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:01/17/2024

  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 was promised a refund if I cancelled within a certain deadline. I cancelled within that set deadline and have not received a refund. I have been back and forth with different departments, and they have not had the reservation number on their end. Finally, I was in contact with the chargeback dispute. They said that they did not have the cancellation on their end, so I sent them proof. I have not heard back from them despite 5 follow-up emails.

  

  Business Response

  Date: 01/27/2024

  Hi ******,

  We are sincerely sorry to hear that you had trouble with your reservation.
  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on, any resolution or updates must continue through your financial institution.
  
  
  We apologize for the inconvenience.

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21159962
  
  I am rejecting this response because:
  

  There must be an issue with processing claims on your end. I have received multiple claims from your business that are not in alignment. First, you mention that my reservation was not cancelled, and I provided proof of cancellation. Second, you stated that I cannot get my promised refund because I disputed the charge. I disputed the charge because your business would not contact me back after weeks of trying to get a hold of someone. This email thread shows my timely response and your lack of response to resolve the issue after I was able to get a hold of you from disputing the charge. Had I not disputed the charge, your team would have never reached out to me. 

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

  

  Business Response

  Date: 02/14/2024

  Hi ******,

  As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.

  We apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank.

  We hope this explanation clarifies the situation.

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21159962
  
  I am rejecting this response because I was promised a full refund if I cancelled the booking by the promised date. This was provided in writing by the booking website. Do you have documentation showing why my cancellation is not refundable? Is there someone I can reach out to? I have received no valuable information from your side regarding this matter, and I have been trying for at least 6 months to reach a resolution with your team.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/17/2024

  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 booked a hotel stay at the ****************** in ******* from March 25 to March 29, 2020 through Super.com, at the time it was called Snap travel for $854.18 ******** dollars. A few weeks before leaving for the trip, the ******** government closed the ******** border for all travel due to COVID restrictions. Super.com was reluctant to refund the hotel booking but eventually offered a credit of $854.18 that I had to use on their site. I used the credit on January 11, 2023 through the Super.com app to book the ********************** from July 27 to August 1, 2023 (Booking number B_8126026), paying an additional $50.83 for a total of $904.98. Their website stated that the hotel was fully refundable until July 23,2023: "You can cancel this booking and get a full refund of $904.98 back until Jul 23, 2023 11:59PM hotel local time. No commitment, more flexibility. These policies are enforced by the hotel. We cannot make any changes to these cancelation terms." I was unable to go to ******** to stay at the ************* so I canceled the beginning of July 2023 and the cancelation stated that I would receive $904.98 as a credit. When I received my August **** statement, I had a $50.83 credit. I called Supertravel and the customer service agent put me on hold to talk to a supervisor then said they would put the credit of $854.18 back on my Super.com account.A few months later, I checked my Super.com app and I still didn't have the credit. I again called Super.com customer service. They told me that the credit was not applied and a supervisor would call me back and email me. I didn't receive a call or email. I called again and a supervisor returned the call. They refused to give me the credit that was promised in August 2023 and hung up the phone on me. I have screen shots of receipts and their cancellation policy on my phone. The supervisor dismissed/ refused to listen and told me that my credit was now expired.

  

  Business Response

  Date: 01/27/2024

  Hi *****, 

  Please note that the original credits, granted due to a COVID cancellation in 2020, had a one-year expiration. On January 11, 2021, you requested an extension, and an exception was made. However, almost four years later, another extension request was submitted, greatly exceeding the policy period. It is impossible to utilize credits expired for almost four years after their issuance. While the original credits are no longer redeemable, as a goodwill gesture, a new credit of 500 CAD has been issued to your account with a one-year expiration. This is only possible because a special request was sent to our Corporate team, who made an exception.
  
