Complaints

This profile includes complaints for Odoo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Odoo

  8000 Marina Blvd Ste 300 Brisbane, CA 94005-1884

• 

  Odoo

  1485 Bay Shore Blvd Ste 450 San Francisco, CA 94124-3002

• 

  Odoo

  250 Executive Park Blvd Ste 3400 San Francisco, CA 94134-3349

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.

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 9/26/24 I paid $8,170 for a 50 he success pack. On 10/2/24 I paid $522.88 and on 10/29/24, 11/28/24, 1/9/25, I paid $1,244. 88 each month. Odoo has terrible business practices. They lure you in with the promise to provide all of these wonderful erp solutions. It doesnt make sense to pay for a monthly subscription that you can never use, especially in hopes that you will get the service that you are actually paying for. I purchased a success pack with them for 50 hours as well as a monthly subscription service only to find out at the end of our project that the apps were not going to be able to be utilized as well as the features that they claimed at the sales pitch that they had and we could use immediately. The apps are limited and I was not able to use any of the features or the apps during the subscription. Our apps would have worked hand in hand with each other so not being able to use the rental feature was of course going to affect our projects app as well as our inventory app because they all work in conjunction with the e-commerce site. I basically paid for nothing. I paid over $10,000 for service I was not able to ever use nor was my staff able to use just to find out at the end that they were not going to be able to accommodate our business. They were dishonest all along the way, and then at the end tried to tell me I needed to wait for a developer (which could take 6 + more months of paying for a subscription) to fix the issues that a basic e-commerce site should be able to accommodate. And then they have this no refund policy but you should be able to receive a refund for services that you were not able to utilize. My account manager ******** was lackluster at best and didnt care whether I was happy about the service or not. Overall, terrible customer service and I would strongly advise you stay far away from them until they figure out how to run a business.

  Business Response

  Date: 04/22/2025

  Odoo has conducted an internal review of the concerns raised and offers the following perspective:
  
  Successful implementation projects require a dedicated and empowered representative from the clients organization to oversee key aspects of the process. In this case, the Assistant General Manager initially served as the primary point of contact during the evaluation phase, and it was expected that this individual would continue in that role. However, Odoo was informed that their employment ended shortly after the contract was signed.
  
  Following this change, a lower-level individual contributor was appointed as the new contact. Without a representative with decision-making authority, it becomes significantly more difficult to maintain momentum and address project needs effectively.
  
  Additionally, Odoo was not informed of any internal deadline to complete the project within seven weeks. Had this target been communicated at the outset, Odoo would have advised on its feasibility and worked to align scope and resources accordingly. Since this timeline was only shared after the target date had passed, it could not be incorporated into project planning.
  
  Lastly, expanded scope was identified later in the process, requiring custom development and a migration to *************************. Such changes are not uncommon during implementation, and we do not believe the project was managed in an unfair or inappropriate manner.
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23202448
  
  I am rejecting this response because:
  
