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:05/17/2025

  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.

  An additional charge of $15 was undisclosed when I used the company to book a hotel reservation. I want the charge removed.

  

  Business Response

  Date: 05/19/2025

  Hi Chad,
  
  Thank you for reaching out to us about your concerns with your Super+ membership.
  
  Our Super+ membership is an optional subscription service that offers discounts, rewards, and exclusive benefits to our valued customers. To activate the membership, customers must provide their consent, and it's entirely up to them to decide whether to participate.
  
  Regarding your request to remove the charge, we've reviewed your account and can confirm that your Super+ membership has been cancelled, effective immediately. As a one-time exception, we're pleased to inform you that we've refunded the $15 charge. The refund will be processed and reflected in your account within the next 3-5 business days.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 05/19/2025

  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,
  
  
  
  Chad C*****

• Initial Complaint

  Date:05/17/2025

  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.

  5/17/2025 searched hotel prices on ****** for same day. Super.com was cheapest. I cannot speak to an agent for an existing reservation through them. In addition, the ****** ***** does not have an in person agent to speak to. Online people report same experience. I cannot confirm the reservation on either side.

  

  Business Response

  Date: 05/19/2025

  Hi Julia,
  
  Thank you for reaching out to us about your booking concerns with ***** ****** ** ****** ********* **********
  
  We've checked on your reservation, which was booked through our platform for check-in on May 17, 2025, and check-out on May 18, 2025.
  
  Regarding your concern about not being able to speak to an agent, we understand that sometimes direct communication with the hotel or our team can be helpful. However, many hotels, including ***** ****** ** ****** ********* *********, often operate with digital check-in processes and may not have on-site agents available at all times.
  
  If you have any questions or concerns about your stay or future bookings, our customer service team is available 24/7 via the Help Centre on our website and app. We're here to assist you with anything you need.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 05/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Super.com itself does not have a way to reach them after a reservation is made. Thisvis not acceptable. They only answer option 1, make a new reservation. Option 2, calling about an existing reservation, allows no way to speak to a person or to make an online query. This is not acceptable. 
  
  
  
  Sincerely,
  
  
  
  Julia D*****

  

  Business Response

  Date: 05/22/2025

  Dear Julia,
  

  Thank you for reaching out to us about your booking concerns with ***** ****** ** ****** ********* ********** We appreciate you bringing this to our attention and are here to help.
  

  We've checked on your reservation, which was booked through our platform for check-in on May 17, 2025, and check-out on May 18, 2025. Our team has verified the details to ensure we're addressing the correct booking.Regarding your concern about not being able to speak to an agent, we understand that sometimes direct communication with the hotel or our team can be helpful. However, many hotels, including ***** ****** ** ****** ********* *********, often operate with digital check-in processes and may not have on-site agents available at all times. This is a common practice in the hospitality industry, aimed at streamlining the check-in process and improving efficiency

  .
  If you have any questions or concerns about your stay or future bookings, our customer service team is available 24/7 via the Help Centre on our website and app. We're here to assist you with anything you need, from answering questions to helping with booking modifications.
  

  For further assistance or to follow up on your concerns, please don't hesitate to contact us directly at *****************. We're committed to providing you with the support you need to enjoy your stay.
  Best regards,
  Super.com

  Customer Answer

  Date: 05/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you have made no attempt to fix the inability of the customer to communicate with super.com after making a reservation. Consumers need to be aware that they will be unable to reach you in any way after making a reservation. As a third party seller, where the hotel may not have received the reservation, or have availability in the first place, this is not acceptable. Your company deliberately set this problem up and the consumer will be unable to get refunds from you in these common situations.
  
  
  
  Sincerely,
  
  
  
  Julia D*****

  

  Business Response

  Date: 05/29/2025

  Hi Julia,
  
  Thanks for getting back to us and sharing your thoughts. I totally get how important it is to have easy contact with support after making a reservation, and we're here to ensure that happens smoothly.
  
  For quick help, our live chat is super convenient. You can start a chat right on our website by clicking on Super.com Live Chat. If you need to speak with a human, just type "connect to an agent." Our live agents are ready to assist with Super+ and Super.com Wallet inquiries, Monday to Friday, 8 AM - 7 PM EST, and for hotel inquiries, we're available 24/7.
  
  You can also get in touch via our app. Simply click the floating chat icon or head to the 'More' menu and select 'Chat with Us'.
  
  If a phone call is more your style, we've got you covered with toll-free support in the US and Canada at ** ***** ********* Our hotel inquiry support is 24/7, and Super+ and Super.com Wallet help is available Monday through Friday, 8 AM - 7 PM EST.
  
  For international customers, just dial your country's international dial-out code, followed by 1, then our toll-free number. But to keep things easy and cost-free, our live chat might be the best way to go.
  
  We're all about making your experience with us smooth and transparent. Please let me know if there's anything else we can do to help.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I tried all avenues to reach a live agent either through chat or phone. Chat was not 'live' and did not offer an option to be live. Phone was only for new reservations. Even when you chose option 2, for existing reservations, it said this line is only for new reservations and if you have concerns look at your booking email. That email had no contact information. I have all of the time in the world to keep rejecting your inaccurate responses. Rather than fix your communication you will attempt to obfuscate and to cheat and upset your one time customers. I will enjoy seeing your business fail.
  
  Sincerely,
  
  
  
  Julia D*****

• Initial Complaint

  Date:05/17/2025

  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.

  As me and my one year old where literally on our way out the door i noticed my debit cards used to pay for the room where missing. So I put a 100$ on a ******* **** ***** As we get in the **** arrive at ******* by ****** ****** **** ********** ****** **** ***** north carolina the front desk says we need a debitcard with your first and last name and a $75 deposit . Being i somehow misplaced my ****** ******* Debit cards with money and my full name. Me and my one year old child could not check on. I do have a police report for the missing debit cards.

  Customer Answer

  Date: 05/19/2025

  Hello I just submitted a complaint form about super.com and ******* and ****** i booked the reservations thru super.com. as me and my child where headed out the door somehow my debit cards with my full name where misplaced me and my child where unable to check in. I do have a police report

  Sent from Tiffany H******* *********************************

  

  Business Response

  Date: 05/21/2025

  Dear Tiffany 
  

  Thanks for reaching out and sharing the details of your experience.
  

  We’ve reviewed your case and understand that you were unable to check in due to the hotel’s policy requiring a debit or credit card with your name on it for the security deposit. Since the property was not informed ahead of time about the issue with your card and held the room at your request, they applied a charge for the first night.
  

  That said, we’ve worked with the hotel to secure a refund for the second night of your stay. You’ll see that partial refund processed back to your original payment method, and it should reflect in your account within 3–5 business days.
  

  If there’s anything more we can help with, please don’t hesitate to reach out.
  

  Super.com
  

  Customer Answer

  Date: 05/21/2025

  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,
  
  
  
  Tiffany H*******

• Initial Complaint

  Date:05/17/2025

  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.

  This book inside scammed me out of cashback money dating back to February. Not to mention in the year 2023 to 2024 I accumulated over $300 worth of credits which vanished at the beginning of 2025. Now they’re telling me I will get cash back from bookings that I do every day because I stay in hotels, however, I have not received any cash back. Now, after giving me the running around for more than two weeks they tell me that I’ve reached the limit and can no longer accept cashback. Which I know is an absolute lie because why did it take two weeks to identify that problem? These people are scamming out of money and lying about the services they provide.

  

  Business Response

  Date: 05/19/2025

  Hi Rea,
  
  Thank you for reaching out to us about your Super+ membership concerns. We've already looked into this matter and sent a follow-up email. I'd like to provide further clarification on the cashback benefits.
  
  Our Super+ membership program offers cashback benefits with limits on maximum earnings from travel bookings. Specifically, the limits are $100 per month and $500 per year in Super Travel Credits. After reviewing your account, we determined that you reached the yearly limit of $500 on February 13th, which is why you didn't receive cashback for subsequent bookings.
  
  We can see that you've cancelled your Super+ membership subscription, and we'd like to confirm that no further charges will be made.
  
  If you're interested in maximizing your credit earnings in the future, you might consider applying for the Super Pay Card, which offers higher limits: $100 per day, $250 per week, and $1000 per month in Super Travel Credits.
  
  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:05/17/2025

  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’m filing this complaint to expose what I believe is a deliberately deceptive and exhausting scheme Super.com uses to avoid issuing refunds for hotel bookings.
  
  I booked a hotel through Super.com and later needed to cancel. Super.com appeared to agree to the refund, but only if I could obtain a written confirmation of the cancellation directly from the hotel. At first glance, this might seem like a reasonable condition. But in practice, it’s a trap built on bureaucracy.
  
  Since the booking was made through a third-party platform (Super.com), the hotel flat-out refused to provide me with any direct cancellation confirmation, saying they could only communicate with the booking agency (Super.com). So I went back to Super.com—only to be told they “do not have the authority” to contact the hotel on my behalf.
  
  This creates an endless loop where both sides deny responsibility, and the customer is left stuck in the middle—frustrated, exhausted, and ultimately cheated out of a refund. This is not just poor service; this is a system designed to wear customers down through deliberate stonewalling and misdirection. The whole experience felt like an orchestrated scam exploiting bureaucratic red tape to avoid accountability.
  
  To make matters worse, the only option for support is through lengthy, unproductive phone calls and vague promises of follow-ups that never come. It becomes clear that the goal is to grind down the customer’s willpower until they give up entirely. This tactic is not just unethical—it borders on fraud.
  
  Consumers should be warned: Super.com is not just unreliable—they may be using deceptive practices to retain your money through deliberately impossible refund conditions. Avoid them at all costs.

  

  Business Response

  Date: 05/19/2025

  Hi Qiming,
  
  Thank you for sharing your experience about your recent booking with us. We appreciate the details you've provided.
  
  We've reviewed your case and taken steps to resolve the issue. After speaking directly with the hotel, we were able to secure a free-of-charge cancellation. We're pleased to inform you that the refund has been processed to the original payment method and will be available within the next 3-5 business days.
  
  We appreciate your feedback and are committed to improving our services. If you have any further questions, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:05/16/2025

  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 used a company to book a hotel during a move and they keep randomly charging me.

  

  Business Response

  Date: 05/19/2025

  Hi Zulay,
  
  Thank you for reaching out to us about the Super+ membership charges.
  
  Super+ is an optional subscription that customers can choose to activate. In your case, we've reviewed your account and cancelled the membership to prevent any future charges. We've also processed a refund of $30 as a one-time exception, covering all charges related to the Super+ membership. You can expect the funds to reflect in your account within the next 3-5 business days.
  
  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:05/16/2025

  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 signed up for this on September on 2024. After a few days I cancelled my membership only to realize that they were still taking it out of my account today. Didn't really notice until today that they were still charging me. When I contacted the site they said they can only refund me 15 dollars but have changed me 120 dollars over the span of 8 months when I only should have been charged the 15.

  

  Business Response

  Date: 05/19/2025

  Hi Robin,
  
  Thank you for reaching out to us about the Super+ membership charges.
  
  We've escalated your case and taken action to cancel your membership to prevent any future charges. We've reviewed your account and processed a refund of $105 to the original payment method, in addition to the previous $15 refund. You can expect the funds to reflect in your account within the next 3-5 business days.
  
  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:05/16/2025

  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.

  During check out there was an extra option for a fee, in bold letters "enhanced refund policy, cancellation until ***" so I selected it. As soon I checked out I got a message that this is basically trip insurance rather than flexible booking. so I need evidence of an emergency to cancel. I immediately reached out to customer service explaining the mistake and they just keep repeating no refund.. Even tho it was within 30 seconds so I really hadn't gotten any coverage yet. Clearly a legal scam. no reason they couldn't refund it within 30 seconds of checking out. I understand if it was a week or day later.

  

  Business Response

  Date: 05/19/2025

  Dear Samer, 
  
  Thank you for sharing your feedback.
  
  We appreciate you reaching out and understand the concern regarding the enhanced refund policy. This optional coverage is offered during checkout, and the terms and conditions—including the non-refundable nature of the purchase—are clearly outlined before payment is completed.
  
  As previously shared by our support team, by proceeding with your purchase, you acknowledged and agreed to these terms. Because this protection becomes active immediately upon confirmation, we're unable to process a refund, even if the request is made shortly after checkout.
  
  We understand this may not have been the outcome you were hoping for, but we hope this provides clarity around the policy and how it’s applied.
  
  Best regards, 
  Super.com

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Oh the policy is clear.  I said multiple times it was my mistake for not reading the entire policy while checking out as I did everything in a rush at work.

  I just submitted this complaint as a warning to everyone else that just because you sometimes have better prices doesn’t mean it’s a better deal.  Forget about good will and customer satisfaction, There should be a grace period for any online transaction given how easy it is to click the wrong button.  All I needed was 30 seconds.  
  Also, enhanced refund is a misleading term.  Call it what it is, travel insurance.  Maybe you don’t because people would more easily know the difference if that’s what it was called.

   

  
  
  Sincerely,
  
  
  
  Samer I******

  

  Business Response

  Date: 05/20/2025

  Dear Samer,
  

  Thank you for sharing your feedback.
  

  We appreciate you reaching out and understand the concern regarding the enhanced refund policy. This optional coverage is offered during checkout, and the terms and conditions—including the non-refundable nature of the purchase—are clearly outlined before payment is completed.
  

  As previously shared by our support team, by proceeding with your purchase, you acknowledged and agreed to these terms. Because this protection becomes active immediately upon confirmation, we're unable to process a refund, even if the request is made shortly after checkout.
  

  After reviewing your case, we've confirmed that our policy was applied correctly. This concludes our review of your request, and our decision is final. We hope this provides clarity around the policy and how it’s applied.
  

  Best regards,
  Super.com
  

  Customer Answer

  Date: 05/21/2025

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

  You’re just repeating yourself.  I know the policy was applied correctly.  I just need to make it clear that your policy and actions are in bad faith.  

  
  
  
  Sincerely,
  
  
  
  Samer I******

• Initial Complaint

  Date:05/16/2025

  Type:Order 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 noticed that this company is charging me $15.00 every month on the 16th. The charges started in February where it seems they posted a small fee to my card to see if it is valid. I have never heard of this company and never signed up to any services. If I have signed up they should be able to provide the membership agreement to me with details where I signed and accepted their terms, else I consider this fraud and want my money back and recurring charges canceled immediately.

  

  Business Response

  Date: 05/16/2025

  Dear *****,
  
  Thank you for reaching out to us regarding the charges on your account. We appreciate the opportunity to assist you.
  
  The Super+ membership is an optional subscription that provides various benefits, including discounts and cashback on bookings. This membership requires your authorization to activate, and we take customer consent very seriously.
  
  With the contact number you provided, we are unfortunately unable to link it to an account. To help us investigate this matter further, could you please provide us with the last four digits of the card used or any account number associated with the membership? This information will assist us in locating your account and addressing your concerns appropriately.
  
  If you have any further questions or need assistance, please feel free to reach out. We're here to help!
  
  Thank you for your understanding, and we look forward to hearing from you soon.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/16/2025

  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.

  05/16/2025 - I see 2 completely unknown pending charges of $15 on my debit card I then go to look at where the charges came from and find super.com Then I see that I have an account and membership with them, which is strange because Ive never heard of super.com and definitely didnt sign up for a membership. I then have to call my bank to cancel the pending charges and change my card number, then wait 7 days for a new card

  

  Business Response

  Date: 05/16/2025

  Dear Westin,
  
  Thank you for reaching out to us regarding the charges youve noticed on your debit card. We appreciate you taking the time to share your experience.
  
  I understand that discovering unexpected charges can be concerning. The Super+ membership is an optional subscription that provides various benefits, including discounts on bookings and cashback on purchases. Activation of this membership requires your explicit authorization.
  
  If you have any further questions or need assistance with anything else, please feel free to reach out. Were here to help you!
  
  Thank you for your understanding.
  
  Best regards, 
  Super.com