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:09/11/2022

  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 Nov 6th, I purchased a one year license for Wondershare recoverit. I had an external hard drive that was corrupt and I was trying to save the data on it. I ran the software numerous times with no results. I was unable to recover my information. I tried to reach support but could not reach anyone, so I uninstalled the program. I also got rid of the drive because nothing I tried worked.
  
  I contacted support by phone, and was told since I didn't have a screenshot of the program not working, I could not get a refund. There is nothing in their refund policy that states this requirement, and it does say I have 7 days to request a refund if I'm not satisficed with it. * *** *** **** **** ******* ** * ****** *** ******* ** *** **** **** *** ** *** ******* ***** *** *** ********* ***

  Business Response

  Date: 14/11/2022

  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, but sadly, we didn't achieve it this time. 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 9 November to take care of your benefit.  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 to keep Recoverit to better meet different demands. Meanwhile, we are also doing our best to add more powerful features to this software, and hopefully, you'll be back to us in the near future!

• Initial Complaint

  Date:02/11/2022

  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.

  Order Number: ********************** 
  Order date: 2022-08-05 23:51:22 PDT
  
  Grand Total: 52.99 USD
  
  I purchased this software to perform optical character recognition (OCR) on several documents. When I started utilizing the feature within the paid version of the software, I quickly realized that it was unable to perform the tasks that I needed it to. I contacted the company and they informed me of their return policy, which is unlike any I have seen before: https://www.wondershare.com/refund-policy.html

  Business Response

  Date: 03/11/2022

  We are sad
  to hear that you submit a review on BBB for us. Firstly, I would like to
  present our deepest apologies for the inconvenience that happened on your end.
  About our refund policy, please allow us to make a further explanation as
  follows. 
   
  Actually, we accept a refund request if the customer encounters
  technical issues that are unable to be solved within 30days.  We are eager
  to fix the problem after knowing users encounter an issue using the product, so
  our support asked you to provide specific details via emails for further
  troubleshooting, and this was the reason we didn't process a refund for you in
  the first place. Seek your kind understanding.
   
  For your case, I have escalated it to our senior support ream for further investigation and
  they’ll contact you soon,
  please keep an eye on your mailbox. Thank you!
  

• Initial Complaint

  Date:25/10/2022

  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.

  Purchased subscription to ********* - Data Recovery for *** (CPC), ********* - Bootable Toolkit for *** (CPC), and ********* - Advanced Recovery for ***. I have attempted chatting with tech support and requested a refund as their website says they offer a 7 day money back guarantee but they refer me to fine print. I have made every possible attempt to comply with their technical troubleshooting but it is not working. They are requesting that I send them my PERSONAL VIDEOS to analyze. But first I need to upload to ****** drive and send them a link. Because the video is large it is taking quite a bit of time to upload, which I explained. The support agent then abruptly ended the chat on me and told me to reply to them via email. I do not need a company which I already do not trust to have my personal video.
  
  If you are a consumer reading this complaint, please do NOT do business with Wondershare.

  Business Response

  Date: 03/11/2022

  Thanks for sharing your
  experience. Firstly, I'd like to express our deepest apologies for the
  inconvenience. We understand it would be very frustrating when you are unable
  to recover files correctly with this software. 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:
  
  We accept a refund request if the
  customer encounters technical issues that are unable to be solved within 7
  days.  We are desperate to fix it 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, the original video 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. 

  Upon checking, we found that our support have
  already processed a refund for you on 23 October to take care of your benefit.  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 to keep ********* better meet different demands. Meanwhile,
  we are also doing our best to add more powerful features to this software, and
  hopefully, you'll be back to us in the near future!

• Initial Complaint

  Date:19/10/2022

  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.

  Initial Complaint
  10/18/2022
  
  Complaint Type:
  Cancellation of recurring charge
  Status: Open
  
  Purchased this software in 2018 and could not get it to work correctly and cannot use it. If you are a legitimate company, you have a refund program that is easy to use and that it is not the sole discretion of how and why you get refunded. I am requesting a refund of 39.99 and cancellation of recurring billing that has been disputed and reported.

  Business Response

  Date: 20/10/2022

  Thanks for sharing your
  experience. We desire every interaction you have with us to be as smooth and as
  hassle-free as possible, but sadly, we didn't achieve it this time. But don't
  worry, Wondershare values each customer's benefits and we'll do our best to
  help you out. For your case, please allow us to make some explanation as below.
  
