Business Profile

Computer Hardware

Wondershare Technology Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

121 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:17/10/2024
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.
I have been trying to cancel my monthly subscription to Wondery since March 27, 2024, and every month they charge me another $10.59, and they continually tell me they can't find any record of me having an account (or they don't respond). They do, however, successfully charge my credit card every month. I would be grateful for any help with this exploitative and neglectful company.
Business Response
Date: 18/10/2024
Sorry for the trouble, we checked the record and it seems we failed to locate the payment with the information provided by the customer, we will ask our agent to follow it up and see what we could do further.
Initial Complaint
Date:16/10/2024
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.
I purchased the Wondershare RecoverIt product on October 6th 2024 for $156.90 to retrieve missing files after my WD HDD external drive stopped working. Wondershare claims to offer a money back guarantee if the product does not work, so I initially felt comfortable purchasing the product. I ran the software and my data was not recovered. I called Wondershare on the same day of purchase to inform them that the product did not work on my drive and to request a refund. The program had been running for 6 hours and found no files. The customer service operator (Langy) requested that I share screenshots of the notifications I recieved. Because I stopped the program after 6 hours, they asked me to allow the program to finish. I ran the program again, and at the 6 hour ***** once again, only 10% of the disk had been scanned and no files found. I sent screenshots of this to the support team to which I was asked to share the log files. I did this and then was asked to reinstall the program and run it again. I did this and was asked to share the log files again. Whenever I would ask for a refund, they would simply share a link to the "refund policy" and thank me for my patience. After sharing the log files twice, the next request was whether my hard drive was HDD or SSD. I responded HDD and waited for updates from the engineer. Today, October 15th, the response to this was to restart the program again. That's when I knew for certain that Wondershare is a scam company. I purchased the product on October 6th and requested a refund on October 6th when the product didn't work. The company has done everything but solve the problem or refund the purchase. Wondershare uses responsiveness as a RUSE for quality customer service but doesn't actually OFFER quality products or service. The products do not work or solve problems, nor does the "support" team. The money back guarantee is false, as is the effectiveness of the product; and a 7-day wait to get a copy of the invoice.
Business Response
Date: 18/10/2024
According to the record between the customer and our agent, the last communication date was on Wednesday and we provided the refund as promised, could you please double confirm that whether the amount received or not?
Customer Answer
Date: 18/10/2024

Complaint: 22423295

I am rejecting this response because: I have not received a refund as of yet. After submitting the complaint to BBB, I received an email from Wondershare stating that I should expect a refund. I am still waiting for the refund at the moment. I will mark this issue as resolved once the refund is received. Thanks!

Sincerely,

***** Lesha *******
Business Response
Date: 21/10/2024
Refund speed is depending on the process speed of each bank and system, we have already processed the refund approval in our internal system, appreciate the understanding.
Customer Answer
Date: 28/10/2024

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,

***** Lesha *******
Initial Complaint
Date:08/10/2024
Type:Service or Repair 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.
I purchased the "recover it" to recover photos a year ago. The software worked but I only needed one time. The only way to purchase it is a subscription. I did not use it for the rest of the year. They auto renewals for the subscription. I went in and canceled prior to the renewal date. They bunded the recover-it programs by Data Recovery, Bootable toolkit and Advanced recovery, when they originally invoiced me, I just found the invoice and attached it. They separated all of them when they renewed. I only saw one option for canceling my subscription to "recover it", but they said I did not cancel everything, and they billed me for Data Recovery and Bootable toolkit. I called and they would not refund the charges. They are very dishonest in their billing. There is no way to just pay for one thing, but they make sure to separate it to trick you into not getting everything canceled. You can see by the attached invoices that they change how they bill you after the initial billing. They call the program and subscription "recover-it" as if it is one product, then separate it to charge you for after you think you canceled the subscription. Consumers need to be aware.
Business Response
Date: 09/10/2024
Hi Dear Customer, after checking the communication history between you and our phone agents, we will help you to get the renewal refund and cancel the auto-renewal service as you requested, our senior agent will send you an email for follow up, please check the refund for after few days. Appreciate the understanding.
Customer Answer
Date: 09/10/2024

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:24/09/2024
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.
I contacted Wondershare earlier today to inform them of a major issue that I discovered with their software. I downloaded it on last Monday and paid for the perpetual license. The software was lagging and crashing continuously to where I could not even initiate a project. Eventually the software stopped opening all together. When I did further research I learned that my graphics card and disk space were not compatible with the software.I called them today to request a refund and also a refund of an autopay for an additional service subscription of $14.99 which was just paid out of my account yesterday. I explained to the *** the issue and they told me I needed to send a screenshot of my computer specifications before they could approve a refund. Mind you I am within 30 days right to cancel.I sent a screenshot via email and the ***, Miggy, stated that my software was compatible and I needed to redownload the software using a link that he sent me and that my refund request was denied. I am not interested in using the software due to my frustrations and here I am now being forced and told to "eat it anyways". So I download the software and my computer brings up a red screen with a huge warning message I have never seen before. I had to take my computer to GeekSquad just for them to tell me they see these issues all the time with Wondershare Filmora and that they will have to uninstall and clear the disk space some to fix my computer for over $300.I informed the ***, Miggy, of all of this via email and they simply stated they acknowledge my continuing desire for a refund but won't give it to me and told me to redownload the software again. I asked Miggy to simply cancel my auto subscription and told him I was getting an attorney. Miggy never responded back to me and left my autopay subscription on. Terrible service. I finally had my attorney download this software and login and cancel everything for me. I still don't have my refund or compensation for losses.
Business Response
Date: 26/09/2024
Hi ***, sorry for the inconvenience, our senior agent ******* has sent a follow up email for resolving your issue, please check and we are willing to help.
Customer Answer
Date: 26/09/2024

