Complaints

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:02/06/2025

  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.

  1. The account I was on showed that I was on a REMOVEDstarter plan although the billing history at the bottom of the screen showed I was paid up for an annual plan. 2. They could not seem to remember that they had me to create that account to resolve the technical issue where the original account would not synch. Neither did they want to refund the 2 charges for REMOVEDthat I was not supposed to be billed as this was an account I was instructed to create and have my annual plan transferred over to because of a system glitch.3. I deleted the account that was billing me REMOVEDand was left with the original account that had the glitch. It still did not sync and still showed that I was on a monthly starter plan at the top of the page and history showed my payment of REMOVEDmade in March 2025 4. She asked me to delete the app and reinstall it which will show in the transcript 5. I deleted the Spocket app on REMOVEDand reinstalled it It would only auto login to what I had uninstalled and would not start as fresh where I would be prompted to login. Since I saw the same REMOVEDstarter plan I was subscribed to and the payment history at the bottom of the screen showing REMOVEDthat I paid yearly, I clicked on renew thinking it would see that Im already paid up for a year and refresh. While doing this troubleshooting, I was charged yet another REMOVED6. I immediately brought this to the attention of REMOVEDas she was the one who instructed me to delete the app and reinstall it and was on chat with me as we were trying to resolve the issue that was never resolved and only made even worse. 8. Although she was on the chat with me, she did not reverse the mistake and said she would have to send it to the department who handles refunds. THEY WILL NOT EVEN REFUND MISTAKES THEY WITNESS WITH THEIR OWN EYES IN REAL TIME!THEY WILL NOT TAKE ACCOUNT ACCOUNTABILITY FOR THEIR SYSTEM ISSUES AND TAKE YOUR MONEY!RUN AWAY FROM REMOVED/ SPOCKET REMOVED

  

  Business Response

  Date: 05/06/2025

  Dear REMOVED,
  
  Thank you for your detailed message, and Im sorry again for the frustration youve experienced during this process. We understand your concerns and truly appreciate your patience as we reviewed your case.
  As you noted, the most recent $288.00 charge occurred during troubleshooting while working with our team. Although this charge was processed successfully, we recognize that the situation involved technical complications and guidance from our support team.
  
  In light of this, were offering a 20% refund on the most recent $288.00 charge, totaling $57.60, as a gesture of goodwill. This refund will be processed back to your original payment method.
  To ensure we can complete the refund and avoid any further delays, please respond directly to the open support ticket you have with our team at Spocket. It appears there has been a lapse in response, and we want to make sure everything is resolved smoothly and without further inconvenience.
  
  We value your feedback, and your experience has been shared internally so we can continue to improve.
  
  Warm regards,
  REMOVED
  REMOVEDstart="1418" data-end="1421"> REMOVED

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23401137
  
  I am rejecting this response because:

  I was actively on a live chat with your representative who witnessed the error while in the process of resolving all the other system glitches and billing errors that I DID NOT CAUSE.  Why am I being billed and working to resolve your errors. I paid for a service and did not get what I paid for.  That is not lawful or fair trade. For you to not resolve the initial system issue which I paid REMOVEDfor is bad business practice.  For you to have me create a new account to resolve the issue, not transfer the REMOVEDcredit over but instead bill me monthly for that account and not fix the issue is BAD BUSINESS PRACTICE.  I would have been happy to keep the service if you were professional and took responsibility for your errors and lack of understanding on how to resolve issues utilizing your very own systems.  
  
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 07/06/2025

  Dear REMOVED,
  
  Thank you again for your feedback and for providing additional context regarding your experience.
  
  We want to assure you that we take your concerns seriously and that our team has been actively engaged with you through your Spocket support ticket. Our goal is to work toward a fair and timely resolution.
  At this point, we are still awaiting your response in the ongoing Spocket support ticket so we can proceed accordingly. We encourage you to reply directly through that ticket so we can continue working with you to address the matter and ensure a smooth resolution.
  
  We remain committed to resolving this with you and look forward to your reply.
  
  Warm regards,
  Mark
  REMOVEDstart="937" data-end="940"> REMOVED

  Customer Answer

  Date: 09/06/2025

   
  Complaint: 23401137
  
  I am rejecting this response because:

  There has bot been any progress whatsoever on my issue! 
  

  There has not been one single person to take ownership if this problem and see it through to the end.

  I have not spoken with one person whi has demonstrated a full understanding of the issue.  I have been working with the ticketing system ongoing and do not want to start a new one for the sixth or seventh time to start all over.

  I do not wish to reinstall the spocket app. I have already lost too much

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 06/07/2025

  Hi REMOVED,
  
  Thank you for your continued patience.
  
  We completely understand your frustration and how important it is to get this resolved properly. We want to reassure you that your concerns are being taken seriously and we are committed to assisting you through this.
  Please note that our Support Team has already submitted a refund request for 20% of the most recent $288 charge, and we are currently waiting for your response in the original support ticket to proceed.
  
  Additionally, we would like to highlight that there have been three separate ticket conversations from our team regarding your refund request that were left unresponded to. We truly want to help, but we need your cooperation in replying directly to those tickets to move forward and avoid further delays.
  
  We appreciate your time and understanding, and were here to ensure a smooth and fair resolution for you.
  
  Warmest regards,
  REMOVED
  REMOVEDSpecialist | REMOVED

  Customer Answer

  Date: 09/07/2025

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

  I feel like I don't have a choice.  
  I communicated in every ticket and your representatives start and drop off without taking ownership of the issue.  At this point I should be paid for working for your company.  I have put in too many hours to get a simple issue resolved.  I don't care at this point really.  I'll take the discount and think very hard before I renew. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:22/05/2025

  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.

  Account was canceled before trial period and the company continued to charge my credit card $99.99/month. They don't provide any confirmation of cancelation so it is nearly impossible to prove you canceled your account. What a scam!

  

  Business Response

  Date: 22/05/2025

  Dear BBB,
  
  Thank you for forwarding the customers follow-up regarding this matter.
  
  We have thoroughly reviewed the account activity for REMOVEDand would like to reiterate the following:
  -The customer signed up for a REMOVEDtrial of the Empire monthly plan on April 18, 2025, at 01:59 UTC.
  -The trial was set to convert into a $99.99/month paid subscription on May 2, 2025, at 01:59 UTC unless canceled before that time.
  
