Complaints

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

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  Super.com

  18 Bartol St # 159 San Francisco, CA 94133-4501

  
• 

  Super.com

  447 Sutter St Ste 506 San Francisco, CA 94108-4619

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room on February 28, 2023, using the SuperTravel website. The Confirmation Number is shown in the attached file. On the website, I selected the dates of Saturday, March 4 with a checkout date of Sunday, March 5. After I clicked the button to confirm/pay for the reservation the website changed the date to check in on different days than I had input. The next morning, I called the hotel to help amend the date, but they were not able to modify the reservation as it was through a third party. I cannot use the room for the night that it is booked and I still need the room for the date listed above. I called SuperTravel to help modify the reservation, but they refused. It is unacceptable that SuperTravel will not adjust the check-in date OR issue a refund. My booking should at the very least be modifiable. The customer service person was of no help. I am now disputing the charge but so far no help from SuperTravel to resolve this in an appropriate way. This experience has felt like a scam, by the way the date mysteriously changed and then when reaching out to SuperTravel, the company said basically "tough luck"! Terrible experience with SuperTravel!

  

  Business Response

  Date: 03/07/2023

  Hi ****,

  Thank you for reaching out to us about your reservation B_8630861 at the **********************************.

   

  We are truly sorry that you had trouble with your reservation. Please note that we do not have the ability to modify any reservations or change your research.

  
  Every reservation is made based o the search that is made in order to list the options based on the criteria that you have input. If the dates that you have selected are not available, the system lets you know and shows the next available dates. It is the guest's responsibility to confirm the dates and the hotel before moving to the payment page and then finalizing the purchase.

  We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

  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 apologize for the inconvenience.
  Corporate

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19521837
  
  I am rejecting this response because:

  1) Here lies the problem- Super Travel's words, "If the dates that you have selected are not available, the system lets you know and shows the next available dates..." The system automatically fills in other dates if the dates you put in do not work!  This is a deceptive practice -- no other travel service website that I have seen does this and from what I read on other BBB complaints on this company this has indeed happened to other people who use this website.  You basically "tricked" me into purchasing this room on the wrong date!

  2) Additionally when you say, "Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies." I called Best Western and they said they had no control over your website and the decisions that go with it.  Super Travel can and should give a refund ont his room that was not used.

  3) At a minimum so this does NOT hapeen to other unsuspecting people, the company should NOT automatically change/fill in other dates into a customers search request!  It should clearly state that there were no rooms avaiable on the night that was requested! 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/20/2023

  Hi ****,

  We completely understand your concern, and we are so sorry you have that perception about our service. 

  As previously mentioned, our system does not change the result of your search, but instead shows you the exact search criteria you have entered. We would very much be happy to negotiate with the hotel and our travel partner, but we have already received a chargeback from you thus the chargeback and disputes team will take over and will reach out to you directly. We appreciate your patience and understanding all throughout.

   

  Best,

  Corporate

• Initial Complaint

  Date:02/28/2023

  Type:Delivery 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.

  I ordered a pair of shoes that they showed and described as new and when I received them today, they had some white goop on them, the shoes looked as if they had been worn for quite some time, the bottoms of the soles had dirt and rocks in them and the backs of the shoes were broken down. I contacted them immediately and sent photos and they will not respond.

  

  Business Response

  Date: 03/08/2023

  Hello *****,

  We appreciate the time you took to let us know about your experience and we truly apologize for the inconvenience caused by sending the incorrect size. A full refund has been processed on 3/01, please check your inbox or spam/junk mail for a refund confirmation.Thank you for your patience and understanding. We hope to have the chance to serve you in the future!

  Customer Answer

  Date: 03/09/2023

  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:02/27/2023

  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 needed a last minute hotel and found this location with ******* I made this reservation thru Snap Travel. I was not aware at the time they were absolutely not pet friendly. I was turned away and simply requested my money be refunded. They have refused and I feel like if you refuse service I paid for, you should refund the money. This, for me, is poor service. As someone who has been in the service industry, it makes sense to just refund money for services that were not provided. ************************************** Confirmation #: B_8038415 1 King **** ********** Mon, Jan. 2nd - Tue, Jan. 3rd View Receipt (********************************)Save 10% (****************************)Take a look at your past and present bookings:****************************************************************** Refer a friend and earn rewards:(*****************************************************************)

  

  Business Response

  Date: 03/04/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_8038415 at the **************************************.
  
  We are truly sorry to hear about your experience. We can see that this was a last-minute booking, nonetheless the property is not listed as a pet-friendly accommodation.
  
  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: 03/06/2023

   
  Complaint: 19509414
  
  I am rejecting this response because:
  This is the same CANNED response I received.  I was charged for something I DID NOT RECEIVE.  This is unacceptable.

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

  

  Business Response

  Date: 03/07/2023

  Hi ****, 

  We understand that this was a very last minute booking and you were not aware that this was not listed as pe friendly property, nonetheless, you have not provided written approval from the accommodation confirming that they agreed to refund you for the stay.

