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:02/01/2024

  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.

  After authorizing a 14-day free trial on Spockets monthly plan, a popup overlayed the confirmation page offering an upgrade if I switched to the annual plan. The popup did not include several pieces of information required by the REMOVEDROSCA act and did not require affirmative consent to the changing terms of the trial. The popup included links to the terms but did not display them visibly on the page, explain that authorizing the upgrade would incur immediate charges or state what those charges would be, or that it would void the 14-day trial. It also did not require that I take an additional affirmative action such as clicking to confirm any terms or authorize an additional charge.

  

  Business Response

  Date: 06/02/2024

  Hi,

  When using Spocket, all users can choose to use a free plan or upgrade to a monthly or annual plan to access additional features. If a user decides to upgrade to an annual plan, they are informed that they will not receive a two-week trial and instead will be immediately charged and granted access to the annual plan. This is clearly stated multiple times through the user purchasing flow. On November 09, 2023, this user signed up for a REMOVEDProfessional Discounted Annual Plan and will renew on November 09 next year.When a user signs up for this plan, they must go through several steps to choose an annual plan and then confirm they agree that the charge will be immediate and that there will be no trial period. Therefore, these charges are valid, and this user retains access for the remainder of the year per Spocket's Refund & Subscription policy. Please also note that you are being charged for an annual subscription and, sadly, not based on usage.

  Regards,

  The Spocket Team

  Customer Answer

  Date: 06/02/2024

  
  Complaint: REMOVED
  
  I am rejecting this response because:

  Their explanation of the website functionality and disclosures is incorrect for the site, at least as of the date I visited it. Their explanation pertains to plans selected during the checkout flow but is inaccurate for the upgrade pop up offer after the checkout flow completes. That pop up specifically was out of compliance with the REMOVEDact at the time of purchase.

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 08/02/2024

  Hi,

  
  When using Spocket, all users can choose to use a free plan or upgrade to a monthly or annual plan to access additional features. If a user decides to upgrade to an annual plan, they are informed that they will not receive a two-week trial and instead will be immediately charged and granted access to the annual plan. This is clearly stated multiple times through the user purchasing flow. On November 09, 2023, this user signed up for a REMOVEDProfessional Discounted Annual Plan and will renew on November 09 next year. When a user signs up for this plan, they must go through several steps to choose an annual plan and then confirm they agree that the charge will be immediate and that there will be no trial period. Therefore, these charges are valid, and this user retains access for the remainder of the year per Spocket's Refund & Subscription policy. Please also note that you are being charged for an annual subscription and, sadly, not based on usage.

  Attached is the screenshot where monthly subscription has 14days trial mentioned and yearly doesn't have any trial mentioned.

  
  Regards,
  The Spocket Team

  Customer Answer

  Date: 08/02/2024

  
  Complaint: REMOVED
  
  I am rejecting this response because:

  You are correct that during order flow information on the varying plan options is laid out clearly, and there is affirmative consent required when initially signing up for a plan. However, the popup that was displayed after the checkout flow did not clearly outline the ramifications of upgrading and most importantly did not require affirmative consent before upgrading, which is required by US regulations. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:28/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had signed up for a free dropshipping account to which they directed me to Spocket. I had a free trial for 14 days. I never ended up canceling the trial, mainly because I never added a payment method to my account. So I figured after the 14days they wouldn't be able to charge me but I was wrong. They charged me $99 for some annual plan and I'm not even sure how. I think they must have used a card that is saved in my REMOVEDpayments. I feel like they REMOVEDfrom me, and used the fact that my REMOVEDaccount was connected to it to get my payment information.

  

  Business Response

  Date: 02/02/2024

  Hi,
  
  On December 12, 2023, this user signed up for a monthly
  subscription to Spocket's Empire Plan, giving them access to several features
  for $99.99 monthly. The user had access to a 14-day trial, after which they
  would be charged monthly to access Spocket. The monthly charge on the user's
  REMOVEDaccount on December 26, 2023, 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 December 26, 2023. This user cancelled on January 26, 2024 after their
  trial had lapsed. This user retained access to Spocket'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 my Free Trial Now" button.
  
  Regards,
  The Spocket Team

• Initial Complaint

  Date:22/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my store but according to spocket I have to close the app down within the REMOVEDstore. I continued to be charged after the store was closed. I asked for a refund but they will not refund me after the first charge of 39.99 it’s not about the first month. It’s the months after that.

  

  Business Response

  Date: 02/02/2024

  Hi REMOVED,
  
  Unfortunately, we are unable
  to locate your account details with First name or last name. So, could you please
  share your email ID registered with Spocket?
  
