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: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.

  I have subscribed to Empire plan with Spocket since July 2024 but I haven't used it. So I have decided to cancel my subscription. I have canceled it in the week of December 9 before my monthly subscription renews on December 21 but regardless my credit card still has been charged $99USD for the renewal even I didn't have an Empire plan, the screenshot sent to Spocket, clearly shows their that I have their no fee Basic plan but I have been charged for the Empire plan. I have exchanged messages with their support team through chat, there is no available email or phone number to contact the company. They always delay their responses and asking me if the store has been disabled but I'm not able to disable or disconnect it on their website.

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau Representative and Ms. REMOVEDyou for the opportunity to address your concerns regarding your Spocket subscription, billing, and account cancellation. We take customer feedback very seriously and would like to clarify the situation based on our records and the communications exchanged with you.
  
  Account Overview & Email Addresses
  Our records indicate that there are two email addresses associated with your Spocket accounts:
  -REMOVED
  -REMOVED
  
  Important Clarification:
  -The cancellation you referenced in your screenshots was processed for the account under REMOVEDin July 2024.
  -However, the billing dispute and subsequent renewal for the Empire plan relate to the account under REMOVEDThis account was not cancelled before the renewal cycle, which is why the Empire plan charge appeared on your credit card.
  
  Timeline Summary
  -July 2024 Cancellation for Gmail Account:
  --On July 20, 2024, you contacted us via chat from the account associated with REMOVEDrequesting cancellation. Our team processed that cancellation, and no further charges were applied to that account.
  
  -December 2024 Cancellation Request via Yahoo Account:
  --On December 22, 2024, you requested cancellation from the REMOVEDaccount. During this conversation, you indicated that your credit card was charged despite your cancellation request.
  --Our records show that, for the REMOVEDaccount, the trial period ended and the subscription renewedresulting in the charge for the Empire plan.
  --Throughout the December 2024 and subsequent communications, our support team explained that because the cancellation was not completed on the REMOVEDaccount before renewal, the renewal charge was processed.
  
  -January February 2025 Follow-Up and Final Confirmation:
  --In follow-up communications, we confirmed that the active subscription under REMOVED(including the Empire plan for the Greenst store) was cancelled as of January 1, 2025.
  --On February 4, 2025, we reiterated that both store subscriptions under the REMOVEDaccount had been cancelled and no further charges will be made. Our records also show that the My Store account (under REMOVED) was cancelled on December 26, 2024.
  --We have been actively communicating with you via chat and email throughout this process. Our team has advised you to respond to our emails so we can continue to work toward a resolution.
  
  Refund & Cancellation Policy
  -Our Refund and Cancellation Policy and Terms & Conditions are presented during the sign-up process for each account. These policies explain that:
  Subscription fees are non-refundable once a renewal charge has been processed.
  -Cancelling a subscription prevents any future charges; however, it does not retroactively cancel charges that occur if the cancellation is not completed before the renewal cycle.
  Based on these policies and the account activity on the REMOVEDaccount, the renewal charge for the Empire plan was processed in accordance with the terms you agreed to at sign-up. While we regret any inconvenience this may have caused, we must adhere to our stated policies.
  
  Our Commitment & Next Steps
  
  -Account Status: Both your accountsunder REMOVEDand REMOVEDhave now been fully cancelled, and no further charges will occur.
  -Billing Dispute: We understand your frustration regarding the renewal charge on the REMOVEDaccount. Although our policy does not provide for a refund after a renewal charge has been processed, we continue to review your concerns.
  Ongoing Communication: We are actively communicating with you via email and chat. For a more efficient resolution, please respond directly to our emails at REMOVEDThis will help us ensure that we are both on the same page as we work toward an amicable resolution.
  Thank you for your time and understanding. We remain committed to resolving your concerns as fairly as possible within the guidelines of our policies.
  Sincerely,
  
