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:12/05/2022

  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.

  Confirmation number is B_772861 Hello my name is ********* and I had book reservations through super travel for my fianc Eimad alammarei for his business travel to south band ****** at Comfort ************ *********-South band he gets there to check in and the hotel tells him the card declined for this reservation and they cant do anything about it because its a third party so he gave his credit card to do new reservation and different total amount and when super travel contact the manager ***** and told them the first card it was declined but the second card for the second reservation went through and I went back to the manager and told me this so now I will go back to the hotel and get a written letter saying I didnt stay there at all and never used the reservation I had paid for through super travel Do you understand my situation the hotel is saying my card declined and cant give me any refund because you are a third party and the manager spoke to you and told you the card declined I need my refund because you took my money and saying card declined I understand its not refundable but you took my money and I traveled all the way from ******* to south band and I get there and I couldnt use my reservation as well I will be reporting this business to better business bureau for further investigation

  

  Business Response

  Date: 12/12/2022

  Hi ***,
  
  Thank you for reaching out to us about your reservation B_7728611 at the *********************************************.
  
  We are truly sorry to hear that you had trouble with your reservation.
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request. Please note that our team was able to speak with the property manager who confirmed there was no issue with the payment we provided them.

  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:12/04/2022

  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.

  There f***** crooks just look at the daily complaints

  

  Business Response

  Date: 12/12/2022

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

• Initial Complaint

  Date:12/04/2022

  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.

  First of on there website when viewing any of the products they never tell where the product is made from. I was look for a cup warmer found one I liked purchased it for $15 after using a promo code. It was originally $45. After receiving the warmer in the mail it was completely the wrong item not what was advertised online. The picture was completely different. The warmer that came had ******* written all over the box and warmer was in *******. What the website pictured was English writing and instructions. In big bold letters Made in ***** on box. No mention on website it was made in *****! I contacted super shop customer service filled out a refund form and sent in pictures. They wrote me letter explaining they are investigating my problem. I waited 3 days and they wrote back again said still looking at my order. I asked when I would get my refund. It's been 7 days and haven't heard back!On there website they guarantee 30 days money back! Obviously this is not true. This company is not legitimate. They promise one thing but don't follow through with it!

  

  Business Response

  Date: 12/05/2022

  Hello *****!
  
  We appreciate you letting us know about your experience as we strive to ensure every customer is satisfied with our business, and we are truly sorry for any inconvenience caused.
  
  Please note that a full refund has been issued today and it typically takes 3 to 5 business days be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 12/06/2022

  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:12/03/2022

  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.

  Purchased a Hotel Reservation for my upcoming travel, I've confirmed with the Hotel that there is no reservation. I contacted Super Travel who is known to leave people stranded they are advising me to wait. I paid for a booking and they have not booked the room. I would like them to book the room ASAP before the ********** full. Confirmation Number: B_7766413

  

  Business Response

  Date: 12/08/2022

  Hi *****,

  We want to let you know that it's common practice for hotels to process their 3rd party bookings closer to the check-in date, so they may not be able to share the number in their system yet. In addition to the reference B_7766413 you got when you made the reservation, closer to the arrival date the hotel will be able to provide their Hotel Confirmation Number (HCN).

  
  It is to be noted, that there are some hotels that have that number available closer to arrival but you can always check with our Support team so they can get that confirmed as soon as possible.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, that as a third-party we cannot control some properties can only see it closer to check-in versus others that can provide their HCN weeks in advance.

  Thank you for your patience.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel then later canceled which they only offer a credit on file. Ever since Ive been trying to book a hotel in different states but none of the hotels work. It will not let me use the credit on file. This company is a total scam and I need a refund

  

  Business Response

  Date: 12/07/2022

  Hi ********,

  Thank you for reaching out to us with issues regarding your credits.

  We want to bring to your attention that when you cancelled your reservation you had chosen the option to receive the refund in credits so there is why the refund was issued in this matter. We understand that you might have intended to do otherwise, but that was the choice you had selected.

  In regards to promotional credits, please note that for some of them you might be able to use up to 10% of the cost of your reservation. But if you were rather using credits after a cancellation of a previous reservation in which you chose to receive the amount in credits, that amount is uncapped and you can use all the amount of your balance. Each promotion has different eligibility requirements and different expiration.

