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:07/12/2025

  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.

  Hello,I am filing a complaint regarding unauthorized recurring charges by Super+/SuperCom:- First unauthorized charge: $17 ($15 + $2 fees) on December 9 - Subsequent monthly charges: $15 each month - Total disputed amount: $122 (who costed me approximately 112)Key issues:1. I never signed up for or authorized this "Super+" subscription 2. Received no confirmation email or contract 3. No working customer service contact to cancel 4. ******************** complaints show this is a recurring issue This is my first attempt to resolve with the company directly as they provide no valid contact options.Requested resolution:1. Immediate cancellation of all future charges 2. Full refund of all $122 taken without authorization 3. Written confirmation of cancellation Attached are my bank statements showing these unauthorized transactions. I appreciate your assistance in resolving this matter.

  

  Business Response

  Date: 07/14/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. I appreciate the opportunity to address this matter and provide clarity.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits and savings, and it requires customer authorization to activate. I understand how important it is to have complete transparency, and we're here to ensure everything is resolved to your satisfaction.
  
  We have escalated this matter for a thorough review and, at this moment, have not been able to locate a Super+ membership using the email address and contact number provided. To assist you further, our support team has sent a follow-up email requesting additional information to ensure we address this matter promptly.
  
  Your satisfaction is important to us, and were committed to making sure this is resolved. If you have more questions or need additional assistance, please feel free to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/11/2025

  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.

  Date of transaction June 11. This is a company that i have never any interaction with. This is fraudulent and unauthorized. I have changed my account and bank card previously from this company and this still continues.

  

  Business Response

  Date: 07/12/2025

  Hi Mia
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and weve processed your refund of $30. You should see the amount reflected in your account shortly.
  
  We know things didnt go as smoothly as we hoped. Weve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and were on it to make things better.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:07/11/2025

  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 a room at ******* downtown ***** for 7 nights and paid up front. We got to the property and the staff at ******* refused to check us in, refused to speak with us, and refused to cooperate with any kind of documentation saying they wouldn't check us in. This was on 06/28/2025. It is well into July now and still nothing. I have attempted to contact super more times than I can count through their chat portal, emails and phone calls. One day I called them 4 times was put on hold every time for over an hour just to get hung up on. They cut off my chats by saying super is experiencing technical difficulties etc. I just want my money back because the services I paid for were never fulfilled

  

  Business Response

  Date: 07/15/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience. I appreciate the opportunity to assist and address your concerns, and I want to ensure we move forward positively.
  
  After reviewing your case, we understand the situation you faced with your booking at ***************************, and we're committed to resolving this for you. We would like to process a refund for your booking; however, due to an open chargeback, we are currently unable to proceed with the refund.
  
  To facilitate the refund, we encourage you to get in touch with your bank and close the chargeback dispute. Once this is done, we will be more than happy to process the refund for your booking promptly.
  
  If there's anything else you need or if you have any further questions, please feel free to reach out. We're here to support you every step of the way.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/11/2025

  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 booked a hotel through Super.com on 7/1/2025 and was charged $141.88. When I contacted the hotel (******************/******************), they informed me that they had no valid reservation under my name. The only booking they found was under someone with the same last name but a different first name and they had already cancelled that reservation, stating that they do not honor bookings from the third-party vendor used by Super.com, which they flagged as fraudulent.I contacted Super.com customer service three times on 7/6, 7/8 and 7/9/2025. Each time, I was told to wait 2448 hours for a resolution. It has now been more than four days, and I have received no refund or confirmation of any action taken. I never received the hotel stay I paid for and am repeatedly being told to wait with no resolution.I am requesting a full refund of $141.88, as I did not receive the service I paid for (the hotel has rejected and cancelled my reservation).If unresolved, I will proceed with a chargeback through my credit card provider (*************** ******

  

  Business Response

  Date: 07/12/2025

  Hi Pradono,
  

  Thank you for reaching out and sharing your experience with us. We understand the importance of having a seamless booking process and appreciate your patience.
  

  We're excited to confirm your reservation at ******************/******************! We have sent the confirmation number to your email. Your reservation is all set! If you have any questions or need assistance, please dont hesitate to reach out. We're here to help!
  

  Your satisfaction is our top priority, and we're committed to providing a positive resolution.
  

  Thank you for your understanding as we work to enhance your experience. We will keep you updated on any progress made.
  