  We remind you that across the industry, if you book a room and fail to honour the conditions of teh stay the accommodation had close availability for the room that you booked and might not be able to resell it so they are entitled to keep their payment if that is their decision. This is not applicable for service animals, but applicable for any other conditions.

  As mentioned before, since this must be monitored under the chargeback dispute, you can submit via that medium any documentation you have to confirm that the hotel allows us to deviate of the policy of your reservation. Alternatively, or if you reached out to them by phone, please get the name and position of the staff that has accepted your request.

  We hope we have clarified your doubts and concerns.
  Regards,Corporate

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19509414
  
  I am rejecting this response because: the person at the desk said YOU would need to contact them for me to get a refund.  Also, I'd expect someone who is representing this business to actually know proper grammar and know how to spell.  I want a refund of my money.  Period.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/25/2023

  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.

  I attempted to book a last minute ticket to go to a funeral after paying snaptravel I then received zero information from them (such as my boarding pass) before the flight took off and they provided no other contact information and I cannot reasonably get on an international flight without a ticket. I am posting here before I issue a charge back to see if the company would like to fix the issue on their side.

  

  Business Response

  Date: 03/04/2023

  Hi *******,

  We are truly sorry to hear that you had trouble with your reservation.

  As this review is about flights, please connect with our flight team at BookingVault by sending an email to *********************.  You can also call them on call **************. They are best equipped to can help answer your question about your flight reservation.

  Regards,

  Customer Answer

  Date: 03/05/2023

  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:02/23/2023

  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 hotel stay on Feb 18, 2023 with Confirmation Number: B_8529142 for the ***************. The hotel did not have a room for me and canceled my reservation. The manager said the room should have been blocked because the previous guest had smoked in the room. The hotel is a 100% smoke free hotel. I have asthma and would not be able to stay there. The manager issued a refund to Supertravel of $213.99. I contacted Supertravel by phone today Feb 23rd because I had not received a refund yet and they told me that I would not get a refund because i had booked a non refundable reservation. I informed the representative that they received the money back from the hotel. She would not allow me to speak to a supervisor or another agent. I do not think this should be legal.

  

  Business Response

  Date: 03/04/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_8529142.
  
  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.
  
  We appreciate your patience!
  
  Regards,
  
  
  

• Initial Complaint

  Date:02/21/2023

  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 originally placed an online order for a gaming chair on 2/3/23 for $3.99 + tax with free shipping and my payment was processed through PayPal. About three hours later the company (super.com ---> ********************** e-mailed me to advise that the order had been cancelled due to a "processing error" and a refund was issued; however, when I checked their website again the item was listed at $102.99 instead of the $3.99 that I paid. I further communicated with super.com via e-mail (********************** to ask for the original price that the item was advertised at and that I placed the order for, but they refused. I still want the chair for the original purchase price of $3.99 + tax with free shipping. I have all e-mails, screenshots, etc. including the original order confirmation to verify that the company refused to honor their original advertised price.Thank you.

  

  Business Response

  Date: 02/23/2023

  Hi Nike,

  We would like to sincerely apologize for any inconvenience you may have experienced. Your time and effort in reaching out to us are greatly appreciated, and we understand how frustrating it can be when things don't go as planned.
  
  It's important to note that the error in question was due to a system issue that was advertised by a third-party website, rather than our own. We promptly removed the listing and cancelled all related orders as soon as we were made aware of the situation. As part of our commitment to transparency and fairness, we have included in our terms and conditions the right to cancel purchases in situations where the price or other important information on the SuperShop services is inaccurate. You can find more information about this on our website.
  
  We understand how disappointed you must be, and we want to assure you that our team is working diligently to prevent similar issues from occurring in the future. Our goal is to provide you with the best possible experience when shopping with us, and we take your feedback seriously.
  
  Thank you again for bringing this to our attention, and for your understanding in this matter. If you have any further concerns or questions, please do not hesitate to contact us. We are always here to assist you in any way we can.

  

  Business Response

  Date: 03/08/2023

  Hi Nike,

  We are still reviewing your case and exploring other possible resolution.  We will get back as soon as we can. Thank you for your patience.

  Regards,

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19444130
  
  I am rejecting this response because:  

   

  I was in sales for 14 years and have owned and managed my own rental properties for 18 years.  I understand that mistakes are sometimes made; however, it is the responsibility of the salesperson and/or business to ensure that they are providing correct and accurate information; your customers/potential customers have no control over this.  Again, this is "your" responsibility, so accept that responsibility and honor the advertised price.  Refusing to do so is breach of contract and demonstrates lack of commitment to your customers as well as lack of acceptance of responsibility.

  Again, please take responsibility for your actions and honor the advertised price.  I ordered "one" chair, not dozens of them.  Honor the advertised price.

  Thank you.
  

  
  Sincerely,
  
  Nike Nickel

• Initial Complaint

  Date:02/21/2023

  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.

