund as the account was free to start with, my manager signed up with credit card as it was the only way to open the account . They have charged 20 dollars a month for 5 months. And continue I am going to be forced to file a formal complaint to end the unauthorized charges

  Business Response

  Date: 01/31/2025

  Hi ******,

  Thank you letting us know about this and for providing the screenshots. We checked in with our Billing team and they've received your follow up. They'll communicate with next steps once they've finished reviewing on their end.

• Initial Complaint

  Date:01/23/2025

  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.

  We have had a mailchimp account for nearly a decade and have had a Legacy plan which offers 2000 contacts. Recently, Mailchimp pushed us into signing up for a Free Trial of a standard plan. After the trial, we decided to revert back to our Legacy plan.Unfortunately, we were not told that we would lose our Legacy plan by signing up for the free trial. We did not know that the Legacy plan was something we were grandfathered into.We feel that we were pushed into signing up for the free trial and therefore losing our Legacy plan that have had for 10 years. Instead, they now only will allow us to have our plan with 500 contacts. If we do not pay $60+ dollars a month, we will loose 75% of our business contacts because of the bait and switch tactics Mailchimp employed to get us to sign up for the free trial. After reaching out to several different members at Mailchimp and getting emails from multiple departments, we were told that they would not revert our account back to its grandfathered in Legacy status.Thank you.

  Business Response

  Date: 01/27/2025

  Hi *******,

  Thank you for the details here regarding the Legacy free account. We're having our Billing team take another look at this to see what options are available. They'll follow up in the email that was sent initially. If you have follow up questions, they'll be the best resource. 

• Initial Complaint

  Date:01/20/2025

  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 have attempted to cancel the service numerous times. For him totheir website has no clear direction on how to cancel service. I just got charged twice in two days. $133 each time. I have not used the service in months and months yet they keep charging me I want all my money back as soon as possible cancel the service.

  Business Response

  Date: 01/21/2025

  Hey there! 

  We apologize for the experience thus far. We cannot cancel accounts on behalf of customers, but the steps in this article detail how to close your account. 

  Close an Account: *************************

  As for refunds, we'll be sure our Billing team looks into this. Contact our Billing team through our contact form and they'll follow up with next steps. *****************************************************************************************************

• Initial Complaint

  Date:01/07/2025

  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.

  In 8/2024 our marketing staff member and ourselves parted ways. When signing in it directs me to a 2-factor authentication step that sends a text message to the former employee the account. They are not responding to any messages or calls. Several staff members and I have reached out to Mailchimp to gain access to our account. When they were responding it was usually handed off to multiple employees with the same results. Last response from ****** support was on January 2nd. We have attempted to contact them again daily via their support email to get the communication started again to get a resolution to allow us access to our account. We were able to change the password and protect what is there. When I called into Mailchimp, they said we can only correct this through their support email. We just need to get into our account and update the information and use the program as it is intended.

  Business Response

  Date: 01/08/2025

  Hi *****,

  We're sorry to hear you've been unable to log into the account. Our Account Recovery team will have to verify ownership of the account with you. This is a process that has to be done via email. 

  You can email ****************************************** letting them know you don't have access to the 2FA code and they'll help with next steps.

• Initial Complaint

  Date:12/09/2024

  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.

  **Complaint to Better Business Bureau:**I have been trying to close my Mailchimp account and cancel my subscription but have received no resolution. I canceled in June 2023 after leaving my position at the company using Mailchimp, yet I have been charged monthly since. I no longer have access to the email or phone number linked to the account and have informed Mailchimp of this issue, but I am still being charged. I am requesting immediate account cancellation and a refund for the charges incurred after my cancellation request.

  Business Response

  Date: 12/16/2024

  Hi there,

  We're sorry to hear about the experience thus far in canceling your account. Can you let us know the ticket number of your interaction so we can have our team follow up?