  Our system did not receive a cancellation request through the account dashboard prior to the trial end date.
  -The account was charged $99.99 on May 2, 2025, which aligns with our policy and pricing.
  -The subscription was subsequently canceled on May 13, 2025, after the customer contacted us, and no further charges will occur.
  
  We would also like to clarify that:
  -Upon cancellation from the Spocket dashboard, a confirmation email is automatically sent to the users registered email address.
  -At no point prior to May 13, 2025, did our system log a cancellation request or receive an email to cancel the service.
  -All charges are fully compliant with our Terms of Service, which require users to cancel before the trial ends to avoid billing. The customer agreed to these terms at sign-up by checking the confirmation boxes before proceeding.
  
  As such, we must respectfully decline the refund request, as the charge was valid and consistent with our policy.
  
  Warmest regards,
  Mark
  Sr Customer Success Specialist | REMOVED
  

• Initial Complaint

  Date:13/05/2025

  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.

  4/17/2025I did a trial of Spocket Drop Shipping software for $1.99 for 2 weeks. I only used the software for a few hours and saw it was NOT what I was interested in. 05/01/2025 Spocket charged my CC $99.99. I did not sign up for any of their packages. I saw the charge while going thru my credit card statement on 5/13/2025 and contact Spocket Support with their online help. I wanted to verify my account was cancelled and asked for a refund. I was told it would be referred to their Sales.Note: I was charged $99.99 which is for their Empire account.

  

  Business Response

  Date: 14/05/2025

  Hi REMOVED,
  
  Thank you for contacting us and bringing this matter to our attention.
  
  After reviewing your account, I can confirm that you enrolled in a 14-day trial of the Empire monthly plan on April 17, 2025, for $1.99. As indicated during the sign-up process, the trial automatically converts into a paid subscription at $99.99/month unless canceled before the end of the trial period.
  
  Our system did not register a cancellation prior to the billing date of May 1, 2025, which is why the charge was processed as scheduled. When signing up for the trial, users are also informed that all subscriptions are auto-renewing and that payments are non-refundable per our Terms of Service, Section 6.
  
  While we understand your concerns, we must respectfully decline your refund request. The billing was valid based on the terms agreed to during sign-up, and the service was active and available for use until cancellation.
  Your subscription has been canceled to prevent any future charges. If there's anything else we can help you with, feel free to reach out.
  
  Warmest regards,
  Mark
  Sr Customer Success Specialist | REMOVED

  Customer Answer

  Date: 15/05/2025

   
  Complaint: 23322021
  
  I am rejecting this response because:

  After reviewing Spocket's response, I agree to pay the $29.99 but not the $99,99 which was charged to my credit card.  
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 16/05/2025

  Hi REMOVED,
  
  Thank you again for your response.
  
  Wed like to clarify a few important points regarding your account:
  -You signed up for a 14-day trial of our Empire Plan on April 18, 2025, at 01:59 UTC.
  -As stated during the sign-up process, this trial automatically converts to a paid subscription of $99.99/month unless canceled before the trial ends.
  -The trial ended on May 2, 2025, at 01:59 UTC. Because no cancellation was made before this time, your account was correctly charged $99.99 for the first month of the Empire Plan.
  
  We also want to note that Spocket does not offer a $29.99 subscription plan, and the charge you are disputing aligns with the current pricing of the Empire monthly plan selected during sign-up.
  
  Our system requires all users to check a box confirming their agreement to the Terms of Service and Refund Policy before activating any plan. Unfortunately, as per those policies, we are unable to issue a refund for the processed charge.
  
  Your subscription has already been canceled, so there will be no further charges to your account. Please let us know if you have any other questionswere happy to help however we can.
  
  Warmest regards,
  Mark
  Sr Customer Success Specialist | REMOVED
  

  Customer Answer

  Date: 21/05/2025

   
  Complaint: 23322021
  
  I am rejecting this response because: I only used the software for a few hours.  Of all the drop shippers I tested, this is the only one that has any clauses to lock you into a monthly subscription.  I accept the lowest level of $39.99 instead of the Empire level of $99.99.   

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 31/05/2025

  Dear BBB,
  
  Thank you for allowing us the opportunity to respond again regarding REMOVEDKnills complaint.
  We would like to clarify the following final points:
  
  -The customer enrolled in a REMOVEDtrial of the Empire Monthly Plan, which clearly displays a $99.99/month rate at the time of sign-up.
  -To activate the trial, the customer was required to check multiple boxes confirming their understanding that the trial would convert to the full plan if not canceled before May 2, 2025, 01:59 UTC.
  -This was not a locked subscriptionusers may cancel at any time before the trial ends by accessing their billing settings via the Spocket dashboard.
  -The subscription was not canceled during the trial period, and therefore the $99.99 charge processed as scheduled.
  
  While we understand the customer may have only used the platform briefly, activation and non-cancellation of the plan falls under the user's responsibility and is covered in our Terms of Service.
  
  At this time, we must again respectfully decline the refund. The customer did not subscribe to the $39.99 plan, and no such downgrade or request was received before billing occurred.
  
  As a gesture of closure, the account has already been canceled to avoid any future charges. We consider this matter resolved on our end.
  
  Warmest regards,
  Mark
  Sr Customer Success Specialist | REMOVED
  
  

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23322021
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 18/06/2025

  While researching drop shippers for an upcoming blog, on 4/17/2025I I did a trial of Spocket Drop Shipping software for $1.99 for 2 weeks and I only used the software for a few hours and saw it was NOT what I was interested in. Then I noticed on 05/01/2025 Spocket charged my CC $99.99 for the Empire Monthly Plan. I did not sign up for any of their packages. I saw the charge while going thru my credit card statement on 5/13/2025 and contacted Spocket Support with their online help. I wanted to verify my account was cancelled and asked for a refund. I was told it would be referred to their Sales.  Note:I was charged $99.99 which is for their Empire account.  I submitted this to the BBB.

  See attachment
  From the May 21st, 2025 response provided from Spocket:  The statement provided from Spocket, We also want to note that Spocket does not offer a $29.99 subscription plan, and the charge you are disputing aligns with the current pricing of the Empire monthly plan selected during sign up.

  From the attachment provided from Spocket on May 15th,2025:  The monthly billing is $29.99, the 14 day trial period is $0.99 and clearly states that After trial you will pay $29.99/month.

