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:04/09/2024

  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 signed up for a free 14 days trial on spocket on 23 Jul 2024 and after testing their function I immediately found out that the service did not work for the country that I am living that's why I unsubscribed immediately on the same day (actually just few hours apart).When I checked my credit card statement I found out that they have charged me a 1 year subscription. Thus I proceeded to the customer support to check on this and request for a refund on 4 Aug. After the REMOVED(REMOVED) checked on all the record she said I have subscribed for an annual plan that's why the 14 days trial doesnt apply on my case, but when I signed up for the free trail I just followed every step guided by the spocket, I did not see any warning about no free trail for my subscription, I was totally tricked to pay for this. REMOVEDthen claimed that she would report this case to their team, however I did not receive any response since then. I approached them on 26 Aug again and explained my case to another REMOVED(Mark), and confirmed that I am no longer using the REMOVEDstore, then no response until I reached out again today and they ask again if I'm using the Shopify store. They are just keep me waiting by asking me the same question again and again. They are not doing anything about my refund and this is a total scam.

  

  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
  
  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;">
  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;">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 below:
  
  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 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

• Initial Complaint

  Date:26/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried canceling my memes since April 26 2024 and I keep getting charged $99 a month. If you go on the website and try to cancel it doesnt let you submit it, you need to contact a chat which I have multiple times and nothing gets done. I have asked to have conversations emailed and they never were sent.

  

  Business Response

  Date: 30/08/2024

  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.
  
  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:19/08/2024

  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.

  On July 23rd ll was using Shopify and was offered to have spocket within the app I accepted it charged me $1..99 when I realized it cost money I then turned around spoke with Live chat and canceled it then on Aug 5 th I was charged REMOVEDby someone called dropgenius I emailed them at REMOVEDit was spocket that emailed me back the next day August 6 I was charged REMOVEDform spocket I emailed them , they said I never canceled but I did July 23 then I was emailing back and forth with them they would ask me the same questions and then have another person get on there and say that they were Stepping in with the situation they would ask me the same questions and this have been going on since the fifth so on the 10th I was actually emailing them back-and-forth at the moment and I got another charge for 2999 for them and I was like what the cREMOVEDso I asked him what they charge me that for they never would answer me. They kept saying they would give me 50% of the 5999 back and I told them no cause they owe me for that drop genius too. They told me I had to email that company and get the money back from them and I told them I did email them but when I do that, yall emails me back and so they didnt say nothing else they kept offering 50% off. I said no well actually they finally after about 10 times of asking why they charge me 2999. Because even if Im I didnt cancel and I did have an account they shouldnt charge me again five days later because it wasnt time to subscription right plus they dont even have a plan for 2999. they would not answer my question they informed me this morning. They sent me an email and told me I have multiple accounts with them. Thats why they charge me 2999. I said well then why didnt yall charge me the dollar 99 trisl twice. You only charge me that once and I have it on my cash app but why didnt yall charge me 199 if I have multiple accounts they wont answer me back

  

  Business Response

  Date: 23/08/2024

  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.
  
  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:13/08/2024

  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 signed up for their trial subscription. I went and cancelled it before the trial ended (Aug. 2, 2024). I notice they were trying to take it out of account. Thank God I did not have enough (intentionally) in my account. So contacted someone from debit card and they told me to block (Spocket App Sub), which I did. I notice Saturday (August 3, 2024), $39.99 was taken from my account REMOVEDaccount). I complain through email (which I have). I hear it's a great company. It just wasn't for me. I do have the email change attached.

  

  Business Response

  Date: 30/08/2024

  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.
  
  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: 10/09/2024

   
  Complaint: 22129746
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/08/2024

  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.

  On July 24, 2024, I created an online account with REMOVED, and I signed up for a free trial using my credit card information. I signed up through REMOVEDWithin hours, I realized their services were not what I was looking for, and I cancelled the free trial. I received at least two emails from Spocket and one from REMOVEDon July 24, confirming my decision. Then, on August 7, 2024, I was charged $99 by Spocket. Upon contacting them, they refuse to provide a refund, citing their no-refund policy. However, I'm not asking for a refund because of my dissatisfaction with their product or service. I'm asking for a refund because I never should've been been charged in the first place. I've sent at least five emails to them, with screenshots of the emails I received on July 24, and they still refuse.

