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:03/06/2026

  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.

  SPS Commerce is attempting to collect payment for subscription-based REMOVEDservices that were never delivered to REMOVEDThe contract was signed by a 1099 independent contractor who had no authority to bind the company. REMOVEDnever verified signing authority.The contractor has since informed us that he attempted to cancel the subscription shortly after signing, when the underlying business opportunity fell through. According to the contractor, REMOVEDrefused to allow cancellation, stating that the contract had already been executed and was non-cancelable despite the fact that no services had been delivered and no implementation had REMOVEDonboarding was completed, no REMOVEDconnectivity was established, the platform was never accessed, and zero transactions were processed. REMOVED's own records will confirm zero usage.Despite no services being delivered, SPS issued monthly invoices, then charged a $4,985 "Cancellation Fee" with no contractual basis, and referred the matter to a third-party collection agency (REMOVED) and collection counsel (REMOVEDLaw, P.C.).The total claim is $11,216.25 in principal plus $3,735.01 in interest and fees.We are seeking: cancellation of all charges, confirmation of a $0 balance, withdrawal of the collection action, and an investigation into SPS Commerce's billing practices for services never rendered.

  Business Response

  Date: 03/10/2026

  Hi, 

  Thank you for reaching out to SPS Commerce. Our team has been in email correspondence. All invoices are valid per the terms of your signed agreement. 

  Thank you,

  Customer Answer

  Date: 03/16/2026

  We are rejecting this response because:
  
  SPS Commerce has not addressed any of the specific issues raised in our complaint:
  
  1. The contract was signed by a 1099 independent contractor with no authority to bind REMOVED. REMOVEDnever verified signing authority.
  
  2. No services were ever delivered. The platform was never accessed, no EDI connectivity was established, and zero transactions were processed. REMOVED's own records will confirm zero usage.
  
  3. The contractor attempted to cancel shortly after signing. SPS refused.
  
  4. The $4,985 "Cancellation Fee" has no basis in the Order Form.
  
  5. SPS's response to BBB is a generic dismissal that fails to address any of the documented facts. This is consistent with the pattern of conduct that led to our complaint.
  
  Met Trade formally disputes this debt in its entirety and maintains that no amount is owed.
  
  

  Business Response

  Date: 03/26/2026

  Hi, 

  Thank you for reaching back out to SPS Commerce. The agreement is valid under principles of apparent authority. SPS Commerce is a subscription based service, so invoices are valid even if the service is not being utilized. 

  This has been reviewed, and the balance is considered valid per the terms of the signed agreement. 

  Thank you, 

• Initial Complaint

  Date:02/25/2026

  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.

  We are a small local supplier to Whole Foods who is a new customer to SPS. We were contacted by REMOVEDsaying that Whole Foods will be using their platform moving forward for EDI payments, and talking about how much more streamlined this was going to make everything. I set up calls with their REMOVEDwho had absolutely no idea what services they were specifically included in the Whole Foods plan. They also had no idea that I was exempt from this platform as a small supplier. However they encouraged me to sign up so I did thinking it would help with inventory visibility for our brand (which was not actually included but the REMOVEDtold me it was). I was told billing would start 8/15/25 and the platform would be live then. Then received an email that it wouldnt be live for another month (9/15/25). However they started billing me in August. I reached out to my Whole Foods contact who informed me we did not need to be on this platform as a small supplier. So I cancelled the service on 9/22/25. They continued to bill me for another 3 months. When I contacted them asking why my service had not been cancelled they responded saying in my contract there is a 30 day cancellation and the date I cancelled was not within that range so I continued to be billed through November for a service that I never once used. I am now receiving threatening emails from they saying they are going to send me to collections over $135. It seems to be an issue with many others on this platform and really frustrating as a small business owner to be threatened in this way over such a minuscule amount of money for a service I never used. Thumbs down to this platform. They seem to make a practice of over billing and then pointing to fine print in a bs contract.

  Business Response

  Date: 03/02/2026

  Hi, 
  
  Thank you for reaching out to SPS Commerce. Our team has been in correspondence. All invoices are valid per the terms of your signed agreement.

  Thank you, 

• Initial Complaint

  Date:01/08/2026

  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.

  SPS Commerce REMOVEDfor subscription-based REMOVEDservices that were never implemented. REMOVEDwas engaged solely to onboard our products. No onboarding occurred, no REMOVEDconnection was activated, and no transactional capability was ever set up. REMOVEDrepeatedly acknowledges that implementation never began.SPS is now attempting to bill for monthly subscription services and the remainder of the contract term despite providing absolutely no services. Additionally, REMOVEDrefuses to provide the full detailed agreement and only sent a signature page.The individual who signedthe complainantwas a 1099 independent consultant, not an officer or owner of the REMOVEDand did not have authority to bind the company to long-term billing.We are requesting the account be closed at $0, confirmation that no collections activity will be pursued, and that SPS cease attempting to bill for services that were never delivered or activated.Resolution Requested:Cancel disputed contract Confirm $0 balance Confirm no collections Written acknowledgment no services were delivered

  Business Response

  Date: 01/12/2026

  Hi, 

  Thank you for reaching out to SPS Commerce. Our team has been in email correspondence. All invoices are valid per the terms of your signed agreement. 

