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:04/07/2025

  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 was told on the website that I would get a $20 cash back on a online purchase that I had just made, if I signed up for the website and put in specific information about the purchase. I then did everything and put in the picture of the receipt of the purchase and pressed the conformation button (keep in mind that I had tried this quite a few times), I then waited and after about 30 seconds I saw a little pop up saying that there had been and issue and that it simply didnt work, I waited and pressed the button again but got the same result. After a while of pressing the button I assumed it was a scam, Im very upset about this because I had also gotten charged yet the website gave me absolutely nothing. I would really like my cash back, and Im hoping that I dont have to sue the place to get it.

  

  Business Response

  Date: 04/08/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We truly appreciate the opportunity to clarify the situation and address your concerns.
  
  We see that you signed up for the Super+ membership, and the only transaction recorded is the $1.97 charge for the trial period. To qualify for the $20 cashback, it's important to sign up for Super+ through an advertisement that appears on your order confirmation page or in an email after making a purchase from a third-party site, such as ***** Lyft, or Ticketmaster.
  
  To assist you further, we encourage you to provide any proof of the transaction you mentioned in your initial email. This information will help us better understand your situation. Additionally, if you would like us to cancel the Super+ membership, just let us know, and well be happy to take care of that for you.
  
  As a Super+ member, you can enjoy benefits like unlimited cashback on purchases, opportunities to earn money through games and surveys, credit building, cash advances up to $200, premium flight alerts, discounted theme park tickets, and gas discounts.
  
  If you have any further questions or need assistance, please feel free to reach out. We're here to help ensure you have a positive experience.
  
  Thank you for your understanding!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/07/2025

  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 had a booking with Super.com from March *****, 2025 We experienced a medical issue and had to go back home early. We spoke with the hotel manager and she approved ammending the booking. I requested a refund from Super.com and they stated they want an email from the hotel to confirm and they sent me a link to forward to the manager. I sent the link to the manager and the manager of the hotel responded to the link and confirmed the approval to the amendment. Super.com claimed they never received the email. The manager called them and spoke to a ***, she sent another email and Super.com *** confirmed she received the email for approval and would process the refund in 7-10 business ******** super.com is claiming that never happened, they never received an email or phone call and are with holding my refund.

  

  Business Response

  Date: 04/10/2025

  Hi *****, 

  We understand how important it is for things to go smoothly, especially when unexpected circumstances affect travel plans. Our team reviewed your case thoroughly, including communications with the hotel, to ensure everything was handled appropriately.
  
  Were pleased to confirm that a partial refund of CAD $103.40 has been successfully processed for your reservation under booking ID **********. This amount was issued to your original payment method, and you should see it reflected on your account depending on your banks processing time.
  
  We appreciate your efforts in working with the hotel to provide confirmation, and were glad we were able to finalize the refund for you. Should you need anything else, our team is always here to help.

  Kind Regards, 
  Super.com

• Initial Complaint

  Date:04/07/2025

  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 successfully cancelled both of my Super.com memberships on November 7th, 2024 (see email confirmations)
  
  I am disappointed to see that I have been charged monthly (see attachment) for this service after being told that both if my memberships had been successfully cancelled.
  
  I am looking to receive a refund for the months in which I was erroneously charged.

  

  Business Response

  Date: 04/07/2025

  Dear Kaitlin,
  
  Thank you for reaching out to us about the charges on your account. We appreciate you taking the time to bring this to our attention.
  
  We’ve escalated your case and tried to call you to find the best solution for you. To assist you further, we would love for you to contact us directly. This way, we can discuss the details and ensure we address your concerns thoroughly. Once we connect, we will be happy to look into your refund request for the months you were charged.
  
  Thank you for your cooperation, and we look forward to hearing from you soon!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/30/2025

  Hi Shyan.

  
  

  Thanks! 

  
  

  I guess I am a little confused as to why the refund cannot be in check form, as they sent me a check refund for my SuperPay card balance just last month.

  
  

  I would prefer check, but if it is really not feasible on their end for whatever reason then I will go ahead and create a ****** account.

  
  

  Thanks again for your help!

