Complaints

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:06/24/2025

  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 don’t have a membership/subscription to ‘SUPER+’ no idea what it is or why I keep getting charged- 5/22/2025 got charged 15$ and charged me again 6/21/25 6/22/25 and 6/23/25!!! What the heck is this my bank won’t let me display this either

  

  Business Response

  Date: 06/24/2025

  Hi Autumn,
  

  Thank you for bringing this matter to our attention. We understand the importance of ensuring all charges are accurate and authorized.
  

  To clarify, the Super+ Membership is a subscription service that offers various benefits. Memberships are confirmed at checkout and are not added without consent. It's possible that there may have been some confusion during a booking or checkout process.
  

  Upon checking your account, we can confirm that the membership was already cancelled. In total, we have charged $16.97 to your account, and I have processed a refund for that amount. Additionally, there was an attempt to charge your account $45, but it was declined.
  

  Our dedicated team is here to ensure all matters align with your intentions and provide any further assistance you may need.
  

  We appreciate your attention to this matter and thank you for allowing us to address your concerns.
  

  Warm regards,

  Super.com Team
  

  
  

• Initial Complaint

  Date:06/24/2025

  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.

  On 4/10/25 I tried to book a hotel through Super.com. When the confirmation came through I saw right away that there was an error. The dates that I had originally put in had changed and put the day of (4/10/25) and not the dates I needed which were the next day (4/11/25). I believe it was a technical glitch. Right away I contacted Super within mere minutes I was talking to a representative. They were unhelpful and said that there was nothing to be done and they couldnt change the dates. In addition I had taken out an insurance with super as I was flying from a different state on this trip, I wanted to be covered incase there was delays/cancellations with travel. They said the insurance couldnt be used in my case either. This felt like a scam. How can this be happening ? I have a room booked that I cant use an error had occurred with their system that was picked up in mere seconds and no one willing to help me change the dates.I emailed Super asking to change the dates that I couldnt make the ones booked. No response. From the email you can see I acted promptly and all this was done within 22 minutes.

  

  Business Response

  Date: 06/26/2025

  Hi Gemma,
  

  Thank you for reaching out to us and bringing this situation to our attention.
  

  As a third-party booking platform, we work closely with hotels to resolve issues such as this. We contacted the hotel directly and spoke with *****, but unfortunately, they have denied the request to refund or change the booking dates. Despite our best efforts to negotiate on your behalf, the hotel was unable to approve any adjustments.
  

  We understand that this outcome is not what you were hoping for, and we appreciate how important your travel arrangements are. Please know that we have tried everything within our capabilities, but ultimately, this decision is final due to the hotel's policies.
  

  If you have further questions or need more information, please feel free to reach out.
  

  Thank you for your understanding.
  

  Best regards,
  Super.com

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23509964
  I am rejecting this response because: This is a scammy buisness practice. A technical glitch occurred, a computer ERROR which I picked up seconds after booking and I was offered no assistance in rebooking correct dates after contacting super through multiple methods. Ive paid a LOT of money for a service I couldnt use.

  Their response regarding contacting the hotel is a lie and illogical. Change them to what ? The dates are in the past. They didnt even thoroughly read my complaint. 

  
  Sincerely,

  ***** *******

  

  Business Response

  Date: 06/30/2025

  Hi Gemma, 
  
  Thank you for following up. We've taken another look at your case to ensure nothing was missed and to provide full transparency around what happened.
  
  We understand how important it is for travel bookings to reflect your intended dates, and we appreciate how quickly you reached out after noticing the issue. Our records show that shortly after the booking was confirmed, our team responded and advised that the reservation was non-refundablebut that wed be happy to cancel the booking and issue a credit if the hotel could confirm a complimentary cancellation.
  
  To support this request, we reached out to the hotel directly to ask if theyd be willing to approve a free-of-charge cancellation. Unfortunately, their management team declined, and without their authorization, were unable to override the terms of the booking.
  
  While this particular reservation falls within the hotels strict cancellation policy, were here if you need help with a future trip. Thank you again for sharing your concernswe always appreciate the opportunity to review and clarify.
  
