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Business Profile

Computer Hardware

Wondershare Technology Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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    Customer Complaints Summary

    • 123 total complaints in the last 3 years.
    • 36 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/01/2024

      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.
      Purchased and downloaded Wondershare Filmora Video Editor. Free 7 day trial of subscription plug-ins was included with a "cancel anytime at no charge" policy. Received a message about the subscription payment on Tues Jan 2 (automatic payment due January 6). Cancelled the subscription. Was charged through ****** Jan 6 ($30.76 CAD), even though the subscription was cancelled 3 days in advance. Wondershare Email provided by ****** for company contact bounces back undeliverable. Phone numbers are unanswered. There is no way to contact the company. I have screen captures showing I have no active subscriptions, but I was automatically charged anyway. I am requesting a full refund. I have alerted ****** also.

      Business Response

      Date: 09/01/2024

      Sincerely apologize for any difficulties you may have experienced in reaching our customer service team. Please know that we are actively working to improve our customer service processes to ensure that we can assist all customers promptly.

      I understand your feelings, and it would be very frustrating if you were auto-renewed again after cancellation. Our support will invesitgate the problem further and then get back to you soon. Please keep an eye on the email from ******************************************* (ticket number: *******). We appreciate your patience as we work to rectify the situation.

      Customer Answer

      Date: 10/01/2024


      Complaint: ********

      I am rejecting this response because a refund has not been received.

      Sincerely,

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

      Business Response

      Date: 10/01/2024

      Upon checking, our support has already applied for a refund for the renewal payment this morning. The money should be credited back in the customer's original account within 5-7 days. Please advise him wait patiently. 
    • Initial Complaint

      Date:05/01/2024

      Type:Customer Service 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 the software which proved useless and did not work as described. Upon calling the company I put on a '9 minute hold' which I waited 30 minutes to speak with someone and was disconnected while still on hold. Additional requests were sent through the sites chat, but no help was rendered or solution offered.

      Business Response

      Date: 08/01/2024

      It is really 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 recover files in the way you expected. Wondershare values each customer's benefit, and we'll do our best to help you out.

      Our technical team will investigate the problem you are encountering further and then get back to you, please keep an eye on the email from ******************************************* (ticket number: 3400016). Your patience is highly appreciated!

    • Initial Complaint

      Date:05/01/2024

      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 the app Filmora at $15. The app uses water mark on the images nd video's and removes them once the app is purchased. Everything was working fine until I noticed the watermarks on the images again. I called my bank and there wasn't a withdrawal for the $15 from Filmorea. Instead there was a payment of $.31. They did take the $15 from my account later that day and he water mark wasn't on my images. but they came back. The water mark is supposed to be removed once the app is purchased. They received heir money but I cant use the app.

      Business Response

      Date: 08/01/2024

      Thank you for sharing your experience. I understand your feelings, and it would be very depressing if you are unable to be recognized as a full version after purchasing. It sounds unusual for Filmora to work in that way. Our support will contact you to clarify it, please keep an eye on the email from ******************************************* (ticket number: *******).Your patience is highly appreciated!

      Customer Answer

      Date: 09/01/2024


      Complaint: ********

      I am rejecting this response because:

      Sincerely,
      I Was Informed ********* Account Was The Problem But I Find This Unacceptable Due to My Phone Apps Which Are Functioning Corectlly And Are Also Attached TobThe *********** Account Which I Have.
      *************************

      Business Response

      Date: 10/01/2024

      It seems the customer purchased a wrong product accidentally. We noted that he purchased a new order for another product on 10 January ****. Our support will contact him for confirmation further. Please advise him keep an eye on his mailbox.
    • Initial Complaint

      Date:03/01/2024

      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 was unable to successfully launch their product and never received appropriate technical support despite multiple requests.I spoke to support regarding their products as I ONLY wanted photo restoration yet was billed for "other" media formats.I was assured that I could cancel within 7 days and receive a refund if I was unhappy with the product.Now, they say that the is a NO refund policy on their products!Please help!I was unable to use any of the products purchased 12/11/2023.

      Business Response

      Date: 08/01/2024

      I am very sorry to hear about your experience with our product 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 will investigate the matter further and work diligently to find an appropriate solution for you. Please kindly check the email from ******************************************* and provide the required information for troubleshooting further. If we can't solve it, we'll process a full refund to take care of your benefit.