  Thank you, 

• Initial Complaint

  Date:07/24/2025

  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.

  Billed for services not used after request to terminate services

  Business Response

  Date: 07/25/2025

  Hi,

  Thank you for reaching out to SPS Commerce. Based on when the cancellation link was received, all invoices are valid per the terms of your agreement. Our Billing Team reached out to you through email to gather more information on this. 

  Thank you, 

• Initial Complaint

  Date:06/16/2025

  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.

  SPS COmmerce has been our EDI provider from Jan 2023. It is in the business of providing a platform two businesses to exchangee documents and communicate. The price charged is per document transmitted on SPS COmmerce's portal. Early on we found that duplicates of some documents were sent across and we were charged twice for them SPS COmmerce credited us $93 on Jan 31st 2024 and on the same day debited $93. We have been trying to date to get them to acknowledge the mistake and refund us the $93. We continued to find several over billing mistakes - to the tune of 2645. We paid on average $2.26 per document. That is an excess charge of $5,966.52. We arrived at this excess by counting the number of documents on our SPS account for the invoice period. We have been communicated the same to them. We have sent several email messages and phone conversations to try and get the credit.since April 2024 trying to get these charges refunded to us. We are seeking $93 + $5,966.52 = $6059.52.

  Business Response

  Date: 06/23/2025

  Hi,

  Thank you for reaching out to SPS Commerce! Our Billing Team will be in touch with you shortly to address and answer any outstanding questions from a billing perspective.

  Thank you, 

• Initial Complaint

  Date:09/27/2024

  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 contacted SPS Commerce on 8/29/24 regarding a request to downgrade my monthly plan. I heard nothing from them for a week, so I recontacted them. I receieved a response on 9/19/25 with the following: FROM SPS: "On review, I see you're currently allotted REMOVEDdocuments annually. Over the last 12 months, you have used 595 documents. I have attached a Document Volume Report for your review. I'm happy to assist you in reducing your document count. Please note any changes made to your agreement will be effective when your agreement renews on 4/21/25. With your current volume, I would recommend a new allotment of 700 documents annually, would this meet your business needs?"I wrote back to them on 9/19/24 and told them I expect the billing to be adjusted for the month of September billing, and not wait until 4/21/25 since I do not need this volume of service. The business has ignored my emails and hasn't provided an option to change my service to a lower cost plan. I want the plan with 700 documents annually as SPS mentioned effective immediately, and I need to know the monthly cost of this since SPS has ignored this question as well. I would like BBB to assist me in receiving timely communication through email so this plan can be changed and resolved this billing cycle, September 2024. I am disputing the charge of $707 with my bank and will continue to do so until SPS Commerce is willing to edit and change my plan to meet my business needs. Regards,REMOVEDStar Point Horsemanship

  Business Response

  Date: 10/01/2024

  Hi,

  Thank you for reaching out to SPS Commerce. Our team sent an email yesterday to address any additional questions. All invoices are valid per the terms of your signed agreement. Our team is available to answer any follow up questions that you may have. 

  Thank you, 

  Customer Answer

  Date: 10/02/2024

   I am rejecting this response because:
  
  
  
  
  This is a standard response that does not solve my problem. I have not received any email with pricing, a new package option, or an immediate solution. 

   

  I will not accept SPS Commerce ignoring my requests for a new document plan package. I want a new price package for the 700 forms affectively immediately this billing cycle, or I will continue to dispute the charges with my bank. 

   

  The lack of communication from this company is not acceptable. They do not explain terms or contracts correctly. 

  Business Response

  Date: 10/04/2024

  Hi,

  Thank you for reaching out to SPS Commerce. Our Contract Management team sent an email out through the assigned case number earlier this week. We would not be able to offer an earlier reduction due to when the notice to reduce was received. All invoices are valid per the terms of your agreement. 

  Our team will reach out again to address your agreement in greater detail. 

  Thank you, 

  Customer Answer

  Date: 10/12/2024

   I am rejecting this response because:
  
  

  I will not accept the contract with the effective date being 4/21/25. I want the new rate for my business needs to take effect immediately next billing cycle. I will not accept anything less and will not close the compliant with BBB until this action is taken on my account. I am not going to continue to pay for a service I do not need. 

  The sales team sold this package to me and did disclose the 12 month agreement terms. This was false information to your customer. I am not going to honor an agreement I was not aware of. 