  Best regards, 
  Super.com

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23509964
  
  I am rejecting this response because this is totally unjust. 
  The manner in which Super conducts business is super shady. Flat out lies. The statement about our team responded and advised that the reservation was non-refundable-but that we'd be happy to cancel the booking and issue a credit if the hotel could confirm a complimentary cancellation. Is categorically false. 
  It is mentioned that there are records, please could you share them? Im guessing not, because this was not ever said to me.
  I was at the hotel the next night (because as I stated initially in the dispute there was a glitch in the computer system, an error occurred that set the date to the day of ) I stayed for 2 nights and spoke with them and no mention of this at all when I brought it up. I found them super accommodating at the hotel so find this very hard to believe especially because I was staying additional nights whereas with the initial error booking was just 1. The fact that I was staying for extra nights would have been more profitable for Super too but it seems like they make the most money from tricks and scams and not running a reputable business. Its terrible that I have been charged ****** for absolutely nothing and spent hours going back and fourth with no decent resolution. I will make sure I spend my time more wisely and spread the word for people to avoid this business at all costs. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/02/2025

  Hi Gemma,
  
  Thank you for sharing your feedback and concerns with us. Your experience is important, and we want to address your points clearly and with understanding.
  
  Our goal is to provide the best possible rates, which sometimes involves booking options that are non-refundable and non-amendable. This allows us to offer competitive prices to our customers. We did reach out to the hotel regarding the possibility of a complimentary cancellation, but they did not approve it, even though we attempted to advocate on your behalf.
  
  We appreciate your proactive approach in discussing this matter directly with the hotel during your stay. While this may not be the outcome you were hoping for, this response concludes our involvement with this specific case, and any further discussions would need to be directed to the hotel directly.
  
  Thank you for your understanding and for the time you've spent addressing this matter. If you have any other questions or if there is anything more you'd like to discuss, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/23/2025

  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 June 21, 2025, I arrived at *** **** *** ********* * ***** for a confirmed reservation (******* *** **********) made through Super.com. However, the hotel refused to honor my reservation due to overbooking, and I received absolutely no prior notice from either Super.com or the hotel.
  
  I was left stranded late at night in an unfamiliar area after a long-distance drive, with no available accommodations nearby. This caused significant distress, exhaustion, and disruption to my travel plans. I attempted to contact Super.com support immediately, and an agent named ***** said they would confirm with the hotel and issue a refund within 24 hours — but they failed to follow up for several days.
  
  This is not a simple inconvenience, but a total failure to deliver a confirmed service. I am filing this complaint due to the lack of fulfillment, lack of notification, and the lack of timely customer support.
  
  Given the severity of the situation, I am requesting a **full refund and $400 in total compensation** for emotional stress, lost time, and travel disruption caused by Super.com's negligence.

  

  Business Response

  Date: 06/28/2025

  Hi Yufeng,
  
  Thanks for sharing your experience with us about your recent booking at *** **** *** ********* * *****. We appreciate the details you've provided and understand that your stay didn't quite meet your expectations.
  
  We've looked into your case and worked with the hotel to resolve the issue. We've secured a full refund for your booking, and $75.75 has been processed back to your original payment method.
  
  Thanks for bringing this to our attention, and we're glad we could help. If you have any further questions or concerns, we're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 06/28/2025

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• Initial Complaint

  Date:06/23/2025

  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.

  This site stole money out my account for a bogus ********************. I booked a reservation for the 3rd of June at Best Western Nogales AZ after arriving at the motel the ** said the reservation was for the 5th not the 3rd of June I immediately called Super.com customer service and explained the situation to thier rep. *** said have the motel cancel the reservation for the 5th and give her the cancelation number which the ** did ****** after that the rep. **** the money would be refunded in 3/5 business days after waiting 7 days I called again then thier rep. **** it'll take 14 business days Nothing they are a scam site I filled a fraud complaint with my bank. This business needs to be shut down for fraudulent business practices.

  

  Business Response

  Date: 06/28/2025

  Hi *******,
  
  Thanks for reaching out to us about your booking experience! We understand there was an issue with the reservation dates, and we appreciate you letting us know.
  
