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:12/10/2023

  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 am trying to cancel my Spocket.co account and there is not a cancellation button on the membership page as they state in their help area. I do not need the service and the $39.99 subscription needs to cancelled, but there is no way to csncel. I tried on phone and computer following their guide and nothing.

  

  Business Response

  Date: 14/10/2023

  We hope this message finds you well. We wanted to kindly inform you that on September 28, 2023 at 18:06 (UTC), you signed up for a monthly subscription to Spocket's Starter Plan. This fantastic plan grants you access to a variety of useful features for only $39.99 per month. We also provided a 14-day trial period for you to test out our platform before committing to a subscription. We understand that sometimes things can slip our minds, so we wanted to remind you that by signing up, you agreed to be charged monthly for continued access to Spocket.
  
  We noticed that on October 12, 2023, a monthly charge was made to your REMOVEDaccount for your ongoing access to Spocket's platform. We truly value your business and wanted to make sure that you were aware of this charge. As a friendly reminder, you have the option to cancel your subscription and downgrade at any time. However, we see that no action was taken until October 13, 2023 when you canceled your subscription at 04:13 (UTC), after the trial period ended. Please note that you were able to enjoy all of Spocket's paid features during your subscription cycle, making the charges valid according to our Refund and Subscription policy. We want to ensure that our users are fully informed and satisfied with their experience on our platform, which is why we also provide a notification when signing up to let you know about the monthly charge that will occur with your consent by clicking the "Claim your Trial" button.
  
  Thank you for choosing Spocket and for being a part of our community! We truly value your support and hope that you continue to enjoy our services. If you have any questions or concerns, please don't hesitate to reach out to us.

• Initial Complaint

  Date:25/09/2023

  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.

  On [28.08.2023], I was charged $288 for a one-year subscription to Spocket, a dropshipping service (Invoice number REMOVED). However, I have since learned that Spocket does not have a lot of products in the fishing niche that are located in REMOVED, which is the niche that I sell in please look at my website store " REMOVED". I contacted Spocket's customer support team on [30.08.2023] to request a refund, but they have refused to do so, stating that they "do not have a lot of products in the sport fishing niche."There is a widespread business policy that allows buyers to return or cancel their orders within 14 days. In my case, I contacted Spocket for a cancellation within two days of subscribing, but they have refused to issue a refund.This issue has caused me significant financial hardship, as I am now out $288 for a service that I cannot use. I am also concerned about the impact that this will have on my business, as I am now unable to source the products that I need to sell to my customers.This is not fair paying 288$ for nothing

  Customer Answer

  Date: 25/09/2023

   

  Fell a mistake in writing my residence address, Deeply sorry 

  This is the new address , also I have sent a bank document for approve, 

  Rizik Rabah 

  Aumar El Khattab 40, 

  REMOVEDOf REMOVED 

  Zip : REMOVED, 

   

  

  Business Response

  Date: 16/02/2024

  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 a yearly 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 (attached for your reference). On August 28, 2023, this user signed up for a REMOVEDProfessional Discounted Annual Plan and will renew it on August 28, 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: 24/02/2024

   
  Complaint: 20644663
  
  I am rejecting this response because: 

  
  Dear REMOVED,
  
  I am writing in response to the communication received from Spocket Inc. regarding my complaint ID REMOVED. I appreciate the BBB's efforts in facilitating this dialogue; however, I must express that the response from Spocket Inc. does not address the core issue at hand.
  
  While I acknowledge Spocket's policy on immediate charges for annual subscriptions, my complaint centers on the lack of adequate disclosure regarding the availability of products within my niche, which is crucial for my business operations. The absence of a sufficient range of products in the sport fishing niche, despite my prompt communication with Spocket's customer support within two days of subscription, has rendered the service ineffective for my business needs.
  
  Furthermore, I would like to highlight the principle of consumer rights, which, under various international conventions, allows customers the right to regret and cancel a transaction within a 14-day cooling-off period. This principle is designed to protect consumers from precisely such situations where the product or service purchased does not meet their expectations or requirements.
  
