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:01/09/2025

  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.

  I am being charged $15 a month for a website I have never even visited. I was charged 5 times for a membership I NEVER subscribed to. I was charge twice in the month of January alone (01/05 & 01/08). I want my money ******** want the charges to stop! PLEASE! I am a hardworking & honest ************** do not have the money to spare. This has made my life extremely hard with having to cancel my credit card and all of my ACTUAL subscriptions. I cant even log into any account to look at the alleged membership because I dont HAVE an account!! I have never even heard of this website prior to seeing charges on my credit card!

  

  Business Response

  Date: 01/17/2025

  Dear *****,
  
  Thank you for bringing this to our attention. After reviewing our records, we have identified the charges mentioned. To ensure this is resolved promptly, we have processed a full refund for all charges. This refund has been initiated today and will be credited back to your original payment method within 3-5 business days, depending on your bank's processing times.
  
  Additionally, the associated membership has been canceled to prevent any further charges. If you have any other questions or require further assistance, please dont hesitate to reach out. We appreciate your patience and understanding as we address this matter.
  
  Warm regards, 
  Super.com

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/08/2025

  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.

  On Jan 7, 2025 just after receiving a weekly unemployment deposit into my account my bank debit card showed a $15.00 fee purchase pending from Super*Super+ with **************** location. I do not know this company, I have not done any business with this company nor did I authorize any payment(s) from any bank account to them for any membership or service or product.This was fraud plain and simple. As a result I had clear all funds out of the account and have my card issuing institution cancel that card and issue me a replacement. A very frustrating occurrence. I see per this BBB that this Super*Super+ entity has several complaints of exactly the same type for exactly the same fraud transactions. Please investigate and shut this scam company down Thank you

  

  Business Response

  Date: 01/17/2025

  **Response Draft:**
  
  Dear ****** ******,  
  
  Thank you for bringing this matter to our attention. We understand your concerns and have taken immediate action to resolve this issue.  
  
  We have processed a full refund for the $15 charge today, and your membership has been canceled to ensure no further charges occur. Please note that the refund should reflect in your account within 3-5 business days, depending on your bank's processing time.  
  
  We appreciate your patience. If you have any further questions or need additional assistance, feel free to reach out to us directly.  
  
  Thank you for allowing us the opportunity to address this matter.  
  
  Warm regards,  
  Super.com Team  

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only in regard to then canceling the membership I never signed up for and refunding the $15.00 charge I never authorized. I am today still waiting to receive my replacement debit card after having to cancel the one they withdrew funds from without authorization. 

  I have had several bill due go unpaid as the card I normally use to pay them had to be canceled due to Super.coms actions.

  I booked a hotel from thru them via the ******* website. I authorized a set $ amount for the hotel from. 6 days later Super.com charges this "membership" I never authorized.

  I see many complaints on the BBB against this company doing this to many other consumers.  Obviously they are not a ethical company. AVOID SUPER.COM AT ALL COSTS

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/07/2025

  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.

  Super .com booked a hotel room for 2 nights at $135/night for 2 nights and paid in advance and got a confirmation. When I showed up to the hotel they had no record of the reservation or payment. After I contacted super.com they said they would work with the hotel to Clear it up. Then I instead of clearing it up, all they did was refund my payment I made to them leaving me with a $900 bill from the hotel. Horrible. They left me twisting in the wind with no reservation or payment to the hotel. They did not make good on my reservation at all. The hotel refused the nightly rate unbeknownst to me while I there.

  

  Business Response

  Date: 01/17/2025

  Dear *****, 
  
  Thank you for reaching out and sharing your concerns with us. Our team has reviewed the matter thoroughly and has reached out to you directly regarding the resolution. We will be issuing a compensation refund of $580.46 via ******, as this payment method allows us to address the issue promptly. Please note that the refund cannot be processed back to your card, as the amount is a compensation rather than a refund for an initial charge.  
  
  We appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or need additional support, please feel free to contact us.  
  
  Thank you for giving us the opportunity to address your concerns.  
  
  Warm regards,  
  Super.com Team  

• Initial Complaint

  Date:01/07/2025

  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.

  I made a reservation through this website, ”super.com” they clearly list a pool and hot tub. Which is the only reason this hotel was selected. I always check in with the hotel and upon calling them they informed me that the pool and hot tub haven't been available since November of 2022 and don't plan on having it open anytime soon. I even purchased the extra refund policy but they refuse to honor it. I want a full refund.

