Complaints

This profile includes complaints for Super.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Super.com

  18 Bartol St # 159 San Francisco, CA 94133-4501

  
• 

  Super.com

  447 Sutter St Ste 506 San Francisco, CA 94108-4619

  

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:11/05/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not sign up for a super+ subscription and found out they have been taking money out of my account every month. July 3rd $15.00 August 3nd $15.00 September 3rd $15.00 October 3rd $15.00 November 3rd $15.00 I have contacted the company several times to see how the money has been coming out of my account and i can not understand them. They don't speak very good English. They only time i understood them was when they said they can not find anything by my phone number.

  

  Business Response

  Date: 11/06/2025

  Hi ******,
  
  Thank you for reaching out to Super.com and allowing us the opportunity to assist you. We appreciate your communication and are here to help clarify the situation.
  
  When booking through Super.com, the exclusive best available rates are offered specifically to Super+ members. To access these discounts, the option to enroll in Super+ is presented at checkout, and the membership is only activated once confirmation is given. This membership is entirely optional and offers valuable benefits like cashback, exclusive discounts, and additional travel perks.
  
  Upon reviewing your account, we can confirm that your Super+ membership has been successfully canceled. As a gesture of goodwill and to resolve the matter, we have processed a refund totaling $75, which should reflect in your account within 2-5 business days.
  
  Your satisfaction is important to us, and we are committed to ensuring a positive experience with Super.com. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Thank you for choosing Super.com.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/06/2025

  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:11/04/2025

  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 on 11/3/25 for $15 for a recurring subscription I did not agree to. I went ahead and disputed the transaction with my bank but I am not satisfied with the automatic and hidden enrollment into the Super+ subscription as it seems to be more as a trap and hidden fee for a subscription I did not need. I have also went to the super.com website and signed in with my phone to manually cancel the subscription. I have also never been on the website before then as well.

  

  Business Response

  Date: 11/06/2025

  Hi *******,
  
  Thank you for reaching out to Super.com. We appreciate your communication and the opportunity to address your situation.
  
  It appears that you signed up for Super+ through the shipment protection ad campaign, which includes a 10-day free trial before the monthly $15 fee begins. Upon reviewing your account, it shows that the sign-up occurred on 2025-10-24, and the membership charge was applied on 2025-11-02. However, we can confirm that your membership has now been successfully canceled.
  
  As a gesture of goodwill, we have processed a refund of $15, which should be reflected in your account within 2-5 business days.
  
  Your satisfaction is important to us, and we're committed to ensuring a positive experience with Super.com. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Thank you for choosing Super.com.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/06/2025

  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:10/31/2025

  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.

  Backstory, I am currently homeless living in a hotel. My brother was kind enough to lend me his debit card to pay for a room a couple of nights. I am having trouble (over a month) getting card removed from file. I'm stressing to them this is not my card. Therefore not my money. I am having so many issues removing the card on file. They're only charging $15 but it's not my money and they're refusing to remove said card.

  

  Business Response

  Date: 11/04/2025

  Dear Aqua,
  
  Thank you for reaching out and sharing your situation with us. I understand the importance of resolving this matter quickly, and I'm here to assist you.
  
  I want to let you know that we have canceled the Super+ membership associated with the card to prevent any future charges. Typically, the Super+ membership is activated during the booking process, where customers are offered exclusive benefits like discounts and cashback opportunities. This process requires confirmation during checkout, which helps ensure everything is clear.
  
  Your understanding and patience during this process are greatly appreciated. If there's anything more you need or any further assistance I can provide, please don't hesitate to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/04/2025

  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,
  
  Aqua *****

• Initial Complaint

  Date:10/30/2025

  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.

  I paid for their services of booking two rooms for one night at *** ******* By LuxUrban ********. When we arrived at the hotel on Sep. 7th 2025, all reservations were cancelled due to some building problem and we had no place to stay.I contacted them immediately about refund on Sep. 7th. They offered no help to find another hotel and no refund. Now this is Oct. 30th, after months of investigation, they never got back to me. What is worse is though they provided no services, they still charge my card for 3 month membership without telling me and emailing me. They should refund my hotel charge and membership fees.Avoid at all cost!

  

  Business Response

  Date: 10/31/2025

  Dear ***,
  
  Thank you for reaching out and sharing your experience with us. I understand how important it is to have clarity and resolution regarding your booking, and I appreciate your patience.
  
  Currently, a dispute has been filed with your bank concerning this transaction. Whenever a dispute is initiated, it requires all further communication and resolution efforts to be managed directly through the bank. Our role is to support the investigation by providing any necessary documentation and information they request.
  
