Shutterstock, Inc.

If you decide to create a contributors account please take not that when all your pictures keep getting instantly rejected and you decide you want to delete the account that the only way to delete it is through the contact us button and it doesn't work. You will keep getting an email saying that the host does not receive emails from the domain your email is linked to which is ironic since it is the same one that you sign up with.

Review: Shutterstock sells video footage on their website. For each video they have a 'comp download' which is the video that they are selling but it has a watermark on it to prevent you from using it. So it's essentially a free sample. I found a video that I liked and I downloaded the comp download and it was exactly what I was looking for. The resolution was good, there was no video flickering, and the file size was only 3.5MB. The file size for this is very important because many people are using these for web purposes and you can't have visitors trying to download a 500MB file each time they visit your website. So I purchased the video labelled 'WEB'. This was a 7MB file version which is the smallest available for purchase. Logic would dictate that the 7MB file would be of better quality than the 3.5MB file, right? Very very wrong. It was unusable. Extremely distorted and heavy flickering. On top of that, while it was labeled as "WEB" it was in MOV format, which is NOT web compatible. So I complained to Shutterstock and they told me that the comp download was actually the HD version of the video which costs more, and not the WEB version. That would be fine, except that the HD version is 500MB. So not even their HD product matches the free sample. The free sample is high res & low file size, but the available products are only one or the other. I felt very deceived by this. I was offered a refund, but that's not the point. The point is that they are misleading people. If they offer a free sample, they need to sell the product they are handing out as it is, not intentionally degraded it.Desired Settlement: I want the 'comp download' as it was but without the watermark. That's it. Simple. Give me the product that you sold me on and that I paid for. I'd gladly pay the full $80 for it. I also want all comp downloads to match the product offered so that others are not deceived into purchasing a poor product like I was.

Business

Response:

Dear [redacted]:Shutterstock, Inc. ("Shutterstock") is hereby responding to Revdex.com Complaint #[redacted] (the "Complaint"). Promptly upon receiving the Complaint, Shutterstock investigated this matter. We will first provide background about Shutterstock's process for licensing clips of this nature, including so-called "comps". When a customer elects to download a comp, the resolution size is not listed on the download page because these sizes vary. After the clip is downloaded, the customer can see the resolution. If the customer then elects to license the clip, he must do so by selecting an option from the licensing page, where the resolution is clearly set forth (i.e., HD, SD or Web). The customer can also see the resolution listed when the clip is downloaded. In this instance, the resolution of the comp clip is in between the "SD" and the "Web" size. When the Complainant contacted Shutterstock about this issue, he was given a full refund for the purchase with which he was not satisfied. In the event the Complainant would be satisfied by licensing the "SD" version of the clip, Shutterstock could provide that but would not be able to provide it at the lower file size. Furthermore, the comp clip at the size the Complainant prefers is not available without a watermark and it is not technically feasible to provide it to the Complainant.In an effort to resolve this matter, I reached out to the Complainant on or about May **, 2015. I left him a voicemail and requested that he call me so that we could discuss the best resolution. Shutterstock would like to work with the Complainant to provide a satisfactory clip, to the extent it is technically possible. To date, I have not heard back from the Complainant, but Shutterstock remains open and available to resolving this matter.Please contact me if you have further questions or concerns.Best,[redacted]

Review: I thought I was making a one-time purchase of two images. After I completed payment, I received an email stating that I would be charged an additional $29.00 for an auto-renewal subscription. I did not buy a subscription, they charged me for one anyway. After I read the email, I logged back in to their website and cancelled any further subscriptions, but I was unable to cancel the initial subscription. On their frequently asked questions page, it says that they will not offer refunds. This company is using predatory sales methods and misleading invoices to scam their customers.Desired Settlement: This business will have to refund the price of the subscription. I did not order it and I shouldn't have to pay for it.

Business

Response:

Shutterstock, Inc. ("Shutterstock") received an electronic notice from the Revdex.com Serving Metropolitan New York (“Revdex.com”), dated November **, 2013, and concerning Revdex.com Complaint ID [redacted].

