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:12/08/2023

  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 planned a trip to ******* so I booked a hotel through Super.com. Since my travel plan is 100% confirmed, I made a non-refundable reservation. However, I later learned that this hotel does not accept guests under 21 years old. I called the hotel, and they confirmed this policy. The age limit was not mentioned on either the information page or the booking confirmation. When I contacted the hotel, they agreed to issue a full refund (my email conversation with the hotel is attached), but said I needed to inform the website about the age restriction preventing me from checking in. When I contacted Super.com, they requested a formal confirmation document from the hotel to process my refund. However, the hotel insists that I must contact the website first and refuses to provide any formal confirmation directly to customers. Neither party is facilitating my request, with each instructing me to reach out to the other. I believe it should be Super.com's responsibility to address this issue since my order was made with them and they did not provide any information about the age limit. The hotel already agreed to fully refund me if Super.com reach out to them. The customer service staff at ******************** refused to contact the hotel. In this case, the hotel won't get the money, I won't get the service, but Super.com get to keep the fee I paid. Is this even reasonable?

  

  Business Response

  Date: 12/17/2023

  Hi ******,

  Thank you for bring this matter to our attention. Our hotel rooms are sourced from different partners including Expedia, Booking, Priceline as well as wholesalers to get you the best rates, and what makes us special is our access to exclusive deals.Please understand that, as a third-party booking we must have valid written approval from the property to confirm their approval to issue a refund.

  Our Amendments team is currently validating approval with the accommodation and the travel partner. They will follow up with you as soon as possible.

  We appreciate your patience so far.

• Initial Complaint

  Date:12/07/2023

  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.

  Reserved a hotel room with what was being sent as Super.com. From what staff workers ****** and ***** said, they were listed as Priceline in the system of Double Tree, and Super did a bait and switch and DID NOT reserve me the room advertised. the location they booked was a franchise and NOT a corporate Hilton location that had their own set of rules for which I did not meet and I was denied to be checked into the room. ( **************** guest service *****) Although the room was PAID for, double tree required a hold of incidentals and parking on a major credit card of approved brands for which I DIDNOT have therefore they could NOT check me in. The manager ****** stated he was canceling the room with no cancellation fees (view attachments). He had me call Priceline because according to his system, the room showed under a Priceline account. they apologized and stated ***** WOULD HAVE TO reverse charges. The room went from a temp authorization to a charge and SUPER has yet to reverse the charge. They made me go to some website and submit docs and then I noticed the authorization went to a full payout.Doubletree REFUSED me check in. Advised cancellation cost to be waived. I seek a FULL REFUND back to card. I would appreciate a free hotel stay for the inconvenience this caused on the trip.

  

  Business Response

  Date: 12/17/2023

  Hi *************

  
  Thank you for reaching out to us about your reservation B_12292801.
  
  
  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.    

  
  Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible.
  We greatly appreciate your patience while our team works diligently to resolve this matter.

  Customer Answer

  Date: 12/24/2023

   
  Complaint: 20976353
  

  Response was NOT a remedy but request of more time.

  
  I am rejecting this response because:
  
  Company states more time is needed and has NOT provided FULL refund back to card or alternate resolution.  Would appreciate a reversal of the temporary authorization funds  taken that have yet to be returned.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/09/2024

  Hello ******,

  Thank you for reaching out again.

  We are still investigating the details of your reservations at this time, especially regarding your concerns about refund. Some cases require involving multiple parties in order to process a refund and hence take longer than usual. Our team is committed to resolving this efficiently. We'll keep you posted on progress!

  Regards
  
  

• Initial Complaint

  Date:12/07/2023

  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.

