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:21/12/2023

  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 was unexpectedly charged a renewal fee without receiving an email notification. Despite making three attempts to call customer service, the phone system repeatedly hung up on me after waiting for two hours. Additionally, the chat option provided no assistance. I lost $49.99 because I wasn't given the choice to renew or not, and there was no prior warning or reasonable time for consideration. Please be advised, don't use the program and strongly advise against trusting this company. Currently, I'm still waiting for customer service to answer my call.***********************************

  Business Response

  Date: 23/12/2023

  Hi *********, we apologize for any difficulties you may have experienced in reaching our customer service team. Please know that we are actively working to improve our customer service processes to ensure that we can assist all customers promptly.
  
  Per your description, it seems there is some misunderstanding between us. Kindly note that the user will be auto-renewed if he/she subscribed to a monthly/quarterly/yearly plan and didn't cancel it manually. To avoid any trouble caused by it, we have especially noted this point on the subscription page. Besides, we'll send a reminder email to the customer before auto-renewal. Maybe it went to your trash box, so you didn't check it in time. Seek your kind understanding.
  
  Our support is following up on your case, they will get back to you and provide a solution to take care of your benefit. Please keep an eye on your mailbox. Appreciate your patience a lot!

• Initial Complaint

  Date:18/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like many other people on here, I signed up for a 7 day free trial. Unfortunately, what I was not aware of and what the company did not make clear is that the 7-day trial was for some ****** add-on, not the product. I was charged $49.99 despite the fact that it said nothing about the free trial being for another product. This is unethical and needs to be resolved. I have contacted Wondershare twice and yet they still say that they can't refund me because the 7-day trial was supposed to be for something else and that I signed up for the full thing. Nowhere did it say that the trial was for something else. This is a huge issue and clearly, other people have also encountered this. I am asking for a refund of the $49.99 (which shouldn't be an issue since I do see other people have gotten a refund for the same reason). The company should not be tricking people into paying for something with the promise of a free trial and then saying "** ****** **** ***** ** *** ******** *** *** ******* ** **** *** ** *** ***".

  Business Response

  Date: 18/12/2023

  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.

  To take care of your benefit, our senior support will investigate the problem you are encountering and then get back to you soon. Please keep an eye on your mailbox. 

• Initial Complaint

  Date:12/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** ******* ** *** **** ********* *** **************. They have been charging me for an autorenewal of a service I was not using. Any e-mails from them had been auto-sent to my spam inbox as they were not formatted properly. The day after they charged me to for annual auto-renewal, my debit card was declined when trying to pick up my medication. I contacted them immediately and cancelled my membership through their website. They confirmed my cancellation was successful but that they would be keeping my payment. So now they are not only denying me a service I had paid for, but also are refusing to refund me. I am not sure about the legality behind this practice. I explained that this was a unique circumstance related to the fact that these funds were earmarked for medication, and all I was given was several canned responses and a reference to their cancellation policy. **** *** ********* ******** ********

  Business Response

  Date: 12/12/2023

  We are sorry to hear that you didn't have a good experience with our subscription mode. Wondershare values each customer's benefits and we'll do our best to help you out. Per your description, please let us explain it in more detail and see how we can help you solve the issue further. 

  Kindly note that the user will be auto-renewed if he/she subscribed to a monthly/quarterly/yearly plan and didn't cancel it manually. To avoid any trouble caused by it, we have especially noted this point on the subscription page. Besides, we'll send a reminder email to the customer before auto-renewal. Seek your kind understanding.
  
  To provide the needed assitance to take care of your benefit, our senior support will investigate the matter further and then get back to you soon. Please keep an eye on the email from ******************************************* (ticket number: *******). Your patience is highly appreciated!

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** reviews Review of Wondershare Filmora Your review is pending.Read more Program Updates automatically to trial version 13 despite paid for full version. Horrible tech support. The update for bugs and glitches will update to version 13 a, trial despite it saying update it technically an Upgradesl Not an update. And the version 13 will install without your permission. I lost 300 videos, had to uninstall per tech support and it's extremely hard that find version 11 that I paid for. It will cause computer issues, links not working. Tech support is aware of the upgrade automatically installing without your permission. They and aware that the update button is showing version 13 as an update and Not an upgrade to a different version you have to pay a subscription to. Phone time on hold is aver of 40 min. Chat is a joke they sent me version 13 twice when I wanted to downgrade to my paid version. It converts your projects to version 13 than they will not open in version 11. You lose all your work. They want you to upgrade to 23 so they can bill you monthly despite buying a license and unlimited use. Horrible deceptive company. Lost days of work will not receive fund. They want me to install version 13 temporarily with a free three days but it's. Can't it messes up my computer. I already uninstalled the so called update that was not. They are aware of the issue and will not compensate my time and lost videos. I now have an unusable program that's causing issues with my computer like a virus. I want a full refund of ***** Date of experience: December 04,

  Business Response

  Date: 05/12/2023

  Hi *****, thanks for sharing your experience. I understand the pain when you found you lost 300 videos after upgrade. It sounds unusual to hear Filmora works in that way. We deperately hope to investigate it further, however, we are unable to find any communication record based on your email address. Our tech team will contact you to collect more details for troubleshooting and then help you out, please keep an eye on the email from ******************************************* (ticket number: *******).

