Complaints

This profile includes complaints for Super.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Super.com

  18 Bartol St # 159 San Francisco, CA 94133-4501

  
• 

  Super.com

  447 Sutter St Ste 506 San Francisco, CA 94108-4619

  

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:08/13/2023

  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.

  Reservation Stays charged me for a hotel room I did not book with them. On 7/21/23, I booked a room for the **** hotel with Hotel Planner under the confirmation # H7106626 with the name ************************* because she wanted to use her AARP discounts because she was traveling with me. They could not offer a better discount than the hotel so I canceled the reservation (cancellation #********) I had made and called the hotel directly and booked with them using my mane ********************* and a confirmation #******** for 1 night. I wanted to check my bank account for an error and found that Hotel Planner had already taken $128.84 charged to my debit card. I also saw a separate charge for $****** for the same hotel, same dates through Reservation Stays with a confirmation # B_10363698. I went to the front desk the hotel and wanted to know what the ****** was for. The clerk called and found that Get-A-Room at ************ had booked the original booking and after explaining the situation to them, they gave us a case #******** and was told that Get A Room would refund Hotel Planner and they in turn would refund me. I have been refunded the $128.84 and all is fine with them. I have contacted Reservation Stays at ************ many times to try and resolve this issue and have been hung up on and after yelling at them, they finally after the 4th call, connected me with a supervisor who transferred me to support. I spoke to ****** who is telling me that this reservation is confirmed and 100% NON REFUNDABLE. I explained that I did not make a reservation with them and my card has been fraudulently charged. I want this company to refund my ****** and know that they can not treat people this way. I do not know how they got access to my information but again, I do not know this company and I did not book a room with them.Please help,*********************

  

  Business Response

  Date: 08/24/2023

  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: 08/24/2023

   
  Complaint: 20463438
  
  I am rejecting this response because: I not only expect an apology from the business, I expect the business to refund my money in the amount of $116.94 US dollars. This business needs to be shut down completely because it is taking advantage of people and taking their money every day.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/30/2023

  Hi ****,

  Thank you for reaching out to us regarding your reservation B_10363698 at the Avid Hotels ************* - Quail Springs, An IHG Hotel.

  We are truly sorry to hear about the confusion with your bookings. You indeed made a purchase of a hotel booking for the above mentioned hotel on our platform and the charge for that was USD $116.94. Please note that we cannot make a reservation on your behalf without you sharing your details with us along with your go ahead to process the transaction. No credit card information is ever stored on our servers and our website complies with the Payment ****************** Security Standards (PCI Compliant). This is the most stringent level of certification available in the payments industry.

  We hope we were able to clarify this for you.

  Regards

  
  
  

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20463438

  I do not except the response from this company because I did not book with them as I have explained in the documents that I submitted to the BBB. I do not care what this company is stating, they took my information from the original booking with the other company and used it to take my money without authorization. If the BBB care team would take a look at the complaints this company is notorious for, they would understand how this is happening so often. This company has repeatedly taken advantage of people for a very long time, and they need to be shut down. I cannot believe that a company of this nature has been allowed to operate in such a manner as this. I will not except any other responses such as this in the future, I have explained what I expect from them, and they need to deliver. I want my money back in my account and they already have the account information. I am surprised they have not charged my card for other unauthorized purchases. 

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

• Initial Complaint

  Date:08/12/2023

  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.

  Reservation stays sent us a confirmation for "Hampton Inn in *******, **". When we arrived there was no reservation at this hotel. They misrepresented themselves and had us booked a different hotel of different quality down the street. The staff at Hampton Inn noted that they had been having problems with this booking service frequently in that they send guests confirmation for their hotel but misrepresent themselves.

  

  Business Response

  Date: 08/21/2023

  Hi *******,
   
  Thank you for reaching out to us about your reservation B_10577803.
  
  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,

• Initial Complaint

  Date:08/12/2023

  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.