  Warm regards,
  The Super.com Team
  

  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23585002
  
  I am rejecting this response because: I checked with both the hotel at ************** as well as the website **********************, and their response is they didn't recognize the confirmation number that the Corporate Complaints Email of Super.com gave me. As of now I've been calling Super.com five times, and calling the hotel four times, and I'm very tired of this. This is unacceptable, and I don't want any more response from Super.com and I DEMAND that they refund $141.88 ASAP.
  
  Sincerely,
  
  Pradono Pradono

  

  Business Response

  Date: 07/21/2025

  Dear Pradono,
  
  Thank you for your follow-up email and for keeping us updated. We truly appreciate your patience and the effort you've put into resolving this matter.
  
  I want to assure you that we have reached out to our travel partner to request a free-of-charge cancellation, as our bookings are typically non-refundable and non-amendable. We have confirmed that the booking was indeed processed at the hotel.
  
  We genuinely appreciate your understanding and patience as we await a resolution from our travel partner. Rest assured, we're committed to assisting you through this process and will keep you informed of any updates.
  
  If theres anything else youd like to discuss or if you have further questions, please dont hesitate to reach out. Were here to support you and ensure a satisfactory outcome.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23585002
  
  I am rejecting this response because: The last replacement confirmation number you sent me on 7/12/2025 below was rejected and was not recognized by the hotel. As of now I've been made 7 calls for Super.com customer service and 4 times to ******************/****************** and **************** without any resolution whatsoever. This is wasting my time and energy. Super.com is a scam business. I'm going to file a dispute to the *************** - **** to get a chargeback.

  - **Confirmation Number:** 15557358
  - **Check-in Date:** 19 July 2025
  - **Hotel:** ******************/******************

  
  Sincerely,
  
  Pradono Pradono

  

  Business Response

  Date: 07/28/2025

  Hi Pradono,

  Thank you for taking the time to communicate with us. Your feedback is important, and we appreciate the opportunity to assist you further.

  We have escalated your case to our support team, and after a thorough investigation with our travel partner and the hotel, both have denied the refund request. We understand that this is not the outcome you were hoping for, and we genuinely empathize with your situation.

  We are committed to ensuring every interaction with Super.com is a positive one, and we thank you for your understanding and patience as we worked through this matter. Should you have any further questions or require additional assistance, please feel free to reach out to us.

  Warm regards,
  Super.com Team

  
  

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23585002
  
  I am rejecting this response because: I don't care your reasoning that your travel partner and the hotel have denied my refund request or not, as I'm not dealing with them, but only with Super.com. You already charged my credit card, but you didn't give me a valid reservation. You owe and must refund me for $141.88.
  
  Sincerely,
  
  Pradono Pradono

• Initial Complaint

  Date:07/10/2025

  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.

  Dates: 6/16-6/30/2025, 5/21-6/1/2025 I purchased a membership to receive 10% off my hotel stays. There are multiple bookings I had that did not credit my account the 10% off the bookings. Super even advertised I would receive said 10% right before each checkout that I made. The company hasn't tried to resolve the issue. I have failed on multiple calls to speak with someone who could help. I was even told that it was being escalated multiple times and I would have a resolution in 48 hrs once and another time 72 hours. No one seems to know what is going on and why my bookings were not credited.

  

  Business Response

  Date: 07/11/2025

  Dear *********,
  
  Thank you for reaching out and sharing your experience with us. I understand how important it is to have clarity regarding your cashback benefits, and I appreciate your patience throughout this process.
  
  After reviewing your account, I can confirm that you have $88.07 pending in credits, along with $12.34 currently available. For Super.com hotel bookings, cashback is held a bit longer due to verification policies. It will be posted to your account at the later of either ************************************ the check-in date listed on your booking.
  
  We aim to ensure you enjoy the benefits promised with your Super+ membership, including the 10% cashback on hotel stays. If you decide that you'd like to cancel your Super+ membership, the quickest way is through our automated phone system. There's no need to wait for an agent! Simply call our customer service line at +1 ************* and select the Super+ Membership option for fast, self-serve cancellation. It's available anytime for your convenience.
  
  If you have any additional questions or need further assistance, please feel free to reach out. I'm here to help and support you.
  
