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:09/09/2025

  Type:Delivery 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 ordered **************** Pro 2021 on September 9th. I have a conformation email from ****** showing the transaction. I have not received any conformation email from nor a link to download the software from Stack Social / StackCommerce. I have tried to log into my account on ********************** but it gives me an error. Tried to reset my password but never received an email link to for the password reset. I also filled out a customer care form for assistance but again, have not received any emails. Spam folder does not contain emails from Stack Social.

  Business Response

  Date: 09/10/2025

  Hi ******,
  
  Thanks for reaching out! We are so sorry for any inconvenience. 
  
  That is definitely not the shopping experience we want you to have. 
  
  We checked and you contacted us. We tried responding but our replies to your email are not getting through.
  
  Can you contact us again and provide us with a different email address?
  
  **********************************************
  
  We can see that you have successfully claimed your digital purchase, revealing your redemption assets.
  
  But, we'll await your message, just to make sure you're all set.
  
  -Stack Support 
  

  Customer Answer

  Date: 09/24/2025

   
  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:09/02/2025

  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 ordered a product on a website "Adobe acrobat" which they are not a authorized reseller of and when I found this out I submitted a refund request. I never received the product due to needing to create an account with their website which I did not want to do. After days of back and forth regarding my refund they finally said they would refund my account back to the original source and that "they were authorized to refund my account" lol as is they had a choice in the matter. They also said that it take about 3 days to process and it's been 5 days and still I haven't received it. Now they are giving me more run around about vendor partners needing to receive a digital code which I never received before they can send a refund.

  Business Response

  Date: 09/02/2025

  Hi *****,
  
  Thanks for reaching out! We are so sorry if the purchase did not work out for you. 
  
  We are seeing that you have been refunded as of 08/28/25 and we also responded to your follow up email today.
  
  Please make sure to check your email regarding your inquiry on the status of your refund.
  
  We are always happy to help!
  
  - STACK SUPPORT

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23826704
  
  I am rejecting this response because:

   

  I still have not received a refund. ********** refunds usally post to my account same day in almost all cases and you say that refunded me since 8/28 and it is not 9/2 and there isn't any refund pending on my account. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 09/10/2025

  Hi again *****,
  
  We are so sorry for any inconvenience. 
  
  We can confirm that you have been refunded to your Apple Pay. You paid us via Apple Pay and the refund was via Apple Pay.
  
  We sent you a follow up email today, containing the refund details and proof.
  
  Please check your email. We are always happy to help!
  
  - Stack Support

• Initial Complaint

  Date:08/09/2025

  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 purchased a Lifetime Webhosting Deal for Bonohost hosting via StackSocials website in August 2021. StackSocial was the seller/merchant, and Bonohost was the service provider.For nearly 4 years, the hosting worked as expected.On July 27, 2025, my hosted website (************) became inaccessible, and I could not log into the hosting control panel. I opened a support ticket with Bonohost immediately.After multiple exchanges between July 27 and August 9, 2025, Bonohost informed me:Security team found you had no active registered domain name in your hosting account, which is why it triggered a breach of ToS and hence your account was suspended. Due to compliance to ToS it is necessary for users of the shared hosting platform to have at least one active domain name in their account pointing to our platform The procedure for account salvation is $19.10 USD and then you either put an existing active domain name onto the account or register a domain name.I asked them to show me the exact section and wording of their Terms of Service (TOS) stating this requirement. Their only reply was:It is in the ToS hosting service is to host websites which is only possible if you have an active domain name pointing to your hosting account on our platform.I reviewed Bonohosts TOS in full (as of Aug 7, 2025). There is no explicit clause requiring customers to maintain an active domain pointing to their hosting account. The domain-related clauses only cover domain registration and renewal, not an ongoing requirement for hosting *********** the merchant of record, StackSocial sold this product as a Lifetime Webhosting Deal without disclosure that it could be suspended for a rule not in the **** or that an additional account salvation fee could be required to restore service.