  Regards,
  The Spocket Team

• Initial Complaint

  Date:15/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REMOVEDSubject:REMOVEDUnjustified Charge and Complex Cancellation Process by Spocket REMOVEDDate of Incident:REMOVEDDecember 12, 2023 REMOVEDAmount in Dispute:REMOVED$408.23 CAD Dear Better Business Bureau,I am writing to lodge a formal complaint against Spocket, a company specializing in dropshipping services. On December 12, 2023, I was unexpectedly charged $408.23 CAD for a monthly subscription service. This charge not only was unwarranted but also resulted in my credit limit being exceeded.My encounter with Spocket began in November when I registered for their free trial. After realizing that the service did not align with my needs, I attempted to cancel the subscription on the same day. However, the cancellation process was far from straightforward, involving a lengthy 4-6 step procedure. This complexity led to my mistaken belief that the subscription was successfully canceled.To my surprise, I later discovered that my subscription remained active and was only made aware of this through the substantial charge on my account. I would like to highlight that I have not utilized any services from Spocket, a fact that is evident from my account activity. The charge for a service I neither used nor intended to use feels unjust and unreasonable.Upon contacting Spocket to address this issue, I was met with a rigid response, citing terms and conditions and stating that the amount is non-refundable. This response is unacceptable, considering the circumstances of the charge and the deceptive nature of their cancellation process.I seek your assistance in resolving this matter. I believe a refund is warranted given the misleading cancellation process and the lack of service usage. Your intervention in this matter would be greatly appreciated.Thank you for your attention to this issue.Sincerely,Dani

  

  Business Response

  Date: 02/02/2024

  Hi,
  
  On November 28, 2023, this user signed up for a monthly subscription to Spocket's Unicorn Plan, which gives them access to several features for $299.99 per month. The user had access to a REMOVEDtrial, after which they would be charged monthly to access Spocket. The monthly charge on the user's MasterCard card ending 9353 on December 13, 2023 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 December 14, 2023. This user canceled on December REMOVEDafter their trial had already lapsed. 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 my Free Trial Now" button.
  
  Regards,

  The Spocket Team

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21010977
  
  I am rejecting this response because: i tried to cancel the subscription before the trial expired and I believed that it was cancelled. The cancellation was not an easy process and had 4-5 steps which is not normal for any website and is totally misleading. After all I requested a refund at the same time I got the charge and it was for the upcoming month which makes no sense and sounded like you are forcing me to use your service for the upcoming month or you scam me with my money.

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 06/02/2024

  Hi,
  
  On November 28, 2023, this user signed up for a monthly subscription to Spocket's Unicorn Plan, which gives them access to several features for $299.99 per month. The user had access to a REMOVEDtrial, after which they would be charged monthly to access Spocket. The monthly charge on the user's MasterCard card ending 9353 on December 13, 2023 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 December 13, 2023. This user canceled on December 13, 2023 after their trial had already lapsed. 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 my Free Trial Now" button.
  
  Regards,
  The Spocket Team

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 21010977
  
  I am rejecting this response because you copied and pasted the same from your previous response. That itself shows how shady your business is.

  
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 08/02/2024

  Hi,

  We are attaching the internal details where it shows cancellation was requested after the trial end on December 13, 2023 which states valid charges for the subscription.

  Additionally sharing the help page link here which has steps mentioned for cancellation. REMOVED

  Regards,

  The Spocket Team

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21010977
  
  I am rejecting this response because:that still doesnt answer why I have to pay for a service in advance for a month, even if I say I cancel it on the first day.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 16/02/2024

  Hi,

  We understand the issue here however, as per the investigation and internal data it shows that request was made after the expiry of trial date which is December 13th,2023 hence, the amount was charged as part of subscription. Attached is the screenshot for reference.

  Regards,

  The Spocket Team

  Customer Answer

  Date: 23/02/2024

   
  Complaint: 21010977
  
  I am rejecting this response because: still I didnt use your product.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:15/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a 14 day trial to try their dropshipping company which I had tried out, trial started on November 9th and ended I belive November 27th amd I was to be charged ( I did not have the funds in my account that date) however i did cancel before my trial ended but they tried a few more times then on the 3rd of December it was paid. But they apparently they have. No record of that. . And since it was an automatic payment REMOVEDtook it upon themselves to pay it and now my account is negative 97.83 and I'm supposed to pay that back now for something I cancelled and should have never been charged for. I connected Spocket they emailed me back a few times asking for emails and whatnot which i sent and then two days ago they stopped responding after I sent everything I had of my accounts. And I've tried to gain access to my account and it just shows a screen to buy one of their packages which was already paid for. So they took my money now in the negative and I can't access the said account.

