Complain About BrowserStack - File a Complaint Today

Trying to find the right person to talk to can feel like a maze. Here’s a breakdown of your best bets, since a simple phone call isn't really an option.

Immediate to 30 minutes, but honestly, it often feels way longer, like your ticket just disappeared.

• Be Hyper-Detailed: Don't just say "it's broken." Provide browser versions, operating systems, screenshots, and even video recordings of the bug.
• Use a Clear Subject Line: Start with your account ID and a brief summary, like "Account #12345 - Billing Error on Invoice #67890."
• Reference Your Plan: If you're on a high-tier plan, mention it. Enterprise customers usually get faster support.
• Keep It One Issue Per Ticket: Don't lump five different problems into one email. It just creates confusion and delays.

If your support tickets are being ignored, it's time to escalate. Don't just keep sending the same message into the void.

Step 1: Escalate Internally

First, reply to your existing ticket and specifically ask for your issue to be escalated to a support manager or team lead. Use phrases like, "I require this issue to be escalated," or "Please connect me with a manager to resolve this." If you get no response, send a new, separate email with "Formal Complaint & Escalation Request" in the subject line.

Step 2: Go Public and External

If they still won't resolve your issue, take it outside. The Better Business Bureau (BBB) is a solid option for US based customers. Filing a complaint on the BBB website is free and creates public pressure. BrowserStack has an F rating, so they are clearly not great at resolving these, but a formal complaint sometimes gets a response to avoid another public stain. The BBB process works, but prepare to wait. It can take a few weeks for them to mediate.

Subject: Urgent: Unresolved Billing Issue on Account [[Account #]] - Second Attempt

Hi there,

I am writing again to resolve a persistent issue with my account, [[Account #]]. This is my second time contacting support regarding this problem, as my initial ticket [[Ticket #, if you have one]] from [[Date]] has not been resolved.

On [[Date of charge]], my account was incorrectly billed for [[$Amount]]. This charge is for [[briefly explain the issue, e.g., unused parallel tests I was assured would be credited, a charge after I downgraded my plan, etc.]]. Frankly, having to chase this down and spend my time verifying my invoice has been incredibly frustrating and is impacting my team's budget planning.

To resolve this, I require you to issue a full refund of [[$Amount]] to my original payment method immediately. Please also confirm in writing that the issue has been corrected on my account to prevent it from happening 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 formal complaint with the Better Business Bureau and initiate a chargeback with my credit card provider.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Mention the Business Impact. Instead of just saying you're annoyed, explain how the issue is affecting your work. For example, "This bug is blocking our production release," or "This billing error is holding up our financial reporting." Money talk gets attention.
• Use Twitter/X Publicly. Don't just send a DM. Post a public tweet tagging @BrowserStack and @BrowserStackSup. Keep it professional, but firm. "Hey @BrowserStack, still waiting for a resolution on ticket #12345 for over a week now. This is blocking our team."
• Reference Their Own SLA. If you're an enterprise customer, you likely have a Service Level Agreement. Find it and quote it back to them in your complaint. Nothing works better than using their own promises against them.
• Ask for a Call. Even though they don't list a number, you can request a call in your support ticket. A user on Reddit mentioned they finally got a resolution after insisting on a video call to demonstrate the bug live. It might not work, but it shows you're serious.

Tired of submitting a support ticket and hearing nothing back for days? Or getting a generic, unhelpful reply that doesn't even address your actual problem? Sound familiar? It's a common story on forums. You send detailed logs, screenshots, everything, and then... silence. It's enough to make you want to give up.

No joke. Let Pine AI handle the tedious follow-ups. Instead of you having to remember to nudge them every 48 hours, Pine AI can manage the persistent communication that it takes to get past the first line of support. It saves your sanity so you can focus on your actual work, not on chasing down a support agent.