  Business Response

  Date: 08/12/2025

  Hi there,
  
  Thanks for reaching out! We are so sorry for any inconvenience. 
  
  I checked and you're still actively communicating with our Support Team regarding this matter.
  
  We are simply an online marketplace. We have asked our merchant to contact you again directly about this, since this pertains to their product's TOS.

  -Stack Support 

  
  

  Customer Answer

  Date: 08/17/2025

   
  Complaint: 23725768
  
  I am rejecting this response because:
  

  
  1. StackSocial is the seller, not just a marketplace.
  I purchased this Lifetime Webhosting Deal directly through StackSocial in August 2021. StackSocial acted as the merchant of record and collected payment from me. As such, StackSocial has responsibility for the product it sold, regardless of whether the underlying service is provided by Bonohost.
  

  2. Responsibility cannot be shifted entirely to ******************start="660" data-end="663"> StackSocials response suggests they are just a marketplace and that the issue lies solely with the merchant. This is not acceptable. As the company that marketed and sold the deal, StackSocial is responsible for ensuring the product is delivered as advertised and that customer protection mechanisms exist when the supplier fails to honor the terms. Not to mention the Bonohost Lifetime is still active on **************************.
  

  3. Product is not as advertised.
  The product was sold as a Lifetime Webhosting Deal. Yet Bonohost has suspended my service, demanded an extra fee, and failed to show any Terms of Service clause justify their action. This means the product no longer matches what was originally advertised at the point of sale through StackSocial.
  

  4. StackSocial should provide a concrete resolution.
  

  At this stage, my request is simple:
  Either StackSocial intervenes to ensure Bonohost restores my lifetime hosting service without extra payment,
  Or StackSocial transfers me to an equivalent Lifetime Hosting product,
  Or StackSocial issues a full refund.

  
  5. BBBs involvement is necessary.
  Since StackSocial is a US-based company and the seller of record, I am asking BBB to hold StackSocial accountable for ensuring customers receive the lifetime product as advertised. Referring me back to Bonohost, a UK-based company, does not resolve the fact that StackSocial marketed and sold this deal to me.
  

  I kindly request BBBs assistance in securing a fair resolution.
  

  Sincerely,
  
  ***** ***

  Business Response

  Date: 08/21/2025

  Hi there,
  
  We checked and your issue was already resolved by our Team on August 18, 2025.
  
  You also mentioned that you will update your review and ************************ accordingly.
  
  We're glad to know you're all set! 
  
  If you still need further assistance, please email us again.
  
  - Stack Support

• Initial Complaint

  Date:08/08/2025

  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 bought Office 2019 pro plus and it wouldn't install because the computer came with office 365 from the factory. **************** was horrible. Nothing they told me helped. It took 24 hours for every response from them! No in person help! Finally I asked for my money back and was offered store credits, which I didn't need. I will not buy from them again. I wasted many hours and had to write off the expense. Date of experience: July 22, 2025

  Business Response

  Date: 08/09/2025

  Hi *******,
  
  Thanks for reaching out! We are so sorry for any inconvenience. 
  
  That is definitely not the shopping experience we want you to have. 
  
  I checked and this issue was already resolved yesterday, 08/08/25.
  
  Please make sure to check your email for the message we sent.
  
  If you still need further assistance, please don't hesitate to email us back!
  
  -Stack Support 
  

• Initial Complaint

  Date:07/30/2025

  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.

  Made a purchase as a guest on their website. No confirmation email was sent and customer service stopped responding after one exchange.

  Business Response

  Date: 07/31/2025

  Hi ******,
  
  Thanks for reaching out! We are so sorry for any inconvenience. 
  
  We sent you an email today so that we can get you all squared away.
  
  Please check your email and respond to us. We're here to help!
  
