Business Profile

Internet Marketing Services

Clarus Commerce, LLC

Headquarters

Complaints

This profile includes complaints for Clarus Commerce, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

132 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/11/2025
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 February 7, 2025 I was looking for ****** and got sidelined to some page where I evidently made the mistake of agreeing to pay this company 2.00 a month. I immediately contacted them to say it was a mistake. They said go their website and sign in and cancel. I do not have an account with them and tried to set one but it doesn't work. S0 there is no way to cancel it.
Business Response
Date: 02/11/2025
I write in regard to the above referenced complaint submitted to your office by *** ****. We regret any confusion or inconvenience she experienced when doing business with our company and trust that this letter will address her concerns.
Our records show that on February 7th, 2025 after making an online purchase, *** ***** **** was presented with an ad banner promoting our FreeShipping**** program. Mr. **** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how he can try the program at the trial fee of $2.00 for 7 days. The terms on that page, titled “Offer Details,” explained that if he did not cancel his subscription by the end of the trial, his subscription would automatically continue, and the monthly subscription fee would be charged to the credit card account that he provided.
Our records show that he completed the registration process by providing his full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent Mr. **** a welcome e-mail to the e-mail address he provided upon enrollment that included full information on how he can access and enjoy his program benefits and reiterating the program billing terms.
We have canceled *** ****** membership and issued a refund for the $2.00 trial fee back to the card provided on file. This credit will post in 2-5 business days.
Again, we regret any inconvenience this may have caused *** ****.
Customer Answer
Date: 02/11/2025

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,

**** ****. Although I did not provide my credit card or agree to everything they say I just want it cancelled which they have done. Thank You
Initial Complaint
Date:11/25/2024
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.
This month, I just noticed a recurring charge on my account for $19/month. It was from freeshipping**** in ***********. I had never signed up for anything with this company. When I called on November 22, they said the account was in the name of my 25 year old son, with his email address. Not only did he never sign up for this, he doesn't even have access to my account. These charges started in July 2024. I was charged $19 on July 8, August 7, September 6, October 7 and November 5 for a total of $95. I am requesting a full refund for those charges. However, they go about this, it doesn't appear to be obvious and I'm definitely not comfortable with them having access to my account information. Besides a refund, I want assurance that my personal information is deleted. Thank you for your help.
Business Response
Date: 12/10/2024
Hello,
We are sorry to hear about this experience and will be happy to assist in resolving this issue. We have been unable to locate a membership under the name and information provided. Our Customer Service team sent an email to the email address provided on 11/26/24 requesting more information in order to locate and refund this membership.
Please reply to this response with the first line of the address, zip code and name of the person this membership would be listed under.
Thank you
Customer Answer
Date: 12/11/2024
In response to the business, I never received the email they said was sent in November for more information. The information they're requesting was already sent in the original complaint. Address is ** ******* *** ******** ** *****. I was told the subscription was in the name of ******** *****. The charges were being withdrawn from my checking account, which he has no access to. The subscription was cancelled, therefore they should be looking at inactive subscribers. I am asking for a refund of all charges withdrawn from my account, per my original complaint.
Business Response
Date: 12/19/2024
Thank you for the additional information. We have located the FreeShipping**** membership under ******** ***** and it has been canceled and fully refunded back to the card ending in ****.
The full refund is $2,105.35, please allow 2-5 business days for this credit to post.
Again, we regret any inconvenience this may have caused *** *****.
Initial Complaint
Date:11/22/2024
Type:Customer Service 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 received a notification that my password for this site had been hacked. I tried to reset the password, was unable to do so. At this point I must assume that someone other than me is in control of my account so I reached out to their contact us page, and asked them to cancel my account and delete all the info. I receive an email that they cannot do this without knowing my credit card number. At this point I know this is a scam site, what does knowing my credit card number have anything to do with my actual account that is registered under my email address? Please protect people from this phishing scam!
Business Response
Date: 12/09/2024
Hello,
I apologize for any inconvenience and will be happy to assist you. We have been unable to locate a membership under the name, email or address provided. Our records show our Customer Service team responded to your email previously in order to try to locate an account if you have one with FreeShipping****
The following email was sent on 11/22/24 however we have not yet received a response. If you received an email or a charge from FreeShipping****, please respond with a screenshot of this so we can look into it further for you.
"Thank you for your reply and I'm sorry for any inconvenience. We have not been able to locate any membership under your email ******************* or your last name and zip code. If you don't have a monthly charge from us, then there is no membership account with us. If you do see a charge from FreeShipping****, please let us know and we'll be happy to look further into this for you."