  So you are saying that you assigned someone to my account that didnt know what she was doing? Its evident from her consistently needing to reference help for questions that I had. I was paying for a monthly subscription that I could not use and $7,000 for a 50 hour success pack with a junior (novice) level specialist? I still had 11 hours left that were not utilized. The project, rental, inventory and e-commerce site all worked hand in hand for our business, we are in retail! The expectation was that those aspects be completed within the timeframe specified. I was fully aware that the rest of the deployment projects would take longer. We used 0 apps because she did not know that the e-commerce site had limited features that would cause more work for our business and frustration for our customers. For instance, our sales *** told us that Odoo could charge delivery fees based on distance. Come to find out that our specialist said we had to give her all of the zip codes so that she could input them into the system so that when customers checked out, it would recognize the distance that way. That was not going to work for us since some zip codes are 6 miles wide so every zip code is not equal. Some would be automatically charged for a delivery fee depending on the zip code which some might actually have been within our free delivery zone. She said there wasnt a fix for that and thats something that a developer could possibly come up with. She also advised me to do things that she did not know that the website couldnt actually do which caused more delays because I had to reach out to customer service just to find out that some of the features were not capable of doing what we needed them to do. As you can see from the project timeline, the e-commerce site, the project app, the inventory app and the rental app were all supposed to be completed approximately in November of last year. I didnt find out until February that we couldnt even get past the e-commerce site to get basic features of a website (html code) implemented and so we had to call the whole project off because it wouldve taken months to get a developer to come in and basically redo what had taken me three months to out together. I set up three separate sites mimicking each other just to find out that the sites couldnt be edited to take certain links out or that it was going to show our inventory pricing instead of the actual pricing for the item which wouldve been a complete disaster for our checkout experience. I had to go to another e-commerce platform and pay more money to do what I had been paying your company to do. I did not get to use any of your services. I was in meetings, talking in circles about things that were not able to be solved. I am requesting a full refund at this point because that is fair seeing that your service was not utilized, and you did not provide the services that you claimed your company was able to do. 

  Sincerely,
  ******* ****

  Business Response

  Date: 05/07/2025

  As a response to the client's rejection:  "So you are saying that you assigned someone to my account that didnt know what she was doing? Its evident from her consistently needing to reference help for questions that I had. I was paying for a monthly subscription that I could not use and $7,000 for a 50 hour success pack with a junior (novice) level specialist?"
  
  That is absolutely not what we said in our response. Please re-read it carefully. We stated that after Laurenan employee of Ballooms of ***** and the original point of contactleft the company, the client chose a replacement who was more junior by comparison. When we referred to someone as junior, we were referring to the new client-side point of contact, not the Odoo implementation consultant. Our point was that this change in client-side leadership negatively impacted the projects timely progress.
  
  We stand by our terms and conditions which specifically state there are no refunds or credits for Odoo services, and we disagree that Odoo engaged in any bad practices before and after the sale was made. 

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23202448
  
  I am rejecting this response because:
  
  I (business owner) WAS the client after ****** left. How insulting! And definitely not junior level as I was clear on everything that was to happen. The lady that you assigned to handle my projects was definitely subpar seeing how she had to ask for help on everything and could barely get anything accomplished. She was arguing with my website developer because they were asking her to figure out basic html code on your website. I will not accept your response and term of no refunds, your business practices are terrible as many customers have determined it to be and I stand by that. 
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had several zoom demos with Will ****** who was representing Odoo as I was looking into different accounting/tracking options for my new storage unit facility ******* ****** Account Manager - Direct Sales ************* | Odoo Inc.P: *************** A: ************************************ ****************************** Schedule time to talk about Odoo on my calendar I was VERY specific about my wants and needs...hence the multiple meetings. Will said EVERYTHING was customizable and that he'd be with me/my support person for 9 months to help with whatever I needed help with. Well...once he had my credit card information, he stopped answering my calls and emails. I even set up a time via his electronic calendar and he never called...I tried getting a hold of him and once again, he was no where to be found. My assistant (whom I PAY) and I tried for weeks to get the software to work/function...it is next to impossible unless you have a computer science degree! We were BOTH assured that it'd be ready to go as soon as we went "active" . I have been trying to get assistance from anyone at Odoo and they ALL say that I have to contact my rep ******** continue to get the run around! I did ask for my subscription to be canceled, which I believe it finally was but now they are refusing to issue a refund! I was NEVER able to use their product! One time that Will did reply, he replied with a $6K invoice! and that was it. This company should not be allowed to be in operation! I was charged $473.48 on 01/22/2025

  Business Response

  Date: 03/17/2025

  "After reviewing the issue submitted by **** *****, we want to clarify that our policy states all sales are final, and refunds are not provided for services. This is outlined in the terms and conditions of our signed contracts.
  
