Complaints

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

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  BitBranding, LLC

  550 S Watters Rd STE 271 Allen, TX 75013-5231

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  BitBranding, LLC

  PO Box 1731 Allen, TX 75013-0030

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:05/15/2025

  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.

  Date of Enrollment: 9 September 2024 Total Paid: ***** (~$6000 USD)Important: The full amount was originally paid in GBP and must be refunded in GBP (British Pounds Sterling) to ensure I receive the complete amount without loss due to currency conversion or exchange rate **********************: BitBranding Optimized Store Owner (OSO) Program I am a UK-based consumer who enrolled in BitBrandings OSO program based on a recorded sales call where the co-founder promised: Weekly 1:1 strategy calls with a team who knew my business Live, hands-on ad setup via screen share Personalised coaching to scale to $10$20k/month A 100% money-back guarantee if I didnt see growth None of these were delivered. What I received was a generic course platform, pre-recorded videos, and inconsistent support. Team members repeatedly showed up to calls unprepared, unaware of my brand, and gave risky advice (e.g., suggesting copyrighted music use in ads).Despite following their generic advice, spending over 600 on Meta ads, and completing 80% of the program, I saw no meaningful results. When I requested a refund (April 2025), I was met with hostility, including personal attacks and refusal to engage unless I hired a ********* May 2025, I submitted a lawful Subject Access Request under UK data law (GDPR), requesting my records: support transcripts, internal notes, call logs, and usage data. BitBranding refused, falsely claiming internal notes were proprietary. This is now under active investigation by the ************************************They have since blocked access to support despite my 12-month contract until September 2025.I have extensive documentation which I have attached below. BitBranding misrepresented the program at point of sale, failed to deliver what was promised, then refused to comply with a lawful data request. Im seeking a full refund and assistance in resolving this matter fairly.ZIP: BT390PU (UK postcode system wouldnt accept)

  Business Response

  Date: 06/06/2025

  Dear ******,
  Thank you for sharing your feedback. Im sorry to hear that you feel the program did not meet your expectations. Our mission has always been to support our clients with professionalism, respect, and a genuine commitment to helping them grow their brands.
  As a reminder, the program you enrolled in is designed as a 12-month experience. Based on our terms, your current refund request does not meet the eligibility criteria outlined in our guarantee. That said, we are open to discussing a partial refund, provided that certain concessions are made on your part as well.
  The requirements for our guarantee are straightforward: active participation throughout the 12-month duration, regular attendance in meetings, and consistent implementation of the strategies provided. The guarantee is intended to offer peace of mind, and clients who fully engage typically surpass the revenue goals set at the outset.
  We appreciate your understanding and are happy to continue the conversation should you wish to explore a mutually agreeable resolution.
  
  Warm regards,
  Aaron 
  BitBranding 

  Customer Answer

  Date: 06/13/2025

  Dear BBB and BitBranding,
  
  
  Thank you for the opportunity to respond.
  
  
  Unfortunately, I must confirm that the dispute has not been resolved to my satisfaction. While BitBrandings response acknowledges my dissatisfaction, it fails to address the core issues of misrepresentation, non-delivery of promised services, and bad faith handling of my refund and data protection requests.
  
  
  1. Misrepresentation of Refund Terms
  
  During the sales call, I was told:
  
  
  If you dont make money in the next 12 months, right? If you, your investment, if you dont make back your investment, we refund everything. Now, weve never refunded anybody thats just more so to give you peace of mind but also if something crazy happens, and, you know, Im not actually out of anything at all because if I show up and do these things, Im going to grow.
  
  
  There was no mention of the refund being subject to additional conditions such as attending 50 meetings, completing 100% of the program, passing an exit interview, or waiting the full 12 months. The guarantee was presented as unconditional, designed to give peace of mind and reduce perceived risk and it directly influenced my decision to enroll and sign the contract.
  
  
  These strict refund conditions were never disclosed during the sales call. They were buried in the fine print of the contract and only became apparent after I was denied a refund at which point I learned these restrictions existed for the first time, despite having been verbally assured otherwise.
  
  
  This constitutes material misrepresentation, which invalidates restrictive post-sale contract terms under both UK and US law:
  
  **: Consumer Protection from Unfair Trading Regulations 2008 Misleading omissions or false pre-sale representations can render a contract unenforceable.
  US: ************************ Act 5 Prohibits deceptive acts or practices, including false or misleading guarantees made during a sales process.
  
  
  
  While the contract includes a boilerplate entire agreement clause, consumer protection law overrides such clauses when a business makes false or misleading statements during the sales process that induce the purchase especially when the buyer is a consumer and the seller is in a position of authority or expertise.
  
  
  
  While the contract contains an entire agreement clause, consumer law overrides such clauses when verbal representations from a seller in a position of authority induce the purchase. I relied on that verbal guarantee in good faith, and only discovered the written conditions after being refused a refund. This is neither fair nor transparent and represents a textbook case of unfair business practice.
  