   

  

  Business Response

  Date: 29/06/2025

  Dear REMOVED,
  
  Thank you again for your continued correspondence.
  We understand your concern and appreciate the opportunity to clarify. Upon checking, our records confirm that the Empire Monthly Plan was selected and activated on April 18, 2025 at 01:59 UTC following the trial sign-up. As per Spockets process, unless a trial is cancelled before the expiration date, the subscription automatically upgrades to the selected plan and the billing cycle begins. In your case, the trial concluded on May 2, 2025, and as the account was not cancelled before this, the $99.99 charge was processed accordingly.
  
  We also want to reaffirm that Spocket does not offer a $29.99 plan. The plan you were enrolled in is aligned with the Empire Monthly Plan, which matches the charge in question.
  While we understand that you may have only used the platform briefly, access to the platform was fully granted during the trial and subscription period. Our system requires users to manually cancel the subscription from within their account if they no longer wish to continue, and this process is clearly outlined in our Terms of Service and throughout the sign-up flow.
  
  At this time, the charge stands as valid, and we are unable to offer a refund. That said, your account has been cancelled, and no further charges will occur moving forward.
  
  Should you need any further clarification or assistance, we remain available and happy to help.
  
  Warm regards,
  REMOVEDstart="1587" data-end="1590"> REMOVEDstart="1624" data-end="1627"> REMOVED

• Initial Complaint

  Date:10/04/2025

  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.

  On April 2024, I contacted Spokect due to an annual billing for services of $288 through my REMOVEDaccount. I reached out via REMOVEDto indicate the website was closed Oct 2023 and I was not using their services, and requested a full refund. I indicated that I received no advanced notice of their annual billing and had no recourse to cancel prior to the billing date. They indicated that I needed to cancel via their website and had refused a prorated or full refund. They had a strict refund policy. I reached out to REMOVEDto dispute the service, and they recommended removing the account from my active billing accounts, and I did.On March 2025, REMOVEDAKA Spocket billed REMOVEDfor $288 again. I emailed support to indicate the service was cancelled in 2024 and again NO advanced notice of their billing and no opportunity to reach out to their service to once again make sure they know I had cancelled the service. They responded of their strict refund policy and reiterated that I didn't cancel the account through their website and no refund. I have NO emails from their billing or statement of the amount to be billed for either year. After multiple emails with them, they finally conceded to cancel my account via email. This confirms they CAN cancel via email. I want my $576 refund for 2 years of services I never used. I also reached out to REMOVEDregarding their annual billing again and that they were removed from my active subscriptions. No resolution.

  

  Business Response

  Date: 11/04/2025

  Hi REMOVED,
  
  Thank you so much for your patience, and I hope you're doing well. ??
  
  I completely understand where you're coming from, and I truly appreciate you bringing this to our attention.
  After reviewing your account, I can confirm that you signed up for the Empire Annual Plan on August 18, 2024 at 20:34 UTC. As highlighted during the sign-up process, our annual subscriptions are charged immediately for the full year and do not include a free trialthis is shown clearly on the pricing page at checkout.
  
  For full transparency, Ive included example screenshots below that outline how the subscription process works. To access the annual plan, users must:
  Manually toggle from monthly to annual
  Review the total amount before continuing
  Check the boxes confirming agreement to our Terms & Conditions and Refund & Cancellation Policy
  Complete the sign-up only after actively consenting to these terms
  
  These steps are built in to ensure users are fully informed before completing their subscription.
  We completely understand that this may not be the outcome you were hoping for, and as much as I would love to help further, we must respectfully decline the refund request. Our policy on annual plans is firm, and we do make every effort to communicate these terms clearly prior to purchase.
  
  You can review more details in Section 6 of our Terms and Conditions, which outlines Spockets Fees and Payment Terms.
  That said, Ive gone ahead and confirmed that your account has been canceledso you won't see any further charges going forward.
  
  If theres anything else I can help with, or if youd like help making the most of your remaining time on the plan, Id be happy to assist.
  
  Warm regards,
  Mark
  REMOVEDSpecialist | REMOVED

  Customer Answer

  Date: 14/04/2025

   
  Complaint: 23186960
  
  I am rejecting this response because:  The originally enclosed email from my complaint is dated April 2024.  After finding the billing had processed, in that email, I indicated did not need their services for another year due to the website closure on Oct 2023.  I also indicated that I had NO prior notices of their automatic billing, and given the prior notice, I would have gone into the account to cancel.  It would have completed it and saved 2 years of automatic billing and ALL of this grief and grievance process.  

  I stand with the original complaint.  NO prior notice of the annual billing amount or date.  NO ability to cancel the account prior to the billing date.  NO recourse for refund.  REMOVEDwas given my cancellation notice the DAY it processed in my account for 2024 & again in 2025.  I didn't break any refund policy, if I didn't have any notice to cancel before their annual billing.

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 15/04/2025

  Hi REMOVED,
  
  Thank you again for your response and for providing important clarifications. I truly understand how upsetting this experience must be, and I want to ensure your concerns are fully addressed with accuracy and care.
  
  Upon review, your original subscription to the Professional Annual Plan was initiated on March 24, 2023 at 07:36 UTC.
  
  When subscribing to the Professional Annual Plan, the checkout flow required confirmation of two important items before proceeding:
  -That yearly plans do not include a trial period.
  -That the full annual amount would be charged immediately upon sign-up.
  
  As shown in the attached example of our checkout process, users must manually:
  -Toggle from Monthly to Yearly plans,
  -Acknowledge our Refund & Cancellation Policy, and
  -Agree to the Terms of Service and Privacy Policy before the Upgrade button becomes active.
  
  We understand your concern about not receiving a renewal reminder prior to billing. While auto-renewal is clearly outlined in our Terms of Service and agreed to upon sign-up, we recognize how a renewal notification would have been helpful in your case. This feedback has been shared with our internal teams for consideration in future improvements.
  
  That said, because the plan was manually selected and consented to through a gated process, and the cancellation request came only after the renewal was processed, we must respectfully uphold our no-refund policy for annual subscriptions, as outlined in Section 6 of our Terms & Conditions.
  
  Your account is now canceled, and no further renewals will occur. We appreciate your understanding, and should you choose to return to Spocket in the future, we would be happy to offer you a discount code to ease the transition backjust let us know.
  
