Business Profile

Computer Hardware

Wondershare Technology Inc.

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

123 total complaints in the last 3 years.
36 complaints closed in the last 12 months.

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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:26/02/2024
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 purchased ********* two days ago and it did not work for me. None of the files I needed were recovered. Upgraded the product to see if it would help; it didn't. I expected more at the price i was charged. I have been unable to contact Wondershare support by either phone or chat.
Business Response
Date: 27/02/2024
Sorry to hear that you are having trouble using our product to recover files. We take product quality and functionality very seriously, and we strive to provide reliable and effective products to all of our customers. Upon checking, I found our technical team is following up on your case, would you please check the email from ******************************************* (ticket number: *******) and then provide the required information for troubleshooting further? If we are unable to solve it, we'll process a full refund to take care of your benefit. Thank you for bringing this to our attention.
Customer Answer
Date: 27/02/2024

Complaint: ********

I am rejecting this response because:
Email communication is slow and is not addressing my concerns. I get a response to add information each time they reply and nothing is accomplished. I want direct communication with Wondershare to resolve the issue. It seems like they are skirting the issue.

Sincerely,

***************************
Business Response
Date: 28/02/2024
Upon checking, we found that the customer told us he was trying the solution provided by ** and will get back to us (check the attached screenshot). Our support team is waiting for his feedback further. Thank you!
Initial Complaint
Date:26/02/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
order number: ******************

The misleading 7-day-Free-Trial attached to a yearly subscription that I did not click on. It was preselected therefore I never wanted the product *********), but it deducted $104.94 anyway. Customer support said I couldn’t get a refund because its against policy, eventhough it was preselected and misleading. I am a student and the exchange rates is the equivalent to 520 dollars in my currency. I am not happy with the product that I did not use, I immediately cancelled the subscription after realising they deducted that amount of money for a free trial. I am so confused and upset that they would not issue a refund. I read up online and most people say Wondershare is a **** so I guess I got unlucky. I still want a refund for being misled by preselecting a product I did not click on at all. I am considering taking legal action if this issue remains unresolved.
Business Response
Date: 27/02/2024
We are always desiring every interaction the customer has with us to be as smooth and as hassle-free as possible. Sorry to hear that you didn't have a good experience with our support team, we'll keep improving and bring a better and better experience interacting to each user.

Normally, we desperately hope to know the user's real thoughts when he/she requests a refund if there is no issue with the product itself. So that we can provide some suggestions or do further improvements in a targeted manner. This is the reason our support may explain more details regarding our refund policy according to your actual situation and didn't process a refund in the first place. Seek your kind understanding.
Our senior support will look into this matter and evaluate your refund request, and they will go back to you as earlier as possible. Please keep an eye on the email from ******************************** (ticket number: *******). Your patience is highly appreciated!
Customer Answer
Date: 27/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ****
Initial Complaint
Date:23/02/2024
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.
I purchased a ******************* on 2/20/2024 for $151.00 I thought I was signed into my Wondershare ID A***********@yahoo.com However, after the order went through the said the registration code was sent to A***********@yahoo.com.br The addresses Identicle except the domain they sent the code to ends in yahoo.com.br I have tried to contact their support team by phone only to be put on hold for over an hour once and 34min the second time. 4 times I called the same number only to be told to call back later. I tried their Chat line several times but it left me waiting for a live agent join the chat for hours. When I attempt to send an Email the window goes blank instead of letting me create a ticket. I chose to get the Software from Wondershare because I have used them in the past with out issue. I now see that was just dumb luck. If i'd needed any support fom them then i'd have realized they're a Scam operation and would have saved myself from the past 2 days of grief. If the other complaint's from customers her are true, I can forget about this ever being resolved.
Business Response
Date: 27/02/2024
We are sorry for the inconvenience that happended on your end. Upon checking, we find our support is following up on your case and our team is investigating the problem at present. We'll keep you updated once any news. Please keep an eye on the email from ******************************************* (ticket number: *******). Really appreciate a lot for your time and patience!
Initial Complaint
Date:20/02/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Wondershare ************ *** ***, and I was never made aware in email or upon order submission that I would be enrolled in a 7-day trial for Filmora, for $54.31. I was charged about 10 days after ordering UniConverter, and having initially spoken to someone on the phone disputing the charge back in mid January 2023, they finally agreed to refund this amount. However, I was only refunded $22.88 for some plugin package that I also never ordered. Their sales practices are ******* at best and completely ruined any trust I have in this company - which is clearly out to make any extra money they can in any way possible. Rather than listen to my complaint in the past week when I just discovered upon credit card statement audit that they never redunded the $54.30 as promised, they simply threw refund policies in my face as a quick way to dismiss my year-long complaint. I am demanding the full amount back to my credit card ASAP. I never ordered this software, and I never installed or used any trial version of it.
Business Response
Date: 21/02/2024
Thanks for sharing your experience. Sorry for the inconvenience that happened on your end. Normally, we provide the trial version for customers to try each feature of this software to confirm if it meets their requirements before purchasing. But if the customer fills in your bank details and accepts the user agreement according to our website instructions, then he/she will be deducted.
Upon checking the communication history between us in January 2023, we found that our support has already processed a full refund for Order number: ********************** (USD *****, Filmora Creative Assets) as requested. Please check details in the attachment. Regarding your request for the history order ********************** (USD *****), we are sorry to say we can't process a refund for it as it far exceeds our refund time limit. Our team will look into the case further and then check if there is any suggestions for you. Please keep an eye on the email from ******************************************* (ticket number: *******).
Customer Answer
Date: 23/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:29/01/2024
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 purchased Wondershare Repair it software to repair corrupted files. The software does not repair the types of files that I have that are damaged. I have explained the problem to Wondershare 3 times now and have provided the attached screenshots and copies of the files to show them that the software does not work. In order to use the software, you need to purchase it and cannot preview that it works on the problem you have. After I purchased the software, I discovered it did not work. However, now Wondershare is accusing me of refusing to cooperate. The reality is they are refusing to provide a refund for software that does not work.
Business Response
Date: 31/01/2024
it is regretful to hear that you didn't have a good experience with our software. I understand your feelings, and it would be very depressing when you are unable to run this software in the way you expected. Wondershare values each customer's benefit, and we'll do our best to help you out. For your case, please allow us to explain it in more detail and see how we can assist you further.

