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:01/05/2025

  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.

  Dear BBB,
  
  I am filing a formal complaint against Super.com due to a highly unsatisfactory experience with a hotel booking made through their platform.
  
  I booked a room at ******* **** ***** through Super.com, selecting what was described as a "2 King Beds Room." Upon arrival at the hotel on Dec 29, I was informed that this room type does not even exist at their property, and all rooms with two beds were already occupied by other guests. As a result, my family and I were forced to stay in a one queen bed room with an ottoman, which was far from sufficient and caused significant inconvenience.
  
  This issue arose after we had traveled a long distance in hazardous snowstorm conditions. We were exhausted and simply needed appropriate accommodations to rest. When I raised the issue with the hotel staff, they directed me to Super.com, stating they could not assist further. However, Super.com dismissed my concerns, claiming that "the booking has been completed," and refused to take any action to resolve the matter.
  
  Super.com's lack of accountability, combined with their failure to ensure accurate information in their listings, has not only caused discomfort and inconvenience but also eroded my trust in their service.
  
  I am requesting the following:
  
  A full refund for the misrepresented booking and the inconvenience caused.
  Compensation for the undue stress and hardship resulting from this situation.
  Assurance that Super.com will review and update their listings to prevent future misrepresentation of hotel accommodations.
  I am submitting this complaint to the BBB to seek assistance in holding Super.com accountable for their lack of service and to prevent others from facing similar issues.
  
  Thank you for your time and consideration.

  

  Business Response

  Date: 01/15/2025

  Dear Shuzhao,

  Thank you for reaching out to share your experience with your recent reservation at ******* **** *****. We genuinely value your feedback and deeply regret any inconvenience caused during your stay.

  As you may have already seen, one of our agents reached out to you to address this matter. After thoroughly reviewing your case, we provided compensation of 20% of your booking amount (equivalent to $108.15 USD) in Super Credits as a gesture of goodwill and acknowledgment of the situation. These credits have been added to your Super account for immediate use on any future bookings.

  While we understand your disappointment with the room allocation at the property, we want to clarify that the reservation was utilized as booked. The hotel confirmed your stay, and as the booking was completed, our ability to offer further monetary compensation is limited. However, we are actively working to ensure our property listings are reviewed for accuracy to prevent similar issues in the future.

  We hope the compensation provided reflects our commitment to making things right as much as possible in this situation. Should you have any further questions or need assistance, please don’t hesitate to reach out to us.
  Thank you for giving us the opportunity to address your concerns, and we hope to serve you better in the future.

  Best regards,
  Super.com

• Initial Complaint

  Date:01/05/2025

  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.

  Super has stolen my ****** card information, I'm guessing through an ad they took out through Safeways app, I clicked on it for an offer and the same day had that card info stolen and charged to super.com. now another larger charge has appeared today. They are stealing credit card info and hoping by charging minimal amounts at first ****** won't notice.

  

  Business Response

  Date: 01/14/2025

  Dear Cati,
  Thank you for contacting us regarding your recent charges. We want to assure you that there was no unauthorized use of your ****** card or stolen information. Our membership process requires customers to actively click through and agree to the terms before enrollment is completed.

  
  That said, we understand your concern and have canceled your membership to ensure no further charges will occur. Additionally, we have refunded the $15 membership fee, which will appear in your ****** account as soon as your bank processes it, typically within 3-5 business days.

  
  However, the $1.97 charge was part of the trial period before the membership and is non-refundable as outlined in our terms.

  
  We hope this resolution addresses your concern. Please confirm if this solution works for you so we can close this case.

  
  Best regards,
  Super.com

• Initial Complaint

  Date:01/04/2025

  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.

  Company uses deceptive practices to make you sign up for a membership when booking. Can not cancel on website. Can not cancel through chat on website. Can not cancel via customer support line, no option 3 for 24 hours account cancellation on support line.

  

  Business Response

  Date: 01/14/2025

  Dear ******,

  Thank you for reaching out to us. After thoroughly reviewing your account, we were unable to locate any charge of $15 related to your membership. It appears that your membership was canceled during the free trial period, and no charges were applied to your payment method.

  If you have evidence of any charge, such as a bank statement or transaction receipt, please share that with us so we can investigate further and take the appropriate steps to resolve this matter.
  We also want to assure you that your membership has been successfully canceled, and no further charges will occur.

