Complain About BrowserStack - learn how to file a complaint

They promise a 24-hour turnaround on support tickets, but for billing issues, it can feel like an eternity.

• Be Hyper-Specific: Don't just say "it's broken." Provide session URLs, screenshots, and exact error messages. The less they have to ask, the faster they can act.
• Use Keywords in Your Subject Line: Use terms like "Billing Dispute," "Cancellation Request," or "Urgent Technical Blocker" to get routed correctly.
• Reference Your Plan: If you're on an Enterprise plan, mention it. Those tickets almost always get prioritized.
• Keep it Professional: Even when you're furious, stick to the facts. A calm, detailed complaint is harder to ignore than an angry rant.

If your support ticket is going nowhere, it's time to escalate. Don't just keep replying to the same thread.

1. Ask for a Manager

First, reply to your existing ticket and explicitly ask to have your case escalated to a support manager or team lead. Use a clear and firm sentence like, "I am not satisfied with the current resolution and need to speak with a manager about this issue."

2. File a BBB Complaint

BrowserStack has an F rating from the Better Business Bureau, which isn't great. Filing a complaint on the BBB website is a formal process that companies often take seriously to protect their reputation. It works, but prepare to wait. BrowserStack seems to respond to complaints there, but it's not instant.

3. Initiate a Credit Card Chargeback

For billing issues, this is your most powerful tool. If you have documented proof that you tried to cancel or were charged incorrectly, call your credit card company and request a chargeback. This directly reverses the payment. Companies hate chargebacks because it costs them money and hurts their standing with payment processors.

4. Go Public on Social Media

A well-worded post on X (formerly Twitter) or LinkedIn can get a swift response. Tag @browserstack and clearly state your issue (e.g., "Been a customer for 3 years, charged after cancellation, and support has been unresponsive for 5 days. Case #12345").

Subject: Urgent: Unresolved Billing Issue on Account [[Your Account Email]]

Hi there,

I am writing again to resolve an incorrect charge on my account. My original support ticket number is [[Ticket #, if you have one]].

On [[Date]], my card was charged [[$Amount]] for an auto-renewal, despite my attempts to cancel the service beforehand. Frankly, having to chase this down is frustrating and is wasting valuable development time.

To resolve this, I need you to process a full refund of [[$Amount]] and provide written confirmation that my subscription has been successfully cancelled and will not be billed again.

If I do not receive a satisfactory response and confirmation of the refund within 48 hours, my next step will be to file a chargeback with my credit card company for the unauthorized charge.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for the ticket to be re-assigned. Sometimes you just get a support agent who isn't a good fit. It's okay to say, "Could someone else please look at this?"
• Use their own language. If their marketing promises "seamless integration," and it's not, quote that back to them in your complaint.
• Check relevant subreddits. A Reddit user mentioned they got a response after posting in the /r/softwaretesting subreddit and mentioning BrowserStack by name. It's a long shot, but for technical issues, it can attract the right kind of attention.
• Request a call. They don't make it easy, but for enterprise customers, insisting on a call to resolve a complex issue can cut through the email back-and-forth.

Tired of writing that 'gentle reminder' email to BrowserStack support for the third time? Sound familiar? Chasing down a refund or a cancellation confirmation can feel like a full-time job. Pine AI can take over that tedious follow-up for you. We handle the persistent back-and-forth, sending the right messages at the right time to get your issue noticed and resolved. No more checking your inbox every hour for a reply that just asks for the same information again. Seriously. Let an AI deal with their support so you don't have to lose your sanity over it.