  We booked a reservation for 6/15/23-6/19/23 at ***************************, WI. Reservation confirmation number B_7311324. Hotel confirmation number ********. We had to leave due to a family emergency, and ******* agreed to refund the amount excluding the one night. This was refunded to Reservation Stays from Hampton Inn for $758.00 on 6/17/23 via transaction ID ******, MC ending ****. On 7/3/23, we called Reservation Stays and were told to email the proof of the Hampton Inn refund to their customer service at *********************************** so we did so immediately the same day. We have yet to receive a response or the refund from Reservation Stays, even though the response email states we should hear something back typically within a few hours, and they have had the refund from Hampton Inn since 6/17/23. We would like it refunded to our card used to purchase the reservation.

  

  Business Response

  Date: 08/21/2023

  Hi ****,

  Thank you for reaching out to us regarding your reservation B_7311324.

  We are sorry to hear that you had to cut down your stay period due to an emergency. We hope everything is fine. 

  Please note since this reservation is from June, we will try our best to provide you with a resolution at the earliest. Our amendments team will work on this with our travel partners and they will provide you with an update.

  Regards,

• Initial Complaint

  Date:08/11/2023

  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.

  On June 24, 2023, i paid for a reservation through Super.com/snap travel for the Holiday Inn in ************** for the dates of 7/1-7/3/2023. I received the attached Hotel reservation page and followed its instructions when i arrived at the hotel. The hotel said they had no such reservation and that the two reservation numbers provided by SNAP Travel ( B10000687 and **********) via telephone calls with their company were not valid. Each time i called (3 times) as well as the hotel front desk (1 time), we were told that they were working on it and would get back to me. I continued this process for over an hour and a half, finally calling my brother, ***** to see if he could get us a room. My brother then paid ****** for a room. This was in addition to the ****** i had already paid. Since our return, i contacted the company and was left a message that they "saw i checked into the hotel". I have repeatedly tried to explain to them that their "reservation" was not valid and additional funds were required.

  

  Business Response

  Date: 08/20/2023

  Hi,
   
  Thank you for reaching out to us about your reservation.
  
  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,

• Initial Complaint

  Date:08/11/2023

  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.

  I got paid by direct deposit 3 days ago this is the second time I've received my direct deposit through super cash last month I had no problems this month they suspended my debit card and said I need to do an identity verification I've been calling for 3 days straight my bills are behind now my kids have had no lunch money for school I have no money without my paycheck that's been deposited on my account but they keep saying all I can do is wait for a email from theyre headquarters for @ identity verification it's been 3 days now And still nothing I need my money I'm never behind on bills until now because of this company please help me

  

  Business Response

  Date: 08/19/2023

  Hi *****************************,

  We appreciate you reaching out to us through this channel. However, please note that we will not be able to share sensitive information here. Please reach out to our ************* team at ***************. They are available Monday to Friday, from 8AM to 7PM, EST.

  Regards,

• Initial Complaint

  Date:08/10/2023

  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 looking for a refund for reservation B-******* for a stay at the Holiday Inn Express, *******, **. on June 20, 2023. Upon arriving at the hotel they did not have our reservation. I gave them my confirmation number from Super Travel and when the hotel called the person said our reservation bounced back to them as the hotel was booked. Meanwhile the money was already taken from my account and I was never contacted that the hotel was sold out. The money was never sent to the hotel and they were never paid. We were then forced to get other hotels and spend additional money. It has now been 7 weeks and over 45 days and I still have not received a refund. All I'm told when I call is that it's been escalated and the team is working on it. How long does it take to look at the details and see that this was not our fault as we did not cancel the reservation. It was never made by you to the hotel. I would like my full refund of what I paid.

  

  Business Response

  Date: 08/18/2023

  Hi ****,

  We are really sorry for the delay and confusion regarding your reservation. We appreciate you sharing all the necessary information with us. Our *********** team is working on your case and they will update you within the next 24 hours. 

  Regards

• Initial Complaint

  Date:08/09/2023

  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.

