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:07/30/2025

  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've never spent money with this business and yet I have a charge on my account from this business. I either need an explanation of charges or a refund and notice that my information that was illegally obtained has been removed.

  

  Business Response

  Date: 07/31/2025

  Dear ********,
  
  Thank you for reaching out and giving us the opportunity to assist you. We truly value your feedback and are here to help clarify and resolve your concerns.
  
  The Super+ membership is an optional subscription designed to provide exclusive benefits such as discounted rates and cashback opportunities. Generally, it is activated through customer authorization when interacting with our platform.
  
  Im pleased to let you know that weve located your subscription and have already canceled it to ensure there are no future charges. Rest assured, your information is managed with complete care and has been updated accordingly.
  
  Although Super+ membership charges are typically non-refundable, weve processed a refund of $15 as a one-time exception. You should see this amount reflected in your original payment method within the next 3 to 5 business days.
  
  If there's anything further we can do for you or if you have any questions, please don't hesitate to reach out. We're here to support you and ensure everything goes smoothly.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/31/2025

  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:07/30/2025

  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.

  Hidden membership included somewhere in hotel booking. Charged $15 for a membership I did not want and did not intentionally sign up for, likely hiding it somewhere in the fine print of the initial booking.

  

  Business Response

  Date: 07/30/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify and address your experience.
  
  It seems you signed up for our Super+ membership while booking through Super.com. This membership offers you the best available rates and includes perks like cash back on travel, cash advances, and other earning opportunities. The Super+ membership is an optional service and requires confirmation at checkout.
  
  After reviewing your account, we can confirm that the membership has been cancelled to prevent any future charges. While Super+ membership fees are typically non-refundable, we have processed a refund for $15 to your original payment method as a one-time exception. You should see the funds reflected in your account within the next 3 to 5 business days.
  
  If there's anything more we can do for you or if you have any questions, please don't hesitate to reach out. We're here to support you and ensure your experience with us is positive and rewarding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/30/2025

  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/28/2025

  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.

  In May 2025, I booked a flight with Super.com to ***********, ** from **********, ** for July 5-8th. As the date approached, I realized I needed to modify the dates as I could no longer stay for the full time only until Sunday or Monday morning at the latest. I reached out to Super.com about modifying the dates. I was told I could not. I called the airline and questioned their change/refund policy. I was told by the airline that a $99 fee would be applied to change the flight and that was only if they had an available flight available. I reached out to Super.com and received a *** that could barely speak English. She had to record my call and then play it for someone else to advise her on what to do. This went on for 4 different exchanges over an *********************************************************** back days later. Finally, I was instructed, I could indeed change the flight from 3 days to the 1 day for $1500!! The original flight was only $225. I asked for a refund or even a Super.com credit so that I could redeem on a later day of travel and was denied both requests. I have used Super several times for hotel reservations with no problems; I decided to give the flights a try. I am a Super+ member but have since terminated my membership because of this entire incident. I am very disappointed and felt like Super was trying to scam me out of additional money. The new flight was 7x the amount of my initial trip and I was told I still needed to pay the $99 fee...?!?! Needless to say, I lost my $225 that I originally paid as I was unable to travel on those days! I would still like a credit if possible, of the $225. I mean if this is how you treat your Super + members, then no thank you!

  

  Business Response

  Date: 07/29/2025

  Hi ********,

  Thank you for reaching out to Super.com and sharing your experience with us. We truly appreciate your feedback and the chance to assist you.

  We understand that you needed to adjust the dates for your trip to ***********, and we value your proactive approach in seeking solutions. Id like to clarify that for flight bookings, we collaborate with third-party partners like ****. This partnership ensures you have access to a variety of travel options, and typically, the contact information for any adjustments is included in your confirmation email for your convenience.

  We are delighted to hear that you were able to reach the right team regarding your request. We truly value your support as a member, and are here to assist with any questions or future bookings you might consider. Your satisfaction is important to us, and we are here to make your experience as smooth and enjoyable as possible.