  Thank you again for your time and for giving us the opportunity to review your case carefully.
  Warm regards,
  Mark
  REMOVEDSpecialist | REMOVED

  Customer Answer

  Date: 16/04/2025

   
  Complaint: 23186960
  
  I am rejecting this response because:  I formally express my dissatisfaction with their billing and refund practices. Despite multiple email requests in 2024 and 2025 to cancel my services and request a refund due to your website's closure in October 2023, I have consistently received responses that fail to address my concerns.
  Specifically, I have repeatedly highlighted the following issues:
  * Improper Notice of Billing Dates: You do not provide adequate reminders of billing dates, effectively requiring customers to remember the annual due date without assistance.
  *Complicated Cancellation Process: While your policy insists that cancellations must be completed through your website, my experience demonstrates that cancellation via email is also possible. However, this option is only offered after complaints are escalated to regulatory bodies such as the Better Business Bureau and the FTC.
  *No Recourse for Overpayment: Despite clear indications that I no longer wish to continue services and have not utilized them since October 2023, your strict "No Refund" policy remains in place. This lack of flexibility is both unreasonable and indicative of poor customer service.
  It is deeply disappointing that instead of addressing my legitimate concerns, your responses have only reiterated your appreciation for my business and emphasized your policy without resolution. I believe these practices to be unfair and a disservice to customers who deserve transparency and respect.

  Without proper resolution to address my concerns promptly and financially in the amount of $576 refund for 2024 & 2025 charges, I will have no choice but to pursue further action to ensure fair treatment. I will seek legal council. 

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 16/04/2025

  Hi there! 
  
  Thank you for your continued feedback. I sincerely regret that our previous responses have not met your expectations, and I want to assure you that weve conducted a full review of your case to ensure transparency and fairness.
  We understand your concerns regarding billing notifications, cancellation policies, and refund eligibility. Id like to provide a final summary of the key points:
  
  Your subscription to the Professional Annual Plan was confirmed on March 24, 2023. At that time, you manually:
  -Toggled to the Yearly plan (billed at $288),
  -Agreed to our Refund & Cancellation Policy, which includes auto-renewal terms,
  -Accepted the Terms of Service, which outline that Spocket subscriptions are recurring unless canceled through the platform.
  These steps are required before activation, and screenshots were provided in our earlier message to demonstrate the consent process.
  
  We acknowledge that you reached out post-renewal in March 2025 to cancel and request a refund. However, both of these messages were sent after the renewal had already been processed.
  As outlined in our Terms, canceling a subscription must be done manually prior to the renewal date within your account dashboard. While we may accommodate email-based requests in rare cases (typically involving extenuating circumstances or regulatory escalations), our system cannot retroactively cancel or refund a charge once it has been processed and acknowledged through our checkout flow.
  
  Spocket's Refund Policy for annual plans is firm: once an annual subscription renews, the charge is final and non-refundable. This is standard among REMOVEDplatforms and is made visible prior to payment.
  You have not used the Spocket platform since late 2023, which we understand, but usage is not required to sustain the chargesubscriptions remain active unless manually canceled.
  
  We respect your right to seek additional review through any regulatory or legal channels. However, from our side, this matter has been reviewed in accordance with our published terms and procedures, and we are unable to provide a refund for the 2024 and 2025 charges.
  Your subscription has now been fully canceled, and no further renewals will occur.
  
  Thank you again for having used Spocket. While this outcome may not be what you hoped for, we truly wish you the best in your future endeavors.
  
  Warmest regards,
  Mark
  Sr Customer Success Specialist | REMOVED

• Initial Complaint

  Date:06/03/2025

  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 tried there free trial and before the end of the free trial I tried to cancel it i couldn't cancel the trial on there site so I emailed there support desk the support desk email just keeps coming back saying undeliverable They then took $100.00 out of my account and I still can't cancel my memeber ship

  

  Business Response

  Date: 07/03/2025

  Hi there!
  
  I trust this message finds you well, and we sincerely appreciate your patience. ??
  
  We would like to provide clarification regarding your Spocket account, registered under REMOVEDwith the store "REMOVED." The trial period for your account ended on "February 19, 2025 17:18 UTC." Unfortunately, the subscription remained active beyond the trial period due to the absence of a cancellation request prior to the trials conclusion, which allowed the plan to renew automatically.
  
  For your reference, we have enclosed an example of the checkout page, where users are required to acknowledge our Refund and Cancellation Policy, as well as our Terms and Conditions, by ticking the respective boxes before proceeding with the trial period.
  
  Should you require further assistance or clarification, we kindly invite you to reach out to our support team at REMOVEDWe are more than happy to assist you with any questions or concerns.
  
  We greatly appreciate your understanding and cooperation, and we look forward to your response.
  
  Sincerely,
  Mark
  Customer Success Specialist - REMOVED

• Initial Complaint

  Date:04/02/2025

  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.

  On Jan 31, 2025, i created an account at REMOVED. I added my credit card and started teh 14 day free trial . On the same day i was charged $REMOVEDUSD. This wasnt just an authorization , but an actual charge, which is still currently on my statement as posted. I contacted chat support and got the run around . Chat support was incompetent, so moved to email support. Email support ran the same games as chat offering 20 percent refund etc . They even stated my trial ran out on Feb 14 , 2025 so i was charged ?? Today's date is Feb 4, 2025!! For clarification. I opened the account , started trial , charged REMOVED, deleted account, request refund all on Jan 31, 2025. The refund policy clearly states within the 14 day trial period.. Spocket refuses to comply and give me the run around.

  

  Business Response

  Date: 04/02/2025

  Hi there!
  
  I trust this message finds you well, and we sincerely appreciate your patience.
  
  We would like to provide clarification regarding your Spocket account, registered under "REMOVED. 
  
  An example checkout page is provided below for users to view:
  
  We have carefully outlined the steps necessary to complete the sign up process for our Annual plans. For your ease of reference, please find attached screenshots and instructions. We hope that this does not cause any inconvenience.
  REMOVED; --tw-ring-inset: var(--tw-empty, ); --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59, 130, 246, 0.5); --tw-ring-offset-shadow: 0 0 #REMOVED; --tw-ring-shadow: 0 0 #REMOVED; -webkit-font-smoothing: antialiased;">
  REMOVED; --tw-ring-inset: var(--tw-empty, ); --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59, 130, 246, 0.5); --tw-ring-offset-shadow: 0 0 #REMOVED; --tw-ring-shadow: 0 0 #REMOVED; -webkit-font-smoothing: antialiased;">By default, our pricing plan page is set on the monthly subscription page, allowing you to first try our free trials before signing up for our paid plans. To subscribe to our Annual plan, you must toggle from "monthly" to "annual" as illustrated on the enclosed file:
  
  Please see the example of the pop-up notification that requires you to supply your details in order to finalize the sign-up process. It is a prerequisite that you consent to an annual billing before proceeding.
  