  You'll see the credit on your Super Travel account shortly. Kindly note that this credit will not be extended further if unused. Thank you for your understanding

  Customer Answer

  Date: 01/29/2024

  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:01/17/2024

  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 made a two bedroom suite reservation for ********************************************************************** from January 1 to January 27 ****, through Super.com with the confirmation number of B_12193632. I prepaid ********* Korean Won to Super.com on November 28, 2023. When I checked in on January 1 with my wife and daughter, the hotel refused to assign a two bedroom suite as written in the reservation, explaining that one bedroom was the only possible room that they could offer with the amount that they received from Super.com. I even showed them my reservation and even the text message that I received on January 1, which showed a two bedroom suite.I called the help desk of Super.com, and **** from the help desk of Super.com tried to solve the problem. In the meantime, I, my wife, and my daughter spent more than 3 hours without checking in the hotel after an 11 hour flight from ***** to *** and 2 hour drive from *** to **************. My family was totally exhausted on the first day of the New Year. Finally, **** asked me to pay the difference with my credit card with the confirmation that Super.com refund the difference late. I attached his email at the end. I paid the difference of US$3092.74 with my credit card, and now I am staying in a two bedroom suite as written in the reservation. Even though two weeks have passed since I sent the invoice to Super.com, there is no progress. I also made several phone calls to the help desk of Super.com, but they repeated the same message saying that they are waiting for the response of the travel partner.I try to solve this issue with Super.com smoothly, but it seems to me that Super.com is very irresponsible and Super.com makes me exhausted even though this case is very simple. I made a hotel reservation through Super.com, not the travel partner of Super.com, and I paid the difference with my **** card as I was instructed by the help desk of Super.com when I checked in.Now I appeal this case to Better Business Bureau. I hope that Better Business Bureau helps me to get the refund of US$3092.74 to my credit card soon. I attached the reservation of Super.com which shows a two bedroom suite, hotel invoice which shows the difference of US$3092.74 that I paid with my credit card, and the email from Super.com which instructed me to pay the difference with my credit card when I checked in. If you have any questions about this issue, please send an email to **** appreciate your help in advance.Sincerely yours,********************* Email: ******************** Tel: *************** (Korean phone number) ************ (My wifes US phone number, effective until January 27)

  

  Business Response

  Date: 01/24/2024

  Hello ******,
  
  Thank you for bringing this to our attention regarding B_12193632. 
  
  Please understand that as a third-party online booking platform, certain incidents outside of our control *** occur in the travel industry. However, we have procedures in place to minimize these negative impacts.
  
  We are investigating the details of your reservations at this time, especially regarding your concerns about the property not having correct room type and payment mismatch. Our team is committed to resolving this efficiently. We'll keep you posted on progress!
  
  Regards
  
  

• Initial Complaint

  Date:01/13/2024

  Type:Order 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 illegally charged me for an unauthorized service and are making it impossible to cancel. They are attempting to charge me $15 monthly for a service and they refuse to allow me to cancel the service.

  

  Business Response

  Date: 01/23/2024

  Hi *****,

  It's possible that you may have signed up for the optional Super+ membership. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  The cancellation has been processed and will be reflected in your account.
  
  We look forward to serving you in the future.
  
  Greetings

• Initial Complaint

  Date:01/13/2024

  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.

  Confirmation Number: B_12580667 I book a two bed hotel for 4 people but can accommodate 6 people at ************* for ****** on January 1st on Super.com. I arrived at the hotel checked in and when I went to the room it was 1 king size bed that can only accommodate 4 people so I went to the front desk and told them they put me into the wrong room. They stated I booked 1 king and they show me the bill and it was my name but someone else information, someone else rebooked but didnt rebook what I stated and paid only ******. I booked 2 beds for a reason because of gender and not being related one person slept on the floor because of that and the hotel was totally booked that we couldn't get another room. I didn't get what I originally book. This website needs to be investigate and shut down. This is totally fraud. Be very careful it's a 3 party site and thier over charging and changing up your reservations.

  

  Business Response

  Date: 01/22/2024

  Hi ********,

  Thank you for reaching out and letting us know about your experience at the accommodation for B_12580667.

