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:04/24/2025

  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 ordered some merchandise from a vendor called Third Love. Because It was my first order i was given a $20 credit. I assumed this credit would be for Third Love merchandise. However to redeem the credit I was required to open an account that included my contact information including a credit card number. As soon as the account was opened it became clear that the credit was with Super.com rather than Third Love.I saw right away that I had no interest an anything offered by Super.com and i was alarmed that I was enticed to give my credit card to a vendor I know nothing about. I immediately cancelled the account and received a text message confirming the cancellation. The next day, however, i saw that Super.com had charged me $1.97. The amount is admittedly very small, but I don't know what the charge is for and I am concerned that they will continue drawing money out of my account. I feel both companies: Third Love and Super.com are doing a shady business.

  

  Business Response

  Date: 04/25/2025

  Dear *******,
  
  Thank you for sharing your concerns about the Super+ membership trial period charge. We appreciate your diligence in reviewing your account activity.
  
  We've investigated the matter and confirmed that the $1.97 charge is related to our Super+ membership. We want to assure you that this membership is an optional subscription that requires approval to activate.
  
  We've taken action to ensure your account is fully cancelled, and there will be no future charges. As a gesture of goodwill, we've processed a refund of $1.97. You can expect the funds to reflect in your account within the next 3-5 business days.
  
  We appreciate your feedback and apologize for any confusion. If you have any further questions or concerns, please don't hesitate to contact us. We're here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super.com will not refund my money for a hotel room reservation and additional insurance I paid to be able to cancel.

  

  Business Response

  Date: 04/30/2025

  Hi Jessica, 

  Thank you for reaching out.
  
  We’ve taken time to fully review your case and escalated it to both the hotel and our travel partner to explore all available options. You booked an enhanced refund option as part of your reservation, which is an add-on feature designed to provide refunds under specific approved situations, such as medical emergencies, natural disasters, or flight cancellations. The full terms and conditions for this add-on are accessible via the link in your confirmation email.
  
  In this case, the reason provided for cancellation did not meet the criteria outlined in the policy, and the hotel also declined to authorize a refund due to their same-day cancellation policy. While we always aim to advocate for our customers, we are ultimately required to follow the guidelines set by both the hotel and the third-party protection provider.
  
  We recognize this isn’t the resolution you were hoping for, and we appreciate the opportunity to review this on your behalf. Should you have any other questions or need help with future bookings, our team is here to support you.

  Kind Regards, 
  Super.com

  Customer Answer

  Date: 04/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was never able to provide the reason why I was requesting cancellation, so to say my reason was invalid is not true.
  

  At the time I needed cancellation and attempted to request a full refund, I was in a remote area with limited internet access. The business only accepts Internet or app based requests for cancellation & refund. While I attempted to make my request to meet the timeline required for a refund, the poor internet service did not allow me to complete the business’s online form with accuracy and thoroughness.  There was no phone number provided (in the app, or on the confirmation email) to call.
  

  When I was able to locate a telephone number and call the business, the customer service representatives did not allow me to present the reason why I requested the refund, nor did they allow me to share my poor experience attempting to request a refund via app/web service. The lack of care for the customer was shocking and disappointing.  
  

  I was repeatedly told “our policy states that we cannot issue a refund”. They repeatedly talked over me, put me on hold, and dismissed me. At one point I was also told that I would need to contact the hotel at which their company had booked me a reservation to ask if I could get a refund-even though I’d paid Super.com to be the booking agent  and the reservation was associated with their business, and even though I’d paid an additional fee to be able to seek a refund. In short, Super.com refused to follow through on the service I paid for.  

  I’d like for other consumers to know that the business does not value the customer and is not reliable.  Consumers need to know their customer service is hidden and this business is not safe to work with. 

  If poor Internet service resulted in me losing out on the refund I’m owed, it’s disappointing.  But to dismiss customers and treat them rudely is unacceptable.
  

  The business had an opportunity to issue me a refund considering exceptional circumstances and the insurance fee I paid.  They refused  to. This is another opportunity for them to make this right.  I hope they do.  

  Sincerely,
  
  Jessica M*****

  

  Business Response

  Date: 05/01/2025

  Hello Jessica, 

  Thank you for following up. We understand the importance of clear communication, especially when it comes to cancellations and refunds, and appreciate the opportunity to clarify the options available for your booking.
  