  Super offers cash advances & booking hotels but paying for them later. They dont list any rules until you commit to spaying a membership fee. After seeing they take peoples money and never book their trips & refuse to assist; I called to cancel my membership. The representative told me no, that I couldnt cancel @ that even if I spoke with a manager, they wouldnt cancel my account and delete my bank account information. There have been numerous other customers complain of the same issue. This company keeps taking peoples money and not providing services. I begged them to delete my information (not even requesting a refund on my membership fee), and they refused. Im scared theyll continue taking money from my bank account. Their customer service is incredibly rude and refuse to assist. This entire company is fraudulent and scam people. It needs to be shut down so others arent screwed the same way myself and many other people have been. I just want my account information removed from their records!

  

  Business Response

  Date: 08/18/2023

  Hi there,
  
  Thank you for reaching out to us.
  
  We are truly sorry to hear about your experience, however, please provide us with your reservation information, so we can look into it:
  
  Order ID:
  Email used for the reservation:
  Summary of your case:
  
  Hope to hear from you.
  
  Regards,

• Initial Complaint

  Date:08/08/2023

  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.

  We booked a hotel in ****** (via Super.com) and were unable to utilize the reservation due to our flight being cancelled (after many delays). Date of reservation: 06/30/2023 - 07/01/2023. 1 night. $200, tax included.The hotel (**********************) has been incredibly helpful and has authorized the refund but the Agents at Super.com will NOT process the refund.I have provided the numerous documents requested by Super.com; and in addition an AGENT personally asked me for $30 to expedite my claim.I have spoken to numerous Agents in regards to my issue, however each agent says a supervisor has rejected our claim... specifically that the "travel partner" (Hilton - ******) has refused to agree to he refund.This statement is a complete falsehood. I have spoken directly to the Reservation Manager at Hilton-******. In addition I have provided Super.com with the Hilton-****** contact information.We would appreciate any help you can provide. Thank you!

  

  Business Response

  Date: 08/17/2023

  Hi ***,

  Thank you for reaching out to us.
  
  We are truly sorry to hear about your experience, however, please provide us with your reservation information, so we can look into it:
  
  Order ID:
  Email used for the reservation:
  
  Hope to hear from you.
  
  Regards,

  Customer Answer

  Date: 08/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2044145.

  The Company, Super.com has asked for additional information.

  Below is that information requested.

  Reservation Confirmation#: B_10106113

  Date of Stay:  06/30/2023 - 07/01/2023  (Unable to stay due to airline cancelling flight)

  Hotel:  ******************** ..... (Hyatt confirmation #: ********)

  Hyatt Contact:  ************  (Spoke to ***** in Reservations who confirmed my refund was approved by *****)

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

• Initial Complaint

  Date:08/08/2023

  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 booked a trip to **** on Super.com, reservation# B_9985501 and did not get insurance. However when my father died, I was unable to go and I cancelled the reservation. I reached out to Super.com on 7/03 and again on 7/08 and Super.com asked that I send documentation, which I did from the mortuary and they said it would be about a month for them to review the case and possible process a refund. On August 7, I viewed my reservation online and it stated "Your booking was cancelled.$1,163.23 will be refunded to your original payment method in 3-5 business days." (document attached) This gave me great relief and I thought the case was over.Until later that day, I received an email stating that a refund will not be processed and is not possible. If this was the only information I was provided, I would accept this unfortunately news but it was not. I informed them that the reservation states that a refund is processing and they only continued to say that a refund will not be processed.Super.com then stated that I can contact the resort directly and have them resolved the issue, which I did. Only to be told that this is not something the resort can handle and that I have to communicate with Super.com. Their mistake is sending me in circles to try to get a fair resolution. Still today, 24 hours later, my reservation still says that a refund is being processed but Super will not process it.