  That said, as a goodwill gesture, we have issued a full refund of $473.48, the total amount paid to Odoo **** While we believe our representatives acted appropriatelysince implementation is an optional paid service and free support has its limitationswe recognize that expectations may not have been communicated as clearly as possible.
  
  The refund is expected to be fully processed within the next few days (as of 3/17). We appreciate the patience in awaiting a resolution, as we wanted to carefully evaluate the case."
  

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 let my trail period end before actually paying for a subscription, which locked me out of my database. I was able to reach out to my sales representative and get this issue resolved rather quickly. I'm not sure of the exact date I reached out to support regarding not being able to access my account, however I have email correspondences from my sales rep. acknowledging that IT was working on getting my database back open on 5/24. I waited for confirmation that the issue had been resolved, which she emailed again on 5/28 confirming, indeed all was well & I was able to pick back up where I left off during my trail period. The 1st invoice I paid was for *****, so you can imaging my surprise when I was automatically billed the next month for ******! When I inquired why, my sales rep informed me that I was being charged for 3 users & this change had occurred on 5/26. As mentioned previously I'm certain I was locked out of my database from 5/24 - 5/28 & adding additional user was something that I certainly did not agree to. I was unsuccessfully at resolving such mater with the sales rep. & decided to resolve it with my credit card merchant instead. During our conversation she confirmed that she would change it on her end to one user. I inquired how to review the number of users on my account, she told me it was in setting but I was not successful at locating this option. After calling and emailing for her assistance she then attempted to send a link with instructions. There wasn't a link attached to her email and she confirmed there are still 3 users on the account! Reminder, that during our phone conversation I asked for it to be corrected immediately to one user, which she agreed. I was only seeking how to navigate to the "number of users" option to ensure it was updated to one user and so I can be mindful that it did not change in the future!

  Business Response

  Date: 04/04/2025

  "Upon reviewing the case, it appears there was some confusion around how Odoo databases are linked to paid subscriptions. We recognize that this may have contributed to the client's frustration. Since then, **** made significant improvements to our onboarding process and nearly doubled the size of our global support teams. These enhancements include more robust live chat capabilities, AI-assisted support, and faster ticket resolutionmeasures that have greatly improved the overall client experience and reduced the likelihood of similar misunderstandings.

  In this instance, we had agreed to refund the client for the overcharge; however, the client opted to initiate a chargeback, effectively closing the matter from their side."

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Odoo falsely advertised ALL APPs available when we purchased the usage of Odoo Online platform. After checking over and over we could not find the location for their simple customizations that are advertised as a feature. Unfortunately we are told they removed the developer mode in the installation they setup for us and then told us we needed to PURCHASE an app that was clearly advertised and included with our subscription.

  Business Response

  Date: 05/06/2024

  Hello, this is a response on behalf of Odoo to Mr. ******************************** are sorry to hear that you were confused by our pricing model as advertised on the Odoo.com website.  The root of your complaint seems to be that you believe that Odoo Studio (which is our customization tool that you are referring to) should be considered an "app," and therefore it should be included in the Standard pricing model which includes all apps.
  
  However- officially, Odoo disagrees, as we do not consider Odoo Studio to be an app.  It is a module, but it behaves uniquely and is really more of a general toolbox for light customizations.  I have included 2 screenshots:  one screenshot shows the FULL pricing page which clearly lists Odoo Studio under the "Custom Pricing."  The inclusion of Odoo Studio is one of the primary reasons why "Custom" pricing has its name; it allows you to customize your Odoo database.
  
  The other screenshot from our Odoo.com website is a dropdown megamenu that appears when you hover over "Apps."  You will see that Odoo Studio is in a separate section down at the very bottom, next to 3rd Party Apps and Odoo Cloud Platform... it is intended to show that it is not labeled as an app.
  