Complaint: 22328138

I am rejecting this response because: I have not received a refund or a response on how soon I can be refunded and how to be compensated for my repairs or if a courtesy will be extended for the repairs to my computer. They are attempting to appear like they are helping but have not actually done anything at this time.

Sincerely,

*** *********
Business Response
Date: 26/09/2024
As we explained in the previous email, our senior agent was sent the explanation email and willing to help the customer to solve the issue, if a refund is needed please reply the email we sent then we could proceed with it.
Customer Answer
Date: 27/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not completely satisfactory to me but I will accept the efforts of the company. This is because they continue to make the agenda about trying to call me a liar, or finding fault on my end, while attempting to refund me. The bottom line is the company should simply have offered to refund me and apologized for any damages I have incurred to my laptop while attempting to use their product. I was interested in learning if I could be compensated for having to pay for repairs related to damages to my computer that happened as a result of trying to use their product. I will not waste any more time with this company and accept whatever I can get at this time.

Sincerely,

*** *********
Initial Complaint
Date:19/08/2024
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.
I contacted the company within the hour of ordering because I realized that the autofill selected the wrong card. THe agent refused to refund. I uninstalled the software so that I can just reinstall and repay when I find my card. NEEED HELP WITH THIS REFUND
Business Response
Date: 21/08/2024
Thanks for the feedback regarding the refund request, we notice that our senior agent is already following up this case directly, we willn not refuse to provide a refund but we are tring to locate the technical problems, if it cannot be resolved, we will help the customer to get a refund without doubt, don't be worried about that. Appreciate the understanding.
Customer Answer
Date: 21/08/2024

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:12/08/2024
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.
Date of the transaction was 8.9.2024 I purchased a subscription to use their AI feature to try to make music. After I made the purchase, I still couldn't use the feature. I immediately canceled my subscription and requested a refund. They stated they won't provide a refund, or won't unless I buy a higher cost subscription.
Business Response
Date: 12/08/2024
After checking the communication record between the customer and our agent, it found out that the refund was provided directly, please check the attachment.
Customer Answer
Date: 13/08/2024

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:30/07/2024
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.
Was charged due to the Wondershare website lacking a cancellation feature for subscriptions. I requested a refund and for my subscription to be cancelled. While waiting for a reply I was able to cancel automatic payments on PayPal. Support replied to my request and told me via a poorly written email (Seek your kind understanding??) that, with some sugarcoating, it was my fault and they werent going to do anything about it.
Business Response
Date: 01/08/2024
Our senior agent will follow up this case directly, please check the email. Thanks for the understanding.
Customer Answer
Date: 02/08/2024

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:24/07/2024
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 subscribed with a lifetime subscription on 2nd June 2024, and on 24 July 2024 I received a subscription renewal email. Checking my account, "no valid subscription" was noted and there was no order history either.There is a support call on 7 July 2024 in which I asked for the stock film subscription to be cancelled because I did not request this, I only requested the Wondershare software.Wondershare does not offer any support method that is functioning so I cannot contact them. All the emails are automated and from no-reply email addresses.
Business Response
Date: 01/08/2024
Thanks for the feedback and sorry for any inconvenience, our senior agent will follow up this case via Email directly. Please check the email
Initial Complaint
Date:03/07/2024
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.
I have used this program few years again with a ******* and it worked great. We upgraded our mom's phone and I tried to back up Viber on an iPhone and restore it but kept running into an error. I reached out and their response time was great but I had to wait over a week for them to get back to me with a resolution. I asked if this new data will be lost on Viber as we need to use it and they did not give me a clear answer. I finally got around to it and backed up the data through Viber as there was not much and went and tried to restore the data. It took some time and once the phone restarted I opened Viber and everything was wiped out and then I was not able to get back into Viber. Their program does not work well with iPhone and I just want my money back. They keep sending me there return policy but their program is not working correctly.
Customer Answer
Date: 03/07/2024
The consumer contacted BBB and stated the complaint has been resolved.
Initial Complaint
Date:19/06/2024
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 purchased Wondershare's AllMyTube app in October 2023 for $33.64. Just tried to use it and it doesn't work at all. Their support team told me to just buy a different product of theirs because they said "AllMyTube is one of the unmaintained product of Wondershare." So they sold me an app that they discontinued in under a year. They offer no refund or discount towards their maintained app they suggest I buy instead. This is a terrible practice. If they stop supporting a product that quickly, and if it fails to work so soon after purchasing, I believe a full refund is required.
Business Response
Date: 19/06/2024
The user's product is still functional, but due to changes in ******** they are unable to download videos properly. This change is caused by external factors and not the product itself. We apologize for the inconvenience caused by the discontinued product and have offered a significant discount to users. We are providing a new, maintained product to address the downloading issue caused by the ******* update.
Customer Answer
Date: 24/06/2024

