ComplaintsforFiverr, Inc.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My nonprofit utilized Fiverr to hire a book designer for a project. Fiverr charges us 4% sales tax when A. We are tax-exempt, and B. Sales tax is not charged on services in ********. When I notified Fiverr of this several things took place -1. Support *** stated that Fiverr's system did not have the ability to 'not' charge sales tax.2. Refused to refund sales tax paid and instead told me to contact a tax consultant to help me. When I explained I am a CPA and that there is no credit that can be claimed by a nonprofit since we do not pay taxes...didn't matter.3. Was asked for our tax exempt certificate, and to complete a form stating that we were not eligible to pay sales tax.4. Organization closed case without informing me and not providing a refund.5. You cannot reopen a case but only open a follow up case, which I did.6. Went back to beginning and refusing to refund sales tax.7. Sent me a follow up communication stating that they marked my account as a nonprofit and exempt from tax - but this is contrary to their original assertion that their system cannot 'not' charge sales tax. Closed with stating that they will not refund the $31.65 sales tax they charged me for.

  Customer response

  08/20/2024

  Better Business Bureau:

  After this filing and several other filings with the State and **************** regarding Fiverr business practices and notifying Fiverr again yesterday that I had filed, they put through a credit last night reimbursing me for the taxes they withhold.  However, as a CPA (in addition to running this nonprofit), I would suggest that BBB keep an eye on this companies practices.  The communications with them, as a former auditor, draw much attention and unanswered questions.  It would seem that this is a money grab from people who are not versed in taxes and finance. I've noted other nonprofits on the community boards stating that they cannot do business with Fiverr because of this practice. Many nonprofits, as a policy practice, will not allow any taxes withheld on their invoices.   It could be incredibly lucrative for Fiverr to continue this practice of withholding sales tax for nontaxable work and not providing refunds when requested.  I am still following up with the State of Colorado to find out if Fiverr, in fact, has been submitting withheld funds to the state and how someone would be able to get a refund.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The seller service was for 1 month (Organic Follower Growth). I was notified by Instagram that he paid for fake bot followers and now my account has been flagged for review. I contacted him, and he stated he was going to try to fix it, and he hasn't been able to and he stopped responding. I spoke to fiverr and they have admitted in doing wrong and that they would provide me with a refund. I paid via ****** and filed a dispute with them, and Fiverr is trying to play ****** and Me at the same time, by giving me a credit and saying I can get my money back to my card, but then telling me because it has been longer than 180 days they are unable to give me a refund to my original payment method

  Business response

  08/09/2024

  We have communicated with the user on ticket #********, and we have kindly explained that the reason we are not able to provide a refund is that the payment was made more than 180 days ago, however, we have provided an alternative solution, and we will continue to communicate with the user via ticket. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi,I need your help with an order I placed with a sellertracycollerain,through Fiverr. On 8 July 2024, I placed an order of$427.28, according to which the seller was supposed to translate my Novel from English to French. But, in return, the seller sent me the same English version, that I had sent her earlier. On being asked, she said she had mistakenly sent the same file and would get back with the right document soon. Later, the seller comes back telling that mistakenly, while deleting her old files, she deleted the original translated document as well. Since the mistake happened from the seller's side, I offered her some more time to redo the work. But, this seller denied working on it again, and instead asked me to place a new order if I needed the translated document. I mean, what the h*** The seller deleted the files, so obviously, she has to redo it, why am I supposed to place a new order? I already placed mine and didn't receive what I paid for.I then reached out to support with the hope that they would help me with this situation. But the Fiverr support is not replying. I don't know what to do now. Support is supposed to resolve client's issue, but here they are not even reverting back. This is why I had to reach out to you. Please help me get my money back. I really have high hopes from you.I appreciate your help in advance.

  Business response

  08/05/2024

  We reviewed ********* complaint and we won't be able to cancel the order placed by this buyer, the order has been marked as complete far too long so it no longer qualifies for that option. Our policies explain that there is a 14-day grace ****** where we may cancel an order. The buyer didn't reject the order within the 3-day time frame a buyer has to reject an order. We have taken the proper actions on the reported account and reached out to this buyer to explain to them how to reject future orders that have not been done according to their requirements. We have also added a $300 credit to their account as a token of our appreciation for doing business with us. 
  
  
  

  Customer response

  08/08/2024

  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 and the matter has been resolved.

  Thank you so much for your support and cooperation. I really appreciate it. And I assure you that for all my future orders, I will be extremely careful to check the work delivered and to take action on it within the timelines explained by you.
  