  After reviewing your complaint, we believe that our website and advertising is quite clear in regards to Odoo Studio and what the difference is between the Standard Pricing and Custom Pricing plans.  However, as a show of good faith, we will allow your account manager ******** to offer a prorated discount on the difference to switch to Custom Pricing for you.  We hope this can help you to move forward and use Odoo effectively.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21656558
  
  After reviewing your site it took a lot of drilling down to get to the detail that you stated.  However as I showed you in various different pictures you are clearly advertising Studio as part of your apps and it also CLEARLY states ALL APPS as part of the subscription I purchased.   

   

  I was offered 20% off of the purchase of upgrading all of my users (3).  This does absolutely nothing for the other 7 users we were going to migrate over and since I am the only one using Studio the price of $700 more is not worth continuing on.  

   

  Itbis VERY disappointing that you cannot even admit based on the pictures I sent and description of my experience you can't admit your marketing or whoever is involved with your website design, made some misleading advertising that gives the wrong impression.  It is very obvious on your homepage that ALL APPS are included and Studio is clearly listed as the app.  The page you are referring to is not displayed anywhere through the purchasing of the licenses so unless you follow the exact path you stated there is no way for a user to see this.

   

  I reject your response as very one sided and not in the best interest of your customers or potentially customers.   

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We were told to sign up for the success pack with Odoo for their CRM service which would have a designated rep help us onboard. ******* was useless. We had 1 call when he basically did not know about our business and was a waste of time. He scheduled a 2nd call which we did not confirm due to meeting conflicts, but he charged us anyway. We asked to change *******, but they claimed if we sign a 5-year contract, they will give a premium rep. That's when I realized they are just wanting to take the money and make false promises. We initially told them having a designated rep is the key to sign up with them and sadly they could not provide. I asked to cancel everything because I do not have any trust in their services, and they claimed they won't issue a refund. I am not sure why if the service was never rendered. They charged me another $93.60 for that one call ******* made and am not disputing that. However if I am not using their Success pack, I don't see why they ar enot reimbursing me for the poor unused services?

  Business Response

  Date: 03/27/2024

  On behalf of Odoo ***** as per the terms and conditions outlined in the contract the client signed, we are unable to provide refunds or credits for any purchases made.
  
  The small four-hour success pack in question serves solely as a paid trial of professional services, and if it proves to be incompatible or a bad fit, then we can part ways professionally with a client. Regrettably, we are unable to allocate our senior-most resources to such a trial pack, given our commitments to larger implementation projects.  Despite our efforts to make this work with the time purchased, it appears we were unable to reach a mutual understanding on implementation and our standard Odoo practices in this case.
  
  Following our internal investigation into the matter, it is Odoo's perspective that the assigned ******** Services Analyst for ********************* did in fact fulfill the paid trial service by setting up and configuring the client's Odoo database, as well as attending meetings with their team.  However, it is evident that our visions did not align and there is a difference in opinion regarding the quality of professional expertise provided.  We sincerely wish the client the best of luck in their search for suitable software.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21481813
  
  I am rejecting this response because: We met only once and ******* they assigned to ** was not knowledgable about our product and field.  We asked them for a new rep and they asked us to sign a 5 year contract in order to get an adequate support.  Just because their rep created a timesheet on his own, why is my business responsible to pay when the service was not rendered even if I had signed an agreement? They are unfairly charing me for the service they did not provide as promised in the contract.  Is that even legal? I signed an agreement for a 4 hour pack because I trusted the business will provide their end of the bargain.

  The company is currently under multiple lawsuits for unethical practices. Here is the link which may explain why their rep just record hours because they are overworked and can't provide the adequate service to their clients.

  clients: ************************************************************************************************************************************************************************************************************.
  