  This includes our Refund and Cancellation Policy and requires your agreement to our Terms and Conditions by ticking the tick boxes before the green button will be enabled, thus allowing you to upgrade to the desired annual plan.
  
  For your reference, we have enclosed an example of the checkout page, where users are required to acknowledge our Refund and Cancellation Policy, as well as our Terms and Conditions, by ticking the respective boxes before proceeding with the trial period.
  
  Should you require further assistance or clarification, we kindly invite you to reach out to our support team at REMOVED. We are more than happy to assist you with any questions or concerns.
  
  We greatly appreciate your understanding and cooperation, and we look forward to your response.
  
  Sincerely,
  Mark
  Customer Success Specialist - REMOVED

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22897818
  
  I am rejecting this response because Spocket is not replying to the complaint. The same day i made the charge for the entire year ($288)i decided to cancel . This was within the 14 day trial . This was on the very first day of the trial period. To clarify. , i opened the account , started trial, charged the entire year, and cancelled my decision all within a matter of hours on the same day. DOes this not qualify for a refund? All transactions were on jan 31 2025 .
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 05/02/2025

  Dear Better Business Bureau Representative and Mr. REMOVEDyou for the opportunity to address your concerns regarding the billing and cancellation of your annual subscription on January 31, 2025. We take customer feedback very seriously and wish to provide a clear timeline and explanation of our processes, policies, and the resolution we have offered.
  
  Timeline & Summary of Communications
  January 31, 2025 :
  -You signed up for a Spocket account using the email REMOVEDand initiated what you understood to be a trial.
  -Shortly after, you requested to cancel your subscription and stated that you had been charged $288 for an annual planall within the same day.
  January 31, 2025 (Following Your Request):
  -Our team REMOVEDand JD) promptly acknowledged your cancellation request and presented alternative solutions, including offering a free month to help you evaluate our service.
  -You then communicated your preference to cancel the annual plan and receive a refund of the $288 charge, so that you could try a one-month plan instead.

  February 23, 2025:
  -We clarified that our annual subscriptions are billed immediately upon sign-up because they do not include a free trial period, given the heavily discounted rate.
  -Our checkout process clearly requires selecting the annual plan (by toggling from the default monthly option), and the associated Refund and Cancellation Policy is acknowledged at that time.
  -Despite your cancellation, the annual plan remained active, making it subject to our non-refundable policy.
  
  February 4, 2025:
  -In our most recent communication, we reiterated that annual subscriptions do not include a trial period and confirmed that, as per our policy, refunds for annual plans are not provided.
  -As a gesture of goodwill and in our continued efforts to resolve this matter, we extended an offer for a 50% refund of the charged amount ($144).
  
  Our Policy & Position
  Annual Plan Billing:
  -When you signed up, you actively selected the annual plan by switching from the default monthly option. This process required your acknowledgment of our Refund and Cancellation Policy, which clearly states that annual subscriptions are non-refundable.
  Trial Period Clarification:
  -While our monthly plans offer a 14-day trial period, annual subscriptions do not include this trial period, as the full annual fee is processed immediately upon confirmation.
  Goodwill Resolution:
  -Although our policy indicates that annual subscriptions are non-refundable, we have offered a 50% refund as a gesture of goodwill, aiming to address your concerns while still adhering to our established terms.
  
  Ongoing Communication
  -Please note that we are actively communicating with you through our email and chat channels to resolve this matter as swiftly as possible. For the best resolution and to ensure that your concerns are fully addressed, we kindly request that you respond to our emails. This will help us ensure that we are both on the same page and can move toward a prompt and amicable resolution.
  
  Sincerely,
  Mark
  Senior Customer Success Specialist
  REMOVED

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 22897818
  
  Can you show me where it states annual subscriptions are non-refundable?
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 11/02/2025

  Hi REMOVEDand BBB,
  
  Thank you for your inquiry. Our policies clearly state that annual subscriptions are non-refundable. Please refer to the following documents for full details:
  
  Terms of Service: REMOVED
  Refund Policy: REMOVED
  
  These documents outline that annual subscription fees, due to their heavily discounted nature, are non-refundable. If you need any further clarification, please let me know!
  
  Sincerely,
  Mark
  Senior Customer Success Specialist, REMOVED

  Customer Answer

  Date: 11/02/2025

   
  Complaint: 22897818
  

  People make mistakes and click the wrong thing exp if they are not familiar with your website and how things work . I was charged by mistake , never used the product, and cancelled the account right away. This is bad business and a form of fraud . Please refund the $288 usd to end this complaint.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 11/02/2025

  Hi there!
  
  Thank you for your feedback. We regret that youre dissatisfied with your experience. However, our records indicate that when you signed up for the annual subscription, you acknowledged our Terms of Service and Refund Policy. These documents clearly state that annual subscriptions are non-refundable due to the heavily discounted pricing.
  
  We understand that navigating our website can be challenging, and mistakes may happen. That said, the non-refundable nature of annual subscriptions is disclosed during the sign-up process. As such, we are unable to refund the $288 USD charge.|
  
  We appreciate your understanding and remain available to address any further questions you might have.
  
  Sincerely,
  Mark
  Senior Customer Success Specialist
  Terms of Service: REMOVED
  Refund Policy: REMOVED

  Customer Answer

  Date: 12/02/2025

   
  Complaint: 22897818
  Thank you for your response. However, I must respectfully reject your reasoning regarding the non-refundable nature of the annual subscription.
  While I understand that your Terms of Service and Refund Policy were disclosed at the time of purchase, I believe the circumstances surrounding this transaction warrant reconsideration. The fact remains that I did not receive the value or service that was expected, and I have made several attempts to resolve this matter amicably.
  The $288 USD charge is a significant amount, and I do not believe that a one-time, non-refundable policy should negate my right to a fair resolution, especially when the service provided does not meet the promised standards. As such, I will continue to pursue all necessary actions, including seeking further assistance from the Better Business Bureau and exploring other legal avenues, until I am fully refunded.
  I would appreciate it if you would reconsider your stance on this matter. However, if this is not possible, I will be forced to escalate my efforts to ensure that this issue is addressed.
  Thank you for your attention, and I hope to resolve this matter swiftly.

