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:10/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got a room in ****** for my birthday and never knew I was subscribed to anything because it never told me. And for the past 5 months have been getting 15 took making a total of $75 from my account not knowing where it was going. I want my money back!

  

  Business Response

  Date: 10/27/2025

  Dear ******,
  
  Thank you for reaching out to us. We understand how important it is for all details to be clear when booking a special occasion like your birthday celebration.
  
  The Super+ membership is designed to offer you the best rates, along with exclusive benefits such as discounts and perks for your travel experiences. We can confirm that the membership was signed up for during the reservation process, ensuring you locked in the best rates.
  
  To address your concerns, we have canceled your Super+ membership and processed a refund of $75 to your original payment method. You should see this reflected in your account within the next 35 business days.
  

  If there's anything more we can do to assist you or if you have further questions, please feel free to reach out. We're here to help and ensure your experiences with Super.com are straightforward and rewarding.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/26/2025

  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 have never used the super.com website, yet this morning I noticed a charge from Super+ *************, ** for a $15 charge on October 26, 2025. When I called my bank to dispute the charge, I was informed it was from the super.com website. Charging someone's account that never agreed to it or even used your services is fraudulent activity. I have read that multiple people have been charged many times, so hopefully getting a new card through my bank will stop them from taking more money from my account.

  

  Business Response

  Date: 10/27/2025

  Dear ******,
  
  Thank you for reaching out and bringing this matter to our attention. We're here to provide clarity and assistance regarding the unexpected charge.
  
  Super+ is a membership designed to enhance the travel experience with exclusive benefits like discounts and cashback. We prioritize transparency and ensure that charges are processed only with clear consent from our users.
  
  To address your situation, the membership associated with the charge has been canceled. We have also processed a $15 refund to your original payment method, which you should see reflected in your account within the next 35 business days.
  
  We appreciate your communication and are dedicated to ensuring a smooth resolution. If you have any further questions or need assistance, please feel free to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 10/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a BBB complaint against the online hotel/travel booking agency, Super.com for their shameless and insidious hidden charges labeled as "****************" but not advertised at all in their original pricing. Back in August 2025, my family booked 6 nights at Signia by ******************** from Oct 26 to Nov 1. When I initially booked the reservation, Super.com showed pricing significantly lower than the other online booking agencies, but it was all based on deliberate misadvertisement. Super.com never listed the full pricing from the hotels, instead the website had a hidden charge of $300 in total ($50 per night) listed under "Pay at Property" and "****************." This shady practice led my family to end up paying significantly more out of pocket than using other online booking agencies such as Expedia or *************. After some research online, this is apparently a very common customer complaint against ********************, as many customers have also been charged hefty hidden fees after they have made the reservation. If a company could unscrupulously disregard a large part of the cost and misadvertise, it destroys market transparency and fairness. I am filing this BBB complaint against Super.com with the hope to at least recuperate the extra $300 that they have charged me without initially informing me.

  

  Business Response

  Date: 10/27/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We understand how important it is to have complete transparency in pricing when planning a trip, and I appreciate your feedback.
  
  We have reviewed your booking and can confirm that the hotel resort fee was indeed listed in the confirmation email sent to you. Resort fees are common across many hotels and are typically used to cover amenities and services provided during your stay, such as pool access, Wi-Fi, fitness center use, and more. These fees are sometimes paid directly at the property, which is why they might not be included in the initial booking total.
  
