Complaints

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

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  Wondershare Technology Inc.

  200 4445 Lougheed Hwy Burnaby, BC V5C 0E4

• 

  Wondershare Technology Inc.

  Ste 3152630 Croydon Dr South Surrey, ON V3s 6t3

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:23/11/2023

  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.

  I found this company online when I was trying to do something with my cell phone. I started the registration process but realized I didn't want to be business with them something seems *****. There's almost no way to possibly get a hold of customer support it just keeps running you in a freaking circle through the website. I tried to call and you have to select a product I didn't buy a product I didn't download a product. What I want is to talk to customer support and have them remove all of my information from their system. The problem is there's no way to get a hold of these people. Any other people out there stay away from this company you will get *******.

  Business Response

  Date: 23/11/2023

  We apologize for any difficulties you may have experienced in reaching our customer service team. We understand the frustration that can come with not being able to reach the support efficiently. Please know that we are actively working to improve our customer service processes to ensure that we can assist all customers in a timely manner.

  Our support will contact you to address your concern (remove your account information), please keep en eye on the email from ******************************************* (ticket number: *******). Really appreciate your time and patience a lot!

• Initial Complaint

  Date:21/11/2023

  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.

  this company has a habit of misleading their customers. They told me that I was entitled to a free upgrade from Filmora 12 to Filmora 13 due to my type of paid plan I have.. I did it and found that the free upgrade did not include the benefits of my previous plan and I needed to pay for the new plan or have a watermark on my movies. I want my old plan back, Filmora 12. When I call them there is never anyone to talk on their help line. I have spent hours on this.

  Business Response

  Date: 22/11/2023

  Thanks for sharing your experience. I understand your confusion and appreciate your support of our software all the time. In line with your concern about the paid upgrade, we'd like to explain it in more detail and then assist you further.
  
  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.
  
  Upon checking, our support has already helped you roll back to version 12 again as the enclosed screenshot showed. Don't hesitate to reach out if you have any further questions or concerns, and we are more than happy to help!
  

  Customer Answer

  Date: 31/01/2024

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

• Initial Complaint

  Date:20/11/2023

  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 also was charged for a 7 day trial for a wondershare plug in for $22.67. I was charged $22.67 on 10/19/23 and 11/18/23 for $22.67. I had already paid for an annual subscription. They obviously put this trial on to get you tricked into another monthly charge. I called and they would only refund on month since it was 30 days ago that the other charge was made. I never used the second charge, not even a day so I don't see why I am not refunded the other $22.67. I want a refund.

  Business Response

  Date: 20/11/2023

  Thanks for sharing your experience. I
  understand your feeling, and it would be hard to accept if you were
  auto-renewed without being aware of it. In line with your concern about the extra
  monthly payment, you may have a better knowledge of the root reason from the
  link below. Hopefully, it will clarify your doubts.
  ****************************************************************************************************************

  To better address your concern and help you out, our support will contact you to confirm more details with you further. Please keep an eye on the email from ******************************** (****** ******* *******). Your patience is highly appreciated!

   

   

  Customer Answer

  Date: 21/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I should be refunded for a service that so many are being charged with out their knowledge. 

  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 22/11/2023

  Our support is following up on this case as the enclosed screenshot showed, please kindly check and get them back so that they can move ahead to the next step to discuss a final solution for you. Thank you!

  Customer Answer

  Date: 22/11/2023

  
  
  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.
  
  

  As long as I receive the credit.

  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:20/11/2023

  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.

  So, I was looking for some editing options and got to know of Wondershare. I am not a regular video editor and thought of taking a 7day free trial of *******. It was clearly mentioned their a free trial for 7 days but I still got charged even after canceling my subscription on the same day. Therefore, I called their support and told them my concern and they explained me that they can’t refund my money because it doesn’t include any subscription of the product it’s just for some features which was not clearly mentioned while subscribing for it clearly. I’ve never had such a terrible experience with any other businesses. It was unclear on the website and then I called and also wrote an email to them regarding this and they still denied to refund. This is a very poor business practice which is ***** ****** **** *** ***** ** *************. They were really unclear what really includes the 7 day free trial. This is very unacceptable and made me feel really bad about this business. This is clearly *********

  Business Response

  Date: 20/11/2023

  Hi ******** thanks for sharing your experience.  It seems that there is some misunderstanding
  between us, we’d like to explain it in more detail and see how we could assist
  further.
  
  Actually, the 7-day trial is only for Effects & Plugins, it does not
  include the ******* subscription. To bring a cool experience for users, *******
  team did their best to compatibility Effects & Plug-ins including Boris FX,
  NewBlue FX, Filmstock, and AI Portrait features within the program, it would be
  free for use within 7 days.  So, when you
  selected to buy, you would be charged for ******* itself immediately. You may
  know more details from *******'s purchasing page. We appreciate your feedback, and we'll keep improving and bring a better
  and better experience for our users!
  