  Sincerely,
  
  Rojiar For ********************* Aldashi

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to lodge a complaint against Odoo for the inadequate services provided during my subscription. As a small business owner, I chose Odoo for its promised integration with WooCommerce but have faced numerous issues and unfulfilled commitments.Subscription Activation Delay: Despite payment on January 10, 2023, my account remained in "Trial" status, causing delays.Language Configuration Problems: My account defaulted to French, disrupting workflow until February 5.Payment Gateway Integration Challenges: Despite being on the Custom plan, integrating a payment gateway was problematic, with support directing me to unrelated solutions.Sales Order Import Issues: Difficulty importing sales orders as paid, with support suggesting additional purchases instead of addressing the issue.Product Import Problems: Importing products resulted in language overrides, with support's proposed manual entry solution being unfeasible.Misinformation Regarding Customization: Support incorrectly denied the availability of a standard feature for website product page customization.Overall, Odoo's inefficiencies and inadequate support have led to financial losses and wasted time. I request:Subscription Fee Refund: A full refund of $260 for the ineffective service.Resolution of Issues: Immediate action on outstanding issues.Improved Communication and Accountability: Transparent communication and accountability measures for support staff.Review of Customer Support Policies: Reassessment of support policies to align with subscription plans.

  Business Response

  Date: 02/01/2024

  We (operating through Odoo ***********, where this client is located) have looked into the client's issues thoroughly, and after careful consideration we have concluded that his issues are primarily due to his refusal to purchase a recommended implementation service.
  
  The client has been attempting to bulk-import translations, integrate with non-supported payment acquirers, customize the product form and build out the website. All of these issues fall outside the purview of our free support service, and therefore we recommend purchasing an implementation service package in order to accomplish his goals. We communicated this to the client through functional support tickets, emphasizing that these concerns pertain to implementation requirements, rather than support-related matters.
  
  Originally, the client had purchased a software license and chose to undertake the implementation themselves. Despite this, the client seemed to insist on trying to receive free implementation service through their support tickets. During a recent call, we once again delineated the scope of our support team's responsibilities and how it differs from our paid implementation services. 
  
  Consequently, we made it clear that, based on our assessment, we cannot proceed with the client's refund request.  Our policy explicitly states that "All sales are final," and we believe that Odoo has been clear and transparent about the way our services work.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21205883
  
  I am rejecting this response because:

  I would like to provide additional clarification and address some key points raised in your reply.
  Initial Communication with Sales Representative: From the outset, I communicated to the salesperson that we had budget constraints and required basic support for our needs, as we possess the basic knowledge to handle tasks covered in the documentation or through support. I was assured that contacting support would provide assistance on how to accomplish tasks within the scope of our subscription.
  Product Descriptions Import Issue: The issue I encountered with importing product descriptions in multiple languages is not a complex implementation task but rather a straightforward requirement. Importing fields in both Arabic and English should not override one another, indicating a software bug. ************** provided, suggesting manual entry or additional payment, is not acceptable as it does not address the root cause of the issue.
  Custom Plan and Payment Gateway Integration: I opted for the "custom" plan to utilize custom integrations and API access as advertised. However, when attempting to integrate a payment gateway, I was informed that additional costs were required for on-premise server usage and migration assistance. This contradicts the terms of the plan and the initial understanding conveyed during the sales process.
  Lack of Documentation and Support Transparency: Basic tasks such as displaying custom fields on the website were not adequately documented, and support refused to provide assistance without additional payment. I later discovered a built-in feature within the system that fulfilled this requirement, indicating a lack of transparency in support communication.
  Unlimited Support and Response Time: Despite the subscription plan including "unlimited support," requests for assistance were often deemed out of scope, necessitating additional payment. Furthermore, the response time for support tickets exceeded reasonable expectations, with some queries remaining unanswered for more than 10 days.
  In conclusion, I did not insist on receiving free implementation service. Rather, I sought assistance for basic tasks and identified software bugs that impeded our business operations. My dissatisfaction stems from the discrepancy between the advertised services, the actual support provided, and the numerous additional costs incurred for tasks that should be covered under the subscription.
  After researching similar experiences shared by other users on various platforms, it is evident that these issues are not isolated and reflect a broader pattern of inadequate support and hidden costs within Odoo's services.
  I respectfully request a thorough review of my concerns and a reconsideration of the refund request in light of the discrepancies outlined above.
  I appreciate your attention to this matter and look forward to a resolution that addresses these issues promptly.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We are extremely disappointed with Odoo's unprofessionalism and deceptive practices. Our experience has been a nightmare, prompting us to share this cautionary tale.Initially drawn in by the competitive pricing and ******'s responsiveness, our perception soured upon becoming paying customers. Odoo failed to deliver on promised services, and their customer service nosedived, displaying a complete disregard for our concerns.Our agreed-upon payment plan, half upfront and half after 30 days (totaling over $8,000), was disregarded by Odoo's accounting team, charging us the full amount upfront. Unjustly, blame was shifted onto us, with a strange comment about our "CEO possibly inputting the information wrong." Though an eventual apology was issued, trust remains severely damaged.Issues persisted on our first day using Odoo. Contrary to expectations, work during the free trial didn't transfer, forcing us to redo tasks. Support ticket responses were said to be delayed for month minimum.**** and ******, approached for solutions, provided none. ******'s attempt to upsell despite existing issues was highly unprofessional. Misled about functionality, we were told apps functioned like Dropbox when, in reality, documents had to be downloaded.Our inability to use the software was blamed on us rather than being resolved. A refund request after less than two weeks of service due to unresolved issues was denied.Odoo's refusal to issue a refund showcases a severe lack of accountability and customer care. In conclusion, ********************** is misleading and unprofessional. Prospective customers, bewarethink twice before engaging with them.

