Complaints

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

close

Find a Location

Super.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/02/2023

  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.

  Here is the receipt for my booking

  Customer Answer

  Date: 08/02/2023

  Booking ******** Extended our hotel stay for another night. July 3-july4 2023 we had used super travel site we paid for the room and told we could keep our current room. While my husband and I ran to Store our 16yr old calls us telling us the manager said we had to pay or get out. I called the front desk and the manager yelled at me even after I told her the other front desk person said i was good to go and we could keep the room. The manager said she didn't care we had 10 min to vacate or cops would be called. I explained to her we were broke down and if my daughter did nothing then I'm not understanding the issue. She said I have 10minutes. Daughter called us in 10 min saying she was scared and having a seizure she suffers from silent seizures and cops were walking her off the property and we couldn't get our things. We get back to the hotel explained we had already paid for the room they didn't care. So my husband asked for our belongings and they said they had to locate our things but we were banned from property. Since then we have been going rounds with the hotel about a refund. Finally we get approved and now we are having to fight with the travel agency on it. We had never even had a chance to check in never offered a different t room nothing

  

  Business Response

  Date: 08/10/2023

  Hi ***,
  
  Thank you for reaching out to us about your reservation B_10145545.
  
  We are sincerely sorry to hear that you had trouble at the hotel while extending your stay. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  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 amendments team has already reached out to our travel partners to negotiate a refund on your behalf. Their initial attempt was rejected. However. we have re-escalated to check if we can provide you with a resolution. You will hear from us shortly.

  Regards,

  
  

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20364336
  
  I am rejecting this response because:

  My family and i not only never had the chance to check in at the hotel but our 16yr old daughter was escorted off grounds for no reason by armed gunmen. That was uncalled for. Not once were we offered a different room nothing. Because we havent received a refund that the hotel already approved its been nothing but a landslide effect from that day.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/20/2023

  Hi ***,
   
  Thank you for reaching out to us about your reservation B_10145545.
  
  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: 08/22/2023

   
  Complaint: 20364336
  
  I am rejecting this response because:
  

  it has been nearly 2 months since the holiday inn express robbed my family at gun point for our room and threw our leukemia patient daughter out on the street while we were broke down on the other side of town that they were well informed of. The fact that we still have not gotten a refund is deplorable. Any and all means in which we use to recover this money at this point Is fair. The fact that they used law enforcement as a weapon so law enforcement will not aid us in recovering because it would show that they took an active part in a crime has made this go far beyond all reason. The manager of their business who committed the robbery not being arrested and still working there show that they not only allow such behavior but encourage it by continuing to pay them. To better protect the consumers from being subjected to such things the BBB needs to properly inform the public before they become victims of these criminals as well. Not everybody using their services are on vacation. Sometimes emergencies arise that have people staying in hotels. Being robbed in an ready crisis has done lasting damage that they couldn't possibly understand and being robbed by the hotel itself is devastating and should never be allowed to happen again. Shouldn't have been allowed the first time

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

   

• Initial Complaint

  Date:08/01/2023

  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 room for a business trip on what appeared to be a Sheraton website. Unfortunately business plans changed due to a death and I needed to cancel my reservation. I went to the confirmation email to cancel my booking and it is not a Sheraton website at all. This is a third party booking that will not allow any cancellations. This website is running unethically and tricking buyers into thinking they are booking directly with the hotel when in fact it is not and you cannot reach any customer support.

  

  Business Response

  Date: 08/21/2023

  Hi *****,

  Thank you for reaching out to us regarding your reservation at the Sheraton. Please accept our deepest condolences.

  We would like to take a look at your case and provide you with a resolution. Please share the Order ID of the ******************** you were unable to utilise due to the unforeseen circumstances for us to negotiate a refund on your behalf. 

  Looking forward to getting the reservation details.

  Regards

• Initial Complaint

  Date:08/01/2023

  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.

  My daughter googled hotels and was duped by the listings saying "Official Site" as I have been too. She booked a hotel in the wrong state and immediately tried to remedy the situation. She could not cancel online, and she could not get ahold of the company reservationstay.com on the phone. She called the Hilton Inn in ********, and they had no problem cancelling her reservation. They had not processed any monies at that point. She tried over and over again to get in touch with the 3rd party agency, only to wait on hold for more time than she had. She finally got them on the line, and they told her that she would have to get the hotel to send an email stating that her reservation had been cancelled and that she had not stayed there on 7/30/2023. ****** called Hilton Inn again and they told her that this was not protocol and that they don't write emails to the 3rd party vendors and that if they were unsure of the cancellation, they would usually call the hotel to make sure. ****** finally called me, and I called Hilton Inn in ******* ******** and spoke with a woman named ******. She assured me that they never have to send any emails to the 3rd party vendors and that I should call them and tell them that the reservation had been cancelled and that they could call her and verify. I told ****** that ****** had already gone through all of that and that I would try again. She told me that the reservation B_10485588 was definitely cancelled and no money was owed. I called ************ and was told that I was 25th in queue. I called later that day and waited on hold for 49 minutes. The rep told me that the reservation was non-refundable. I told her that if the hotel said that it was non-refundable then that would make sense, but that they could not keep money for a service that was not rendered. They would not budge. I called Hilton back and they called reservationstay.com. "*****" called me back and said that there would be a refund in 30 days. There is more, but no room.