  We aim to make our pricing as clear as possible and ensure that all necessary information is available to our customers before completing a ********************. Your feedback is invaluable and helps us continually improve our services.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We are here to ensure your experience with Super.com meets your expectations.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/25/2025

  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 booked a hotel stay through ********* for a one night stay for $100, which redirected me to Super.com to complete the reservation. I selected a same-day booking, but after completing the purchase and arriving at the hotel, I discovered that Super.com had booked the reservation for the following day (Sunday) instead of the intended date.When I contacted Super.com customer support to correct the issue, I requested to speak with a manager. The manager stated that she would call the hotel to confirm and assist in changing the date. I was standing at the hotel front desk during this entire time and personally witnessed what happened next.The hotel front desk attendant answered a phone call and said hello, but the Super.com manager hung up immediately without saying anything. A moment later, the manager came back on the line with me and falsely claimed that she had spoken to the front desk and that they said there was nothing they could do. This was not true, as I witnessed the call myself. When I confronted her about this, she insisted she had spoken to them and then hung up on me when I asked for her name. All I wanted was the date changed I even stated I would pay the amount required to book for the correct date!This experience was extremely frustrating and unprofessional. The issue was never resolved by Super.com, and I was left without a room for the night I had intended to book. Thankfully, the hotel front desk attendant, who also witnessed the situation, felt bad for me and offered me a discounted rate for a new booking directly through the hotel.Super.coms handling of this situation was unacceptable. I was misled about the booking date, lied to by a representative, and hung up on by a manager. I have never had such a terrible customer experience of being lied to and such disregard for customer care.

  

  Business Response

  Date: 10/27/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We understand how crucial it is for your travel plans to align perfectly with your expectations, and we appreciate your feedback.
  
  Our bookings are designed to be non-refundable and non-amendable to provide the most competitive rates possible. After reviewing your case, we've issued a refund in the form of Super Travel credits, which you can use for future reservations.
  
  Your feedback is important to us, as it helps us continuously improve our service. If there's anything more we can assist you with or any questions you have, please feel free to reach out. We're here to support you and ensure your experience with Super.com is exceptional.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was charged for a service from a company that I've never heard of. I never signed up for any services from this company. Please refund my money. Thank you

  

  Business Response

  Date: 10/31/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concern. I understand how surprising unexpected charges can be, and I'm here to assist you.
  
  The Super+ membership offers a range of benefits like exclusive discounts and cashback opportunities designed to enhance your travel and shopping experiences. Recognizing that this isn't something you intended to sign up for, we're eager to resolve this for you.
  
  We have elevated this matter to our team for more detailed investigation, though we've not yet identified a Super+ membership using the information you provided. Our support team has contacted you to gather more details to facilitate resolving this situation.
  
  Your patience and understanding are greatly valued as we work through this. If you need further assistance or have any questions, please don't hesitate to get in touch.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have no clue who this company is..I booked a hotel in March and canceled it and was still charged this company..then in August September and now October they all of a sudden start taking $15 out my account . I want my my $169.00 back

  

  Business Response

  Date: 10/27/2025

  Dear ****,
  
  Thank you for reaching out to us. I'm here to assist in clarifying and addressing your concerns regarding both your hotel reservation and the Super+ membership charges.
  
  Regarding your hotel reservation, Id like to mention that our bookings are typically non-refundable and non-amendable. This policy is in place to ensure we can provide the best possible rates for our customers. You mentioned that you canceled the reservation; could you please confirm whether it was canceled directly with us or with the hotel? If it was with the hotel, we would need written confirmation from them approving a refund in order to proceed further.
  
  As for the Super+ membership, it appears that the membership might have been signed up for during the checkout process of your booking. After a thorough review, I can confirm that the membership has been canceled. We have also processed a refund for all charges relating to the membership, totaling $120. You should see this reflected in your original payment method within the next 35 business days.
  
  We appreciate your patience, and if there's anything more we can do for you or further assistance you need, please don't hesitate to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/24/2025

  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.

  Super.com tried to charge my credit card and it was declined and reported to me on October 16. I had to cancel my credit card. I received a new credit card 6 days later and again super.com tried to charge the new card which was declined and I had to cancel. I then noticed that on October 13, super.com charged my credit card (the older one) $1.97 which they got.