  Mark
  Senior Customer Success Specialist
  REMOVED

• Initial Complaint

  Date:27/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Spocket, regarding their failure to deliver promised services, refusal to issue a refund, and inadequate resolution of the issue.On October 31, 2024, I subscribed to Spockets service, paying $288.00 USD for a subscription. Spocket committed to providing seamless access to reliable dropshipping suppliers and functional integration for my e-commerce store. However, throughout my subscription period, the platform was entirely non-functional, preventing me from accessing the promised features or deriving any value. Consequently, I cancelled my subscription before it expired, given the services failure to deliver on its commitments.Nature of the Dispute 1. Failure to REMOVEDSpocket's platform was non-operational during my subscription period, making the service unusable for its intended purpose.2. Refusal of Refund: Despite the cancellation and the non-delivery of services, Spocket refused to issue a refund, citing their rigid refund policy.3. Unresolved Customer Concerns: Repeated attempts to resolve the issue with Spockets customer support were unsuccessful. Their response did not adequately address the platforms failure or my refund request.Resolution Attempts I reached out to Spockets customer support multiple times, explaining the lack of functionality, my decision to cancel the subscription, and my request for a refund. However, their representatives denied my refund request. Their suggestion of extending a free trial was insufficient, as the platform itself remained broken.Desired Resolution I am seeking the following resolution:1. A full refund of $288.00 USD for the subscription charged on October 31, 2024, as the service was never delivered.2. A review and revision of Spockets refund and customer service policies to ensure fair treatment of consumers in cases where the company fails to fulfill its obligations.

  

  Business Response

  Date: 30/11/2024

  Hi there!
  
  Thank you for bringing your concerns to our attention. We understand how important it is to feel informed about subscription fees and policies when using Spocket.
  
  We want to clarify that as per Spocket's refund policy, any lapsed trials or newly initiated subscription cycles will continue to generate fees unless canceled by the merchant. This policy is clearly outlined in Section 6 of our Terms of Service, which we encourage all users to review before proceeding with a subscription. You can access our Terms of Service at the following link: REMOVED
  
  This includes our Refund and Cancellation Policy and your agreement to our Terms and Conditions, which must be acknowledged via tick boxes prior to enabling the green button to be able to proceed with the trial/subscription period.
  
  We genuinely apologize if there was any confusion regarding our terms and conditions during your sign-up process. Our goal is to ensure transparency and provide clear information to our valued customers. Your feedback is invaluable to us as it helps us improve our processes and communication.
  
  Also, We have reviewed everything under customers account, it shows here that we have tried to get in touch with them to get some confirmation about his refund request. It should show on the screenshot we provided that the email is unseen and we did a follow email and it was still left unseen. 
  
  Yet, rest assured, their account is already cancelled and should no charges would incurred. 
  
  Please don't hesitate to reach out to us directly at REMOVEDif you have any further questions or need assistance with your account. We are here to help resolve any concerns you may have promptly.
  
  Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Warm regards,
  Mark
  Customer Support Team

• Initial Complaint

  Date:25/11/2024

  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 signed up for REMOVED's online service called Spocket. They promised a 14-day free trial, but in order to redeem it, I had to give them my billing information. I opted to use REMOVED. I am totally confident that I cancelled the subscription on their website before the 14-day free trial expired. I was charged REMOVEDon 12.10.2024 anyway. At this point, cancelled the subscription again, but I was charged REMOVEDon 22.11.2024 regardless.After the second invoice, I reached out to Spocket's customer service via email REMOVEDrequesting a full refund for both unauthorized invoices (REMOVED). They informed me that I had failed to unsubscribe, and that I would need evidence to back up my claim regarding the cancellation of the subscription. After a couple of emails, they stopped responding to me altogether, although they promise to offer 24/7 customer service. They did, however, confirm that my subscription has finally been cancelled, after the third attempt and many emails.I cannot think of any 'evidence' to back up my claim, because Spocket did not send me any emails confirming that my subscription has been successfully cancelled on the first and second attempts. However, the website did display a message confirming that the subscription has been cancelled. Therefore, I am left with no 'evidence' of me cancelling the subscription.According to customer feedback and complaints online, and the previous reports on this website, it seems I am not the only one whose been charged by Spocket after a cancelled subscription. I request a full refund of the two unauthorized invoices. I also urge Spocket to reach out to me with no delay via email or phone.I will soon report the unauthorized invoices to the appropriate Finnish and Canadian authorities, institutions and organizations, including but not limited to my bank and the appropriate police departments. However, I am still, for now, willing to settle the matter directly with Spocket Inc.

