Business Profile

Computer Hardware

Wondershare Technology Inc.

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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.

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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:17/06/2024
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.
Order # B4VU50689P9531742S I was unaware of hidden subscription when I paid to upgrade Filmora. I was charged on 6/10 for the subscription that I never intended to sign up for. **************** was not helpful and refused refund quoting their "refund policy". It is shady business practice to sign people up for hidden subscription. I want refund.
Business Response
Date: 17/06/2024
Sorry for the trouble, as the client has contacted our agent and we are trying to explain the new charge for him. Will issue a refund within 7-10 business days.
Initial Complaint
Date:13/06/2024
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 purchased a Lifetime License from ********************** Filmora but I am being told to PURCHASE the program AGAIN so features are "unlocked."They are telling me because I am not using a PC, I can't use my license and tried to get me to purchase a new license. SCAM!!They will not transfer my current license OR give me a refund. I know they are able to, they just want more money which I am NOT giving them. They refuse to unlock my account so Please help me get my $50 back.
Business Response
Date: 13/06/2024
Sorry for any inconvenience may this be caused, if the client is want to change the operating system from Win to Mac, we will ask our senior agent to follow this case, and hope we could solve it as soon as possible.
Customer Answer
Date: 15/06/2024

Complaint: 21835057

I am rejecting this response because:
The business still has not provided access to my Mac and has emailed me insisting I make a separate purchase which just goes to show they care more about money more than customer service. Of course they are able to provide me access, they just choose not to.

Sincerely,

***********************
Business Response
Date: 19/06/2024
After reviewing the communication records and understanding the user's request, we would like to provide the following explanation:
The user purchased a lifetime version of Filmora for *******, and we promised free upgrades to the latest versions. We are committed to providing the corresponding services and promises whenever the user contacts us.
However, the current issue is that the user wants to switch the ******* license to Mac for free. It should be noted that the version the user purchased was a single-license version, which means it can only be used on ******* systems. We are unable to switch the license, so we suggest that the user purchase the discounted Mac version again, as this aligns with our policies and procedures.
It is important to understand that the user's decision to switch devices is a personal choice, and our guarantee does not cover free license switches after device changes.
Thank you for your understanding.
Customer Answer
Date: 21/06/2024
Initial Complaint
Date:30/04/2024
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.
order number: ********************** The misleading 7-day-Free-Trial attached to the subscription that I did not click on. It was preselected therefore I never wanted the product, but it deducted 110.66$ anyway. Customer support said I couldnt get a refund because its against policy, eventhough it was preselected and misleading. I am a exchange student and already with the exchange rates the 110.66$high it is the equivalent to 300 dollars in my currency. I am not happy with the product that I did not use, I immediately cancelled the subscription and delated my PC from the my app access after realising they deducted that amount of money for a free trial. I am so confused and upset that they would not issue a refund.Not only that I accidentally bought the same product from two different e-mail adress, by connecting to ****** assuming it was the same account and got charged twice 110.66$. I called to two customer services, the first person didn't even try to refund for one even in their POLICIES it is written that they will refund if you buy the same product twice. So there is already a problem with their customer services, the second person at least apply the refund for (order number: **********************)and I received an e-mail in 5 min. The first person lied to me on everything except I don't get my money back.I want both of my transaction back. By reading comments I realised I was not the only one who got tricked. I am considering taking legal action if this issue remains unresolved.
Business Response
Date: 05/05/2024
Our agent has explained the order and the relevant information to the customer, the ********************** was already refunded.
Initial Complaint
Date:22/04/2024
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.
DemoCreator is a subscription based service. It failed 100% of some 10 tests on 2 different operating systems. It should not be allowed to be on the market,.
Business Response
Date: 22/04/2024
Sorry for any inconvenience may this be caused. We will send an email to the customer for follow up
Initial Complaint
Date:15/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
made a software perpetual (lifetime licence) on october 21 2023. I since moved to a different system & needed a operating system upgrade to which they refuse an tell me to buy another $150+ licence again. Its a ********* not the only one. numerous complaints for similar reasons, ****** reviews ect..
Business Response
Date: 17/03/2024
We are always desiring every interaction the customer has with us to be as smooth and as hassle-free as possible. Sorry to hear that you didn't have a good experience with our support team, we'll keep improving and bring a better and better experience interacting to each user.