  We normally offer non-refundable and non-amendable reservations, which helps us keep prices competitive for our customers. However, we've worked with the hotel to make an exception in your case. We've secured a free-of-charge cancellation, and a refund of $135.46 has been processed to your original payment method. You can expect to see the refund in your account within the next 3-5 business days.
  
  Thanks for your patience, and we hope this resolution works for you. If you have any further questions or concerns, we're here to help.
  
  Best regards,
  Super.com 

  Customer Answer

  Date: 06/28/2025

  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:06/23/2025

  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 booked a stay, and they are telling me it is now a non-refundable booking, which is NOT what I selected. I expect this fixed or refunded IMMEDIATELY.

  

  Business Response

  Date: 06/26/2025

  Hi ******,
  

  Thank you for reaching out to us with your concern.
  

  I'm pleased to inform you that we've resolved the issue regarding your booking. The reservation associated with Order Number B_19162366 has been successfully canceled. Additionally, the refund for the amount of $131.61 has been processed and will reflect in your account within the next 3-5 business days.
  

  If there are any other details you'd like to discuss or if you need further assistance, please don't hesitate to reach out. Your satisfaction is our priority, and we're here to help.
  

  Thank you for your patience and understanding.
  

  Best regards,
  Super.com 
  

  
  

• Initial Complaint

  Date:06/23/2025

  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 June 19, I booked a room with a queen size bed at ***** * ********* through super.com. The reservation was for 3 nights. The hotel is located at *** * ******** **** ********** ** *****. When I arrived at the hotel, the bed looked significantly smaller than a queen size bed. I measured it and confirmed that it was closer in size to a full bed rather than a queen bed. I brought this up to the motel manager. I showed the manager that the bed was smaller than a queen size bed, but he argued with me. It was too late to change reservation, so I stayed the night at the motel then left the next day after I found a place to stay for the next two nights. I requested a full refund due to misrepresentation of the service I booked via super.com but they said that because ***** * says the bed is a queen size, They’re unable to provide a refund despite me sending them photographic evidence that the bed is smaller than a queen.

  

  Business Response

  Date: 06/30/2025

  Hi Aaron,
  
  Thank you for reaching out and sharing your experience with us. We understand your concerns and the importance of having accommodations that match your expectations.
  
  At Super.com, we are responsible for helping facilitate your reservation, while the hotel manages room conditions and amenities. We've escalated your case and communicated directly with the hotel regarding the situation. The hotel has chosen not to provide a cancellation or refund based on their assessment of the room.
  
  However, as a gesture of goodwill, we have issued a 20% travel credit that you can use towards future bookings. We hope this adds some ease to your future travel planning with us.
  
  If you have any more questions or need assistance, please don't hesitate to reach out. We’re here to support you and ensure your experience with Super.com is positive.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  While the hotel may claim that the bed provided is a queen-size, my photographic evidence clearly shows that the bed is less than 60 inches wide, which is below the standard dimensions of a queen-size bed (60” x 80”). This is an objective, measurable fact, not a matter of opinion.
  
  
  Therefore, the product I received was materially different from what was advertised, constituting a misrepresentation of the room features. Under consumer protection laws, this amounts to legal fraud, as I paid for a specific product—a queen-size bed—that was not provided.
  
  
  Super.com, as the booking platform, cannot abdicate responsibility for advertising and selling a product that does not match its description. Stating that this is solely the hotel’s issue ignores your obligations under consumer law.
  
  
  
  Sincerely,
  
  
  
  Aaron R***************

  

  Business Response

  Date: 07/01/2025

  Dear Aaron. 
  
  Thank you again for following up and providing additional context.
  
  As the booking platform, Super.com facilitates reservations and helps secure the best available rates, including exclusive non-refundable options like the one selected for your stay. However, it’s the hotel’s responsibility to manage their property, including room setup, amenities, and on-site service. Once check-in begins, any concerns regarding the condition or features of the room—such as bed size—are handled directly by hotel management.
  
  That said, we did our part in escalating this matter to both the hotel and our travel partners. The hotel confirmed that the room provided matched the queen room type booked. Because they declined to approve a free-of-charge cancellation or acknowledge a misrepresentation, we are unable to issue a refund under our current policies.
  