  Business Response

  Date: 01/03/2024

  Writing on behalf of Odoo **** in response to ***********************************, we thoroughly reviewed the specifics of the case, and we wanted to address this feedback as honestly and transparently as possible.  
  
   In terms of services:  the client Magzeal was specifically recommended to purchase an implementation success pack, which would assign a dedicated software consultant to the project, allowing for assistance in data import, configuration, customization, training, and overall management of the implementation project.  ************ is strongly recommended for the majority of our customers with at least 5 users.  Back in August when Magzeal was undergoing the evaluation of our platform, our sales representative initially quoted a 50-hour success pack based on his understanding of the project.  When ******* moved forward in November, the customer opted out of this recommended service and intended to implement on their own.  We believe this is where the majority of the frustration stems from; as it resulted in the client submitting support tickets to request assistance on things like data import, which would normally only be provided through our paid success pack service.  As we had deliberately recommended our paid success pack service initially, we absolutely do not believe we engaged in any "deceptive" practices as the client is suggesting.
  
  Regarding the payment issue- we specifically granted 50% immediate / 50% *** 30 payment terms for this subscription sale, yet the *** paid for the amount in full instead.  We now understand that this was a mistake, and we absolutely do not blame the customer for the mistake.  After some back-and-forth communication, we received the approval from our finance and accounts receivable team to issue a refund for 50% of the amount paid, with the understanding that it would be paid back to us at the end of the *** 30 payment terms, as per our original offer.  However- at this point, ******* decided to request a full refund and cancellation of our software subscription, mostly based around the issue I had previously mentioned (needing an implementation service, but not wishing to pay for an implementation service).  In this regard we disagree, because our contract very specifically states that all sales are final and we do not issue credits or refunds on Odoo subscription services.
  
  That being said- we are still extremely interested in working together and have offered a free month of subscription access to the software.  I would also be willing to offer 50% off on a success pack service because I truly believe that is what ******* needs in order to get up and running with a robust ERP solution.  If you are interested in taking advantage of this, please reach out to us directly and we will be happy to accomodate.