  Normally, we desperately
  hope to know the user's real thoughts when he/she requests a refund if there is
  no issue with the product itself. So that we can give some suggestions or do
  further improvements accurately. This is the reason our support may explain
  more details regarding our refund policy according to your actual situation and
  didn't process a refund in the first place. Seek your kindly understanding.

  To better take care of your concern,our senior support will further investigate it and then keep you updated as earlier as possible. Please keep an eye on your mailbox. Appreciate a lot for your time and patience!

• Initial Complaint

  Date:06/10/2022

  Type:Billing 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.

  Date: October 2, 2022
  Transactione ID: *****************
  Download Insurance Service - 24 months warranty
  Item# 24 months warranty $4.95 USD 1 $4.95 USD
  ********* - Data Recovery (CPC) - Yearly Plan
  Item# Yearly Plan $69.99 USD 1 $69.99 USD
  Subtotal $74.94 USD
  Total $74.94 USD
  Payment $74.94 USD
  
  I did not need the program as I solved my issue with the file already. I asked for a refund as I didn't, and wouldn't need it. I was told by email that the refund policy was no refunds unless there was a technical problem but I didn't tell them I couldn't open it because there probably isn't a technical problem and I didn't need to waste time on fixing an issue with a program I did not want just so they 'fix' it and make me keep it. I DIDN'T / Don't want it. I requested the refund within an hour by email. The fact that I'm losing $75.00 is difficult for me. The charge includes a warranty that will be useless as well. I appealed to the company's good faith in refunding the amount, but received the same no-way, read the fine print response. I believe that's horrible customer service and I will pass my experience on to other's so they aren't taken advantage either. If the program had been used at all I wouldn't be seeking a refund. No effort to mutually resolve this has been seen from this company. Additionally I will, as advised by Wondershare, cancel the annual subscription after some resolution has been met. I've read complaints of charges being made after cancellations so I'm trying not to create another issue before this one is resolved.

  Business Response

  Date: 07/10/2022

  We are sad to hear that you submit a review on BBB for us. Firstly, I
  would like to present our deepest apologies for the inconvenience that happened
  on your end. About our refund policy, please allow us to make a further
  explanation as follows. 
  
  Normally, we desperately
  hope to know the user's real thoughts when he/she requests a refund if there is
  no issue with the product itself. So that we can give some suggestions or do
  further improvements accurately. This is the reason our support may explain
  more details regarding our refund policy according to your actual situation and
  didn't process a refund in the first place. Seek your kindly understanding.

  To better take care of your concern, I have escaluated your case to our senior support team. They will further investigate it and then provide the final solution for you via email as earlier as possible. Your patience is highly appreciated!

  Customer Answer

  Date: 08/10/2022

  
  
  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. They have promised a refund. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:20/09/2022

  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.

  Purchased/downloaded license to fix an ****** 12 mini, guaranteed to work or refund to be issued. The said software did not in fact work and I requested a refund in which case I was told "we did not take your money". They did, however as I see from the multiple post here this is their standard of business. WonderShare/*** ****, is a complete 100% ****** so I can only hope other are not dupped by this.

  Business Response

  Date: 20/09/2022

  Sadly to know you rate us a bad review here. Firstly, I'd like to present our deepest apologies again for the inconvenience that happened on your end. We understand your feeling, it would be very frustrating if you were unable to run ******* in the way you expected. We desperately hope to fix the problem, so our support team requests you to provide more details (like a screenshot showing the problem and the specs of your mobile devices, etc) for further analysis, and didn't process a refund for you in the first place. Seek your kind understanding.
   
  To take care of your benefit, actually, my colleague Jaycee already reported your case to our senior manager to get permission to process a full refund yesterday, and the money would be back in your original account within 5-7 days, please keep an eye on it.

  if you need any other further support, please feel free to email us back and we will be happy to help!

• Initial Complaint

  Date:15/09/2022

  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.

  SOFTWARE PURCHASED FOR DATA TRANSFER IS DEFECTIVE AND HOURS OF TECH SUPPORT DID NOT SOLVE ISSUE - REQUESTING A REFUND BUT BEING STONEWALLED

  Business Response

  Date: 20/09/2022

  Sadly to know that you rate us a bad review here. Firstly, I'd like to present our deepest apologies for the inconvenience that happened on your end again. We understand your feeling, it would be very frustrating if you were unable to detect the devices with Dr.**** in the way you expected. But as I explained to you, we are desperately hope to fix the problem, so our support team requests you to provide more details (like a screenshot showing the problem and log files, etc) for further analysis, and didn't process a refund for you in the first place. Seek your kind understanding.
   