  We understand how important accuracy is when booking accommodations, and while we work hard to keep property listings as up to date as possible, we always recommend reaching out to the hotel directly before booking if you have specific questions about room setup or amenities.
  
  While a refund is not possible in this case, we’ve extended a 20% Super.com credit to your account as a gesture of goodwill, which can be applied to any future travel plans.
  
  We truly appreciate your understanding and hope to have the opportunity to provide you with a smoother experience next time. Please don’t hesitate to reach out if there’s anything else we can help with.
  
  Best regards, 
  Super.com Team

  Customer Answer

  Date: 07/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The statement “The hotel confirmed that the room provided matched the queen room type booked” is materially false, as evidenced by the photos I’ve uploaded. The photo I’ve uploaded shows the bed in the room I was placed in. As you can see, the number on the tape measure corresponding to the edge of the bed is 56-57”, indicating the width of a bed is 56-57”. This is not subjective. A 56-57” wide bed is closer to a full size bed rather than a queen, which should measure 60” in width. This is objective fact. The bed is nowhere near 60” wide.  ***** * is advertising Full size beds as Queen beds, which constitutes fraud. As the booking platform, you are facilitating fraudulent activity. The ******* ***** ********** Act prohibits deceptive or misleading advertising. If a super.com knowingly advertises false information such as advertising a full size bed as a queen size bed—activity of which you are now aware of—it could face *** investigation. When a consumer books a hotel room through a platform, the consumer enters into a contract with the booking platform. You have breached the contract by advertising a queen size bed when the beds being offered by ***** * are closer to full side beds. 
  
  
  Sincerely,
  
  
  
  Aaron R***************

• Initial Complaint

  Date:06/23/2025

  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 room through their website. After many pop ups and ads asking me to join their rewards, they booked me in the wrong ***** * ****** They advised me they can't change it if I don't cancel first. I called the motel and ***** * direct customer service line. They said they can't do anything I have to go through them. The booking was non refundable but it could be changed if I had a cancelation email

  

  Business Response

  Date: 06/24/2025

  Hi Daniel,
  

  I hope this message finds you well. We want to inform you about the outcome of our efforts regarding your booking at ***** * By ******* ******** (confirmation number (*********). Despite our extensive discussions with the hotel, they've decided not to proceed with a refund for the reservation at this time.
  

  We understand this isn't the outcome you were anticipating. Please be assured that we have communicated the importance of your request to the hotel management and advocated on your behalf.
  

  Thank you for bringing this to our attention. Our platform facilitates bookings, and the hotel manages final decisions on reservation modifications. We’re committed to clear communication and support throughout the resolution process.
  

  Thank you for your continued understanding and for giving us the opportunity to assist you.
  

  Warm regards,

  Super.com Team

  Customer Answer

  Date: 06/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The hotel and yourself refused to resolve it saying each of you can't without a response to from each other. Clearly there is a lack of communication and not having the same policies. Your representatives arrogance and no interest in the situation clearly is a poor signal of your policy. 

  Its obvious I would not book a roon in Virginia less than 24 hours before I was supposed to be there. 

  
  Sincerely,
  
  
  
  Daniel C***

  

  Business Response

  Date: 06/25/2025

  Hi Daniel,
  

  I hope this message finds you well. We want to inform you about the outcome of our efforts regarding your booking at ***** * By ******* ******** (confirmation number **********). Despite our extensive discussions with the hotel, they've decided not to proceed with a refund for the reservation, and this decision is final.
  

  As a third-party service, Super.com facilitates bookings and provides access to travel deals, while adhering to both our policies and those of our partner hotels. We must align with the hotel's decision regarding reservation modifications, as they manage their own policies and standards.
  

  We understand this isn't the outcome you were anticipating. Please be assured that we have communicated the importance of your request to the hotel management and advocated on your behalf.
  

  Thank you for your continued understanding and for giving us the opportunity to assist you.
  