  Moving forward, I will agree to a 12 month contract on the new rate you quoted me. I am happy to do this because it will be the package my business needs from your business. I am not going to overpay for a package that was misleading and excessive for my needs so your sales team can earn a commission and disregard my business needs after the fact. 

  I expect the next response to be attending to my needs and setting up the new rate for 12 months for my account. 

   

  
  

• Initial Complaint

  Date:09/04/2024

  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.

  When entered into business with them the services I signed a contract for were not rendered as promised. I attempted contacting multiple times via email and phone calls with little to no response, I was given phone numbers for managers multiple times that only lead to voicemails with no returned calls. I then canceled the contract but was still billed monthly on it. Was forced into a settlement even thought they did not uphold their end of the contract in the first place.

  Business Response

  Date: 09/09/2024

  Hi,

  Thank you for reaching out to SPS Commerce. When the agreement was signed, an implementation project was created and an analyst was assigned. Invoices were billed per the terms of your agreement and when the cancellation was received. Our Payment Solutions team reached out to help coordinate a settlement. 

  Our team will be reaching out to you to discuss this further and to answer any questions.

  Thank you, 

• Initial Complaint

  Date:08/18/2024

  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.

  We stopped using 2 channels in this service and I requested their removal more than 30 days before the annual automatic renewal. I was told that remove requests must be 60 days before 1 year contract renewal or it automatically renews for another year. This is not a fair practice. It's not right to charge me another 12 months x 2 accounts for channels that I am not using. I would like these channels closed, refunded for the months I was charged for these unused channels, and open channel contracts updated with this unfair clause removed.

  Business Response

  Date: 08/22/2024

  Hi,

  Thank you for reaching out to SPS Commerce. After reviewing with our team, we can confirm the cancellation was submitted. All invoices have been billed per the terms of your signed agreement. The cancellation clause was included in the signed agreement. I will be reaching out directly to address this in further detail. 

  Thank you, 

  Customer Answer

  Date: 08/22/2024

   I am rejecting this response because:
  Despite my previous communication, the issues remain unresolved. The unfair terms continue to be enforced, I am still being charged for channels I do not use, and no refund has been issued.
  These three matters must be addressed immediately. It is both unjust and unreasonable to continue billing me for services I am not utilizing. The 30-day notice period is more than sufficient for me to notify you of my intent to cancel, and I expect these concerns to be rectified without further delay.

  
  

  Business Response

  Date: 08/30/2024

  Hi, 

  Thank you for reaching back out. Our team reached out through email to address your complaint in further detail. All outstanding invoices are valid per the terms of your signed agreement. The cancellation clause was included in the signed agreement, so we are unable to remove this. 

  Our team is happy to answer any further questions. 

  Thank you, 

• Initial Complaint

  Date:01/16/2024

  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 have identified certain transactions on my consumer report to be a result of identity theft. I confirm that I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. Therefore, I am requesting that the reporting of this information be removed, blocked, and deleted within 4 business days from the receipt of this letter. Account Name: SPS Account Number: REMOVEDSincerely,REMOVED

  Business Response

  Date: 01/17/2024

  Hi,

  Thank you for reaching out to SPS Commerce! I am going to send you an email in a moment to gather some clarifying information.

  Thank you, 

• Initial Complaint

  Date:12/21/2023

  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.

  The contractual agreement we signed with SPS involved paying for their EDI capabilities to keep us in compliance with our dropshipping vendor partner. The engagement began in April with production (and payments to SPS) beginning in June. The services rendered never achieved the compliance we were promised by SPS and after 4 months with no progress to show, we submitted our cancellation notice to them and requested a refund for what we had paid as they had still not delivered their promised results. Not only did they quickly deny our refund request without any willingness to discuss or understand the problem, but they continued to bill us for two more months and are demanding payment for this as well. After dozens of emails stating we never received the services we paid for, SPS is refusing to acknowledge it and is now threatening to send the latest two unpaid invoices to third-party collections. We have been in business for nearly 3 years and we have dealt with dozens of vendors and suppliers with no problems. We have never had any delinquent payments, no bad debt (or any debt at all for that matter), and have an outstanding credit score. After checking out SPS's reviews on the BBB page, I read many terrible (and recent) reviews that sound exactly like the situation we're in now. We are a small business and don't have the resources to contest this in court. I would really appreciate some help and involvement from the BBB to address this with SPS as there seems to be a trend in the way they do business with us and other clients. This type of deceptive advertising and empty promises for services that are not fully rendered creates a dangerous environment for small companies and start-REMOVEDlike us.

  Business Response

  Date: 12/26/2023

  Hi, 

  Thank you for reaching out to SPS Commerce. My initial review indicates the invoices paid and the outstanding invoices are valid per the terms of your signed agreement. If there are outstanding invoices and you need assistance with making a payment, our Payment Solutions team can help. I will be reaching out to you shortly. I am happy to answer any questions and provide additional information regarding your invoices.

  Thank you,