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:01/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tested positive for COVID 19 prior to our trip and had to cancel our travel plans.I advised SuperTravel of this and they would not issue a refund. The hotel would not issue a refund because the booking was made through SuperTravel. We did not use the booking and would like a full refund.

  

  Business Response

  Date: 01/09/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_7493512  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:12/31/2022

  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.

  Booked for hotel online and paid for it only to find out the hotel haf no reservation and have never heard of this company. What a scam!

  

  Business Response

  Date: 01/05/2023

  Hi ****,
   
  Thank you for reaching out to us about your reservation B_7998930 at the Red Roof Inn *************************************.
  
  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 now been resolved and we have refunded the full amount back to your account.
  
  We want to bring to your attention that we do not have record of your contact reporting this. Please note that we have a 24/7 Support team with live agents happy to assist.
  
  For future reference, when in need of assistance, please reach out to the Support team soon as possible so they can assist. You can do so by the following mediums:
  
  - SMS or Whatsapp: please type in Agent in your existing chat conversation (where you made your booking search).
  - Call *****************
  - ******** Messenger
  
  All our contact information is available on the app and the site:
  How to contact SuperTravel
  
  Thanks for your patience!
  
  Regards, 

• Initial Complaint

  Date:12/29/2022

  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.

  The company is Snap Travel (now Super Travel). I booked a stay at ****************** (*********) on 4/30/22, through what I thought was the hotel website. On 5/8/22, I attempted to cancel the reservation (I could not make the trip) through phoning ******************. I was informed the reservation was made through Expedia.com (was given a confirmation number) and told I had to cancel through them. I phoned Expedia and they had no record of any reservation under my name and stated that was not one of their confirmation numbers). At this time, I realized I never received a confirmation email for the reservation but the total for the stay ($3252.93) was charged to my Citi card. It was then I realized I must have been scammed. I immediately filed a dispute online through my Citi account. It was only through ****'s investigation I found out the company I booked through was Snap Travel. I had never heard of this company and would have never booked through them. On 6/20/22, **** found I was responsible for the amount as they tried to contact Snap several times but Snap refused to refund my money stating I violated their cancellation policy (their date was 5/17/22). I pleaded my case to Citi that I had no way of cancelling the reservation as I had no idea who "held" the reservation. They told me their hands were tied as Snap would not refund the money. When I was able to talk with someone at Snap, they stated since I filed a "chargeback" with m y financial institution, I would have to work with them (Citi) for a refund. After months of the run around I recently filed a complaint with the *** and PA ************************** but to no avail. Until this process, I never knew how easy it is for companies to scam people and get away with it. Snap Travel literally stole $3252.93 from me for a hotel I never stayed in. I just want my money refunded! I am extremely exhausted, frustrated and angry. Please help!!

  

  Business Response

  Date: 01/05/2023

  Hi,
   
  Thank you for reaching out to us about your reservation B_5776359 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,

• Initial Complaint

  Date:12/26/2022

  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.

  Order Date: December 18th Order Number: ********* I typically shop on amazon when shopping online since they have excellent customer service and prices. I decided to buy what looked like some nice boots after getting an email solicitation. After receiving them almost a week later, my wife goes to try them on. Literally, these are $10 boots I can get locally that I was charged close to $28 dollars for. Putting the disappointment aside, one boot is smaller than the other even though they are marked the same size.I saw there is a 30 day money back guarantee. I write customer support and they ask for pictures of the boots with the size showing, which I happily provide. Then customer support asks me to provide a picture showing the size discrepancy in the boots. How is that even possible? We are talking about shoes with a difference of maybe a half to one inch in size with rounded edges. I kindly respond to customer support pointed out the unreasonableness of their request and get no response. Now I know why I am a loyal amazon customer. Their customer service wouldn't treat a customer this way.On top of which, this site has a misleading pricing structure where they list products at one price and then start gradually raising prices. I am sure this firm and its *************************************** wouldn't like the attention of a complaint to the BBB, let alone the ************************ and Consumer Affairs in *************.I would like to quietly return this item, receive my money back, and sever the relationship with this deceitful enterprise.Thanks,*******************************

  

  Business Response

  Date: 12/27/2022

  Hello *******,

  Were truly 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. We have processed a full refund on your order, you will see the funds in the next few business days (it all depends on your bank or financial institution).