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 provide some suggestions or do further improvements in a targeted manner. This is the reason our support *** 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.
Upon checking, we found that our support reported your case to our senior manager and got permission to process a refund for you especially. We hope you double-check your account and 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: 19/03/2024

Complaint: 21435330

I am rejecting this response because:

Sincerely,

*******************************
Customer Answer
Date: 20/03/2024
**** when told to call TOLL FREE by live chat to solve problem, seeing as they refused to call me. Their ****** support number isnt ****** & i incured over $40 in charges. They are liable for this
Business Response
Date: 21/03/2024
Upon checking, we found that order number Q231021234526358363777 (CAD *****) was refunded to the customer successfully. We invite you to double confirm if you've received the money yet. We assure you that it is never our intention to mislead our customers, and it seems that there has been a misunderstanding in our communication. We recognize the importance of providing accurate information, and we will be reviewing this case and keep improving.
Customer Answer
Date: 22/03/2024

Complaint: 21435330

I am rejecting this response because: you are responsible for nearly $50 in overage fees for dealing with your scammy practices. You con me into being FORCED TO CALL. It is your fault im being charged this amount & you are liable for it.

Sincerely,

*******************************
Initial Complaint
Date:14/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company offers a video editing platform but will not allow downloads claiming that you are not logged in. From there, they required an additional purchase. **** ** * ****. They will not provide a refund for their ineffective product.
Business Response
Date: 15/03/2024
Thanks for bringing your concern to our attention here. Upon checking, we found that the software you purchased is for Windows device only, this is the reason you are unable to be recognized as a paid version when you are logging in a ***** device. For this point, we'd like to explain it in more detail as below.

It is regret to tell you that users are unable to access his/her license on a different platform due to the way that the software is coded for the specific platform. In order to avoid this trouble for our users, we have especially indicated this point on our website. Here is the link for your review.
*******************************************************************************;
(Please find it under the "Account and Membership" part)

To assist you further, our support will look into it and then get back to you. Please keep an eye on the email from ******************************************* (ticket number: *******). Your patience is highly appreciated!
Initial Complaint
Date:26/02/2024
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 ********* two days ago and it did not work for me. None of the files I needed were recovered. Upgraded the product to see if it would help; it didn't. I expected more at the price i was charged. I have been unable to contact Wondershare support by either phone or chat.
Business Response
Date: 27/02/2024
Sorry to hear that you are having trouble using our product to recover files. We take product quality and functionality very seriously, and we strive to provide reliable and effective products to all of our customers. Upon checking, I found our technical team is following up on your case, would you please check the email from ******************************************* (ticket number: *******) and then provide the required information for troubleshooting further? If we are unable to solve it, we'll process a full refund to take care of your benefit. Thank you for bringing this to our attention.
Customer Answer
Date: 27/02/2024

Complaint: ********

I am rejecting this response because:
Email communication is slow and is not addressing my concerns. I get a response to add information each time they reply and nothing is accomplished. I want direct communication with Wondershare to resolve the issue. It seems like they are skirting the issue.