  To address your refund request, our support team will investigate this
  matter further and then keep you updated as earlier as possible. Please keep an eye on the email from ******************************** (****** ******* *******). Your patience
  is highly appreciated!

  Customer Answer

  Date: 21/11/2023

  
  
  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,
  
  
  
  ******* ****

• Initial Complaint

  Date:07/11/2023

  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.

  I signed up for a 7- day free trial and Angeles the service with 24 hours. When doing so they stated that the service I used was not a part of the 7 day trial. When I went in to cancel it showed a pending charge. I contacted them and they said I would not be issued a refund and as the problem was a personal issue since I used a service that was not included in the free trial which is not made clear in their site. Apparently this has happened to multiple clients and they are not transparent in the details of the free trial. They are getting peoples money for a service they will never use again and falsely promoting a 7 day free trial.

  Business Response

  Date: 07/11/2023

  Hi ******, thanks for bring you concern to our attention. It seems that there is some misunderstanding between us, wed like to explain it in more detail and see how we could assist further.
  
  Actually, yes, the 7-day trial is only for Effects & Plugins, it does not include the Filmora subscription. To bring a cool experience for users, Filmora team did their best to compatibility Effects & Plug-ins including ***** FX, NewBlue FX, Filmstock, and AI Portrait features within the program, it would be free for use within 7 days. So, when you select to buy, you will be charged for Filmora itself immediately. You may know more details from Filmora's purchasing page. We appreciate your feedback, and we'll keep improving and bring a better and better experience for our users!
  
  Back to your refund request, if there is a technical issue that cannot be resolved or a compatibility issue within 30 days after purchase, we will offer a refund. Here is our refund policy for your further reference.
  *********************************************************
  
  To help you out, our support team will evaluate your refund request further and then get back to you soon. Your patience is highly appreciated!

• Initial Complaint

  Date:27/10/2023

  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.

  Hello* This poorly designed program has never worked as advertised.Was purchased in full on 9-9-23 [ 30 DAYS TO CANCEL FOR FULL REFUND ]Order No. : #****************** Wondershare UniConverter 15 for ******* PERPETUAL PLAN - $79.99 **Wondershare used to be a good company* but as can see in the below links* they have destroyed their online *********** rep * by greed & lack of concern for their paying clients. **I email them approx month ago* re ongoing issues* they have done nothing to resolve* after my many several several Email follow **** **As per my emailed attachmnt* I emailed them documented Request for a full Refund asap well within the 30 day Return guarantee. As I am very un-satisfied with this Wondershare purchase and lack of support service. ** Un-professional Wondershare ************ have yet to reply or act in several days. I was not aware of their poor tarnished online reputation as per below* when bought this useless software*that does not work as advertised. **W-SHARE [ POOR-RATING WITH HUNDREDS OF COMPLAINTS ] *************************************************************

  Business Response

  Date: 29/10/2023

  We apologize for the unsatisfactory experience the customer had with our customer support.Please know that it is never our intention to leave our customers feeling unheard or misunderstood. We take your feedback seriously and will use it to improve our support services. 

  We strive to be transparent and clear about our refund policy, and we encourage our customers to review our policy before making a purchase.
  
  Here is our refund policy for your further reference.
  *********************************************************

  To clarify this matter and evaluate the customer's refund request, our support will investigate it and then get back to him as earlier as possible. We invite the customer to pay an eye to his mailbox. Thank you!

• Initial Complaint

  Date:18/10/2023

  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.

  As many others have detailed below, I signed up for a subscription to Wondershare ******* on 10/10/2023 thinking I was signing up for a 7-day trial. I was simply seeking to see if the product allowed me to help with a work project - I am NOT a video editor and have no use for this product otherwise. I only subscribed because I was under the impression it was a 7-day trial. It was not what I needed and I quickly canceled my subscription in less than 30 minutes from when I originally subscribed. However, I found that I was still charged $54.94. When I reached out to customer support they notified me that I had actually purchased the product license and the ***** trial only applied to a specific set of sub-features ****************Ins). I did not know I was also opting into that subscription as many others have noted here. It is unclear on the website and throughout the subscription process, despite their claims that the teeny checkbox at the bottom "is clear". Luckily I was told this and was able to cancel my second subscription, otherwise I would have been charged another $20 unwillingly. After requesting a refund for the $54.94 given my lack of use of the product license, I was promptly denied and given very condescending customer support resource that said I was "confused". Despite a second polite request to reconsider the circumstances, I was again denied because of my "confusion". It's clear from complaints here and elsewhere that I am not the only one "confused" by this misleading marketing tactic. To deny a refund seems like a very poor business practice and I am appalled at their inflexible customer service approach. I have never encountered this type of service from another business. They intentionally make it so that you are opting in to these additional subscriptions, make it unclear what falls under the 7-day trial and what doesn't, then refuse to offer any refunds. It all feels very ******

  Business Response

  Date: 20/10/2023

  Hi *****, thanks for sharing your experience.  It seems that there is some misunderstanding between us, wed like to explain it in more detail and see how we could assist further.
  