  

  Business Response

  Date: 01/17/2025

  Dear Billyann, 

  Thank you for bringing this matter to our attention. As a third-party booking platform, we rely on the information provided to us by the hotel regarding their amenities and availability. We regret any inconvenience caused by the discrepancy in their listing.

  To address your concern, we’ve already granted a 20% credit to your Super.com account as compensation, which can be applied to future travel bookings.

  If the hotel is willing to cancel your reservation and provides written confirmation to this effect, we will be happy to process a full refund promptly. Please let us know if you require further assistance in coordinating with the hotel.

  Warm regards, 
  Super.com Team

  Customer Answer

  Date: 01/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The hotel has refused to do anything.
  
  
  
  Sincerely,
  
  
  
  Billyann B******

  

  Business Response

  Date: 01/23/2025

  Dear Billyann,
  
  Thank you for following up on this matter. We deeply empathize with your situation and truly regret any inconvenience caused. As a third-party booking platform, we rely on our hotel partners to fulfill the reservations and their policies regarding cancellations or changes.
  
  We have already provided a 20% credit to your Super.com account as compensation for the inconvenience caused. Unfortunately, as the hotel has decided not to process any further cancellations or refunds, we are unable to assist further. 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 understand this may not be the resolution you were hoping for, but this is our final response, and we are considering this case closed from our side. Should you have any further concerns, we recommend continuing to work with the hotel directly.
  
  Thank you for your understanding.
  
  Warm regards,  
  Super.com Team  

• Initial Complaint

  Date:01/06/2025

  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 ordered food through the place of business website. Underneath it it stated I was able to get $20 off in future if I checked yes to this super account. I checked yes and that’s all. They sent me a card with $20 on in in the future. Months later I noticed and realize that I had signed up for a membership for $15 a month. It did not provide any services I needed. I tried to cancel many time. But always no response. Then realized it must be on phone. I called and was always on hold and took too much time. They made over $100 from me for basically nothing. This is a predatory app and ridiculous

  

  Business Response

  Date: 01/15/2025

  Dear Jacquelyn,
  Thank you for reaching out regarding your concern. After reviewing our system, we were unable to locate any membership associated with the phone number provided. Please note that all memberships are linked to a phone number, which helps us manage accounts and ensure prompt resolution.
  To assist you further, we kindly ask that you start a chat with us via our website or app at www.super.com, or call us directly at ***** ********* Once we confirm the account details, we’ll be happy to process your refund and ensure the membership is canceled.
  We’re here to help and look forward to resolving this matter for you.
  Best regards,
  Super.com

• Initial Complaint

  Date:01/06/2025

  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 checked my bank account and noticed a charge for a place called super.com. I searched through my email accounts to see if I signed up for any recent subscriptions and there is absolutely nothing with a trail as to where or how this place was able to charge me for a subscription. I don't have an account with them, and have never ordered anything from their site. There is a $15 charge on my account with no details on where it came from or why I'm being charge. I checked online for a customer service number but there isn't one. It only allows for an email message request to be sent.

  

  Business Response

  Date: 01/15/2025

  Dear Jahnée,

  Thank you for reaching out to us with your concern. We understand how important clarity and resolution are to you, and we appreciate the opportunity to assist.
  Our records indicate that we responded to your inquiry and processed a refund for the $15 charge on January 6, 2025. The refunded amount should already reflect in your account. If you have not yet seen the refund or need further assistance, please do not hesitate to let us know.

  We are committed to providing a seamless experience, and we hope this resolution meets your expectations. Thank you for giving us the chance to address this matter.

  Warm regards,
  Super.com

• Initial Complaint

  Date:01/06/2025

  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 included all my receipts. I I totally booked a deluxe double bed room, I called before purchasing. I was told it did not matter how many adults I put in the reservation as long as upon arrival it did not exceed 4 guests. Upon arrival to the hotel we received a king bedroom. The hotel reported the reservation came in as a king reservation not a double bed. I called super and they initially stated they would help, then they avoided all my calls, emails until this day. I initially purchased an extra room for one night having high hopes they would correct their wrong doing but they did not. I ended up having to purchase another room with high rates in New York during the busiest time of the year.

  

  Business Response

  Date: 01/15/2025

  Dear Ana,

  Thank you for contacting us regarding your recent experience.