  Given these circumstances, I respectfully request the BBB's continued support in seeking a fair resolution, which would ideally involve a full refund of the $288 charged for the annual subscription. This resolution would not only alleviate the financial burden imposed by a service that I cannot utilize but also uphold the standards of consumer rights and fair business practices.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  [Your Name]
  
  ## ?? Sources
  
  - [bbb.org - REMOVED, P.A. | Better Business Bureau Profile](REMOVED)
  - [quora.com - After filing a complaint to BBB about stolen money from ...](REMOVED)
  - [rocketlawyer.com - Complaint Letter to a BBB or Attorney General](REMOVED)
  - [justanswer.com - Its a bit long. is that okay? My ex husband is remarried. His ...](REMOVED)
  - [justanswer.com - We have a customer that submitted a REMOVEDcomplaint. We ...](REMOVED)
  - [evict.com - BETTER BUSINESS BUREAU AND THE PROPERTY ...](REMOVED)
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 09/03/2024

  When using Spocket, all users are given the choice to use a free plan or upgrade to a monthly or annual plan for access to additional features. If a user decides to upgrade to an annual plan, they are informed that they will not receive a two-week trial but rather will be immediately charged and granted access to the annual plan.
  
  Additionally, if the user chose the monthly plans, they are provided with a 14-day trial where they are free to explore the app and all of it's products. The user will have access to see the products that Spocket offers that are suitable for their niche and can decide to cancel if they feel that the app is not compatible with their store.
  
  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.
  
  
  
  
  

  Customer Answer

  Date: 17/03/2024

   
  Complaint: 20644663
  
  
  Dear Spocket Customer Support,
  
  I am writing on behalf of my client, the owner of [REMOVED](REMOVED), regarding the recent dispute over the $288 charge for an annual subscription to your dropshipping service (Invoice number REMOVED, dated 28.08.2023). Despite your stated policy, there are several considerations that warrant a refund in this case.
  
  1. REMOVEDMisrepresentation of Product Offering:REMOVEDMy client was under the impression that Spocket's service would provide a substantial range of products in the sport fishing niche, a critical requirement for their business. The discovery that Spocket does not adequately support this niche directly impacts their ability to utilize the service for which they have paid.
  
  2. REMOVEDEarly Cancellation Request:REMOVEDMy client made a prompt decision to cancel the subscription within two days of activation (30.08.2023), well within a reasonable period to assess the service's suitability for their business needs. This action demonstrates a clear intent to not proceed with the service upon realizing it does not meet their specific requirements.
  
  3. REMOVEDConsumer Protection Laws:REMOVEDWhile we acknowledge Spocket's policy on non-refundability of annual plans, it is essential to consider consumer protection laws that REMOVEDapply. Many jurisdictions, including those in the REMOVEDand certain U.S. states, mandate a cooling-off period during which consumers have the right to cancel online or distant sales contracts for a full refund. Although Spocket's policy outlines conditions for subscription and refunds, these laws are designed to protect consumers from precisely this type of situationwhere a service cannot meet the consumer's needs as expected.
  
  Given these points, we respectfully request that Spocket reconsider its stance on this matter and issue a full refund of the $288 charged for the annual subscription. This gesture would not only resolve the current dispute amicably but also demonstrate Spocket's commitment to customer satisfaction and adherence to fair business practices.
  
  We look forward to your prompt response and are open to discussing this matter further to reach a satisfactory resolution.
  
  Sincerely,
  
  REMOVED

  REMOVED

  [Legal Representative of REMOVED]
  
  

  

  Business Response

  Date: 20/03/2024

  When using Spocket, all users are given the choice to use a free plan or upgrade to a monthly or annual plan for access to additional features. If a user decides to upgrade to an annual plan, they are informed that they will not receive a two-week trial but rather will be immediately charged and granted access to the annual plan.
  
  Additionally, if the user chose the monthly plans, they are provided with a 14-day trial where they are free to explore the app and all of it's products. The user will have access to see the products that Spocket offers that are suitable for their niche and can decide to cancel if they feel that the app is not compatible with their store.
  
  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.

  Customer Answer

  Date: 24/03/2024

   
  Complaint: 20644663
  
  I am rejecting this response because:
  Dear Spocket Customer Support,
  
  
  I am writing on behalf of my client, the owner of [REMOVED](REMOVED), regarding the recent dispute over the $288 charge for an annual subscription to your dropshipping service (Invoice number REMOVED, dated 28.08.2023). Despite your stated policy, several considerations warrant a refund in this case.
  
  
  1. REMOVEDMisrepresentation of Product Offering:REMOVEDMy client was under the impression that REMOVED's service would provide a substantial range of products in the sport fishing niche, a critical requirement for their business. The discovery that Spocket does not adequately support this niche directly impacts their ability to utilize the service they have paid for.
  
  
  2. REMOVEDEarly Cancellation Request:REMOVEDMy client made a prompt decision to cancel the subscription within two days of activation (30.08.2023), well within a reasonable period to assess the service's suitability for their business needs. This action demonstrates a clear intent to not proceed with the service upon realizing it does not meet their specific requirements.
  
  
  3. REMOVEDConsumer Protection Laws:REMOVEDWhile we acknowledge Spocket's policy on the non-refundability of annual plans, it is essential to consider consumer protection laws that REMOVEDapply. Many jurisdictions, including those in the REMOVEDand certain U.S. states, mandate a cooling-off period during which consumers have the right to cancel online or distant sales contracts for a full refund. Although Spocket's policy outlines conditions for subscriptions and refunds, these laws are designed to protect consumers from precisely this type of situationwhere a service cannot meet the consumer's needs as expected.
  
  
  Given these points, we respectfully request that Spocket reconsider its stance on this matter and issue a full refund of the $288 charged for the annual subscription. This gesture would not only resolve the current dispute amicably but also demonstrate Spocket's commitment to customer satisfaction and adherence to fair business practices.
  
  
  We look forward to your prompt response and are open to discussing this matter further to reach a satisfactory resolution.
  Sincerely,
  
  REMOVED
  REMOVED 
  [Legal Representative of REMOVED] Sincerely,
  
  

  

  Business Response

  Date: 25/03/2024

  When using Spocket, all users are given the choice to use a free plan or upgrade to a monthly or annual plan for access to additional features. If a user decides to upgrade to an annual plan, they are informed that they will be immediately charged and REMOVEDed access to the annual plan.
  
  This is clearly stated multiple times through the user purchasing flow (attached for your reference).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.
  
  With all due respect, we will not be able to REMOVEDthis user's request. I have attached is the email communication that the user is requesting to cancel their subscription only after they have signed up and was charged. There was no mention that they are having a hard time finding the right products for their niche, and they only contacted us once, only the day they are requesting cancellation and refund.

  
  

  Customer Answer

  Date: 26/03/2024

   
  Complaint: 20644663
  
  I am rejecting this response because:

  You are missing the main point. 

  REMOVEDConsumer Protection Laws:REMOVEDWhile we acknowledge Spocket's policy on the non-refundability of annual plans, it is essential to consider any consumer protection laws that REMOVEDapply. Many jurisdictions, including those in the REMOVEDand certain U.S. states, mandate a cooling-off period during which consumers have the right to cancel online or distant sales contracts for a full refund. Although Spocket's policy outlines conditions for subscriptions and refunds, these laws are designed to protect consumers from precisely this type of situationwhere a service cannot meet the consumer's needs as expected.

  Please also see all the points mentioned in our last letter 

  That's why we are continuing the steps outlined

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:15/09/2023

  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 canceled this free trial with in a few days of getting it. Spocket only canceled my subscription after my complaint. Spocket participants in confusing and REMOVEDbusiness practices. I no longer have access to the proof that I canceled it because I never used the service and my Spocket account is mysteriously missing info. I just want my money back. This company makes there money solely on REMOVEDcharges using free trials to due so. I wouldn't recommend anyone use this service. I saw how awful it was after a couple days, I didn't need 14. I am requesting a refund and will continue to due so and report this REMOVEDbusiness behavior to the fcc and all other organizations that can help me and any other Spocket REMOVED.

  

  Business Response

  Date: 22/11/2023

  On July 16, 2023 08:16(UTC), this user signed up for a monthly subscription to Spocket's Professional Monthly Plan, which gives them access to several features for $59.99 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 REMOVEDaccount on September 4, 2023 was for $119.98, a charge from 2 months of use of Spocket, but it was charged all at once due to previous payment failures. Users can cancel their accounts and downgrade anytime; however, no such request was received from this user until September 04, 2023. While their payments failed, this user retained access to REMOVED's paid features; therefore, the charges here are valid per Spocket's Refund & Subscription policy. Please see the sample of the pop-up notification where you need to fill up your details to complete the sign-up process and that you agree that you will be billed monthly. Finally, you are being charged for a monthly subscription and, sadly, not based on usage.

• Initial Complaint

  Date:11/09/2023

  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 have never even been to Spockets website let alone have a use for their product. I have never signed up for an account. I have never signed up for any free trial or any service offered by spocket period and yet somehow they have not only my CC info but my REMOVEDinfo and are attempting to charge an over $400 outstanding balance to both my debit and REMOVEDdespite NEVER giving them my info or even going to their website. REMOVED

  

  Business Response

  Date: 22/11/2023

  On March 18, 2022 23:34(UTC), the account was created for a monthly subscription to Spocket's Starter Monthly Plan, which gives them access to several features for $24.99 per month. The user had access to a REMOVEDtrial, after which they would be charged monthly to access Spocket. There were no charges made on the user's REMOVEDaccount on September 11, 2023 as informed through their email last September 15, 2023.
  
  We sincerely apologize for the experience caused by these and would recommend reaching out to their bank or REMOVEDto check unwanted activities or usage of their account.

  Customer Answer

  Date: 31/01/2024

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

• Initial Complaint

  Date:31/07/2023

  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 signed up for the free trial and the shop was never created to launch. I Rea he’d out day one and was told to wait as it takes time to be set up. The day my trial ended I asked for my account to be canceled as nothing came crime this account! Was charged 39.99 and never used or signed I to any features. Looking at all the bus responses it just excuses as to why they won’t refund. If I cancel the day my trial ends then I shouldn’t be charged but I was an asking for a refund they said no. I never received what I paid for I have no REMOVEDstore created so it’s a REMOVEDand I will be filling with my bank

  

  Business Response

  Date: 31/07/2023

  Our sincere apologies for the experience that was caused by these. On July 12, 2023, 14:59(UTC), the user signed up for a monthly subscription to Spocket's Starter Plan, which gives them access to several features for only $39.99 per month. We provide them with a 14-day trial period, after which the account will be charged monthly for continued access to Spocket's platform. Should they wish to cancel anytime, they can do so by simply downgrading the subscription at any time. However, they didn't take such action on the Spocket platform until July 26, 2023. They canceled on July 26, 2023 16:04(UTC) after the trial had already lapsed (July 26, 2023 14:59(UTC)). They still retained access to Spocket's features for the remainder of your subscription; hence, the charges here are in accordance with Spocket's Refund & Subscription policy. You were also informed beforehand about the monthly charge upon signing up, which you agreed to by clicking the "Claim Your Trial" button.

  Customer Answer

  Date: 31/07/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because:
  I never received the product/ website I was told and sent emails asking for help. This is REMOVED! 
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 02/08/2023

  Again, our sincere apologies for the experience that was caused by these. The account created was under the email REMOVEDthrough DropGenius last July 12, 2023, 14:59(UTC) and as mentioned the user signed up for a monthly subscription to Spocket's Starter Plan for only $39.99 per month. We provide them with a 14-day trial period, after which the account will be charged monthly for continued access to Spocket's platform. They can do so by simply downgrading the subscription at any time. No actions where made on the Spocket platform until July 26, 2023. They canceled on July 26, 2023 16:04(UTC) after the trial had already lapsed (July 26, 2023 14:59(UTC)). They still retained access to Spocket's features for the remainder of your subscription; hence, the charges here are in accordance with Spocket's Refund & Subscription policy. You were also informed beforehand about the monthly charge upon signing up, which you agreed to by clicking the "Claim Your Trial" button.

  Customer Answer

  Date: 02/08/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because: you failed to provide what I paid for . I never received a store. Please strop writing the same thing about the time . Its the same day trial ends canceling was made and the time you put was incorrect I requested it it wasnt submitted. But again REMOVED!!!!!!!! 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:24/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 18th I was billed $288 for an annual subscription that I know I had previously cancelled. The business will make no attempt to email you, warn you or give you any indication they are about to renew your account and billing they will simply just charge you for almost $300 even though their customers are not even remotely using this product. Be warned, you can request a refund but they will make you wait at least 7 days while "reviewing" the request further reducing your ability to dispute the charge with your credit card company only to have the request denied. This is a REMOVEDbilling practice, all future customers should be warned. Your refusal to refund a customer who was billing in error, after only 1 hour before realizing the charge was their account is unethical.

  

  Business Response

  Date: 24/07/2023

  When using Spocket, users are given the option to choose from a free plan, a monthly plan or an annual plan. With the annual plan, users are informed that there is no two-week trial and that immediate payment is required to access the plan. This has been stated multiple times throughout the user purchase flow (attached for reference).
  
  We see that on July 18, 2021 01:34(UTC), this user signed up for the REMOVEDProfessional Annual Plan and renewed it on July 18, 2023 the following year. Since they chose the annual plan, they agreed that the charge would be immediate and that there would be no trial period. Therefore, we can confirm that the charges are valid, and they retain access for the remainder of the year according to the Spocket Refund & Subscription policy.

  Customer Answer

  Date: 24/07/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because:

  When I was billed for this service in 2022 I logged into my account and was under the belief that I had canceled this service. I understand you have a policy in place but having no latitude for a charge that was unintended and clearly made in error is both unethical and REMOVEDin nature. The fact your website provides no warning or notifications of annual renewals is designed to trap customers into further commitment. Furthermore your review period for refunds is designed to wait until the funds clear removing the consumers ability to dispute the charge. You can clearly see I have not used this service in almost two years. I can understand if I waited months, weeks even days to correct this billing error but I submitted my request within hours of the charge appearing. If you wont process a refund you at the very least need to institute a policy of notification on annual renewals. This is a standard and accepted business practice. Furthermore, your system provides no notification of subscription or termination of services. This also removes any evidence I could have to back my claim of previous termination of services. We need to find a middle ground that both of us can agree to. 

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/07/2023

  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 was having a free trial, it was my last day and the trial was ending at 23:59 that day when I suddenly saw a charge on my account for REMOVED, I immediately texted support and it has been days since. They charged me while I was still on free trial and I have all the documents. Time was 18:00. I asked for a refund after I deleted the app from REMOVEDand all they said is no refund etc.Now on their policies it says you get to keep the extra features of the subscription if you cancelled it till the end of it but I didn't got any subscription to get neither I want to. All I want is a refund, REMOVED

  

  Business Response

  Date: 17/07/2023

  Our sincere apologies for the experience that was caused by these. On June 21, 2023 15:16(UTC), the user signed up for a monthly subscription to Spocket's Starter Plan, which gives them access to several features for only $39.99 per month. We provide them with a 14-day trial period, after which the account will be charged monthly for continued access to Spocket's platform. Should they wish to cancel anytime, they can do so by simply downgrading the subscription at any time. However, they didn't take such action on the Spocket platform until July 5, 2023. They canceled on July 05, 2023 17:44(UTC) after the trial had already lapsed (July 5, 2023 15:16(UTC)). They still retained access to Spocket's features for the remainder of your subscription; hence, the charges here are in accordance with Spocket's Refund & Subscription policy. You were also informed beforehand about the monthly charge upon signing up, which you agreed to by clicking the "Claim Your Trial" button.

• Initial Complaint

  Date:03/04/2023

  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.

  They don't offer refunds even if you don't use the product and was just trying the trial. It's also very expensive for the services you receive. The products aren't great and there are much better options. Don't waste your money on this. I will remove this complaint if my refund is processed.

  

  Business Response

  Date: 04/05/2023

  On March 18, 2023, at 05:29 (UTC), this user subscribed to Spocket's Professional Plan, granting them access to a suite of features at a monthly rate of $49.99. This subscription came with a 14-day trial, after which the user would be charged on a monthly basis. The charge appeared on the user's account on April 01, 2023, at 05:29 (UTC), following the completion of the trial period.
  
  The user had the option to cancel or downgrade their account at any time. However, this action was not taken until April 01, 2023, at 15:48 (UTC), after the trial period had already ended. Consequently, this user continued to access Spocket's paid features for the remainder of their subscription cycle, and the incurred charges were valid under Spocket's Refund Subscription policy. Furthermore, when signing up, users are notified that they will be charged monthly upon hitting the "Claim my Free Trial Now" button, which the user accepted.

• Initial Complaint

  Date:29/03/2023

  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.

  -Spocket errantly billed me for $464.43.-When I was told I needed to log in and cancel my account, I tried, and there was no way I could do it from my log in. -Upon logging in I was notified my accounts had been closed several months before. -Spocket never emailed me about billing me. They just kept billing me each month. This is dishonest. -When I contacted Spocket, they continually said it was my fault. -Documents are attached. -Bank Docs for Spocket REMOVEDDocs for associated Foreign Trans Fees -REMOVEDDocs showing that my accounts are completely deacitvated. I signed up for REMOVEDand Spocket in May of 2022. Before my free trial ended, I shut down, as far as I was able, everything to do with these accounts. Throughout the next couple of months I noticed my bank was being billed a monthly fee, plus a foreign transaction fee associated with Spocket. I meant to look into it, but kept forgetting. When I finally looked into it and contacted Spocket, they were not willing to help or even hear me out. I would send several emails back and forth with one person, then when it seemed we were making progress, I would be passed to someone else who would repeat the same points the other person brought up. Then someone else would step in. Finally, when I repeatedly asked to speak with someone on the phone because I didn't think they were understanding me, Spocket stopped responding to my emails.