  

  2. This Was a Consumer Purchase
  
  BitBranding has since attempted to reframe this transaction as a B2B contract via hostile emails following my BBB complaint submission- which have been forwarded to BBB team for full transparency in this case, arguing that because they referenced my brand name on the front page of the proposal, I was acting in a business capacity. This is factually and legally incorrect:
  
  I signed the contract as an individual (****** ****)
  I used a personal debit card, not a business account
  The invoices list me personally, not a company
  No registered business address, company number, or legal entity was entered on the contract
  
  This was a consumer transaction, and I am entitled to protections under the UK Consumer Rights Act 2015 and GDPR.
  
  
  
  3. Shifting Refund Excuses
  
  BitBrandings responses have varied over time:
  
  First, I was told I waited too long ("7 months") 
  Then, I was told I asked too soon when ***** was reminded I actually first contacted at the 3 month mark ******** Im told the full 12 months must pass
  
  Each response seems tailored to avoid accountability rather than resolve the issue fairly.
  
  
  
  4. Threats of Legal Action (Continually Without Follow-Through)
  
  On 1 May 2025, BitBranding informed me that all future communication should be directed to their legal team (they linked **** & ******** website), and that my attorney should reach out to initiate further discussion.
  
  However, despite this instruction, ***** ******* continued to send a series of increasingly personal, argumentative, and hostile emails after saying the matter was being handed over to legal counsel.
  
  
  If BitBranding truly intended to escalate this through formal legal channels, they would have followed through on their own protocol. Instead, their conduct suggests that invoking legal was a tactic to intimidate, rather than a sincere, professional procedural step.
  
  
  I later requested direct contact details for their legal counsel to proceed appropriately; firstly on May 21 2025 at 11:15am and again in response to his unfounded B2B argument the same day at 16:36. No such details were ever provided. Nearly a month has passed with no follow-up, and no legal representative has contacted me.
  
  
  They also threatened to send mail to my business address despite my clear statement that I do not accept mail there for personal consumer matters. This feels like intimidation, not a genuine legal process.
  
  
  
  5. Subject Access Request (SAR) Delayed & Mishandled

   
  I submitted a lawful UK GDPR Subject Access Request (SAR) in April 2025. BitBranding initially refused, falsely claiming internal notes were proprietary. After I escalated to the UKs ******************************** (***), they reversed their position and are now working on it proof that my request was valid and their initial refusal unjustified.
  
  Their failure to comply initially is now under review by the *** and I still await my full SAR.
  
  

  6. Evidence File Available
  
  I have compiled an extremely extensive evidence file with:
  
  Screenshots of correspondence
  Transcripts from the sales call
  Documentation of poor service
  Shifting refund justifications
  Legal threats and SAR delays 
  This file goes up until ****** hostile emails in response to my BBB complaint submission, and I will be compiling that also into my full evidence pack should it be needed in future.
  
  
  ***** ******* from BitBranding previously stated in writing via the BBB subjecct line email thread:
  
  I do plan to respond to the BBB as I can definitively give data that shares the full picture and the lies told within your review.
  
  
  To be clear, my BBB complaint is truthful and fully supported by evidence, contrary to their claim that it contains lies.
  
  
  
  7. A Partial Refund with ******************************************************************* has now vaguely offered a partial refund with concessions. This is unacceptable in light of:
  
  1. Their failure to deliver the services promised
  2. Verbal misrepresentation of the refund policy
  3. Delayed and evasive handling of my refund request
  4. Mishandled legal threats and data requests
  5. Lack of meaningful, personalised support during the program
  6. My financial loss and time wasted
  
  This is not a simple disagreement over terms it is a breach of consumer trust.

  
  Requested Resolution
  
  I request a full refund of ***** GBP, in British Pounds Sterling (GBP), to avoid currency conversion losses.
  The refund should be issued in one full payment, not in instalments or partial transfers.
  
  Additionally, I request:
  
  1. A written statement confirming that BitBrandings legal counsel will not pursue legal action, and direct contact details for their legal representative.

  2. Immediate cessation of all intimidation tactics, threats, and contradictory legal messaging.
  
  
  If a fair resolution is not reached through the BBB, I will escalate the matter through appropriate regulatory and legal channels, including:
  
  1. The *********************************** (***)
  2. The UK Competition & ***************** (***)
  3. The *************************** (***)
  4. The ******************************
  5. Stripe (the payment processor)
  6. Factual public reviews, in accordance with my rights under consumer law
  
  
  I remain open to a reasonable and fair resolution, but I will not accept vague compromises or continue to be intimidated. I will pursue every lawful and transparent avenue available to hold BitBranding accountable.
  
  
  Sincerely,
  ****** ****

  
  

  Business Response

  Date: 06/13/2025

  ******, 

  Completely understand where you are coming from, however, not reviewing a legally binding contract does not negate the fact of what was true. All written contracts superseded any verbal confirmation, especially as the verbal conversation was prior to the written agreement. The contract is written so that there is not any ambiguity. The contract is clear and was signed legally by you. 