  Complaint Against super.com for Excessive Cancellation Fee - Order B_11717092 To the Better Business Bureau,I am writing to express my concern and lodge a formal complaint against super.com for imposing an excessive service fee on a cancelled booking well in advance of the stay. This complaint pertains to my reservation (Order B_11717092) at ***************************, scheduled from December 1st to December 4th, 2023.Incident Overview:Booking and Prompt Cancellation: On October 22nd, I booked a stay at 3 PM and cancelled it by 6 PM the same day, more than a month before the scheduled stay.Communications with super.com: Following cancellation, I promptly informed super.com and provided all necessary cancellation confirmations. Despite supplying both an email record and a formal cancellation letter from the hotel on November 20th, super.com imposed a hefty amendment service fee of $576.06, only partially refunding the initial amount.Points of Concern:Disproportionate Cancellation Fee: The fee is excessively high, especially considering the advance notice and minimal involvement from super.com.Transparency Issues: I was not informed about such a significant fee for early cancellations at the time of booking.Delayed and ******************* The refund process was inefficient, marked by delayed responses and excessive documentation requests, indicative of poor customer service.Resolution Sought:In light of these points, I request a full refund of the $576.06 amendment service fee. This charge is unwarranted and unjust, given the circumstances of the early cancellation and the lack of substantial services rendered by super.com. I believe this fee contradicts fair business practices.I appreciate the BBBs attention to this issue and hope for a prompt and fair resolution.Sincerely,Xinyue

  

  Business Response

  Date: 12/17/2023

  Hi ******

  Thank you for reaching out and expressing your concerns regarding the refund for your reservation (Order B_11717092) at ***************************.
  Upon reviewing your case, it appears there might be a misunderstanding. Our records indicate that your reservation was indeed canceled, and a full refund of the total amount was processed on 2023-11-21. For your reference, we have attached the relevant documents confirming this transaction.

  For further information you must reach out to your bank.

  Regards

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20976327
  
  I am rejecting this response because: This order  B_11717092 was not fully refunded.

  I paid total $2306, but only got $1,729.94 refund. Attached is the amendment fee screenshot.

  I request a full refund of the $576.06 amendment service fee. 

   
  Sincerely,
  Xinyue

  

  Business Response

  Date: 01/10/2024

  Hi Xinyue,

  The total value of the reservation that you booked was for USD $1729.94.

  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

• Initial Complaint

  Date:12/07/2023

  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 hotel reservation B-******** with Super.com on Aug 14, 2023 for the ************* in ******** ****** for Feb ****, **** and prepaid $2492.96 thru my PayPal account. I wanted to change my check-in date and the super.com website said I had to cancel and rebook. I cancelled on Oct 18, 2023 and rebooked for Feb **** on B-******** and prepaid $2697.26 with my PayPal account. I received the refund of $2492.96 for the cancellation of B-********. On Nov 22, 2023 I cancelled B-******** and received a refund of only $204.30. Since that time i have made numerous phone calls to the help desk and received an email on Nov 22 from *******************, Super.com Supervisor advising me that my refund had been processed and I needed to wait 3-5 days for it to post to my bank. I waited but the only refund I have received is $204.30. I have sent several emails to ******************* with no response and have continued to call the help desk. they continue to maintain that I have received my refund and will take no further action and refuse to let me talk to a supervisor. The uploaded pdf shows that my refund was only $204.30 rather than my payment of $2697.26. They owe me $2492.96

  

  Business Response

  Date: 12/17/2023

  Hi ******, 

  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible.
  We greatly appreciate your patience while our team works diligently to resolve this matter.