  Thank you for your understanding, and we're committed to resolving this to your satisfaction.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23584369
  
  I am rejecting this response because:

  The dates provided does not include what Super has accounted for. They are missing my bookings from those date ranges. The response given is the same generic response I have been given as they are only looking at bookings showing in the rewards list. Again,  I have booked a hotel almost every single night using my super plus membership. Everytime I book I can see the 10% I am to receive, however for bookings during those dates,  I have not received credit for them no do they show in my rewards pending. I keep having to repeat and explain this and Super is being very dismissive and incompetent in researching the matter. 
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 07/15/2025

  Dear *********,
  
  Thank you for following up with us and sharing your concerns. We truly appreciate your patience as we work together to resolve this matter.
  
  I want to assure you that we've escalated your case for a closer look, and Im glad to let you know that we found no issues with your cashback rewards. They are currently in a pending state, which is in line with our verification process.
  
  For Super.com hotel bookings, cashback is held a bit longer due to these verification policies. It will be posted to your account at the later of either ************************************ the check-in date listed on your booking.
  
  We're committed to making sure you enjoy all the benefits promised with your Super+ membership, including the 10% cashback on hotel stays. If there's anything more you need, or if you have any questions, please feel free to reach out. We're here to help and ensure your experience is a positive one.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23584369
  
  I am rejecting this response because:

  This isn't a resolution. I've been getting the same response for over a month now.  I would like for all my hotel transaction history to be pulled and provided to me through this platform. Specifically, the date ranges I have provided in the complaint. Most of which I should have already gotten credit for already. Which again I haven't. 

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

  

  Business Response

  Date: 07/17/2025

  Dear *********,
  
  Thank you for your follow-up email and for bringing your concerns to our attention once again. We appreciate your patience and understanding as we work to ensure everything is accurately addressed.
  
  I'm pleased to inform you that we have reopened and thoroughly reviewed your request. Our support team has provided a detailed follow-up, which includes all your hotel transaction history, specifically for the date ranges you mentioned.
  
  If you have any further questions or if there's anything else we can do to assist you, please feel free to reach out. We're here to support you and ensure your experience with us meets your expectations.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23584369
  
  I am rejecting this response because:

  Each purchase states I will receive a credit. Additionally, the terms state I will earn 10% on every purchase. The terms state limits on what I can redeem in a month,  not earn.  Additionally, if that were the case, any purchase made after said limit, should not have been advertised. It is false advertising. However, the terms don't state that. I would like a credit for all my purchases made. I have attached some screen shots of the terms. 

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

  

  Business Response

  Date: 07/24/2025

  Dear *********,
  
  Thank you for your continued communication and for sharing additional details with us. We appreciate the opportunity to clarify how the cashback offer works.
  
  After reviewing the attachments you provided, we've confirmed that according to the agreement, the cashback benefits are applicable to hotel purchases made through Super.com when using a SuperPay card and ensuring Super.com is the merchant of record. This aligns with our commitment to providing value through eligible bookings.
  
  We understand your desire for credits on all purchases, and while our terms focus on specific eligible transactions, we're here to ensure clarity for all our users.
  
  We truly value your feedback and commitment to understanding the programs guidelines. If you have any further questions or need additional assistance, please don't hesitate to reach out. We're here to help.
  
  Thank you for your understanding and engagement with us.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/27/2025

   
  Complaint: 23584369
  
  I am rejecting this response because:

  There continues to be inconsistencies in why my super.com purchases are not eligible. I booked directly on the site and via the app. Additionally, it is not required to use a Super.com card to earn the 10%.  I've never signed up for the card and have received credit.

  This is another excuse to not honor my purchases.  First it was being clueless about my bookings, then it was their is a limit,  now there is a switch up saying it is because of a card not being used or a website not being used. All which are false.

   

  I would like all of my purchases credited as agreed upon. I've been paying for the membership doing my part and would like what is owed and due to me.

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

• Initial Complaint

  Date:07/10/2025

  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 was making a purchase online from *** **** when during the checkout process, Super.com popped up to join and receive a $20 credit with a 5 day trial at $1.97 and a full membership offered. I chose the 5 day trial. When I logged on to cancel my trial, it said switch to a full membership to claim my $20 rewards. This was a classic bait and switch scam. So, I canceled my 5 day trial at $1.97 to avoid billing for a full membership and never received the promised $20 reward.