  

  Business Response

  Date: 30/11/2024

  Hi there!
  
  Thank you for bringing your concerns to our attention. We understand how important it is to feel informed about subscription fees and policies when using Spocket.
  
  We want to clarify that as per Spocket's refund policy, any lapsed trials or newly initiated subscription cycles will continue to generate fees unless canceled by the merchant. This policy is clearly outlined in Section 6 of our Terms of Service, which we encourage all users to review before proceeding with a subscription. You can access our Terms of Service at the following link: REMOVED
  
  This includes our Refund and Cancellation Policy and your agreement to our Terms and Conditions, which must be acknowledged via tick boxes prior to enabling the green button to be able to proceed with the trial/subscription period.
  
  Yet, rest assured, their account is already cancelled and should no charges would incurred. 
  
  Please don't hesitate to reach out to us directly at REMOVEDif you have any further questions or need assistance with your account. We are here to help resolve any concerns you may have promptly.
  
  Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Warm regards,
  Mark
  Customer Support Team
  

• Initial Complaint

  Date:25/11/2024

  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.

  Hello,On 19th November, spocket took money from me even though i dont have access to my account. Ive tried so many times to log in and cancel my account but i cant.I contacted to try and explain this to get a refund but they said no despite me not even having access to what i paid for.I am terrified as i cant get into my account to cancel and if they take this money every month i will not be able to afford my groceries.Thank you,REMOVED

  

  Business Response

  Date: 30/11/2024

  Hi there!
  
  Thank you for bringing your concerns to our attention. We understand how important it is to feel informed about subscription fees and policies when using Spocket.
  
  We want to clarify that as per Spocket's refund policy, any lapsed trials or newly initiated subscription cycles will continue to generate fees unless canceled by the merchant. This policy is clearly outlined in Section 6 of our Terms of Service, which we encourage all users to review before proceeding with a subscription. You can access our Terms of Service at the following link: REMOVED
  
  This includes our Refund and Cancellation Policy and your agreement to our Terms and Conditions, which must be acknowledged via tick boxes prior to enabling the green button to be able to proceed with the trial/subscription period.
  
  We genuinely apologize if there was any confusion regarding our terms and conditions during your sign-up process. Our goal is to ensure transparency and provide clear information to our valued customers. Your feedback is invaluable to us as it helps us improve our processes and communication.
  
  Also, We have reviewed everything under customers account, it shows here that we have tried to get in touch with them to get some confirmation about his refund request. It should show on the screenshot we provided that the email is unseen and we did a follow email and it was still left unseen. 
  
  Yet, rest assured, their account is already cancelled and should no charges would incurred. 
  
  Please don't hesitate to reach out to us directly at REMOVEDif you have any further questions or need assistance with your account. We are here to help resolve any concerns you may have promptly.
  
  Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Warm regards,
  Mark
  Customer Support Team

• Initial Complaint

  Date:29/10/2024

  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 am writing to formally complain about unauthorized monthly charges from Spocket Dropshipping, a company I subscribed to on a monthly plan. After using the service for one month, I canceled my subscription. However, I later discovered that they continued to deduct subscription fees from my account for five consecutive months, totaling $195. Despite my attempts to check my account for receipts, REMOVEDdoes not send confirmation emails for transactions. The only receipts available are through their website, which I can no longer access since I canceled my subscription. This lack of communication has made it difficult for me to keep track of the charges. I have repeatedly tried to contact Spockets support team via email regarding this issue, but they have not responded. Additionally, I have found that I am not alone in experiencing this issue, as many other customers have reported similar unauthorized charges and inadequate customer service from REMOVED. I kindly request your assistance in addressing this matter and seeking a resolution, including a full refund of the unauthorized charges made after my cancellation. Thank you for your attention to this serious issue. I look forward to your support in resolving this complaint. Sincerely, REMOVEDRegaza REMOVED

  

  Business Response

  Date: 30/11/2024

  Hi there!
  