  

  Business Response

  Date: 08/26/2023

  Hi *****,

  Thank you for reaching out to us about your reservation B_10485588 at the *************************************************.
  

  We're genuinely sorry for the trouble you faced with the cancellation of  your reservation. Your feedback is vital, and we're committed to ensuring our customers' satisfaction.

  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 had already resolved the issue and processed a refund on 2023-08-01.It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  

  Please see receipt below which includes the *** tracking number. 

  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Regards, 

  Corporate
  
  
  

  Customer Answer

  Date: 08/28/2023

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

• Initial Complaint

  Date:08/01/2023

  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.

  This site is a complete scam we booked a hotel room in Marshall ** the company booked ** in Marshall ** was not helpful no refund no help about switching hotels on a mistake they made

  

  Business Response

  Date: 08/09/2023

  Hi ****,

  Thank you for reaching out to us regarding your reservation B_10501631.
  
  We are truly sorry about the confusion regarding the location of the hotel. Please note that we do not have the ability to modify any reservations or change your research.

  Reservations are made based on your search criteria. It's important you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation.

  To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  Regards,

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service 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 through SuperTravel. The voucher says to present the voucher to the hotel to confirm payment was received and SuperTravel will pay the hotel. The hotel said that SuperTravel did not provide a card and i would need to pay for the room again. I called SuperTravel they said they could not give a refund and were not able to talk to the hotel to validate my payment or give a card.

  

  Business Response

  Date: 08/09/2023

  Hi *****,
   
  Thank you for reaching out to us about your reservation B_10012473.
  
  We are truly sorry to hear about the payment issue at the Hotel. It is just that, unfortunately, some incidents might occur in the travel industry, that as a third-party we cannot control. 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: 08/09/2023

   
  Complaint: 20403120
  
  I am rejecting this response because:

   

  this business needs to be held responsible for how they conduct business. They are strictly scamming their customers and listing false narratives in their products and services they are supposed to be providing. I received an email saying my payment would be sent to the hotel and it was not. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/14/2023

  Hi *****,

  We truly understand your frustration, 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. 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.

  
  In this case, nonetheless, we do not have a record of you contacting our Support team so the issue could be clarified with the hotel right then and there.

  
  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:07/31/2023

  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.

  This is a booking website that books hotel rooms. I went to ****** maps and found a hotel I had stayed at before. I typed in the dates I wished to stay. A link appeared showing rooms available for $85/night with different dates than what I typed in. Of course I didnt notice the date change and saw AVAILABLE $85. Why the f*** would anyone want to stay on different dates?! I typed the dates I did for a reason! This is how you get lured in. I went through with the entire booking process and realized the different dates immediately afterwards. Of course super.com is one of the many websites that allow for no mistakes and will 100% give no refunds, even when I obviously will not be receiving what I paid for as I cannot go on the dates I booked and even though I caught the mistake immediately. This a completely unjust business practice and should be eradicated. If you do not receive the product, you should not have to pay! They are not out any money on theyre end, because they have not even booked the room by the time I caught the mistake. The room is still there. It can still be rented. I will not be using it. They hide behind a 100% nonrefundable statement to con people out of their money. The expect that most people will not go through the trouble of getting their money back and just pocket the money for doing absolutely nothing and waste the time and effort of people that do know how to dispute the charges and file complaints. I disputed the charge with PayPal already, although I suspect that while I might receive a refund from PayPal, someone, somewhere along the line gets to eat the $196.46 charge and just writes it off. Probably Paypal. Meanwhile super.com ***** in money for nothing!

  

  Business Response

  Date: 08/09/2023

  Hi ****,
   
  Thank you for reaching out to us about your reservation B_10493843.
  
  We are truly sorry to hear about the confusion regarding the dates. If a particular rate is not available for the dates you chose, we let you know and show the next available dates, so it's important you double-check your booking details before you complete your reservation.  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,
  
  

• Initial Complaint

  Date:07/30/2023

  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 July 29th I had a reservation through super.com at an *********************************** for a special rate of $23. Upon arrival at embassy suites, we show them the reservation and they said we were the 5th person to show up that day with an invalid super.com reservation. They had no room for us, there were no vacancies, and we had to find different accommodations. We received confirmation that the reservations were valid, but in hindsight, we should have called the hotel and confirmed. Oddly, we even received a $30 app credit the next morning to extend our stay at the place we didn't have a room in. I guess the resolution I would like to see is that I am refunded the 23$ we spent from super.com and that the business remove my personal information from their records and never contact me again.