  

  Business Response

  Date: 07/11/2025

  Dear David,
  
  Thank you so much for getting in touch regarding your experience with the Super+ membership trial and the $20 onboarding credit. I'm glad to have the chance to clarify things for you.
  
  Here's how the credit works: when you make a purchase from a partner site like *** ***** you might see a special offer on your order confirmation p*** or email. By clicking the ad offering $20 cashback and signing up for the Super+ membership through a paid trial, you'll be on your way to earning the credit. If your Super+ membership stays active after 30 days, that's when you'll receive the $20.
  
  Being a Super+ member brings a lot of great perks, like unlimited cashback on purchases, opportunities to earn through games and surveys, credit building, cash advances up to $200, premium flight alerts, and discounts on theme park tickets and gas.
  
  As for the trial charge of $1.97, it's a non-refundable fee for accessing the trial benefits.
  
  I appreciate your patience and understanding, and if there’s anything else I can do for you or if you have more questions, please feel free to reach out. We’re here to assist in any way we can!
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It’s a bait and switch scam saying I earned $20 reward for my purchase and signing up for super.com for a trial of $1.97.  I canceled my trial so I cannot access the $20.  Please see my attached super.com scam document.  I should be reimbursed for the $1.97 and given the $20 reward super.com said I would receive for signing up for a trial or full membership to super.com.
  
  Sincerely,
  
  
  
  David P***

  

  Business Response

  Date: 07/15/2025

  Dear David,
  
  Thank you for your follow-up email and for sharing your feedback with us. We truly value the opportunity to address your concerns and provide clarity.
  
  After reviewing your Super+ membership, I'm pleased to inform you that we have processed a refund of $1.97 to your original payment method. Please allow 3 to 5 business days for the funds to be reflected in your account.
  
  Regarding the $20 onboarding credit, it's important to note that eligibility requires the Super+ membership to remain active for at least 30 days. Since the trial was canceled prior to this period, the $20 reward could not be applied.
  
  We understand this may not be the resolution you were hoping for, but this is our final response, and we are considering this case closed from our side. However, if there are further questions or additional assistance required, please feel free to reach out. We're here to ensure your experience with us is a positive one.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  when I clicked to make my *** **** purchase, a super.com window pops up and asks you if you’d like to save $20 off today’s purchase.  It offers two super.com memberships to get the $20 reward

  1) $1.97 for a 5 day trial

  2) $14.99 per month

  and on both says, cancel anytime.  It does not say you must be a member for 30 days to receive the $20 reward.

  IT DOES NOT SAY IF YOU USE option 1, YOU WILL NOT RECEIVE YOUR $20 REWARD.  That is a classic bait and switch, and I expect to receive my $20 reward as promised on the super.com pop up window.
  
  
  
  Sincerely,
  
  
  
  David P***

• Initial Complaint

  Date:07/10/2025

  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.

  July 9th booked a room through super.com. Description stated non smoking queen room twice in the description. I listed i had 4 guest as I have my husband and 2 p****** children with me. They are the size of adults. I was given a room with one queen bed and a pull out. I was also charged a ******************************************************************************************************************************** different areas. The hotel told me it was a new policy as of the beginning of the month. This cut into my spending for the evening and next morning as it was not listed on super.com. I wrote in to complain about the bed arrangements and was told I got what I paid for by super and the hotel. Two full size opposite gender preteens sleeping on a small pull out couch I guess is worth the money?( sarcasm) then the hotel didn't even provide bedding for the pullout bed and ice machines were broke so when we went to get ice we were given enough for one cup and just handed the rest of an ice bag bought at a store. Honestly I feel this is on super and the hotel but given that super was the one I paid for the reservation I feel it is up to them to make things right. I would think it fair to request 50 dollars to be refunded. 25 for the deposit that wasn't listed and tied up my money for the evening and 25 for the 74 dollar room I was charged that was misleading in the description.

  

  Business Response

  Date: 07/18/2025

  Dear *******,
  
  Thank you for reaching out and sharing your feedback with us. We genuinely appreciate the opportunity to understand your experience better and address your concerns.
  
  We've escalated this matter and discussed it directly with the hotel to ensure everything is reviewed thoroughly. It was confirmed that the room type you received aligns with the booking details. Since the booking was utilized during your stay, a refund hasn't been arranged at this moment.
  
  Regarding the deposit fee, hotels sometimes implement these as a security measure for incidental charges during your stay, which can vary in amount based on hotel policies and updates.
  