  

  Business Response

  Date: 10/25/2025

  Dear ******,

  Thank you for getting in touch with us and sharing your experience. We truly appreciate your feedback and are here to provide clarity on the situation.

  Our Super+ membership is designed to offer you valuable benefits, such as exclusive discounts and cashback opportunities, to enhance your overall experience. At Super.com, your trust is very important to us, and we take every step to ensure transparency. All charges are securely processed and require clear consentno sneaky sign-*** here! You can always refer to our Terms & Conditions for more details.

  Regarding the charges on your card, we've taken action and canceled your membership as of October 24, 2025. While Super+ memberships are typically non-refundable, as a one-time gesture, we have processed a refund of $1.97 to your original payment method. You should see this reflected in your account within 35 working days.

  If you have any further questions or need additional assistance, please feel free to reach out. We're here to support you and ensure your experience with Super.com is smooth and satisfactory.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room at ************************, ** through Super.com that was advertised on Super.com as having a pool and hot tub. I would have never booked this hotel through Super.com if not for these two amenities. When I arrived at the hotel this was for a birthday, so I had children with me, a cake, and food. We could not pack up and just leave. After celebrating, the kids went to use the pool and I was going to use the hot tub as I recently had surgery and wanted to relax while the children played. I was shocked to see that the pool was cold and looked murky, but the hot tub was completely boarded off, with plywood and construction tape. We were already there with the children and birthday presents so I couldn't just relocate, but I also would have like to have received the amenities I paid for that was advertised on the Super.com website for this property, or I never would have booked. I contacted the hotel and they placed me on hold 22 minutes and never responded. I called Super.com and they told me I can take it up with the hotel, that they received payment from them. I think this is unacceptable because advertised services were not rendered, and at the end of the day the amenities were advertised on Super.com's website, and that is who I dealt with for the booking. I would like to dispute these charges.

  

  Business Response

  Date: 10/27/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us, especially regarding such a special occasion. We understand how significant it is for everything to align perfectly when celebrating a birthday.
  
  Our aim with non-refundable and non-amendable bookings is to secure the best possible rates for you. While we manage the booking process, the hotel is responsible for the upkeep of its premises and amenities.
  
  We've escalated your feedback to our support team for further review. Although the booking was utilized and we couldn't secure a refund, we're pleased to provide you with 20% of the booking value as SuperTravel credits. These credits can be used for future bookings and are our way of showing appreciation for choosing Super.com.
  
  If you have any further questions or would like additional assistance, please feel free to reach out. Were always here to help ensure you have a positive experience with Super.com.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being billed for services I never authorized.Super.com tried to bill me ***** last week on my credit card, no authorization, and I was notified by my credit card company. I declined the charge and my credit card company cancelled my card and sent me a new one. The next day Super.com charged the new card and again I declined charges.I reviewed my September credit card statement and showed a charge on September 10th for 1.97 and another ***** on September 15th.I dont know how you were able to get my new credit card number without commiting fraud.I did call an 800 number that did nothing.I want this resolved immediately.

  

  Business Response

  Date: 10/23/2025

  Dear ****,
  
  Thank you for reaching out and sharing your experience. I understand the concerns regarding unexpected charges, and Im here to help clarify and resolve the situation for you.
  
  The Super+ membership is designed to enhance your travel and shopping experiences by providing exclusive benefits such as discounts and cashback opportunities. However, I recognize that in your case, this was not something you intended to subscribe to.
  
  Rest assured, the membership has been canceled to prevent any further charges. We have also processed a refund for all related charges to your original payment method, and you should see these funds reflected in your account within the next 3 to 5 business days.
  