  

  Business Response

  Date: 13/08/2024

  Tell us why here...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);">
  About emails from Spocket that the customer received, they are email campaigns as they have to unsubscribed for they will no longer received it. 
  
  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 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:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on a free trial with Spocket last month but I was gone for at least 2 weeks but when I got back around the 3st of july, 2024 I noticed that Spocket had made a transaction of 299./00 taken out of my acocunt thatI didn't know they were going to do. I had no internet service for a few weeks anyway plus my Shoppify account was closked so I coudn't do any work with spocket anyway. I asked them for a refund since the day they took money out of my acocunt but they refused to give my money back.I told them that was all the money I had but they still refuse to return my money.. Can you plkease help me get my refund? I have court REMOVEDto pay..

  

  Business Response

  Date: 10/08/2024

  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.

  
  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:17/07/2024

  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.

  Free trial eneded up costing $80. After my son tried the spocket, we signed up for starter program at $40, but two weeks after trial ended I was charged $80. There is no option to cancel, and I am stressing out that my card information cannot be deleted from their system. I have reached out to customer service but they didnt help.

  

  Business Response

  Date: 23/07/2024

  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.
  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
  REMOVED

• Initial Complaint

  Date:02/07/2024

  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.

  On 6/22/2024 I paid Spocket $948 via PayPal, I thought I was signing up for a free trial. Turns out the trial was changed into an annual subscription that does not offer any free usage. Very displeased with this experience and not interested in the service, especially after this.

  

  Business Response

  Date: 23/07/2024

  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
  REMOVED

• Initial Complaint

  Date:11/06/2024

  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.

  Notice to Agent is Notice to Principal. Notice to Principal is Notice to Agent. Silence is acquiescence. Acquiescence is estoppel. This is my 2nd Notice instructing you to cease attempting to charge my card ending 8390 for an unauthorized transaction of $299.99. "You" meaning SPOCKET have ignored my first notice sent on 05/19/2024 and continue to attempt to charge my card every couple of days. This fraudulent action is causing me mental and emotional distress and is a violation of my consumer rights. I look forward to your prompt response in this matter.

  

  Business Response

  Date: 10/08/2024

  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.

  
  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:28/05/2024

  Type:Service or Repair 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.

  My complaint is no different from many of the other individuals who have made complaints here. Spocket is taking advantage of people. Despite not using any of there services or even trying it out they refuse to give me a full refund. Since they can go back and review everything, they can tell whether customers even used their service. They don't care. They just take the money and run. I would advise others to be very very careful when using or even viewing there site before you end up like many of the other people here. It is a scam. There is a reason why they have a 1 star rating here on the better business bureau. They should be ashamed of this rating but I guess is doesn't matter when you're getting pocket change from scamming.

  

  Business Response

  Date: 10/06/2024

  On April 15, 2024 04:33(UTC), this user signed up for a monthly subscription to Spocket's Empire Plan, which gives them access to several features for $99.99 per month. The user had access to a REMOVEDtrial (April 29, 2024 04:33UTC Trial period end date), after which they would be charged monthly to access Spocket. The monthly charge on the user's account on May 16, 2024, was for continued access to Spocket's platform following the end of their trial. Users can cancel their accounts and downgrade anytime. However, no such action was taken on the Spocket platform until May 20, 2024. This user's account was canceled on May 28, 2024 after their trial had already lapsed. As a once of courtesy considering our refund policy we offered a 50% refund and the user accepted it. This user retained access to REMOVED's paid features for the remainder of their subscription cycle; therefore, the charges here are valid per Spocket's Refund & Subscription policy. Also shown in the notification upon signing up is the advice that you will be charged monthly, which you agreed upon by clicking the "Claim Your Trial" button.