  Thank you for bringing your concerns to our attention. We understand how important it is to feel informed about subscription fees and policies when using Spocket.
  
  We want to clarify that as per Spocket's refund policy, any lapsed trials or newly initiated subscription cycles will continue to generate fees unless canceled by the merchant. This policy is clearly outlined in Section 6 of our Terms of Service, which we encourage all users to review before proceeding with a subscription. You can access our Terms of Service at the following link: REMOVED
  
  This includes our Refund and Cancellation Policy and your agreement to our Terms and Conditions, which must be acknowledged via tick boxes prior to enabling the green button to be able to proceed with the trial/subscription period.
  
  We genuinely apologize if there was any confusion regarding our terms and conditions during your sign-up process. Our goal is to ensure transparency and provide clear information to our valued customers. Your feedback is invaluable to us as it helps us improve our processes and communication.
  
  Also, We have reviewed everything under customers account, it shows here that we have tried to get in touch with them to get some confirmation about his refund request. It should show on the screenshot we provided that the email is unseen and we did a follow email and it was still left unseen. 
  
  Yet, rest assured, their account is already cancelled and should no charges would incurred. 
  
  Please don't hesitate to reach out to us directly at REMOVEDif you have any further questions or need assistance with your account. We are here to help resolve any concerns you may have promptly.
  
  Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Warm regards,
  Mark
  Customer Support Team

• Initial Complaint

  Date:23/10/2024

  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 had a total of 4 charges by Spocket and Dropgenius for 2 accounts. The last 2 charges were after I requested their customer service to cancel my accounts. So after forever of going back and forth with them, I got only 2 charges refunded. That's $200 out of $400 for services I NEVER used. Then I check my account on Oct 12 and my account is still not canceled. I cannot for the life of me find the cancel button so I ask customer service to cancel it through chat. It was confirmed BOTH my accounts were canceled. Low and behold, Oct 19 ANOTHER $99 CHARGE. Theyre response is i could get another free month. I am crying. They are now ignoring me and am out so much money for a service I never used. I just want my refund so I can move on from this company.

  

  Business Response

  Date: 25/10/2024

  Hi there!
  
  Thank you for bringing your concerns to our attention. We understand how important it is to feel informed about subscription fees and policies when using Spocket.
  
  We want to clarify that as per Spocket's refund policy, any lapsed trials or newly initiated subscription cycles will continue to generate fees unless canceled by the merchant. This policy is clearly outlined in Section 6 of our Terms of Service, which we encourage all users to review before proceeding with a subscription. You can access our Terms of Service at the following link: REMOVED
  
  This includes our Refund and Cancellation Policy and your agreement to our Terms and Conditions, which must be acknowledged via tick boxes prior to enabling the green button to be able to proceed with the trial/subscription period.
  
  We genuinely apologize if there was any confusion regarding our terms and conditions during your sign-up process. Our goal is to ensure transparency and provide clear information to our valued customers. Your feedback is invaluable to us as it helps us improve our processes and communication.
  
  Please don't hesitate to reach out to us directly at REMOVEDif you have any further questions or need assistance with your account. We are here to help resolve any concerns you may have promptly.
  Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Warm regards,
  Mark
  Customer Support Team
  
  
  

  Customer Answer

  Date: 25/10/2024

   
  Complaint: 22464347
  
  I am rejecting this response because: your cs REMOVEDclearly told me the account was canceled in regards to not being charged for the subscription. What is the point of this confirmation of cancelation if I'm going to be charged again? This policy of yours makes nonsense-- and in this case why was I not informed by your cs when I was messaging him in regards to not being charged again. You have $300 of mine for services I never used. I just do you understand any of the the business practices you guys have implemented in regards to your subscription policy. I want a refund you scammers.

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau Representative and Customer,
  
  Thank you for the opportunity to address your concerns regarding your Spocket and REMOVEDsubscription charges and account cancellations. We take customer feedback very seriously and would like to clarify the situation based on our records and our communications with you.
  
