BBB complaint record: 196 complaints in three years, led by billing and product issues

Individual support failures are easy to dismiss as anecdotes; a third-party complaint register is a different kind of record, with limits. As of 4 November 2026, the Better Business Bureau's complaints page for Dropbox, Inc. reports "196 complaints in the last 3 years." and "44 complaints in the last 12 months." By type, BBB lists Billing Issues (54), Product Issues (54), Service or Repair Issues (49), Sales and Advertising Issues (17), Customer Service Issues (14) and Order Issues (8). The page also states that the complaint text it displays "might not represent all complaints filed with BBB."

BBB's status filter splits the 196 into "Complaint Answered (182)" and "Complaint Resolved (14)"; no other status is listed. The two words are not interchangeable. BBB defines Answered as: "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." It defines Resolved as: "The complainant verified the issue was resolved to their satisfaction." The 182 Answered complaints therefore show that Dropbox replied, not that the customer was satisfied, and they should not be read as 182 resolved complaints.

BBB's rating of Dropbox has moved over time. This entry reports what archived copies of the profile page (Wayback Machine) show, and does not offer a reason for the changes beyond what BBB itself printed. The 11 February 2022 copy shows a rating of D-, states "This business is not BBB Accredited", and reports "221 complaints closed in last 3 years" and "81 complaints closed in last 12 months". The 17 December 2025 copy shows "Not Rated", with the printed reason "The business is in the process of responding to previously closed complaints." The 20 February 2026 copy shows a rating of B, with the printed reasons "Failure to respond to 8 complaint(s) filed against business" and "Length of time business has taken to respond to complaint(s)". The live profile on 4 November 2026 shows a rating of A, with one printed reason, "Length of time business has taken to respond to complaint(s)", and "BBB Accreditation: None". The 2022 figures are worded differently from the 2026 ones ("closed" versus "in the last 3 years"), so this entry does not treat them as a trend.

The live profile also carries one alert, headed "Pattern of Complaints". BBB writes: "A review of complaints was done in September 2025. Following our review, we’ve observed a pattern of complaints associated with this company. Complaints processed by BBB state difficulty trying to cancel the service. In some cases when the service is cancelled, consumers state they continue to be charged. Complaints also state not being able to reach customer service to resolve their issues." BBB adds that "On November 24, 2025, Dropbox provided BBB with the following response," which reads in part: "At Dropbox, we care deeply about providing a positive experience for all our customers and are reviewing how we surface the ability for our customers to cancel their subscriptions." The alert does not say whether that review led to any change, and this archive has not found one documented.

Dropbox answers complaints on the BBB page. Its business responses repeatedly read "The issue was resolved with the customer through our support network under ticket ID", followed by a redacted ticket number. At least one complainant disputed such a response: on 23 October 2026 a complainant whose account had not been deleted wrote "I am rejecting this response because: My account has not been deleted and my request for manager assistance is being rejected." In a separate complaint, a complainant seeking a refund of 33 recurring Dropbox Plus charges answered an earlier Dropbox reply ("We are currently working with the customer through our support system ticket number") on 2 October 2026: "The ticket has now been marked as Solved, but I have not received any refund or resolution regarding my refund request." Dropbox's response the same day said "Support was unable to assist the customer as the request was an in-app purchase". These are complainants' accounts as published by BBB, with names removed; this archive has not verified them and does not present them as typical.

BBB complaints are a self-selected sample: they count customers who chose to file, each complaint is one side's account, and the total is not a rate across Dropbox's customers. This entry does not estimate how common these problems are among Dropbox's users. A separate law-firm notice, Migliaccio & Rathod LLP's "Dropbox Plus Auto-Renewal Investigation" (23 October 2025), announces an investigation into Dropbox Plus auto-renewal practices; it does not mention the BBB or give any complaint count, and is listed below only as related context.

Correction (4 November 2026): an earlier version of this entry said the BBB had logged more than 1,180 complaints against Dropbox over three years. Neither BBB's current profile nor any archived copy this archive reviewed supports that figure, and it has been replaced with the counts BBB itself publishes.