Business Profile

Online Retailer

shopatmars.com

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

193 total complaints in the last 3 years.
94 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:06/14/2025
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 have sent four emails to the Shop at Mars to cancel a membership of 49 dollars a month. They have emailed me back three times saying the membership has been cancelled but I am still getting the charges on my account for 49 dollars. I currently have a pending charge for this fee on my account. I do not want this membership any longer and they will not cancel it
Business Response
Date: 06/19/2025
Dear Better Business Bureau,
We are writing in response to the recent complaint filed by the Customer regarding charges related to a subscription service.
After reviewing the account in question, we confirm that the subscription was canceled, and the customer will not be subject to any further charges. The cancellation has been processed in full, and the billing cycle has been terminated to ensure no future deductions occur.
We also want to confirm that this matter was already addressed and resolved directly with the client. Any concerns they had were acknowledged and handled in a timely manner, and we believe the issue has now been satisfactorily concluded.
We take customer concerns seriously and always strive to provide a transparent and fair resolution process. We appreciate the client bringing this to our attention and are glad we could reach a resolution.
Please consider this matter closed. Should you require any additional documentation or clarification, we would be happy to provide it.

Sincerely,
Beauty of Mars Team
Initial Complaint
Date:05/29/2025
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.
From 02/24/24-03/28/25. I was charged $49 for each of these months for a membership that I did not authorize. Apparently, I placed an order on 2/5/25 for a total of $9.99 and then there was a 3 day trial period, after which I was charged the $49 fee each month. I did not catch this until 2025. I reached out to them this month and was refunded the $49 amount for April, but was given no assurances for the remaining dollar amount. I wish to see if there is any way I can recoup the remaining monetary amount, as that is quite substantial.(14 months X $49.00 = $686.00). I have read reviews from other customers and found similar problems regarding this same membership fee amount being charged to them without their knowledge. How can they charge for a membership with nothing being included in it.
Business Response
Date: 06/11/2025
Thank you for the opportunity to respond.

At the time of checkout, the customer agreed to enroll in our membership program by selecting a checkbox that clearly disclosed the membership terms, including recurring billing.

Upon review, we confirm that the membership was canceled. We also note that the customer filed a chargeback for the same transaction. Since the refund had already been processed directly through our system, we trust this matter is now fully resolved.

We strive to provide transparent service and appreciate the opportunity to clarify this situation. Should the customer have any further concerns, we remain available to assist.

Sincerely,
Shop at Mars Team
Initial Complaint
Date:05/22/2025
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.
Have been receiving $49/month charges against credit card ending in 3225 from Shop at Mars, ************ for several months. Called them indicating this in error, they agreed indicating charges would end and refund issued for past charges. The charges continue nevertheless.
Business Response
Date: 06/10/2025
Thank you for the opportunity to respond.
At the time of checkout, the customer agreed to enroll in our membership program by ticking a checkbox that clearly outlined the terms of the subscription, including recurring charges.

Upon review, we confirm that the membership was canceled and fully refunded at the customers request. No further charges will be made.

We believe this matter has been resolved, and we appreciate the customers feedback. If any additional assistance is needed, we are happy to help.

Sincerely,
Shop at Mars Team
Customer Answer
Date: 06/23/2025
The vendor is less than candid. Disregarding other matters, charges to the customer both prior to the complaint date and subsequent to concellation date should be refunded. They should refund three months if payments. A very shifty business practicd.
Customer Answer
Date: 06/23/2025

Complaint: 23364988

I am rejecting this response because:
The vendor is less than candid. Disregarding other matters, charges to the customer both prior to the complaint date and subsequent to concellation date should be refunded. They should refund three months if payments. A very shifty business practicd.

Sincerely,

******* *****
Business Response
Date: 06/24/2025
Dear Better Business Bureau,

We are writing in response to the recent complaint filed by the Customer regarding charges related to a subscription service.

After reviewing the account in question, we confirm that the subscription was canceled, and the client will not be subject to any further charges. The cancellation has been processed in full, and the billing cycle has been terminated to ensure no future deductions occur.

We also want to confirm that this matter was already addressed and resolved directly with the client. Any concerns they had were acknowledged and handled in a timely manner, and we believe the issue has now been satisfactorily concluded.

We take customer concerns seriously and always strive to provide a transparent and fair resolution process. We appreciate the client bringing this to our attention and are glad we could reach a resolution.

Please consider this matter closed. Should you require any additional documentation or clarification, we would be happy to provide it.

