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Business Profile

Online Education

Udemy - Udemy.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Education.

Important information

Complaints

Customer Complaints Summary

  • 137 total complaints in the last 3 years.
  • 54 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/25/2024

    Type:Product Issues
    Status:
    Answered
    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 23Jul2024, I decided to try out Udemy by signing up for their free trial subscription. However, on 25 Jul 2024, I discovered that my card had been charged $240 for an "Annual Personal subscription" that I never intended to purchase. I had only considered a monthly subscription if I enjoyed using Udemy. It seems that Udemy automatically enrolls users in an annual subscription without their consent. Frustrated, I immediately searched for a way to cancel my subscription and found an option to do so. However, there was a catch - although I could cancel at any time, no refund would be issued. This experience made me realize that Udemy may be deceiving people by promoting misleading subscription plans to consumers.

    Business Response

    Date: 07/30/2024

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on July 25th, 2024, we have reviewed your annual Personal Plan subscription, and have completed a refund as a result of issues at checkout. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and have completed the refund back to your original payment method, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:07/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 was charged 240 usd today, July 17 for an annual subscription. The company says all the time that you can cancel any time. I have had trial period for 7 days. They have never sent me an email about upcoming charges. I feel so scammed after asking them for a refund. Because I have tried to use their platform for only the first 2 days of my trial and I gave up on them after. I tried to contact them through email, but they told me that I should use their services for the whole year and I won't be able to get my refund. I feel so bad. Please help me somehow. I don't need their product.

    Business Response

    Date: 07/18/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on July 17, 2024, we have reviewed your case. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and granted an exception, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team 

  • Initial Complaint

    Date:07/11/2024

    Type:Product Issues
    Status:
    Answered
    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.
    no calls. i tried emailing creator of test got no response. i bought LSAT course and must know by monday the latest if this prep confirms to the aug ************************************************************************************************************** 2020 pls tell me asap again if it wont help with the updated aug 2024 test i if not please refund me

    Business Response

    Date: 07/12/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on July 11, 2024, we have reviewed your inquiry. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and provided further context to your question, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

     

  • Initial Complaint

    Date:07/11/2024

    Type:Product Issues
    Status:
    Answered
    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 course ********** Excel - Excel from Beginner to Advanced"on June 14th and only completed 9% of the course. It is too difficult for me to grasp, and the allowed time for a refund in their policy has not passed. they have a 30 day money back guarantee which ends on July 14th of this year. I would like an FULL refund, which Udemy says they reject because I have completed too much of the course. I haven't even completed chapter 4 out of 43 chapters! there is ZERO customer service from ********************** Their policy states that they will reject a refund if a significant portion of the course has been completed, 3 chapters of 43 is NOT significant!

    Business Response

    Date: 07/12/2024

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on July 11, 2024, we have reviewed your request. You can further check the status of this issue through Ticket #*******.


    Since we investigated the matter thoroughly and granted a refund, Udemy considers that this issue was properly resolved.


    Thank you for notifying us of this matter!


    Udemy Support Team 

  • Initial Complaint

    Date:06/14/2024

    Type:Product Issues
    Status:
    Answered
    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: 21851792

    I am rejecting this response because: Once again, there are laws that protect against company policy in these events and cases, the return policy was not clearly stated nor even insinuated anywhere on the website, only a "30 day money back guarantee" this matter has also been escalated to the ****************** of Canada as it is unethical business practices.  

    Sincerely,

    *********************ain.I also purchased three **** design programs that contained outdated information dating back over 10 years, making them irrelevant to current industry standards and ***** systems. Despite my attempts to engage with the content, my refund request was mostly rejected.Financial Loss and Ineffectiveness of Courses: As a result of Udemy's unclear refund policy and misrepresented course content, I have incurred approximately $100 in wasted expenses on courses that I cannot use. This situation is exacerbated by Udemy's refusal to address these issues satisfactorily.Given these circumstances, I am seeking resolution in the form of a refund for the courses I paid for, totaling approximately $100. If Udemy is unable to provide a satisfactory resolution, I am prepared to pursue further actions to address these issues and ensure accountability.Thank you for your attention to this matter. I look forward to your prompt response.

    Business Response

    Date: 06/17/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on June 14, 2024, we have reviewed your credit refund request. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and confirmed a refund exception was made prior and cannot ***** another one at the moment. Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team 

  • Initial Complaint

    Date:06/11/2024

    Type:Delivery Issues
    Status:
    Answered
    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: 21836710

    I am rejecting this response because: Udemy previously issued a refund and said in email it was immediate. Now they are placing additional conditions on the refund that I have to remove my complaint to obtain a refund. Not only is it unsavory to place additional conditions on a refund they had already issued, but it boxes me as a customer into a corner. My complaint is to obtain a refund for services not rendered, but they want me to remove the complaint to obtain a refund. I want a GUARANTEE IN WRITING from Udemy that they will issue the refund IN FULL and IMMEDIATELY if the complaint is removed, and for them to acknowledge if this action is not taken by Udemy, that the customer will reopen the case with the credit card company and BBB, or any other authorities required, to obtain this refund which I am fully entitled to per their email in May.