  Account and Transaction Overview
  Our records show that you experienced charges on two separate accounts, which were associated with different email addresses.
  You reported a total of four charges; after your initial cancellation requests, refunds were processed for some of these charges.
  According to our records:
  For one account (associated with REMOVEDthe charge is currently under dispute via REMOVEDper their policies.
  For the second account (associated with REMOVEDafter multiple communications and confirmation that the account was cancelled, a subsequent $99 charge (dated October 19, 2024) was processed in error. Our finance team reviewed this case, and on November 6, 2024, a representative confirmed that the charge was fully refunded.
  
  Timeline and Communication Summary
  Early October 2024:
  You initiated a refund request via chat regarding charges on both accounts. Our support team explained that closing your REMOVEDstore does not automatically cancel your Spocket/REMOVEDsubscription.
  Instructions were provided for cancelling the subscriptions via your account; however, you indicated difficulties with locating the cancel link.
  October 19, 2024:
  You reported another $99 charge despite previous cancellation confirmation. Our team immediately escalated this issue.
  October 2123, 2024:
  A support representative processed the cancellation for the account to prevent further charges. We also offered an additional free month as a goodwill gesture.
  October 25, 2024 November 6, 2024:
  You expressed continued dissatisfaction and requested a full refund for the disputed charges. After further review, our finance team processed a full refund for the $99 charge (as confirmed on November 6, 2024).
  We communicated that, going forward, no further charges will be applied to your cancelled accounts.
  
  Our Resolution and Next Steps
  Refunds Processed:
  For the account associated with REMOVEDthe disputed $99 charge has been fully refunded.
  For the account associated with REMOVEDthe refund process is subject to REMOVEDdispute resolution, and we have advised you to contact REMOVEDfor further assistance.
  
  Account Cancellations:
  Both of your accounts have been cancelled as per your requests, and our records confirm that no further charges will occur.
  
  Ongoing Communication:
  We have maintained active communication with you via email and chat throughout this process. We apologize for any delays and inconvenience you experienced.
  If you have any additional questions or require further clarification, please contact our finance team directly at REMOVEDor reach out via our 24/7 live chat.
  We regret that you feel this experience has not met your expectations and sincerely apologize for any frustration caused. Our team remains committed to resolving your concerns as quickly and fairly as possible.
  
  Thank you for giving us the opportunity to address these issues. We value your feedback and appreciate your patience.
  
  Sincerely,
  Mark
  Senior Customer Success Specialist
  REMOVED
  

• Initial Complaint

  Date:21/10/2024

  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.

  Date of the transaction:19 October 2024 Amount of money paid:REMOVEDWhat the business committed to provide:Spocket committed to provide me with a free trial month after I canceled my subscription. They also assured me that my account would be canceled after the trial period if I did not choose to continue the service.Nature of the dispute:Despite canceling my subscription and being assured that my account would be closed after the free trial month, Spocket charged me REMOVEDon 19 October for a service I neither requested nor used. I reached out to their customer service multiple times but received no satisfactory response. This charge was unauthorized, and I have email evidence from Spocket confirming the cancellation and the free trial month offer.Has the business tried to resolve the problem?No, despite my communication with Spocket's customer service, they have not resolved the issue or refunded my money. Additionally, many users have reported similar issues with Spocket ignoring their complaints.

  

  Business Response

  Date: 25/10/2024

  Hi there!
  
  Thank you for bringing your concerns to our attention. We understand how important it is to feel informed about subscription fees and policies when using Spocket.
  
  We want to clarify that as per Spocket's refund policy, any lapsed trials or newly initiated subscription cycles will continue to generate fees unless canceled by the merchant. This policy is clearly outlined in Section 6 of our Terms of Service, which we encourage all users to review before proceeding with a subscription. You can access our Terms of Service at the following link: REMOVED
  
  This includes our Refund and Cancellation Policy and your agreement to our Terms and Conditions, which must be acknowledged via tick boxes prior to enabling the green button to be able to proceed with the trial/subscription period.
  
  We genuinely apologize if there was any confusion regarding our terms and conditions during your sign-up process. Our goal is to ensure transparency and provide clear information to our valued customers. Your feedback is invaluable to us as it helps us improve our processes and communication.
  