Sincerely,
Shop at Mars Team
Initial Complaint
Date:05/09/2025
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 just realized that Shop at Mars has been charging my credit card 49. Monthly and I have never agreed to this.
Business Response
Date: 06/10/2025
Thank you for bringing this to our attention.

At the time of checkout, the customer agreed to enroll in a membership program by selecting (ticking) the checkbox that clearly outlined the terms of the subscription, including the recurring billing. This information was presented transparently prior to payment.

Upon reviewing the customer's account, we confirm that the cancellation request was received and processed accordingly. No further charges will occur, and the membership has been canceled as requested.

We value our customers and strive to ensure that all terms are clearly communicated during the purchasing process. Should the customer have any further questions or concerns, we are happy to assist.

Sincerely,
Shop at Mars Team
Customer Answer
Date: 06/26/2025

Complaint: 23309836

I am rejecting this response because: This business should be forthcoming. They know its not proper what they do. They have many complaints about the same thing. I would like a refund please and thank you.

Sincerely,

********* *********
Business Response
Date: 06/29/2025
Dear Better Business Bureau,
Thank you for bringing this matter to our attention.
After reviewing our records and correspondence with the customer, we would like to clarify that the customer requested a cancellation of the service/product but did not request a refund at any point during the interaction. As per our standard procedure, we promptly processed the cancellation as requested.
If the customer wishes to request a refund, we are happy to review the situation further in accordance with our policies. We are committed to resolving this matter amicably and maintaining our customer satisfaction standards.
Please let us know if any additional information is needed.

Sincerely,
Beauty of Mars Team
Initial Complaint
Date:05/07/2025
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.
Shop at Mars had taken $49. from my account every month for last 3 months. I'm sure I purchased something from them but I still don't know what or why continue to charge me. I live on 481. Social security check.
Business Response
Date: 06/02/2025
Angel from shopatmars.com advised that the consumer enrolled in their membership for free shipping but it has since been cancelled and a refund for $49 was processed on 05/07/25. If the consumer would like the rest of the charges to be refunded it willl be subject for approval. An email will be sent to the consumer with an update on this request (in the next 7-14 business days).
(ENTERED BY BBB STAFF)
Initial Complaint
Date:04/28/2025
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 apparently made a purchase in 2024 from a company and they have been charging me $49 a month ever since. My bank just made me aware of this
Business Response
Date: 05/28/2025
Vanette from shopatmars.com advised that they were trying to charge the consumer because when he purchased their mini portable ****** on 8/15/24, it enrolled him in a membership for free shipping. A trial for this membership lasted for 3 days and since the consumer did not cancel during the trial; he continued to be charged.
The membership came with free shipping, unlimited discounts, etc.
Vanette confirmed this membership has now been cancelled and confirmation has been sent to ******** email.
(ENTERED BY BBB STAFF)
Initial Complaint
Date:04/25/2025
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 can't find any information on this company or the ad I responded to. My **************** card states a purchase made on the 25th of March 2025 for the amount of $49.00. I did purchase this patio set of outdoor furniture from a pop-up screen on the Wayfare web site. These items have never been delivered and I can't find any information on the purchase other that the charging of my credit card. I would like the patio furniture delivered or a refund to my **************** credit card.
Business Response
Date: 05/21/2025
Vanette from shopatmars.com advised that they do not sell furniture so that patio purchase was made with a different company. However, ******* confirmed that the consumer purchased a kitchen sink drainer on 12/17/24 for $9.99. At the time of purchase, the consumer signed up for free shipping enrolling her into shopatmars.com's monthly subscription that started billing her in January 2025. ******* stated that they received no email or any request to cancel this subscription until today, 5/21/25. ******** membership is being cancelled and a confirmation email is being sent to her.
(ENTERED BY BBB STAFF)
Customer Answer
Date: 05/21/2025

Complaint: 23250802

I am rejecting this response because:
Upon looking further, I did discover that I did purchase the drain stopper for a sink. I did not sign up for any other service and it was added automatically added. I have received a charge of $49. and now a monthly charge of $29. I have since canced this account, which I never authorized. I would like my $49. and $29. refund. Thank you.

Sincerely,

****** *****
Business Response
Date: 06/11/2025
Thank you for the opportunity to respond.

At the time of checkout, the customer agreed to enroll in our membership program by selecting a checkbox that clearly disclosed the membership terms, including recurring billing.

