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:11/09/2025

  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 signed up for super.com in order to book a hotel. The hotel booking was completed but I was enrolled in "Super+", which is a monthly subscription of US$15, without my permission (I had to enter my CC number to book the hotel, but did not authorize a monthly charge). I have cancelled my account with ********************** and attempted to get a refund from their automated system, but they say I have to speak with a "representative" who is too busy to talk to **** was charged on Sept 26, 2025 and Oct 26, 2025 before I noticed that I had been enrolled. I would like my charges of CA$43.03 refunded for this duplicitous service.

  

  Business Response

  Date: 11/10/2025

  Dear ****,

  Thank you for reaching out and sharing your experience with us. We understand the importance of transparency and want to ensure you have a clear understanding of your Super+ membership.

  The Super+ membership is designed to enhance your travel experience by providing exclusive benefits such as discounts and cashback opportunities. At Super.com, your trust is our top priority, and we ensure that all charges are processed securely with clear consentno sneaky sign-*** here! Our Terms & Conditions are always available for you to review for complete transparency.

  I appreciate your patience and effort in bringing this to our attention. I want to let you know that your membership has been canceled as of November 9, 2025. Although Super+ memberships are typically non-refundable, as a gesture of goodwill, we've processed a refund of $30 to your original payment method. You should see this reflected in your account within the next 3-5 business days.

  If you have any further questions or need additional assistance, please feel free to reach out. We're here to help and ensure your experience with Super.com is positive and rewarding.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/10/2025

  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:11/08/2025

  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 purchased an advertised room at a Holiday Inn Express through the super.com website for the night of Nov 7, 2025. Upon arrival, the hotel is NOT a Holiday Inn Express but is now called *************** and Suites. I checked with the front desk and they confirmed it was no longer a Holiday Inn property, but they did have my non refundable reservation. This was a bait and switch by Super.com from a branded hotel to a substandard hotel. Carpet was dirty, bathtub stained, and the pool was inoperative. The hotel voucher I received after booking specifically states Holiday Inn and Suites.

  

  Business Response

  Date: 11/10/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. I understand how important it is for your accommodations to align with your expectations, and I'm here to assist you.
  
  Our bookings are structured to be non-refundable and non-amendable to offer the best possible rates. As a third-party booking platform, we aim to provide a seamless booking process, while the hotel manages room upkeep and amenities.
  
  Given the situation you encountered, we have escalated this matter for further review. After discussing with the hotel front desk, Im pleased to inform you that we have secured a refund for your reservation. The refund has been processed to your original payment method and should reflect within the next 3 to 5 business days.
  
  Thank you for your understanding and patience. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/10/2025

  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:11/08/2025

  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.

  Super.com has billed my credit card twice at $15 each time for a monthly subscription. I never agreed to this subcription and I never signed up for their service.

  

  Business Response

  Date: 11/08/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. I understand the importance of clarity with any charges to your account, and I'm here to assist you in resolving this matter.
  
  It appears that the Super+ membership was activated during your booking with us. This membership offers benefits such as discounts, cashback on travel, and other perks to enhance your experience with Super.com.
  
  After reviewing your case, I can confirm that the membership has been canceled to prevent any future charges. Additionally, we've processed a refund of $30 to your original payment method, and you should see this reflected in your account within the next 3 to 5
  business days.
  
  We appreciate your patience and understanding, and should you have any further questions or need more assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/09/2025

  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:11/06/2025

  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 recently used Super.com to book a hotel for my husband and not seeing this after the fact, there was a box that must have been clicked in error, the Enhanced Refunds box had been selected, resulting in an additional charge of CAD $124.00.
  Before cancelling, I used the AI chat tool to confirm whether I would receive a 100% refund if I cancelled. The chat clearly stated that I would, so I proceeded to cancel and rebook the reservation without the Enhanced Refunds option to make sure that I would not be charged. The trip is for Jan 5 to 9th, why would I pay an extra $124 to protect my trip for an extra 5 days when it is already a refundable fee up until December 31st. As soon as I saw this I cancelled and rebooked without that fee, now i am out $124 CAD dollars. I asked them repeatedly to refund me.
  