  After reviewing your case, we see that a chargeback was filed with your financial institution regarding this transaction. When a chargeback is initiated, the matter is escalated to a formal dispute resolution process between your bank and our payment processor. During this process, we are unable to interfere or make adjustments, as all documentation and evidence are handled directly through the financial institutions involved.
  This process is in compliance with industry regulations and ensures a fair and thorough investigation of the issue. While the chargeback is ongoing, we encourage you to stay in touch with your bank for any updates or further steps required.
  We understand how important a timely resolution is and will fully cooperate with your bank to expedite this process. Please don’t hesitate to reach out if you have any additional questions or need further clarification. Also, once the issue is resolved by the bank you are welcome to reach back out and we will be happy to assist. 

  Thank you for your patience and understanding as we work through the chargeback process.
  Warm regards,
  Super.com

  Customer Answer

  Date: 01/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The business has made no effort into contacting me, after I have sent multiple email and have made multiple calls. They have made no effort to provide any kind of resolution. I had to file a grievance/dispute with my financial institution and that is what they are responding to.
  
  Sincerely,
  
  
  
  Ana C*******

  

  Business Response

  Date: 01/22/2025

  
  Dear Ana,  
  
  We have thoroughly reviewed your case and provided all relevant information and documentation to your financial institution regarding this matter. After careful evaluation, your financial institution determined the charge to be valid, and the dispute was resolved accordingly.  
  
  At this point, there is no further action we can take regarding this case, as the dispute resolution process has been finalized by your bank.  
  
  We consider this case closed and will not be able to revisit it further. If you have additional questions, we recommend reaching out to your financial institution for more details regarding their determination.  
  
  Warm regards,  
  Super.com  
  

• Initial Complaint

  Date:01/06/2025

  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.

  They told me that my rewards account which had 18 dollars has been terminated. They keep giving me the run around. And can't even give me a reason why.

  

  Business Response

  Date: 01/15/2025

  Dear Huy, 

  Thank you for reaching out to us with your concern. We understand how important clarity and resolution are to you, and we appreciate the opportunity to assist.
  
  Our records indicate that we responded to your inquiry and processed a refund for the $15 charge on January 14th, 2025. The refunded amount should soon reflect in your account. If you have not yet seen the refund or need further assistance, please do not hesitate to let us know.
  
  We are committed to providing a seamless experience, and we hope this resolution meets your expectations. Thank you for giving us the chance to address this matter.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super.com stored my personal credit card information without my consent for a trip I booked through them in Aug. 2024. I noticed that it is stored in their files while conducting a new hotel reservation with them on Jan 5, 2025, where a radio button on their website showed the last 4 digits of my credit card. I want them to remove my personal credit card information. I started a chat with them (they do not provide a phone number) and asked them to remove it (see attachment). They stated they cannot do so and that I would need to remove it via the super.com mobile app. I then installed the mobile app and do not see any options in the app for removing my personal credit card information. I DO NOT want to join their Super+ membership program in order to remove my credit card information. This is a data privacy breech on their part.

  

  Business Response

  Date: 01/15/2025

  Dear Robert,
  Thank you for contacting us with your concern about your saved credit card information. We understand how important security and peace of mind are to you, and we appreciate the opportunity to address your concern.
  At Super.com, we do not store your complete credit card details directly. Instead, we securely save a token and the last four digits of your card for identification purposes. This ensures that your full credit card details are never stored on our servers, safeguarding your information.
  Our processes comply with industry-standard security protocols and regulations. While we understand your request to have your credit card token information removed from our system, we are currently unable to do so for compliance reasons. Please rest assured that your information is handled with the highest level of security, similar to other services that manage payment information.
  We are continuously working to enhance our systems and accommodate customer needs while adhering to industry requirements. If there’s anything further we can assist you with, please don’t hesitate to reach out.
  Thank you again for bringing this to our attention. We truly value your time and appreciate your understanding.
  Warm regards,
  Super.com

  Customer Answer

  Date: 01/16/2025

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

  When super.com presents the last 4 digits of my credit card on their website, it does so with a selectable radio button. When the radio button is selected, it is possible to proceed with and complete the purchase without further entry of the remaining credit card information that is required for completing a transaction. Therefore, they are storing the full credit card information in some form of persistent storage. Whether they present just the last 4 digits on the webpage and use a token for association with the full credit card information stored in persistent storage is irrelevant with respect to the fact that the full credit card information is being stored by them, and in my case, without my consent! As such, this is clear a violation of the Colorado Privacy Act (CPA), whose laws that protect consumer privacy and require merchants to get permission to store certain types of personal information that includes credit card information. 
  

