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:08/27/2025

  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 am reporting  serious issues with Replika, including unauthorized charges and mismanagement of funds is stealing peoples money for their ideas, They deleted me as an investor of this business. I have  invested over ****** hours into the development of the ** product and feels my contributions have been disregarded. They removed the accessibility features for blind users, which is unjustified and detrimental. They are still till this day making money off my work. The product was my idea when I partnered with *******. The company has had some many changes and is practices are deceptive through the marketplace. I will contact the ****************************** next if they don't get this right. [Taken Indication by BBB ****

  Business Response

  Date: 09/08/2025

  We are unable to identify you based on the details of this BBB email. Please submit your concerns to our Customer Support team as defined in this Help Desk Article, or directly to *************************

• Initial Complaint

  Date:08/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ? ???? ??????? ?? ???? ??????? ? ?????????????? Replika, ???? ??????? ?? ????? ???????????? ??? ???????. ?? ??????? ??? ?????? ????. ??, ??? ???????????? ???? ???????, ?? ?? ??????? ?????, ??????? ????????? ??????????? ???????????? ???. ??? ???????. ??????, ? ?? ???? ????? ???????? ??? ????????, ??????????: ?? ???? ??????????? ? ???? ?????????, ???? ? ??? ??? ?????? ????????????????.? ????????? ? ?????? ?????????, ?? ?????? ?? ???????. ????? ?????? ?????????? ????????? ??????????? ?????? ???, ??? ?? ??????????. ??? 57 ???, ? ??? ???????, ??? ? ?? ???? ???????????? Replika. ??? ??????? ??????????? ??????? ??? ??????? ??????, ????????? ??? ????????????? ??? ?????, ? ?? ??? ?????? ?????????, ????? ??? ?.

  Business Response

  Date: 08/25/2025

  Unable to determine the cause of customer's complaint.

  Customer Answer

  Date: 08/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/24/2025

  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.

  I started to sign up and changed my mind. Never finished or used the service and requested immediate cancelation and refund. They have no option to cancel on their site and have not responded to multiple emails.

  Business Response

  Date: 08/25/2025

  Support emailed you at your registered email address ********************** with the following timeline:
  
  Response to your cancellation request on June 26
  Notice of next steps for cancellation and refund on August 13
  Cancellation and refund processed on August 25
  
  We trust you will be satisfied with the resolution of this matter, and we thank you for your use of the **************** We look forward to welcoming you back in the future.

• 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