  Actually, the 7-day trial is only for Effects & Plugins, it does not include the ******* subscription. To bring a cool experience for users, ******* team did their best to compatibility Effects & Plug-ins including ***** FX, ******* *** ********** and AI Portrait features within the program, it would be free for use within 7 days.  So, when you selected to buy, you would be charged for ******* itself immediately. You *** know more details from *******'s purchasing page. 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.
  

  Upon checking, we found that our support has already processed a refund for you on 18 October after confirmation further. We hope you double-check your account to confirm if you have received the money yet. Don't hesitate to getting back to us if you need any further assistance and we are more than happy to help!
  

  Customer Answer

  Date: 20/10/2023

  
  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,
  
  ***********************

• Initial Complaint

  Date:11/10/2023

  Type:Product 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 Sept 30, 2023, I purchased a license for the ****** *** (the "***") offered by Wondershare - purchase price $131.61 Order No.: #***********. At the company's website, it states that this *** is compatible with the ******, even including a picture of the ****** etc. On October 2, 2023, since the *** kept crashing on my PC and would not install on my ******, I contacted Wondershare. Wondershare confirmed that the ****** *** is not compatible with the ******. To this I requested a full refund on October 2, 2023 (First Request); October 8, 2023 (Second Request); October 9, 2023 (Third Request); and I made a Fourth Request on October 10, 2023. To date, the company refuses to refund my money, and instead coerces me in bad faith to UPGRADE to purchase the ************ 15 ***, which is something I do not want or need. Please assist. Wondershare has all information about this matter to proceed to issue a refund per e-mails exchanged with the same.**************************

  Business Response

  Date: 12/10/2023

  Thanks for sharing your experience. We sincerely apologize for the doubt and inconvenience that h***ened on your end. Wondershare values each customer's benefits and we care about the voice of each user. In line with your concern, kindly let me explain it in more detail as below. 

  Knowing you were encountering a problem, we desperately hope to fix it or provide an alternative, and this is the reason our support might provde other suggestions and didn't process a refund for you in the first place. Seek your kind understanding.

  Upon checking, we found that our support had already processed a full refund for you on 11 October as you request. Really apologize for the inconvenience that h***ened on your end and we ***reciate a lot for your time and patience. We invite you to double-check your account and confirm if you've received the money yet. It is regret to know that this product doesnt live up to your expectations this time, we'll keep improving.

  Customer Answer

  Date: 17/11/2023

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

• Initial Complaint

  Date:29/09/2023

  Type:Product 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.

  Purchased software from wondershare. software is very buggy, corrupted my system, and did not do what it was supposed to do. I have tried through chat room tech support, on phone support,I have to roll my computer back to a previous restore point in order to restore it to functionality.I have only purchased it 4 days ago, and (1) it doesn't work (doesn't deliver what it claims) (2) make it very difficult to get a refund( they want me to work with their software engineers to resolve the problem - that's their job not mine)

  Business Response

  Date: 01/10/2023

  It is really regretful to hear that you didn't have a good experience with our software, Ilan. 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. For your case,please allow us to explain it in more detail and see how we could 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, and this was also the reason we didn't process a refund for you in the first place. Seek your kind understanding.
  
  To address your refund request, our support will investigate this matter further and then keep you updated as earlier as possible. We invite you to pay an eye to your mailbox. Really appreciate a lot for your time and patience!

  Customer Answer

  Date: 26/10/2023

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

• Initial Complaint

  Date:25/09/2023

  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.

  1 year ago I paid $50 for a "permanent" license for Filmora. On September 22, 2023 they charged me an additional $49.99 which had not been authorized and as I do not use the software, I had not been in to order anything more. This new charge was never authorized by me and I want that $49.99 refunded.

  Business Response

  Date: 26/09/2023

  Thanks for sharing your problem here. Upon checking, we found that you purchased a yearly license for Filmora on 21 September 2022 (check details in the attached invoice) and the auto-renew will go on if you have not canceled it manually. That is the reason you were deducted $49.99 again this year.
  
  To help you out, our support sent more instructions to you via email. Please kindly pay an eye to the email from ******************************************** Don't hesitate to reach back to us if you still have doubts. Thanks again.