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:12/16/2024

  Type:Sales and Advertising 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.

  The business super is a website that gives you discounts on places including hotels. On 11/28/24 i books a hotel in ****** through this company where they give you discounted prices at hotels in the area. I rented a hotel in ****** at a price of ****** at a hyatt hotel located near ************ for December *****. On December 14 at 1230pm i went to my hotel to check in and when i went i told them my name for the reservation and they could not find me. At the time i told them i booked it at super.com where they told me that the website is a scam and they do not go through third party websites. Unfortunately there is no way to contact customer service on that website nor does any emails go through. I then put a dispute on my card for the charge and had to pay double the price again just to stay at the hotel for the night. This is me making others aware not to use this false site as the hotel says no hotels go through them and I was not the first ****** this week to come in and be scammed by that site.

  

  Business Response

  Date: 12/20/2024

  Hi ******,
  
  Thank you for sharing your concerns with uswe truly appreciate the chance to make things right and show how much we care about giving you the best experience possible!
  
  At Super.com, were thrilled to have been recognized by amazing publications like **************** Forbes, The *************** SmarterTravel, and Cond Nast Traveler! Curious to learn more about us? Check us out at super.com/press. 
  
  We work with trusted travel partners to connect you with incredible stays, and while hiccups can sometimes happen, were here to fix things. Our Support Team has already flagged your concern and is actively working with the accommodation and our travel partner to get everything sorted. Well keep you updated every step of the way to ensure a solution that works for you!
  
  Thanks so much for your patience and understanding while we handle this. Were 100% committed to making things right!

  Customer Answer

  Date: 12/20/2024

  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:12/16/2024

  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.

  Company was issued a refund of $66.34 by accident by a merchant so it should have immediately issued me a check for the refund amount of my money since I no longer have an account with them. Its been almost a month since they received the amount of $66.34 and nobody at company contacted me I had to contact them on multiple occasions to even find out they had my money. I was told by a *** it would be expedited to issue me a check for my refund and a week later they still have not issued me a check and was then told by a different *** it would take 30 to ************************ a check which is not what I was told by the first ***. this is my money they received by accident and I should not have to wait another month and half to get my money back from the company. that is some shady scam like business. it should have been immediately sent to me when they received the amount by accident . not me having to call and chat every day for almost a month to get told its going to take longer. it is not their money its my money they got by accident that was a refund from an item I purchased with a different card. so it should have immediately been disbursed by check to me as soon as they received it .

  

  Business Response

  Date: 12/20/2024

  Hi ******,
  
  Thank you for bringing this to our attention. We understand how important it is for you to receive your refund quickly, and we truly appreciate your patience as we work through the process.
  
  Our standard procedure for issuing a check typically takes ***** business days. However, since your satisfaction is our top priority, weve already informed our Corporate Team to expedite the process, and you can expect an update from them very soon.
  
  Were committed to ensuring that your refund is processed as quickly as possible and are continuously improving our processes to make sure everything runs smoothly.
  
  If you have any more questions or need further assistance, please dont hesitate to reach out. Were here to help and are excited to get this resolved for you!

  Customer Answer

  Date: 12/20/2024

  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:12/16/2024

  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.

  I booked a hotel reservation using Super.com from Dec 22nd to Dec 26th in *******, **. I called and emailed their customer service number multiple times; however, I did not get my confirmed hotel booking yet. I called the hotel also multiple times, and they do not have my information in their system. I am travelling in few days, and I don't even know if I have a hotel to stay or not, even after paying money. Please resolve this issue and provide me conformation from Hotel about this booking ****** ********

  

  Business Response

  Date: 12/17/2024

  Hi ******,
  
  Thanks for sharing your concerns! We want to assure you that your experience is important to us, and we take your feedback seriously.
  
  Our hotel rooms are sourced from diverse partners and wholesalers to provide the best rates, including access to exclusive deals. We understand how concerning it can be when your reservation doesnt immediately show up, and were here to assist.
  
  Just to give you a bit more insight into the booking process: Its common for many hotels to process third-party bookings closer to the check-in date, which might explain why they cant provide their internal reservation number just yet. However, with your reference code B_16472692, the hotel will generate their Hotel Confirmation Number (HCN) as your arrival date approaches.
  