  

  Business Response

  Date: 02/02/2024

  Hi 
  
  On November 09, 2023, this user signed up for a monthly
  subscription to Spocket's Empire Plan, giving them access to several features
  for $99.99 monthly. The user had access to a 14-day trial, after which they
  would be charged monthly to access Spocket. The monthly charge on the user's
  REMOVEDaccount on November 23, 2023, 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 December 13, 2023. This user cancelled on December 13, 2023, after their
  trial had lapsed. This user retained access to Spocket'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 my Free Trial Now" button.
  
  Regards,
  The Spocket Team

• Initial Complaint

  Date:11/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $684 by Spocket for an annual subscription fee for my dropshipping website. Shortly after paying the fee, I had an issue with my account where orders were not being pushed properly to my store. I instantly contacted support and went back and forth with their tech team with them repeatedly telling me, "REMOVED." Fast forward to December (and many customer orders cancelled later, since I had to cancel orders that weren't being fulfilled by Spocket and consequently lost money and it affected my company reputation) - I told the team at Spocket that since they were not able to resolve the issue (and had completely stopped responding to my requests for support) that I wanted a refund. They supposedly have a zero refund policy, but that does not apply to issues where the service no longer works. I can no longer even access my account page without being prompted to enter in my credit card details again - I have zero access to the service and they refuse to give me money back OR resolve the initial problem.

  

  Business Response

  Date: 21/12/2023

  On October 9, 2023 at 10:46 (UTC), this valued user signed up for a REMOVEDDiscounted Annual Plan under their account REMOVED). The plan will renew on October 9, REMOVED, next year. Recently, they have requested to transfer their subscription, which we have informed them may cause a syncing issue. We have been in communication with them regarding this matter, and wanted to update you on the situation. They reached out on October 27, 2023 to raise an issue with one of their orders (Order #1) not syncing with their Spocket account. We promptly escalated the issue and were able to resolve it on November 22, 2023. We have also offered them complimentary monthly subscriptions/extensions for any inconvenience caused (screenshots shared in REMOVED). However, we have yet to receive a response from them. Recently, the mentioned order was checked out on December 18, 2023 (screenshot shared in REMOVED).
  
  We understand that signing up for this plan involves several steps, and we want to assure you that the charges are valid according to our Refund Subscription policy. As a reminder, this is an annual subscription and is not charged based on usage. We value our users and want to ensure the best experience possible for them. Thank you for your understanding.

• Initial Complaint

  Date:05/12/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was required to provide my credit card to sign up for the free trial in order to even see if their service could provide what I was looking for. This is fine but when I quickly realised that it didn't provide it's promised service I wanted to remove my credit card information but there is no functionality to do this. A private company has no right to withold my personal information as per the consumer protection act of Canada. They intentionally delay deleteing accounts until the free trial period is over so a charge in incurred. Furthermore they offer a service to have AI create an e-store for you which, when I tried it it didn't work. The posted price for this was $1 but I was charged $55.61.

  

  Business Response

  Date: 06/12/2023

  We wanted to bring to your attention that our records show you have signed up for two different email accounts, REMOVEDand REMOVED. We understand that you did not incur any charges for the first account, and cancelled it as per your request. However, we noticed that you had signed up for another monthly subscription under REMOVEDon November 21, 2023. This subscription gives you access to multiple features on Spocket for only $39.99 per month.
  
  We want to remind you that when you signed up for the subscription, you were also given a 14-day trial period before the monthly charges began. We value transparency and always ensure our users are aware of any charges. We understand that life can get busy, and you may have missed the notification that the monthly charge on your account on December 4 was for continued access to Spocket after your trial ended. Please know that you have the option to cancel your account and downgrade at any time.
  
  We have taken the liberty to cancel your account on our end to prevent any future charges. However, we want to remind you that the charges are valid according to Spocket's Refund and Subscription policy. We also want to mention that upon signing up, you had agreed to the monthly charges by clicking the "Claim your Trial" button. If you need any assistance or have any concerns, please don't hesitate to reach out to our support team. We are always here to help.
  
  We sincerely hope you have a positive experience with Spocket and find value in our platform. Thank you for being a part of our community.