  
  

  Regards,

  
  

  Kaitlin A

  

  Business Response

  Date: 05/31/2025

  Hi *******,
  
  Thank you for reaching out and for your patience as we address this matter.
  
  We have carefully reviewed your request, and typically, we are able to process refunds only to the original payment method. If the card happens to decline the refund, then we would be able to issue it through ****** as an alternative.
  
  I recommend waiting until Monday to check on the status of the original refund. If it is declined, we will be more than happy to facilitate the refund via ******. In the meantime, please feel free to provide your ****** email address or ID to ensure a smooth process.
  
  We appreciate your understanding and are committed to assisting you. If theres anything more you need, please dont hesitate to reach out.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/07/2025

  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.

  Was charged a 15$ membership fee for a membership I never applied for. The 15$ was charged to my daughters ***** Account

  

  Business Response

  Date: 04/07/2025

  Dear Carrie,
  
  Thank you for reaching out to us regarding the charge for the Super+ membership. We appreciate the opportunity to assist you.
  
  We have checked our records, and at this time, we are unable to locate a Super+ membership using the details provided. To help us investigate this further, could you please provide us with the first six and last four digits of the card used for the transaction, the transaction date, the amount charged, and the cardholder's name?
  
  The Super+ membership is an optional subscription that requires customer approval to be activated. We want to ensure that we address your concerns accurately, so your assistance with this additional information would be greatly appreciated.
  
  Thank you for your understanding, and we look forward to resolving this matter for you.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/06/2025

  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.

  Unauthorized charge from super+ on April 6, 2025. Just want my money back.

  

  Business Response

  Date: 04/07/2025

  Dear Esne,
  
  Thank you for reaching out regarding the charge on your account. We appreciate the opportunity to assist you.
  
  The charge you observed on April 6, 2025, was associated with our Super+ membership, which is an optional subscription that requires customer activation. We have canceled the membership to ensure no further charges occur.
  
  As a one-time exception, we have processed a refund for the $15 charge. You can expect to see the funds reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need assistance, please feel free to reach out. We are here to help!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 04/07/2025

  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,
  
  
  
  Esne D****

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair 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.

  We booked a 4 night stay at *********, Biloxi thru 3rd party Super.com from 3/30-4/3 2025. We arrived at ********* and checked in. Upon arriving at room we found deplorable conditions. There was f**** on toilet seats, horrible smell, filth and dust all over the room and light switches We immediately went down and spoke to ******* *******. She gave us new room and verbally informed us that she was refunding 1 night thru hard rock and the remaining 3 days would be returned via virtual card to Super because we used 3rd party. We immediately contacted Super.com to process our refund. We were told by agent to provide the email from Ms ******* which we did. We informed her that we were to receive 3 days refund and hard rock was refunding one. We had to do it that way due to 3rd party booking. The agent reviewed the email and informed us verbally and by written email that we were going to be refunded $****** in 2-5 business days. So to us everything was correct because that ****** was three nights refund and we thought that hard rock would refund the one night upon our checkout. When we checked out they said no we had to contact Super.com and tell them that on their end they had given us one night and they would provide us with the difference. We did not receive our ****** within the promised time so we called to inquire about the remaining *****. The agent told us that hard rock refunded us already and we were trying to get it refunded twice. I told him no and he said we had to get proof from hotel. We did this and called for a third timeWe were then told by ***** at Super that they had made a mistake and we would not get any money except the one night. I told ***** the previous agent required us to send the email as proof and we did. She then gave us the amount of ****** which was consistent with the three days we were told. ***** said the agent made a mistake and we would only get back one night total. And furthermore the hard rock employee was contacted and lied.

  

  Business Response

  Date: 04/09/2025

  Dear Rida/*****,
  
  Thank you for reaching out to share your experience regarding your stay at the *************** & Casino in ******. We appreciate your feedback and the opportunity to assist you.
  
  We am pleased to let you know that we have processed a partial refund of $92 to your original payment method. You should see this amount reflected in your account within the next 3 to 5 business days.
  
