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:12/02/2023

  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 have been trying to cancel my account for hours on end because i no longer want this membership and they will not let me cancel it. The system is saying my phone number does exist but I used my number to sign up. They are just trying to get money out of ****** am not okay with that.

  

  Business Response

  Date: 12/12/2023

  Hi *****, 

  We apologize for any negative impression you may have formed about our service.
  
  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.
  To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
  ***********************************************************************************************************************

  If what you are requesting is rather to close a Super Pay account, for security reasons, account cancellations can only be processed over the phone. To process the cancellation, please contact our dedicated team at ***************. They are available Monday to Friday, from 8 AM to 7 PM, EST.

  We're here to assist you in the best way possible.

• Initial Complaint

  Date:12/01/2023

  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 booked a hotel stay with reservation number B_12128681. I have not received a confirmation number from the hotel and when I call the hotel directly they tell me that its ready but the number cannot be shared with me as the agency I booked it with has to reach out to them first. I called Super.com 3x and have told them that, but Super.com and their Amendments Team stated that the Hotel responded to their email saying that the reservation number has not been created yet and will be created 14 days prior to check in. I called the hotel after an email and a phone call I made to Super.com and the hotel said that the information provided by Super.com is NOT TRUE. I called Super.com after that phone call to the Hotel and they told me that there is nothing I can do but wait. I asked for a Supervisor and the agent (***) stated that they cannot transfer me to one because there arent any. They can only fwd my case to them via email. *** stayed at this hotel before and they require the guests to book activities and restaurants a month prior to check in. I have another reservation with another agency and they were able to provide me the reservation number within 3 days of booking. Super.com is not living up to their promise of customer satisfaction and customer service is a joke.

  

  Business Response

  Date: 12/11/2023

  Hi ******,

  We'd like to inform you that many hotels typically process third-party bookings closer to the check-in date. As a result, they might not be able to provide their internal reservation number at this moment. Alongside the reference code B_xxxxxxx that you received when making the reservation, the hotel will be able to furnish you with their Hotel Confirmation Number (HCN) as the arrival date approaches.
  
  We want to clarify that this situation arises from the fact that, as a third-party, we have limited control over the hotel's processes. Some properties are only able to view reservation details internally as the check-in date draws nearer, while others are capable of accessing this information as soon as the reservation is completed.
  
  Thank you for your understanding, and please feel free to reach out to our 24/7 Support team if you have further questions or require assistance. Our team is already working on your case to get that confirmation number to you. Please hang in there.

  Regards

• Initial Complaint

  Date:11/29/2023

  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 booked a tower suite with two bedroom with them in Aug, 2023. I received an email from them on Nov ******* letting me know hotel did not have availability due to error in system and they are going to put me in resort king. I reply to email letting them know that will not work for me since I booked Tower suite with 2 bedroom. I received another email on Nov 27, 2023 stated they have managed to confirm my room for the Tower Suite with 2 bedroom. I have been speaking with the hotel since Nov 27, 2023 they informed me the room I currently have is Resort king not the Tower Suite. I need them to call the hotel and update my room information. When I talk or chat with them. They just keep telling me don't worry someone will reach out to me. It's been over a week an a half. Still no call from them.

  

  Business Response

  Date: 12/08/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_10610738  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 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 wish a great stay at the ***************************** .

• Initial Complaint

  Date:11/29/2023

  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 never recieved the service I paid for and can't reach customer support

  

  Business Response

  Date: 12/08/2023

  Hi ********,

  We're truly sorry to hear about the issue you've encountered with our service. To assist you promptly, could you please provide more details regarding the specific service you're referring to? Additionally, it would be immensely helpful if you could share the email address and phone number associated with your Super.com account so that we can investigate and resolve this matter for you.

  Your cooperation is greatly appreciated, and we're committed to addressing your concerns as quickly as possible.

• Initial Complaint

  Date:11/29/2023

  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.

  Joined super.com and everything was going fine. I was being credited properly and then boom I just stopped being credited for the things I was doing. It made no sense when I reached out through the report a problem button because it sent me to a 3rd party known by ******************. They proceeded to send me a generic response with 13 different reasons why it may have been not credited by an investigator No joke, cant even give an actual reason why so I believe this is what they do to everyone because they did it to multiple offers I submitted a ticket for Meanwhile they are saying this but they had already paid me for the first half of one of the said tasks. Shocker that the second half paid the most. But This is where it gets even weirder because a super representative tells me to delete the app and redownload it as the credits should appear but they never appear. I then try to go see the offers I had accepted but I was locked out of even being able to click on the offers I had started or completed to see what they pay or see their status for me to report all of my missing credits/problems properly. This company seems legit the first few hrs and then it all starts to make sense. I also tried calling the 800 number & sat on hold for a while while I waited my turn and then at 5:52 CT (they close at 6 PM CT) an automated thing comes across saying they were no longer available for the day even though there was 8 minutes left in the their work day and I had been on hold for 30 minutes.. Make what you want of this review. I stopped playing the games and using the app for now. Lets see if they credit me properly.. ALSO, the super pay card is a JOKE. You cant link it to a lot of different platforms.