  Back to the upgrade, the current Filmora 13 is an amazing new version with AI-related features bringing the tool to a new level. For such versions to launch, it requires our company to invest huge efforts, time, and technicians in the research and development of software. That is why we specified in our license policy that users who have a perpetual license might be charged for a major upgrade. However, users who own a lifetime plan since Filmora9 or an older version can upgrade to the latest version for free.
  
  I understand you may feel a little frustrated if you did not notice this license term before. Please do not worry, the upgrade is not compulsory. The version 11 you bought is still available and can work normally, and we will keep providing technical support for you for free. Here is the link for you to download Filmora 12 if you prefer to stick to it.
  **************************************************************************************************************

  Hopefully, the above information is helpful to you.

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I spoke I the phone with tech support. I have pictures and screen shots of the program stating  under updates that version 13 was an update. It is not an update but an upgrade you have to buy. I'm using my personal email to respond here not the one associated with the account. I don't care how nice the program is we paid for version 11 in full.   Your program does not say undercheck for updates to fix bugs that the update is a trial version you have to subscribe to. I. Read the fine print. This is deceptive, your pop *** interrupt editing. And the pop up said update not upgrade big difference. I'm going to use a different video editor for now as I speak two hours on the phone and chat twice with all I got was an apology. The videos I lost cost me 500.00  unacceptable and my ******** 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/12/2023

  To help you export your current project created in version 13, our support has applied for a 3-day trial redemption code for you (as the attached screenshot showed). Please redeem the code to export your project first. Regarding your refund request, we are unable to find an order assicated with the email address you are using, please send the order number to our support team for confirmation further, thank you!

  Customer Answer

  Date: 12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I told them a dozen times over the phone and in chat version 13 crashes my computer. This is not a good idea x and will not work. Now my previous version is unstable and crashes forcing me to buy a video editor from a different company. 

  I want a full refund for a program that I can't even use. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 14/12/2023

  Our support will contact you to get the order number and then evaluate the refund request further. Please keep an eye on the email from ******************************************* (ticket number: *******). Thank you!

  Customer Answer

  Date: 31/01/2024

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

• Initial Complaint

  Date:04/12/2023

  Type:Sales and Advertising 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 website is not transparent about what you are being charged for and the incentive of a 7 day free trial is conveniently not for the service I was paying for however, that was unclear. The language made the sign up sound like a free trial was offered then I was immediately charged $99z They make it incredibly difficult to cancel and have refused a refund

  Business Response

  Date: 05/12/2023

  I understand your feeling, it would be very frustrating when you were deducted money immediately after signing in a 7-day free trial.  Since we are unable to find any order record based on your email address, oursupport will contact you to collect more details and then investigate this matter further. Please keep an eye on the email from ******************************************* (*******). Your patience is highly appreciated!

• Initial Complaint

  Date:04/12/2023

  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.

  I, like so many others here, was offered what I thought was a 7 day free trial but was instead charged a whopping $55.20. The page layout led me to believe that I would be trying the product for free and then would be charged $55.20 after 7 days. I emailed the company repeatedly about my problem and they don't seem to think that a tricking a potential customer with a misleading gimmick is a good reason to issue a refund. This experience has left such a bad taste that I would never want to try anything from this company, free or paid.

  Business Response

  Date: 05/12/2023

  Hi *****, we are sorry to hear that you didn't have a good experience with our refund policy and support team. In line with your concern, I'd like to explain it in more detail.
  
  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.

  Our senior support will investigate this matter further and evaluate your refund request, and they will get back to you as earlier as possible. Your patience is highly appreciated!

  Customer Answer

  Date: 07/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:23/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found this company online when I was trying to do something with my cell phone. I started the registration process but realized I didn't want to be business with them something seems *****. There's almost no way to possibly get a hold of customer support it just keeps running you in a freaking circle through the website. I tried to call and you have to select a product I didn't buy a product I didn't download a product. What I want is to talk to customer support and have them remove all of my information from their system. The problem is there's no way to get a hold of these people. Any other people out there stay away from this company you will get *******.