  We recognize your concerns about the deposit policy and amenities at the hotel, and we'll certainly consider how we can enhance our descriptions to prevent similar situations in the future.
  
  We understand this may not be the resolution you were hoping for, and with this, we're considering the case closed from our side. If there's anything further you would like to discuss or if you have additional questions, please feel free to reach out. Were here to assist and ensure your experience with us improves moving forward.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23580425
  
  I am rejecting this response because: the room was advertised as 2 queen on super which was misleading. The hotel said that is the code super sent them was NSQ1 which is non smoking queen 1 not 2. I had no other choice but to utilize the room as we didn't have funds to go elsewhere and wait on a refund super says can't happen. Something is better than nothing which is why I asked for a partial refund.  Super should make sure to describe their offers in correct detail and not try to mislead consumers to make money that they then hold hostage from complaints. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/23/2025

  Dear *******,
  
  Thank you for your follow-up and for sharing your concerns. We sincerely appreciate your feedback and the opportunity to address the situation further.
  
  After re-examining this matter, we understand the importance of having clarity and accuracy in our listings. To make things right, we've made a one-time exception to provide a full refund for your booking B_19776357. A total amount of $74.91 has been refunded to your original payment method and should reflect in your account within the next 3 to 5 business days.
  
  We value your trust and are committed to ensuring your experience with us improves moving forward. If there are any further questions or if you require additional assistance, please dont hesitate to reach out. Were here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/23/2025

  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:07/09/2025

  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.

  On July 3, 2025 I went on Super.com and booked a room at the *********** in ********. I paid $163.20 for a pet friendly room. When I arrived to the hotel at around 4:15 am I was advised that I could not check in due to check in time being 3 pm. I explained to the desk manager that I need the room for me and dog that morning and would only be staying a couple of hours to sleep as we were on a road trip. The desk manager told me to cancel my reservation with Super.com as it was not BOOKED PROPERLY and to just book with him, which I did. Once the CORRECT reservation was completed I immediately contacted Super.com and explained the situation and explained that I just booked the room from the site about 5 - 10 minutes ago and would like to cancel the room. Super.com refused to cancel the room and refund my money and stated that I need a letter from the hotel. I spoke to the morning desk manager about the situation and the letter and he advised me that a letter should not be necessary as they can refund me for the room especially because SUPER.COM BOOKED IT WRONG!. I contacted Super.com numerous times and they refused to allow me to speak to a manger. I called them every 1/2 hour for a full day requesting to speak to a manger to resolve the issue and they refused. Most of the time they would leave me on a terminal hold or due to what appeared to be called ID would not answer the call or answer the call and advised me that a manger was not available. They were extremely rude at time and VERY UNHELPFUL! I would like a full refund as I attempted to cancel the room about 5-10 minutes after purchasing and at the end of the day was charged for the room twice.

  

  Business Response

  Date: 07/15/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to assist and understand how important it is to have your travel arrangements align perfectly.
  
  I've reviewed your case, and I'd like to inform you that we've escalated this matter to ensure it receives the attention it deserves. After speaking directly with the hotel, we have been able to secure a refund for the booking that was not utilized. You can expect the refunded amount to be reflected in your original payment method within the next 3 to 5 business days.
  
  Your satisfaction is important to us, and we're committed to making sure your experience with us is a positive one going forward. If there's anything more you need or additional questions you have, please feel free to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/09/2025

  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.

  Used super.com to book hotel advertised price at $100 including ALL fees and taxes I was charged 111.59 to book than charged $100 at ***** ******* ****** ******** ** claiming deposit which is being refused to be processed and refunded

  

  Business Response

  Date: 07/10/2025

  Hi Christopher,
  
  Thank you for sharing your experience and for being a valued Super+ member. We appreciate your feedback and want to ensure you have a clear understanding of your recent hotel booking.
  
  When booking through Super.com, the advertised price includes all standard fees and taxes associated with the reservation. These details are outlined and available for review before you confirm your booking, helping you to understand the complete cost upfront.
  
  Regarding the $100 charge by ******* ****** for a deposit, this is typically handled directly by the hotel. As indicated in the terms and conditions of your booking, hotels may request a deposit for incidentals. We recommend reaching out to the hotel directly to discuss the specifics of their deposit policy and any potential refunds.
  