  We truly appreciate your understanding and patience as we resolved this matter. If you have any further questions or need assistance, please dont hesitate to contact us. Were here to help!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23167644
  
  I am rejecting this response because:
  We spoke to support and were verified by email as well as verbally from their employee (after we sent the proof she requested) that we were being refunded ****** dollars. We waited on our refund the allotted amount of time and then when we called about this matter we were then told their employee made a mistake. It was not a mistake number one. Even if we verbally told her it was for three nights and hardrock was to return the remaining night, she got the amount correct and had to do research to verify the amount which she did by requesting the email from hotel. It is not our fault that the employee supposedly made a mistake like the new agent tried to pass off. Super got paid ahead for entire trip and we did everything they required for our refund. They lied and did not even process our promised and put in writing amount of ******. They did not even have the courtesy to let us know of their supposed mistake! They were so unprofessional and are just trying to scam customers when they legally were given refunds! We were depending on that money since they put it in writing and now my account is off thanks to their negligent practices! Not only that we take care of a family member who is disabled so we rarely get to go on a trip! Not only was our entire trip ruined but then having to waste hours of precious time being run around by Super and we indeed provided them with documents they required! They need to honor the refund they promised us of ******. We never complain about anything, but this was genuinely the worst experience we have ever had with travel and 3rd party scammers Super.com. We so appreciate your assistance in helping us regain what we lost!
  Sincerely,
  
  Rida/***** *******/*******

  Customer Answer

  Date: 04/10/2025

  Rida Rahmoun is the name on the reservation. ***** ******* is the listed second ****** on the reservation.

  I believe this is information you are requiring.  If you need more please let me know.

  

  Business Response

  Date: 04/16/2025

  Dear Rida/ *****,
  
  We've received your email and have reopened your case to take another look. After speaking with our travel partners, they've confirmed that the hotel has approved a refund for one night of your reservation.
  
  As a booking platform, we manage the reservation process, while the hotel is responsible for the services and experiences provided at the property, including handling refunds according to their policies. We understand that you were promised a refund of $276, however, this was not the approved refund amount.
  
  We recommend reaching out to the hotel directly to discuss your refund and see if there's anything further they can assist with. They're best equipped to help with any questions or concerns related to their policies and procedures.
  
  We appreciate your feedback and understand this may not be the resolution you were hoping for. If you have any further questions or concerns, feel free to reach out.
  
  Best regards,
  Super.com
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23167644
  
  I am rejecting this response because:
  You all are trying to say that the hotel is responsible and while this is true, you all are the party we paid for the trip and we did exactly as we were instructed to do by you and the hotel. When we called you you all told us we had to provide email from hotel manager which is what we did. Your agent then reviewed the email and made a decision to refund us the ******. She did not get this number out of the air and even if we relayed what the hotel said we were owed,there is no business that I know of that would just take a customers word and not do the due diligence before offering them in writing that they were to be refunded ******. And we waited more than the allotted time of business days and when we still did not receive our money we had to call. Only then were we told by another agent that sorry the previous agent made a mistake! This is not how you do business. Not only was this put in a formal email from your agent, we were never even given the courtesy of a call to say you made a mistake in the first place! We followed all the guidelines to get our refund and you all renigged on your refund! This is beyond unprofessional and wasted many hours needlessly on the phone providing everything you all required us to provide! We paid you and not the hotel for this trip upfront! We are sorry you supposedly made a mistake but it is now up to you to make this right! You put it in writing and should be made to honor it! Please do the right thing and refund us the amount of ****** you owe us! Thank you
  Sincerely,
  
  Rida Rahmoun

  

  Business Response

  Date: 04/17/2025

  Dear Rida,
  
  Thank you for your follow-up email and for sharing your concerns.
  
  We've reopened your case and conducted a thorough investigation. After reviewing the details, we've processed a refund for $184.00. Funds will reflect in your account within 3-5 days.
  
  Our support team has already sent you a follow-up email with the details. We understand this may not be the outcome you were hoping for, and we appreciate your understanding.
  
  We're considering this case closed from our side, but we're here to help if you have any further questions or concerns.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/18/2025

  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,
  
  Rida Rahmoun

• Initial Complaint

  Date:04/05/2025

  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 had 3 hotel stays that the hotels cancelled my reservations and super.com would not refund my money.
  