  We’ve taken the time to fully review your reservation and all previous interactions. While we did explore refund options with both the hotel and our travel partners, they were unable to approve a refund due to the cancellation policy. However, since you included the Enhanced Refund add-on in your booking, there is still a path forward.
  
  Enhanced Refund is a special feature designed to support customers in a wide range of unforeseen situations, such as emergencies or disruptions. It follows a separate process from standard hotel refunds and must be submitted through the dedicated online form linked in your booking confirmation email. This system is secure, fully automated, and allows for applications to be reviewed within 24 hours. If approved, refunds are typically issued within 48 hours directly to your bank account.
  
  We understand there may have been challenges accessing the form due to limited internet service, and we’re here to help guide you in locating your confirmation email and completing the application. While our team cannot process these claims directly or override the system, we’re happy to support you through each step to ensure your request is submitted successfully.
  
  If you’d like assistance finding the link or navigating the submission process, feel free to reach out to our team—we’re always happy to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 05/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the link in the email does not work.  I receive a message stating that the application has been declined and is now closed.  I remain frustrated that someone at Super.com cannot recitfy this situation, especially considering I attempted to follow their procedure and when that didn't work, spent hours on the phone and am not trying to find a resolution through the BBB.  With all of the information i've provided, someone at Super.com can surely provide me with a refund via my original payment method.  I trust that this will be done promptly.  
  
  Sincerely,
  
  
  
  Jessica M*****

  

  Business Response

  Date: 05/03/2025

  Dear Jessica,
  
  Thank you for your follow-up email. We appreciate your feedback and understand your desire for clarity regarding your refund request.
  
  After escalating your case and speaking with both the hotel and our travel partner, we have confirmed that the hotel has decided not to process any further cancellations or refunds for your booking. As a result, we are unable to assist you further with a refund directly.
  
  It's important to note that our role is to facilitate bookings based on the terms set by our travel partners, and we do not have the authority to override their decisions. We value your understanding as we navigate these processes together.
  
  If you have any further questions or if there's anything else we can assist you with, please feel free to reach out. Thank you again for your patience, and we hope to provide a positive experience moving forward.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/05/2025

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

  I paid for the ability to get a refund and am not being provided a refund  

  
  
  
  Sincerely,
  
  
  
  Jessica M*****

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday April 19th, i had realized I mistakenly reserved a room at the wrong hotel. I worked directly with the incorrect hotel & correct one to cancel that reservation & then i placed a NEW reservation on Super.com for the correct hotel. However, after checking in the hotel staff had to call me down to the front desk & informed me that the voucher payment provided by Super.com was invalid & wasn't processing. I showed my payment voucher and the website information, but the front desk repeatedly said theres nothing they can do if the payment info provided by Super doesnt authorize. I had to pay out of pocket for the room, causing me to be double charged because of Super.com's negligence. I attempted to reach their customer support via both their website chat access AND a customer service phone number & both resources kept me in a waiting state for over an hour. No resolution was ever attempted because I never could stay on long enough to have someone actually speak to me.

  

  Business Response

  Date: 05/02/2025

  Dear Alyx,
  
  Thank you for reaching out to us about your recent experience. We appreciate your feedback and understand the challenges you've faced with your reservation.
  
  We want to assure you that we are actively looking into your concerns. Our support team is collaborating with our travel partners to investigate the matter regarding the payment voucher and to find a resolution for you. Your patience during this process is greatly appreciated, and we are committed to resolving this situation as quickly as possible.
  
  Once we have an update, we will provide you with a follow-up email to keep you informed of the progress. If you have any further questions or need assistance in the meantime, please don't hesitate to reach out. We're here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/24/2025

  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.

  September 28 2024 super.com a business ive never dealt with stole 1.97 and tried for 15 a few days later ive filed 5 disputes with **** *** .and there saying im the fraud and it was a reaccuring patment which is false..they closed my sccount im being punished as i was the scammer

  

  Business Response

  Date: 04/24/2025

  Dear Theodore,
  
  Thank you for reaching out to us about the Super+ membership charges. We appreciate you sharing the details.
  
  We've reviewed your account and confirmed that the Super+ membership is an optional subscription that requires approval to activate. According to our records, the membership started on September 28, 2024. We've taken action to cancel the membership on October 3, 2024.
  