  REMOVED

  

  Business Response

  Date: 14/02/2025

  Dear REMOVED,
  
  Thank you for your detailed feedback. We understand your concerns regarding the $288 charge and that you feel you did not receive the value or service expected. We truly regret the frustration this situation has caused.
  
  While our Terms of Service and Refund Policy indicate that annual subscriptions are non-refundable, we value you as a customer and want to work with you toward a fair resolution. As a gesture of goodwill, we would like to offer you a refund of 20% of the annual subscription feeequating to $57.60 USD.
  
  If you would like to accept this offer, please send us an email at REMOVEDso that we can initiate the refund process smoothly and promptly.
  
  Thank you for your understanding, and I look forward to your response.
  
  Sincerely,
  Mark
  Senior Customer Success Specialist

• Initial Complaint

  Date:13/01/2025

  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 canceled my subscription to this company around 11/20/2024. Since then I have been charged $39.99 on Dec 4, 2024 and again on January 1st, 2025. Now today when grabbing info for this composting complaint I found it reactivated. I want my account closed completely and refunded those two amounts. It is very difficult to find a way to contact this company. They do not make it it easy to find the information necessary to close your account, get customer support or find their location. They did not provide confirmation it was closed, I want confirmation it is closed this time.

  

  Business Response

  Date: 03/02/2025

  Hi there!
  
  I trust this message finds you well, and we sincerely appreciate your patience. ??
  
  We would like to provide clarification regarding your Spocket account, registered under REMOVED with the store REMOVED. The trial period for your account ended on "June 08, 2024 00:19 UTC." Unfortunately, the subscription remained active beyond the trial period due to the absence of a cancellation request prior to the trials conclusion, which allowed the plan to renew automatically.
  
  For your reference, we have enclosed an example of the checkout page, where users are required to acknowledge our Refund and Cancellation Policy, as well as our Terms and Conditions, by ticking the respective boxes before proceeding with the trial period.
  
  Rest assured, the subscription has been cancelled already and should not get any further charges.
  
  Should you require further assistance or clarification, we kindly invite you to reach out to our support team at REMOVEDWe are more than happy to assist you with any questions or concerns.
  
  We greatly appreciate your understanding and cooperation, and we look forward to your response.
  
  Sincerely,
  Mark
  Customer Success Specialist - REMOVED

• Initial Complaint

  Date:03/01/2025

  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.

  In August I purchased an annual subscription for services to aide in selling product on REMOVED. In November, Spocket cancelled their API with REMOVED, no longer allowing to sell with REMOVEDmaking my subscription invalid and useless. The company turned off my account and refuses to refund me for the 8 months of the annual subscription that I paid up front in August.

  

  Business Response

  Date: 04/02/2025

  Hi there!
  
  I trust this message finds you well, and we sincerely appreciate your patience. ??
  
  We would like to provide clarification regarding your Spocket account, registered under "REMOVED. 
  
  An example checkout page is provided below for users to view:
  
  We have carefully outlined the steps necessary to complete the sign up process for our Annual plans. For your ease of reference, please find attached screenshots and instructions. We hope that this does not cause any inconvenience.
  REMOVED; --tw-ring-inset: var(--tw-empty, ); --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59, 130, 246, 0.5); --tw-ring-offset-shadow: 0 0 #REMOVED; --tw-ring-shadow: 0 0 #REMOVED; -webkit-font-smoothing: antialiased;">
  REMOVED; --tw-ring-inset: var(--tw-empty, ); --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59, 130, 246, 0.5); --tw-ring-offset-shadow: 0 0 #REMOVED; --tw-ring-shadow: 0 0 #REMOVED; -webkit-font-smoothing: antialiased;">By default, our pricing plan page is set on the monthly subscription page, allowing you to first try our free trials before signing up for our paid plans. To subscribe to our Annual plan, you must toggle from "monthly" to "annual" as illustrated on the enclosed file:
  
  Please see the example of the pop-up notification that requires you to supply your details in order to finalize the sign-up process. It is a prerequisite that you consent to an annual billing before proceeding.
  
  This includes our Refund and Cancellation Policy and requires your agreement to our Terms and Conditions by ticking the tick boxes before the green button will be enabled, thus allowing you to upgrade to the desired annual plan.
  
  For your reference, we have enclosed an example of the checkout page, where users are required to acknowledge our Refund and Cancellation Policy, as well as our Terms and Conditions, by ticking the respective boxes before proceeding with the trial period.
  
  Should you require further assistance or clarification, we kindly invite you to reach out to our support team at REMOVEDWe are more than happy to assist you with any questions or concerns.
  
  We greatly appreciate your understanding and cooperation, and we look forward to your response.
  
  Sincerely,
  Mark
  Customer Success Specialist - REMOVED

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22761701
  
  I am rejecting this response because: I didnt receive a response.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 05/02/2025

  Dear Better Business Bureau Representative and Ms. REMOVEDyou for the opportunity to address your concerns regarding your annual subscription with Spocket. We take customer feedback very seriously and would like to provide further clarification and details regarding our communications and the solutions we have offered.

  Summary of Communications

  Subscription Acknowledgment:
  In August, when you enrolled in our annual subscription, the checkout process required you to acknowledge our Refund and Cancellation Policy as well as our Terms & Conditions.
  This process clearly indicated that refunds are not provided for annual subscriptions.

  Discontinuation of Amazon Integration:
  In November, Spocket discontinued its Amazon API integration. Despite our best efforts to maintain this functionality, the limitations imposed by REMOVEDnecessitated the removal of this integration from our platform.
  Our team communicated that this change was beyond our control and is a result of external limitations on Amazons side.

  Ongoing Communications:
  We have sent multiple follow-up emails to the address registered with your account REMOVEDOur records show that detailed explanationsincluding screenshots and step-by-step instructionswere provided to clarify the sign-up process and the policies you agreed to.
  Most recently, our Senior Customer Success Specialist, Me, confirmed via email that our strict no-refund policy applies and apologized for any inconvenience caused.

  Alternative Solutions Offered:
  Understanding the challenges caused by the removal of the Amazon integration, we have proactively offered the following alternatives to ensure you continue to receive the service you paid for:

  Subscription Transfer Option:
  We offered you the option to transfer your annual subscription to a new account linked to a different store platform. This will allow you to continue utilizing our services without disruption. The available platforms include:
  REMOVED
  BigCommerce
  Wix
  WooCommerce
  Squarespace
  Square
  Ecwid
  eBay
  Once you confirm that this solution works for you, we will promptly guide you through the process of setting up your new account and transferring your plan.