Based on Shutterstock’s records, the customer, [redacted], contacted Shutterstock on November **, 2013 concerning a renewal fee and a request for a refund. Shutterstock issued a refund of $29.00 (the full amount in dispute) to [redacted] that same day and advised him of the same immediately. On November **, 2013, I also sent an email to [redacted] confirming that we had resolved the matter fully. I have not received a response to my email.

We trust that Shutterstock’s response resolves any outstanding concerns by the Revdex.com and [redacted]. Please do not hesitate to contact me if you have any questions.

Best regards,

Corporate Counsel

Shutterstock, Inc.

Consumer

Response:

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

Sincerely,

Review: On ** of Jul 2013 we purchased a few photos from this website, we was asked to buy 5 photos, we needed 2-3 only, we proceed with the 5 photos and that was ok to pay $49 for that transaction, until we fond out on ** Jul 2014 that we got charged anther $49 then I called them to find out, they said it is an auto renewal for the account, I got so upset because I didn't signed up for that and I asked for a refund which they did after few days.

Then I was checking the history of my account with them, I fond that they charge me twice for the transaction that I did on ** Jul 2013 as follow: ** Jul 2013 365-day Images On Demand, with 5 Standard License Downloads $49.00 [redacted] Jul 2013 365-day Images On Demand, with 5 Standard License Downloads $49.00 [redacted]

I requested one of them to be refunded because I have ordered only one of them and the respond I got is: "Per our policy, we only refund charges that happened 6 months ago or less. Please note we could add 5 downloads to your account so you could take advantage of the 5 downloads oyu missed in the past."

I refused that offer because I do not need their service anymore and I do not want to be forced to buy something that I do not need, than I asked to talk to a manager, they told me he is going to call later, which is he did, surprising on Sunday morning, he was just repeating what they said before which is non since to me and insisting that is auto renewal that just happened on the same day of the original transaction.

I copied and paste the two transactions above just to show that was a duplicate.Desired Settlement: I need a full refund of one of these transactions ** Jul 2013 365-day Images On Demand, with 5 Standard License Downloads $49.00 [redacted] Jul 2013 365-day Images On Demand, with 5 Standard License Downloads $49.00 [redacted]

Business

Response:

Shutterstock, Inc. ("Shutterstock") is hereby responding to Revdex.com Complaint #[redacted] (the "Complaint"). Promptly upon receiving the Complaint, Shutterstock investigated this matter.

The Complainant originally purchased an on-demand package of five images on or about 7/**/2013, which auto-renewed the same day when he downloaded his fifth image. The Complainant's package then renewed again on or about 7/**/2014. The Complainant did not contact Shutterstock with respect to any renewals until after 7/**/14. The Complainant was advised that Shutterstock will provide refunds for its on-demand packages for up to six months from the date of purchase. Upon contacting Shutterstock, the Complainant was promptly provided with a refund of the charge from 7/**/14 and advised that the 2013 charge could not be refunded due to the lapse of time. In exchange, Shutterstock provided the Complainant with a complimentary on-demand package of five images.

Following receipt of the present Complaint and Shutterstock's investigation, in an effort to resolve this matter, Shutterstock contacted the Complainant on or about 8/**/14 and provided the requested refund for the initial renewed package from 2013. The Complainant confirmed that he would withdraw the present Complaint upon receiving the requested refund.

Shutterstock believes that this matter is now fully resolved. Please do not hesitate to contact me if you have any questions or concerns.

Best,

Review: My account ([redacted]) was billed $1699 in 2013 and 2104. I was given credit for 2014 but not for 2013.

I was enrolled in an auto renewal program that I did not sign up for. I did not select the option. I did not use the product and did not sign for the subscription.

When you purchase video clips in "PACKS" of 5,10,25. They are called "PACKS" when you purchase them you are buying a subscription that is automatically auto renewed. It is a practice unsavory and not clear to the user. According to my states law they are in violation. It is not clear on the purchase page and I was not given a written copy for my records. SEE BELOW

Section 17602 requires that the essential terms be presented “clearly and conspicuously” or in a manner that obviously calls attention to the language. Terms & Conditions(1) In larger type than the surrounding text; (2) In contrasting type, font, or color to the surrounding text; or (3) Set off from the surrounding text by symbols or other marks.

The Essential terms FAIL this definition.(1) the type is smaller, the smallest on the page. (2) Type for essential term is not contrasting.