We accept a refund request if the customer encounters a technical or compatible issue that is unable to be solved within 7 days. Knowing you were encountering a problem, we desperately hope to fix it, and this is the reason our support might invite you to provide more details (like a screenshot showing the problem or source files, etc.) for troubleshooting, this was also the reason we didn't process a refund for you in the first place. Seek your kind understanding.
Upon checking, I found that our support have already processed a refund to take care of your benefit. We hope you double-check your account to confirm if you have received the money yet. We will continue to make improvements and add more powerful features to this software, and hopefully, you'll be a user for our software again!
Initial Complaint
Date:25/01/2024
Type:Sales and Advertising 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 believe their wording is intentionally misleading by attaching "Free 7 Day Trial" onto your product in checkout. There's an * *** by the products, like you could take them out, but you can't take the paid one off. So I assumed the trial was applied to the product, and after the 7 days, it would charge.

I cancelled only an hour or so later. The product was not useful to me, and I was able to "cancel" some kind of subscription through the website, but there was still a permanent charge of $118. I have emailed twice to request a refund and was told both times that I should have read the **** **** ****** ** **** ******* ** ** ******* * ****** **** *** ********"

I attempted to contact through their chat, which was the most accessible form (I had to find the support email on an email to me, not on their website) and was left waiting for a response for over an hour.

I did read the refund policy, and because of the misleading attachment of a "free trial" item, I assumed that refund policy would start after the trial period was over and I had purchased it.

I would still like my refund, or for no one else to get ******* in the same way.
Business Response
Date: 25/01/2024
We are always desiring every interaction the customer has with us to be as smooth and as hassle-free as possible. Sorry to hear that you didn't have a good experience with our support team, we'll keep improving and bring a better and better experience interacting to each user.
Our support will investigate the matter further and then get back to you soon. Please keep an eye on the email from ******************************** (ticket number: *******). Your patience is highly appreciated!
Initial Complaint
Date:22/01/2024
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.
Wondershare (***************************************) is not reliable company they sold non working video repair software in the same day contacted them to report the issue.The company via email for weeks keeps asking for the same things and waste the time.
Business Response
Date: 22/01/2024
Hi **********, it is regretful to hear that you didn't have a good experience with our software. I understand your feelings, and it would be very depressing when you are unable to run this software in the way you expected. Wondershare values each customer's benefit, and we'll do our best to help you out. For your case, please allow us to explain it in more detail and see how we can assist you further.

We accept a refund request if the customer encounters a technical or compatible issue that is unable to be solved within 7 days. Knowing you were encountering a problem, we desperately hope to fix it, and this is the reason our support might invite you to provide more details (like a screenshot showing the problem or source files, etc.) for troubleshooting, this was also the reason we didn't process a refund for you in the first place. Seek your kind understanding.
Upon checking, we found that our support has already processed a refund on 20 January **** after confirmation further. We hope you double-check your account to confirm if you have received the money yet. We are sorry for that this product doesnt live up to your expectations at present. We will continue to make improvements and add more powerful features to this software, and hopefully, you'll be back to us in the future!
Initial Complaint
Date:16/01/2024
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.
On 12/4/23 I ordered a program from the company. The company indicated that it had a 30-day guarantee. After trying the product, I determined it did not meet my needs, and on 12/29/23, I contacted the company seeking a refund of $123.96.

Of the $123.96 that I paid, Furthermore, I was charged $4.95 for Insurance that I did not need, nor requested, and also $23.75 to load the program on my Android, which I do not use.

I am seeking a FULL REFUND of #123.96
Business Response
Date: 17/01/2024
I am truly sorry to hear about your negative experience with our refund policy and our support site. I understand how frustrating this must be for you, and I would like to offer my assistance in resolving the issue.