Thank you
Customer Answer
Date: 12/09/2024

Complaint: ********

I am rejecting this response because:
My email is ***************** not *******************. ****** warned me of this website therefore I believe it to be a scam site. In their email they asked me for my credit card number. We all know they can find my account with my name to cancel. Why would they ask for my credit card number. To my knowledge I have no charge yet but I am weary of this site and want any information they have of mine permanently deleted.

Sincerely,

****** ********
Business Response
Date: 12/09/2024
Hello,
We have been unable to locate a membership under the alternative email address provided. If you still feel you have a membership or have been charged, please provide a screenshot of the email or billing statement showing a charge. We will be happy to look into this further for you.
Thank you
Customer Answer
Date: 12/09/2024

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:11/15/2024
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.
On November 14th, 2024, Freeshipping, (herein after FS), charged my **** account $19.00 and on November 15th, 2024, charges of $19.00 plus $2.00, which I did not, knowingly, subscribe to. showed up on my **** statement. So, for the month of November my **** account was charged a total of $40.00. Another charge, in August of 2024, showed up for $19.00, which they subsequently, credited. It is my understanding, that FS partners with many businesses that post a box, with a check mark, that indicates a purchaser has agreed to a FS membership. FS sends purchaser an email asking if you want to opt out of the membership. I did not, knowling, subscribe to FS. It is my understanding that FS offers discounts on purchases when there is an online purchase. Unless the purchaser must UNCHECK the box prior to submitting orders for purchase. My complaint is this: number 1, this is DECEPTIVE advertising practices, number 2, there is no warning about this suspicious box, number 3, FS cannot tell me which company I purchase from, that they subscribe to, so that I know to uncheck the box. Every month, I have to call FS and request that they credit my account, which takes time out of my life that I will never get back. I just wonder how many people who don't check their bank statements are being charged by FS. Furthermore, FS has nothing to do with shipping, as far as I can tell. I've talked to Walter, Shannon and a supervisor by the name of Andrea. Thanking you in advance for your cooperation.
Business Response
Date: 11/19/2024
I write in regard to the above referenced complaint submitted to your office by *** ****. We regret any confusion or inconvenience she experienced when doing business with our company and trust that this letter will address her concerns.
Our records show that on November 7th, 2024; after making an online purchase, *** **** was presented with an ad banner promoting our FreeShipping**** program. *** **** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how she can try the program for 7 days for $2.00. The terms on that page, titled “Offer Details,” explained that if she did not cancel her subscription by the end of the trial, her subscription would automatically continue, and the monthly subscription fee would be charged to the credit card account that she provided.
Our records show that she completed the registration process by providing her full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent *** **** a welcome e-mail to the e-mail address she provided upon enrollment that included full information on how she can access and enjoy her program benefits and reiterating the program billing terms.
*** ****’s membership was canceled and fully refunded on 11/15/24 at her request. This credit should have posted back to the card on file within 2-5 business days.
Again, we regret any inconvenience this may have caused *** ****.
Initial Complaint
Date:11/12/2024
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 Oct 4 2024 I ordered new address labels from ******** ******. On Oct 7 my debit card was charged $2 from ****************. On both Oct 13 and Nov 11th, I was debited $19 each from the same company. After calling them, they state I had signed up for a membership with them, which I did not do knowingly. If I did, it was very deceptive as I have no need for their service, or membership as they call it. Although my membership is cancelled as of today, they offered no option for a refund when we asked. I would like to be reimbursed for the $40 lost to this scam.
Business Response
Date: 11/12/2024
I write in regard to the above referenced complaint submitted to your office by *** *******. We regret any confusion or inconvenience she experienced when doing business with our company and trust that this letter will address her concerns.
Our records show that on October 4th, 2024, after making an online purchase on ******************, *** ******* was presented with an ad banner promoting our **************** program. *** ******* clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how she can try the program for 7 days for $2.00. The terms on that page, titled “Offer Details,” explained that if she did not cancel her subscription by the end of the trial, her subscription would automatically continue, and the monthly subscription fee would be charged to the credit card account that she provided.
Our records show that she completed the registration process by providing her full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent *** ******* a welcome e-mail to the e-mail address she provided upon enrollment that included full information on how she can access and enjoy her program benefits and reiterating the program billing terms.
*** *******’s membership has been canceled and fully refunded for $40.00. This credit will post in 2-5 business days back to the card ending in ****.
Again, we regret any inconvenience this may have caused *** *******.
Customer Answer
Date: 11/19/2024
Sorry we didn't respond earlier, we were waiting until the refund showed up. We have received a refund and are fine with closing the case.
Initial Complaint
Date:10/25/2024
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.
After updating my credit card info and used the account after the trial period I was unable to log in. I messaged customer service and a few days later I was informed my account was locked due their already being an account linked to my address, I never received any email any notification and was able to open an account and use it. I have rebates I submitted that I am now out as well as the monthly fee. While it is true my mother previously had an account with them, it was closed over a year ago. It makes no sense to me that only one account can be tied to an address forever, what if that person moves out or something happens to them. I was in no way trying to game their system but the full address should've been flagged at sign up and I would've asked my mother to reopen her account.
Business Response
Date: 11/27/2024
Thank you for reaching out. My apologies for the delay on this complaint, I had reached out directly to the member due to being unable to locate the membership where the charge was coming from. After the member provided additional information we were able to locate the membership and issue a refund on 11/19. I just responded to the BBB complaint as well.
Customer Answer
Date: 11/27/2024