  To take care of your benefit, actually, my colleague Migs already reported your case to our senior manager to get permission to process a full refund for you. Upon checking, we find that your order number ********************** was refunded successfully on 16 September 2022. Besides, we have send the refund proof to you by email. If you still have doubts, please feel free to reach back to us and we will be happy to help! 

• Initial Complaint

  Date:15/09/2022

  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 was surprised when I bought the lifetime version and then saw a charge on my credit card for 20.99. I wasn't notified about this. If you buy a lifetime version of the software they automatically start charging you a monthly plug in fee--I couldn't get a refund and had to dispute it with my credit card.

  Business Response

  Date: 26/09/2022

  We are sad to hear that you submit a review on BBB for us. For your case, please allow us to make a further explanation as below. 
  
  Upon checking, we find that you subscribed to a bundle plan including a Perpetual license for ******* and a 7-day trial subscription for Effects & Plug-ins by default. In order to bring a more cool experience, we have done our best to achieve providing Effects & Plug-ins (***** ** * ******* ** * ********* * ** ********) for users to option, it would be free for use within 7 days and the user will be automatically charged monthly if you don't cancel it before the trial duration ends. This is the reason you were auto-renewed 20.99 USD for them this 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. Meanwhile, we'll send a reminder email to the customer before he/she is auto-renewed. 
  
  Actually, our support already canceled the auto-renewal for you (***** *** ******** *********** and you'll not be billed in the next period again. Back to your refund request, our senior support team will do a further evaluation and keep you updated once there is any news, please keep an eye on your mailbox. Thank you!
   
  If you need any other further support, please feel free to reach back to us and we are always happy to help!

• Initial Complaint

  Date:23/08/2022

  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.

  In 2017 I purchased a lifetime group license for Wondershare's video editing software "Uniconverter". I recently downloaded the latest software version (v14) - and my license would not work. Upon calling tech support they said my licenses were only being honored to version 12 (which I could still download). This is clearly not a lifetime license - and version 12 of their software will likely not work within a year or two as the *** ** (operating system) - continues to evolve with new technology and changes in their basic coding. When I mentioned this to their customer support they said I could buy version 14 at a discount.

  Business Response

  Date: 23/08/2022

  Thanks for sharing your experience. We sincerely apologize for
  the inconvenience that happened on your end. Wondershare values each
  customer's benefits and we care about the voice of each user. In line with your
  concern, please allow us to make some explanation as below.
  
  A perpetual license is a one-time payment, which means the user
  owns the software for a lifetime and has free minor updates within this
  version. This is the reason you might need to pay for major upgrades (like UniConverter 14). In order to bring more cool and powerful features to our users,
  we are always doing our best to improve the product. Meanwhile, we provide
  discount offers for our users to upgrade to a major version in order to support
  them especially. Also, we also provide technical support for free forever. Seek your understanding based on our large investment of time
  and energy. 

  For your
  case, I have escalated it to our senior support ream and they’ll further
  evaluate your refund request and keep you updated soon you, please keep an eye
  on your mailbox. Thank you!

  If you need any other further support, please feel free to contact
  us at ******************************** and we will be happy to help!
  

• Initial Complaint

  Date:16/08/2022

  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.

  Order Confirmation # ****************** 
  Purchased 8/15/22
  
  Purchase price $79.99
  
  I purchased this program for its photo removal tool. Upon purchase, it turns out that tool is not included in the program.
  
  I was told after contacting them that I cannot receive a refund because it states it is not part of the program. This is only presented if you click on the black question mark after the “get access to all features” the key word is “all”. * ******* **** ** ********* ********** *** should read “most” features. The response sent to me was a screenshot with an arrow pointing what happens when clicking on the black question mark. Why would I have a question about “access to all features” and clicked it. **** * ********* ****** *** ********* ******* Their responses include links to their refund policy and I have been denied a refund twice.

  Business Response

  Date: 21/08/2022

  We contacted the customer and send an invitation for remote access to further look into the case directly on 3 August, please check the attached screenshot. However, there is no further feedback from him if it is accepatlbe or he insists on a refund.Please advise the customer to check his/her mailbox and then give us feedback. Thank you!