  As a Super+ member, you enjoy the benefits of exclusive travel discounts and cashback rewards, adding more value to your bookings. I'm happy to let you know that you've been rewarded for making this booking, with a pending credit balance of $11.16. This credit can be used to enhance your future travel experiences with us.
  
  If there's anything else we can assist you with or if you have further questions, please feel free to contact us. We're here to support you and ensure a positive experience with Super.com.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/09/2025

  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 booked a hotel through Super.com on June 16, 2025, for Club *********** on the Harbor in *******, ************. The reservation was for June 2022 at $638 per night, totaling $1,276. When I arrived at the hotel on June 20, I was told my reservation had been canceled. I received no notice of this cancellation from Super.com no email, call, or app notification.I called Super.com immediately and waited over an hour on hold with no resolution. With no hotels left in *******, I was forced to secure last-minute accommodations: $916.57 for the first night and $775.55 for the second night, totaling $1,692.12. These were the only available options and were a direct result of Super.coms failure to notify me or assist me, as they are obligated to do under their own Terms of Service.After returning from my trip, I contacted Super.com again. I spoke to multiple agents, including supervisors and managers, all of whom told me that both amounts the $1,276 for the original stay and the $1,692.12 for the replacement hotels would be refunded. They repeatedly assured me that the second amount was either being processed or under review and that someone would get back to me. No one ever followed up.Eventually, Super.com refunded only the $1,276. They are now refusing to reimburse the $1,692.12 that I had to pay out of pocket due to their error. I am not asking for a double refund. I am asking to be made whole for the money I was forced to spend because Super.com failed to notify me of the cancellation and failed to help me rebook.This situation caused extreme stress and ruined part of my trip. I am requesting full reimbursement of the $1,692.12.

  

  Business Response

  Date: 07/11/2025

  Dear ******, 
  
  Thank you for reaching out and giving us the opportunity to make things right.
  
  Weve reviewed your experience in detail and appreciate you bringing this to our attention. While your original reservation was refunded in full, we understand that you needed to secure alternative accommodations, and we want to make sure you're fully covered for the additional costs you incurred.
  
  Our team has approved reimbursement for the difference between your original booking and the new hotel arrangements, and well be following up directly to confirm the details needed to process this final step. We're glad we could resolve the initial refund quickly, and were just as committed to seeing this through.
  
  At Super.com, were proud to help travelers find great deals on hotels, and were always working to ensure things go smoothly from booking to check-in. We value your feedback and will be reviewing this case internally to help improve future experiences.
  
  Thanks again for your patience, and we look forward to bringing this to a full resolution.
  
  Best regards, 
  Super.com Team

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23576050
  
  I appreciate that Super.com refunded my original booking of $1,276. However, I reject their proposed resolution because they are only offering to reimburse the difference between the original booking and the last-minute hotel costs ($416.12), instead of the full $1,692.12 I was forced to pay out-of-pocket due to their cancellation without notice.
  
  
  I did not receive any hotel stay through Super.com. The $1,692.12 represents actual emergency hotel charges I paid when I was left stranded, and this amount would not have been incurred if Super.com had fulfilled their booking or notified me of the cancellation.
  
  
  Most importantly, I spoke to at least five different Super.com representatives and supervisors, and every single one of them told me I would be fully reimbursed for both the original amount and the additional hotel costs. Each time I followed up, I was told the reimbursement was being processed or under review but no one followed through. This response contradicts what I was repeatedly promised.
  
  
  I am not seeking double payment. I am simply requesting to be made whole for expenses directly caused by Super.coms error. I will consider this resolved only when the full $1,692.12 is reimbursed.
  
  

  

  Business Response

  Date: 07/17/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. We truly appreciate your patience and understanding as we work towards resolving the matter.
  
  While we value the opportunity to assist you, we want to clarify that our refund policy only allows us to reimburse the difference between the original booking sum and the cost of the alternative accommodations you arranged. We have escalated your case to expedite processing this refund difference to your ****** account. Our support team has also sent you a detailed email explaining everything related to this refund process.
  
  We understand this may not be the resolution you were hoping for, but this is our final response, and with this, we consider the case closed from our side. Should you have any additional questions or require further support, please feel free to get in touch. We're here to assist you in any way we can.
  
  We truly appreciate your feedback and are committed to continuous improvement to ensure a better experience for our valued customers in the future.
  
  Warm regards,
  Super.com Team