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:11/02/2025

  Type:Service or Repair 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.

  On Nov 2, 2025 I booked two hotels with Super.com for Nov 6-7. I booked "refundable ticket" for both, which said it would provide me with the option to cancel before Nov 6th.The website had two options for a booking: non-refundable and refundable (till Nov 6). I booked the "Refundable Ticket" option, which came with a surcharge. I was under the impression that it was refundable.However when I was received an email it said it was a non-refundable booking and the 'refundable' ticket was just for extenuating circumstances. I did not realise this because it was in the fine print / terms and conditions. Note that I have a brain injury and it makes it harder for me to read fine print and details.This site was intentionally misleading and tricked customers like me by saying 'refundable ticket' next to 'non-refundable ticket' when really it wasn't this at all.Immediately I contacted their customer service by chat where I was told they couldn't do anything because it was 'my error.' Then I contacted the hotels who also said they couldn't do anything since it was a third party. Then I contacted my bank which said possible they can help because it was a misleading transaction but I would need to wait until the transaction clears which will be after the hotel booking. I am so upset and feel misled, and now I lost money on hotels I can't use.

  

  Business Response

  Date: 11/03/2025

  Dear ******* *****,

  Thank you for reaching out and sharing your experience with us. We understand how important it is to have clarity when booking accommodations, and we're here to assist you.

  The Enhanced Refund option is designed to provide flexibility by ensuring your booking can be 100% refundable in the event of unforeseen circumstances. If you find yourself unable to proceed with your booking due to valid reasons outlined in our Refundable Terms and Conditions, you have the option to apply for a full refund directly to your bank account in the same currency. It's important to provide the necessary documentation to support your claim and you can find the Enhanced Refund option details in the Cancellation Policy section of your confirmation email.

  Our bookings are generally non-refundable and non-amendable to offer the best possible rates to our customers. I understand you were under the impression that the refundable ticket option was straightforward, and we appreciate you highlighting the confusion it caused.

  If there's anything more we can do for you or if you have further questions, please feel free to reach out. We're committed to ensuring a positive experience with Super.com and are here to support you.

  
  Warm regards,

  Super.com Team

  Customer Answer

  Date: 11/04/2025

   
  Complaint: 24097520
  
  I am rejecting this response because: you acknowledged the misleading way Super.com represented its "refundable" fares (which were actually non-refundable just named like this), and also stated your commitment "to ensuring a positive experience with Super.com" and willingness to support, your message did not actually solve any problems. 

  My request is this: given that you agree with me that the wording on your website was confusing, and your stated commitment to ensure I have a positive experience (and that I use your website again for my bookings, as I travel frequently) - can you please make an exception and refund me both hotel bookings, so I can start again? 

  1) B_22186578

  2) B_22186453

  This has been a very poor experience with Super.com and caused me a tremendous amount of stress due to "the confusion it caused" but also the stress of having a huge expense for hotels I do not need, that I thought were refundable.

  As you said, I was under "the impression that the refundable ticket option was straightforward" but it clearly wasn't.

  I would appreciate your consideration here, imagine you were in my position please.

  Please note that within 30 minutes of making the booking, as soon as I received the email confirmation stating a "non refundable" booking, for bookings I thought were refundable because I booked the 'refundable' option, I reached out to your customer service and they did not help me - they said a manager would be in touch with me and nobody called me (this was now 36 hours ago) - they also couldn't tell me when someone would try to call. 

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

  

  Business Response

  Date: 11/07/2025

  Dear ******* ,
  
  Thank you so much for your follow-up email and for sharing your concerns with us. I truly appreciate your patience and want to ensure a positive resolution for you.
  
  I'm pleased to inform you that we escalated your case for further review, and after communicating with both hotels, we have successfully secured free-of-charge cancellations for your bookings. The refund for your hotel reservations has been processed to your original payment method and should appear in your account within the next 3 to 5 business days.
  
  Your feedback is incredibly valuable and helps us enhance our communication and customer service. We hope this resolves your concerns and improves your experience with Super.com.
  
  If you have any more questions or need assistance, please feel free to reach out. Thank you for allowing us to make this right for you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/11/2025

  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:11/02/2025

  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.

