Complaints

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

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• 

  Clarus Commerce, LLC

  500 Enterprise Dr Ste 2D Rocky Hill, CT 06067-3913

  
• 

  FreeShipping.com

  Dupont, WA 98327

• 

  Clarus Commerce, LLC

  PO Box 290728 Middletown, CT 06457

  
• 

  Clarus Commerce, LLC

  PO Box 447 Herndon, VA 20172

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:03/23/2023

  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 03/22/2023 I made an internet order to ************. I made the minimum order for free shipping. When checking out a window popped up stating free shipping and ask for my credit card number. I filled it out.
  This was a scan. The website was freeshipping****, of Clarus Commerce,LLC. They timed their ad in the middle of my check out to ******** and it appeared to be part of my check out. There was a $2.00 charge for FreeShipping****. I had free shipping from ********.
  I called the company and was told that I must have ordered on line and that was the charge. But they had nothing to do with shipping of my product. I am making a formal complaint about the unscrupulous actions of this disreputable company.

  Business Response

  Date: 03/23/2023

  I write in regards to the above referenced complaint submitted to
  your office by Ms. ******. 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 March
  22nd, 2023, after making an online purchase online, Ms. ****** was presented
  with an ad banner promoting our FreeShipping**** program. Ms. Griffin 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 Ms. ****** 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. 
  
  Ms. ****** contacted us on
  3/23/2023 to cancel her account and we did issue a full refund of $2.00 back to
  her at that time. This credit will post back to the card on file in 2-5
  business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

  Customer Answer

  Date: 06/07/2023

  I mistakenly signed up for Freeshipping**** in March 2023, when a popup ad came in the middle of my ordering. I always order the minimum so I won't pay shipping. I was fooled. I saw the charge on 3/23/23 and called my bank and Freeshipping . I got my $2 back and cancelled my membership. Now again charged $2 by Freeshipping 6/5/23. I called and was told I signed up, which I didn't. This means they have my debit card on file and have not removed it. I called again today 6/8/23 and told them to delete, get rid of, remove all traces of my debit card number and all the files they have on me. This is my second complaint about and my second charge from Freeshipping****. After they were suppose to cancel my account. This company is fraudulent, and popup adds should be against the law.

  
  

  Business Response

  Date: 06/08/2023

  I write in regards to the above referenced complaint submitted to
  your office by Ms. ******. 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 June
  2nd, 2023, after making an online purchase online, Ms. ****** was presented
  with an ad banner promoting our FreeShipping**** program. Ms. ****** 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 Ms. ****** 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. 
  
  Ms. ******’s membership
  was canceled and fully refunded for the $2.00 trial fee on 6/7 after she contacted
  our customer service department. This is a separate membership Ms. ******
  signed up for and not related to the membership billed previously in March.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

• Initial Complaint

  Date:03/23/2023

  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.

  Like many of the other complaints here about FreeShipping****, I recently noticed a $13.00 charge from this company for a service I did not sign up for nor did I give this company any contact information or credit card information. Looking back at my credit card statement I see that I have been been charged a monthly fee of $13.00 since October 26, 2022 and I want this to stop effective immediately, March 22, 2023.. I would appreciate a full refund of $65 for the five months of charges placed on my credit card October 26, 2022 through February 23, 2023 and I would expect that this company will never bill me again.

  Business Response

  Date: 03/27/2023

  I write in regards to the above referenced complaint
  submitted to your office by Ms. *******. 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 18th, 2022, after making an online purchase on **********,
  ***** ******* 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 7 days at no cost. 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. 
  
  This membership
  has been canceled and fully refunded for $78.00. This credit will post back to
  the card on file in 2-5 business days.
  
  Again,
  we regret any inconvenience this may have caused Ms. *******.

  Customer Answer

  Date: 03/27/2023

  
  
  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.  I will contact you again if the company does not post a refund to the card in 2-5 days as promised.  Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/21/2023

  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.

