SmallBizGenius Analysis
Box receives overwhelmingly negative reviews on Trustpilot, with many users reporting issues with billing, customer service, and account management. While some acknowledge the system's potential, the prevalent sentiment points to a problematic experience for many customers.
Category Breakdown
Scores based on analysis of 96 recent reviews
Billing Issues & Unexpected Charges
1.5/10Numerous reviewers report being charged unexpectedly after free trials or experiencing difficulties canceling subscriptions. Many claim they were automatically renewed without consent and faced challenges in obtaining refunds, leading to frustration and financial loss. For example, one reviewer stated, "They suck you in with a 14 day free trial... the monthly charge is then $17, you cant get into your file... there is no way to cancel subscription so i ended up cancelling my credit card to stop the charges."
42 reviews mention thisPoor Customer Service
1.0/10A significant number of reviewers express dissatisfaction with Box's customer service, describing it as unresponsive, unhelpful, and difficult to reach. Many report struggling to get assistance with billing issues, account management, or technical problems, often receiving generic responses or being ignored altogether. As one reviewer put it, "There is no real customer service. No way to speak to a human. No phone support, no replies to tickets or emails."
38 reviews mention thisAccount Management Problems
1.5/10Several users report difficulties in managing their accounts, including reducing the number of users, canceling subscriptions, or regaining access after being locked out. They describe convoluted processes, unhelpful support, and a general lack of flexibility in accommodating their needs. One reviewer shared, "At renewal, we sought to reduce the number of users by 3. We got the run around on how to do that."
20 reviews mention thisData Access and Loss
2.0/10Some reviewers mention issues with accessing their data or experiencing data loss. They cite problems with file synchronization, account disabling, and difficulties in migrating data to other platforms. One reviewer stated, "Lost 98% of my files, terrible customer service, slow in coming back to help...Avoid at all costs."
8 reviews mention thisMisleading Subscription Practices
1.0/10Reviewers frequently claim that Box's subscription plans and storage limits are misleading, especially regarding 'unlimited' storage. They report discovering hidden bandwidth limitations or being forced into plans with a minimum number of users, leading to unexpected costs and frustration. A reviewer noted, "After you signup for a plan that states unlimited storage. it shows you in the underlying console that you are limited to 1tb per user. Total scam."
12 reviews mention thisPros & Cons
What Customers Love
"Whilst a relatively good system, their customer service is woeful and their subscription a complete scam."
"The sharing is designed pretty well and is useful. It's easy to share a folder with specific people and allow anyone to upload a file easily without needing an account."
"Their offline files work really well, I especially like that if you look at a file it temporarily keeps an offline preview in case you find out you need it later but forgot to save it offline."
"The previews for common file types work well on all devices."
Common Complaints
"They suck you in with a 14 day free trial... there is no way to cancel subscription so i ended up cancelling my credit card to stop the charges."
"There is no real customer service. No way to speak to a human. No phone support, no replies to tickets or emails."
"At renewal, we sought to reduce the number of users by 3. We got the run around on how to do that."
"After you signup for a plan that states unlimited storage. it shows you in the underlying console that you are limited to 1tb per user. Total scam."
"Box File Service auto-renewed my subscription without my consent, and I was charged a day before I even realized what had happened... They refused to refund me."
Common Questions About Box
Answers derived from customer review patterns
Is Box legit and trustworthy?
Based on the analyzed reviews, there are significant concerns about Box's legitimacy and trustworthiness. Many users report deceptive billing practices, including unexpected charges after free trials and auto-renewals without consent. Numerous reviewers describe difficulties in canceling subscriptions and obtaining refunds, leading to accusations of scam-like behavior. Given these widespread complaints, potential users should exercise extreme caution before subscribing to Box's services.
Based on 45 reviewsDoes Box have good customer service?
The overwhelming consensus from the reviews is that Box's customer service is poor. Many users report difficulty reaching support representatives, with some stating that there is no phone support available. Reviewers frequently describe unresponsive and unhelpful interactions, with issues often left unresolved. The lack of effective customer service is a recurring theme in the negative feedback, suggesting that users should not expect prompt or satisfactory assistance.
Based on 38 reviewsIs Box worth it for small business?
Considering the numerous negative reviews, Box may not be a worthwhile investment for small businesses. The prevalent issues with billing, customer service, and account management raise concerns about the reliability and stability of the service. Small businesses relying on cloud storage need dependable support and transparent pricing, which Box appears to lack based on user feedback. Alternatives with better customer service and more straightforward pricing models may be more suitable for small business needs.
Based on 60 reviewsWhat is Box's cancellation policy like?
According to many reviewers, Box's cancellation policy is problematic and difficult to navigate. Several users report that they were required to provide advanced notice (e.g., 30 days) before their annual renewal date to avoid being charged for the next year. Others claim that they were unable to cancel their subscriptions online and had to contact customer service, which proved to be unresponsive. The overall sentiment suggests that Box's cancellation process is designed to be confusing and prevent users from easily terminating their subscriptions.
Based on 25 reviewsWhy are users reporting unexpected charges from Box?
Unexpected charges from Box are frequently attributed to auto-renewal of subscriptions without explicit consent and difficulties in canceling before the renewal date. Some users also report being charged for a minimum number of users (e.g., three) even if they only need one license. Additionally, hidden bandwidth limitations and fair usage policies may lead to unexpected fees if users exceed the undisclosed limits. These issues contribute to a perception of deceptive billing practices and a lack of transparency from Box.
Based on 30 reviewsLooking for Something Different?
Compare Box against 5 similar web & tech options.
View Alternatives