After the subscriber is enrolled, the business must provide acknowledgement of the consumer’s enrollment by providing a copy of the following information in a form the subscriber can retain for his or her records: I never recieved send a notice via mail or email.

I would like to be refunded the money I paid, for a service I did not knowingly sign up for or use. The sad part is I have a monthly subscription with shutter stock for photos images and have spend over $20,000 with this company. Yet they will not refund my money for a Video clips I did not use. It did not cost Shutterstock.com any expense, they did not deliver any goods or service. yet they feel that keep $1699.00 of my money is just.

I am not the only complaint for the auto-renewal on shutter stock. There is a problem here.Desired Settlement: I would like a full refund . I would like them to follow the law. This practice is unsavory and not in good faith.

It s a calculated business decision. Let the customer click the auto renewal button or at the very least follow the law.

Terms & Conditions(1) In larger type than the surrounding text; (2) In contrasting type, font, or color to the surrounding text; or (3) Set off from the surrounding text by symbols or other marks.

Business

Response:

Dear [redacted],

Shutterstock, Inc. ("Shutterstock") is hereby responding to Revdex.com Complaint #[redacted]. (the "Complaint"). Promptly upon receiving the Complaint, Shutterstock investigated this matter.

The complaining party, [redacted] (the "Complainant"), reached out to Shutterstock concerning this issue on September *, 2014, to request a refund. Given that the initial renewal occurred on August **, 2013, it was over one year old. Shutterstock offered him an additional year to complete the downloads available through the subscription, which he declined. The requested amount (US $1631.04), was then refunded in full on or about September **, 2014. Shutterstock attempted to contact the Complainant to ensure his receipt of the refund, but has not been able to reach him.

Shutterstock believes this matter is now fully resolved. Please do not hesitate to contact me if you need any further information.

Best,

Review: My college student accidentally signed up to [redacted] and did not know it and then cancelled it. I also cancelled it, they continue to pull out $20 per month from my college kids account, and this has gone on for four months. They called me last month (October) promising to correct and give us our money back and we never got anything back and they took out again this month (November) another $20. Please get them to stop and give us back his money.Desired Settlement: Cancelled subscription and pay back money.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. [redacted] called and took care of issue.

Sincerely,

Review: I purchased a 5 pack of images from Shutterstock via their website. I downloaded all 5 images. I was then looking at another image while logged into their site and clicked a button accidentally which automatically purchased another 5 images at $49.99. It was a complete accident and I never used the said image that was downloaded. I contacted [redacted] at Shutterstock who was very professional and he informed me he was unable to refund my money. I asked [redacted] if he would be willing to return the package of 5 images and then repurchase the package minus the one image using a valid promo code for 20% off. [redacted] said he would do that. A few mintues later after getting off the phone with [redacted] I received an email saying my refund was denied. I called [redacted] back, he stated that it was against Shutterstock's policy to add a promo code after the fact and I could not return the accidental purchase. I told [redacted] that I "accidentally" hit a single button while looking at an image and it automatically charged my credit card $49.99 without any type of confirmation and downloaded the image. I told [redacted] I was unhappy and he stated he would have a [redacted] call me. I then recieved a voicemail from [redacted] who stated he was a [redacted] left a message stating that Shutterstock was not willing to apply the promo code to the accidental purchase or refund me for that purchase.

This purchase was accidental. I was willing to NOT take a full refund if the company was willing to apply a promo code for 20% off. I told [redacted] that I would eventually use additional images for my company so I would settle for 20% off. Shutterstock was unwilling to even do that.Desired Settlement: I would like a FULL refund from this company.

Business

Response:

Shutterstock, Inc. ("Shutterstock") is hereby responding to Revdex.com Complaint # [redacted]. Promptly upon receiving the Complaint, Shutterstock investigated this matter. Complainant stated that he mistakenly purchased a “5 pack” of Shutterstock Images. He then sought to retroactively apply a discount code following such purchase. Shutterstock denied such retroactive application and has since refunded the entire amount of the purchase price.Shutterstock believes this matter is now fully resolved. Please do not hesitate to contact me if you need any further information. Regards,[redacted]

Consumer

Response:

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

Sincerely,