      Again, I apologize for any inconvenience caused and appreciate your understanding as we work together to resolve this issue.
    • Initial Complaint

      Date:21/12/2023

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was unexpectedly charged a renewal fee without receiving an email notification. Despite making three attempts to call customer service, the phone system repeatedly hung up on me after waiting for two hours. Additionally, the chat option provided no assistance. I lost $49.99 because I wasn't given the choice to renew or not, and there was no prior warning or reasonable time for consideration. Please be advised, don't use the program and strongly advise against trusting this company. Currently, I'm still waiting for customer service to answer my call.***********************************

      Business Response

      Date: 23/12/2023

      Hi *********, we apologize for any difficulties you may have experienced in reaching our customer service team. Please know that we are actively working to improve our customer service processes to ensure that we can assist all customers promptly.

      Per your description, it seems there is some misunderstanding between us. Kindly note that the user will be auto-renewed if he/she subscribed to a monthly/quarterly/yearly plan and didn't cancel it manually. To avoid any trouble caused by it, we have especially noted this point on the subscription page. Besides, we'll send a reminder email to the customer before auto-renewal. Maybe it went to your trash box, so you didn't check it in time. Seek your kind understanding.

      Our support is following up on your case, they will get back to you and provide a solution to take care of your benefit. Please keep an eye on your mailbox. Appreciate your patience a lot!
    • Initial Complaint

      Date:18/12/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Like many other people on here, I signed up for a 7 day free trial. Unfortunately, what I was not aware of and what the company did not make clear is that the 7-day trial was for some ****** add-on, not the product. I was charged $49.99 despite the fact that it said nothing about the free trial being for another product. This is unethical and needs to be resolved. I have contacted Wondershare twice and yet they still say that they can't refund me because the 7-day trial was supposed to be for something else and that I signed up for the full thing. Nowhere did it say that the trial was for something else. This is a huge issue and clearly, other people have also encountered this. I am asking for a refund of the $49.99 (which shouldn't be an issue since I do see other people have gotten a refund for the same reason). The company should not be tricking people into paying for something with the promise of a free trial and then saying "** ****** **** ***** ** *** ******** *** *** ******* ** **** *** ** *** ***".

      Business Response

      Date: 18/12/2023

      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 *** 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.

      To take care of your benefit, our senior support will investigate the problem you are encountering and then get back to you soon. Please keep an eye on your mailbox. 

    • Initial Complaint

      Date:12/12/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** ******* ** *** **** ********* *** **************. They have been charging me for an autorenewal of a service I was not using. Any e-mails from them had been auto-sent to my spam inbox as they were not formatted properly. The day after they charged me to for annual auto-renewal, my debit card was declined when trying to pick up my medication. I contacted them immediately and cancelled my membership through their website. They confirmed my cancellation was successful but that they would be keeping my payment. So now they are not only denying me a service I had paid for, but also are refusing to refund me. I am not sure about the legality behind this practice. I explained that this was a unique circumstance related to the fact that these funds were earmarked for medication, and all I was given was several canned responses and a reference to their cancellation policy. **** *** ********* ******** ********

      Business Response

      Date: 12/12/2023

      We are sorry to hear that you didn't have a good experience with our subscription mode. Wondershare values each customer's benefits and we'll do our best to help you out. Per your description, please let us explain it in more detail and see how we can help you solve the issue further. 

      Kindly note that the user will be auto-renewed if he/she subscribed to a monthly/quarterly/yearly plan and didn't cancel it manually. To avoid any trouble caused by it, we have especially noted this point on the subscription page. Besides, we'll send a reminder email to the customer before auto-renewal. Seek your kind understanding.

      To provide the needed assitance to take care of your benefit, our senior 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:05/12/2023

      Type:Customer Service 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.
      ********** reviews Review of Wondershare Filmora Your review is pending.Read more Program Updates automatically to trial version 13 despite paid for full version. Horrible tech support. The update for bugs and glitches will update to version 13 a, trial despite it saying update it technically an Upgradesl Not an update. And the version 13 will install without your permission. I lost 300 videos, had to uninstall per tech support and it's extremely hard that find version 11 that I paid for. It will cause computer issues, links not working. Tech support is aware of the upgrade automatically installing without your permission. They and aware that the update button is showing version 13 as an update and Not an upgrade to a different version you have to pay a subscription to. Phone time on hold is aver of 40 min. Chat is a joke they sent me version 13 twice when I wanted to downgrade to my paid version. It converts your projects to version 13 than they will not open in version 11. You lose all your work. They want you to upgrade to 23 so they can bill you monthly despite buying a license and unlimited use. Horrible deceptive company. Lost days of work will not receive fund. They want me to install version 13 temporarily with a free three days but it's. Can't it messes up my computer. I already uninstalled the so called update that was not. They are aware of the issue and will not compensate my time and lost videos. I now have an unusable program that's causing issues with my computer like a virus. I want a full refund of ***** Date of experience: December 04,

      Business Response

      Date: 05/12/2023

      Hi *****, thanks for sharing your experience. I understand the pain when you found you lost 300 videos after upgrade. It sounds unusual to hear Filmora works in that way. We deperately hope to investigate it further, however, we are unable to find any communication record based on your email address. Our tech team will contact you to collect more details for troubleshooting and then help you out, please keep an eye on the email from ******************************************* (ticket number: *******).