  Please check your email for confirmation and let me know if there is anything else we can do.

  Regards,

  Customer Answer

  Date: 12/27/2022

  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:12/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a hotel for our daughter and her friend (18 and 20) who were stranded in ****** on Christmas Day, unable to join our family. We paid for the hotel and after spending a fortune on an Uber to the hotel and it being past midnight at this point, the hotel tells them they arent able to let them stay because theyre under 21. I called Super Travels customer service line about 2.5 hours after booking to let them know what happened and to ask for a refund. They refused. When I asked to please speak with a supervisor, she kept reading a line from their script and again refused. Now my daughter and her friend are spending Christmas on the ground of the airport alone and Ive been robbed of $125. If this isnt horrible business practice and simply wrong in general, I dont know what is. Avoid this company at all costs.

  

  Business Response

  Date: 12/29/2022

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_7945534 at the ************************************.
  
  We are truly sorry to hear that you had trouble with your reservation. It is a standard practice for hotels to require the check in age of 21 unless accompanied by an adult. Please note that this is beyond our control.
  
  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.
  
  

• Initial Complaint

  Date:12/24/2022

  Type:Billing 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 booked a hotel reservation through SuperTravel on ******** Messenger at the Esm *********** from December 23 to December 24 with reservation number B_7907968. The total price I was quoted both before and after checkout was $117.65 including all taxes and fees. When I arrived at the hotel, I was told by the front desk that there was an additional $45.60 amenity fee that would be charged to my credit card directly and was not prepaid by SuperTravel through the Expedia rate. I reached out to SuperTravel support, who informed me that there should be no fees and pointed me to the About page for the Esm ***********, which also stated no such fee. However, the support when I requested they address the expected fee was completely unhelpful and merely ended the chat. Since I needed to check in, I ended up having to pay this amount on my personal credit card. I have provided all of my booking and screenshots of the about page information.

  

  Business Response

  Date: 12/29/2022

  Hi *******,

  
  Thank you for reaching out with regards to your reservatio B_7907968 at ****************.

  Apologies for the inconvenience.were sorry to hear that the hotels additional charges were not listed on our site.Thank you for providing the invoice in advance. Please note that we have gone ahead and refunded your original payment method on file $45.60. This may take 3-5 business days to reflect on your card depending on your bank.

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

  Customer Answer

  Date: 12/30/2022

  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:12/23/2022

  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 book two hotel for the same day twice and one of them was an accident. I called the hotel that I accidentally booked and they told me for me to get a refund, the merchant have to call them. But supertravel dont want to call them for me to get my money back.B_ *******

  

  Business Response

  Date: 12/29/2022

  Hi ****** ,
  
  Thank you for reaching out to us about your reservation B_7918984  at the **********************************************.

  Unfortunately, when our Support team had reached out to the accommodation , they declined your request for a refund.
  We are truly sorry that we were unable to get them to accept making an exception this time.
  
  Regrettably, as we had mentioned before we do not have the power to override their decision.
  
  This being said, we could only re-open this case if you are able to provide us written confirmation from their management that a refund has been agreed upon.

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

• Initial Complaint

  Date:12/23/2022

  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.

  *** spent several thousands of dollars using Snap Travel before it became Super. I used to think Id found the best booking service on the planet. Ive been thoroughly let down however. While at dinner with family I loaned my young children my phone. Later that night I learned that they had booked a room in our hometown. The moment I found out I tried to seek help through customer service. I was denied any chance at a refund. The next morning I made a second attempt to reach someone to assist and was informed that if the hotel was willing to refund Super then Super would gladly refund me. I spoke with the ** of the hotel that said they would be willing to issue a refund if ***** was willing to provide evidence of refunding me. Its now become an immature finger pointing game between the supervisors at Super and the ** at the hotel. Both want to uphold policy, however theyre each willing to make an exception so long as one or the other takes the initial steps in issuing a refund. ***** wants written approval from the hotel manager stating that a refund is permissible. The hotel manager wants documentation showing theyve refunded me before theyll refund Super. My money has been accidentally captured as revenue and now is unethically being kept despite offering a pathway to be refunded, that of which neither business will take the first step! Im a single father and do not make a great deal of money. I have never experienced such an enormous lack of empathy in customer service!