• Initial Complaint

  Date:11/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Asking for review of my experience as a new member using your services.I am asking a manager to review my call with *********************** today he yelled at me at the top of his lungs because I need 10 more mins to get in front of my computer he then told me he doubts I even own any businesses because I have a bad attitude. He also tried to kind of business I can start that I shouldnt even start a business I was thinking of. What kind of software company tries to control what business you start? Theres no way this kind of behavior wont ring serious issues to a company and have had a hard time speaking to anyone one the phone about it so I am filing a complaint. He is extremely unprofessional and I cant use your platform with this level of ghettoness from your agents. Is this business real? I have to look elsewhere because this cant be real business with agents like this. I emailed you asking to PLEASE LISTEN TO MY CALLS this company has the weirdest and worst customer service ever

  Business Response

  Date: 04/04/2025

  "On behalf of Odoo, we apologize for not officially responding to this complaint sooner through this portal.  The resolution of this case is that we investigated the claims by reviewing the call, took disciplinary action with the representative, and shortly afterwards we ended the employment of the individual for a variety of reasons; this particular case may have contributed to that decision.  We take professionalism very seriously and strive to provide a positive experience for anyone evaluating our product and services."

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 recently engaged in a trial of Odoo solutions for my business. After the account was created I noticed I was not given the 15 day free trial that I was offered, but rather my card was charged right away. After testing the service for three of the promised 15 days, I informed the company that it was not a product I could use, and requested that my money be refunded. Their reply was "All sales are final" and no refund will be issued. There wasn't supposed to be a "sale" to begin with as I was told there was a 15 day free trial. I have made numerous attempts to fill out a support ticket with the company to argue this point. My support tickets are either closed with no reply, or just totally ignored.

  Business Response

  Date: 01/25/2023

  We are sorry that **************** is upset, but we were extremely clear in our initial contract that All Sales Are Final (see attached screenshot of the terms included in the one-year prepaid contract, signed and paid on August 23rd, 2022).
  
  It is true that we announced a change to our overall pricing model beginning in October 2022.  However, the pricing change does not retroactively apply to payments that customers have previously made.  We believe this is a very normal policy.  Sometimes prices can change, in any industry.  In some situations, prices may increase.  In other cases, prices may decrease.  Or- prices may suddenly be reduced temporarily as part of a promotion.  In any case- we believe it is standard business practice that we would not refund all customers that had previously paid more than the new price.  
  
  We stand by this policy, and we do not agree that we offered a bad or unreasonable customer service to *****************  As he paid up-front for a full year, we are happy to continue to work with him and offer our hosting and support services for the remainder of the term if he is interested.  As a show of good faith, we can also offer 2 free months of credit to his subscription, to serve as an extension of his date of next invoice.
  
  
  Best regards,
  
  *************************
  VP of Sales - Odoo ****

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18825016
  
  I am rejecting this response because:  It appears this company has complaints like this all the time. Not only do they have canned responses for this type of complaint, they also don't even take the time to edit their response.  The images that were shown were a standard image from their contract. Additionally the message was not even addressed to me.  They claim to want to show a token of good faith, but they want to show it to someone named ****************, not me.  

  
  

  I do not accept their answer, and want to know how the "All Sales are final" statement makes the federal law allowing people to cancel any sale within three days not applicable here. I have been trying to communicate with my sales rep starting within that three day period, but I'm stuck because the answer I get is "All Sales are Final". Violating this federal law. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 odoo software for my business late august 2022. i have not used this software. i received an email from odoo explaining they have lowered their rates. i spoke with my representative who sold me this product and explained i had not/have not used this software as my website is still being built. i asked if they could cancel my current policy and honor the new rates. the answer was a flat NO. i asked to speak with their general manager and still have not received a call. HORRIBLE CUSTOMER SERVICE!!!!!

  Business Response

  Date: 02/07/2023

  We are sorry that **************** is upset, but we were extremely clear in our initial contract that All Sales Are Final (see attached screenshot of the terms included in the one-year prepaid contract, signed and paid on August 23rd, 2022).