  Given that I acted based on the information provided by your platform’s chat tool, I kindly ask that you process a refund for the CAD $124.00 charge.
  Thank you very much for your understanding and assistance.

  

  Business Response

  Date: 11/07/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. I understand how important it is to have assurance regarding your bookings, and I truly appreciate your patience as we address your concern.
  
  The Enhanced Refund option is designed as a service upgrade to provide additional protection for your bookings. This service allows for a full refund of the booking amount, excluding the Enhanced Refund fee itself, if the cancellation qualifies under the Refundable Terms and is supported by the necessary documentation.
  
  The fee for the Enhanced Refund option is non-refundable, as it facilitates the opportunity for a refund under approved circumstances. I can confirm that you have already been refunded the booking value to your original payment method; however, the Enhanced Refund fee remains as a non-refundable charge.
  
  We value your feedback and are committed to providing clear and transparent services. If you have any further questions or require assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I did not click that option.  I had a previous reservation and the price went down therefore, I cancelled and rebooked and for some reason, I saw this extra fee on my invoice.  I had not seen this box as per attached, and I would not have clicked that option since I did not need protection from January 1st to 5th for enhanced protection.  I am going to the *** **** in Las Vegas on business and I need that reservation.  I would like the refund because I did not buy this extra fee.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 11/08/2025

  Dear ******,
  
  Thank you for your follow-up email and for providing further clarification on your situation. I understand how important it is to ensure your bookings align with your expectations, especially with an important event approaching.
  
  We have carefully reviewed your case regarding the Enhanced Refund option. This service is designed as a non-refundable service upgrade to provide additional protection for bookings. While I understand your concern, and based on our policy, the Enhanced Refund fee remains non-refundable.
  
  We truly value your feedback and are committed to maintaining clear and transparent communication about our services.
  
  Thank you again for your understanding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I did purchase this enhanced fee and I want to be refunded.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 11/13/2025

  Dear ******,
  
  Thank you for your follow-up email and for providing more details about your situation. I understand the importance of ensuring your transaction reflects your intentions, especially for your upcoming event.
  
  As we have previously discussed, the Enhanced Refund option is a non-refundable service upgrade designed to provide added protection for bookings. Our policies maintain this fee as non-refundable, as it facilitates the opportunity for a refund under specific circumstances.
  
  Your feedback is invaluable, and we are committed to maintaining transparent and clear communication about our services. We understand this may not be the resolution you were hoping for, and as such, this will be our final response, with the case considered closed from our side.
  
  Thank you for your understanding and for allowing us the opportunity to address your concerns.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they decided that is their final word.  That is not ethical, as mentioned before, I never purchased this enhanced fee. They are being fraudulent in their response, this is my final offer.  I will tell others that they are careless and not ethical in their website practicess.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/06/2025

  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.

  This morning at I woke up to a charge from my bank on the 6th of November at 3:11am from a company I did not recognize. I do not recall subscribing to SUPER+ I am a college student so I have not booked a hotel in recent times. Upon further research it appears Super signed me up for some sort of service that costs $15.00. 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. Kindly refund this money. As I mentioned earlier I am a college student and I need it back.

  

  Business Response

  Date: 11/06/2025

  Hi Chimbusonma,
  
  Thank you for reaching out to Super.com. We appreciate your communication and the opportunity to address your concern.
  
  It appears that your subscription to Super+ was activated through targeted advertising channels, such as ROKT ads or referral links. These might include platforms like ****, Lyft, or other partner services offering the Super+ membership with onboarding credits and a paid trial. Clicking the ad redirects you to the Super.com onboarding flow, where the option to sign up for the Super+ membership is presented.
  