Complaint: ********

I am rejecting this response because: I have not received a refund. I have also had no communication from this business since filing this complaint so I'm not sure what their response is referring to.

Sincerely,

******** *********
Business Response
Date: 11/27/2024
Hello,
I apologize for any confusion. Our records show your *** *********'s membership was canceled due to a previous membership at the address. Our Terms of Service states there is a limit of one membership allowed per household.
As a courtesy, we have approved the outstanding submitted rebate claims and they will be paid via check in 5-7- business days. The $2.00 trial fee that was billed under this membership was fully refunded on 10/16/24.
Again we apologize for any inconvenience this may have caused *** *********.

Customer Answer
Date: 11/27/2024

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:10/21/2024
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.
COMPLETELY UNAUTHORIZED AUTO DEBIT TO MY ****** ACCOUNT.I HAVE NO IDEA HOW THIS WAS ACCOMPLISHED!
Business Response
Date: 10/23/2024
I write in regard to the above referenced complaint submitted to your office by *** ********. We regret any confusion or inconvenience he experienced when doing business with our company and trust that this letter will address his concerns.
Our records show that on October 23rd, 2024, after making an online purchase online, *** ******** was presented with an ad banner promoting our FreeShipping**** program. *** ******** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how he can try the program for the trial fee of $2.00 for 7 days. The terms on that page, titled “Offer Details,” explained that if he did not cancel his subscription by the end of the trial, his subscription would automatically continue, and the monthly subscription fee would be charged to the credit card account that he provided.
Our records show that he completed the registration process by providing his full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent *** ******** a welcome e-mail to the e-mail address he provided upon enrollment that included full information on how he can access and enjoy his program benefits and reiterating the program billing terms.
As a courtesy, I have issued a full refund back to *** ********’ account. The total refund will be $21.00 and should post back within 2-5 business days.
Again, we regret any inconvenience this may have caused *** ********.
Initial Complaint
Date:08/06/2024
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.
When reviewing my credit card statement, it came to my attention that I was being charged $19 a month by a company I had never signed up for. I would never use this type of thing nor would I sign up for a monthly membership. Upon further review, I discovered that it had been 32 months of $19 a month. That’s just over $600. They gave me only 3 months back of the 32. Stating the costing refund anymore. I never signed up for this. It’s a whole scam
Business Response
Date: 08/06/2024
Hello,
Unfortunately we have been unable to locate a membership under the name or physical address provided. Please confirm the billing descriptor associated with this charge along with the email you would have used to sign up.
We will be happy to look into this further in order to issue a refund for you.
Thank you
Initial Complaint
Date:07/30/2024
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.
My bank account has been charged eight times, $19 monthly, for services I never signed up for by freeshipping***** I have never used their services and I never signed up for a continued monthly fee of $19. The following dates are the dates I was charged: Dec 30, 2023 - $19 Jan 29, 2024 - $19 Feb 28, 2024 - $19 March 29, 2024 - $19 April 28, 2024 - $19 May 28, 2024 - $19 June 27, 2024 - $19 July 27, 2024 - $19. I called the call center (###-###-####) and spoke to an individual named Janasia or Jamacia. She stated they could only refund up to four months. She said the refund will take 2-5 business days. I would like them to refund the full amount as I didn't sign up for this nor did I agree to pay a monthly fee for no services