  Recently I discovered that I was being charged $9.97 monthly by Shopsmarter**** for a "service" I did not want, nor knowingly ever requested. In my initial conversation with the company (3/2/2023), they "agreed" to refund 3 months of charges. And they promptly credited my credit card. On the 8th, they agreed to refund the entire 33 months of charges. Initially I was informed that they were unable to successfully refund the charges to my card, and that they would send the refund by check. But 8 credits appeared between the 8th and the 9th of March. When I questioned the remaining balance due (@ $189.43), I was told that a check would be issued within 5-7 days. I followed up with the company's customer service people on the 16th and so far have been told that they had trouble issuing the check and now they are having trouble "mailing" the check. I have also been told that they couldn't "find" the account. I would like to bring this matter to a close. I suspect that I need your help in getting that done.
  Thank you.

  Business Response

  Date: 03/21/2023

  I write in regards to the above referenced complaint
  submitted to your office by *** *******. We regret any confusion or
  inconvenience they experienced when doing business with our company and trust
  that this letter will address their concerns.   
  Our records show that on July 8th, 2020, after making an
  online purchase on ***************, *** ******* was presented with an ad banner
  promoting our ShopSmarter program. *** ******* clicked on the banner and
  arrived on our order registration page, which provided full details about our
  money saving membership program and how they can try the program for the trial
  fee of $1.97 for 7 days. The terms on that page, titled “Offer Details,”
  explained that if they did not cancel their subscription by the end of the
  trial, their subscription would automatically continue and the monthly
  subscription fee would be charged to the credit card account that they
  provided. 
  Our records show that they completed the registration
  process by providing their 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 they provided upon enrollment that included full
  information on how they can access and enjoy their program benefits and
  reiterating the program billing terms. 
  As a courtesy, I have issued a full refund back to ***
  *******’s account. The total refund will
  be $330.98, and the remaining credit will post back to the card on file within
  2-5 business days.
  Again, we regret any inconvenience this may have caused ***
  *******.

• Initial Complaint

  Date:03/13/2023

  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.

  Reviewing my credit card statements today I found monthly charges for $12.97 from freeshipping****. I called the number on the charge ###-###-####. The person answering told me I had a membership but could not tell me the benefits. It turns out I have been paying this since 2018!!!. My husband pays this bill and he did not notice; he is elderly, a disabled viet nam combat veteran with cancer. The entire thing is a scam. There is zero value and zero service. It is shameful that people get away with this activity.

  Business Response

  Date: 03/13/2023

  I write in regards to the above referenced complaint submitted to
  your office by Ms. ****. 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
  11th, 2018, after making an online purchase, Ms. **** was presented
  with an ad banner promoting our FreeShipping**** program. Ms. **** 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 $1.97.  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 Ms. **** 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. 
  
  Ms. ****’s membership has
  been canceled and fully refunded for $689.38. This credit will post back to the
  card on file ending in 0644 in 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ****.

• Initial Complaint

  Date:03/13/2023

  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 recently noticed a subscription charge on my *****l called Freeshipping****. I have not recollection of signing up for this site and after inspection I realized they had been charging me 13.00 for several months. Further investigation found that this is a scam site that finds people’s information and charges them a “monthly subscription” I have files a complaint with *****l and contacted the site directly. Please be warned, this is a fraudulent business.

  Business Response

  Date: 03/13/2023

  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 November 4th, 2022, after making an
  online purchase on ******************, 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. 
  Mr. *******’s membership was canceled effective 3/11/2023.
  We received two disputes for the $13.00 membership fee from Mr. *******’s bank
  which have been approved. The additional membership fees have been refunded for
  a total refund of $65.00. No further membership fees will be billed under this
  membership.
  Again, we regret any inconvenience this may have caused Mr. *******.

• Initial Complaint

  Date:03/09/2023

  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 charged $13 a month on my ******** credit card for the pass three years. I request a refund and was told I can only receive $65 back. I request to talk with a supervisor and no has contacted me yet.