  I placed an order for a powder spray for my father. I entered the shipping address of my work address: ******* ********************************************************. Somewhere along the line the address got changed to **********************************************************************. Someone at 1 of the many businesses at that strip mall signed for my package. I notified Super Shop several times by email and each time they told me the address was the wrong one that I did NOT enter (**** ************* *************, ** *****). I offered to show them my work badge with my name and photo that I do work at the ******* that was on the address I entered but they would not accept that either and kept closing my help ticket. So now I paid $59 and I have no product that I ordered that someone else has in a business at that address that signed for it. I reached out to ***** and they couldn't do anything about it either since it was signed for by one of those businesses at the incorrect address.A the very least they could have offered me a refund instead of taking my money for a product I never received.

  

  Business Response

  Date: 02/24/2023

  Hi *****,
  
  Thank you for getting in touch with us. We have reviewed your customer support inquiry and order information, and we can confirm that our warehouse partner shipped your order to the address you provided during checkout. You can find your order invoice attached.
  
  Here are the shipping details:
  Recipient: ***************************
  Address line 1: **************************************************** line 2: *******
  City_Zipcode: *************, ** 73120
  
  As the package has already been delivered, we regret to inform you that we cannot issue a refund or replacement. However, as a one-time courtesy, we would be happy to honor your request for a refund. We have already processed the refund, and you should receive a confirmation email soon.
  
  If you have any further questions or concerns, please don't hesitate to contact us. We are always here to assist you.
  
  Best regards,
  SuperShop Corporate Team 

  Customer Answer

  Date: 02/27/2023

  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:02/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 2/11/23, I ordered 12 rolls of Poh Dental Floss for $36 +tax on line from a business named Super Shop. Several days later I received by **** a small envelope with the return envelope stamped "Amazon.com ************* Inside the envelope was only 1 roll of Poh Floss, and a packing slip from "888 Multi Wharehouse.Super Shop has not responded to my inquirys. I then contacted 888 Logistics and they told me that the buyer who sent me the 1 Poh Dental flloss was actually called "Daily Steals", ***********************************************************, the same address as Super Shop.I don't think this was a scam, but poor wording on the shipping/packing label which read:"1 Poh Dntal Floss unwaxed 100yd (12x100yd). Thanx for your help,********************************** <***********************> ************

  

  Business Response

  Date: 05/05/2023

  Hello ******,

  Were genuinely sorry to hear about your recent shopping experience. We want your experience to be smoother next time, and your feedback will help us improve our services.

  It is noted that a full refund has been processed on February 22nd, 2023. We have attached proof of refund to this response and sent it via email as well, if you have not received this refund, we kindly recommend you to reach out to your bank institution for more information. We hope to have a chance to serve you in the future.

  Thank you!

• Initial Complaint

  Date:02/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel reservation for $172.92 on 12/12/22 to stay 2 nights at the Days Inn 12/16/22 thru 12/18/22. I had to postpone my trip (B_7829247) by 4 days so I contacted SuperTravel the very next day on 12/13/22 and was told I could not change or cancel my reservation because it had been more than 24hrs since I booked it. I booked another room through another agency and filed a dispute with my credit card company. The credit card company ruled in their favor because they didn't want to go against their 24hr policy. I have since called and emailed SuperTravel multiple times to receive a credit, to which they have given me the run around and eventually stated that since I filed a dispute, they can no longer access the account. I escalated the issue with a supervisor via email on Jan 19th thru Jan 30th and sent them a letter from the bank stating they had rebilled me for the $179.92. After that, they stopped responding to my emails altogether. It is now 2/19/23 and I haven't heard anything back regarding the matter. It's unbelievable, how they treat their customers. I'm not even asking for a refund, *********** towards a future trip.

  

  Business Response

  Date: 02/20/2023

  *************,
   
  Thank you for reaching out to us about your reservation B_7829247 at the *****************************.
  
  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: 02/21/2023

   
  Complaint: 19385253
  
  I am rejecting this response because:

   

  I have already dealt with the bank.  The dispute was closed Jan 18th and I have submitted proof of the bank chargeback, yet Supertravel won't acknowledge this.  Stop giving me the run around.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/24/2023

  Hi again *****,

   

  We understand your frustration, nonetheless, as previously stated, all communication must be via the dispute that you initiated as this is mediated by the bank.

   

  Regards,

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19385253
  
  I am rejecting this response because: are you guys bots? Did you not read the letter from the bank? Again, the dispute was closed and the amount was rebilled in January.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/18/2023

  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 one hotel night stay and paid $14 refundable fee. I tried to request refund and the form is asking for bank account information instead of refunding to my credit card I used for booking. I am very scared this is a scam and am not willing to provide my bank account. The hotel, ********************************** ********* ** is agreeable to cancel the one night without any problem or penalty. They ask that the vendor call them to confirm but have no way to get through to them as phone does not connect, it stays on constant hold. Is this a legitimate business? How do I get my full refund that even the hotel says I can get?

  

  Business Response

  Date: 02/20/2023

  Hi ******* ,
  

  Thank you for reaching out about your reservation B_8449215 at the ********************************. 

  Please note that unless the reason for the cancellation request is listed as one of the valid reasons, the request will get denied. 

  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