  9-20-25 I booked a hotel room through Super for $90. Once I arrived at the hotel they said my reservation was cancelled because of overbooking. I have been trying to get a refund ever since and Super just keeps giving me the run around. I believe they knew the hotel was at capacity.

  

  Business Response

  Date: 11/03/2025

  Dear *****,

  Thank you for reaching out and sharing your experience with us. We understand how important it is to have a smooth and trouble-free stay, and Im here to provide clarity and assistance.

  It seems your reservation was affected by an overbooking situation, and we want to support you in addressing this. To proceed with your refund request, we kindly ask that you provide written confirmation from the hotel stating it was overbooked and that your booking was canceled free of charge. This documentation will enable us to further assist you in resolving the matter.

  We strive to ensure our customers have the best experience possible, and your feedback is invaluable in helping us achieve this. If you have any more questions or need further assistance, please feel free to reach out. We're here to help and ensure your experience with Super.com is positive.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 24096383
  
  I am rejecting this response because: I have already forwarded the email that was sent to me from Days Inn and Suites. I have also attached it to this complaint. Could you please explain how you can sell rooms for a place you can not contact when things go wrong? Please review your email, the attachments or contact Days Inn and Suites if you have any questions.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/05/2025

  Dear *****,

  Thank you for your patience and for following up with us. I recognize the situation may have been challenging, and I appreciate your efforts in providing the necessary documentation from Days Inn and Suites.

  I've reviewed your message and want to assure you that we've escalated the matter to our support team. They are actively working on your case and have reached out to you directly to ensure you receive the resolution you deserve.
  At Super.com, we aim to ensure smooth experiences for all our customers, and your feedback is valuable to us in refining our processes. Rest assured, we are committed to resolving this for you, and we are here to assist with any further questions or needs you may have.

  Thank you for allowing us to address this matter, and please dont hesitate to reach out with any additional inquiries.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:11/01/2025

  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.

  Went through Super.com to book a room. Checked and made sure they were legitimate. Booked the room and when I made it to the office, I was declined entry due to the virtual card that super.com sent was declined. My card has already been charged. I called super.com and they stated it was because I tried to check in early, and the card would be active 30 mins before checking time. Came in at 3:10 (10 minutes after check in time), and the card was still declined. No resolution yet as of 4:01.

  

  Business Response

  Date: 11/03/2025

  Dear *******,

  Thank you for reaching out and sharing your experience with us. We understand how crucial it is for your check-in process to be seamless and appreciate your patience in this matter.

  We have received confirmation that our travel partner has resolved the issue, allowing you to check in successfully. We regret any inconvenience the delay may have caused and are glad to see it has been settled.

  If there is anything more we can do for you or if you have additional questions, please feel free to reach out. We are here to ensure your experience with Super.com is as smooth and enjoyable as possible.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:11/01/2025

  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 being charged monthly $15 without consent or knowledge. I would like a refund from this company.

  

  Business Response

  Date: 11/02/2025

  Dear *****,

  Thank you for getting in touch with us and sharing your experience. We understand the importance of being fully informed about any charges, and I'm here to provide clarity on the situation.

  The Super+ membership is designed to enhance your travel experience by offering exclusive benefits, such as discounted rates and cashback opportunities. Clear consent is required at checkout to ensure transparencyno sneaky sign-*** here!

  We have reviewed your account and recognize the situation. Super+ memberships are generally non-refundable, but your satisfaction is important to us. As a gesture of goodwill, we've canceled your membership as of November 1, 2025, and processed a refund of $136.97 to your original payment method. You should see this reflected in your account within the next 35 business days.

  If you have any further questions or need additional assistance, please feel free to reach out. We're here to help and ensure your experience with Super.com is positive.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:11/01/2025

  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.

  October 24, 2025 $***** October 24, 2025 $***** October 25, 2025 $***** Super.com charged me twice for a 1 night stay. Then, the hotel also charged me. Seeking the 2 nights they charged at ***** each night. The ***** is a legitimate charge from the hotel.