  Warm regards,
  Super.com Team
  

  
  

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service 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 has me listed as receiving $114 on 6/14, yet has seemingly stolen my funds with dispersing it to me. Their customer support is ignoring me

  

  Business Response

  Date: 06/23/2025

  Hi Justin,
  

  Thank you for reaching out and sharing your concern with us regarding the $114 listed as received on June 14th. We understand how important it is for you to track these funds accurately, and we're here to provide clarity on this matter.
  

  I want to assure you that all your credits are available and intact in your account. If there seems to be any oversight or misunderstanding, please check your account dashboard or reach out to us for assistance on how to view these funds.
  
  

  Your feedback is valuable in helping us improve our services and ensure you feel fully supported. Thank you for your patience and understanding, and please feel free to reach out with any further questions or concerns.
  

  Warm regards,
  Super.com Support
  
  
  

  
  

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  the staff has decided to deny me the funds that i worked for. They have not offered and explanation for this injustice, except for a vague reference to a "termination" clause - yet no reference or evidence of any infraction on my part. I suspect retaliation and discrimination, and will be leaving reviews complaints and inquires to third parties and civil/federal authorities. This is theft and fraud. I need my full $114 in order cor this to be resolved, i have offered for my account to proceed with termination AFTER this request is met.
  
  Sincerely,
  
  
  
  Justin P*****

  

  Business Response

  Date: 06/27/2025

  Hi Justin

  Thank you for reaching out. It's important to us that all concerns are reviewed thoroughly and transparently.
  

  We wish to clarify that any actions related to account termination or withholding of funds are guided strictly by our terms and conditions, which include a termination clause for specific circumstances. We have noted that you successfully redeemed the rewards, and we are glad to see this. While we cannot discuss detailed account matters in a public forum, we assure you that all decisions are based on established criteria.
  

  To assist you further, please contact us directly provide clarity. We appreciate the opportunity to resolve this matter and will prioritize ensuring a fair review for your specific case.

  Warm Regards

  Super.com

   

  Customer Answer

  Date: 06/27/2025

  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,
  
  
  
  Justin P*****

• Initial Complaint

  Date:06/22/2025

  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.

  Date of transaction: Sun Jun 22, 2025 Check-In: Sun Jun 22, 2025 (4 PM)Check-Out: Mon Jun 23, 2025 (11 AM)I contacted customer service 3 times and was told they would cancel reservation and credit that account back to the amount I paid, and proceeded to hang up on me. The last time I called, right before making this complaint, I was told that they cannot cancel the reservation and credit the account back. I find this very misleading and un ethical. I would please like the account to be credited like I was told please and Thankyou.

  

  Business Response

  Date: 06/23/2025

  Hi *****,

  Thank you for reaching out to us and sharing your experience. We truly appreciate your feedback and are here to ensure this matter is resolved swiftly.
  

  To proceed with your request, we kindly ask for official documentation from the hotel indicating their approval of the cancellation. This documentation helps us communicate with our travel partners, allowing them to validate the cancellation. Once validated, we will be happy to process the refund for you.
  

  We appreciate your patience and cooperation as we work to achieve the best solution for you. Your satisfaction is important to us, and we're here to assist with any further questions or information you might need.
  

  Thank you once again for your understanding, and we look forward to resolving this for you.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23504556
  
  I am rejecting this response because:

  it was not the hotel that said I was able to cancel the reservation, it was your customer service representative employees who stated the would cancel the reservation and credit the account back l. I can provide the date and times I called. The first two calls I made I was told they were gonna cancel the reservation and credit my account, the last phone call was were I was told that they would not credit the account back. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 06/28/2025

  Hi *****,
  
  Thanks for sharing more about your experience with our team. We understand your concerns and appreciate the details you've provided about your conversations with our customer service representatives.
  
  We've taken another look at your case and want to ensure we're doing everything we can to help. As a reminder, our bookings are typically non-refundable and non-amendable, which helps us keep prices competitive for our customers.
  
  That being said, we've escalated your case for further review. To move forward with a potential refund, we do need the hotel's approval. We're happy to continue working with you and the hotel to explore options.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:06/22/2025

  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.

  To Whom It May Concern,
  
  I am writing to formally file a complaint against Super.com regarding what I believe to be false advertising, failure to honor a promotional offer, and difficulty canceling a trial membership.
  