  -Stack Support 
  

• Initial Complaint

  Date:07/28/2025

  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 purchased ***************** for *************** for Mac 2021" , basically 2 ********* licenses, on Nov 30, 2022, for $54.99. But the licenses they provide are fraudulent, reusing developer licenses (MSDN) which aren't allowed for retail sale.The licenses come as product keys which you enter on *********'s web site. When I went to use the second product key for the first time today, it says it had already been registered by an email address in ******I contacted ********* Support, who told me the licenses where MSDN (developer) licenses, which are provided free to developers but not available for retail ******* I was sold 2 supposed licenses for ********* software, but they are not legitimate licenses, and I can't use them.

  Business Response

  Date: 07/28/2025

  Hi ****,
  
  We hope this message finds you well!
  
  We are sending this outreach in regard to your recent purchase of the **************** Home & Business for Mac 2021: Lifetime License ********.
  
  We want you to love your purchase and would love to get some additional feedback on the order placed with us.  Can you please tell us a little bit about any of the issue(s) youre experiencing?
  
  As stated on the sales page, the redemption deadline is within 30 days and upon purchase, you agreed to the Terms.
  
  However, we've issued a store credit of $58.97 to your account as a resolution to your concern.
  
  To apply credits toward the purchase, select "Pay with Credits" just above the Place Order button on the Checkout page. 

  Hope that helps! Please let us know if there's anything else and have a great day! 

  - Stack Support

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23665757
  
  I am rejecting this response because:
  
  Stack Commerce sold me a license that is invalid and against *********'s terms of service, and seems to have sold the same product key more than once since it was registered by someone else. MSDN keys are for developers testing products, not for retail sale.
  
  The root of the problem is that they have, and still are, selling licenses that aren't legitimate retail licenses. These licenses can be revoked, and as I experienced, someone else could have activated them.

  They also mentioned that I should've responded within 30 days. However, the point of these keys is that they can only be activated once, on one computer. I don't think I could've detected that the key was fraudulent until I was ready to install it on a computer.

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

  Business Response

  Date: 07/29/2025

  Hi again ****,
  
  We are so sorry for any inconvenience. 
  
  We sent you an email response earlier today explaining that the Office licenses we're selling, both old and new, are from our partner merchants who are authorized ********* resellers. We also included additional information in the email.
  
  We hope our recent message clears things up!
  
  Please email us back if you still need any assistance. We are happy to help!
  
  - Stack Support

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23665757
  
  I am rejecting this response because:
  
  The licenses that they sold me are not legitimate for resale. I understand they say they're a market place, but they also don't list who the partner is so it's basically saying that no one has responsibility for the product actually being what it purports to be.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 08/05/2025

  Hi again ****,
  
  Please be advised that we already responded to your email 6 days ago.
  
  We explained that that the keys you received are 100% legitimate and sourced from authorized ********* reseller. These are retail licenses, which means they are fully valid for resale and activation.
  
  We also shared to you the link to the ********* profile of our merchant, proving that they are in fact an authorized ********* reseller.
  
  We hope our email clears things up.
  
  We have not heard back from you since 6 days ago. If you need any further assistance or clarification, please email us back and we're here to help.
  
  - Stack Support
  

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This software does not work as advertised. ********* support told me it does not work, and will never work. It was false advertising. My bank representative told me I've been scammed, but since I used a debit card they can't dispute the charge. I want a full cash refund of this useless software. I've reached out to ******** and have not received any response.

  Business Response

  Date: 07/29/2025

  Hi ****,
  
  Thanks for reaching out! We are so sorry for any inconvenience. 
  
  That is definitely not the shopping experience we want you to have. 
  
  I checked and this issue was already resolved based on your conversation with our Support Team yesterday, 07/28/25.
  
  We're glad to know you're all set! 
  
  Nevertheless, if you still need further assistance, please don't hesitate to email us back!
  
  -Stack Support 
  

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23664007
  
  I am rejecting this response because: the promised refund has not yet been credited to my bank card. I've received polite promises which I appreciate, but I'm still waiting for my money back. Perhaps it takes time to process. Which reminds me of how much of my valuable time I've wasted on this fiasco. Time is money and this misadventure has cost me plenty.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 08/05/2025

  Hello again ****, 
  
  We're so sorry about that. 
  