Sincerely,

***************************
Business Response
Date: 28/02/2024
Upon checking, we found that the customer told us he was trying the solution provided by ** and will get back to us (check the attached screenshot). Our support team is waiting for his feedback further. Thank you!
Initial Complaint
Date:26/02/2024
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.
order number: ******************

The misleading 7-day-Free-Trial attached to a yearly subscription that I did not click on. It was preselected therefore I never wanted the product *********), but it deducted $104.94 anyway. Customer support said I couldn’t get a refund because its against policy, eventhough it was preselected and misleading. I am a student and the exchange rates is the equivalent to 520 dollars in my currency. I am not happy with the product that I did not use, I immediately cancelled the subscription after realising they deducted that amount of money for a free trial. I am so confused and upset that they would not issue a refund. I read up online and most people say Wondershare is a **** so I guess I got unlucky. I still want a refund for being misled by preselecting a product I did not click on at all. I am considering taking legal action if this issue remains unresolved.
Business Response
Date: 27/02/2024
We are always desiring every interaction the customer has with us to be as smooth and as hassle-free as possible. Sorry to hear that you didn't have a good experience with our support team, we'll keep improving and bring a better and better experience interacting to each user.

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 provide some suggestions or do further improvements in a targeted manner. 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 look into this matter and evaluate your refund request, and they will go back to you as earlier as possible. Please keep an eye on the email from ******************************** (ticket number: *******). Your patience is highly appreciated!
Customer Answer
Date: 27/02/2024

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:23/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ******************* on 2/20/2024 for $151.00 I thought I was signed into my Wondershare ID A***********@yahoo.com However, after the order went through the said the registration code was sent to A***********@yahoo.com.br The addresses Identicle except the domain they sent the code to ends in yahoo.com.br I have tried to contact their support team by phone only to be put on hold for over an hour once and 34min the second time. 4 times I called the same number only to be told to call back later. I tried their Chat line several times but it left me waiting for a live agent join the chat for hours. When I attempt to send an Email the window goes blank instead of letting me create a ticket. I chose to get the Software from Wondershare because I have used them in the past with out issue. I now see that was just dumb luck. If i'd needed any support fom them then i'd have realized they're a Scam operation and would have saved myself from the past 2 days of grief. If the other complaint's from customers her are true, I can forget about this ever being resolved.
Business Response
Date: 27/02/2024
We are sorry for the inconvenience that happended on your end. Upon checking, we find our support is following up on your case and our team is investigating the problem at present. We'll keep you updated once any news. Please keep an eye on the email from ******************************************* (ticket number: *******). Really appreciate a lot for your time and patience!
Initial Complaint
Date:20/02/2024
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.
I purchased Wondershare ************ *** ***, and I was never made aware in email or upon order submission that I would be enrolled in a 7-day trial for Filmora, for $54.31. I was charged about 10 days after ordering UniConverter, and having initially spoken to someone on the phone disputing the charge back in mid January 2023, they finally agreed to refund this amount. However, I was only refunded $22.88 for some plugin package that I also never ordered. Their sales practices are ******* at best and completely ruined any trust I have in this company - which is clearly out to make any extra money they can in any way possible. Rather than listen to my complaint in the past week when I just discovered upon credit card statement audit that they never redunded the $54.30 as promised, they simply threw refund policies in my face as a quick way to dismiss my year-long complaint. I am demanding the full amount back to my credit card ASAP. I never ordered this software, and I never installed or used any trial version of it.
Business Response
Date: 21/02/2024
Thanks for sharing your experience. Sorry for the inconvenience that happened on your end. Normally, we provide the trial version for customers to try each feature of this software to confirm if it meets their requirements before purchasing. But if the customer fills in your bank details and accepts the user agreement according to our website instructions, then he/she will be deducted.
Upon checking the communication history between us in January 2023, we found that our support has already processed a full refund for Order number: ********************** (USD *****, Filmora Creative Assets) as requested. Please check details in the attachment. Regarding your request for the history order ********************** (USD *****), we are sorry to say we can't process a refund for it as it far exceeds our refund time limit. Our team will look into the case further and then check if there is any suggestions for you. Please keep an eye on the email from ******************************************* (ticket number: *******).
Customer Answer
Date: 23/02/2024

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,

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

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This business has 1 alert

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Wondershare Technology Inc. is NOT a BBB Accredited Business.