  We value your feedback and it is important for us that you feel supported. Please note that the number of guests chosen by you when you selected your room was 4. Hence the room type booked would also show categories for 4 person occupancy. We have enclosed a screenshot of the number of guests chosen by you and the listing confirming that all room types can accommodate 4 people. Let us know if that is not what you received at the accommodation. 

  We would be more than happy to look into it and provide you with a resolution.

  Regards

   

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21140347
  
  
  

  .I am declining the provided response because there is no documentation of my request for two beds instead of a king-size bed. The problem lies not in the number of people but in the discrepancy between my request and the decision to provide a more economical king-size bed. It appears the company exploited the situation by choosing a cost-saving option without honoring my specific request for accommodation for up to six people. I'm definitely will be taking this to the press to make people awear of what's going on with Super.com.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/05/2024

  Hi ********,

  Thank you for reaching out again regarding B_12580667.

  As explained earlier, please note that we do not have the ability to change your research after you have selected the options. In this case the number of guests chosen by you when you selected your room was 4. Hence the room type booked would also show categories for 4 person occupancy.

  Regards

• Initial Complaint

  Date:01/12/2024

  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.

  On Nov. 18th I payed Super. com for the service of booking and making a reservation to a hotel for a 28 night stay. Starting on the 19th through Dec 17th. On the 19th I went to check in at the front desk, they said I had no reservation in their system. I spoke with the customer care rep. **** said to book it again and they will refund me for the first booking transaction. The 2nd. Reservation booking was for a 28 night stay set for Nov. 21st through Dec. 19th. Once again I went to check in and the hotel proceeded to tell me yet again they have no reservation in my name. The Super com people said that they contacted their travel partner and they confirmed that their was 2 reservations. So that being said I spoke with the hotel and still nothing. So now I have spent $4,733.32 with no reservation for a hotel room. I don't know who is at fault on their end, but it needs to be rectified. I want my money back. I payed for a service that was not provided. The hotel was Woodsprings Suites ************************************** **********, **. It is unacceptable unfathomable that these companies can get away with stealing. I am now homeless due to their incompetent employees and errors made by them.

  

  Business Response

  Date: 01/22/2024

  Hello *****,
  
  Thank you for bringing this to our attention regarding your reservation B_12095749. 
  
  Please understand that as a third-party online booking platform, certain incidents outside of our control *** occur in the travel industry. However, we have procedures in place to minimize these negative impacts.
  
  We are committed to helping you within the scope of our policies. In this case a full refund was processed back to your account on cancellation and it usually takes 3 - 5 business days to reflect. We value your choice to use Super.com and are here to support you in any way we can.

  Regards
  
  

  
  

• Initial Complaint

  Date:01/12/2024

  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 was planning a trip to ****** for 12/9. I chose to use super.com to book, and was looking at all the options they had. When I finished booking, I realized the date had reset to 11/30 (it was 9:00 PM on 11/30 when booked). I called immediately, to move the day to 12/9. Intending to keep the booking, but move the day. They refused to help, and quite frankly I feel robbed. Room went unused and out $110. I'm just wondering how often this happens. Total disregard for customer service, and I will double down on feeling robbed.

  

  Business Response

  Date: 01/22/2024

  Hi *******,
   
  Thank you for reaching out to us about your reservation B_12212180.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21135674
  
  I am rejecting this response because:
  

  It's another sleazy business tactic. I had to dispute with my bank because you refused to help me. The dispute was lost. I just want everyone to know the shady business practices that you deploy. I'll use as much energy as I can to save anyone else the displeasure, and frustration of doing business with super.com 

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

  

  Business Response

  Date: 02/05/2024

  Hi *******,
   
  Thank you for reaching out to us about your reservation again.
  
  As explained earlier, as you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,

• Initial Complaint

  Date:01/11/2024

  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.

  They promise you cash back, but it is a complete lie. Don't be fooled and sign up. They won't give you a refund despite blatantly lying to you.

  

  Business Response

  Date: 01/23/2024

  Hi ****,

  Thank you for reaching out and sharing your feedback. 