  They were *** **** *** April 1st-2nd 2025 confirmation number ********** for $63.34
  
  ******** plus march 14-19, 2025 $343.44
  Confirmation **********
  
  ********** *** *** ****** Feb 20-27, 2025 $644.15 confirmation **********

  

  Business Response

  Date: 04/08/2025

  Dear Kaitlyn,
  
  Thank you for reaching out regarding your hotel reservations. We appreciate your patience as we review your case.
  
  We have reopened your account and taken action on your bookings. For your reservation at *** **** *** (confirmation number **********), we have processed a refund of $63.34 to your original payment method, along with $6.10 credited to your account. Regarding your stay at ******** Plus (confirmation number **********), we have issued a partial refund for 4 nights, amounting to $229.20 to your original payment method, as well as $45.52 in credits.
  
  Currently, we are in the process of discussing your booking at ********** *** *** *****s (confirmation number **********) with our travel partners, and we will follow up with you as soon as we have a resolution.
  
  The refunds to your original payment method will be available within the next 3 to 5 business days, and the credits can be used immediately for your upcoming bookings.
  
  If you have any further questions or need assistance, please feel free to reach out. We are here to help!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/05/2025

  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 hotel via super.com on 4/4/25 for the same night. The hotel was unable to find my reservation and I was unable to check in. I had to purchase another room directly from the hotel. It took over an hour to reach a representative at Super.com and they were not helpful. Eventually they emailed me asking if I wanted a refund. I replied immediately saying yes. Since then I have heard nothing and the charge is still on account. I want my money refunded.

  

  Business Response

  Date: 04/07/2025

  Dear David,
  
  Thank you for reaching out regarding your recent hotel reservation. We appreciate your patience as we address your concerns.
  
  Our system confirms that we processed a refund for your reservation with the booking reference number ********** on April 5, 2025. You can expect the funds to clear in your account within the next 3 to 5 business days.
  
  The reason the hotel was unable to find your reservation was due to the limited time for our travel partners to process the booking prior to check-in. We understand how important it is for everything to go smoothly, and we appreciate your understanding in this matter.
  
  If you have any further questions or need assistance, please don’t hesitate to reach out. We are here to help and support you.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/05/2025

  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.

  This company I have never used this company for anything ever, to put it this way: I have NEVER even opened their website or anything and they had me subsribed to them without my authorization I found out by noticing an attempt to charge my card which was notified to me by the card carrier, I looked online and saw this has happened to multiple other people in the same fashion, this site is a scam. This led me to cancel my card

  

  Business Response

  Date: 04/05/2025

  Dear *****,
  
  Thank you for reaching out to us regarding your concerns. We appreciate the opportunity to address your situation.
  
  I want to inform you that your Super+ membership has been successfully canceled as of April 5, 2025. This membership is an optional service that requires the customers consent to activate.
  
  As a one-time exception, we have processed a refund for $30, which you can expect to see reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need assistance, please dont hesitate to reach out. We are here to help!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/05/2025

  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.

  Super.com has a selection to click to pre pay for Continental breakfast. When i arrived at the hotel informed then breakfast is free and they do not charge for it.
  
  The additional fee super.com charges does not show up as a line item on the hotel receipt. I reached out to their customer support and they informed me the free Continental breakfast cost $12 per night and they refused to refund me.
  
  The website will allow you to book the hotel with or without the selection of the prepaid Continental breakfast. But the selection is misleading, it's appears that if you do not click it you will not receive the free continental breakfast when this is not the case.
  
  Super.com should not be charging people for a service that is free at the hotel.

  

  Business Response

  Date: 04/07/2025

  Dear Brandan,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your feedback and the opportunity to address your concerns regarding the Continental breakfast charge.
  
  We have looked into the matter and understand your perspective. As a one-time exception, we have issued credits to your account in the amount of $24, which reflects the value of the service you mentioned. These credits can be applied to your future bookings with us.
  
  Your feedback is valuable, and we want to ensure that our offerings are clear and accurate. If you have any further questions or need assistance with anything else, please feel free to reach out. We are here to help!
  
  Thank you for your understanding, and we look forward to assisting you further.
  
  Warm regards,
  Super.com