  As a one-time exception, we've processed a refund of $1.97. You can expect the funds to reflect in your account within the next 3-5 business days.
  
  If you have any further questions or need assistance, please don't hesitate to contact us. We're here to help and hope this resolves the matter.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/24/2025

  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.

  I have noticed for months I have been having $15 taken out of my bank card. It would come out the same day as my car wash membership so I never looked deeper into it since I thought it may have been connected. Today, when I noticed the charge I decided to look into it. I have never used this site and never even heard of it. This is fraudulent and I am requesting all the money taken from me for months.

  

  Business Response

  Date: 04/24/2025

  Dear Joy,
  
  Thank you for reaching out to us about the charges you've noticed on your bank card. We appreciate you bringing this to our attention.
  
  We've investigated the matter and found that the charges are related to our Super+ membership, which is an optional subscription that requires your approval to activate. According to our records, the membership started on December 19, 2024.
  
  We've taken action to cancel your membership to ensure no further charges are made. As a one-time exception, we've processed a refund of $76.97. You can expect the refund to reflect in your account within the next 3-5 business days.
  
  If you have any further questions or need assistance, please don't hesitate to contact us. We're here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel on October 18th, 2024. Since then I have been charged monthly starting at 8$, and increasing to 15$ monthly by a mysterious and vague company called SUPERPLUS totalling 83$. I never agreed to a premium subscription when making a one-time hotel booking. I have no idea how I was unknowingly signed up as a member of their service, and I was charged without any consent or clear explanation. This has caused me significant concern, and I believe it constitutes fraudulent activity.

  

  Business Response

  Date: 04/24/2025

  Dear Brian,
  
  Thank you for reaching out to us about the Super+ membership charges. We appreciate you sharing your concerns.
  
  We've reviewed your account and confirmed that the Super+ membership is an optional subscription that requires approval to activate. According to our records, the membership started on October 18, 2024, which aligns with your hotel booking.
  
  We've taken immediate action to cancel your membership, effective April 24, 2025. As an one-time exception, we've processed a refund of $75. You can expect the funds to reflect in your account within the next 3-5 business days.
  
  If you have any further questions or need assistance, please don't hesitate to contact us. We're here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/23/2025

  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.

  4/21/2025 I booked a reservation for my daughter so she could take my grandson to *******************. I was shook up when I was making the reservation and put the wrong date (off my 1 day). I immediately relized my mistake so I immediately called. I talked to 3 different people and asked if they could change the date and I was told no they couldn't do anything to help me. The customer service is horrible!!!

  

  Business Response

  Date: 04/25/2025

  Hi *******,
  
  Thank you for reaching out to us about your recent booking experience. We understand that you booked a room for your daughter and grandson to visit *******************, and you accidentally entered the wrong date.
  
  We appreciate you contacting our customer support team to request a change. We want to explain that most of our bookings are non-refundable and non-amendable, which allows us to offer competitive rates. Our team has explored options with our travel partners and the hotel, but they have not approved a free-of-charge cancellation.
  
  We've escalated your case and thoroughly reviewed the situation. The hotel's policy is clear, and we've made our final assessment. Although we understand this may not be the resolution you were hoping for, we've made our final assessment, and we're considering this case closed from our side.
  
  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:04/22/2025

  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.

  All of a sudden out of nowhere I get a charge from someplace called super super a.k.a. super.com based out of San Francisco California in the amount of $15. I’ve never even heard of this company. I’ve never seen this company and I’m not sure how they got my banking information but now I’m having this dispute it with my bank! I had to get all new credit cards and debit cards. I looked them up and it said that they go into people’s accounts and charge them for a fake membership or subscription that doesn’t exist and that nobody authorized or consented to.

  

  Business Response

  Date: 04/23/2025

  Dear Christina,
  
  Thank you for reaching out to us about the charge from Super+ membership.
  
  We'd like to clarify that Super+ is an optional subscription service that requires customer authorization to activate. According to our records, your Super+ membership was activated on January 13, 2025.
  
  We've taken immediate action to cancel your Super+ membership, so you shouldn't see any further charges. As a one-time exception, we've also processed a refund of $30, which includes the two months transactions.  Please allow 3-5 business days for the funds to reflect in your account.
  