  Please don't hesitate to reach out to us directly at REMOVEDif you have any further questions or need assistance with your account. We are here to help resolve any concerns you may have promptly.
  Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Warm regards,
  Mark
  Customer Support Team
  
  

  Customer Answer

  Date: 25/10/2024

   
  Complaint: 22446063
  
  I am rejecting this response because:

  Spockets response is both evasive and ignores the specific evidence I provided. My account cancellation and the free trial month were confirmed in writing by REMOVED, Customer Success Specialist, yet REMOVEDproceeded to charge me an unauthorized amount of about 93 on October 19. This charge is arbitrary and does not match the Empire plan fee of $99.99, suggesting either a deliberate attempt to overcharge or a failure in billing practices.

   

  In addition to this, I have been completely unable to access my Spocket account due to a persistent 'Credit Card Error' (see attached screenshot). Despite confirming my card and attempting various fixes such as logging out, disabling cookies, and trying different devices, I am still locked out of my account. This has raised serious concerns about the transparency and integrity of Spockets systems, as I am effectively being prevented from reviewing what has happened to my account. I am left unable to monitor any further potential issues or charges, which adds to the distress.

   

  Such behavior violates the Fair Credit Billing Act (15 U.S.C. 1666), which mandates accurate billing and consumer rights in disputing unauthorized charges. Additionally, the REMOVEDguidelines protect consumers from unauthorized charges by establishing that companies must obtain explicit consent and adhere to agreed terms before processing any payment. By ignoring these standards, Spocket has breached consumer trust and legal protections.

   

  As Spocket's response does not address my specific case, I am requesting an escalation of this complaint to a higher-level manager or compliance officer. I am also considering reporting this issue to further consumer protection agencies, including the REMOVED(REMOVED) and Canadian consumer authorities.

   

  I demand a full refund for this unauthorized charge, and I expect the refund to be processed no later than [specific date]. If Spocket fails to comply, I will pursue additional legal action. This lack of transparency and customer care is unacceptable for a company operating internationally.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/10/2024

  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 signed up for a Spocket free 7-day trial on August 18, 2024. There appeared to be an error and two accounts were created. I was not happy with the service as it appeared they were not selling what they promised, and I was concerned it was a scam.I attempted to cancel my account, but when I got to the final cancellation screen, the cancel button would not work.I emailed them at REMOVEDto let them know that the cancel button didn't work and to ask them to close both accounts and end my trial within the 7-day period. They have ignored all of my emails and continue to bill my account. When I dispute the charges, they fight the dispute claiming that I'm not cancelling my account, but ignore all communication with me.

  

  Business Response

  Date: 12/10/2024

  i there!
  
  Thank you for bringing your concerns to our attention. We understand how important it is to feel informed about subscription fees and policies when using Spocket.
  
  We want to clarify that as per Spocket's refund policy, any lapsed trials or newly initiated subscription cycles will continue to generate fees unless canceled by the merchant. This policy is clearly outlined in Section 6 of our Terms of Service, which we encourage all users to review before proceeding with a subscription. You can access our Terms of Service at the following link: REMOVED
  
  This includes our Refund and Cancellation Policy and your agreement to our Terms and Conditions, which must be acknowledged via tick boxes prior to enabling the green button to be able to proceed with the trial/subscription period.
  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; color: rgb(32, 40, 77); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen, Ubuntu, Cantarell, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; background-color: rgb(220, 225, 249);">
  We genuinely apologize if there was any confusion regarding our terms and conditions during your sign-up process. Our goal is to ensure transparency and provide clear information to our valued customers. Your feedback is invaluable to us as it helps us improve our processes and communication.
  
  Also, We have reviewed everything under customers account, it shows here that we have tried to get in touch with them to get some confirmation about his refund request. It should show on the screenshot we provided that the email is unseen and we did a follow email and it was still left unseen. 
  
  As of now, it appears here that they have disputed the charges for the 2nd time in their bank and this makes us unable to make any changes while an investigation is going on.
  
  Yet, rest assured, their account is already cancelled and should no charges would incurred. 
  
  If the customer could just get in touch with us directly, we can have this sorted out. 
  