  Business Response

  Date: 23/11/2023

  We apologize for any difficulties you may have experienced in reaching our customer service team. We understand the frustration that can come with not being able to reach the support efficiently. Please know that we are actively working to improve our customer service processes to ensure that we can assist all customers in a timely manner.

  Our support will contact you to address your concern (remove your account information), please keep en eye on the email from ******************************************* (ticket number: *******). Really appreciate your time and patience a lot!

• Initial Complaint

  Date:21/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this company has a habit of misleading their customers. They told me that I was entitled to a free upgrade from Filmora 12 to Filmora 13 due to my type of paid plan I have.. I did it and found that the free upgrade did not include the benefits of my previous plan and I needed to pay for the new plan or have a watermark on my movies. I want my old plan back, Filmora 12. When I call them there is never anyone to talk on their help line. I have spent hours on this.

  Business Response

  Date: 22/11/2023

  Thanks for sharing your experience. I understand your confusion and appreciate your support of our software all the time. In line with your concern about the paid upgrade, we'd like to explain it in more detail and then assist you further.
  
  The current Filmora 13 is an amazing new version with AI-related features bringing the tool to a new level. For such versions to launch, it requires our company to invest huge efforts, time, and technicians in the research and development of software. That is why we specified in our license policy that users who have a perpetual license might be charged for a major upgrade. However, users who own a lifetime plan since Filmora9 or an older version can upgrade to the latest version for free.
  
  Upon checking, our support has already helped you roll back to version 12 again as the enclosed screenshot showed. 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: 31/01/2024

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

• Initial Complaint

  Date:20/11/2023

  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 also was charged for a 7 day trial for a wondershare plug in for $22.67. I was charged $22.67 on 10/19/23 and 11/18/23 for $22.67. I had already paid for an annual subscription. They obviously put this trial on to get you tricked into another monthly charge. I called and they would only refund on month since it was 30 days ago that the other charge was made. I never used the second charge, not even a day so I don't see why I am not refunded the other $22.67. I want a refund.

  Business Response

  Date: 20/11/2023

  Thanks for sharing your experience. I
  understand your feeling, and it would be hard to accept if you were
  auto-renewed without being aware of it. In line with your concern about the extra
  monthly payment, you may have a better knowledge of the root reason from the
  link below. Hopefully, it will clarify your doubts.
  ****************************************************************************************************************

  To better address your concern and help you out, our support will contact you to confirm more details with you further. Please keep an eye on the email from ******************************** (****** ******* *******). Your patience is highly appreciated!

   

   

  Customer Answer

  Date: 21/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I should be refunded for a service that so many are being charged with out their knowledge. 

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

  Business Response

  Date: 22/11/2023

  Our support is following up on this case as the enclosed screenshot showed, please kindly check and get them back so that they can move ahead to the next step to discuss a final solution for you. Thank you!

  Customer Answer

  Date: 22/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  As long as I receive the credit.

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

• Initial Complaint

  Date:20/11/2023

  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.

  So, I was looking for some editing options and got to know of Wondershare. I am not a regular video editor and thought of taking a 7day free trial of *******. It was clearly mentioned their a free trial for 7 days but I still got charged even after canceling my subscription on the same day. Therefore, I called their support and told them my concern and they explained me that they can’t refund my money because it doesn’t include any subscription of the product it’s just for some features which was not clearly mentioned while subscribing for it clearly. I’ve never had such a terrible experience with any other businesses. It was unclear on the website and then I called and also wrote an email to them regarding this and they still denied to refund. This is a very poor business practice which is ***** ****** **** *** ***** ** *************. They were really unclear what really includes the 7 day free trial. This is very unacceptable and made me feel really bad about this business. This is clearly *********

  Business Response

  Date: 20/11/2023

  Hi ******** thanks for sharing your experience.  It seems that there is some misunderstanding
  between us, we’d like to explain it in more detail and see how we could assist
  further.
  
  Actually, the 7-day trial is only for Effects & Plugins, it does not
  include the ******* subscription. To bring a cool experience for users, *******
  team did their best to compatibility Effects & Plug-ins including Boris FX,
  NewBlue FX, Filmstock, and AI Portrait features within the program, it would be
  free for use within 7 days.  So, when you
  selected to buy, you would be charged for ******* itself immediately. You may
  know more details from *******'s purchasing page. We appreciate your feedback, and we'll keep improving and bring a better
  and better experience for our users!
  
  To address your refund request, our support team will investigate this
  matter further and then keep you updated as earlier as possible. Please keep an eye on the email from ******************************** (****** ******* *******). Your patience
  is highly appreciated!

  Customer Answer

  Date: 21/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ****