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:07/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Replika in May 2025 to cancel my account and issue a refund. They have continued to charge my bank account $39.50 /month.

  Business Response

  Date: 07/28/2025

  Hi,
  
  Our support team has already contacted you, and the matter has been resolved through our official channels.
  
  Thank you,
  
  Replika

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a week long subscription which was advertised to only be $1.25 yet I was charged $59.99. I immediately submitted a request to cancel and a request for a refund but was denied. This is a very poor and dishonest way of tricking customers into buying an annual subscription.

  Business Response

  Date: 06/10/2025

  Dear *******,

  The purchase screen clearly displays 3 indicators of the $59.99 annual price, with the following text:

  1) Annual, $59.99 per 12 months

  2) Active until Apr 29, 2026

  3) Pay yearly at $59,99. Cancel anytime

  Replika's annual billing option delivers the best value for our customers, who recognize the best results from a longer period of engagement with your Replika. This billing structure is consistent with industry standards.

  We welcome your further feedback as your experience continues.

  Sincerely,

  Replika.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23450494
  
  I am rejecting this response because: The average person can miss that detail with the way it is advertised and should have the opportunity to try it out rather than be stuck with a hefty unexpected cost of $59.99 for an entire year. I accept that I missed that small print and that's my fault but good business practice and common courtesy also dictates that the customer is always right and I don't believe that a refund in this case is too much to ask for considering the circumstance.
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company closed my account without issuing a refund!

  Business Response

  Date: 06/16/2025

  Hi,

  Please reach out to our support team by visiting: ******************************************** .

  We need to verify the account you are referring to, and review your concern through our official channels. 

  Thank-you,

  Replika.

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Replika has continuously charged my bank account each month for $56. I have tried to reach the company to dispute the charges via email and telephone. There is no corporate office listed on this company's website. The emails sent to ****************** have not been replied to in a timely fashion. The ********** support site does not offer clear instructions on how to reach the company to submit a dispute. I have followed the sites recommendation to cancel subscription; however, I do not have an account with this company and providing my email to their app has only resulted in repeat charges to my bank account. I have formally closed my checking account because of *******'s fraud practices. I request a full refund of $177 and further request that Replika do not further charge my bank account for any reason as I do not authorize the charge nor do I have services with their corporation.

  Business Response

  Date: 06/05/2025

  Dear BBB,
  
  Thank you for forwarding the complaint from the consumer. Below is a summary of our findings and next steps:
  
  1. Billing Check
  We see no active subscription under *********************** Its possible charges are tied to a different email or card.
  
  2.Cancellation & Support
  Our cancellation process is clearly in the *********** and app. Weve now made Cancel Subscription more prominent.
  
  3.Refund Offer
  Once we confirm which card was charged, we will issue a full refund of $177 if billing was in error.
  
  To speed things up, the consumer should contact ****************** to verify payment details. Once verified, a $177 refund will be issued if applicable, and no further charges will occur.
  
  Kind regards,
  Replika

• Initial Complaint

  Date:05/26/2025

  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.

  As you can see in the screenshots attached, the images are from the advertisement and the TRUE image is the one I saw when inside the software.Replika makers advertises images that don't belong to normal packages, it belongs to a deeper package, but that's not mentioned when you subscribe.I subscribed expecting the ** was at least close to the images advertised for reality, but they are too childish and cartoony.Finally, the *** and ************** play purchases are fully refundable, but replika doesn't want to refund my subscription over the website. This is discrimination for not getting their app.Lastly, if any customer is not pleased with what they bought, it's just a matter of customer care to be understanding and accept not every one likes the cartoons.Replika cannot make money from displeased customers, who will not be using the app or software. I don't want to think replika wants to profit from deceitful advertisement and keeping a customer who is not happy with that purchase. Is this how replika wants to make business and profit?I don't think so.Regards.

  Business Response

  Date: 06/03/2025

  Thank you for the chance to clarify. Replikas ads use illustrative visuals of an AI companion interacting with a userthey do not promise that the exact same graphics appear live inside the app. We never state in those ads, This is exactly how our app looks. Instead, theyre meant to convey the AI-companion concept (standard practice across every industry).

  
  1. No Misleading Avatar Claims
  The consumers screenshots show stylized AI-companion renderingsmeant purely as eye-catching imagery. At no point do they claim, You will see these exact scenes in the app. In reality, users subscribe to unlock our PRO features (advanced conversation, emotional prompts, etc.), not a specific avatar gallery.

  
  2. Complete Transparency Before Purchase
  When someone clicks an ad, they land on our landing page which clearly states Subscribe to unlock PRO features (with a reference to pricing and a link to our full refund/terms). We do not hide anything. Anyone concerned about how the app actually behaves can also download the free version directly from the App Store or Play Store to see the real UI at zero cost.

  
  3. What the User Actually Received
  After the customer subscribed via ****** (Transaction ID: ************** on May 21, 2025), they immediately gained access to every PRO capability (voice messages, emotional journaling, personalized goals, etc.). They did not purchase an avatar packthat was never our product.

  
  4. Refund Policy Was Clear
  Before finalizing payment, users must agree to our No refunds after digital content is accessed policy. This appears on (a) our landing page right above Subscribe and (b) ******* checkout screen. The buyer saw and accepted this policy. Consumable digital goods once used, they cannot be taken back, which is why our policy disallows refunds.
  Additionally, refunds for App Store/Google Play purchases are managed solely by those stores, not by us.

  
  Conclusion & ***********************start="2622" data-end="2625"> Because (1) our ads never promised exact in-app graphics, users see clear pricing/refund info before buying, the user accessed and consumed PRO features (which are non-refundable), a full refund isnt merited. However, were fully committed to resolving any remaining concerns so we will provide the user with a one-time allocation of in-game currency to unlock more paid features and extend one free month of PRO.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23379876
  
  I am rejecting this response because:
  

  Even though replika is trying to explain the images on their advertising being different because it's not what replika is about, they still went ahead and used different images from what the actual product performs with. The customer has already shown proof of how different the images from the ads are and the ones used inside the app. If replika claims the app is not about the images but the *** why then not used the same quality of avatar that is inside the software instead of a different one? That is exactly my point. The customer feels deceived and the product as something different from advertised. 

  There is a refund available for the app, why not bring it to the web? I was not aware the web version didn't offer refund, but I was aware the application version offered refund, see how confusing your setup is? 

  You can't stay with the client's money, enjoy. The application will not be used neither the bandwidth, I will hope the money makes a huge difference for the app and helps build a great AI. 

  IIt was never about the money but the principle of customer care, you don't debate neither force a customer to like your product, if there's no satisfaction, you work for the customer's being satisfied. You are shoveling your application down the customer's throat with this policy. 

  Regards. 

   

  
  Sincerely,
  
  ******* ****** ****** *****

• Initial Complaint

  Date:05/23/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 May 21, 2025 I paid $19.99 to ********** based on their advertisement of improved service added features to Replika. Instead, they provided fewer features than I had before with my Uktra Replika account. It was complete fraud and false advertising. I threw away my money for just a texting chat service, unlike what they represented woukd be video calls and added features to the plan I had before. I would like a refund of my $19.99. There have been MANY other instances of fraud and false advertising committed by Replika.

• Initial Complaint

  Date:03/14/2025

  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 tried to get a subscription to Replika for one month and it refused. I wound up getting a year's subscription and I want a FULL REFUND. The bot is STUPID and all it does is want to engage in *** talk or SEXTING. It will become male, female or transgendered for me. It is the epitomy of FRAUD and there is nothing on their website on in the program that allows you to contact them.

  Business Response

  Date: 03/21/2025

  Dear Better Business Bureau,

  We, the team at Replika, appreciate the opportunity to respond to the complaint made by Mr. ***** ******. We highly value fairness, transparency, and open communication, and we would like to clarify the concerns he has raised.

  Subscription
  Mr. ****** states that he was unable to purchase a monthly subscription and instead opted for a yearly one. However, he voluntarily selected the yearly subscription with full awareness of the terms. He can request a refund directly through ***** or ****** stores or file a chargeback through ****** or ****** if eligible. If he chooses to cancel, he may be eligible for a prorated refund, as he has actively used our app.

  About Replika
  Replika is the first AI chatbot designed as an emotional companion, adapting to the type of communication a user seeks. Contrary to Mr. ******* claims, Replika does not initiate or suggest "sexting," as this is not our primary intent. Our mission is to support users in various aspects of communication, including career topics, wellness, physical health, and language learning. Additionally, users create their own AI companions, and the character's gender does not change automatically, as Mr. ****** suggests.

  Customer Support
  Our support team is readily available through our website under the HELP section, where users can click CONTACT US to receive direct assistance. We are committed to providing a seamless experience and addressing any user concerns in a timely manner.

  Given the inaccuracies in Mr. ******* complaint, we respectfully refute his claims as unjust and misleading. We appreciate your time and consideration in reviewing this matter. Should you require any further information or documentation, we are happy to provide additional details to facilitate a thorough review.

