Complaints

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

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  Wondershare Technology Inc.

  200 4445 Lougheed Hwy Burnaby, BC V5C 0E4

• 

  Wondershare Technology Inc.

  Ste 3152630 Croydon Dr South Surrey, ON V3s 6t3

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:09/05/2023

  Type:Billing 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.

  My 13-year-old signed up for an annual Filmora subscription which was advertised and billed at $49.99. There is no mention of any additional charges on the main page, which he showed me for permission (screenshot attached). Since that time, Wondershare has continued to bill $20.99 per month for services that were never ordered, and which Wondershare automatically places on your account with the onus on the consumer to notice and cancel. This is deceitful and shameful on their part.
  
  I wrote several emails to Wondershare which were ignored. Eventually, I was able to get an agent (from China) on chat, who told me they were willing to refund only the last of the 6 charges I never agreed to. This company is despicable and deceitful.

  Business Response

  Date: 10/05/2023

  Thanks for sharing your experience. In line
  with your doubt about the auto-renewal payments, we'd like to explain it in
  more detail as below. Hopefully, it would make thing clarified.

  Upon checking, we find that you subscribed to a bundle
  plan including an annual license for Filmora program together with a 7-day trial subscription
  for Effects & Plug-ins. In order to bring a more cool experience, we did our best to make
  Filmora being compatible with Effects & Plug-ins including ***** **,
  ******* **, *********, and ** ******** features for users to option, it would
  be free for use within 7 days and the user will be automatically charged per
  month if he/she has not canceled before the trial duration ends. This is the reason you were charged 20 bucks each month. To avoid any trouble caused
  by it, we have especially provided an option for customers to uncheck the
  Plug-ins on the subscription page. Besides, we especially explain this point in
  more detail before the customer purchases it from the shopping cart. Thanks for your feedback, we'll keep improving and bring a better experience for our users.

  Back to your refund request, if there is a
  technical issue that could not be resolved within 30 days after purchase, we
  would offer a refund. Here is our refund policy for your further reference.
  

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

  To take care of your benefit, our support already process a full refund for the latest renewal payment within 30 days. We invite you to double-check your account to confirm if you
  have received the money yet. Don't hesitate to reach out if you have any
  further questions or concerns, and we are more than happy to help!

  Customer Answer

  Date: 11/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Your website is deceptive. Putting a boldface headline font "Annual Plan" at the top of the page for $49.99/Year, then automatically adding on a monthly charge (in tiny font at the bottom, no less) is absolutely misleading and designed to fool users. You took advantage of a 13-year-old boy and got your $20.99/month. This is why you have an F grade with the BBB.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 14/05/2023

  Sorry to hear that the customer is still dissatisfied despite our explanations and efforts to address your concerns.  We take every opportunity to learn from our customers' feedback and are committed to providing the highest quality products and services to our customers.
  
  We'll keep improving and then bring a better and better experience for each user! Thanks again!

  Customer Answer

  Date: 16/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business website is purposefully misleading. They advertise a yearly subscription rate in large bold font, then hide a monthly fee (that you have to opt out of) in small print. Despite their platitudes about giving users a "better experience", how about just being more honest? It's no surprise there are pages and pages of complaints about this company's practices. I just wish I had consulted the BBB before falling for their scam.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Hi This is ***************************, I purchased backup and lost data recorvery software from wondershare, and the software did not help me retrieve data at all, I have reported my concern to customer service 4 times , every time I get a same reply and instructions from 3 different customer service reps, I have explained them that their software is not helping at all and I need refund, but as promised guarantee of their spftware service, wondershare is not issuing me my refund of ***** $I am attaching the receipts and conversation of customer service, I request refund of my payment as wondershare 9s completely incompatible and not providing service or solution of data recovery with theirnsoftware as advertised and guaranteed, Kindly advise Thank you

  Business Response

  Date: 04/05/2023

  Hi ********. Thanks for sharing your experience and really appreciate your support of our software for a long time. We can totally understand your pain when you were unable to retrieve data with this software. ********* team always values customers user experience and we are always aiming at improving the performance of this software. This is the reason our support *** ask you to provide more details (like a screenshot showing the problem and log files, etc.) for further troubleshooting, and this was also the reason we didn't process a refund for you in the first place. Seek your kind understanding.
  