  Also, they are now contradicting what their customer service representative stated in the chat session I previously attached, which is their claim that the customer can remove personal credit card information using their mobile app. At that time I installed their mobile app and explored all options and features in the app and determined that it does not provide any means for removing personal credit card information. As such, they are intentionally misleading customers that it is possible for them to remove their personal credit card information when in fact it is not possible for the customer to do so. Super.com DOES NOT provide customers a means for removing their personal data, which is also a violation of the CPA.

  The Colorado Privacy Act (CPA) law gives Colorado consumers rights over their personal data and requires that covered entities obtain consent before processing certain sensitive personal data, and allow consumers to access, delete, or correct their personal data. Credit card information is personal data. I permanently reside in Colorado and lived in Colorado when I transacted a hotel reservation last summer using my personal credit card on super.com. As such, super.com is in violation of at least 2 of the terms of the CPA.
  
  I want my full credit card information, including the last 4-digits, immediately removed from whatever persistent storage their website uses!

  
  
  
  Sincerely,
  
  
  
  Robert M***

  

  Business Response

  Date: 01/22/2025

  Thank you for your follow-up email. When you sign up for Super.com/Super+, you agree to our Terms and Conditions, including our Privacy Policy. As a result,  you did consent to the collection of your personal information and the storage thereof for specific purposes. Additionally, the same disclosures provide for the ability to request the deletion of that information via *****************. Nevertheless, I understand your concern and will discuss this with my colleagues internally and follow up with additional information if and when available.

  Super.com

  Customer Answer

  Date: 01/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because your customer service agent did not refer to a legitimate method for requesting its deletion, such as via ***************** and because you do not post this or any other method for deleting personal credit card information on your website in a readily available manner as required by Colorado law.

  Also, during the checkout process on super.com, the web page presents a checkbox for storing the credit card information. At no point in time did I check that checkbox, including for the prior checkouts on your website. In the cited prior incident, which showed the radio button with the last 4-digits of my personal credit card, the checkbox rendered as being unchecked, thereby leading to a contradictory and misleading presentation with respect to the handling of personal credit card information. As such, because that checkbox has a clear intent as to whether the customer's personal credit card information is being permanently stored by your system, you are misleading the customer by presenting it as though it were an option, when in reality, you are storing their personal credit card information regardless and are being disingenuous, lacking integrity, exhibiting ill intent, and are consciously putting the customer's personal credit card data at risk because perfect security is not possible.
  
  
  
  Sincerely,
  
  
  
  Robert M***

• Initial Complaint

  Date:01/05/2025

  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.

  We have a charge on our debit card from this company. We have never heard of super.com nor have we ever signed or for a trial run or anything else. We do not have any emails from this company. Only a charge on our debit card for services we haven't needed or wanted. How this company got our information, we have no idea. This charge has been taken since November 2024 and we just noticed this Jan 2025. This is a complete invasion of ************ would very much so like this reimbursed as soon as possible. Now, we have to go and change all our information because this bogus charge has taken money from us for months.

  

  Business Response

  Date: 01/14/2025

  Dear *******,

  Thank you for reaching out to us regarding the charge on your debit card. Wed like to clarify that this charge is for the Super+ membership, which requires a sign-up process to activate. In many cases, this can happen during a partner transaction, such as a hotel booking or a similar service, where the membership offer is presented.

  We understand your concern and would be happy to assist with a refund. However, we are unable to locate an account under the phone number provided. Every membership is tied to a phone number for verification. Could there be a different phone number that might have been used during the sign-up process?

  Once we have this additional information, well be able to locate the account and process your request promptly.
  Thank you for your cooperation, and we look forward to resolving this for you.

  Best regards,
  Super.com

  
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22771834
  
  I am rejecting this response because: we did not knowingly sign up for this. Please try my wife's phone number ************. It's odd we have no communications on this. Week booked an air baby in ****** for our wedding in July. You would think you'd have to have our account information to process this and we were not aware that this would be happening. As a middle class family, we do not book hotels often and this is a service we have never needed or intended on having. Thank you for your time and quick response 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/22/2025

  Dear *******,  
  
  Thank you for your response, and we absolutely want to work this out with you. We are committed to resolving this matter promptly and understanding how this occurred.  
  
  Unfortunately, same with this number: we were unable to locate an active account under the phone number provided. To further assist, could you also email us at ************************ This will ensure we have your contact information directly in our system and allow us to continue working with you to resolve this matter as quickly as possible. An agent will reach out to you so we can resolve this. 
  
  We truly appreciate your time and cooperation as we work together on this issue.  
  
  Warm regards,  
  Super.com  

  Customer Answer

  Date: 01/25/2025

  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,
  
  ******* *****