  Thank you again. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fiverr is collecting social security numbers before approving ******** services. I would appreciate assistance in preventing identity theft.On 7/31/2024, I created a Seller profile on Fiverr and was required to provide my social security number for W-9 purposes. I provided my social security number with the expectation that it would be used to confirm my eligibility to provide services and receive funds through Fiverr. On 7/31/2024, I received confirmation that my W-9 had been approved. Then, on 8/1/2024, my Seller profile was unceremoniously deleted, and, despite numerous queries, no explanation was given. I faithfully represent that I am a qualified potential Seller, and, to the best of my knowledge, I did not violate any Terms or Community Guidelines. I believe that the rejection was done automatically without human review.I have three separate Support Team requests that keep getting closed without any satisfactory resolution or explanation:#******** #******** #******** Soured by this experience, I no longer wish to provide my high-quality services for Fiverr. However, I politely request that BBB facilitate contact between me and a human at Fiverr to assure me that my sensitive personal information will be permanently deleted, as I do not trust the business to safeguard my information or prevent identity theft. My Fiverr account remains open in the hopes that a human will contact **** appreciate your consideration.

  Business response

  08/02/2024

  We responded to the customer in support ticket #******** and provided options for their account queries (regarding both the selling ineligibility and the customer's request to delete their account).

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive used Fiverr for many years, and unfortunately through many accounts. One of my accounts - I believe the one associated with ******************* was blocked by fiver for an unknown reason - probably because I was not very nice to the last inept consultant. Granted, your platform, you had the right to. What is most likely ILLEGAL AND HIGHLY UNETHICAL was there were funds in the account. No idea how much, but at least $100. So the last email they said after 3 months - and its been much much longer I can apply for a refund. They never responded to requests for a refund and my money is still kidnapped. Cannot login to the account if course. I just want my money back. Ill go across the street for my future needs. Here are two middle fingers to you Fiverr, enjoy!! Now give me my money backs. You owe me $500 for pain and suffering. Next demand will be for more if dont pay fast enough!! Im done playing. Hes, I can see your sh***^tty address on park south and the of one on broadway. Happy to bring my middle fingers there, its a walk.

  Business response

  08/01/2024

  The funds left on the user's account were refunded back to their payment provider. They should appear reflected on their account within 48h up to 7 days. If they have any issues with them after that time passes, they are welcome to email ********************************** for review.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last incident 4/2024 User name: ************ I'm very dissatisfied with the service and product provided by the representative. I paid to start my website in 2020, and since then, I've had nothing but ongoing issues with my websites. I have reached out to **** multiple times, and while he does respond most of the time, the issues never get fixed. Most recently, I experienced issues again in February of this year, and he charged me for the backup file that he initially said he was saving. His reasoning for the charge was that he needed to pay for the backup file. I feel like he was more interested in taking my money than in satisfying his customer. I'm extremely frustrated.

  Business response

  07/30/2024

  We can see that the user has not contacted us to ask for assistance regarding the issue they are experiencing. We have reached out to them tin the ticket ******** to assist them further. Please inform the user to follow up there for further assistance.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, My name is ********, and I have been offering my services as a website developer on Fiverr since 2023. During this time, I was awarded the Level-2 Seller badge by Fiverr and have earned approximately $18,000. I have successfully completed over 200 orders, resulting in many satisfied and happy customers.On Tuesday, June 18, at 19:16, I received an email from Fiverr stating that my account had been disabled. I have attached a screenshot of the detailed email with this complaint.Fiverr disabled my account without any reason, and I did not receive any warning prior to this action. I firmly believe that I have not violated any of Fiverrs policies or rules.This is truly an unjustifiable act by Fiverr. Please consider my complaint so that I can continue to use my account and resume selling on Fiverr.Thank you.***************************** Fiverr Username: ****** Status: Level-2 Seller

  Business response

  07/22/2024

  We reviewed ********'s complaint and we can confirm that their account cannot be restored, they have previously contacted us regarding their account and we have explained to them that our policies have been violated. We can confirm that this user committed fraud from their account, we need to abide by our own rules, therefore, their account cannot be restored. Whenever our rules are violated we proceed per our Terms of Service, their account was disabled without any warning due to the violations committed from their account. If the user has further questions they are welcome to follow up with us on the ticket we created for them. 

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have read the business response, and I would like the business representative to clearly explain how I have violated the platform policy and what fraudulent act I am accused of committing. Please provide specific details and do not withhold any information.
  

  As I have explained, I am a Level-2 seller with many satisfied customers, and I have earned around $18,000 on this platform within the last year. I strongly believe that I have not violated any policy. It is unjustifiable for the business to falsely accuse me of fraudulent activity.
  

  My profile is not new, and I am not new to this platform. Given that I am already earning well, why would I need to violate the policy? Please explain the exact reason behind this action and do not hide anything. I request that my account be restored as soon as possible.
  

  It is unfair to disable a seller's account without clear justification, especially after the seller has worked hard day and night to build their profile. Receiving an email stating that the account has been disabled with no option to contact customer support is not fair to the seller.
  

