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:04/07/2023

  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.

  On March 26, 2023, I signed up for a "SuperCash" card through a promotion on MyPoints.com. Per the terms, I was supposed to sign up and use the card, and would be awarded **** points on ********. Additionally, there was an on-boarding offer that stated "To earn your $20 welcome offer, you must spend at least $80 within 30 days of signing up for SuperCash (min $5 spend per purchase)." Between March 26 and April 2 I made 7 transactions of $5 or more, totaling $86. On April 6 I used the live chat feature to talk to an "agent" who I believe to be a bot that did not provide any assistance aside from confirming the offer.

  

  Business Response

  Date: 04/10/2023

   

  Dear ****,
  

  Thank you for reaching out! We deeply apologize for the inconvenience caused by the delay in applying the missing credit to your account. We understand you reached out via chat. It seems our agent was not fast enough researching the issue and did not receive any further response when coming back to the conversation.

  We assure you that we are taking steps to quickly resolve the issue, and the missing $20 credit have been applied to your SuperCash account. You should be able to see the credit once you log back into your account (or refresh your browser)

  Please note that for any missing points, you must reach out to ******** directly. They will be able to assist you with any queries related to the reward points. ******** help page:  *****************************
  Instructions on how to get in touch with their customer support: ********************************************;

  We understand the value of your loyalty and we will continue to strive to provide you with the best customer experience. Please let us know if there is anything else we can do to assist you further.
  

  Warm Regards,

  SuperCash Corporate

• Initial Complaint

  Date:04/06/2023

  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.

  03/27/2023 ****** a hotel room for the night didnt send over my booking information, then the vurtiel card they sent the hotel didnt work, was told i would get a refund if i just booked the hotel room threw the hotel. that was a week almost 2 ago. I provided all the information they required for refund. everytime i contact them i get the same run around, ohh we will send it to our urgent team and get this matter sorted out.........Confirmation Number: B_8853825

  

  Business Response

  Date: 04/07/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_8853825 at the ***********************.
  
  
  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.

  Kindly be advised that our team was able to process a refund, and you should receive payment within 5-7 business days depending on your bank. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:04/05/2023

  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.

  B_8985665 is the confirmation number for the voucher I received from Super travel. I was unable to use the voucher for my motel stay. I've contacted this company several times without any resolution.

  

  Business Response

  Date: 04/07/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_8985665 at the *************************************.
  
  
  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.
  
  
  Our *********** team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible. Thank you for your patience.

• Initial Complaint

  Date:04/04/2023

  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 room though Super travel econ log is were the room was booked. I have tried to contact super travel and tried speaking with the hotel. There was urine stains on the bed bed bugs and even Roches. Not to mention the wires hanging out of the wall

  

  Business Response

  Date: 04/07/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_8990393  at the Econo Lodge Inn & ******************************text="true" style="box-sizing: border-box;">
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!   
  

  
  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 5-7 business days, depending on how fast your bank is processing.
  
  
  Thanks for your patience!

• Initial Complaint

  Date:04/04/2023

  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.

  Apr 3 two hotel reservation of ****** + ****** dollars for 2 nights.The agent charged my credit card to pay for this reservation before confirming the price with me. When I saw the pending transaction from credit card, I immediately told the agent the price was incorrect and asked her to cancel the reservation, but she said this was a nonrefundable transaction and refused to refund it. I called the support center multiple times, and they were not helpful either. The nature of the dispute is unauthorized transaction. The confirmation numbers are B_8986367 and B_8986300.

  

  Business Response

  Date: 08/28/2023

  Hi Meng,

  Thank you for reaching out to us regarding your reservation B_8986367 and B_8986300.

  We apologise if we have caused any inconvenience. Please note that you were not charged for either of the bookings as you decided to cancel your bookings even before the transactions settled. That means that these charges did not post on your account as they were just temporary holds.

  We appreciate your patience and looking forward to serving you in the future.

  Regards

  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:04/03/2023

  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.

  March 30th, 2023, I used the Kayak site to locate a hotel deal. A great deal appeared to have been found via Super Travel. I was taken to the Super Travel site to book. I downloaded their app to make things easier. I was put at ease by the app reviews. I paid in advance for my hotel room - $140.91. This appeared to be about $80 cheaper than what was being offered directly from the hotel. I received confirmation number B_8935466.March 31st, 2023, I traveled three hours by car to my destination and arrived at my hotel a little early. I tried to check in and was told that the reservation never came over to their system. The front desk attendant said, "I'm so sorry, I think they may be a scam. Reservations from them never come over." I couldn't even get a room there - they were booked for the evening. I returned to my car and contacted Super Travel over the phone. The agent placed me on hold to look in their system to "see the situation." I was placed on hold twice. After several minutes, the agent let me know they would be having a supervisor contact me back. I asked for a refund. They reiterated I would receive a call back. They did not offer to find me another room at another location. No support and the call took 13 minutes. By using Super Travel, I lost $140.91, and had to book another more expensive room at another location not in my desired area. That was $203.29, but at least I got to sleep in the room.

  

  Business Response

  Date: 04/07/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_8935466  at the ****************************************************************.
  
  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.
  
  This matter has been escalated to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.

  Thank you for your patience.

   

• Initial Complaint

  Date:04/02/2023

  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.

