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.

close

Find a Location

Wondershare Technology Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:31/08/2023

  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 cannot get support when I call their support phone number. I am told I am the 6th person in line but am still on hold (this time) 31 minutes with no one ever answering. Have tried 3 times. Emailing the Company also does not work.

  Business Response

  Date: 04/09/2023

  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 a representative,and we are committed to addressing this issue as quickly as possible. 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.

  To better address your concerns, I've escalated your case to our support team (ticket number: *******), and they will contact you and help you out with priority. Please kindly pay an eye on your mailbox. Your patience is highly appreciated!

  Customer Answer

  Date: 06/09/2023

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

  I have emailed them my support issue but have NOT received a response from them.

  see the attached file.

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

• Initial Complaint

  Date:23/08/2023

  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.

  Intended to sign up for Wondershare but the product was not what I expected. I have attempted to cancel through Wondershare but was informed I signed up through ******** which was not clear when I signed up. I continue to try to reach out to ********, but I am not receiving a response. I want to cancel the subscription before it renews.Thank you!

  Business Response

  Date: 24/08/2023

  To better address the customer's problem, I have escalated the case to our support team (ticket number:*******), and they will contact the customer and help him out with priority. Please recommend the customer keep an eye on his mailbox.Thank you!

• Initial Complaint

  Date:23/08/2023

  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.

  I add my name to the many who feel that they were deceived by a distorted billing plan image into a monthly subscription for 20.99, that is not even indicated on the sales invoice provided by the company. In fact, my invoice reads: $0.00 in the line that includes the words "standard subscription," suggesting no charge at all, not only after some trial period not included on the invoice. Clearly, I am not alone in experiencing this bad business practice, as is evident by the many other complaints of a similar nature made against Wondershare, for their ******* product. I am seeking full reimbursement for all monthly charges, except for one processed under their "generous" 30-day refund policy.

  Business Response

  Date: 24/08/2023

  Upon checking, we find that the customer purchased a yearly license of ******* together with a ***** free trial plan of Effects & Plug-ins.
  
  To bring a cool experience for users, we did our best to create compatible Effects & Plug-ins including ***** *** ******* *** *********, and AI Portrait features within this software (free for use within 7 days). However, the user will be automatically charged per month if he/she has not canceled before the trial duration ends. This is the reason the customer was charged 22 USD each month. To avoid any trouble caused by it, we have especially explained this point in more detail before the customer purchases it from the shopping cart. Hopefully, the explanation will help the customer to understand the root reason more clearly. What's more, our support has processed a refund for the latest renewal payment for the customer. Please recommend the customer to check if he's received the money. If the customer still has doubts, please advise him to reach back to us and we are happy to help. Thank you!

• Initial Complaint

  Date:22/08/2023

  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.

  I bought a year subscription that renewed 10 month early ....only after 2 months. They double charged me for the year subscription I HAD already paid for a year and they recharged me within 2 months. .and then charged me for a bunch of add ons i didn't order They ***** $120 through ********** charges by taking advantage of ****** open billing. the company sent a response but it had nothing to do with my issues...After they ****** ** *** they responded with "Have a nice day"! I will also be pushing this forward in ******.

  Business Response

  Date: 24/08/2023

  Upon checking, we find that the customer purchased a yearly license of ******* together with a ***** free trial plan of Effects & Plug-ins.
  
  To bring a cool experience for users, we did their best to compatibility Effects & Plug-ins including ***** ********** *** ********** and AI Portrait features within *******, it would be free for use within 7 days and the user will be automatically charged per month if he/she has not canceled before the trial duration ends. This is the reason that the customer was charged again. Our support explained it to the customer and he has processed a refund for the renewal payment as request on 23 August. Please recommend the customer to check if he received the money. Thank you!

• Initial Complaint

  Date:31/07/2023

  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.

  Purchased the software. Edited my video. Upon exporting was made aware that certain effects I used are part of an extra package that needs to be purchased separately. I bought that package not to waste an hour of work.Was unable to export due to the software freezing.On both purchases the company sneaks an insurance product at check out $6, which I did not notice the first time. I was unable to finish my product and no longer want to do business with this company ***** * **** *** **** *******, just want a refund for the two orders ($22.72 and $59.47), which was denied even though I requested it an hour after I had the issue and was unable to use their software. Ive had similar issues twice in the last few years and was promptly refunded (a game on steam, and a Coreldraw product).

  Business Response

  Date: 01/08/2023

  We are sorry to hear that you didn't have a good experience with our product. In line with your concerns, we'd like to explain them one by one and hopefully, it will make things clear and help you out.
  
  Regarding the download insurance Service, it is an additional service that protects your shopping cart downloads. With it, youll be able to re-download the installation files of the purchased software anytime within two years from the purchase date. If the user does not feel like he/she needs it, just remove it from the shopping cart by clicking the trash button. 
  
