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:10/14/2025

  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.

  9/15 and 10/15 - Super.com charged my account $15 membership fee fraudulently. Ive never, nor will I ever get a membership with this company. They should be shutdown from doing business. Its obvious that they charge people all of the time, without them knowing. Supposedly, you can use their service without a membership. Thats not true, because I use these types of services all of the time and this is the only one that has charged me, even though I didnt get a membership.

  

  Business Response

  Date: 10/14/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. I understand how unexpected charges can cause confusion, and I'm here to provide some clarity on the situation.
  
  The Super+ membership is designed to offer additional benefits such as securing the best available rates, cashback on travel, cash advances, and other perks. It appears that the membership was activated during the booking process with Super.com, which is completely optional and requires explicit confirmation at checkout.
  
  To address your concerns, I want to assure you that the membership has been canceled to prevent any future charges. While Super+ membership fees are typically non-refundable, we've made a one-time exception and processed a refund of $30 to your original payment method. You should see the funds reflected in your account within the next 3 to 5 business days.
  
  We appreciate your understanding, and if you have any further questions or need assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/13/2025

  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.

  Super.com has charged my Apple Pay account over $210 dollars in unauthorized membership fees that I didnt approve of. It continues to charge me even after I went online to cancel a subscription that I didnt subscribe to!

  

  Business Response

  Date: 10/14/2025

  Dear ******,
  
  Thank you for getting in touch and sharing your concerns. I understand that unexpected charges can come as a surprise, and I'm here to provide clarity on the situation.
  
  The Super+ membership offers a range of benefits, such as exclusive discounts and cashback opportunities, designed to enhance your travel and shopping experiences. To address your concern, I want to let you know that the membership has been canceled to stop any future charges. Additionally, a refund for all the Super+ membership fees, totaling $151.97, has been processed. This refund will be credited to your original payment method within the next 3 to 5 business days.
  
  If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to support you and ensure a positive experience with us.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/13/2025

  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 was looking for a hotel for ************ and ended up booking through Super.com on September 3rd 2025. I made the reservation for October 10th through October 13th 2025. Upon check in , they said they never received payment and that we had to pay for the hotel at their rate per night. We contacted super.com multiple times and we only got told that it was escalated to the correct team. They told us we had to wait ***** hours to hear a response and weve heard nothing back yet. The initial payment for the hotel was 347 dollars and they charged us upon check in around 735 dollars for incidentals and the rate for the three nights. Its outrageous that we paid that amount when we already paid for the hotel.

  

  Business Response

  Date: 10/19/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. I completely understand how unexpected it was to encounter this situation upon check-in, and I appreciate your patience as we work to resolve it.
  
  We have escalated your case for thorough review, and Im pleased to inform you that a refund of $347.98 has been processed to your original payment method. You should see this amount reflected in your account within the next 3 to 5 business days.
  
  Additionally, I understand the hotel charged you a higher amount upon check-in. Our support team has reached out, requesting your ****** account details, so we can promptly arrange compensation for the difference between the booking price with us and what was paid at the hotel.
  
  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/13/2025

  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.

  On October 10, 2025, my cars engine suddenly broke down, making it impossible for me to take a planned trip that I had insured through Super.com. I purchased a trip protection/insurance plan promoted on ******, which claimed to offer coverage for unexpected events leading to trip cancellations.I submitted a claim and provided all the necessary documentation, including the deposit receipt from the repair shop for the engine replacement. However, Super.com denied my refund of $130.05, stating that mechanical breakdowns are only covered if they occur within 24 hours of the scheduled trip a restrictive condition that was not clearly disclosed at the time of purchase.The company has not made any genuine effort to resolve the issue, merely referring to their policy terms. I consider this practice unfair and misleading, as it denies coverage for legitimate and verifiable emergencies.I am requesting a full refund of $130.05 for the unused trip, as the cancellation resulted from a genuine and unforeseen emergency. I also ask that Super.com review and clarify its insurance policy language to ensure customers are fully aware of such restrictive terms before purchasing coverage.