Complaint: 21873988

I am rejecting this response because:
They say: "The user's product is still functional, but due to changes in ******** they are unable to download videos properly. This change is caused by external factors and not the product itself. We apologize for the inconvenience caused by the discontinued product and have offered a significant discount to users. We are providing a new, maintained product to address the downloading issue caused by the ******* update."
One - they say it is "still functional", and then they say it is a "discontinued product". A discontinued product is not functional.
Two - they say it is "still functional" but "they are unable to download videos properly." Well that is the main/critical function of this app, so no, it's not functional.
Three - They say it's caused by "external factors" - I don't accept that. They sold me a product with a specific function and it should perform that function. If ******* doesn't allow these downloads, then they shouldn't sell a product claiming to let you download ******* videos. Not only that - they say they have other products that can do it, and many competitors offer products that do. So it is in fact possible, and they just want me to buy something new so they get more $.
Four - They say they offered a "generous discount" on a different product. They offered a measly $3 off. And I don't want to pay them more, I want my money refunded since they sold me a *** product that doesn't work.
This company has engaged in fraud and deserves a public accountability.

Sincerely,

***************
Business Response
Date: 12/07/2024
We understand and apologize for the user's concerns. However, as we explained earlier, the product itself is not maintained. This means that if certain product functions cannot be used due to external factors or other reasons, there is no dedicated technical research and development team to update and iterate the product. Can the product still be used? Undoubtedly, it has other functions and can be used to transfer video and audio files to various mobile devices, including Apple Devices, Android devices, game consoles, etc.

In addition, our shopping product has a 30-day no-questions-asked refund policy, which is clearly stated in our refund policy. The user made the purchase in November 2023, and the refund request was made in June 2024 due to changes in ********* release, which is almost five months later. Therefore, our customer service politely declined the refund request.

Regarding the discount issue mentioned by the user, we apologize for our customer service not providing the correct link. Below is a link to a discount of nearly 60%, which the user can use to purchase directly:
*********************************************************************************************************************************************************************************************************************************************;

Thank you for your understanding.
Customer Answer
Date: 12/07/2024

Complaint: 21873988

I am rejecting this response because:
They say the product is not maintained. Well they chose not to maintain it. If a product is going to not be maintained in a few months, they shouldn't be selling it in the first place, or it should be clear to the customer the product will no longer be viable in a short time.
They say it's due to factors outside of their control. Sorry but if your product depends on any outside variable it's your job to maintain it up to standard. Not only that - they sell other products that do perform the same function, so it is within their control to add this feature back to the product I bought. They just don't want to do that work, and they want me to pay them more to acquire the same feature that I purchased it for. Nope.
They wine about how the product worked for 5 months. A product being unviable 5 months after purchase is unacceptable and any decent company would refund for this. It's no surprise this company already has terrible ratings in BBB and Trust Pilot.
They wine about how I didn't request a refund within 30 days. It worked for 30 days. Now it doesn't work. In my opinion, we are still in a window where any decent company would offer a refund, or fix their product.
They say they made a mistake in offering me only a $3 discount. I highly doubt that. Now they offer me a 60% discount instead hoping it will stave off a bad review. Sorry - but I don't want to pay this exploitative company more money, they should either deliver a product that does what they promised the one I bought would do, or refund me.
This company persists in ******** lies and deserves a bad rating so future customers know they're likely to be defrauded as I was.
Sincerely,

***************
Business Response
Date: 14/07/2024
We apologize for any inconvenience caused to the user, but all the current situations have been explained in the previous email. We are willing to offer a 60% discount for the user to enjoy the latest product. If the user does not accept, we are also sorry.
As previously explained, the refund period is 30 days, and the user has stated that the product can be used within 30 days. As of today, the product can still be used for all functions except for downloading ******* videos (due to changes made by *******). However, as the product is no longer under technical maintenance, we cannot provide a refund (for more than 30 days and over 6 months). We apologize that there is no better solution at this time.
Thank you for your understanding.
Customer Answer
Date: 15/07/2024

Complaint: 21873988

I am rejecting this response because:
Sorry but when a product stops working and you don't attempt to fix it within 5 months of sale, by any standard that is bad practice. Nobody buys a software thinking it will only work for 5 months. A responsible company would offer either a refund or a free upgrade. I reject the business's inadequate response. The company obviously has the ability to overcome whatever ******* terms or technology changes made the first software break, as they're offering the same feature but want me to buy a new product to obtain it. It's bad business, and you can tell by their terrible online reputation here and everywhere else that they've reamed their customers time and again.
Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Wondershare Technology Inc. is NOT a BBB Accredited Business.