  If you would like to work through this then we should agree that a written contract is a legally binding document and per the legally binding contract you have not met the conditions for a refund. In all fairness, my lawyers have suggested to not pursue legal action with you as the cost on our end and yours would be greater than the amount we would even be able to collect. 

  The ball is essentially in your court, you can decide to come to terms and my offer would be a 50% refund as you completed ~ 6 months in the program and we cut ties. 

  But that is my best offer. 

  Customer Answer

  Date: 06/13/2025

  Hello,
  
  I appreciate BitBrandings response, but I must correct several inaccuracies and reiterate my position.
  
  
  Firstly, I did not participate in the program for "six months". I actively engaged for approximately three months, at which point I ceased use due to the ongoing issues Ive clearly documented and highlighted to the team back then including poor quality of support, misalignment with what was sold, and significant failure to deliver the promised mentorship experience. To suggest I received six months of value is both misleading and inaccurate.
  
  Secondly, while I understand that written contracts are binding, consumer protection laws particularly those in the ** allow for complaints where services are misrepresented, not delivered with reasonable skill and care, or sold using misleading guarantees. These are the core grounds of my complaint, and my extensive evidence reflects this.
  
  BitBrandings offer of a 50% refund does not adequately address the scale of the issues raised, nor the lack of service delivered. I made every effort to engage in good faith, implement the programs advice, and seek help from the team. In return, I received vague responses, inconsistent support, and was ultimately met with hostility, personal attacks, and legal threats following a reasonable refund request.
  
  I remain open to a fair and full refund to resolve this amicably. If thats not offered, I will continue pursuing this matter through all lawful and consumer protection avenues available to me in both the ** and US. 
  
  Regards, 
  Lauren

  Business Response

  Date: 06/17/2025

  Dear BBB Dispute Resolution Team,

   

  I am writing in reference to Complaint ID #********, recently closed in BitBrandings favour. I appreciate your time and efforts; however, I would like to respectfully request clarification on the basis for closure.

   

  The business claimed I used their program for six months this is factually untrue. I ceased use after approximately three months due to persistent issues I raised with their team, which I documented and provided. Their response misrepresented the duration and quality of my engagement to suggest a fair exchange had occurred, when in reality I disengaged early (3 month mark- you can see the email evidence of this in the case)  because the promised services were not delivered.

   

  I am concerned that this inaccurate claim may have unfairly influenced the closure decision and categorization of their response as a good faith effort. I also note that the hostile tone and personal remarks in their messages were never acknowledged in your review, and Im now considering submitting a follow-up complaint specifically addressing this.

   

  Could you please confirm whether there is any appeal process or opportunity to provide additional clarification now that the case is closed?

   

  Thank you for your time and consideration.

   

  Sincerely,

  ****** ****

• Initial Complaint

  Date:12/25/2024

  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 run a startup company in *********. on 23rd November 2024( Australian time), I enrolled in their OSO Program (Optimized Store Owner Program) with BitBranding, for a total cost of USD $6,000, divided into three payments of USD $2,000 each. This decision was made based on their claims of helping businesses like mine grow.On 23rd November 2024 (Australian time), I made the first payment of USD $2,000 (AUD $3,184.41).After thoroughly assessing the program, I realized it wasn't suitable for my business needs. Consequently, I requested a refund on 27th November 2024 (email attached), in accordance with their refund policy (policy screenshot attached).My refund request was denied. Subsequently, BitBranding removed the refund FAQ from their website, which initially guaranteed refunds within the specified timeframe.I kept sending my refund request emails to their co-founder, ***** *******. However, he refused to issue a refund and instead assured me that no further charges would be made, and my membership would be paused (email attached).Contrary to ****** assurances, I was charged an additional USD $4,000 on 23rd December 2024 without my authorization. This action violated their written commitments and refund policy.These unauthorized charges have caused significant financial strain and eroded my trust in their business practices. I seek your assistance in resolving this matter and request the following:1)A full refund of the total USD $6,000 charged to my ************* associated bank charges incurred.I have attached the following documents to substantiate my claims:1)A screenshot of BitBrandings refund policy.2)My refund request email dated 27th November 2024.3)Email correspondence with ***** ******* 4)Bank transaction records detailing the payments and unauthorized charges. I appreciate your support in resolving this issue and look forward to your guidance.

  Customer Answer

  Date: 01/22/2025

  Dear BBB,
  Thank you for your assistance in addressing this matter with BitBranding.

  I have attached an email from ***** - the director of BitBranding. 
  As stated in the email from *****, he has committed to refunding the full amount if, after six months (from December 13th 2024), their services are still not required. This timeframe provides an opportunity to determine if their promise will be honored.

  
  In the interest of efficiency and to save everyones time and effort, I have decided to wait for the six-month period to conclude. During this time, I will maintain open communication with BitBranding in an attempt to resolve the matter directly. Should we reach a resolution independently, further action involving BBB may not be necessary.

  
  I will keep you informed of any significant developments and appreciate your ongoing support in this matter.

  
  Kindest regards,
  Ginger