  Customer Answer

  Date: 02/15/2024

  This is a continuation of complaint ********; it has not been resolved and Super.com has still not refunded the full amount for my cancellation of hotel reservation B11655015. They refunded $204.30 of the $2697.26 total for the reservation. The only response I have received from the business is another copy of the refund voucher for $204.30. This has not resolved my remaining refund due of $2492.96 I called them again on Jan 9 and the customer service rep said that I only paid $250.85 for my original reservation B10691169 on Aug 14, 2023. This is the first time I have been told this and I have no record of that charge. The actual charge was $2492.96 as shown on my credit card statement (Atch 1). I cancelled B10691169 on Oct 18, 2023 and received a refund of $2492.96. I immediately rebooked B11655015 and was charged $2697.26 The refund and the new charge are shown on my credit card statement (Atch 2). I cancelled B11655015 on Nov 22, 2023 and only received a refund of $204.30 as shown on my credit card statement (Atch 3) I immediately called customer service that day and have been arguing with them every since. Somehow they have intermingled my refund of $2492.96 from reservation B10691669 with my refund due of $2697.26 for cancellation of reservation B11655015. I am still owed $2492.96. I am not satisfied and do not want to close the complaint.

  

  Business Response

  Date: 02/19/2024

  .

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 20975295
  
  I am rejecting this response because:  *********** reply is just another copy of the $204.30 refund receipt that they issued instead of the $$2697.26 refund I have should have received for cancelling reservation B11655015.  They still owe me $2492.96.  I have provided copies of my credit card statements showing I paid $2492.96 for reservation B10691669 on Aug 14 which I cancelled on Oct 18 and received a full refund of $2492.96.  I rebooked reservation B11655015 on that same day (Oct 18) and was charged $2697.26 as shown on the same credit card statement i previously submitted..  These are again attached.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/07/2023

  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 booking for a hotel and head till 12 five to cancel reservation. I canceled on **** and never received my refund call. The company they sent that they said there was my bank holding it up. They sent the money called my bank bank says they never received anything, been on the phone with the company, Super many times and never got my money back. They keep saying they sent it. I never received it on their website. It states that they were supposed to return your money between three and five business days its been much longer.

  

  Business Response

  Date: 12/15/2023

  Hi *****,

  It is noted that our Support team was able to resolve this issue as they have just emailed you the response from the travel partner.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:12/06/2023

  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 am retired and live on a fixed income. Super.com offered ***************** Lifetime License-Windows". I use this software regularly and felt it was a good deal. I made the purchase on August 29, 2023 and have not received anything in return. I have written to the company several times with no success of receiving the product or refund.

  

  Business Response

  Date: 12/15/2023

  Hello *********, 
  
  
  Thank you for reaching out. We're sorry to hear you didn't receive your order for the **************** Lifetime License - Windows. Our records show that the email with the license key was sent to **************** on 08/30/23. Please see below a rough copy of the email sent to you:
  
  Super 
  <****************************************>
  Aug 30, 2023, 12:04:50?PM
  ?
  ?
  ?
  to ****************
  Item: **************** Lifetime License - Windows
  
  
  Your code: SUFWS9WXFH2
  Redemption URL:
  ********************************************
  Instructions to redeem your code:
  Redemption Link: ******************************************** Click the Redemption Link above or visit: ******************************************** Enter your voucher code Enter your email address Next will be a thank you window, followed by next steps via email In the email, will be final steps for accessing and downloading the software
  
  We also have some exciting news to share! As of September, we have closed Super Shop to bring you an upgraded experience with Super.com. This marks the beginning of a new and improved journey that we are thrilled to embark on with you.
  
  
  Warm regards,
  Super.com Corporate 

• Initial Complaint

  Date:12/05/2023

  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 12/03/2023, I spent $122 on the Super app for two nights at a hotel. At check in, the hotel tells me that the card sent by ***** declined. I called Super and they said I had to wait to check in. The hotel said I didnt have to wait and since the card declined, the hotel had to cancel the reservation. Super did nothing to assist me and ** still waiting for a response or update about my refund.

  

  Business Response

  Date: 12/14/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_12259459  at the ****************************************.
  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we *** have inconvenienced you.
  
  We're genuinely sorry for the trouble you faced with the payment of your reservation.
  Please understand that, as a third-party booking site, certain incidents beyond our control *** occur in the travel industry. However, we've implemented procedures to minimize such negative impacts.
  
  It is noted that our Support team was able to resolve this issue.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:12/04/2023

  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.