  As a third-party platform, we have limited control over the hotels internal processes, and some properties only reveal reservation details as check-in nears, while others share them right after the booking is confirmed.
  
  Were here to make sure everything goes smoothly for you. Our Support Team is on it! Theyre actively working with the accommodation and travel partner to have your booking confirmed on hotel's end and provide you with the hotel confirmation number. Well keep you updated every step of the way.
  
  We appreciate your understanding while we sort this out for you!

• Initial Complaint

  Date:12/15/2024

  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 made a reservation for a room on November 23rd, they charged me the full cost of the stay. When I showed up at the hotel on the date of the reservation (December 14th) they didnt have my reservations and they manifest that the Hotel, Residence Inn by ******** in *******, doesnt work with Super.com and they never did the reservation. I have more than 4 chat and different representatives talking through text with me and no one is answering about my refund. They make me wait hour and hours without any response and I have to pay again to have a place to spend the night.

  

  Business Response

  Date: 12/17/2024

  Hey ***,
  
  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.
  
  To clarify, our hotel rooms are sourced from diverse partners and wholesalers to offer you the best rates, including access to exclusive deals. 
  
  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!

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22689660
  
  I am rejecting this response because they are not giving me any resolution. They took full payment and they did not provide the service. They should give me a refund and they not giving me an answer about it.
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 12/19/2024

  Hi ***,
  
  Thank you for sharing your concerns with us! We completely understand your frustration, and were committed to making things right for you. Your satisfaction means the world to us, and we want to ensure youre fully supported every step of the way.
  
  Our Support Team has already started working on this and is in touch with both the hotel and our travel partner to investigate the issue. We know how important it is to resolve this quickly, and well keep you updated throughout the process.
  
  We truly appreciate your patience as we sort this out. If you have any further questions or need assistance in the meantime, please dont hesitate to reach outwere here for you!

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22689660
  
  I am rejecting this response because: The are not providing a clear answer to the complaint and they do not want to give me the Refound Order f my money, that it is my right, because they did not provide any service.

  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:12/15/2024

  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 12/14/2024 I booked two nights at ****************** through super.com. I arrived at the hotel just to be told they do not have that type of room available, and my only choice is to pay $250 per night for an upgrade, which obviously it was out of my budget. It was 11:00 PM and I was traveling with a tired child. I called super.com and they told me that the sell was legit and that the hotel does not want to honor the reservation. Hotel receptionist, ****** told us we are not the only guests complaining about super.com on that day. This was my reservation number B_16562209

  

  Business Response

  Date: 12/17/2024

  Hi *****,
  
  Thank you for bringing this to our attention. We want to make sure every customer is taken care of, and we're here to help you through this.
  
  In the fast-paced travel industry, unexpected situations can arise 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!
  
  In the meantime, we want to bring to your attention that we do not have a record of your contact reporting this. Remember, whenever you need a hand, we have our 24/7 live agents, ready and willing to help via phone, email, and chat. All our contact details are available on both the app and the website: ******************************************
  
  Were here to make things right and ensure you have the best possible experience with us!

• Initial Complaint

  Date:12/14/2024

  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.

  On 12/07/2024 I found Super.com had the lowest price listed on the Kayak app. I set up my hotel reservation for 12/14/2024, paid $119.94, and planned my trip. Upon arrival to see family the hotel said that Super.com's MasterCard was declined so we had to pay for our reservation again even though Super.com had already charged us.

  

  Business Response

  Date: 12/17/2024

  Hi ******,
  
  Thanks for bringing this to our attention! Your experience means a lot to us, and we're all about making sure our customers have a seamless and enjoyable stay. Were here to help get this sorted out smoothly for you.

  
  In the dynamic travel industry, things can happen occasionally that are outside our control as a third-party booking platform. But dont worrywere 100% committed to making things right and minimizing any inconvenience for amazing customers like you.