  Normally, the user can use all features (such as motion tracking, Speeding, built-in effects/transitions/elements, Auto Beat Sync, etc.) of Filmora without limitation forever once he/she has a valid license. In order to bring a cool experience, we did our best to compatibility Effects & Plug-ins (***** ** * ******* ** * ********* * ** ********) within the Filmora program itself, it would be free for use for 7 days, however, the user will be automatically charged monthly if he/she doesn't cancel it before the trial duration ends. To avoid any trouble caused by it, we have especially provided an option for customers to uncheck the Plug-ins on the subscription page. Besides, we'll send a reminder email to the customer before auto-renewal. Seek your kind understanding.
  
  Back to your refund request, if there is a technical issue that could not be resolved or a compatibility issue within 30 days after purchase, we will offer a refund. Here is our refund policy for your further reference.
  *********************************************************
  
  To better address the problem you are encountering, our support team will investigate this matter and then keep you updated as earlier as possible. Your patience is highly appreciated!

  Customer Answer

  Date: 03/08/2023

  I have received a full refund.

  Thank you!

• Initial Complaint

  Date:24/07/2023

  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.

  Unknowingly renewed a service without 7day renewal notice. When asked for proof that a reminder email was sent, they couldn't provide. misleading information on site.

  Business Response

  Date: 24/07/2023

  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 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.
  To better address your concern and clarify your doubts about the 7-day free trial plan, our senior support will investigate this matter and then evaluate your refund request further. They'll go back to you as earlier as possible. Your patience is highly appreciated!
  

  Customer Answer

  Date: 25/07/2023

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

  I deeply regret to express my profound disappointment with the Wondershare app and the misleading information it provided when I attempted to obtain a refund. To my dismay, I was not notified about the renewal as they claimed, and now find myself burdened with an unwanted subscription for another year. This experience has only been exacerbated by the generic responses I received from their customer service, which serve as a testament to the app's disingenuous practices.

   

  It is evident that my grievances are not isolated, as numerous reviews reflect similar sentiments, thus shedding light on the app's questionable practices. As a consumer, I believe it is essential for companies to uphold transparency and integrity, particularly when it comes to financial transactions and subscription services.

   

  In light of this disappointing experience, I urge Wondershare to reassess their approach to customer service and implement measures to ensure accurate and timely notifications regarding subscription renewals. Additionally, providing genuine and personalized support to customers who encounter issues would greatly enhance their reputation and ****** trust among their user base.

   

  As a professional, I emphasize the importance of ethical practices and transparent communication in the software industry. It is my hope that companies like Wondershare will recognize the value of customer satisfaction and take appropriate steps to rectify these issues, thereby maintaining their credibility and fostering positive relationships with their users.

  
  
  Sincerely,
  
  Pamela L****

  Business Response

  Date: 17/08/2023

  I double-confirmed that we've processed a refund for the renewal payment on 26 July 2023 and make sure the customer would not be billed in the next period as the auto-renewal service was already in the status "Canceled". Thanks for the customer's feedback anyhow, and it helps us constantly improve our product and customer service by knowing what we can go on improving.

• Initial Complaint

  Date:20/06/2023

  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.

  I recently purchased Wondershare Filmora, which came with an ****************ins" subscription that automatically renewed after 7 days. I attempted to cancel the subscription but was still charged. Apparently, after clicking a button to cancel the subscription, I had to click another series of buttons confirming my cancellation. When I was charged for the automatic renewal, Wondershare refused to give me a refund. * ** ************ **** **** **** ** ********* ******** ******** ** ********** 

  Business Response

  Date: 09/07/2023

  Thanks for sharing your experience. We are always desiring every interaction the customer has with us to be as smooth and as hassle-free as possible, thanks for your feedback, we'll keep improving and then bring a better experience for each user. In line with your concern about the auto-renewal subscription, our senior support will investigate it further and evaluate your refund request. They'll go back to you as earlier as possible. Your patience is highly appreciated!

• Initial Complaint

  Date:08/06/2023

  Type:Order 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 yearly license for Wondershare software. It automatically renewed and a day or two later I emailed them to cancel and refund since I no longer needed the software. Wondershare responded that I did not comply with the refund policy by cancelling prior to the renewal. Their policy states that they would send a reminder email about the renewal 14 days in advance. I did not receive that email. Wondershare is refusing to refund me.

  Business Response

  Date: 09/06/2023

  Thanks for sharing your experience. 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 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 timely.Seek your kind understanding.
  
  Since you don't want to keep this subscription, we invite you to go to your account center and cancel it manually. After that, you'll not be charged again during the next billing period.
  ************************************************************

  To better address your refund request, our support will investigate it and then keep you updated as earlier as possible. You may keep an eye on your mailbox. Really appreciate a lot for your time and patience!

• Initial Complaint

  Date:29/05/2023

  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.