  
  Thank you for bringing this to our attention, and we look forward to resolving this promptly.
  Best regards,
  Super.com

• Initial Complaint

  Date:01/04/2025

  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 attempting to use LYFT app in the airport under a hectic time period. I received a message that I needed to sign in and so I signed in without realizing it was a super.com web site ad and not Lyft. I immediately attempted *** cancel. Despite saying that you could cancel anytime, I was not able to reach a live **** I used their automated service and cancelled. I noted they had already charged my credit card without providing any services. They use deception to try to get people to sign up and then they make it difficult to cancel and they immediately charge. They are not clear - I would like my account deleted, my information removed and a full refund or cancellation of any charges

  

  Business Response

  Date: 01/14/2025

  Dear *****,
  Thank you for contacting us regarding your recent experience. We want to assure you that accidental sign-*** are not possible, as our process requires customers to review and accept the terms and conditions before completing their enrollment.

  
  That said, we understand your concern and have canceled your membership to ensure no further charges will occur. Additionally, we have refunded the $1.97 charge, and a receipt confirming this action is attached to this message. The refund will appear in your account as soon as your bank processes it, typically within 3-5 business days.

  
  We hope this resolution addresses your concern. Please let us know if there is anything further we can assist you with.

  
  Best regards,
  Super.com

• Initial Complaint

  Date:01/04/2025

  Type:Customer Service 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.

  Fraudulent charges. I have NO idea whom this company is nor have I enrolled in any of their products or services. Yet I have been charged twice in the last few days ($1.97 than $15.00).
  I am currently “on hold” as I am reading the reviews of this company which is a complete fraud.

  

  Business Response

  Date: 01/13/2025

  Dear Ed,
  Thank you for contacting us regarding your recent charges. We want to assure you that accidental charges are not possible, as our membership process requires customers to click through and confirm their enrollment. That said, we understand your concern and have refunded the $15 membership fee. This refund will appear in your account as soon as your bank posts it, typically within 3-5 business days.
  However, the $1.97 charge was for the trial period before the membership, and as stated in our terms, this fee is strictly non-refundable.
  We hope this resolution addresses your concern. Please confirm if this solution works for you so we can close this case.
  Best regards,
  Super.com

• Initial Complaint

  Date:01/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a hotel reservation and was charged $180, on 11/21/24. For a hotel visit on 12/29/2024.
  When we arrived at the hotel on 12/29/24. The hotel told us that Super.com never paid them, so we had to pay at check in again even though I was already charged by Super.com for the reservation. I contacted super.com and confirmed after our hotel stay with the hotel manager that the hotel never received payment, from super.com. I chatted via live chat with Super. Com. Could not get them to refund me, their charge. I had to go thru my **** to challenge. The hotel manager said it happens regularly that they don’t get payment from them. I feel like this is a Ponzi scheme where they collect money and don’t pay all the hotels, they don’t have a live person to talk to and make it difficult to get the issue resolved .

  

  Business Response

  Date: 01/13/2025

  Dear Paula, 

  Thank you for bringing this to our attention. We deeply regret the inconvenience you experienced during your hotel stay and the delay in resolving your refund.
  
  Our agents acted in line with their training, which requires proof of double payment before proceeding with a refund. This ensures that all claims are handled fairly and accurately. We understand how frustrating this situation must have been and sincerely apologize for any difficulty this process caused.
  
  Please rest assured that our internal team is now handling your case directly to expedite the resolution. We are actively working on your refund and will provide an update as soon as possible.
  
  Thank you for your patience and understanding as we work to make this right.
  
  Best regards,
  Super.com
  

• Initial Complaint

  Date:01/03/2025

  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 just charged $1.97 from Super + out of San Francisco. I have no idea how they got my banking information as I never signed up for this membership.

  

  Business Response

  Date: 01/13/2025

  Dear Katie,
  Thank you for reaching out to us regarding your recent concern. We appreciate the opportunity to clarify this matter for you.
  When signing up for the Super+ membership, the terms and conditions, including the non-refundable nature of the subscription fee, are clearly presented during the registration process. This ensures transparency and helps our members understand the benefits and charges associated with their membership.
  We’re committed to ensuring you have all the information you need. If there are any additional details or questions you’d like us to address, please don’t hesitate to respond. Once we hear back from you, we can work together to close this case.
  Thank you for your understanding, and we’re here to assist if needed!
  Best regards,
  Super.com

• Initial Complaint

  Date:01/03/2025

  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 booked a room and when I got there there weren't any rooms they were rude and mean and kept saying they don't care they have no rooms and to leave the property so I have to rent another room that night. I want a refund since I booked the room and received nothing but a hassle and waste of time. I've spent hours on the phone trying to resolve this. I'm a good customer please refund

  

  Business Response

  Date: 01/09/2025

  Hi ******,
  
  Thanks for sharing your concerns! Your experience matters to us, and we truly value your feedback. Ensuring our customers have a smooth and enjoyable stay is our top priority, and were here to help you with this.
  