  Back to your refund request, if there is a technical issue that could not be resolved within 30 days after purchase, we would offer a refund. Here is our refund policy for your further reference.***************************************************************************************************************************
  
  To take care of your benefits, our senior support will investigate this matter further and evaluate your refund request accordingly, and they will go back to you as earlier as possible. Your patience is highly appreciated!

  Customer Answer

  Date: 06/12/2023

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:11/04/2023

  Type:Billing 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 keep getting charged for renewals as I can't cancel my subscription. The Subscription page of My Account says, "No valid subscription." I need a refund but can't get through on the Customer Support phone line, and the website support chat isn't helpful. I need this resolved a.s.a.p.

  Business Response

  Date: 13/04/2023

  Thanks for sharing your experience. Upon checking, it seems you subscribed to a yearly subscription for our product (**********) associated with another email address [email protected]. To make it clarified, our support just sent an email to us, please kindly check your mailbox and feel free to reach out in case you need any further assistance. We are happy to help!

  Customer Answer

  Date: 14/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It doesn't address the problem! The response tells me to cancel the subscription manually. I made it clear that the website doesn't allow me to cancel the subscription manually.  I had explained why in my initial BBB message and provided a screenshot. In addition, the response didn't provide a customer support # to help resolve the issue.

   

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

  Business Response

  Date: 17/04/2023

  The customer replied to us and said he indeed failed to find the subscription from his personal account. As we advised him, he subscribed to a yearly plan with another email address, and he should find his subscription by signing in with another license email. Besides, we double-confirmed that the renewal service associated with him is in the status of "Canceled" now, which means he will not be charged again in the next billing period. If he still has any doubts, please kindly reach out and we are always more than happy to help! Thank you!

• Initial Complaint

  Date:31/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchased product, ******* to download pictures from my ****** to an external device. It would not work so I contacted the company for live help. They agreed and I provided them contact information as requested and then waited for a contact which never came. I then again requested live help and again provided the information they requested and, again, the help was not provided. I then asked for a refund but they refused and requested information that I am not qualified to provide. I again asked for a refund and have not had a response.

  Business Response

  Date: 13/04/2023

  Thanks for sharing your experience.
  Firstly, I'd like to express our deepest apologies for the inconvenience. We
  desire every interaction you have with us to be as smooth and as hassle-free as
  possible, please don't worry, Wondershare values each customer's benefits and
  we'll do our best to help you out. Per your description, please allow us to
  make a brief explanation as below:
  
  Normally, we will accept a refund request
  if the customer encounters technical issues that are unable to be solved within
  7 days.  We are desperate to fix the
  problem after knowing you were encountering a problem during using the product,
  and this is the reason our support may ask you to provide more details (like a
  screenshot showing the problem and log files, etc) via emails for further
  troubleshooting, and this was also the reason we didn't process a refund for
  you in the first place. Seek your kind understanding.
  
  Upon checking, we found that we have
  already processed a refund for you on 2 April after further confirmation.  When we noticed that you wrote a review on BBB, we are so heartbroken. We hope you double-check your account to
  confirm if you have received the money yet. It is regret to know that this
  product doesn’t live up to your expectations this time. We will continue to do
  improvements and add more powerful features to this software, and
  hopefully, you'll be back to us in the near future!

  Customer Answer

  Date: 13/04/2023

  
  
  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,
  
  
  
  ***** ****

• Initial Complaint

  Date:29/03/2023

  Type:Billing 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 March 21, I purchased a perpetual license for ******* from **********************. I made sure to uncheck offers for bundled services. On March 28 I get a $20.99 charge for their monthly subscription Filmstock. I contacted them asking to cancel subscription and cancel pending credit card transaction. They refused to refund citing their very limited ************************** is processing unauthorized credit card charges. I am disputing their charges with my credit card.*********** ** ******* ******* ***** **********

  Business Response

  Date: 13/04/2023

  Thanks for sharing your experience. Sadly to hear that you didn't have a good experience with our subscription mode. Please don't worry, Wondershare values each customer's benefits and we'll do our best to help you out.