  
  It looks like we dont have a record of your contact about this issue just yet, but no need to stress! Our awesome 24/7 Support Team is here for you anytime you need help. You can find all our contact details on both the app and website: ******************************************

  
  To keep things moving, weve already flagged this with our Support Team. Theyre on it and are reaching out to the accommodation and travel partner to get to the bottom of things. Well keep you updated every step of the way and make sure we resolve this to your satisfaction.

  
  Thank you for your patience and understanding while we work through this. Weve got your back, and were here to make it rightcount on us!

• Initial Complaint

  Date:12/13/2024

  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 ordered a booking at Best Western from www.super.com on November 27 to November 28th. The Best Western website in ************* said it had a 24/7 desk and you could check-in at any time. However, when I arrived late into the AM of Nov 28, they told me the Super.com reservation was no longer valid and I would have to book again through them. I refused and went to another hotel, assuming this was an error on www.super.com's part. When i contacted Super.com to see what had happened they lied to me and said the front desk at Best Western said I had arrived late (on the 28th) and was no longer eligible. Another ******** service *** of ******************** claimed they tried to contact the hotel and ask for a refund while a 2nd ******** service *** said it was impossible and my fault for arriving in the AM -- claiming my room was "rebooked." I have attached a copy of my voucher from super.com showing there's NO policy about what time I have to arrive. The hotel itself said it was 24/7 and never claimed to "rebook" my room. They simply claimed a payment had not been made through super.com.Clearly super.com are just making up whatever they can to not issue a refund (or credit, which I was willing to accept). From all the reviews on here, you can tell this is their unofficial policy to "screw up" bookings and then say "no refund."At this point, it's obvious this was a fraudulent charge and the only settlement is a full refund.

  

  Business Response

  Date: 12/17/2024

  Hi ****,
  
  Thank you for sharing your concerns with us! We truly appreciate your feedback, and we want to reassure you that integrity and transparency are at the heart of everything we do.
  We understand that travel plans can sometimes be unpredictable, and we're here to help clarify any questions. To assist you further, we'd like to highlight that check-in and check-out times are always displayed on our website. On Super.com, this information can be found in the "About" section of the hotel card, within the terms and conditions, and also in the confirmation email you received at the time of booking.
  
  After reviewing your reservation, our Support Team has confirmed with the hotel that your booking was successfully registered in their system. However, the hotel has marked your reservation as a "No Show" since you arrived past midnight on November 28th.
  
  It's important to note that hotels operate under specific policies regarding check-in times, and they reserve the right to mark a reservation as a "No Show" if the guest does not arrive at the designated time. To avoid such situations in the future, we recommend informing the hotel directly if you anticipate arriving later than the standard check-in timespecifically, more than five hours late. This proactive step helps secure your room and ensures it's ready upon your arrival.
  
  We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services.
  Since your booking falls under a non-refundable policy, modifications or cancellations are typically limited unless the hotel makes an exception. 
  
  If the hotel has agreed to make an exception, please make sure to collect all pertinent details from your communication with them, including the name and position of the staff member who assisted you.
  
  Once you have received approval, please initiate a cancellation, by visiting: ********************************************** and following the prompts.
  
  We hope this clears everything up for you! If you have any additional questions or need further assistance, please dont hesitate to reach out. Were here to help in any way we can.

• Initial Complaint

  Date:12/13/2024

  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 with super.com and it confirmed and everything and when i arrived the receptionist told there was no reservation and that other people had the same issue. I am highly disappointed and frustrated because i cant get my money back and have to pay for another.

  

  Business Response

  Date: 12/15/2024

  Hey *****,
  
  Thanks for reaching out and sharing your concerns during check-in! Your experience is very important to us, and were here to make sure everything gets resolved smoothly.
  
  In the fast-paced travel industry, unexpected issues can arise, and while some things are beyond our control as a third-party booking site, we're committed to minimizing any inconvenience for valued customers like you.
  
  Our Support Team has already been notified and is on it! They will be reaching out to the accommodation and our travel partner to investigate the situation thoroughly. Rest assured, well keep you updated every step of the way and work hard to resolve this to your satisfaction.
  
  We really appreciate your patience and understanding while we get this sorted for you.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22685264
  
  I am rejecting this response because: The business emailed me back saying that there was no booking when I clearly had a purchase confirmation and and money was charged and processed on my card.
  