  

  Business Response

  Date: 10/21/2025

  Dear Rudson,
  
  Thank you for reaching out and sharing your experience with us. We completely empathize with the situation regarding your car's breakdown, especially given how it affected your travel plans.
  
  Our mission at Super.com is to provide exceptional value with our competitive rates, which means that our bookings are generally non-refundable and non-amendable. This approach allows us to offer our customers the best possible prices.
  With regard to the trip protection you purchased, it is designed to provide coverage for specific unforeseen events. Weve discussed your claim with the hotel and our travel partner, and based on these terms, a refund cannot be processed.
  
  We truly value your feedback about the policy and will take it into consideration as we continuously work to improve our customer communication and ensure clarity around our offerings.
  
  While this isn't the resolution you were hoping for, our decision remains guided by the existing terms, and we're here to support you with any further assistance you might need.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24008076
  
  I am rejecting this response because:

  By email, Super.com offered a partial refund, which I accepted; however, after accepting it, they did not make any further contact nor deposit the agreed amount.
  Attached is the email sent by the refund department.
  
  Sincerely,
  
  ****** ****** Junior

  

  Business Response

  Date: 10/28/2025

  Hi Rudson,
  
  Thank you for your continued communication with us. We appreciate your patience as we address your situation further.
  
  We understand from your email that you received an offer for a partial refund. It's important to note that this communication and offer came from *************, which is the third-party provider associated with the cancelation protection you opted for when booking. Since they manage the insurance coverage, we recommend reaching out to ************* directly for any updates or to inquire further about the refund status.
  
  Your satisfaction is important to us, and we're here to support you. If there is anything further we can assist you with or if you need additional information, please feel free to reach out.
  
  Thank you for choosing Super.com, and we appreciate your understanding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 10/28/2025

   
  Complaint: 24008076
  
  Dear Super.com Team,
  Thank you for your response.
  I would like to clarify that, as a consumer, I purchased my hotel booking directly through Super.com, and therefore I understand that Super.com is responsible for the service offered on its website, regardless of any partnership with third-party providers such as *************.
  That said, its evident that there is no real willingness to resolve the situation, and I see no point in continuing this exchange. I also want to thank the BBB representative for their cooperation and support during this process.
  Unfortunately, I remain dissatisfied with the outcome, and this experience has negatively impacted my perception of Super.com.
  
  Sincerely,
  
  ****** ****** Junior

• Initial Complaint

  Date:10/13/2025

  Type:Order 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.

  Super.com signed me up for a $14.99 per month service fee that I never knew I agreed to. If I did not catch it on my bank statement, it would have gone on longer than it did.

  

  Business Response

  Date: 10/17/2025

  Hi Chantz,

  Thank you for reaching out and bringing this to our attention. We understand how important it is to have clarity regarding all transactions and charges.

  At Super.com, your trust is paramount. The Super+ membership offers various exclusive benefits, and we ensure all charges are processed securely and require clear consentno unexpected sign-**** For more information on our policies, you can always refer to our Terms & Conditions. Typically, memberships are non-refundable.

  However, as a gesture of goodwill, we have refunded $179.88 back to your original payment method. You can expect to see this transaction reflected in your account within 3-5 business days. Additionally, your subscription has been successfully cancelled as of October 13, 2025.

  We're here to assist you further if needed. Please let us know if you have any questions or need additional support.

  Best regards,

  Super.com

  Customer Answer

  Date: 10/17/2025

  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:10/12/2025

  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 signed up for this and in the fine print it said that if the funds was not accepted then the $15 would be refunded. I did not accept the funds the charge showed on my account as pending and I was thinking eventually, since I did not accept the funds and I canceled the membership that I would be refunded but instead the charge went from pending to completed so I then reached out to customer service to figure out why and to get a refund I was told that they did not see a charge that there would be no refund ive been provided a screenshot from my bank account showing that the $15 came from them and that the charge had been completed. I was told by customer service that I should reach out to my bank and file a dispute because they did not see that charge I find this unethical and believe that this is a scam I need to be refunded for my money. I should not have to go through my bank to dispute this. When I did not accept the funds and I canceled the account in the fine print, it says that I would be refunded.