  Your feedback is invaluable, and I'm grateful for your patience and understanding. If there's anything more you need or any questions you have, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid extra to be able to cancel my reservation if something were to happen. I ended up canceling right away. They refused to refund to my credit card and instead insisted on getting my bank account information for the refund. I called my bank. They stated that this is highly unethical and do not give them my information under any circumstances. I called Super.com numerous times. They really didn't want to cancel my reservation even though it stated on their site it has been canceled. I am still not sure if they did. I called numerous times asking about the cancelation and my refund. Their *** said she would cancel, but that my reservation was non-refundable. Again, I paid extra to have freedom for cancelation. And to top it off They charged me an additional ***** for some kind of membership that I in no way agreed to or wanted. It states on their statement where I canceled. It was well within the time limit and they refused to refund. Why did they want my bank account number? This is extremely unethical. I am seeking a refund of the ****** plus the ***** fraudulent membership fee.

  

  Business Response

  Date: 10/23/2025

  Hi *******,

  Thank you for reaching out and sharing your experience with us. I'm here to provide clarity and assist you with your situation.

  Our Super+ membership is intended to bring added value through exclusive perks like cashback and additional benefits. I'm pleased to inform you that your membership was canceled on October 22, 2025, and a refund of $15.00 was processed to your original payment method on the same day. You should see this amount reflected in your account within 35 working days.

  Regarding your booking, while our reservations are typically non-refundable and non-amendable, I see that your booking was canceled on October 23, 2025. You also opted for the Enhanced Refund option, which is designed to provide refunds under specific approved situations such as medical emergencies, natural disasters, or flight cancellations. Detailed terms and conditions for this add-on are included in the link within your confirmation email. To proceed with a refund, you'll need to initiate the process directly with the enhanced refund provider and submit the required proof as outlined in their terms.

  We recognize the hesitance in providing bank account information; rest assured, refunds are typically processed back to the original payment method. If you have any additional questions or need further assistance with the Enhanced Refund process, please feel free to reach out. We're here to ensure your experience with Super.com is both positive and straightforward.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 10/23/2025

   
  Complaint: 24052292
  
  I am rejecting this response because:  I was told over and over by your representatives that it would NOT be put  back on my credit card, but my banking information was necessary. What you are saying is untrue!! You tried to send me to a site called "refund me" that asked for my bank information. My bank said that this was dangerous and not to give my banking information to you. I was also told by YOUR representative that my cancellation was NON REFUNDABLE. I have this in writing from her. I have included this letter to the BBB. As you can see I cancelled right away and this should be refunded to my credit card. 
  
  Sincerely,
  
  ******* M Page

  Customer Answer

  Date: 10/24/2025

  This company continues to be untruthful! First they want my banking information and want me to go through refund me. I refuse to give them my banking information and then they say that the booking was non-refundable.  I asked numerous times for it to be refunded to the original credit card. They REFUSED! They kept telling me to put down the bank information.  I took a screenshot of what they wanted!! 

  ******* Page
  

  

  Business Response

  Date: 10/25/2025

  Dear *******,
  
  Thank you for your follow-up email and for sharing your concerns with us. I truly understand the importance of clarity in these situations, and I appreciate your patience.
  
  As mentioned, our bookings are generally non-refundable and non-amendable to ensure we provide the most competitive rates for our customers. We have escalated your case to our support team for a detailed review. After discussions with both the hotel front desk and our travel partner, we have been unable to secure a refund for your reservation.
  
  We value your feedback and understand this may not be the resolution you had hoped for. This will be our final response on this matter, and we are considering this case closed from our side. We appreciate your understanding and, if you have any further questions or
  concerns, please don't hesitate to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 10/27/2025

   
  Complaint: 24052292
  
  I am rejecting this response because: It was not up to Crooked River Cabins to refund my money. I paid extra to Super.Com to have the option to cancel for a full refund. I filed for the refund only to be sent onto another party that wanted my banking information. I repeatedly called Super.com and they stated that they could not return the money I paid back onto my original credit card. I called my bank and they stated that this is fraudulent. They need to refund back onto your credit card. They assured me that this is a scam and now this company is continuing to be untruthful. 
  
  Sincerely,
  
  ******* M Page