  We request you to share the email id associated with your Super.com account for us to take a look and see what's going on with the cashback credits.

  Looking forward.

  Regards

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21133003
  
  I am rejecting this response because:
  

  Credits are not the same thing as cash back. You promise cash back then bait and switch with the credits. I'm not interested in credits, just cash back on my school bookstore purchase.

  Sincerely,
  

  
  ****************************************

  

  Business Response

  Date: 02/05/2024

  Hi ****,

  Thank you for reaching out again and sharing your feedback. 

  We request you to share the email id associated with your Super.com account for us to take a look and see what's going on with the cashback.
  

  Looking forward.

  Regards

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21133003
  
  I am rejecting this response because:
  I need to provide an email as requested. My email address is ******************************* though it's possible I used *************************** since this was related to a college purchase. 

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

  

  Business Response

  Date: 02/19/2024

  Hi ****,

  Thank you for reaching out about your recent experience with our Support team. We would like to understand more about your situation and offer our assistance. Unfortunately we were unable to locate your case with the information provided. Please email your details at
  *******************, and one of our team members will get in touch with you promptly.

  We value your feedback and look forward to resolving any concerns you may have.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21133003
  
  I am rejecting this response because:
  
  I will correspond through the email address provided until the issue is resolved, and only then will I accept and close the case.

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

• Initial Complaint

  Date:01/11/2024

  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.

  Cant remove my money off this stupid thing. Have been trying all day to get a car rental one of them were actually referred BY SUPER this entire super pay thing is a giant joke to get your money and leave you screwed in the end

  

  Business Response

  Date: 01/23/2024

  Hi ******,

  Thank you for reaching out and sharing your feedback.

  Have you tried to contact our dedicated team. at ***************, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email *********************
  
  We're here to assist you in the best way possible.

  Regards

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21127392
  
  I am rejecting this response because:
  I have tried to contact the support team or whoever and it got me literally absolutely nowhere whatsoever whenever you sign up for super pay, you dont get informed that once the money is on the account you have to jump through hoops like a monkey to try to get your money out And also dont mention that they dont accept rental car places 
  Sincerely,
  
  *******************

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21127392
  
  I am rejecting this response because:
  I have tried to contact the support team or whoever and it got me literally absolutely nowhere whatsoever whenever you sign up for super pay, you dont get informed that once the money is on the account you have to jump through hoops like a monkey to try to get your money out And also dont mention that they dont accept rental car places 
  Sincerely,
  
  *******************

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21127392
  
  I am rejecting this response because:
  I have tried to contact the support team or whoever and it got me literally absolutely nowhere whatsoever whenever you sign up for super pay, you dont get informed that once the money is on the account you have to jump through hoops like a monkey to try to get your money out And also dont mention that they dont accept rental car places 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/05/2024

  Hi ******,
  
  Thank you for reaching out and sharing your feedback.
  
  We would like to understand more about your situation and offer our assistance. Please email us your details at ******************** and one of our representatives will get in touch with you promptly. We value your feedback and look forward to resolving any concerns you may have.
  
  Regards

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21127392
  
  I am rejecting this response because:
  I have tried to contact with the Care team and its spinning my wheels doing absolutely nothing they tell me to go find a bank where I can maybe cash my money out but theres none of this bank in my area so Im stuck with money on Card. I cant take off
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/11/2024

  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.

  The business said they've gave me full refund but they didn't. My order B_11717092 was not fully refunded.I paid total $2306, but only got $1,729.94 refund. Attached is the unfair charge of amendment fee screenshot.I request a full refund of the $576.06.

  

  Business Response

  Date: 01/23/2024

  Hi Xinyue,

  The total value of the reservation B_11717092 that you booked was for USD $1729.94 (receipt enclosed).

  As explained earlier and shown in the refund receipts, our records indicate that your reservation was indeed canceled, and a full refund of the total amount was processed on 2023-11-21.

  For further information you must reach out to your bank.

  Regards