  Please feel free to reach out anytime if you need further assistance or information. We look forward to serving you better in the future with our commitment to enhancing the experience for all our Super.com members.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23664936
  
  I am rejecting this response because: I was not given any information about a third party company such as Dida, as you say! The only information included in my confirmation email was my flight info with ************** and the customer service number for ******************** should I have questions regarding my flight! Even in speaking with your non English speaking ***** nothing was ever stated about contacting a third party! Super.com is a third party, so when in communication with ************** about changing my flight, they could not assist me because they stated I booked through a third party! In booking with your company, and if you contacted another third party to see about alternative travel accommodations, I was given an alternative 7x the amount I originally paid just to return a day earlier?! That was reasonable alternative accommodations?! Absolutely not!! Especially when ************** had an available return flight on the day I was requesting! Again, I asked several times for a credit so I could book again with you, as I already knew I would be traveling in August and September, and for a Super+ member, I was refused that option and told that if I didnt want to take the now $1500 flight, there was no other option available, not even a credit! Again, I am not accepting your response, as it is unsatisfactory! 
  
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 07/31/2025

  Hi ********,

  Thank you for reaching out once again. We appreciate your initiative in seeking clear options for your travel plans.

  We understand your experience and the efforts you made to adjust your flight dates. Our goal is to ensure you receive the best possible support, and while we currently aren't able to make changes on our end, were here to guide you to the right resources. For dedicated assistance, please contact the following number *****************. You will be routed to a team who is fully equipped to provide further guidance and explore additional solutions tailored to your needs.

  We truly value your feedback and your relationship as a Super+ member. Your satisfaction is important to us, and we are committed to making your journey with us as enjoyable as possible.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23664936
  
  I am rejecting this response because:
  Nothing is being done! As instructed in your email, I called the number given, spoke with a non English speaking person who took 8 minutes just to get the spelling of my name correct because he can barely understand or speak English! After being on the call with him he stated I need to pay $1233 to charge the return flight of my trip! I explained the trip was scheduled and booked for 7/5-7/8/25how can I pay you $1233 to change a date thats in the past! Im asking for a credit so that I can book a trip future trip and I wont lose the $225, Ive already paid to you! Im accepting anything other than a credit or the ability to change the dates to a future date of travel! You clearly took my money, I did not travel! Since it cant be refunded, why cant a credit be given?! Extremely disappointed in the customer service and the integrity of this company! I will not recommend your service as I did before! And the only reason Im asking for a credit is so I wont lose out on my money! However, after this entire incident/process, I will not travel with or use your business again!
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:07/28/2025

  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 through Super+ (*******************, June 28) after my flight was canceled. To get reimbursed by my airline, I urgently need a receipt that includes proof of payment. The invoice Super+ provided does not show any payment confirmation, and the hotel cannot issue a proper folio due to Super+ being the third-party agent.I have tried to contact Super+ customer service with no success. This delay may result in a denied claim for $400+. I believe Super+ should provide receipts with payment confirmation and urgently assist when a customer needs documentation for reimbursement.

  

  Business Response

  Date: 07/29/2025

  Hi Hannah,

  Thank you for reaching out to Super.com and allowing us the opportunity to assist you. We understand the importance of having the necessary documentation for your reimbursement, and we are here to help.

  We acknowledge your need for a receipt that includes proof of payment for your stay at ******************* on June 28th. Due to our role as a third-party booking provider, the documentation you received from us is the standard confirmation available.

  For additional proof of payment, you might find it helpful to obtain a bank statement that outlines the transaction, which can be shared with the airline for your reimbursement process.