  

  Business Response

  Date: 08/17/2023

  Hi ***,

  Thank you for reaching out and flagging the message that you see regarding cancellation and refund. We are sorry for the confusion and currently investigating what happened. In your case we did try to negotiate a refund on your behalf. However, the travel partners denied the refund and hence we were not able to proceed. While we look into the message which seems to be a glitch, you may check with the hotel to see if they agree to deviate from the original booking terms and agree to provide you a refund. If so, please provide us with a written documentation outlining the above so that we can process that refund for you.

  You will hear back from us soon.

  Regards

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20440155
  
  I am rejecting this response because: I have reached out to the resort and they explained that this is out of their hands and my reservation is with this 3rd party, super.com . I think it is very unprofessional to suggest an option that throws the problem on another, while wasting my time on the phone with the resort, all the while super.com know the reservation was through super.com. Again, I would happily accept that I cannot get a refund BUT due to the said glitch I feel *********** a full refund. Otherwise it was false advertising/misleading a customer.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/24/2023

  Hi ***

  Please accept our condolences for the loss of your father. 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: 08/25/2023

   
  Complaint: 20440155
  
  I am rejecting this response because:

  I do not want this response to go 5 days and then the case is " closed ".

  I appreciate the update however, this matter is still unresolved and I await a resolution.

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

• Initial Complaint

  Date:08/07/2023

  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 flight from ***** to ********* May 19th through Snaptravel which is now Super, the flight was canceled by the airline and a refund was issues to Super. Super will not reimburse me the refund.

  

  Business Response

  Date: 08/14/2023

  Hi ******,

  We have recently learned that, for reasons beyond Supers control, the party with whom you booked your flight(s), Bookingvault, has ceased operations.  Please note that this is a separate company and not Super, so any refunds by the airline were not issued to us. Unfortunately, since your booking was with Bookingvault and not Super, Super has limited access to service your reservation, but wed like to guide you on how you can expedite your refund as best we can.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement. due to Bookingvaults inaccessibility.

  
  We reiterate our apologies for any inconvenience and we appreciate your patience and understanding all throughout.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20432177
  
  I am rejecting this response because:

  Snaptravel/booking vault is Super.  They merely renamed.  In October 2022, Snaptravel was renamed to SuperTravel, the parent company Snapcommerce to Super, and switched the commerce industry to fintech,[16][17][18] while the domain name Super.com was acquired for an undisclosed amount.[19][20][21].  It is not beyond their control, they are hiding behind a rebranding name.  I am demanding a refund.  

   "Snapcommerce Expands To Fintech, Launches SuperCash Building On $145M of ****************** finance.yahoo.com. Retrieved 2022-12-28.
   Redao (2022-10-18). "Snapcommerce pega sua capa e se torna Super". TEG6 (in Brazilian Portuguese). Retrieved 2022-12-28.
   "SnapCommerce rebrands to Super, expands to fintech with the launch of SuperCash cashback card". ********* | ************** 2022-10-19. Retrieved 2022-12-28.
   ******************** (2022-10-19). "Snapcommerce rebrands to Super with Super.com - "We knew having our domain name match our brand name was paramount"". ***** Names. Retrieved 2022-12-28.
   ******************** (2022-10-19). "Super Launches a New Credit-Builder Debit Card Called SuperCash". PaymentsJournal. Retrieved 2022-12-28.
   ****************************** (2022-11-07). "A Super domain name - DNW Podcast #***". Domain Name Wire | ***************** Retrieved 2022-12-28.

   

   

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

  

  Business Response

  Date: 08/20/2023

  Hi ******,

  Yes, you are correct, as part of our third party agreement, the Snaptravel logo is included on the booking page.  However, Bookingvault is the party that processed your transaction directly;  this will be reflected directly on your bank statement.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement, due to Bookingvaults inaccessibility.

  Regards,

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20432177
  
  I am rejecting this response because the email confirmation specifically shows Snaptravel as the booking party and states "If your flights are cancelled by the airlines we will assist you in rebooking or ISSUE A FULL CREDIT TOWARDS FUTURE TRAVEL.  So at a minimum I would like credit but since I don't trust your company I am requesting a refund.  
  
  Sincerely,
  
  *****************************