  Customer Answer

  Date: 12/16/2024

  This is ticket number needed for my complaint 

  13005681

  Business Response

  Date: 12/17/2024

  Thank you for the details here. We looked into the interaction and we see that our representative, ******, followed up with steps on how to remove billing. You'll need to speak with our Billing team directly from the address associated with the account. They can be reached using this contact form: *****************************************************************************************************

  Once you've sent an email in to our Billing team, let us know and we'll be sure it's looked into further.

• Initial Complaint

  Date:11/24/2024

  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 purchased a plan based on number of active subscribers (approx. *****) less than a month ago, I was able to purchase based on this number. My account has a total of ****** contacts (***** of which are active subscribers and ****** are not active subscribers that I have no rights to even send newsletters to. Mailchimp is holding my account hostage and refusing to even let me close it unless I pay for ****** contacts, again 13k I can't even use. They are demanding approx. $244 more before I can even cancel my plan or close my account. I never agreed to this, they never gave advanced notice that I must pay for all contacts, regardless of whether or not I can use them. I want my account closed and I do not want to have to pay for what I can't even use. This is wrong on so many levels. The 13k additional contacts were auto collected from my customers who placed orders on *******, having nothing to do with mailchimp, they did not buy based on newsletters bc I sent 1 newsletter a decade ago. I never gave mailchimp permission to collect those contacts. They are supposed to collect subscribers only. If this was how things were going to be, why let me sign up and pay for ***** in the first place? Why not prevent me from signing up and demand the money for ****** contacts then? They let me sign up, hold my account hostage and demand more before I can do anything. I just want my account closed and without being forced to pay $244 for something I never agreed to and for something that does not even apply to my needs. Again, I can't put 20k contacts to use, only 7000 subscribed. I was planning to use mailchimp again but after this I just want out ASAP.

  Business Response

  Date: 11/25/2024

  Hello ****, 

  We'd like to help where we can with your experience. Please go ahead and email our Billing team by filling out our contact form below.

  *****************************************************************************************************

  Once complete, our Billing team will review and follow up with next steps. If you've already sent an email to our team, please let us know the ticket number of the interaction so we can make sure it's addressed.

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair 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.

  MailChimp's site shows nothing under billing, but they charged me $29 on 10/07/24. When attempting to contact them to have this reviewed or fixed, they are demanding that I pay for an upgraded account for assistance.

  Business Response

  Date: 11/20/2024

  Hi there! Thank you for the details here. We apologize for the issues you've experienced. Our Billing team can be reached via our contact form regardless of the account type. Use this form to email our Billing team and they'll follow up with next steps. *****************************************************************************************************

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22558360
  
  I am rejecting this to keep this open until resolved.

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

  Business Response

  Date: 11/21/2024

  Hi ********,

  We found your billing ticket and made sure to get it in front of our Billing team. They'll follow up with next steps. 

  Customer Answer

  Date: 11/27/2024

   
  Better Business Bureau:
  
  ****** has been a huge help in assisting with a resolution to this issue by identifying that this is a third party bill. Thank you for the help.  
  
  Sincerely,
  ******** *******

• Initial Complaint

  Date:09/20/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  On 9/10/24 I received an email from Mailchimp at ******************* to verify the updated email address on our account. This is after our marketing staff member quit. She, unlawfully, deleted the email address that was created for her role and reassigned the email address to *******************. She is also not answering any messages or calls, she is unreachable. This is evidenced by the automated email I received from Mailchimp asking me to verify the email address.Upon clicking the link to verify our email address it directs me to a 2-factor authentication step that sends a text message to the former employee. So I am unable to verify the email address and unable to access my account. This means the former employee still has access to our payment card and all our email addresses.On 9/11/24 I reached out to Mailchimp as this is a big risk to our business. They have given me so many different people to correspond with and there is no resolution to allow me to access my account. I have the correct username and password. I have all the payment info. I have the business entity formation information. I have all the proof and evidence that I am the owner. I provide the information they request, then they come back and say it is incomplete or incorrect without identifying what is missing or wrong. I have forwarded the email from Mailchimp showing the new email address and I have forwarded the email from ****** showing that the original email no longer exists. When I called into Mailchimp, they said I can request to speak with a manager. I have done this over and over and they are still not connecting me with someone who can actually help. I just need to get into my account and update the contact information so the former employee cannot steal our contacts or make unauthorized charges on the account.