  

  Business Response

  Date: 11/02/2025

  Dear ****,

  
  Thank you for reaching out and bringing this to our attention. We understand how important it is to have clarity and accuracy in your billing, and I'm here to assist you.

  Based on your message, it seems there was a duplication in the charges processed for your stay. Our bookings are typically non-refundable and non-amendable, as this policy helps us offer our customers the best possible prices.

  To look into this further and assist you effectively, we kindly request that you provide written proof from the hotel confirming that the reservation was canceled free of charge. With this confirmation, we can proceed with a thorough review and ensure the appropriate resolution.

  We appreciate your understanding and cooperation. If there are any more questions or additional assistance you need, please feel free to reach out. We're here to help and ensure a smooth experience with Super.com.

  Warm regards,

  Super.com Team

• Initial Complaint

  Date:10/31/2025

  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.

  Backstory, I am currently homeless living in a hotel. My brother was kind enough to lend me his debit card to pay for a room a couple of nights. I am having trouble (over a month) getting card removed from file. I'm stressing to them this is not my card. Therefore not my money. I am having so many issues removing the card on file. They're only charging $15 but it's not my money and they're refusing to remove said card.

  

  Business Response

  Date: 11/04/2025

  Dear Aqua,
  
  Thank you for reaching out and sharing your situation with us. I understand the importance of resolving this matter quickly, and I'm here to assist you.
  
  I want to let you know that we have canceled the Super+ membership associated with the card to prevent any future charges. Typically, the Super+ membership is activated during the booking process, where customers are offered exclusive benefits like discounts and cashback opportunities. This process requires confirmation during checkout, which helps ensure everything is clear.
  
  Your understanding and patience during this process are greatly appreciated. If there's anything more you need or any further assistance I can provide, please don't hesitate to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 11/04/2025

  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,
  
  Aqua *****

• Initial Complaint

  Date:10/30/2025

  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 paid for their services of booking two rooms for one night at *** ******* By LuxUrban ********. When we arrived at the hotel on Sep. 7th 2025, all reservations were cancelled due to some building problem and we had no place to stay.I contacted them immediately about refund on Sep. 7th. They offered no help to find another hotel and no refund. Now this is Oct. 30th, after months of investigation, they never got back to me. What is worse is though they provided no services, they still charge my card for 3 month membership without telling me and emailing me. They should refund my hotel charge and membership fees.Avoid at all cost!

  

  Business Response

  Date: 10/31/2025

  Dear ***,
  
  Thank you for reaching out and sharing your experience with us. I understand how important it is to have clarity and resolution regarding your booking, and I appreciate your patience.
  
  Currently, a dispute has been filed with your bank concerning this transaction. Whenever a dispute is initiated, it requires all further communication and resolution efforts to be managed directly through the bank. Our role is to support the investigation by providing any necessary documentation and information they request.
  
  Because of this ongoing chargeback process, we are unable to intervene or make any changes to the transaction until the bank concludes their review. If the dispute had not been filed, we would have been able to escalate the matter internally for review and resolution.
  I recommend staying in touch with your bank for the latest updates on the dispute. Please be assured that we are fully cooperating with their requests to facilitate a comprehensive review.
  
  Thank you for your understanding in this matter.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/30/2025

  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 had booked three reservations in *******. My elderly mother has been taken very sick and in the hospital. I motifeydi the ************** and asked to cancel my reservations and return my money. First it was only the hotel can approve, which they did as long as Super + emailed them with the approval. Then it was a no non cancel. Then it was if I could provide proof from a hospital I did all than it was, we need to call you, and no one has called. This is a real medical emergency, and I have permission from the hotels, but this company will not work with me.

  

  Business Response

  Date: 11/03/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience. I understand how crucial it is to manage your reservations during such a personal time, and we're here to help.
  
  Our bookings are generally structured as non-refundable and non-amendable to ensure we offer the most competitive rates. However, given the circumstances, we have escalated your request for a thorough review.
  I'm pleased to inform you that, after speaking directly with the hotel and our travel partner, we have successfully secured refunds for reservations B_22015084 and B_22015155. For your reservation B_21854103, we are still coordinating with our travel partner, as the
  hotel has not yet approved a free-of-charge refund.
  