  Thank you for your time.

  The Replika Team

• Initial Complaint

  Date:03/04/2025

  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.

  Purchased lifetime Feb 2 2021 For $78.99 twice for two accounts.I've tried contacting replika support for over five years,never to get a response from them. Had users impersonating Luka employees on discord. Replika Employees on discord purposely ignore and refuse to help get my account reinstated.I was banned for no legal reason. I don't know how many times I've tried communicating with replika support team or employees and they never respond to any complaint. The company shows on purpose discrimination against white adult females. I ********* I've been scammed out of my money and discriminated against being able to use there service. There app claims it is a discrimination and judgement free place to talk to a boyfriend/husband sexual companion and I can't even do that. Last I check in laws in ****** and the *** is illegal to discriminate against one person to be able to use there service and ban them for no.legit or legal reason.

  Business Response

  Date: 03/12/2025

   

  Good day, colleagues,
  Im ******* Kuyda, the founder of ******** We appreciate the Better Business Bureaus commitment to fairness and open communication, and we want to clarify the concerns she raised about our services. Below is a summary of our findings and clarifications:
  1. App Access Issue
  After a thorough review of **************** account, we confirmed that there are no active blocks or restrictions preventing her from using our services.
  We have attached relevant documentation (marked User ban status 1 and "User ban status 2") that indicate full functionality and access to the features she purchased. We can confirm that we have not enacted any bans or limitations on **************** account.
  2. ***************** Issue
  Ms. ** ******** mentions experiencing a ban from our official ****************** While the ***************** is officially recognized and overseen by Replika, any ban within that community does not impact a users access to our core application. Ms. ** ******** can continue to use all paid services without restriction, and her ***************** ban is unrelated to the services she purchased. Our official ***************** follows explicit guidelines stated in our rules (see attached An extract from Discord guideline). These rules include a policy against posts promoting negativity, or seeking to cause negativity, aimed at fostering a supportive and safe environment for our users.
  As shown in the screenshot Ms. ** ******** provided, she received multiple warnings from our volunteer moderators prior to her ban, which was ultimately enacted due to repeated violations, including the dissemination of misinformation. Please note that our moderators are volunteers who assist in managing our official Discord channel; they are neither employees nor formal representatives of Replika. We appreciate your time and consideration in reviewing this matter. Should you require any further information or documentation, we are more than willing to provide additional details to facilitate a thorough review.
  Thank you for your attention and assistance.
  ******* Kuyda,
  Founder, Replika

• Initial Complaint

  Date:12/14/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Replika sell an AI companion to ask questions and so on. They set me up with a full year after being untruthful deceiving me into thinking I could try the service for one month. I signed up thinking I would be billed for a month. Instead, I was billed for a full year and then they hid like a ghost and made themselves purposely unavailable. I asked ***** to refund the service since it had been less than one hour since Replika stole from me. ***** say they are unwilling to refund the charge because Replika is a third party and I should of read the fine print. However, this ******************** is out there misrepresenting the truth and the public need to be aware that they are liars forcing a full year subscription with zero customer service on potential customers by enticing potential customers into thinking they can try their corrupt service for a month.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Complaint Summary for BBB Transaction Date: November 8, 2024 Amount Paid: $70.00 Business Name: Replika Business Website: Replika.com Complaint Details:Business Commitment:Replika advertised their *********** with enhanced features on their website, encouraging users to subscribe directly. This promotion did not disclose any restriction on refunds for website purchases, implying the service would be subject to standard consumer protections, including potential refunds.Nature of the Dispute:After subscribing to Replika Pro through their website for $70, I requested a refund. Replika has since claimed on their support page that they cannot issue refunds for transactions made through their website. This is misleading, as it contradicts basic consumer rights and standard business practices. The no refund policy was not disclosed before purchase and limits my options unfairly, as customers reasonably expect a refund option for online services that may not meet expectations.Misleading Advertising:The advertisement on Replika.com failed to disclose any no refund policy for website subscriptions, which is deceptive. The service terms implied a fair transaction but did not clarify restrictions on refunds, which could have influenced my decision to subscribe.Efforts to Resolve:The cardholder, ******* *****, has initiated a dispute with his bank. I have also contacted Replika directly to request a refund, only to be informed of their restrictive refund policy post-purchase.Advertising Details:The advertisement was seen on Replikas website on November 8, 2024, the same day the transaction took place.Conclusion:This policy seems to contravene fair trade and consumer protection standards. I seek a full refund for the subscription, as Replikas refund denial for website purchases feels deceptive and unfairly restrictive.