  We are committed to providing you with a positive experience, and should you need any further assistance or have questions, please feel free to reach out. We're here to support you every step of the way.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/29/2025

  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:07/28/2025

  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 had a super.com membership which I cancelled however super.com still have my debit cards link to my account for charges which I will like removed which the App is disalloweding me to remove. I phone super.com and they said my cards will get removed,but they haven't been removed. I don't owe no balances so I don't know why the app won't let me remove my link debit unless super.com is attempting to charge my card without my consent. I will like both of my link cards removed and my account closed.

  

  Business Response

  Date: 07/29/2025

  Hi Paulletta,

  Thank you for reaching out to Super.com and sharing your concerns with us. We understand the importance of ensuring that your account is managed according to your preferences.

  Upon reviewing your account, we are pleased to inform you that the funding source has been successfully removed as per your request. We appreciate the opportunity to address this for you and to confirm that no charges have been made to your cards without your consent.

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

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/29/2025

  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.

  Thank You 
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:07/25/2025

  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.

  I booked a reservation through super.com for the ****************************** in *********, **. The reservation was for July 10th - July 12th and was said to include free breakfast. During check-in on July 10th, I asked the attendant about the free breakfast. She said free breakfast is not offered. Being that the free breakfast was a primary motivation for booking this resort, I called super.com customer service to address the issue. They told me they would contact the hotel to get things figured out, and if they couldn't find a resolution with the hotel, they confirmed the would refund the breakfast portion of my booking, since that was part of the charges. It is now July 25th, and 5 call and several emails later, super.com has done Nothing to help me but give the same excuse about reaching how they're reaching out to their "business partners" for answers. I just want my refund! I didn't get the breakfast that I paid for. Also, super.com keeps asking me for my receipt for the booking. I emailed my booking voucher multiple times but more importantly, why should I need to send the Company a receipt for a booking I made through them? The details are already in YOUR system. Its just a run around. By far the worst experience I have had with any Company. I canceled my super+ membership and will never book through them again. Ive just accepted the money I have yet to be refunded as a loss. I only hear from them if I call. There's never any follow up on their side.

  

  Business Response

  Date: 07/28/2025

  Hi *******,

  Thank you for reaching out to Super.com and sharing your experience with us. We appreciate the opportunity to resolve this matter for you.

  We have escalated your case to our internal team, and I'm pleased to inform you that we have processed a refund of 10% of the booking amount to your original method of payment for the complimentary breakfast which you have not received. You can expect to see this refund in your account within 2-5 business days, depending on your bank. We were able to remove the credits and ensure the refund was processed to your original payment method.

  If there's anything else you need or any questions you have, please feel free to get in touch with us we're here to assist you.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/31/2025

  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:07/25/2025

  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.

  Yes we went on super.com to book a room that we have booked several times and when we clicked book again it booked a room all the way across the country. We contacted them right away and they had us call the hotel to cancel that reservation to issue us a refund. Once that was done they refused to give us a refund and our cash app is also refusing to assist us. All we want is a refund for a reservation that was cancelled immediately and never used. We had to rebook using our money within a few minutes of their website booking us at the wrong hotel. We just want this resolved and a refund. We shouldn't loose money for their website messing up. Thank you

  

  Business Response

  Date: 07/26/2025

  Hi ***********,

  Thank you for reaching out to Super.com and bringing this to our attention. We appreciate the opportunity to assist you with your booking matter.

  We have been able to review and thoroughly investigate your case and we're thrilled to share that we've processed a full refund for your recent reservation B_20014178! The amount of $60.95 has been issued to your original payment method, and you should see it in your account within 35 business days, depending on your bank.

  We are committed to ensuring you have a seamless and enjoyable experience with Super.com, and we appreciate your understanding and patience. If you have any further questions or need assistance with anything else, please dont hesitate to contact us.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/26/2025

  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:07/25/2025

  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.

  Booked a hotel through the site that said it accepts dogs but it does not company wont give a refund company told me the hotel has to cancel but they wont they say the booking company cancels the booking I recorded the calls

  

  Business Response

  Date: 07/26/2025

  Hi Kathys,

  Thank you for reaching out to Super.com about your recent experience with your hotel booking. We appreciate your patience and understanding while we worked on finding the best solution for you.