  
  Clarification on Amazon Integration:
  Our Senior Customer Support Specialist, Edrielle, explained that REMOVEDis no longer available as an integration option on Spocket due to challenges and limitations imposed by REMOVED. This development has allowed us to refocus our efforts on strengthening our relationships with other platforms and exploring new opportunities to enhance the value of our service.

  
  Our Position
  While we understand the inconvenience this situation has caused, the terms you agreed to at the time of subscriptionincluding the no-refund policyremain in effect. We have made every effort to provide clear communication and offer viable alternatives to continue serving your business needs.
  We remain committed to transparency and customer satisfaction. Should you require further clarification or wish to explore the offered solutions, please do not hesitate to contact us.

  
  Thank you for your attention and understanding.

  
  Sincerely,

  Mark
  Senior Customer Success Specialist
  REMOVED

  
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 22761701
  
  I am rejecting this response because: linking my account to another platform would cost me more money since I do not have a store with any of those platforms.  I purchased Spocket to link with Amazon.  It no longer performs the functionality that I purchased it for.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 20/02/2025

  Dear Ms. REMOVEDyou for your response. We understand that you purchased Spocket specifically to integrate with REMOVED, and we deeply regret that the discontinuation of Amazons API has deprived you of the functionality you expected.
  
  Due to changes in Amazon's API policies, we were forced to discontinue the integration, which is why we have offered the option to transfer your subscription to another supported platform. We understand, however, that linking your account to another platform is not a viable option for you if you do not have a store on any of those channels.
  
  We value you as a customer and take your concerns very seriously. While our Terms of Service and Refund Policy state that annual subscriptions are non-refundable, we also recognize that the loss of functionality has significantly impacted your ability to use our service as intended. With that in mind, we are willing to revisit your case and explore a billing adjustment to help offset this issue.
  
  Please let us know if you are open to discussing a fair billing adjustment or any alternative resolution that may better reflect the diminished value of the service you received. We are committed to working with you toward a solution that acknowledges your concerns.
  Sincerely,
  Mark
  Senior REMOVEDstart="1311" data-end="1314">Spocket

  Customer Answer

  Date: 24/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and once I receive information about the reimbursement, I will be able to respond if this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 10/03/2025

  In the resolution for this complaint it was stated that I would receive some sort of refund, that has not happened and the company has not tried to contact me to rectify this issue. Please reopen the claim.

  

  Business Response

  Date: 10/03/2025

  Dear Ms. REMOVEDsincerely appreciate your patience and the opportunity to address your concerns further. I understand that there may have been some confusion regarding the resolution of your case, and I truly regret any inconvenience this has caused.
  As mentioned previously, while Spocket's Terms of Service indicate that annual subscriptions are non-refundable, we recognize the impact that the loss of Amazon integration has had on your experience. In light of this, we would like to offer you two options as a goodwill gesture:
  
  1?? A 20% refund of your subscription fee
  2?? Alternatively, we can reinstate your monthly plan and add a free month to allow you additional time to explore Spockets offerings on other supported platforms.
  
  Please let us know which option you prefer, and we will process it accordingly. For a smooth resolution, kindly reply to this email or reach out to our support team at REMOVED.
  
  Once again, we value you as a customer and appreciate the opportunity to work towards a fair resolution. Looking forward to your response.
  Best regards,
  
  REMOVEDstart="1436" data-end="1439"> REMOVEDstart="1473" data-end="1476"> Spocket

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 22761701
  
  I am rejecting this response because: I was sold an annual subscription for the price of $684.  Four months into the subscription it became useless when the REMOVEDto Amazon (to which I had my store) was terminated.  REMOVEDfor REMOVEDthen cancelled my entire account with REMOVEDmaking it impossible to do anything else.  They refused to engage with me via email and/or phone to resolve my issue forcing me to work with them via chat - waiting anywhere from 24 to 72 hours for a response.  Still to this day my account (which I paid for 12 months months of activation for and should not expire until 8/16/25) is inactivated.  I believe this is the definition of theft.   I would like to be reimbursed for the 8 months of the subsciption that cannot be used due to the terminated REMOVED.  

  I understand that Spocket has a no refund policy, however, I think the manner in which this has been handled - including prematurely terminating/inactivating an account that I prepaid 12 months access for justifies a reimbursement.

  I would like to see a reimbursement of $456 to my original form of payment before closing out this BBB complaint.

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 12/03/2025

  Dear Ms. REMOVEDyou for your patience and for taking the time to share your concerns. We truly regret that the discontinuation of Amazon's API has affected your experience with Spocket, and we sincerely appreciate the opportunity to work toward a resolution.
  
  While our Terms of Service state that annual subscriptions are non-refundable, we acknowledge that the circumstances surrounding your case are unique. We understand your frustration, particularly regarding the unexpected impact on your ability to use Spocket as intended.
  
  In recognition of this, we would like to offer you a 50% refund of your subscription fee, as a goodwill gesture.
  If you would like to proceed with this refund, please confirm, and we will begin processing it accordingly. For a smooth resolution, kindly reply to this email or reach out to our support team at REMOVED.
  We appreciate your patience and your business, and we hope to bring this matter to a fair resolution. Please let us know how youd like to proceed.
  
  Best regards,
  REMOVEDstart="1282" data-end="1285"> REMOVEDstart="1319" data-end="1322"> Spocket

  Customer Answer

  Date: 13/03/2025

   
  Complaint: 22761701
  
  I am rejecting this response because: it doesn't state what amount in dollars they are refunding and how the refund will be received along with when.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 21/03/2025

  Dear Ms. REMOVEDyou for your response. We appreciate your patience as we work toward a resolution.
  
  To clarify, we are offering a 50% refund of your annual subscription fee, which amounts to $342 USD. This refund will be processed back to your original form of payment.
  
  Once you confirm acceptance of this offer, we will initiate the refund, and you can expect to see the amount reflected in your account within 5-10 business days, depending on your financial institution.
  Please let us know if you agree to proceed with this resolution, and we will process the refund accordingly.
  
  Best regards,
  REMOVEDstart="769" data-end="772"> REMOVEDstart="806" data-end="809"> Spocket

  Customer Answer

  Date: 24/03/2025

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

• Initial Complaint

  Date:30/12/2024

  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.