  

  Business Response

  Date: 06/04/2023

  The user identified with the email address REMOVEDhas registered three stores and one account has subscribed to Spocket's Professional Plan monthly subscription, which grants them access to various features for a fee of $49.99 per month. The user was eligible for a REMOVEDfree trial; thereafter, they were charged on a monthly basis if the trial period had elapsed without any request for cancellation or downgrade of the account. The trial subscription commenced on May 10, 2022 23:14 UTC and the user was invoiced for the first monthly subscription on May 24, 2022 23:14 UTC.
  
  In accordance with Spocket's refund policy, no refunds are available to users who have exceeded the duration of the 14-day trial period. Subscription cancellation is possible at any time, however, no refunds will be given based on unused portions of the subscription. Upon cancellation, the subscription will no longer be automatically renewed, although the user will retain access until the expiry of the current period. Any lapsed trials and new subscriptions will also incur charges unless they are canceled.

  Customer Answer

  Date: 06/04/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because:

  I had close my account as completely as I could. They billed me anyway. Each month I was billed. I was not sent a receipt or notification of billing. I stumbled upon it when I looked at my bank account. When I realized I was being billed, I went in to the closed accounts to try and cancel.

  There was no way for me to cancel. I was being billed, without being notified, and with no way of cancelling on my end. The company finally cancelled my account after we had spent several weeks going back and forth.

  This company dealt with me dishonestly. I want my money back.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 14/04/2023

  We sincerely apologize for any inconvenience caused. As previously stated, the user with the email address REMOVEDregistered three stores, with one account subscribing to Spocket's Professional Plan monthly subscription. During the checkout process, the user agreed to our terms of disclosure which indicated that the subscription would automatically continue and incur charges.
  The trial subscription began on May 10, 2022, at 23:14 UTC, with the user being invoiced for the first monthly subscription on May 24, 2022, at 23:14 UTC.
  Please note that according to Spocket's refund policy, we cannot offer a refund for users who have exceeded the 14-day trial period or have upgraded to an Annual plan. However, users may cancel their subscription at any time. Please be aware that Spocket does not refund or prorate unused portions of a subscription. If a user cancels their subscription, they will no longer have access to the auto-renewal feature but will retain access until the end of their subscription period.

  Customer Answer

  Date: 17/04/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because:

  I maintain that I cancelled my subscription and you illegally continued to charge me multiple times. When I brought it to your attention you have refused to return my money.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:23/03/2023

  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 exploring setting up a Dropshipping site with REMOVED. I installed the Spocket plugin to check it out, then discovered it did not have any of the products I need for the site I was planning to build so I deleted the plugin. The company is now charging my credit card and when I filed a complaint they refused to stop charging me and also refused to delete my information. I have also filed a complaint with REMOVEDin BC over the refusal to remove personal information. I also believe REMOVEDshould be held responsible to some degree as I would never have had any dealings with Spocket if not for REMOVED... I believe REMOVEDshould be required to update their plugin install and removal process to ensure that personal data is not left behind when a plugin is removed.

  

  Business Response

  Date: 23/03/2023

  We would like to express our sincerest apologies for the frustrating experience that you have encountered while using our services. We understand that the technical issue on your account has caused inconvenience and we are working diligently to investigate the root cause of this problem to ensure that it does not happen again to other users in the future. Rest assured that we are taking immediate actions to improve our system and prevent such incidents from occurring again.
  
  In addition, we have already taken the liberty of cancelling the account that was affected to prevent any further charges from being incurred. With regards to the refund, we have already submitted the request to our finance team as soon as you reached out to us for assistance. Please note that it is currently being processed and we will notify you once it has been completed.
  
  We hope that these actions we have taken will help alleviate your concerns and restore your confidence in our company. We value your business and sincerely apologize again for any inconvenience this may have caused. We would like to invite you to join our ever-growing community of entrepreneurs and experience the benefits of our services in the future.