  On June 22, 2025, I completed a food order through ******* and was subsequently presented with a promotional offer from Super.com. The advertisement clearly stated that if I registered for their service and uploaded a copy of my food order receipt, I would receive $20 cashback to use on their platform.
  
  Relying on this offer, I registered for the promotion, which required enrollment in a 5-day trial membership with Super.com. I then attempted to upload my receipt as instructed. However, upon submission, I received a message stating that the promotion was no longer available — despite the fact that it was actively promoted during my checkout experience. This constitutes a misleading and deceptive business practice.
  
  Following this, I attempted to cancel my trial membership immediately. Despite multiple efforts, I have not received any confirmation of cancellation or any assurance that I will not be billed at the end of the trial period.
  
  My Super.com account is associated with my phone number: **** *********
  
  To resolve this matter, I respectfully request:
  1. Immediate cancellation and written confirmation that my Super.com membership has been terminated.
  2. A guarantee that no charges will be applied to my account or credit card in connection with this membership.
  3. An acknowledgment that the promotion was advertised falsely or misleadingly.
  4. An explanation of how Super.com ensures the accuracy and availability of promotions presented to users at checkout.
  
  Attached to this complaint are relevant screenshots, including the original offer, my receipt, and the error message displayed when attempting to redeem the cashback.
  
  Thank you for your time and attention. I appreciate the BBB’s support in resolving this matter

  

  Business Response

  Date: 06/25/2025

  Hello H*****

  Thanks for reaching out to us. Your Super+ membership has been successfully canceled.
  

  If you had experienced any issues during the cancellation process previously, some possible reasons might have included:
  Incomplete Cancellation Process: Ensuring all steps are completed is crucial for successful cancellation.
  Timing of Request: Cancellation requests made very close to the renewal date could occasionally face processing delays, though this has now been addressed.
  Technical Issues: Any technical challenges during your previous attempts have been resolved, ensuring your membership status is now updated.

  We know things didn’t go as smoothly as we hoped. We’ve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and we’re on it to make things better.
  

  Warm regards,
  Super.com
  
  

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Here’s a professional and firm rejection message you can send to Super.com in response to their lack of proper follow-up after your BBB complaint:
  
  
  
  
  
  
  Subject: Follow-up on Unresolved BBB Complaint
  
  To Whom It May Concern,
  
  I am writing to follow up on the complaint I filed with the Better Business Bureau regarding Super.com and to formally reject the unsatisfactory resolution thus far.
  
  Following my complaint, I was contacted by a representative from your call center who offered to cancel my membership. I accepted this offer; however, I also made it very clear during that conversation that a significant part of my concern was the inability to cancel my membership through your app or website. In my opinion, this lack of transparency and functionality constitutes a misleading and potentially deceptive business practice.
  
  The representative assured me that I would be contacted by another team member to address the broader issue raised in my complaint. To date, I have not received any further communication or follow-up from your company.
  
  I would also like to note that the call in question should be available in your recorded call logs and can verify what was promised during our conversation.
  
  Given the lack of adequate response and resolution, I am rejecting your current handling of this matter. I remain hopeful that Super.com will take responsibility and implement meaningful changes to ensure transparency and fairness for future customers.
  
  Sincerely,
  
  
  
  Or H*****

  

  Business Response

  Date: 06/26/2025

  Dear H*****,
  

  Thank you for bringing this matter to our attention.
  

  We understand the importance of transparency and accuracy in our promotions and services, and we appreciate the opportunity to address your concerns.
  

  After reviewing the call and the details of your situation, we recognize that there was a hiccup with the membership cancellation process. We have escalated this issue to our headquarters and are actively working on fixing it. Your valuable feedback is appreciated and helps us improve our services.
  

  We can confirm that your membership has been successfully canceled. Please rest assured that no charges will be applied to your account or credit card, and we are committed to resolving this matter.
  

  If you have any further questions or require additional assistance, please feel free to reach out.
  

  Thank you for your patience and the opportunity to address these issues.
  

  Best regards,
  Super.com 

  Customer Answer

  Date: 06/27/2025

  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,
  
  
  
  Or H*****