Upon review, we confirm that the membership was canceled. We also note that the customer filed a chargeback for the same transaction. Since the refund had already been processed directly through our system, we trust this matter is now fully resolved.

We strive to provide transparent service and appreciate the opportunity to clarify this situation. Should the customer have any further concerns, we remain available to assist.

Sincerely,
Shop at Mars Team
Customer Answer
Date: 06/11/2025
I thought the free shipping was for the 9.99 charge, which I did purchase. I didn't see the terms of free shipping or how much this service cost( it was not listed immediately) This information is so small on a purchase, you'd need a magnifier to see it. As soon as I realized these charges, I did call and cancel. It is very unfair. I still don't understand what the two ***** are for. Then the charges dropped to 29. I want my money back for this service unfairly added on. Please help me with this unfair company which has had multiple complaints.
Customer Answer
Date: 06/11/2025

Complaint: 23250802

I am rejecting this response because:
I thought the free shipping was for the 9.99 charge, which I did purchase. I didn't see the terms of free shipping or how much this service cost( it was not listed immediately) This information is so small on a purchase, you'd need a magnifier to see it. As soon as I realized these charges, I did call and cancel. It is very unfair. I still don't understand what the two ***** are for. Then the charges dropped to 29. I want my money back for this service unfairly added on. Please help me with this unfair company which has had multiple complaints.

Sincerely,

****** *****
Business Response
Date: 07/07/2025
Thank you for sharing your concerns.
We sincerely apologize for any confusion or frustration you experienced.
The subscription service in question, which includes benefits such as free shipping, was offered during checkout. Thank you for reaching out. The terms and cost of the service are clearly disclosed during the sign-up process, and we strive to present this information in a transparent and accessible way. We're continually working to enhance the clarity and visibility of key details to ensure a smooth experience for all users.

Upon receiving your request, we promptly canceled the subscription and issued full refunds. We appreciate your feedback and are always looking for ways to improve.
If you have any additional questions or need further assistance, our customer service team is here to help.

Customer Answer
Date: 07/09/2025

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:04/23/2025
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.
This company takes ***** out of my checking account monthly for several months now. I've tried to stop it with no luck.
Business Response
Date: 05/19/2025
Vanette from H3*343630303937343834H advised that the consumer's membership is being cancelled. Also, ******** * most recent transactions will be refunded. Anything further than that is subject for approval that takes 7-14 business days
(ENTERED BY H363137393*38313831H STAFF)
Initial Complaint
Date:04/21/2025
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 are attempting to charge my card months after I bought something for ten dollars off this site i hear they are a scam now they been charging me I know for sure just on April 17 they did for 71 dollars for no apparent reason
Business Response
Date: 05/16/2025
Unise from shopatmars.com advised that the consumer's membership has been cancelled and no further charges will be attempted. The consumer's request for a refund has been escalated.
(ENTERED BY BBB STAFF)
Initial Complaint
Date:04/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my membership on the 3/10/25 and received confirmation from you that it had been cancelled (copy attached) You have since taken $88.49 from my Credit card on the 4/4/25.I would like you to refund this amount to me and confirm in writing that you have definitely cancelled the Membership.I have brought from you but I don't ever recall becoming a member.
Business Response
Date: 04/16/2025

Thank you for reaching out.

Upon checking, the charge in question is for the ********** Membership, which was clearly stated on the checkout page at the time of your order. This membership includes benefits such as free shipping, discounted pricing, and a 3-day trial period.

Please note that the membership was agreed to by checking the box at checkout. Additionally, based on our investigation, we found no record of any email or message from you requesting cancellation during the trial period.

As the membership was not canceled within the trial period, the charge was automatically applied in accordance with the terms and conditions presented at checkout.

If you have any further questions or need assistance, feel free to let us know we're happy to help!

Regards,
Shop at Mars team
Customer Answer
Date: 04/16/2025

Complaint: 23185013

I am rejecting this response because: I need to know if they have cancelled my membership and stopped debiting my credit card
every month and I sent a copy of them accepting my cancelling my membership which I don't remember ever agreeing to.
This is starting to look like a scam.

Sincerely,

*** ********
Business Response
Date: 05/09/2025
***** from shopatmars.com confirmed that ***** ********** Membership has been cancelled effective 04/16/25. ***** advised that *** can assured that no further charges will be attempted.
(ENTERED BY BBB STAFF)

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shopatmars.com is NOT a BBB Accredited Business.