  We hope we were able to clarify.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18469058
  
  I am rejecting this response because: Your credits do not work on any hotels on your website. Ive tried a many different hotels just to see if Im able to use it however I cannot which tells me your website is a scam. Nowhere in your policy states that your credit will not be eligible on ALL hotels. I already disputed with my credit card company. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/12/2022

  Hi Ms. ****************** apologize for the inconvenience. We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  Please note that you may try to book a hotel again using your credits, it appears there was an issue prior but our team was able to fix the concern. We appreciate your patience and understanding all throughout.

  Best,

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18469058
  
  I am rejecting this response because:

  I got an email response you will be issuing a refund, please are attachments. I opened a dispute with my bank already prior to the email so please respond you will be issuing a refund to close the claim  

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

• Initial Complaint

  Date:11/27/2022

  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 from snaptravel at the holiday inn express sunsetpark brooklyn ** 833 39 street bklyn ** booking number B_7060958 when I arrived the booking was not there. Holiday worker said they did not have any vacancy they were fully booked. The voucher was not in there system we called several times snaptravel said they would call back to me and the front desk. We waited several hours no call back we kept trying to call to no prevail it was after 4am when I was forced to call a cab and find another hotel. Snaptravel overbooked but did not return my money. I then was out of more money for the cab and had to pay more at the next hotel last minute check in which was as only a couple hours because I checked in after 5am. I want my money back and people to know they are scammers.

  

  Business Response

  Date: 12/06/2022

  Hi,
   
  Thank you for reaching out to us about your reservation B_7473073.
  
  We have already responded to your other complaint.

  Regards,

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18467227
  
  I am rejecting this response because: no you did not give me my money.
  
  Sincerely,
  
  ***********

  

  Business Response

  Date: 12/12/2022

  Hi Le,

   

  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,
  Corporate
  
  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18467227
  
  I am rejecting this response because: super travel has not and will not cooperate has not provided info or returned money
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:11/19/2022

  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.

  This is for a hotel booking I made in June for an August stay. The reservation was completed, Snaptravel never finalized a reservation with the hotel, never provided them my details and never paid the hotel. Booking is : Confirmation Number: B_6157979 Short details I made a reservation in June on Snaptravel.com and paid them directly for an August stay at The ************* in ******* We arrived to the hotel and they did not have anything from Snaptravel (reservation or any payment)We spent 3 hours in the lobby on the phone with Snap and the hotel. Hotel said they would work it out with Snap and took my confirmation Due to the extreme challenges hotel waived fee Hotel was NEVER paid and NEVER recieved a reservation from Snaptravel Snaptravel has held onto the money, refuses to refund me or pay hotel I have multiple emails from the hotel confirming this as well as advising then wishing me luck getting a refund from Snap who effectively stole money.

  

  Business Response

  Date: 11/29/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6157979.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, 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.
  
  Please note that this reservation was cancelled the day it was booked and a full refund was processed back to your account.
  
  Thanks for your patience!
  
  Regards, 
  
  
  

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18440206
  
  I am rejecting this response because:

   

  Thank you, that is correct that that was cancelled and refunded. However the rebooking, Reservation B_6167987 was booked to replace it, the hotel never received the rebooking. This was the issue. I paid Snaptravel to book this, Snaptravel did not book it, did not pay hotel.  

   

  Maybe this was the confusion with Snaptravel? As the hotel indicated there was no booking and no charge, would you please process this refund (as you did not confirm this or pay hotel) as the hotel has suggested. 

   

  Booking Successful!
  Confirmation Number:
  B_6167987
  Live life on your terms! Get started with SuperCash
  SuperCash Perks:
  check
  No credit check or income requirements
  check
  SuperCash Platinum Mastercard
  check
  No membership fee & no hidden fees
  check
  10% cashback* on all hotel bookings on SuperTravel
  check
  5% cashback on products from 500+ major brands like Apple & ***** sold through SuperShop
  check
  2% cashback on everyday purchases wherever Mastercard is accepted (online and in-store)
  GET STARTED
  *Terms Apply
  
  
  *********************
  Hotel Stars:
  starstarstar
  hotel
  Book Again
  share
  Share Hotel
  
  Room Only
  Room:
  Classic Room
  Phone:
  **************
  Address:
  33 ************, *******
  
  
  Check-In:
  Aug
  13
  3PM
  on Sat.
  Check-Out:
  Aug
  15
  11AM
  on Mon.
  2 Nights, 2 Guests
  Primary Guest:
  *****************
  Review the terms and conditions of this booking.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Cancellation Policy:
  Learn more
  Refundable until Aug 09, 2022

   

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

  

  Business Response

  Date: 12/06/2022

  Hi,
   
  Thank you for reaching out to us about your reservation B_6167987.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,
  

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:
  
  They offered a full refund in reference to complaint ID ********, with that, all is well. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/18/2022

  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.