  

  Business Response

  Date: 12/08/2023

  Hi *******,

  Thank you for reaching out and we apologise for your experience on the gaming platform. 

  We would most definitely like to take a look at what's going on in your account and see if there is a suitable resolution for the same. Kindly share the phone number or the email id associated with your account so that we can check internally as we are not able to pull up any account based on the information provided.

  Looking forward,

  Regards

• Initial Complaint

  Date:11/28/2023

  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.

  Super.com is the business I'm making a complaint about they charged my card on Saturday 2023 at 11:01 am.I've never done any kind of business with them and would like to file a lawsuit if available,I don't believe they had any right to my information

  

  Business Response

  Date: 12/08/2023

  Hi *****,

  We apologize for any negative impression you may have formed about our service.

  
  While it may not have been your intention to be charged for the Super + membership 7 day trial, it's possible that you inadvertently signed up for it. We not have the ability to automatically sign you up. 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.

  
  To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
  ***********************************************************************************************************************
  
  
  We're here to assist you in the best way possible.

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had over $230 in store credits with dailysteals.com. However, recently super.com bought dailysteals.com and i was told by dailysteals customer service to contact ********************** directly about this due to the acquisition. I contacted super.com and they acknowledged that they will resolve this issue. Its been over a month now since i have contacted them and sent multiple follow up emails and have not received any response. I even tried calling their phone number and they have asked me to correspond by email to reach the supershop department in super.com. I have a record of all the emails and responses between myself and super.com.I am hoping they resolve the issue at the earliest.

  

  Business Response

  Date: 12/07/2023

  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, about your requests about store credit.  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: 12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have said that will be resolve the issue asap. I shall wait for their resolution. As for now I find that this reply from them about resolving the issue in the coming days is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/28/2023

  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 used Super.com to book a hotel on 8/21/23. I authorized a payment of $106.29 only. I did not sign up for any kind of membership or recurring charges and I have not used their booking services since. Despite this, I have been receiving monthly charges of $24.99, today is the 4th time I am receiving this charge which I did not authorize. It has been impossible to get a hold of anyone at Super. I have attempted to call repeatedly with no way to get through and the chat feature they supposedly have does not appear when I follow the instructions on their website to access it. I need a refund for these unauthorized charges as well as these charges to cease immediately!

  

  Business Response

  Date: 12/07/2023

  Hi *******,

  While it may not have been your intention to be charged for the Super + membership, it's possible that you inadvertently signed up for it. 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.

  To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
  ***********************************************************************************************************************

  Alternatively, you can 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

• Initial Complaint

  Date:11/28/2023

  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.

  June 10th, 2022 we booked a night at the ************************ in ****** ****** for 6/13-6/14. The reservation number is B_6113252. The total cost was $425.94. The hotel said & showed us that they received our reservation but not my money. We spent ************ on the phone with snap travel. They originally told us they would refund my money back to my card. Then the line got disconnected and we had to deal with someone new. We went in circles for months about this. Snap travel told me to dispute it with my bank, **************** then contacted Snap travel & snap travel DENIED the refund!!! Then, months later again, snap travel told me to make a pay pal account so they could send me my money. Which sounds like ANOTHER scam. This is unacceptable. I need the $425.94 back onto my **************** credit card because I cannot afford to pay that much money, ESPECIALLY when I did not receive the services.

  

  Business Response

  Date: 12/07/2023

  Hi ********,

  Thank you for reaching out to us about your reservation B_6113252.
  
  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: 12/07/2023

   
  Complaint: 20924674
  
  I am rejecting this response because:

  The Bank has stated multiple times that they cannot refund me my money because Snap Travel denies the refund. I dont see any resolution here and I want my money back. I am a single mother of a 9 month old baby & I am struggling to just get by & trying to keep my credit good.  $425.74 is on my credit card that I cannot & will not pay because I never received the services. I need the refund back to my card.  This is not acceptable. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/15/2023

  We truly understand your feedback, and we're fully committed to addressing your concerns. 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.

• Initial Complaint

  Date:11/27/2023

  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 never received any services and was charged

  

  Business Response

  Date: 12/06/2023

  Hi ******,

  Thank you for reaching out to us.
  
  We are truly sorry to hear about your experience. To address your specific situation, we kindly ask for the reservation ID and the email address you used for the booking. This information will help us investigate and resolve the issue more effectively.
  
  Order ID:
  Email used for the reservation:
  Summary of your case:
  
  Hope to hear from you.
  
  Regards