  Sincerely,
  
  Negus Wedajo

  

  Business Response

  Date: 12/19/2024

  Hi *****,
  
  Your experience is so important to us, and we truly appreciate your feedback. Making sure our customers have smooth and enjoyable ******************** is always our top priority, and were here to help in any way we can.
  
  As we mentioned, the fast-paced travel world can sometimes bring unexpected situations beyond our control as a third-party booking site. Even so, we always strive to minimize any inconvenience for our valued customers like you.
  
  Were happy to share that our Support team resolved the issue by providing a full refund. As a small token of our gratitude for your patience, weve also added a credit to your account as compensation. We hope it makes your next stay even better!
  
  We sincerely apologize for any inconvenience you experienced and look forward to the chance to serve you again in the future.

• Initial Complaint

  Date:12/13/2024

  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 did not authorize credit card number or authorize transaction or membership! Canceled when realized it was a membership! No credit card number shown in account

  

  Business Response

  Date: 12/15/2024

  Hey Ranelle,
  
  Thanks for reaching out and sharing your concerns! At Super.com, we’re all about transparency and genuine business practices, so let’s clear up any confusion and make this as easy as possible for you.
  
  It looks like there might have been a little mix-up with your membership sign-up, but no worries—we’ve got you! Rest assured; we only charge for services you’ve actively signed up for. Our website complies with the Payment Card Industry Data Security Standards (PCI Compliant), the highest level of security certification, so your transactions are secure.
  
  Your membership is always confirmed with your full consent—no surprise enrollments, no automatic sign-ups! You can also check out our Terms & Conditions for more details.
  
  Super+ comes with amazing perks like Cash Advance, Credit Building, and up to 10% cashback on travel. That said, we’ve checked your account and see that you have an active membership. If it’s not the right fit for you right now, we totally understand! If you'd like to cancel or request a refund, we’re happy to assist.
  
  Just a quick note: online cancellation options may vary by state due to regulatory restrictions, but no worries—we’re here to help! You can reach our Support Team at ** ***** ******** (8 AM - 9 PM) or use the chat feature in your Super.com app for assistance.
  
  For more info, feel free to check out this article: ****************************
  
  We hope this clears things up! We’re always here for you!

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am from ******, ** while in business trip in ******** ****** I ordered a ride through Lyft, while on Lyft app I noticed an ad saying that I can get up to $ 200 discount, I thought it is Lyft app, click on it, took me to another site asking about my info including my CC, after getting my info they say you are already member and you cannot get the discount I just forget about it, next day I got a charge for $1.97 from super.com which I never hear about before. Contacted my CC try to cancel I cant do it, then I just blocked super.com from future charges, after two days my ********** informed me they received a $15 payment which is declined. I want this Super.com to take my name and CC off their list, nothing is received by me from them to charge for, I found this practice not honest and I also blame **** to let their customers be scammed through their app. Thanks

  

  Business Response

  Date: 12/15/2024

  Hey *****,
  
  Thanks for reaching out and sharing your concerns! At Super.com, were committed to providing reliable, trustworthy services, and were proud to be recognized by top publications like ******, The *************** and Cond Nast Traveler.
  
  It sounds like there might have been some confusion with your Super+ Membership sign-up, but no worrieswere here to help clear things up!
  
  Your security is a top priority. Our website complies with the highest ************************** Security Standards (PCI Compliant), ensuring all transactions are secure and only for services youve agreed to. Our sign-up process is completely transparent and requires your clear consent. There are no automatic sign-*** here! You can always check out our Terms & Conditions for more details.
  
  The $1.97 charge is for a Super+ trial membership, a promotional offer that lets you enjoy all the perks for a limited timeeither free or at a minimal price. If the trial isn't canceled, the full membership fee will apply once the trial period ends. Super+ gives you great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel. That said, if youd prefer to cancel, were happy to assist!
  
  Just a quick note: online cancellation availability may vary by state due to regulations, but dont worrywere here to guide you every step of the way. You can reach our Support Team at ***************** from 8 AM to 9 PM or use the chat feature in your Super.com app.
  
  For more info, check out this helpful guide: *****************************************.
  
  We hope this clears things up!