  Upon reviewing your account, we can confirm that your membership has been successfully canceled. As a gesture of goodwill, we have processed a refund for the $15 charge, which should reflect in your account within the next 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.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/10/2025

  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,
  
  Chimbusonma Arinze-uhuo

• 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:11/02/2025

  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.

  9-20-25 I booked a hotel room through Super for $90. Once I arrived at the hotel they said my reservation was cancelled because of overbooking. I have been trying to get a refund ever since and Super just keeps giving me the run around. I believe they knew the hotel was at capacity.

  

  Business Response

  Date: 11/03/2025

  Dear *****,

  Thank you for reaching out and sharing your experience with us. We understand how important it is to have a smooth and trouble-free stay, and Im here to provide clarity and assistance.

  It seems your reservation was affected by an overbooking situation, and we want to support you in addressing this. To proceed with your refund request, we kindly ask that you provide written confirmation from the hotel stating it was overbooked and that your booking was canceled free of charge. This documentation will enable us to further assist you in resolving the matter.

  We strive to ensure our customers have the best experience possible, and your feedback is invaluable in helping us achieve this. If you have any more questions or need further assistance, please feel free to reach out. We're here to help and ensure your experience with Super.com is positive.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 24096383
  
  I am rejecting this response because: I have already forwarded the email that was sent to me from Days Inn and Suites. I have also attached it to this complaint. Could you please explain how you can sell rooms for a place you can not contact when things go wrong? Please review your email, the attachments or contact Days Inn and Suites if you have any questions.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/05/2025

  Dear *****,

  Thank you for your patience and for following up with us. I recognize the situation may have been challenging, and I appreciate your efforts in providing the necessary documentation from Days Inn and Suites.

  I've reviewed your message and want to assure you that we've escalated the matter to our support team. They are actively working on your case and have reached out to you directly to ensure you receive the resolution you deserve.
  At Super.com, we aim to ensure smooth experiences for all our customers, and your feedback is valuable to us in refining our processes. Rest assured, we are committed to resolving this for you, and we are here to assist with any further questions or needs you may have.

  Thank you for allowing us to address this matter, and please dont hesitate to reach out with any additional inquiries.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:11/01/2025

  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.

  Went through Super.com to book a room. Checked and made sure they were legitimate. Booked the room and when I made it to the office, I was declined entry due to the virtual card that super.com sent was declined. My card has already been charged. I called super.com and they stated it was because I tried to check in early, and the card would be active 30 mins before checking time. Came in at 3:10 (10 minutes after check in time), and the card was still declined. No resolution yet as of 4:01.

  

  Business Response

  Date: 11/03/2025

  Dear *******,

  Thank you for reaching out and sharing your experience with us. We understand how crucial it is for your check-in process to be seamless and appreciate your patience in this matter.

  We have received confirmation that our travel partner has resolved the issue, allowing you to check in successfully. We regret any inconvenience the delay may have caused and are glad to see it has been settled.

  If there is anything more we can do for you or if you have additional questions, please feel free to reach out. We are here to ensure your experience with Super.com is as smooth and enjoyable as possible.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:11/01/2025

  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 have been being charged monthly $15 without consent or knowledge. I would like a refund from this company.

  

  Business Response

  Date: 11/02/2025

  Dear *****,

  Thank you for getting in touch with us and sharing your experience. We understand the importance of being fully informed about any charges, and I'm here to provide clarity on the situation.

  The Super+ membership is designed to enhance your travel experience by offering exclusive benefits, such as discounted rates and cashback opportunities. Clear consent is required at checkout to ensure transparencyno sneaky sign-*** here!

  We have reviewed your account and recognize the situation. Super+ memberships are generally non-refundable, but your satisfaction is important to us. As a gesture of goodwill, we've canceled your membership as of November 1, 2025, and processed a refund of $136.97 to your original payment method. You should see this reflected in your account within the next 35 business days.

  If you have any further questions or need additional assistance, please feel free to reach out. We're here to help and ensure your experience with Super.com is positive.

  Warm regards,
  Super.com Team