  

  Business Response

  Date: 10/12/2025

  Hi Hannah,
  
  Thank you for reaching out to Super.com and sharing your situation with us. We appreciate the opportunity to assist you.
  
  After reviewing your account details, we can confirm that the membership charge was not processed on our end. We understand that you provided a screenshot showing the charge, but we suggest reaching out to your bank for further advice and clarification on this matter.
  
  Your satisfaction is important to us, and we're here to support you in resolving this issue. If there is anything more we can do to assist you, please feel free to reach out.
  
  Thank you for choosing Super.com.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 10/19/2025

   
  Complaint: 24005694
  
  I am rejecting this response because: I have contacted my bank and I am being told that the change has been completely processed for the amount of $15 and I need to reach out the company for a refund. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/20/2025

  Hi Hannah,
  
  Thank you for your follow-up email and for your patience as we look further into the matter. We truly appreciate your persistence in resolving this issue.
  
  After further reviewing your account details, we do see that there was indeed a $15 charge. As a gesture of goodwill, we have processed a refund for this amount. You should see the refunded amount reflected in your account within the next 2-5 business days, depending on your bank's processing time.
  
  Your satisfaction is important to us, and we're committed to ensuring a positive experience with Super.com. If you have any additional questions or require further assistance, please don't hesitate to reach out.
  
  Thank you for your understanding and for allowing us to resolve this for you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/12/2025

  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.

  Deceptive at best, scam at worst. I made a reservation on Super.com for a hotel room on Sept. 25th. It did not go particularly smoothly, but did get done. Four days later, a charge appears on my card for $15 from Super.com. It is apparently a recurring charge. Perhaps there was disclosure somewhere in small print, but I never saw it and apparently many others have similar complaints. It is also odd that it appeared 4 days later (Sept 29th. Fortunately I noticed it and today I cancelled the membership, but I would like my $15 back as well. I went on the "chat" on the website and they refused to refund. I can see on the internet that they have many other complaints, about this and other issues. They also do not put contact info on the Bank site where you can click to get info about charges - many legit companies provide a number or other info. Thank you.

  

  Business Response

  Date: 10/12/2025

  Hi *****,
  
  Thank you for reaching out to Super.com and sharing your experience. We appreciate your communication and the opportunity to assist you.
  
  When booking through Super.com, the exclusive best available rates are offered specifically to Super+ members. To utilize these discounts, the option to enroll in Super+ is presented at checkout, with the membership only activated once confirmation is given. This membership is entirely optional and designed to provide valuable benefits such as cashback, exclusive discounts, and additional travel perks.
  
  We've thoroughly reviewed your account and can confirm that your Super+ membership has been successfully canceled. As a resolution, we've processed a refund amounting to $15, which will reflect in your account within the next 2-5 business days. You won't encounter any further charges.
  
  Your satisfaction is important to us, and we're here to ensure a positive experience. If you have any further questions or need assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/11/2025

  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.

  On 10/02/2025 We booked a room at the *********** ************************ for the night of 10/05/2025. They took our payment of $176.94 for the night but when we arrived at the hotel they said they had been booked fully for over a week and Super.com should not have confirmed our reservation. We ended up having to book another hotel further away for over $250. Now they are telling me that they will not refund us. The person I spoke to was very unhelpful and wouldn't do a thing.

  

  Business Response

  Date: 10/12/2025

  Hi *******,
  
  Thank you for reaching out to Super.com and sharing your experience with us. We appreciate your communication and are here to provide you with the best possible assistance.
  
  At this time, we are unable to assist directly due to a dispute being filed with your bank regarding this transaction. Once a dispute is initiated, all further communication and resolution efforts must be managed through the bank. Our role is to provide the bank with any requested documentation and supporting information to facilitate their investigation.
  
  As such, we cannot intervene or address the issue outside of the bank's process until the dispute is concluded. Had the dispute not been filed, we could have escalated this matter internally to review and resolve it.
  