  Business Response

  Date: 03/15/2023

  I write in regards to the above referenced complaint submitted to
  your office by Ms. ******. 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 July
  7th, 2020, after making an online purchase on ******************,
  Ms. ****** was presented with an ad banner promoting our FreeShipping.com
  program. Ms. ****** 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 Ms. ****** 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. 
  
  Ms. ******’s membership
  has been canceled and a full refund of $418.00 has been issued back to the card
  on file. This remaining credit will post in 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

• Initial Complaint

  Date:03/09/2023

  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.

  In November of 2022 I shopped at **** ***. While on the website I saw a discount tab and clicked on it. Apparently, the discount was thru *************** and without my knowledge I started being charged $12.97 a month for a service I never subscribed to and never used. At no time did I receive a payment due notice or any email communication from this company. I never created an account , set up a password, or set up autopay, and yet these scammers continued to charge me for four months before I caught the ruse. I contacted shopsmarter and rec’d a refund, but their methods are obviously scamming many others others by way of fraudulent charges. They must notify customers that they are being charged a monthly fee before surreptitiously taking the money from one’s account. I’m sure there are thousands of others who are unknowingly being charged by this disreputable company.

  Business Response

  Date: 03/15/2023

  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 November 26th, 2022, after making
  an online purchase on ***********, 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 for 7 days for
  the trial fee of $1.97. 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. 
  Mr. *****’s membership was canceled and fully refunded for $53.85
  at his request on 3/8/23.
  Again, we regret any inconvenience this may have caused Mr. *****.

  Customer Answer

  Date: 03/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Complete ********. These folks are scammers.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:02/24/2023

  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 used their service for purchasing air tickets and I should have got 10% of cashback. I did get confirmation email about the 10% cashback but when actual payout came in picture I didn’t receive and they denied and didn’t get my cashback.

  Business Response

  Date: 03/13/2023

  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 Mr. *** has submitted two missing cash
  back inquiries when cash back did not automatically report for his purchases.
  We submitted an inquiry with the retailers to determine why the cash back did
  not automatically report upon receiving Mr. ***’s inquiries. Please note that
  there are a variety of reasons why a participating retailer may not report a
  purchase to us, these restrictions are outlined on the Freeshipping**** site
  under Terms of Service.
  We have not yet heard back from the retailer’s regarding the
  mentioned orders. We have added the 10% cash back for these two orders to Mr.
  ***’s savings center and it will be included in his next monthly savings payout
  on 3/15/23.
  Again, we regret any inconvenience this may have caused Mr. ***.

• Initial Complaint

  Date:02/21/2023

  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 tried to cancel ***** ****** Member's Reward program that is administered by Clarus Commerce. I asked them to cancel and close account. They gave me a phone number to call and said was managed by another company. Their 24 hour 7 day a week line disconnects. Did it to me 4 times. Write in the chat again to get address where I can cancel. They send me online link where I could cancel with ***** ******. Why didn't they do that in the first place.? I tried that and it did not accept the same password I used to get on the chat to ask how to cancel. I check my stored passwords and it is correct so try again. No luck. Request a reset password and no email. One more time same. No email to reset yet. Not resolved yet.

  Business Response

  Date: 02/22/2023

  I write in regards to the above referenced complaint submitted to
  your office by Ms. *******. 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 the
  ***** ****** Member Rewards membership was canceled effective 2/18/2023 at Ms.
  *******’s request. No further membership fees will be billed under this membership.
  
  Again, we
  regret any inconvenience this may have caused Ms. *******.

• Initial Complaint

  Date:02/15/2023

  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.

  I was sent an erroneous 1099. I've tried emailing and calling with zero success. You sent me a 1099 for 2022 when I did not receive any reward from you all. I did receive a reward in 2021 and was sent an appropriate 1099. However, you all resent the same 1099 for the same amount in 2022. I want a corrected 1099 that shows zero other income.

  Customer Answer

  Date: 02/15/2023

  ***** ***** * ************************
  ***** ********** ******** *** **** ***** **
  *** **** *****************
  ******** **** ***** **** ***** ******** **** **********
  
   

  I need to cancel this complaint.  They responded and sent me a corrected 1099.