  Because of this ongoing chargeback process, we are unable to intervene or make any changes to the transaction until the bank concludes their review. If the dispute had not been filed, we would have been able to escalate the matter internally for review and resolution.
  I recommend staying in touch with your bank for the latest updates on the dispute. Please be assured that we are fully cooperating with their requests to facilitate a comprehensive review.
  
  Thank you for your understanding in this matter.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/30/2025

  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 was fraudulently charged on my debit card twice now. I have NEVER even heard of this company so when I called to dispute the charges the man I spoke with kept telling me there not an account with my phone number which I already knew because I NEVER MADE AN ACCOUNT NOR DID I SIGN UP FOR THERE SERVICE. He then demanded my email and when I told him I wasnt comfortable giving him that because I was starting at my bank statement and he has confirmed I didnt have an account under my phone , he then wanted another phone number which I dont have. And he got irritated telling me hes not gonna repeat himself which upset me because Im also repeating myself stating I have NEVER heard of this company and havent booked any travel stuff in almost a year! So I asked for a supervisor as you can imagine there is no available supervisor maam offfffff course! Told him I wanted my **** money back immediately and he told me hes hanging up because of my FOUL language. I just want the money this company stole from me! This company popped up on my statements after my husband and I used ***** Fraudulently charging my card and willing taking money that was NOT authorized to be taking. Makes me sick. Especially in a time where extra money is not something I have and I have two small children to take care of. I believe I will be escalating this issue as far as I can to get this scam operation SHUT DOWN! IMMEDIATELY

  

  Business Response

  Date: 10/31/2025

  Dear Porsche,
  
  Thank you for reaching out and expressing your concerns. I understand how unsettling unexpected charges can be, especially when you have no prior knowledge of the company or service involved. I'm here to help clarify and resolve this matter for you.
  
  The Super+ membership is an optional program designed to offer benefits such as discounts and cashback opportunities. It appears that this might have been activated through a third-party advertisement, possibly during a transaction with another service like Uber.
  
  Rest assured, we've taken immediate steps to address your concerns. We've escalated this matter for thorough review, canceled the membership, and processed a full refund of all charges related to the membership. The refunded amount will appear in your original payment method within the next 3 to 5 business days.
  
  I appreciate your patience and understanding as we work to resolve this issue, and while I understand the initial frustration, we're committed to ensuring a positive resolution for you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/29/2025

  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.

  On April 27th, 2025, I booked a hotel through Super via a ****** travel search. Super then billed me CA$21 for each of May, June, July, August, Sept, and Oct 2025 for a supposed "monthly membership". There was no email or text message explaining that, by simply booking, they were fraudulently enrolling you in their subscription service. The only way to cancel is to follow the credit card trail to a phone number. Apparently, the terms are concealed somewhere in the reservation. Upon investigation, I've found multiple reports of Super's deceitful practices. I've reported the issue to my bank and credit card company and seek reimbursement for six installments of CA$21, for a total of CA$126. I request that BBB take action to prevent this practice and warn consumers and banks about Super. I also intend to file a complaint with ****** promoting deceitful business practices by including Super in their listings.

  

  Business Response

  Date: 10/30/2025

  Hi ********,
  
  Thank you for reaching out to Super.com and for bringing this matter to our attention.
  
  When booking through our platform, the exclusive best available rates are offered specifically to Super+ members. To access these discounts, the option to enroll in Super+ is clearly presented at checkout, and the membership is only activated once confirmation is given. The Super+ membership is entirely optional and designed to provide added value through benefits like cashback, exclusive discounts, and additional travel perks.
  
  Weve reviewed your account and confirmed that your Super+ membership has been successfully canceled. Our records show that six months were charged at $15 each, totaling $90. As a one-time exception, well be processing a full refund for this amount. You can expect the refund to reflect on your original payment method within the next 35 business days.
  
  If you have any further questions or need assistance, feel free to reach out were here to help!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 10/30/2025

  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. I strongly suggest that the company reconsider its approach to auto-enrolling customers in a monthly subscription and explore a more transparent method for building its membership.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:10/29/2025

  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.

  Checked into a Super 8 hotel. My card was appropriately charged for my room.Five days later, a "$15 charge" appeared on my bank ************ appears (based on information found on the internet) that Super 8 signed me up for some sort of service that cost "$15 per month". I have NO recollection of being informed of any such service, and certainly did/would not agree to do so.Several complaints of this ilk were reported to online forums and sites.

  

  Business Response

  Date: 10/29/2025

  Hi ******,
  
  Thank you for reaching out to Super.com and for bringing this matter to our attention.
  
  When booking through Super.com, the exclusive best available rates are offered specifically to Super+ members. To access these discounts, the option to enroll in Super+ is presented at checkout, and the membership is only activated once confirmation is given. This membership is entirely optional and is designed to provide valuable benefits like cashback, exclusive discounts, and additional travel perks.
  