  We recommend staying in touch with your bank for updates on the dispute. Rest assured, we are fully cooperating with their requests to ensure a thorough review.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 10/12/2025

   
  Complaint: 24004492
  
  I am rejecting this response because: No Dispute has been filed with the bank. This just shows how deceitful this company is!  This was put on our credit card and not through our bank and we have not filled a dispute YET!
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 10/13/2025

  Dear *******,
  
  Thank you for your follow-up email and for clarifying your situation. I appreciate the opportunity to provide some clarity on the matter.
  
  The dispute related to your transaction was initiated through ******, rather than directly with your bank. When a chargeback is filed with ******, it becomes their process to manage, and they work as the intermediary to resolve the issue between you and the service provider.
  
  During this active dispute period with ******, we are required to follow their process and provide any necessary documentation they request. This means we're unable to conduct further investigations into your reservation until the dispute is resolved.
  
  We recommend staying in close contact with ****** for updates on the process. Please rest assured that we are committed to cooperating fully with ****** to facilitate a thorough review.
  
  Thank you for your patience and understanding. If there's anything more we can do within the scope of this situation, please feel free to let us know.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 10/14/2025

   
  Complaint: 24004492
  
  I am rejecting this response because: I received a notice the ****** dispute had been denied because you told them we had a room. see below, I received this on 10/10 which is why I then posted this complaint. So once again you lied!

  Dispute Case ID
  ******************
  Transaction Amount
  $176.94 USD
  
  Dispute Amount $176.94 USD

  Transaction ID
  *****************

  Transaction Date
  October 2, 2025
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 10/15/2025

  Dear *******,
  
  Thank you for your follow-up email and for providing additional details. I understand how important it is to resolve this matter efficiently, and I appreciate your patience throughout this process.
  
  Our system currently indicates that the dispute with ****** remains active, and the status hasn't yet updated to show it as closed. This means we're awaiting confirmation from ****** to proceed with any further review of your booking.
  
  For the most up-to-date information and guidance, I recommend continuing to engage directly with ******. They will have the latest status of your case and can provide more specific insights on the next steps.
  
  Please rest assured that we are here to assist within the scope of this situation and are committed to cooperating fully with ****** to facilitate a thorough review and resolution.
  
  Thank you again for your understanding, and if there are further developments or questions, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/11/2025

  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.

  Super.com just charged me $15 and I have never signed up for their membership. I am not sure what this company does. I would like a refund and to cancel my member ship.

  

  Business Response

  Date: 10/11/2025

  Hi ******,
  
  Thank you for reaching out to Super.com. We appreciate your communication and the opportunity to assist you.
  
  It appears that your subscription to our membership was activated when you made a booking through Super.com in December 2024. The exclusive best available rates are offered specifically to Super+ members. To access these discounts, the option to enroll in Super+ is presented at checkout, and the membership is only activated once confirmation is given. This membership is entirely optional and is designed to offer valuable benefits like cashback, exclusive discounts, and additional travel perks.
  
  Weve reviewed your account and confirmed that your Super+ membership has been successfully canceled. Additionally, as a one-time exception, we've processed a refund amounting to $15 that you were charged. You should see the refund reflected in your account within the next 2-5 business days, and you wont see any further charges.
  
  Your satisfaction is important to us, and we're here to ensure a positive experience. If you have any further questions or need assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:10/11/2025

  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.

  super.com signed me up for a monthly subscription without my permission. they continue to charge me $15 that was undisclosed.

  

  Business Response

  Date: 10/11/2025

  Hi Kaley,
  
  Thank you for reaching out to Super.com. We appreciate your communication and the opportunity to assist you.
  
  It seems like your subscription was activated through our advertising channels with external partners, offering new users an onboarding credit ($20) when signing up for Super+. We have reviewed your account and can confirm that only the trial fee of $1.97 was charged which is non-refundable, and no other charges have been made. We have successfully canceled your membership, ensuring that no further charges will occur.
  
  Your satisfaction is important to us, and were here to ensure a positive experience with Super.com. If you have any further questions or need assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team