  While we strive to provide a positive and seamless booking experience for our customers, unexpected situations can arise in the fast-paced travel industry that are beyond our control as a third-party booking site. Despite this, we always aim to minimize any inconvenience for our valued customers.
  
  Our primary goal is your satisfaction, and were already on it! Our Support Team is initiating contact with the accommodation and travel partner to thoroughly investigate the issue. Well keep you in the loop as we work on it!
  
  Were here to make things right and ensure you have the best possible experience with us!

• Initial Complaint

  Date:01/03/2025

  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.

  Hello, I got charged from Super Super + San Francisco multiple times on my debit card. I live in Maine, never used any products or services from this company.
  I got charged December 28th for 15$, November 28th for 30$, October 3rd for 15$, September 7th for 15$, August 23rd for 1.97$.
  
  I am requesting a full refund on my debit card immediately for all charges they have made.
  I am attaching my ***** QR code to receive the refund.
  
  Pavlina A*******

  

  Business Response

  Date: 01/13/2025

  Dear Pavlina,
  Thank you for bringing this to our attention. We’d like to clarify that accidental charges are not possible as all memberships require confirmation during the sign-up process. However, we understand your concern and are making an exception to resolve this matter.
  One of our agents will be reaching out to you shortly to assist with processing your refund. Please note that the $1.97 charge corresponds to the trial period before the membership and, as outlined in our terms, is non-refundable.
  We appreciate your patience and understanding as we work to address this for you.
  Best regards,
  Super.com

  Customer Answer

  Date: 01/15/2025

  
  
  Complaint: ********
  
  
  
  I appreciate your response, and just got 2 payments refunded out of 4.

  I understand the 1.97$ registration fee and I will overlook it, thank you for solving this and refunding the last 30$.
  
  
  
  Sincerely,
  
  
  
  Pavlina A*******

  

  Business Response

  Date: 01/22/2025

  Dear Pavlina,  
  
  Thank you for your response! We have reviewed your account thoroughly and verified that refunds have been processed for all eligible charges. There is one additional refund currently on the way, which will complete the refunds we are able to process on your account.  
  
  We have no record of other charges that qualify for a refund. If you have further questions or concerns, feel free to reach out to us at ***********************.  
  
  Warm regards,  
  Super.com  

• Initial Complaint

  Date:01/03/2025

  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 neverI signed up for the super+ .... It's illegal for you to sign me up automatically.... Please refund the 15 dollars you charged me today

  

  Business Response

  Date: 01/17/2025

  Dear Bogdan,  
  
  Thank you for reaching out regarding your recent concern. I’ve reviewed your account details and would like to clarify the situation.  
  
  Our records indicate that the $15 charge was refunded on January 3, 2025, the same day it was processed. Additionally, your Super+ membership has been canceled, and no further charges will occur.  
  
  We strive to ensure transparency in our subscription process and provide immediate support when issues arise. If you have any further questions or concerns, feel free to reach out—we're happy to assist.  
  
  Warm regards,  
   
  Super.com  
  

  Customer Answer

  Date: 01/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I NEVER EVER EEEVVVEERRR signup for memberships like this and somehow they AUTOMATICALLY signed me up , charged me , and i had to fight with them a lot to get my money back ... VERY SHADY BUSINESS PRACTICE
  
  
  
  Sincerely,
  
  
  
  Bogdan D*********

  

  Business Response

  Date: 01/22/2025

  Dear Bogdan,
  
  Thank you for your feedback. Upon review, we can confirm that your membership was refunded and canceled, as previously communicated. Additionally, we have verified your acknowledgment of the terms and conditions at the time of signing up. 
  
  As all actions have been completed on our end, including the refund and cancellation, this matter is now considered resolved, and our relationship regarding this membership has been fulfilled. 
  
  Warm regards,  
  Super.com