  We appreciate your patience and understanding as we continue to work on your behalf. Rest assured, we are doing everything possible to achieve a positive resolution.
  
  Thank you for trusting us to assist you, and please feel free to reach out if you have any further questions or need additional support.
  
  Warm regards,
  Super.com Team
  

• Initial Complaint

  Date:10/30/2025

  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 was fraudulently charged on my debit card twice now. I have NEVER even heard of this company so when I called to dispute the charges the man I spoke with kept telling me there not an account with my phone number which I already knew because I NEVER MADE AN ACCOUNT NOR DID I SIGN UP FOR THERE SERVICE. He then demanded my email and when I told him I wasnt comfortable giving him that because I was starting at my bank statement and he has confirmed I didnt have an account under my phone , he then wanted another phone number which I dont have. And he got irritated telling me hes not gonna repeat himself which upset me because Im also repeating myself stating I have NEVER heard of this company and havent booked any travel stuff in almost a year! So I asked for a supervisor as you can imagine there is no available supervisor maam offfffff course! Told him I wanted my **** money back immediately and he told me hes hanging up because of my FOUL language. I just want the money this company stole from me! This company popped up on my statements after my husband and I used ***** Fraudulently charging my card and willing taking money that was NOT authorized to be taking. Makes me sick. Especially in a time where extra money is not something I have and I have two small children to take care of. I believe I will be escalating this issue as far as I can to get this scam operation SHUT DOWN! IMMEDIATELY

  

  Business Response

  Date: 10/31/2025

  Dear Porsche,
  
  Thank you for reaching out and expressing your concerns. I understand how unsettling unexpected charges can be, especially when you have no prior knowledge of the company or service involved. I'm here to help clarify and resolve this matter for you.
  
  The Super+ membership is an optional program designed to offer benefits such as discounts and cashback opportunities. It appears that this might have been activated through a third-party advertisement, possibly during a transaction with another service like Uber.
  
  Rest assured, we've taken immediate steps to address your concerns. We've escalated this matter for thorough review, canceled the membership, and processed a full refund of all charges related to the membership. The refunded amount will appear in your original payment method within the next 3 to 5 business days.
  
  I appreciate your patience and understanding as we work to resolve this issue, and while I understand the initial frustration, we're committed to ensuring a positive resolution for you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/29/2025

  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.

  On April 27th, 2025, I booked a hotel through Super via a ****** travel search. Super then billed me CA$21 for each of May, June, July, August, Sept, and Oct 2025 for a supposed "monthly membership". There was no email or text message explaining that, by simply booking, they were fraudulently enrolling you in their subscription service. The only way to cancel is to follow the credit card trail to a phone number. Apparently, the terms are concealed somewhere in the reservation. Upon investigation, I've found multiple reports of Super's deceitful practices. I've reported the issue to my bank and credit card company and seek reimbursement for six installments of CA$21, for a total of CA$126. I request that BBB take action to prevent this practice and warn consumers and banks about Super. I also intend to file a complaint with ****** promoting deceitful business practices by including Super in their listings.

  

  Business Response

  Date: 10/30/2025

  Hi ********,
  
  Thank you for reaching out to Super.com and for bringing this matter to our attention.
  
  When booking through our platform, the exclusive best available rates are offered specifically to Super+ members. To access these discounts, the option to enroll in Super+ is clearly presented at checkout, and the membership is only activated once confirmation is given. The Super+ membership is entirely optional and designed to provide added value through benefits like cashback, exclusive discounts, and additional travel perks.
  
  Weve reviewed your account and confirmed that your Super+ membership has been successfully canceled. Our records show that six months were charged at $15 each, totaling $90. As a one-time exception, well be processing a full refund for this amount. You can expect the refund to reflect on your original payment method within the next 35 business days.
  
  If you have any further questions or need assistance, feel free to reach out were here to help!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 10/30/2025

  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. I strongly suggest that the company reconsider its approach to auto-enrolling customers in a monthly subscription and explore a more transparent method for building its membership.
  
  Sincerely,
  
  ******** *******