  Customer Answer

  Date: 31/01/2024

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

• Initial Complaint

  Date:05/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to address a pressing matter regarding an erroneous charge on my credit card in the amount of $162.71 from Spocket. On the 17th of October, I signed up for a free trial with Spocket and paid $1 for a drop genius AI store. However, during the trial period, I encountered inaccessibility issues with the drop genius store and repeatedly sought assistance via email to no avail.After significant communication, I was informed that Spocket had been experiencing delays in creating stores on the backend, attributing the issue to internal faults. Consequently, I reached out on the 31st of October to cancel the free trial as I was unable to access the site, only to receive an email stating that I did not have an active subscription and would not be charged by Spocket.Regrettably, I discovered the $162.71 charge from Spocket on my credit card statement, in direct contradiction to the information provided. Subsequently, on the 8th of November, I was assured that a refund request had been submitted to your Managers and that I should expect an update within 48 hours. However, I have yet to receive the promised refund despite multiple attempts to follow up on the status.It is deeply disheartening that I have been charged for a service which Spocket initially failed to provide due to technical difficulties. The inaccessibility of the site prevented me from canceling my membership even though I was advised I had no active subscriptions. While I was assured of a refund a month ago, I have not received any favorable response, and communication from your team has ceased. Furthermore, I have repeatedly requested email communications instead of phone calls due to my location in a different country.Given the circumstances, I kindly urge you to prioritize this matter and expedite the refund process as promised. .Thank you for your immediate attention to this pressing issue.

  

  Business Response

  Date: 06/12/2023

  Our sincere apologies for the confusion made. It started when the user signed up for a Dropgenius account using the email REMOVEDon October 17, 2023, and they reached out using their email address REMOVEDinforming that they wish to use the email address REMOVEDinstead. Which it was canceled and there were no charges made.
  
  However, on October 17, 2023, this user also signed up for a monthly subscription to Spocket's Empire Plan as well under another email REMOVEDwhich gives them access to several features for $99.99 per month. The user had access to a REMOVEDtrial, after which they would be charged monthly to access Spocket. Users can cancel their accounts and downgrade anytime. 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 Now" button.
  
  Based on the email thread (#REMOVED), the user was unresponsive, hence the multiple follow REMOVEDmade.

  Customer Answer

  Date: 06/12/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because: This has been going on for months, I do not accept your response. You are well aware and have admitted that there were issues on your side. I did not add another subscription to my account, why would I sign up for a new contract when I have been unable to access your sites and unable to actually use any of your services?? Your company advised me that there were no active subscriptions and that I was not charged by you. This is not fair play on your part, and I reject your response. Please refund. Also, if this was the case, why was I NEVER advised by your company of this within the 2 months of back-and-forth emails and 49 emails? Your company is dishonest, and you did actually provide any viable services or customer service. I will not drop this matter and will continue to pursue it. 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 15/12/2023

  We would like to extend our sincerest apologies for any confusion that REMOVEDhave arisen. We understand the inconvenience this REMOVEDhave caused and want to assure you that we are taking steps to resolve the issue. Our records show that the matter in question pertained to two separate email accounts, REMOVEDand REMOVEDfor which we have received confirmation from the user and have also canceled the relevant transaction. Upon further investigation, we have found that another account was created under the email REMOVEDthrough our sign-up page which includes an authentication charge of $1, as evidenced by the shared screenshots. Please know that we are truly sorry and are working diligently to rectify the situation. Thank you for your understanding and patience.

• Initial Complaint

  Date:27/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am submitting a formal complaint against Spocket for engaging in deceptive advertising practices, specifically regarding their trial memberships. On November 9, 2023, I paid $513 for an annual subscription, enticed by a 14-day free trial offer prominently featured on their subscription page. However, the terms were not explicitly communicated, and I later discovered that the 14-day trial only applied to monthly memberships.My initial contact with Spocket's customer service occurred on November 20, when I sought to cancel my subscription on day 10 of what I believed to be a 14-day trial. Unfortunately, it was not until November REMOVEDtheir 14-day trial advertisement.This misleading practice has not only resulted in a significant financial loss but also highlights Spocket's lack of transparency and integrity in their dealings with customers. The delay in providing a clear response further exacerbated the situation.I respectfully urge the Better Business Bureau to conduct a thorough investigation into this matter and take appropriate action to rectify the deceptive advertising practices employed by Spocket. Consumers should be protected from such misleading tactics that compromise their trust and financial well-being.Sincerely,REMOVED

  

  Business Response

  Date: 29/11/2023

  We just wanted to remind you that Spocket offers both a free plan and the option to upgrade to a monthly or annual plan to unlock even more amazing features. If you do decide to upgrade to an annual plan, please note that you won't have a two-week trial period like our monthly plan users do. But no worries, this information is made clear multiple times during the purchasing process (see attached).
  
  We noticed that on November 09, 2023, you signed up for a Spocket Empire Discounted Annual Plan which will automatically renew on November 09, REMOVED. This means you'll continue to enjoy all the benefits of this plan for the following year.
  