  

  Business Response

  Date: 08/08/2023

  Hi *****,

  Thank you for reaching out to us about your reservation B_10421874.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  In this case it is noted that the hotel was unable to honour the bookings and we are investigating why that happened. As far as a refund goes, we wanted to let you know that we never charged you for the booking as it was not a prepaid booking but rather a "pay on arrival" one in which you pay only at check-in. Since the check-in did not happen, no charge was made. 

  We hope we were able to clarify this for you.

  Regards
  
  

• Initial Complaint

  Date:07/30/2023

  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 July 15th 2023, I booked a hotel room through super travel for July *****th 2023. Super travel booked the reservation through trips.com. Trips.com later got a request to cancel the reservation, sent an email to the hotel on July 24th noting the cancellation, and refunded the money to super travel. Super travel continued to send me confirmations of the booking and never told me about the cancellation. When I got to the hotel I had no reservation and had pay again through the hotel. When contacted, super travel refused to do anything and their exact response was Im sorry for your inconvenience, but all bookings are non-refundable

  

  Business Response

  Date: 08/08/2023

  Hi *******,
   
  Thank you for reaching out to us about your reservation B_10291717.
  
  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: 08/08/2023

   
  Complaint: 20396043
  
  Of course I disputed the charge.  You took my money, refused to provide the service you promised, and then told me that you werent giving me my money back. 
  
  
  
  *****************************

  

  Business Response

  Date: 08/14/2023

  Hi *******,

  We truly understand your frustration, 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. 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.
  
  In this case, nonetheless, we do not have a record of you contacting our Support team so the issue could be clarified with the hotel right then and there.

  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:07/29/2023

  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.

  Hello,I booked a ticket for my daughter through Snap Travel from ************* to ******** ****** on June 14. The cost was $791.09 and the booking number was: ST525185. After booking, **** Travel informed me the the price had gone up and gave me the option to pay the extra or cancel and get refunded. I selected the cancellation/refund and was told it would take 10 days to receive it. It has been over 30 days and has not arrived. Since the time of my transaction, Snap Travel seems to have rebranded as Super.com. When I contacted Super to complain the refund hadn't arrived, they said they don't handle flights anymore and there is nothing they can do. They said they no longer have a relationship with Bookingvault, which handled flight reservations for them. They said I should take it up with my credit card company. They are either running a scam or are ]trying to ***** their responsibility to honor their obligations to customers. It is not clear where they are located but in the legal section of their website, they provide an address for ********************* in *******. I would be grateful for your assistance in obtaining a fund. In effect, this company charged my credit card $791, did not provide the service and is refusing to pay the refund they promised. I would be happy to provide further details if it would be helpful.Best,*********************

  

  Business Response

  Date: 08/08/2023

  Hi ******,

  We have recently learned that, for reasons beyond Supers control, the party with whom you booked your flight(s), Bookingvault, has ceased operations. Unfortunately, since your booking was with Bookingvault and not Super, Super has limited access to service your reservation, but wed like to guide you to the support you need as best we can. For support, you can contact the airline of travel through their customer service lines.  For cancellation or change requests, you can contact the airline or we suggest reaching out to your bank to request for assistance for a card refund/reimbursement due to Bookingvaults inaccessibility.

  Regards,

• Initial Complaint

  Date:07/28/2023

  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.

  My boyfriend and I paid $71.91 for a hotel booking for a hotel listed in Manhattan ** today on 7/28/23. Check in wouldve been 7/29/23 checkout wouldve been 7/30/23. These people send me the confirmation and the address of the hotel was in ******. Even though this hotel was specifically listed under Manhattan **. They are refusing to give me my money and told me the hotel will refund me. The hotel told me that the third party scam company has to refund me. They are now completely ignoring and avoiding me after stealing our $71.91 and false advertising this hotel to be in a completely different state very far away.

  

  Business Response

  Date: 08/07/2023

  Hi ****,

  Thank you for reaching out to us regarding your reservation B_10458251.

  We are truly sorry that you had trouble with your reservation. Please note that we do not have the ability to modify any reservations or change your research. Reservations are made based on your search criteria. It's important you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation.

  Unfortunately, as this was a non-refundable reservation, cancellation doesn't result in automatic refund. We would have to negotiate a full refund with our partners. Our amendments team will work on your case and update you at the earliest.

  We appreciate your patience.

  Regards