  Please don't hesitate to reach out to us directly at REMOVED if you have any further questions or need assistance with your account. We are here to help resolve any concerns you may have promptly.
  Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Warm regards,
  Mark
  Customer Support Team

  Customer Answer

  Date: 18/10/2024

   
  Complaint: 22406957
  
  I am rejecting this response because:
  

  While I acknowledge that my account has finally been canceled, I remain extremely concerned about the handling of my cancellation requests prior to this action and the ongoing dispute regarding charges made before the cancellation was honored.
  
  
  1. Failure to Act on Timely Cancellation Requests
  
  
  On August 19, 2024, I sent a crystal-clear email to Spocket, explicitly requesting the cancellation of my accounts (see attached PDF). There was no ambiguity in my request, and I made it perfectly clear that I no longer wished to use the service. Despite this, Spocket claims it needed to discuss further or ask questions before processing my cancellation, which is unacceptable given the clarity of my original message. There was no legitimate need for further communication; your teams decision to delay action appears to have been a deliberate attempt to retain me as a customer while continuing to charge my credit card without my consent.
  
  
  2. Pre-Cancellation Charges in Dispute
  
  
  Despite my clear cancellation request, Spocket continued to charge my credit card, forcing me to dispute these charges on multiple occasions. Your claim that the ongoing dispute with my credit card company prevents you from issuing refunds is factually incorrect. Spocket is fully capable of withdrawing its counter-dispute and processing the refund for the charges incurred before the cancellation was finally honored. Your refusal to do so demonstrates a continued unwillingness to act in good faith.
  
  
  3. Misleading Communication and Systemic Failures
  
  
  You provided screenshots of alleged attempts to communicate with me regarding the cancellation; however, these were sent via a chat system I had no access to or knowledge of. Furthermore, your cancellation system failed to work when I initially tried to cancel, which is a failure on Spockets part. These technical shortcomings, combined with your misleading communication, forced me into an unnecessarily prolonged dispute process.
  
  
  4. Violation of Consumer Protection Laws and Bad Faith
  
  
  The repeated failure to properly address my clear cancellation request, the ongoing charges despite that request, and the attempt to justify these actions by claiming further discussion was needed, all point to systematic bad faith. I believe Spockets actions in this matter violate basic consumer protection laws and suggest an intent to defraud customers through intentional delays and technical barriers.
  
  
  5. Actions Requested
  
  
  I demand the following immediate actions:
  
  
  A full refund for all charges incurred prior to the cancellation, in recognition of the systemic failure to cancel the account and honor my initial request.
  Withdrawal of Spockets counter-dispute with my credit card company, so that the refund process can proceed without further delay.
  
  
  6. Next Steps
  
  
  If this matter is not resolved promptly, I will be filing additional complaints with the Better Business Bureau and other regulatory authorities. I also reserve the right to escalate this matter to legal action for the financial harm and frustration caused by Spockets handling of this situation.
  
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/10/2024

  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.

  Entered a trial for which I paid $1.99. I then cancelled the subscription and trial because I figured it wouldn't be useful for me. They still continue to charge my card even after I cancelled and won't even remove my card from their system. Absolute scammers and this business needs to be shut down immediately. No different from robbing someone in the street.

  

  Business Response

  Date: 12/10/2024

  Hi there!
  
  Thank you for bringing your concerns to our attention. We understand how important it is to feel informed about subscription fees and policies when using Spocket.
  
  We want to clarify that as per Spocket's refund policy, any lapsed trials or newly initiated subscription cycles will continue to generate fees unless canceled by the merchant. This policy is clearly outlined in Section 6 of our Terms of Service, which we encourage all users to review before proceeding with a subscription. You can access our Terms of Service at the following link: REMOVED
  
  This includes our Refund and Cancellation Policy and your agreement to our Terms and Conditions, which must be acknowledged via tick boxes prior to enabling the green button to be able to proceed with the trial/subscription period.
  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; color: rgb(32, 40, 77); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen, Ubuntu, Cantarell, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; background-color: rgb(220, 225, 249);">
  We genuinely apologize if there was any confusion regarding our terms and conditions during your sign-up process. Our goal is to ensure transparency and provide clear information to our valued customers. Your feedback is invaluable to us as it helps us improve our processes and communication.
  