      Back to the upgrade, the current Filmora 13 is an amazing new version with AI-related features bringing the tool to a new level. For such versions to launch, it requires our company to invest huge efforts, time, and technicians in the research and development of software. That is why we specified in our license policy that users who have a perpetual license might be charged for a major upgrade. However, users who own a lifetime plan since Filmora9 or an older version can upgrade to the latest version for free.

      I understand you may feel a little frustrated if you did not notice this license term before. Please do not worry, the upgrade is not compulsory. The version 11 you bought is still available and can work normally, and we will keep providing technical support for you for free. Here is the link for you to download Filmora 12 if you prefer to stick to it.
      **************************************************************************************************************

      Hopefully, the above information is helpful to you.

      Customer Answer

      Date: 06/12/2023


      Complaint: ********

      I am rejecting this response because: I spoke I the phone with tech support. I have pictures and screen shots of the program stating  under updates that version 13 was an update. It is not an update but an upgrade you have to buy. I'm using my personal email to respond here not the one associated with the account. I don't care how nice the program is we paid for version 11 in full.   Your program does not say undercheck for updates to fix bugs that the update is a trial version you have to subscribe to. I. Read the fine print. This is deceptive, your pop *** interrupt editing. And the pop up said update not upgrade big difference. I'm going to use a different video editor for now as I speak two hours on the phone and chat twice with all I got was an apology. The videos I lost cost me 500.00  unacceptable and my ******** 

      Sincerely,

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

      Business Response

      Date: 10/12/2023

      To help you export your current project created in version 13, our support has applied for a 3-day trial redemption code for you (as the attached screenshot showed). Please redeem the code to export your project first. Regarding your refund request, we are unable to find an order assicated with the email address you are using, please send the order number to our support team for confirmation further, thank you!

      Customer Answer

      Date: 12/12/2023


      Complaint: ********

      I am rejecting this response because:

      I told them a dozen times over the phone and in chat version 13 crashes my computer. This is not a good idea x and will not work. Now my previous version is unstable and crashes forcing me to buy a video editor from a different company. 

      I want a full refund for a program that I can't even use. 

      Sincerely,

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

      Business Response

      Date: 14/12/2023

      Our support will contact you to get the order number and then evaluate the refund request further. Please keep an eye on the email from ******************************************* (ticket number: *******). Thank you!

      Customer Answer

      Date: 31/01/2024

      The consumer contacted BBB and stated the complaint has been resolved.
    • Initial Complaint

      Date:04/12/2023

      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.
      This website is not transparent about what you are being charged for and the incentive of a 7 day free trial is conveniently not for the service I was paying for however, that was unclear. The language made the sign up sound like a free trial was offered then I was immediately charged $99z They make it incredibly difficult to cancel and have refused a refund

      Business Response

      Date: 05/12/2023

      I understand your feeling, it would be very frustrating when you were deducted money immediately after signing in a 7-day free trial.  Since we are unable to find any order record based on your email address, oursupport will contact you to collect more details and then investigate this matter further. Please keep an eye on the email from ******************************************* (*******). Your patience is highly appreciated!
    • Initial Complaint

      Date:04/12/2023

      Type:Sales and Advertising 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, like so many others here, was offered what I thought was a 7 day free trial but was instead charged a whopping $55.20. The page layout led me to believe that I would be trying the product for free and then would be charged $55.20 after 7 days. I emailed the company repeatedly about my problem and they don't seem to think that a tricking a potential customer with a misleading gimmick is a good reason to issue a refund. This experience has left such a bad taste that I would never want to try anything from this company, free or paid.

      Business Response

      Date: 05/12/2023

      Hi *****, we are sorry to hear that you didn't have a good experience with our refund policy and support team. In line with your concern, I'd like to explain it in more detail.

      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 *** 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 investigate this matter further and evaluate your refund request, and they will get back to you as earlier as possible. Your patience is highly appreciated!

      Customer Answer

      Date: 07/12/2023

       
      Better Business Bureau:

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

      Sincerely,

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

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