  
  Upon checking, we found that our support has already processed a refund for you on 29 March after further confirmation (as the attached screenshot showed).  When we noticed that you wrote a review on BBB, we are so heartbroken. We hope you double-check your account to confirm if you have received the money yet. Don't hesitate to reach out if you have any further questions or concerns, and we are more than happy to help!

• Initial Complaint

  Date:24/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 the 3/21/2023 I started a free trial of ********* ******, tried to use it with no success. Purchased 1 year subscription + ins but unable to register to activate due to no order # or registration code ?? But payments were taken from my credit card account but never received invoice or payment confirmation.. Thought there might have been confusion with free & purchased items ?? Needed to use the software SO on the 3/23/2023 purchased the product AGAIN (invoice payment attached) However still unable to try/use the product properly as I cannot get any HELP or response with getting the registration information ?? from anyone, online, via email or over the phone NO ONE REPLIES.. If I do not get a response soon I will report these online payments as ***** to my CREDIT CARD company..

• Initial Complaint

  Date:15/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 March 8, 2023 I went on a search for video editing software. I had found wondershare and it offered a free 7 day free trial. Based off the way the promotion was set up it appeared that the trial would be 7 days and then they would charge ***** for the year. On March 12,2023 they attempted to charge my account ***** for subscription. I attempted to use some of the video editing features and some of the videos crashed, some of the effects froze and then the software kept crashing my computer. On March 15 (the final day of my free trial) I attempted to cancel the whole program and was put in a hamster wheel of questions and if I was sure I wanted to cancel. The final step was to talk with a rep, so I did to see if I could get some clarification. The first person I talked to said they couldnt even find my account. I provided 2 emails it could be and she couldnt find either. I then provided a screenshot of a email they sent me and she just left the chat. I reconnected with someone else and asked for assistance and she apologized that I got disconnected. I asked to speak with a person instead of chat to which they provided me a form that wouldnt submit. Then the customer service number she gave me wouldnt work either. It kept saying no one was available to take my call and then hung up. She then stopped responding to me as well. I sent another message expressing my dissatisfaction with the software and the service but was told that I was already charged the ***** and they dont give refunds for personal issues. After that they continued to ignore me and then just sent an email basically saying they wouldnt refund me but if I needed help with their service I could reach back out to the chat that kept ignoring me. I feel like Ive been scammed and am upset that I wasted not only my money but my time as well.

• Initial Complaint

  Date:27/02/2023

  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.

  18Feb23 I purchased a annual plan for ************ ** for *******. I initially brought the program to convert a **** to ***. I discovered that I could not convert the **** to ***. Additionally, when taking a video that I already had and converting it from a mid definition video to 8k video my system crashed. I put the accelerator on both the graphics card and the processor. So then I restarted my computer and tried again without the accelerator, my system crashed. So I contacted customer support asking for a refund. They took me through a long explanation of why they could not issue a refund. They said only if there was a technical issue with the software, they could refund the purchase. Then, I said, "**** ** *** ********** ******* * *********** ** ******* ** ***** ** *******." I asked to speak to management, thinking someone could help me. No one. So now I will never do business with this organization.

  Business Response

  Date: 27/02/2023

  Thanks for sharing your experience. We can totally understand your pain when the software didnt perform in a normal way,like a certain crash you mentioned. ************ team always values customers user experience and we are always aiming at improving the performance of this software. This is the reason our support *** ask you to provide more details (like a screenshot showing the problem and log files, etc.) for further troubleshooting, and this was also the reason we didn't process a refund for you in the first place. Seek your kind understanding.

  To take care of your benefits, our senior support will look into this matter and evaluate your refund request, and they will go back to you as earlier as possible. Your patience is highly appreciated!