Business Response
Date: 07/31/2024
I write in regards to the above referenced complaint submitted to your office by Mr. ******. We regret any confusion or inconvenience he experienced when doing business with our company and trust that this letter will address his concerns.
Our records show that on December 23rd, 2023, after making an online purchase online, Mr. ****** was presented with an ad banner promoting our FreeShipping**** program. Mr. ****** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how he can try the program at no cost for 7 days. The terms on that page, titled “Offer Details,” explained that if he did not cancel his subscription by the end of the trial, his subscription would automatically continue and the monthly subscription fee would be charged to the credit card account that he provided.
Our records show that he completed the registration process by providing his full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent Mr. ****** a welcome e-mail to the e-mail address he provided upon enrollment that included full information on how he can access and enjoy his program benefits and reiterating the program billing terms.
As a courtesy, I have issued a full refund back to Mr. ******’s account. The total refund will be $152.00 and should post back within 2-5 business days.
Again, we regret any inconvenience this may have caused Mr. ******.
Customer Answer
Date: 07/31/2024

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:07/12/2024
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 was booking a camping trip. Freeshipping**** popped up and I accidently thought what I was filling out was for the caomping reservation. I called them immediately and and requested a refund and to cancel what they were selling. I was told by the agent this was done. However, they continued to bill me every month. This is predatory practice and I was under the impression this would have been taken care of. I hoselty think that Free Shipping doesn't think people look at their credit card bill and disreguareded my cancelation and refund request.
Business Response
Date: 07/12/2024
I write in regard to the above referenced complaint submitted to your office by Mr. ******. We regret any confusion or inconvenience he experienced when doing business with our company and trust that this letter will address his concerns.
Our records show that on July 9th, 2024 after making an online purchase, Mr. ****** was presented with an ad banner promoting our FreeShipping**** program. Mr. ****** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how he can try the program at the trial fee of $2.00 for 7 days. The terms on that page, titled “Offer Details,” explained that if he did not cancel his subscription by the end of the trial, his subscription would automatically continue, and the monthly subscription fee would be charged to the credit card account that he provided.
Our records show that he completed the registration process by providing his full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent Mr. ****** a welcome e-mail to the e-mail address he provided upon enrollment that included full information on how he can access and enjoy his program benefits and reiterating the program billing terms.
As a courtesy, I have issued a full refund back to Mr. ******’s account. The total refund will be $2.00. The refund will be issued back to the card on file.
Again, we regret any inconvenience this may have caused Mr. ******.

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Clarus Commerce, LLC is BBB Accredited.