  Just a gentle reminder that when you signed up for this plan, you carefully selected the annual option and confirmed that you understand the immediate charge and lack of trial period. It's all outlined in Spocket's Refund Subscription policy. And don't worry, the charges are valid and you'll have access for the full year.
  
  We wanted to clarify that you're being charged for an annual subscription, regardless of usage. We hope this helps and that you continue to enjoy your experience with Spocket.

  Customer Answer

  Date: 01/12/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because while researching Spocket, I came across several sponsored ads explicitly stating a "14-day trial membership." However, upon signing up, I was surprised to find that the default membership option was monthly, with no clear indication that the trial membership exclusively translates to a monthly subscription. This lack of clarity has resulted in confusion and frustration among users, as evident from numerous posts under the search term "Spocket refused refund."

  I am reaching out to express my concerns about the apparent disconnect between the advertised trial period and the default monthly subscription option. Such discrepancies not only contribute to a sense of deception but also impact the overall trust users place in your service.

  Given the nature of these concerns and the very real impact on consumers, I am filed complaint with the Better Business Bureau (BBB) and intend to see this matter is promptly addressed. I believe that transparency is essential for maintaining a positive relationship between service providers and users, and it is crucial to rectify any discrepancies that REMOVEDlead to confusion.

  I kindly request that you review and improve your communication processes to ensure that users are fully informed about the terms of trial memberships from the outset. Addressing this issue transparently and proactively will not only benefit current users but also contribute to a positive experience for potential users.

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 06/12/2023

  We understand that signing up for our Annual plans can be a bit overwhelming, so we want to make sure that the steps are as clear and detailed as possible. To assist you further, we have attached some screenshots for your reference.
  By default, our pricing plan page displays our monthly subscription options, allowing you to try our free trials before committing to a paid plan. To subscribe to our Annual plan, you just need to toggle from "monthly" to "annual" as shown in screenshot1 and 2.
  In addition, we have also included a sample of the pop-up notification (screenshot3) that will prompt you to fill in your details and confirm your agreement to be billed annually before proceeding with the sign-up process. This will also provide you with our Refund and Cancellation Policy, as well as our Terms and Conditions. You can then easily upgrade to your desired annual plan. 
  

  Customer Answer

  Date: 06/12/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because: it fails to acknowledge and address the deception for not providing the trial membership to annual subscriptions. Especially, given all advertisements clearly lead you to believe you're going to get a trial membership. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $99 for "spocket academy" on October 27, 2023. I contacted the company on october 27, 2023 that i signed up for the free acct and requested a refund. They confirmed my account was free and not charged. I gave them the last 4 of my credit card and they found 2 potential accts. Neither of which are my emails. I advised those were not my emails. I have been getting the runaround ever since. They refuse to refund me and keep stating they are "researching it". I want to be refunded for this REMOVEDcharge or I will be taking legal action against the company for the $99 and a not yet determined amount for damages. I will also be contacting the news media regarding this REMOVEDcompany

  

  Business Response

  Date: 06/12/2023

  The email account the user mentioned was under REMOVED, which doesn't have any active subscription. We asked for the details of the charge and came up with the account under REMOVED, which the user was unable to confirm. On October 13, 2023, 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 will have access to a 14-day trial, after agreeing with the $1 charge for authentication, The monthly charge on the user's account on October 27, 2023, 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. This account was canceled on November 9 when the user reached out after their trial had already lapsed. This user retained access to Spocket'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.

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:  I don't understand why you cannot comprehend this. THAT IS NOT MY EMAIL ADDRESS. I DID NOT HAVE ACCESS TO ANY CONTENT BECAUSE IT IS NOT MY EMAIL!!!  This is ridiculous. Go find the person with that email that had access to the features and charge them not me.  I have never had such a bad experience with a company. I will be sure to let everyone know through honest reviews. 
  
  
  
  Sincerely,
  
  
  
  REMOVED

  

  Business Response

  Date: 15/12/2023

  We sincerely apologize for the inconvenience caused by this situation. After a thorough investigation, we have confirmed that the payment on the mentioned account has been reversed. As an additional security measure, we have also canceled the account to prevent any unwanted charges in the future. We highly recommend reaching out to your bank to safeguard your card/account from any unauthorized usage. Our system typically requires a $1 payment for authentication purposes and to ensure that our users agree to our terms before proceeding, as indicated in the previous screenshots. Once again, we want to express our genuine regret for the inconvenience caused.

  Customer Answer

  Date: 18/12/2023

  
  
  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