  If you have any further questions or concerns, feel free to reach out. We're here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/22/2025

  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.

  The website is manipulative. Each room listing has different options/rates/cancellation info on the front screen in green. I didn’t notice they were different until AFTER booking when I needed to cancel. We looked at Queens vs King beds. The Queen beds we were going to book had free cancellation in green. I switched to King beds so we’d be more comfortable. I checked out, seeing options below highlighted IN GREEN, not paying complete attention at the time - Plus having the 2 prices for members and non-members adding to the confusion. The website signed me up automatically because I chose the lower rate. I get my confirmation emails and there is nothing about no cancellation on my voucher I received. We booked 2 weeks before our trip and 3-days before our trip I tested positive for Covid. I filed the form with Super.com on 03/13/25 and called the hotel right after. The hotel cancelled my reservation due to my medical condition. I did not get a response from Super.com until almost 2 weeks later (03/26/25) by email stating: Unfortunately, despite our efforts, our travel partners denied the request for a complimentary cancellation. Therefore, we are unable to process a refund for this booking. My reply to the email has still gone unanswered. We didn’t get to go out of town, we didn’t use the services we paid for, our reservation was cancelled by the hotel and we didn’t receive a refund. I should have done my research before using this company to book our room, but it was the first to pop up in a ****** search and the rates were fair. I don’t know how they have an A+ rating after all the complaints posted for a similar issue to mine (even as far as the hotel NEVER getting the reservations AT ALL). I was never charged the $15 as I cancelled and removed my CC info from their site as soon as I saw the lack of communication and customer service.

  

  Business Response

  Date: 04/23/2025

  Dear Stephanie,
  
  Thank you for sharing your experience with us.
  
  We've reviewed your account and can see that a dispute has been filed with your bank regarding the transaction.
  
  At this time, the bank is handling the dispute, and we've provided them with the necessary documentation. According to our records, the chargeback status shows that it's in your favor. We recommend reaching out to your bank directly for further assistance and guidance on the next steps. They'll be able to provide you with updates on the dispute resolution process.
  
  If you require any further assistance, please do not hesitate to contact us.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/24/2025

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

  The dispute was not approved and the money was taken back out of the account. We only received a temporary credit that has since been reversed. It was not decided in our favor. You did not have to refund anything and were still paid for unused services that were cancelled by the hotel  

  
  Sincerely,
  
  
  
  Stephanie P********

  

  Business Response

  Date: 04/24/2025

  Dear Stephanie,
  
  Thank you for sharing the update on your account. We understand that the temporary credit was reversed, and we appreciate your persistence in trying to resolve this matter.
  
  Based on the chargeback information, it appears that the decision was made in your favor. Given this outcome, we encourage you to reach out to your bank directly to discuss the next steps and confirm that the chargeback has been processed according to their procedures.
  
  We're here to support you in any way we can, and if you have any further questions or concerns, please don't hesitate to contact us.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled to Dublin, Ireland from March 8th-14th.
  When I booked my hotel, it was a false site that led me to a site that looked like it was directly to the hotel site. I booked and they took payment up front and sent me a voucher for the hotel.
  It turns out it was not the hotel I was trying to book. It was a sister hotel of the one I was trying to book.
  I talked to the hotel that the reservation was made at and they said they would cancel the reservation at now cost to me for the mix up. They said it was booked through a third party site and they would have to refund me, which I didn't even know. I did not stay at the hotel, and they did not recieve payment. So this company is just holding the money.
  This site has had a few aliases with it and I don't even which company has stolen the money at this point. The last communication I got was from Super.com.

  

  Business Response

  Date: 04/23/2025

  Hi Jessica,
  
  Thank you for sharing the details of your recent experience with us.
  
  We appreciate you bringing this to our attention and understand that navigating different booking options can sometimes lead to questions.
  

  We've escalated your case to our support team, and they've reviewed the matter. We've processed a refund for you, and you can expect the funds to be available within the next 3-5 days to your original payment method.
  

  We're committed to providing a smooth experience for our customers, and we're glad we could assist in resolving this matter.

  If you have any further questions or need help with anything else, please don't hesitate to reach out. We're here to help.
  

  Best regards,
  Super.com

  Customer Answer

  Date: 04/23/2025

  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,
  
  
  
  Jessica H******