    Sincerely,

    *************************an open case. Again, they ALREADY issued the refund per them - not per me. And it seems a manager would be able to get this resolved pretty quickly. Now they are threatening to close my case on June 28. I have taken no classes. And they still have my money. They owe me the refund they said in THEIR OWN email of May 26 was immediate and back to my original form of payment.

    Business Response

    Date: 06/14/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on June 12, 2024, we have reviewed your dispute inquiry. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and have requested the required letter of reversal for the dispute in order to issue a refund, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

     

  • Initial Complaint

    Date:06/02/2024

    Type:Billing Issues
    Status:
    Resolved
    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.

    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.


    Sincerely,

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

    Business Response

    Date: 06/04/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on June 2, 2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and granted a one time exception for a refund, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team 

  • Initial Complaint

    Date:05/28/2024

    Type:Product Issues
    Status:
    Answered
    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 signed up for the personal plan on Udemy on 5/27/24 for $240.00. Immediately AFTER signing up, SUDDENLY every course that I had put on a wishlist to watch was now gone and there was a VERY limited choice of courses. In several of my categories there were ZERO courses and there was ONE course. Why would I have paid $240 to get almost ZERO course choices? This is FALSE advertising. I immediately tried to get a refund (This is within 1 hour of purchase) and I see that I am not entitled to a refund? This is outrageous. For 1 course at ***** that might be okay, but to lock you in to a YEAR of a FALSE advertising with literally HUNDREDS of courses removed from the list that you could see because you are not buying them one at a time. This is just so sketchy and bad. I really need my money back and this is something that they should be forced to do just automatically. Nobody is entitled to your money when they have given you absolutely nothing.

    Business Response

    Date: 05/29/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on May 28, 2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and granted a one time exception for a refund, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

     

  • Initial Complaint

    Date:05/15/2024

    Type:Product Issues
    Status:
    Answered
    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 made a purchase of 11 courses on Udemy on May 1st. Apparently, their algorithm mistakenly flagged the transaction as suspicious. They claim to have cancelled the transaction and refunded the charge. However, 14 days later, the funds have still not been returned. They also provided a discount link to be used in my next purchase (since the sale was no longer going on after they had made the mistake). On May 13th, after waiting to receive back the refund but to no avail -- and with the discount code about to expire on May 14th, I put made another purchase on the Udemy website -- this time for 16 courses. Everything went smoothly on the charge, but when I went to access the courses, I was unable to do so. Despite having both charges still showing in my account, I do not have access to any of the purchased courses. Instead, I have been gaslighted by their customer service that they erroneously flagged the transaction (again) and requested that I wait ***** hours before retrying the transaction. I have gone through now 16 exchanges with their customer support, and have not received any resolution. There is a very simple fix: simply give me access to the 16 courses I have now paid for (twice for some of the courses). If I ever receive a refund for either of the two transactions, please ask me to resubmit (or face being cut off from accessing my courses). It should be very simple. I have been a very enthusiastic client, who wants to start in on these courses. But instead of easily resolving the matter, I have instead been gaslit with mass-produced, untargeted message fodder. I bring this to the attention of the BBB because it now seems to be a pattern of response from Udemy (apparently on any large transaction) to claim that the funds have been refunded, and then asked to repurchase the courses (after ***** hours). I have presented them with my bank statements to prove the transactions went through, and I have checked to determine if they have refunded me. They have not.

    Business Response

    Date: 05/15/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on May 15, 2024, we have reviewed your course purchasing case. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and advised you on the next steps in order to complete your next purchase, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team 

  • Initial Complaint

    Date:04/25/2024

    Type:Product Issues
    Status:
    Answered
    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 need to change my contact email as a result of changing internet and email providers. When I attempted to do so, the system advised I had exceeded my attempted number of logins. The company PROVIDES NO PHONE SUPPORT, and therefore I may not be able to address this ih the time I have before my old email address become inaccessible. This is COMPLETELY UNACCEPTABLE. I have courses I PAID FOR and will be unable to access if my current email become unreachable before they assist me in converting to my new one. At which time I WILL be seeking a refund for ALL course for which I have paid.

    Business Response

    Date: 05/06/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on April 25, 2024, we have reached out directly to request the email you'd like to change on your account. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and the account email has been changed already, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team 

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