  Weve thoroughly reviewed your account and can confirm that your Super+ membership has been successfully canceled. As a one-time exception, weve also processed a refund for one month of charges, totaling $15. You can expect to see this reflected in your account within 35 business days, and no further charges will be made.
  
  If you have any other questions or need assistance, feel free to reach out were here to help!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 10/29/2025

  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:10/29/2025

  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 haven’t traveled and have no idea how they got my card or why they’re charging me!

  

  Business Response

  Date: 10/29/2025

  Hi *******,
  
  Thank you for reaching out to Super.com and for bringing this matter to our attention. 
  
  It looks like you signed up for one of our travel savings membership plans. This plan is designed for customers who want to make the most of their travel bookings, offering 10% cashback and a simple, no-frills experience with a short trial period and no onboarding bonus.
  
  We’ve gone ahead and canceled your membership and, as a one-time courtesy, processed a refund of $15. You can expect to see this reflected in your account within 3–5 business days.
  
  If you have any other questions or need help with anything else, feel free to reply — we’re here for you!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:10/29/2025

  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.

  On October 24 2025 I made it reservation for hotel room. Unfortunately one of my guest was unable to make it due to illness. I had paid for 1 room with a refund upgrade. I was then told upon not being able to make my reservation that I couldn't receive a refund despite getting a doctor's note. And then just after im charged 15 dollars for a membership that I specifically didn't ask for. The amount of sketchy behavior this company has exhibited is scary.

  

  Business Response

  Date: 11/05/2025

  Dear Shahreif,

  Thank you for reaching out and sharing your experience with us. We know how crucial it is for travel plans to go smoothly, and we're here to provide support.

  Our bookings are generally non-amendable and non-refundable to ensure we offer you the best rates possible. However, I'm glad you opted for the Enhanced Refund option, designed to add flexibility by allowing a full refund if unforeseen circumstances, such as a guest's illness, disrupt your plans. If valid reasons prevent you from completing your booking, as outlined in our Refundable Terms and Conditions, you can apply for a refund directly to your bank account by submitting the required documentation. All details can be found in the Cancellation Policy section of your confirmation email.

  Regarding the Super+ membership charge, I want you to know that your trust is paramount to us at Super.com. We ensure transparency by processing all charges securely with clear consentno sneaky sign-**** You are always welcome to review our Terms & Conditions for more information. While Super+ memberships are typically non-refundable, as a gesture of goodwill, we have canceled your membership as of November 5, 2025, and refunded $15 to your original payment method. You should see this reflected in your account within 3-5 business days.

  Our support team has been informed and has reached out to you directly to assist with your queries. We're pleased to let you know that we now consider this case closed.

  If there's anything more we can do for you, please don't hesitate to reach out. Were here to help and ensure your experience with Super.com is positive.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/05/2025

   
  Complaint: 24078631
  
  I am rejecting this response because: You did not make this right. I applied for refund was told some nonsense about how i couldn't be helped despite paying for an refund upgrade. Which defeats the point of having the option. 
  
  Sincerely,
  
  Shahreif ******

  

  Business Response

  Date: 11/07/2025

  Dear Shahreif,
  
  Thank you for your follow-up email and for sharing your concerns. I understand the importance of receiving the service you expected, and I appreciate you taking the time to reach out.
  
  We have carefully reviewed your case, and the matter of your reservation has been escalated for further examination. After discussions with our travel partner, a refund was not approved. The hotel has chosen not to process any further cancellations or refunds, and as facilitators of bookings, we are bound by the terms set by our travel partners and do not have the authority to alter their decisions.
  
  We recognize that this may not be the resolution you were hoping for. With this response, we consider the case closed on our end. Should you have any other concerns, we recommend continuing communication directly with the hotel.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/07/2025

   
  Complaint: 24078631
  
  I am rejecting this response because: I attempted contacting the hotel to follow your procedures and they wouldn't answer. This makes it your responsibility to help me which you did not. No I will not drop this. 

  
  Sincerely,
  
  Shahreif ******

• Initial Complaint

  Date:10/29/2025

  Type:Product 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 booked a hotel on the website and paid extra to extend the refundability of the room that I reserved. When I went to cancel the hotel, they refused to refund my money because they claimed that my reason for refund was not one of their pre-approved reasons. They did not mention anything about these pre-approved reasons at the time of booking. Had I know that I would not be able to receive a refund for any reason, I would never have booked a room through their website.

  Customer Answer

  Date: 10/29/2025

  To Whom it May Concern,

   

  I just filed a compliant about Super.com, that they were not going to issue me a refund.  They now have issued the refund immediately after I filed the complain.  The complaint is under my name:

   

  ***** *********.

   

  Thank you for your time.

   

  Since