  On 11/5/22 I booked a hotel through this shady company. I did not stay at the hotel due to drug activity and bed bugs. Super travel wouldnt let me cancel so I left the hotel for my safety. I called my bank and the hotel to dispute the changes. The hotel is willing to give me a full refund but needs this company to send over the paper work to submit a refund and this company refuses to send over the paper work and keeps stating that its non refundable. SHADY COMPANY DO NOT DO BUSINESS WITH THEM. I will be calling my bank again to dispute this company and if I have to get a lawyer I will.

  

  Business Response

  Date: 11/23/2022

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_7566920  at the ****************************.
  
  We are sorry for the inconvenience and we appreciate your patience and time spent explaining your concerns with this reservation.
  
  Even though you had booked a non-refundable, in this instance our Amendments was able to get an exception accepted by the accommodation. You can expect to see that back on your card in the next 2-3 business days, depending on how fast your bank is to process. Thanks for your patience!
  
  Regards,
  Corporate

• Initial Complaint

  Date:11/16/2022

  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.

  On March 16, 2022 I booked a room online for a hotel in ******** with this company formerly known as SnapTravel now known as SuperTravel. Immediately after booking I have an emergency and have to fly back to **********. I call customer service to cancel the booking. I was told very quickly I wouldnt be charged and the representative canceled my reservation. However I was charged $411.73 so I made a claim with my bank in which they were also unsuccessful and suggested I contact BBB. I feel I have been scammed for no goods or services in return. I would be happy if the company just returned my money.

  

  Business Response

  Date: 11/23/2022

  Hi ******* ,
  
  Thank you for reaching out to us about your reservation B_5398633 at the ********************.
  
  We are truly sorry to hear that you had trouble with your reservation.
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  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,
  Corporate

• Initial Complaint

  Date:11/15/2022

  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 made a reservation through Snap travel which is in ******, Better Business Bureau told me that they are an affiliate company owned by supertravel located in *************. There were two hotels, in ******** **. for $70 each. Both had the amenities I needed, such as Internet, phone, TV, etc.. When I checked in, I could not get onto the Internet. I went and asked the person in the office if I doing something wrong? She said no, but I still could not get on the Internet either! 3 to 4 times we went around and around. I asked if there was somebody who could help me, she said no the person had gone home. I asked if I could speak to the manager, she said they are not in, I asked if she could call them, she said no. I asked if I could get my money back because I needed to go to a hotel with Internet. She said no, you rented through Snap travel and they have your money. I ended up having to go and rent a room at the other hotel that I couldve rented in the morning for $70. it ended up costing me five hours of my time and $111 for the same room I couldve rented earlier for $70. The hotels name was Palms ************* I filed with my credit card company for a reimbursement and explain to them the situation. I never laid on the bed, I never used any towels or water, and they did not have to pick up anything or clean the room. The lady who took my information in the office, would not try to come up to help, nor let anybody in the office, even though it was the middle of the day, with only speak through the plastic or glass with the little opening. The bottom line is both companies have refused to reimburse my money, for a room that did not or could not supply the amenities or facilities, guaranteed by advertising them in their agreement. This is now turning out to be a real problem, because my credit card company said I needed to file a disagreement with the Better Business Bureau. And then well see where it goes from there. I forgot to mention their phone was broken also

  Customer Answer

  Date: 11/22/2022

  Please see the attached.

  I hope most of this will be self explanatory as to all the people I tried to contact and did from Snap travel to *************.

  My vision is still not all that great, so If you need to clarify, any of it, please call me!

  Thanks again for making this a little easier on me by sending this text. Sometimes I just get a little lost in all the technology..

  

  Business Response

  Date: 11/29/2022

  Hi,
   
  Thank you for reaching out to us about your reservation B_7148472.
  
  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,