  1. Ads and explanation of membership promise 'cash back' On ALL hotel bookings.2. Once charged for membership fee, NONE of the hotel bookings receive cash back.3. My refund of my own money was the only 'cash back' I received 4. I was told there was a limit to how much cash back I could then redeem onto a card they had me apply for. In order to use my own money.5. I could not add money onto the card as promised.6. Another refund could not be added to my card, as the 'cash back limit' was exceeded. However the only cash back loaded onto the card was my own money in the form of the refund.7. They charge customers for a service with no benefits, the only way to put money on the card is to refund your own purchase. This can only be done one time. 8. Customer is paying extra for membership that does nothing. **************** reads the same script off a computer screen and has no resolutions.

  

  Business Response

  Date: 12/14/2023

  Hi ****,

  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible.

  
  We greatly appreciate your patience.

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20954663
  
  I am rejecting this response because:

  Because super com has still made no effort to contact me via phone. They responded via email with one dismissive response a week ago, and did not further respond to my emails. All departments of their support teams close out issues after one response, no investigation on their part. I have gotten the same entry level pre recorded response from them on every issue I have reported.
  
  Sincerely,
  
  Lala Eliza

  

  Business Response

  Date: 12/21/2023

  Hi ****,

  Thank you for reaching out again.

  As informed earlier our corporate team is looking into this and they will update you. In case you still want to reach out for updates you can do so by email at *********************** can also reach out to our Support team by calling at **************, Monday-Friday from 8 AM to 7 PM EST.  
  
  We greatly appreciate your patience.

  Regards

  Customer Answer

  Date: 12/25/2023

   
  Complaint: 20954663
  
  I am rejecting this response because:

  I still have not received any update on any of the issues I reported. Look how long it has been since I reported the original issues, and then reported to the BBB. It has been over a month and Super.com tram has not updated or fixed any issues for me. This is not a response from a department who cares for customers, it is another lie.
  
  Sincerely,
  
  Lala Eliza

• Initial Complaint

  Date:12/03/2023

  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 date of this transaction was August 27nd 2022. The amount of this transaction was $686.92. The referenced amount of money is for one room that was reserved at the **************************************** 9/11/2022-9/13/2022. Reference Cancellation code: ********** In December 2022 my credit company informed me I was being charged for the second room that was reserved although I was told my cancellation had been completed. My contention is if I needed more cancellation codes or whatever was needed that information should have been given to me. I was never given proper information to cancel the 2nd room and was therefore charged. I want a full refund for the unused room.

  

  Business Response

  Date: 12/12/2023

  Hi ********,

  We sincerely apologize for any inconvenience you've experienced regarding your reservation at ****************************************.
  Upon reviewing your case, we noticed that the chargeback process has been initiated. This indicates that you've disputed the claim with your bank or payment provider. Unfortunately, once the chargeback process begins, we are unable to take any further action on the matter.
  It's important to note that this case is from almost a year and a half ago. We also observed that there was no cancellation processed within the grace ******* If you had reached out directly to the accommodation to modify or cancel your stay, this should have been communicated immediately, and you would have been provided with written documentation.

  
  Our dedicated Chargeback team is actively gathering all necessary documentation and will submit it to the card processor for mediation. For any resolution or updates, it is imperative to continuing the process through your financial institution.
  We appreciate your understanding and patience in this matter.

• Initial Complaint

  Date:12/03/2023

  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 have never enrolled for Super+ membership, so charging my bank account is a fraud! Hence, I've got already two unauthorized transactions $14.99+$14.99

  

  Business Response

  Date: 12/12/2023

  Hey *****,

  We can assure we are a legitimate company that has been featured in many reputable publications, including **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  It's possible that you inadvertently signed up for the 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.

   In this instance it is noted that you were able to cancel your membership successfully.

  We hope we have clarified your doubts and concerns.
  
  
  

  
  
  

  Customer Answer

  Date: 12/12/2023

  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,
  
  *******************