  Also, we have checked the customers conversation and see that they are unresponsive to our communication with them. They mentioned on the conversation that they have deleted/cancelled the subscription under the email account "REMOVED", yet we did not find any transaction or subscription associated with it. Therefore, it is not the email account that they have used to subscribed with Spocket, as to why we keep on coordinating them to locate the right account, just that they are unresponsive to our messages. 
  
  Please don't hesitate to reach out to us directly at REMOVED if you have any further questions or need assistance with your account. We are here to help resolve any concerns you may have promptly.
  Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Warm regards,
  Mark
  Customer Support Team

• Initial Complaint

  Date:09/09/2024

  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 applied to a free trial with this company which required my credit card to be used, I entered my credit card via direct REMOVED. I created an account using my email address (which does not require a password upon logging in, thus I never entered a password) upon attempting to deactivate the account on my own I was unable to due to password requirement to deactivate (I've told them this each time I spoke with customer support). Since being unable to deactivate on my own due to a flawed website design, I reached out to customer support for assistance (via "24/7 hr support" online chat). I asked for it to be deactivated on August 6 (per screenshot) and was told it would be handled. Month later, I get charged again. I reached out to customer support again on September 4 (per screenshot) and asked for it to be cancelled and was confirmed it was canceled during our conversation. He informed me that a refund would be issued by "their choice" and I would receive an e-mail in 24 to 48 hours (I have not heard anything). I have checked the website today September 6 per screenshot and I still have an active subscription "Basic Plan" which I confirmed is a PAID plan which I obviously do not want! Now there is not even a button to try to deactivate anymore. Upon clicking any links that say "Cancel link" takes me to a website with NO deactivation button (per screenshot). This is stealing.I requested this to be canceled twice and now for a third time (with no response this time via chat per screenshot, is this even a real business? Am I even talking to people? Is this some con scheme?). They do not have a phone number to call and I attempted to also reach out to them via email (2 separate emails) to hopefully get it resolved more efficiently that way and I have not heard back, nor have I heard back from them regarding my "possible" refund. If they proceed to charge me without my consent I will seek legal action. Do not use this company.

  Customer Answer

  Date: 17/09/2024

  REMOVED

  REMOVED

  REMOVED92284

  REMOVED 

  
  

  Business information

  Spocket Inc 

  REMOVED, BC V6B 2W9

  
  

  My issue is they have been ignoring my request for a refund for the months they charged me after requesting cancelation. They refuse to communicate with me regarding a refund after multiple attempts to reach out to them.

  
  

  I want a refund for the months they charged me after requesting for them to cancel my subscription when they did not cancel.

  
  

  
  

  

  Business Response

  Date: 20/09/2024

  Hi there!
  
  Thank you for bringing your concerns to our attention. We understand how important it is to feel informed about subscription fees and policies when using Spocket.
  
  We want to clarify that as per Spocket's refund policy, any lapsed trials or newly initiated subscription cycles will continue to generate fees unless canceled by the merchant. This policy is clearly outlined in Section 6 of our Terms of Service, which we encourage all users to review before proceeding with a subscription. You can access our Terms of Service at the following link: REMOVED
  
  This includes our Refund and Cancellation Policy and your agreement to our Terms and Conditions, which must be acknowledged via tick boxes prior to enabling the green button to be able to proceed with the trial/subscription period.
  
  We genuinely apologize if there was any confusion regarding our terms and conditions during your sign-up process. Our goal is to ensure transparency and provide clear information to our valued customers. Your feedback is invaluable to us as it helps us improve our processes and communication.
  
  Please don't hesitate to reach out to us directly at REMOVEDif you have any further questions or need assistance with your account. We are here to help resolve any concerns you may have promptly.
  Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Warm regards,
  Mark
  Customer Support Team

  Customer Answer

  Date: 20/09/2024

   
  Complaint: 22253239
  
  I am rejecting this response because:
  I requested my subscription to be cancelled and I have proof of the conversation with your employee that it would be handled and cancelled, it was not. The subscription was not cancelled as I requested and I was charged again, a refund is appropriate because your employees did not cancel my subscription when they stated that they would.

  Sincerely,
  
  REMOVED