Regarding the refund policy, I apologize for any inconvenience caused by its limitations. While we do have specific rules in place, we also understand that each situation is unique, and we are willing to work with our customers to find the best solution. To assist you further, our senior support will investigate it further and then get back to you. Please keep an eye on the email from ******************************** (ticket number: *******).
Initial Complaint
Date:15/01/2024
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 tested their filmora product and it didnt work as advertised, so i cancelled within the 7 days. That was 6 months ago, but they keep charging me and will not stop. Ive spoken to them 6 times.
Business Response
Date: 17/01/2024
I am very sorry to hear about your experience with Recoverit and the problems you have encountered when requesting a refund. At Wondershare, we strive to provide the best possible experience for our users and we apologize for any inconvenience you may have faced.

Let me assure you that your satisfaction is of utmost importance to us and we would like to help you resolve this issue as soon as possible. Our support team will investigate the matter further and work diligently to find an appropriate solution for you. We understand your frustration and appreciate your patience as we work to rectify the situation. Please keep an eye on the email from ******************************************* (ticket number: *******).

Again, I apologize for any inconvenience caused and appreciate your understanding as we work together to resolve this issue.
Customer Answer
Date: 19/01/2024

Complaint: ********

I am rejecting this response because:
The company keeps saying i failed to send a log. Which I did on 16OCT23. I requested refund and to cancel within the 7 days. Their product was advertised as able to make clips and auto upload to ******, twitch, ******** however it does not.

Sincerely,

***************************
Business Response
Date: 22/01/2024
Upon checking, we find that there are three orders associated with the customer email address ***********************, both of them are in the status of "Refunded". Please recommend the customer double confirm his bank account. If he still have any doubts about the refund, please advise him to email us back via ticket number ******* directly. Our support will assist him further.
Customer Answer
Date: 22/01/2024

Complaint: ********

I am rejecting this response because: Correct there are 3 transactions.

Sincerely,

***************************
Business Response
Date: 01/02/2024
There are 3 orders below purchaed by the customer, all of them has been refunded. We just send the refund proof to the customer via *********************************************************************************** recommend him double-check his account or confirm with his issuing bank.
********************* (Payment ID: *********************
USD 29.99

********************* (Payment ID: *********************
USD 20.99

********************* (Payment ID: *********************
USD 20.99
Customer Answer
Date: 02/02/2024

Complaint: ********

I am rejecting this response because: The charges are incorrect there is also a charge of $30.29.

Sincerely,

***************************
Business Response
Date: 14/02/2024
Upon checking, we found that there are 3 orders below associated with the customer's account *******************************. Kindly note that all of them have been refunded. Please check the refund proof in the attachment. We recommend the customer double-check his account or confirm with the issuing bank.

********************* (Payment ID: *********************
USD 29.99

********************* (Payment ID: *********************
USD *****

********************* (Payment ID: *********************
USD *****
Initial Complaint
Date:11/01/2024
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.
On October 19th, 2023 I reached out to Wondershare because I was having trouble with my editing software.My login was not working and I could not access premium features.The support staff who I contacted was extremely helpful - they told me that I needed a cross-platform subscription instead of a single-platform subscription as I had switched from PC to ***.I asked if I would be receiving a refund for my existing subscription as it had just renewed, and they confirmed I would.The whole process was completed via chat on their site - they confirmed that I would be refunded for the old product, and that I was not paying only for cross-platform.I am in the process of launching a new business and starting a year of travel so had a lot going on from October 19 until the new year. Upon reviewing various accounts pre-tax season, I noticed something strange on Wondershare.I not only had the cross-platform subscription, but I had the solo-platform subscription as well, and had been charged $70.34 for it in the month of October! The funds had not been refunded, and the subscription was still on my account.So, I reached out to support and explained the situation. I had been told that the switch was complete; that I'd receive a refund and that was it. There was nothing else for me to do. Instead of helping, Wondershare has just been repeating over and over that I "**** *** *******", have to cancel the other subscription myself, and that they cannot issue a refund. I have also asked them to remove the old subscription repeatedly as I want to be sure the right one is removed and they will not address that request.Wondershare swindled me by confirming that I had one subscription while not deleting the old one, and now they refuse to make it right because of a policy that I am well aware they can break given it is their error and not mine. Attached you will find their correspondence, evidence of the promised refund and screenshots from my bank showing it never came.
Business Response
Date: 12/01/2024
Thanks for sharing your experience. Firstly, I'd like to express our deepest apologies for the inconvenience. We desire every interaction you have with us to be as smooth and as hassle-free as possible, please don't worry, Wondershare values each customer's benefits and we'll do our best to help you out.

Upon checking, we found that our support has already processed a refund for order number ********************* (***** CAD) on 8 January after confirmation further. We hope you double-check your account to confirm if you have received the money yet. Don't hesitate to get back to us if you have any further questions or concerns, and we are more than happy to help!
Customer Answer
Date: 12/01/2024
The consumer contacted BBB and stated the complaint has been resolved.

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This business has 1 alert

Complaints

Customer Complaints Summary

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Wondershare Technology Inc. is NOT a BBB Accredited Business.