• Initial Complaint

  Date:08/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  02/04/23 this company is completely a **** the software they sell is out of date and will not work on devices today. Not to mention they refuse to honor their 7 day money back garantee when I purchased this saftware it was advertised to work with ******* and the latest iso version it works with is 14.8 whitch ***** dosnt even support or give you the option to download so the software they sell is completely useless and is a lie and a **** so I just said screw it I’ll just get a refund. I asked for one. First they asked for a bunch of files from the software I purchased then after I sent the files they told me I should have tried the free trial first no refunds. They was hoping I wouldn’t figure out the files they wanted so they could deny me a refund for that but I sent every last file and wasted my time. Again wondershare if you couldn’t tell from all the complaints here is a **** and a ****** never use or purchase software from them

  Business Response

  Date: 08/02/2023

  Thanks for
  sharing your experience. Sadly to hear that you didn't have a good experience
  with this software. Please don't worry, Wondershare values each customer's
  benefits and we'll do our best to help you out.

  
  Upon
  checking, we found that our support has already processed a refund for you on 8 Feb. 2023, please kindly check the proof in the attachment. We invite you to double-check
  your account to confirm if you have received the money yet. It is regret to
  know that this product doesn’t live up to your expectations this time. Definitely, we'll continue to do improvements and add more powerful features to
  this software. Don't hesitate to reach out if you have any
  further questions or concerns, and we are more than happy to help!

  Customer Answer

  Date: 06/12/2023

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:25/01/2023

  Type:Billing 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 got an email saying my subscription was auto-renewed. Didn't think anything of it until I went to use it and didn't have access. They told me there is no record of my purchase. I purchase again, this time it's a double charge and hits my account twice. I try to log onto my dashboard and click account to cancel, but it kept bringing me back to the home page and I was never able to see my account. I emailed them, explaining the double charge and asking them to refund and cancel. No response... but hours prior when I was emailing about renewing my plan, they answer immediately.
  
  Then, I get hit with another charge about a plug in. Never agreed to this, never got an email about it, never got an email letting me know the trial was ending... but apparently this has happened to others. *** ***** ******** *** ****** ******* ******* *** ********. This was attached to the purchase I said was a double charge and needed to be refunded. I sent a follow up email about the refund and again, no response. If i asked you to cancel prior to the 7 days, I should not have to pay for this plug in. Then I chat them and the person talking to me was avoidant, not finding resolution, not solving the problem at all.. made me feel like they are just going to keep my money and that is their plan all along.
  
  Then.. I threaten contacting ******. They say they will forward my case to the designated teams and ask for my FULL credit card number and full name!!!! Like what?! There is no reason you need to see my full credit card number. Their response was this was the only way to check. Then... they tell me there is no proof me paying despite showing the receipts. They say it says "negative" and yeah, negative as in was taken out of my bank account?! ..
  
  I am attempting to get this resolved because I just cannot believe this customer service team and lack of awareness, respect or kindness.

  Business Response

  Date: 01/02/2023

  Thanks for sharing your feedback. In line with your concern, we'd like to explain it in more detail and see how we can help you further.
  
  Regarding the repeated payments, our support has already processed a refund per your request, please check the attached screenshot. Besides, we find that you subscribed to a bundle plan including a license for Filmora together with a 7-day trial subscription for ******* * ********. In order to bring a more cool experience, we did our best to achieve providing ******* * ******** (***** **, ******* **, *********, and ** ********) for users to option, it would be free for use within 7 days and the user will be automatically charged per month if he/she has not canceled before the trial duration ends. This might be the reason you were charged on 25 January again. To avoid any trouble caused by it, we have provided an option for customers to uncheck the Plug-ins on the subscription page. Besides, we especially explain this point in more detail before the customer purchases it from the shopping cart. Seek your kind understanding.

   

  To take care of your concern, we'll investigate this matter further and evaluate the best solution for you accordingly. You may monitor the email from us, and really appreciate a lot for your time and patience!