  I booked a hotel stay for one night using SuperTravel. I had a family emergency happen and needed to cancel my reservation. The chat help told me they couldn't refund my reservation. When I mentioned that they have an emergencies page that allows case by case review of a cancellation they asked me to provide a screenshot of their own website page. I provided the screenshot and they said "move forward with your request, can you send proof showing that the hotel agreed to cancel your reservation?". When I contacted the hotel they said that SuperTravel is managing the reservation and they would need to cancel it or reach out to the hotel. I am getting the run around and no one is able to help me.

  

  Business Response

  Date: 04/07/2023

  Hi ************;,
  
  Thank you for reaching out to us about your reservation B_8971539  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.
  
  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,
  Corporate

• Initial Complaint

  Date:04/01/2023

  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.

  In March 2022, I used Snap Travel now Super Travel to book a one night stay at **************** on ************. When I arrived at Hilton, they did not recognise my booking and I had to subsequently pay for another hotel stay out of pocket. Super Travel provided with a travel credit of $405 to compensate me for the money I paid for ****** with an expiry date of 1 April 2023. I have been trying to use the Travel Voucher credit of $405 to book a hotel and it has come up with same error message of "We're sorry, the payment did not go through. Your order can't be processed with the email provided. Please place your order again using a different email address". I spoke with over 10 of the customer service staff and support team - all of them which say they can't help me to complete the booking because there is a problem with the website. But they also can't help me extend the validity of the voucher. I had to wait on hold for over 2 hours - international call to the US - for your staff to tell me that continuously for 3 days. I want a full refund of the travel credits because it was money that I spent paying for ****** in which they never honored the booking - because they said they never received the booking.

  

  Business Response

  Date: 04/06/2023

  Hi ******* ,

  
  Thank you so much for patiently waiting. 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.

  Kindly be advised that we have gone ahead and extended the expiry of the credits on your account so you may be able to make a booking using them. Should you get another error, kindly send a screenshot to *********************** so we can check further.

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

   

  Best,

  Corporate

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19883086
  
  I am rejecting this response because the credit missing is $405 and the credit provided by SuperTravel as a response is $52.33. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/21/2023

  Hi ******* ,
  
  Thank you for reaching out to us about the credits.
  
  We remind you that you were already granted a full refund a year ago for the payment that you made for the reservation. Furthermore, your initial request was to have your reservation cancelled due to a personal emergency which is out of policy.
  
  Even though our Support had already issue compensation in credits, the hotel staff later notified us that you were a now show to the reservation. and a fee was collected, even though we had already sent you a full refund and had absorbed the hotel penalty.
  As a one-time exception, we are allowing the that had already expired to be active for another 2 months from the last deadline.
  
  No further compensation or extension will be granted.
  
  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:03/31/2023

  Type:Delivery 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 Monday, Mar 20, I booked a flight from ******* to ******** on Snaptravel, the price was $ *******. (Order number: ST511657) Just after a few hours, they sent me an email saying the price went up and I have to pay an extra $129.68 on the same flight. I believe its unacceptable and I immediately replied to their email asking for a refund. On Monday, Mar27 I called their customer support and ask if the refund has been processed, the lady said the refund will be done in 40 hours, but I have not heard from them till now. At this point, I dont have any more trust in this company and thank you so much for helping with this case.

  

  Business Response

  Date: 04/05/2023

  Hi *****,

  
  Thank you for reaching out.

  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. We have forwarded your request to the correct department and our flights team will reach out to you directly with a resolution.

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

  Best,

  Corporate

• Initial Complaint

  Date:03/29/2023

  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.

  On 03/27/23 I have purchased 2 one way tickets from ******************************************** from ***** to *****.My credit card was charged immediately. Shortly after the transaction I have received an email the fare has went up by $67.40 and I do have 3 choices including to cancel the reservation which was my choice. I have sent an email and called to confirm the cancelation which was verified by the agent on the phone.I have received a strange email which stated 'Order can not be completed, your refund may take up to several days to post in your account'. The next morning I am receiving an email from ************************* signed as Support Executive who claims SnapTravel has received a notice of a dispute from my bank and my refund will take longer because of this. This is NOT true as I have never contacted *************** regarding the transaction and it is a clear lie. Since that email I have not gotten any more information as of the status of my refund and I am worried about it. I have reading about the same scam pulled on other customers waiting for their money for months. This company has absolutely NO right to hold my money in the amount of $1483.42 since there are no tickets purchased by me - only a reservation was made on their site but the tickets were never issued and this is not the service promised. I am attaching the correspondence so you can see their false statements and confusing refund email. I would like my money to be refunded asap and the company to apolagize to me for the inconvenience and time wasted on their scam attempt. The reservation number for my transaction is ST512579. Their customer support number listed in the emails is ************** (6:00AM-9:00PM PST)********************* Direct number listed under ************************* Support Executive is Direct Line: *****************

  

  Business Response

  Date: 04/05/2023

  Hi *****,

  Thank you so much for reaching out.

  We are truly 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 genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. 

  We have escalated the concern to our flights department, and you should expect them to reach out shortly. We appreciate your patience all throughout.

  Best,
  Corporate

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19868116
  
  I am rejecting this response because this is just a generic copy paste answer and does NOT refund my money. I will NOT accept anything but a refund. This is absolutely ridiculous and a rip off! 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/06/2023

  Please close complaint 19868116 I have just received a refund from  the company. Thank you! 
  
  *****************************