  Business Response

  Date: 09/24/2024

  Hi *******,

  Thank you for the information you provided. Can you email ****************************************** with this information? Our Account Recovery team can help investigate this with you further. 
  
  

  
  

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22313872
  
  I am rejecting this response because: I have done this on multiple occasions, see the emails that were attached. There is no resolution. This response clearly illustrates the exact same cycle I have been experiencing. Read through the emails that were provided in the original complaint. Then get back to me on how to update the phone number on file. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/30/2024

  Hi there,

  We understand your situation, but we're unable to make changes on behalf of other users. However, we do want to assist where possible. We've requested our team to resend their last response to help address the questions raised. Please note that the questions from our Account Recovery team are necessary to process your change request.
  
  
  
  
  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22313872
  
  I am rejecting this response because: I have done the required steps and did not receive any helpful response. I was told that information was missing or incorrect but they could not identify what was missing or incorrect. I have written in so many times for help on this. Please have a manager call me. I need someone who will care about my individual case. I can provide so much information to show this is my account. I have already provided what was asked and more. I can also provide all the information to show that the email address tied to the account was reassigned to ******************* (from the email that Mailchimp sent me). I can provide the whole payment card info on file. I can provide the *** agreement showing this is my business. I have so much proof. I just need someone who cares and will listen to me. I have been doing this for over 2 weeks now. Please, can you please have someone call me and sort through all this? There has to be a Manager or someone with authority to listen and make decisions. Please, I am at risk. My business is at risk. Your customer service keep perpetuating this versus trying to help me. I will continue this BBB claim until I have a satisfactory resolution. Please just have a manager call me, **************. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/06/2024

  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.

  When "un-pausing" my MailChimp account this past May the company quoted me a price of $72.50.The next screen it upcharged me immediately to $100.The company later claimed I needed to delete 100-some customer email addresses to get below the 2500 email address threshold, then add those *************************** to receive the $72.50/month price. That was exactly the price ($72.50) I paid with about the same number of email addresses when I "paused" my account.Vintage bait and switch.I expect better from Intuit.

  Business Response

  Date: 09/09/2024

  Hi ****, 

  We'd like to help where we can. Go ahead and fill out our contact form and our Billing team will follow up with more information. We're not privy to the same information they are, so they'll be the best resource. 

  You can contact them using the following form: *****************************************************************************************************

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22248125
  
  I am rejecting this response because:

  I have already contacted them prior to contacting the BBB regarding this issue.  But I will CC them on the response I sent to the BBB.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/18/2024

  Hi ****, 

  We located the interactions you had with our Billing team and asked they follow up on the matter. They've resent their responses. If you have additional questions, we ask you reply to their email with additional details.

• Initial Complaint

  Date:08/20/2024

  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.

  SPAMMER ... the worst website ... they spam you regarless .... and i file complaints and they promise i will never get emails and i still do , AND I MARK THEM AS SPAM WITH GMAIL and i cannot get rid of their spam messages , and they sell my email ( because i gave them a special alias email) and i get random junk from random people, in this case from *********************** regarding "Katy ********* is the golden standard, ya'll" attached , i keep blocking and marking as spam but they keep selling my email to random people

  Business Response

  Date: 08/22/2024

  HI there!

  Our Abuse team can help look into this and see what's going on. Email ******************************** with the email address that is receiving Mailchimp emails and they'll help with removing these.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22172332
  
  I am rejecting this response because: they said they will look into it INSTEAD OF BLOCKING THAT USER
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/22/2024

  Hi there,

  Our Abuse team will need the emails from the address as well. Please email ******************************** with the email addresses along with the emails that you received so they can further investigate and resolve the issue.