  Thank you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was in contact with a seller on Fiverr to do some work for me. Over a couple of days I settled on what packages I wanted to buy from her (3 separate orders!) . After purchasing things started to not feel right. Like I had to leave her a review before she would finish and send me the orders. Then once I got my orders a and tried to use them they were FAKE!! Unusable! I contacted customer support and they said to get in touch with the seller then contact them again. So I tried contacting the seller and is no longer responding to me. So I contacted customer support again and now they are no longer responding to me either.

  Business response

  07/18/2024

  We have reviewed and replied to ticket #********. Since the ticket was created through a different email than the one on this thread, we may not share details about it here. We will be happy to continue helping them.

  Business response

  07/18/2024

  We have reviewed and replied to ticket #********. Since the ticket was created through a different email than the one on this thread, we may not share details about it here. We will be happy to continue helping them.

  Customer response

  07/26/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally started an order for two projects with a freelancer on fiverr in April 2024 for blueprints for two different full buildout plans for two different buildings. Project 1 ********** , Arizona Project 2 Mesa ******* . Fiverr has continuously made it impossible for the projects to be completed the freelancer had to make changes to the projects because they werent completed and did not comply with the requirements to receive city permits and needed to be fixed when the freelancer tried to fix the projects multiple times fiverr would cancel our order causing our projects to not be completed this is now July 14, 2024 and our deadline is tomorrow July 15, 2025 for both our projects and fiverr has now deactivated my account with our projects on the account and our funds without completion this is frustrating and unacceptable. We have been waiting for 4 months to finish these projects and we were almost able to successfully complete our goal and they gave us a unfair determination for a unruly decision that did not comply with their deactivation process guidelines. I would like a full refund for all projects so we can get our job completed with a fair company that will not take advantage of their customers.

  Business response

  07/15/2024

  We reviewed ******'s complaint and after further review of her account, we see that it has been permanently disabled due to unauthorized purchasing activity. Unfortunately, this account cannot be restored. The orders that were not marked as completed were canceled. We won't be able to cancel orders that have been completed for more than 14 days. Our policies explain that there is a 14-day grace ****** where we may cancel an order. Marking or allowing an order to be marked as complete is an acknowledgment of the client's satisfaction as they are given the option to reject a delivery within 3 days of receiving it and request revisions, this was not done with the orders that cannot be canceled, they are welcome to contact their financial institution if they have questions in regards to these payments. If they need further assistance regarding their account they are welcome to follow up with us directly on the ticket they created. 
  
  

  Customer response

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Fivver is fully aware and can see all messages from our account as well as the freelancers that were working on the Same  project that have never been fully completed to receive the city permits. Once again yes we have been working on the same projects since February **************************************************************************************************************************************************************************** missing information which you can see that we requested for additional information that was needed for permit approval on July 12, 2024 and were paying every time for the job to be completed we deserve our money back our blueprints and funds for these projects are still on the account and the account has been disabled without any real verification nor alerts that the account was going to be disabled before we can take all of our information off, which is deceiving and seems like they are taking advantage of their customers .. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  07/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Unfortunately we cant create a ticket because our account was disabled and all our previous transactions and all previous projects were cancelled that were were in progress we would like a refund through the better business bureau that will fit better for us unfortunately, we do not trust fivver because of previous issues, thank you

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/31/2024

  We reviewed ******'s response and can confirm that the decision regarding this order is final and cannot be changed, the order cannot be cancelled. We need to abide by our own rules, the order was completed for more than 14 days and it was not rejected within the timeframe this user had to reject it. We have explained this to ****** on ticket #********. If she has further questions she is welcome to send an email to ********************************** because we won't be able to restore the account at the moment as our rules have been violated. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently chose twilio for a service for my app. They have consistently taken and charged me money without any billing or explanation. They consistently shut off service after unload money to this piece of **** app, then when they shut off these services I have to pay a dev team to fix the issues caused by their suspension. Furthermore my app has not been active or live for any billing to occur yet Im being charged for services that are not used.

  Business response

  07/09/2024

  We will be happy to review this for this user, but we could not find the relevant accounts, support requests, or orders related to the email address on this complaint. The user is welcome to share the order number or other account information that can help us identify their account, or reach out to us at ********************************** for help.

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  We are the gold app. The email used may be ******************** 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am rejecting the business response and providing documentation as the seller has wiped out the account and deleted the data I have provided from my own records  this is prima fascia evidence of the headaches of fiverr  

  Im awaiting full refunds in several items on my account  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/17/2024

  We are happy to review this but we have no information on this thread that we can trace back to Fiverr. If the user has already emailed ********************************** or reached out through our ************ through their account, they are welcome to provide the ticket number created or the order number starting with FO so we may locate it and review it.

*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. ↩