  Wondershare had offered a free 7 day trial, yet when their software didn't work properly and I tried to cancel the next day, they refused to cancel it, contrary to their deceptive advertising.
  
  They run an illegal bait and switch, having the customer spend hours on their video editing and then telling them to sign up for a 7 day free trial unless they want a huge line through the video with wondershare's corporate logo. They do write that it is a free trial. They then refuse to cancel during the free trial. Aside from their deception and baiting tactics, their software also does not work well and ruins the video quality.
  
  They also added a ********** charge for "insurance" which was never agreed to.
  
  I am demanding that ******** reverse the 2 charges claimed. Failure to do so will result in a complaint to the Attorney General's Office of British Colombia, as well as with the Public Prosecution
  Service of Canada - and with the Colorado State Attorney's Office, where the ***** was perpetrated against me the customer.

  Business Response

  Date: 30/05/2023

  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.
  
  The 7-day trial is only for Effects
  & Plugins, it does not include the Filmora subscription. To bring a cool
  experience for users, Filmora team did their best to compatibility Effects
  & Plug-ins including ***** **, ******* **, *********, and ** ********
  features within the program, it would be free for use within 7 days and the
  user will be automatically charged per month if he/she has not canceled before
  the trial duration ends. To avoid any trouble caused by it, we have especially
  explained this point in more detail before the customer purchases it from the
  shopping cart. Thanks for your feedback anyway, we'll keep improving and then
  bring a better experience for our users.
  
  Back to your refund request, if
  there is a technical issue that could not be resolved or a compatibility issue
  within 30 days after purchase, we will offer a refund. Here is our refund
  policy for your further reference.
  

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

  Our senior support will look into this
  matter and re-evaluate your refund request, and they will go back to you as
  earlier as possible. Your patience is highly appreciated!

  Customer Answer

  Date: 30/05/2023

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

  - As stated before, even in their response they are lying (as they did to me before).  It was shown to them that their software ruined the quality of the film, yet they still refused to refund.  So no, they did not refund and do not willingly refund when there's a technical problem or this case would have been settled.  

  
  But that's not the main issue. 

  The main issue is that they offer a trial.  They claim to offer two ways to remove watermarks and when the first way (taking their tutorial) does not remove the watermark they write that signing up for the 7 day free trial does remove the watermark.  When you sign up, they refuse to refund the amount and let you cancel during the 7 days (I tried after one).  

  Wondershare is, as stated in the original complaint, doing an illegal and criminal bait and switch and misrepresenting their non-existant "7 day trial offer."  They can immediate refund both charges or I will, as is my right, file criminal complaints with the British Columbia Attorney General's office of prosecution, the federal Public Prosecution Service of Canada and the State of Colorado's Attorney General's Office (the ***** being perpetrated upon me, the customer, who is a resident of that state). 
  
  Wondershare's criminal misrepresentation must be stopped.  It is up to them to refund the 2 ********** charges or to face all legal consequences should they continue to *** *** ***** instead.  They must refund the ************ gotten funds immediately. 

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

  Business Response

  Date: 02/06/2023

  Per the customer's description, our support explain it in more detail and did their best and got permission to process a refund (please check details in the attachment). Beside, we find the customer initiated chargeback for the payments and the money was frozen and we are unable to do anything for them now, we invite the customer to double-check the refund progress with his bank. It is
  regret to know that this product doesn’t live up to the customer's expectations this
  time. We will continue to do improvements and add more
  powerful features to this software!

• Initial Complaint

  Date:16/05/2023

  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 paid for their software ************ Basic Business license as they claim on their website that you can easily cancel anytime and ask for a refund within 7 days of purchase if you find technical issues with the product. I wanted a simple drag and drop application to transfer data from my ****** as the existing system is already too complicated. But on using the software I found that even a simple task such as copying notes requires me to do a complete backup of ****** for hours to just extract the notes. It is not as simple drag and drop as advertised. So I repeatedly asked for refund on the first day itself not to waste their time but the business is sending me different things to do, instead of just honouring their return policy. Never had such a bad experience with any business. Just plainly dragging time to not give me a refund is very unprofessional! Really frustrating experience. Their software is useless and the support is horrible making me go in circles for a simple refund request!

  Business Response

  Date: 17/05/2023

  Thanks for sharing your experience. I understand your feeling, and it would be very depressing when you are unable to run this software in the way you expected. Wondershare values each customer's benefit,and we'll do our best to help you out. For your case, please allow us to explain it in more detail and see how we could assist you further.
  
  We accept a refund request if the customer encounters a technical or compatible issue that is unable to be solved within 7 days. Knowing you were encountering a problem, we desperately hope to fix it,and this is the reason our support might invite you to provide more details (like a screenshot showing the problem and log files, etc.) for troubleshooting, and this was also the reason we didn't process a refund for you in the first place. Seek your kind understanding.

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