  Cancelled the renewal on day of as the company did not issue the auto renewal notice to us as required and will not work with us to refund as we cancelled as of the renewal date and no service was provided.

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau Representative and REMOVED,
  
  Thank you for the opportunity to address your concerns regarding your Spocket subscription renewal. We take customer feedback seriously and wish to clarify the situation based on our records and the communications exchanged with you.
  
  Account and Transaction Details
  -Our records show that the transaction in question was processed under the email address REMOVEDnot REMOVED.
  -The subscription associated with the email REMOVEDwas for an annual plan, and the renewal charge reflects the full-year subscription fee.
  -When you reached out regarding this matter, our support team confirmed that the auto-renewal for the subscription had been cancelled. This means that while your service remains active until the end of the paid period, no further charges will be applied after the current subscription term expires.
  It appears from our records that the cancellation was successfully processed via REMOVED
  
  Timeline and Communication Summary
  January 10, 2025:
  You contacted us via chat requesting assistance regarding your account. You mentioned that the account associated with REMOVEDhad been charged, but our records indicate that the subscription is linked to REMOVED.
  Our representative, REMOVED, clarified the correct email associated with the transaction and explained that the account remains active for the period already paid for.
  
  January 11, 2025:
  You raised concerns that paying for a full year and then being asked to sign up again creates a scenario of double charging.
  Our support team reiterated that a full-year subscription ensures uninterrupted access to our services until the subscription period ends.
  January 1317, 2025:
  We continued to follow up with you to offer further assistance and ensure all your concerns were addressed.
  Our records confirm that no further charges have been applied beyond the renewal fee, and the auto-renewal has been cancelled as per your request.
  
  Our Policy and Our Offer
  Our auto-renewal process is governed by the Terms and Conditions agreed upon during sign-up. These terms clearly state that:
  Auto-renewals will occur unless cancelled by the customer.
  -As a gesture of goodwilland to add additional value to your subscriptionwe offered an extra free month on your current plan. This is intended to provide you with more time to fully evaluate our services.
  -Since your subscription is fully paid for the current year, you continue to have access to the service until the end of the subscription period, and no duplicate charges will occur.

  Next Steps
  Account Status:
  The subscription associated with REMOVEDremains active until the end of the paid period. The auto-renewal has been cancelled (and processed via REMOVED), so no further charges will be applied.
  Further Assistance:
  We remain committed to resolving any additional concerns you might have. If you need further clarification or wish to discuss this matter directly, please contact us via our live chat or email us at REMOVED.
  Ongoing Communication:
  We are actively available to work with you toward a resolution and to ensure you receive the support you need.
  
  We appreciate your understanding and the opportunity to clarify these matters. Thank you for giving us the opportunity to address your concerns.
  
  Sincerely,
  Mark
  Senior Customer Success Specialist
  REMOVED

• Initial Complaint

  Date:30/12/2024

  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.

  spoket, REMOVEDthis company uses REMOVEDand when I had a shopofy accout for 3 months i closed it back in May well Spoket has been drafting my credit card sREMOVEDe May and i found out from my credit card being Over the Limit. I called them at REMOVEDand the number does not work so i signed on my computer and found them to inform them of the theft only to be told they will get back once they send the request to REMOVEDthese people have stole from me sREMOVEDe may 2025 REMOVEDa month and i have no store and have not drop ship nothing through them. I want refund and account closed and cancel stop drafting my card REMOVED

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau Representative and Ms. REMOVED,
  
  Thank you for the opportunity to address your concerns regarding the charges and account cancellation issues related to your Spocket subscription. We take customer feedback seriously and would like to clarify the situation based on our records and the communications exchanged with you.
  
  Account and Subscription Details
  -Our records show that your Spocket account is registered under the email REMOVED.
  -According to our records, you signed up for a trial period that ended on March 23, 2024. After the trial period ended, the paid subscription was activated as per the terms and conditions you agreed to at sign-up.
  -Subscriptions continue and renew on a monthly basis until they are explicitly cancelled from within your account.
  
  Timeline Summary and Communication
  Initial Inquiry (December 25, 2024):
  -You contacted our support requesting a refund and cancellation, stating that you had closed your Shopify store and no longer use Spocket.
  -Our support representative, REMOVED, explained that closing your REMOVEDstore does not cancel your Spocket subscription and provided instructions on how to cancel the account.
  -You reiterated that you did not have an active account and expressed frustration with the recurring charges.
  Follow-Up (December 2526, 2024):
  -We escalated your cancellation request to our Accounts Team and provided further guidance.
  -You were informed that any ongoing charges were in accordance with the active subscription since the trial ended.
  Additional Communication (January 2025):
  -Our senior support team, including Syngyn and Edrielle, continued to follow up on your concerns and requested further details regarding your store status.
  -On January 3, 2025, we confirmed that the account associated with REMOVEDwas in active status until cancellation instructions were followed.
  -We have maintained open communication channels via email and chat to assist you and have kept your ticket open for further support.
  
  Refund and Cancellation Policy
  -Our Refund and Cancellation Policy, as well as our Terms and Conditions, are provided during the sign-up process. These documents state that:
  --Once a trial period ends and a paid subscription is activated, the subscription fees become non-refundable.
  --Subscriptions automatically renew until cancelled; cancelling prevents future charges but does not retroactively refund renewal charges that were processed in accordance with the agreed-upon terms.
  -Based on our records, the monthly charges were processed after your trial period ended, and your subscription continued until you initiated the cancellation process.
  -As a result, the charges incurred since the trial ended have been processed according to our policies.
  
  Current Status and Next Steps
  Account Cancellation:
  We have processed your cancellation request for the account associated with REMOVED. No further charges will be applied.
  Refund Request:
  While we understand your frustration regarding the charges after you closed your REMOVEDstore, our policies indicate that fees incurred after the trial period are non-refundable.
  Your refund request is subject to our review process; however, based on the terms agreed upon at sign-up, we are unable to issue a refund for charges processed after the trial ended.
  Ongoing Communication:
  We are actively communicating with you via email and chat to resolve your concerns. For a prompt and efficient resolution, we kindly ask that you respond directly to our emails at REMOVEDThis will help ensure that we address any remaining questions or issues as quickly as possible.
  
  We appreciate your understanding and the opportunity to clarify these matters. If you have any further questions or require additional information, please do not hesitate to contact us.
  
  Sincerely,
  Mark
  Senior Customer Success Specialist
  REMOVED