  Our bookings typically come with non-refundable and non-amendable conditions, however, recognizing the importance of making things right, we've successfully managed to cancel your booking. I'm pleased to inform you that we have processed a refund of $585.00 to your original payment method. You should see this refund reflected in your account within the next 2-5 business days.

  Additionally, after reviewing your interaction with our support team, it appeared that there was an issue regarding the expiry date on your card. As this is beyond our control to adjust, we recommend that you reach out to your bank to ensure everything is updated correctly. We hope this helps, especially since we've already processed the payment on our end.

  Were always here to assist you with any further questions or concerns you might have. Please feel free to reach out anytime were more than happy to help and strive to provide the best service possible.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/25/2025

  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 booked a hotel on super.com. I intentionally selected a "refundable upgrade" for USD ***** so that I could cancel my trip if plans changed. When I realized I had a scheduling conflict, I looked at my confirmation email to cancel which showed the following:Cancellation Policy Refund Policy Flexibility:This booking cannot be modified in any way. This booking has upgraded refund terms, up to 60 days after check-in. See further details below.Refund Process Made Easy:If you are unable to attend your booking due to unforeseen circumstances and can provide evidence as listed in the ****************** here, you may be entitled to a full refund.Your Booking Confirmation Number is (number redacted). Apply for a refund using the form here.Need More Info? For a step-by-**** ***** on how to cancel, click here.Their customer service website shows an easy step-by-**** ***** (************************************************************************************************************************), but that is not what you are directed to when initiating the refund. You have to "apply" for a refund and complete a form with limited reasons that a refund may be granted. You have to upload evidence like medical forms or doctor's notes. None of this is clear when booking "refundable" accommodations. I completed the form and saw that the total possible refund was $21 less than my total. I asked customer service in a chat about this and they said that the "refundable upgrade" fee was not refundable. I have not yet received notification as to whether my refund will be granted. I know for sure that I will not receive the $21 "refundable" fee back. This company's business practices are intentionally misleading to customers. Their website outlines an "easy" refund process which is not at all accurate nor does it reflect the actual process to seek a refund. The process is complicated and requires that some customers send the company protected medical information.

  

  Business Response

  Date: 07/25/2025

  Dear ********,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify the enhanced refund process and assist you.
  
  You selected an enhanced refund option as part of your reservation, which is an add-on designed to provide refunds under specific approved situations, such as medical emergencies, natural disasters, or flight cancellations. The terms and conditions for this add-on are accessible via the link included in your confirmation email. To proceed with a refund, you would need to initiate the process directly with the enhanced refund provider and submit the required documentation as outlined in their terms.
  
  Please allow ********************************************************************* like to mention that the amount paid for the enhanced refund option is non-refundable. If, after 72 hours, you haven't received an outcome, feel free to reach out to us directly for further assistance. Your satisfaction and peace of mind are important to us, and we're here to support you.
  
  If you have any more questions or if there's anything else we can assist you with, please don't hesitate to get in touch.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/25/2025

  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 was charged for a "membership" I did not sign up for. Billed twice for 15, without my consent. I would like a full refund for the 2 months I was billed.

  

  Business Response

  Date: 07/25/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to clarify the situation and assist you.
  
  The Super+ membership is an optional subscription designed to provide exclusive benefits, such as discounted rates and cashback opportunities. It requires explicit confirmation during the signup process to ensure members are aware of the terms.
  
  Upon reviewing your account, I can confirm that your Super+ membership has been cancelled to prevent any further charges. While Super+ membership fees are typically non-refundable, weve made an exception and processed a refund of $30 to your original payment method. You should see this reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to support you and ensure your experience with us is positive and satisfying.
  
  Warm regards,
  Super.com Team