  Please be advised that the refund was already issued on our end. This was on Jul 28, 2025.
  
  We will send you a follow up email to provide additional information of the refund we issued, making sure that you check on the correct card/account.
  
  -Stack Support

  Customer Answer

  Date: 08/13/2025

   
  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.

  Sadly, it appears that the only way to get a refund from the business is to file a complaint with the BBB.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/21/2025

  Type:Delivery 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.

  A refurbished M1 Macbook Air that is marketed on the seller's website Mashable Shop as "Grade A refurbished" stating that it "may have light wear. May also have faint scratches, but should not be visible from 1 foot away. No dents, cracks, or missing parts." The product arrived with an undamaged box, however the laptop itself had numerous dents to the screen body that were easily visible. The product received was also the wrong color ordered. I reached out to customer service via message, as there is no phone number listed for the business. I was offered a refund. My primary complaint is the false advertising and not delivering the product in the condition as stated. It does not appear that the company did any type of "refurbishing" of this product.

  Business Response

  Date: 07/26/2025

  Hi ********,
  
  Thanks for reaching out! We are so sorry for any inconvenience. 
  
  That is definitely not the shopping experience we want you to have. 
  
  We checked and you're still actively communicating with our Support Team.
  
  Rest assured we'll get to the bottom of this. Make sure to continue responding to our email and we'll get you all squared away.
  
  We're always happy to help! 
  
  -Stack Support 
  

• Initial Complaint

  Date:07/16/2025

  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 was looking into placing an order for a 1 year ****** Executive Membership. A box popped up showing me the membership and the cost with and the new cost with a 15% discount applied to the total, it stated to click "Claim Promo" box. I was expecting to have to enter my email address to receive a discount code but it just said the discount will be applied at checkout. I decided to go through with the purchase since there was the discount. I went through ****** to pay for the purchase. The site did not take me back to review my order it just a ordered it and it did not apply the discount. When I contacted the company they just said sorry, this product is excluded from the discount. I didn't bring up the popup, they did. They refused to cancel my order or apply the discount.

  Business Response

  Date: 07/17/2025

  Hi Devyn,
  
  Thanks for reaching out! We are so sorry for any inconvenience. 
  
  We sent you an email today so that we can get you all squared away.
  
  Please check your email and respond to us. We're here to help!
  
  -Stack Support 
  

• Initial Complaint

  Date:06/24/2025

  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.

  I purchased a 1-Year ******* Premium subscription from StackSocial on [insert purchase date]. I accidentally clicked the Redeem button, which only showed the instructions and a redemption link, but I did not activate the subscription, use the code, or log into any account.Despite clearly explaining this to StackSocial support, they denied my refund request based on a policy that considers the item claimed just because instructions were revealed. However, since the product was never actually used or activated, I believe I should still be eligible for a refund.Many customers in similar situations have received refunds or store credit, and I am simply requesting the same fair treatment.

  Business Response

  Date: 06/25/2025

  Hi Angelica,
  
  Thanks for reaching out! We are so sorry for any inconvenience. 
  
  We sent you an email today so that we can get you all squared away.
  
  Please check your email and respond to us. We're here to help!
  
  -Stack Support
  

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23513852
  
  
  
  I am rejecting this response because:  I’m rejecting this response because I originally requested a refund to my credit card. While I did mention I’d be open to store credit, after giving it some more thought, I feel that a full refund to my original payment method would be best. I didn’t mean to cause any confusion, and I’ve also reached out to the company directly to kindly ask for this change.
  I really appreciate the help so far, and I’m hoping we can work together to get this resolved soon. Thanks again!
  
  
  

  Business Response

  Date: 06/27/2025

  Hi again Angelica,
  
  We are so sorry for any inconvenience. 
  
  We are seeing that your issue was already resolved on June 25, 2025.
  
  Your verbally confirmed in our support email that you're all set.
  
  - Stack Support

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23513852, and find that this resolution is satisfactory to me.