  

  Business Response

  Date: 12/29/2022

  Hi *********** ,

  We really appreciate your patience so far and the time spent explaining your concerns with this 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.

• Initial Complaint

  Date:12/21/2022

  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.

  On November 20th I ordered a ***'s club membership and I received the promotion code from this seller the promotion code was not valid. I sent an email to this seller because they do not have a phone number. you can only contact them through email when I did not hear anything from them I contacted PayPal. I used PayPal to pay for this promotion code I filed a case with PayPal. This cellar replied letting me know that they would be sending me a new promotion code but they never did I contacted the seller a few days later to ask for the promotion code again but no response. so I escalated with PayPal and asked for them to step in but PayPal sided with the seller because the seller told them that they gave me the promotion code however the promotion code is invalid. Please see the attached pictures. I would like my refund please!

  

  Business Response

  Date: 12/22/2022

  Hi *****,
  
  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.

  After further looking into this matter, we have confirmed that an email was sent on December 6th, 2022 with a new and verified valid code. This information has been resent again today December 22nd along with a screenshot confirming the new code is valid an ready for redemption.

   

  Thank you,

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18625665
  
  I am rejecting this response because: I requested a refund from merchant on December 5th after getting no response from this merchant. Please see attached screenshot of our communication.I do not want a valid code at this point because I have since purchased this membership from another merchant.. I couldn't continue waiting for this merchant.I would like my refund please! REFUND!!! REFUND!!! REFUND!!!
  
  Sincerely,
  
  Emmah Mthembu

  

  Business Response

  Date: 12/24/2022

  Hi *****,

  We have processed a full refund on your order on December 24th. You will see the funds in the next few business days (it all depends on your bank or financial institution).
  Please check your email for confirmation and let me know if there is anything else I can do!

   

  Regards,

• Initial Complaint

  Date:12/20/2022

  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.

  Thank you for your time in this investigation and providing me the opportunity to address the merchants claims. The reason the merchant refuses to refund my payment is that they claim This reservation was fully delivered to the customer as expected. The hotel was open and operational for the customers stay. Clearly the merchant is either completely disconnected or negligent in reviewing the circumstances for their delivery of my reservation. I arrived at Hotel ****** on Oct 21st 2022 shortly after 5PM and upon my arrival I was informed by the front desk attendee *** that the hotel was overbooked and that they do not have a room for me. Then *** instructed me to reach out to the merchant in question, where I made nearly a half a dozen attempts to reach someone at the merchants contact information to get someone to assist me. As I was unsuccessful to speak with someone who can provide assistance, *** took it upon himself to reach out to the merchant for a resolution to no avail. At this point several hours had passed and *** offered a room that was under construction. Out of desperation I took the offer for this room, however, upon entry and inspection of the room I had discovered that the ceiling was full of mold and a danger to our health so we could not stay in the room and were forced to part with the hotel.Per attached documents, it is clear that I did not have a room available to check in for which the merchant claims theyre entitled to payment. Cancellation of the room was not initiated by me rather the merchant charged me for a room they could not provide therefore are not entitled to my payment.Ive also attached email conversations I have had with the merchant, as well as the email Hotel ****** has received prior to my arrival to the hotel clearly indicating I was charged for a room thats not available, and lastly, also attaching a document from Hotel ****** claiming credit is due from the merchant back to me.

  

  Business Response

  Date: 12/20/2022

  Hi *******
  
  We are sincerely sorry to hear that you had trouble with your reservation B_7459011 at the Hotel ******.
  
  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.