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:15/11/2022

  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.

  Purchased yesterday 11/14/22 at 1:29 PM, CST. Purchase amount was $31.79, paid through ******.
  Purchased in a hurry with intentions of downloading one of their templates (found in a ****** search), fill in pertinent information, and have signed by all parties... No template to be found, once purchased. Very difficult to navigate site. Consistently required to log in, every few minutes. Lots of nonsense content, bragging about what their program can do, yet nowhere to do it! Nowhere to go for assistance, chat feature was not available, nowhere to click to find anything I needed. Asked for a refund via email, after an hour or two of trying to use the program, but unable to navigate whatsoever. 12 hours later, in the middle of the night, I got a long drawn out response of NO.
  I can't use the program. I literally wasted $32. I read many of the complaints on the BBB website AFTER I purchased, and before I submitted this complaint. They're all so similar! Company is falsely advertising their program's capabilities, and has too many different components you can purchase, with no explanation of the particular component you NEED to purchase to complete your necessary task(s). Terrible customer service. If you have a chat feature, it should be available at all times. Likewise, if you have customers that dove in, are unable to navigate your program, and ask for a refund within hours, you should oblige, as your disgruntled customers will have a trickle down effect, leaving you bankrupt.

  Business Response

  Date: 21/11/2022

  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 kind understanding.

  Our senior support will further look into this
  matter and then keep you updated via email as earlier as possible, please
  keep an eye on it. Your patience is highly appreciated!

• Initial Complaint

  Date:14/11/2022

  Type:Sales and Advertising 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.

  11/11/22 Purchased a software called *** **** to unlock an ******* phone without data loss. Wondershare website states that it will support the phone in question. However the software does not do what is advertised. They are rejecting all requests for a refund for inoperable software.

  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 12 November after comprehensive troubleshooting.  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 software doesn’t live up to your expectations this time. We will continue to do improvements to keep ******* better meeting 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!

  Customer Answer

  Date: 18/11/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/11/2022

  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.

  Company does not offer subscription cancellation on their website, they do not answer their customer support phone numbers and claim they can't cancel a subscription over the chat but has to be done online, but they don't have the option to cancel online. I had to cancel my bank card to keep them from ******** money out of my account. Basically, they engage in *********, ***** and *****. When I did some research online it seems this company embraces *****, ***** and ********* practices.

  Business Response

  Date: 14/11/2022

  Hi ******. Thanks for sharing your experience. Firstly, I'd like to present our deepest apologies for the inconvenience that happened on your end. I completely understand how important if you were able to get help efficiently when you have trouble canceling the subscription. Sadly to hear that you didn't get in touch with the phone support timely, and it might be caused by the overwhelming phone calls at that time. we'll also keep monitoring the volume and arrange manpower more flexibly to avoid this.
  
  Upon checking, we find that you subscribed to a half-year plan for plug-ins of ************ in May with another email address, and it would be automatically charged if you don't cancel it manually. This is the reason you were charged for them in November again. And this is also the reason you were unable to cancel it with your current account. To take care of your concern, our phone support called you back on 11 November, however, you refused to further discuss with us anymore. We understand your feeling and sincerely apologize for all inconvenience that happened on your end. To further help you out, our senior manager will contact you to evaluate the best solution for you. We hope you will consider giving us a chance to do the needful assistance for you, thanks again!

• 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,
  
  
  
  ***** ********