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:25/09/2023

  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.

  On September 4, 2023 I purchased a digital copy of ******* Video Editor from Wondershare. When I tried to run the program, it froze my computer. Since this project needed to be submitted the following Monday, I tried to contact support from Wondershare but was unsuccessful. With no other options, I was forced to purchase a different program from another source which works fine. I've tried to contact Wondershare for a refund with no success. I filed a complaint with *** *** but, I guess I slipped through the cracks and was denied a refund. I'm not too happy with ****** right now but, Wondershare is absolutely a *******.

  Business Response

  Date: 26/09/2023

  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 a representative, and we are committed to addressing this issue as quickly as possible. 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.
  
  Sadly to hear that you are not pleased with this software. To address your concern, our support will investigate this matter
  further and then keep you updated as soon as possible. We invite you to pay
  an eye to your mailbox. Really appreciate a lot for your time and patience!

  Customer Answer

  Date: 26/09/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. Their reply is that they are sorry and are looking into the matter and ask for my patience.  At this point they have NOT offered a satisfactory resolution but, I will give them a week or two to "look into the matter".  As I said in my original complaint: the project was due on Monday and a response from Wondershare over a week-end wasn't going to happen, so I was forced to purchase another video editor.  Therefore, I am not interested in Wondershare making their product work, I am only interested in a refund.  Should their resolution be anything other than a refund, I will file another complaint with the BBB.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:21/09/2023

  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 purchased a one-time license for the ******* product from Wondershare on 7/3.
  
  Apparently, there is a thing in their cart where you have to opt out of a second subscription product by unchecking a box. (Not sure that is actually legal?)
  
  Anyway, I didn't uncheck the box to opt out because honestly, it's buried on the sales page and I certainly wasn't expecting them to try to trick me into buying a subscription.
  
  I was charged two subscription fees that I didn't intend to buy at $20.88 (total cost $41.76).
  
  When I realized I was going on, I canceled the subscription. I also contacted the company, because I wasn't actually sure why I was being charged. When they told me that it was something I needed to opt out of on the sales page, I requested a refund.
  
  They refused a refund, saying they'd send me an email before withdrawing my money. The thing is, they send A LOT of emails! I honestly think it's part of the deception. There are more sales emails than you can read, which allows them to get away with tricking you into this subscription.
  
  When I pressed them, service rep Ezra told me I had personal problems.
  
  I would like my $41.76 refunded. I feel like I was tricked into this subscription purchase in a way that was ***** and possibly illegal in the jurisdiction where I live.

  Business Response

  Date: 22/09/2023

  Thanks for sharing your experience. I understand your feelings, it would be
  very doubtful if were renewed without being
  aware of it. Upon checking, we found that you purchased a ********* license
  of ******* together with a 7-day free trial plan of Effects & Plug-ins.
  
  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 and the user will be automatically charged per month
  if he/she has not canceled before the trial duration ends. This is the reason you were deducted money after one week. To avoid any trouble
  caused by it, we have especially explained this point in more detail before the
  customer purchases it from the shopping cart. To better address your concern, our ****** support will investigate this matter further and then keep you
  updated as early as possible. We invite you to pay an eye to your mailbox.
  Really appreciate a lot for your time and patience!

  Customer Answer

  Date: 22/09/2023

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

  You need to refund my money IMMEDIATELY. No more messing around. You used deceptive and possibly illegal sales techniques to trick me into buying that subscription. I'm not sure how you keep getting away with it, but you need to refund the people you've deceived, starting with me.

  I have been fairly quiet with my story, but definitely won't hesitate to share my experience with FTC, the media, and all over the Internet if my money isn't refunded promptly.

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

  Business Response

  Date: 23/09/2023

  I understand your
  feeling, and it would be hard to accept if you were auto-renewed without being
  aware of it. To help you out,we've processed a refund for the latest renewal payment (order number: *********************). The money will be back in your original account for around 7-10 workable days. Please wait patiently.
   
  If you did not get a refund at that time, please feel free to email us at [email protected] and we are happy to help you further check it.

  Customer Answer

  Date: 25/09/2023

  
  
  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:12/09/2023

  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.

  I purchase a subscription to Wondershare ******* on 8/9/2023 under the impression that is was a 7 day free trial that would not be charged to me as long as I canceled it in a timey manner, which I did. However, one month later when I was reviewing my charges I see that I was in fact charged $54.94 for a subscription even though I had canceled it and even received a confirmation email that it had been canceled. I immediately gave them a call and was informed that I had only canceled Effects and Plug-in's. I was unaware that when I had signed up I had purchased two separate subscriptions and so I has still being charge for *******. The representative went on to tell there was no way a refund could be issued because I was two days outside of the 30 day period in which refunds are granted. I asked to speak with someone else an was very rigidly denied and told I would not be getting any money back. I went back through my email to see if I ever got notification of the $54.94 purchase and found a very shady invoice. The email was from Wondershare and was titled "******** ** ******* ******** **** ***********". In the email you had to click on a link that would take you to their site where you have to follow some more steps to access the invoice. If I had done this to begin with I would have seen the charge and disputed it, but the email had seemed strange and a hassle so I had ignored it knowing I was canceling the subscription anyway. It would seem to me this is by design so people don't actually know what they are being charged. I was sent a separate email with confirmation of my one year registration information that detailed no charges.

  Business Response

  Date: 13/09/2023

  I'm truly sorry to hear about your experience with the subscription to ******* and the issues you've encountered in seeking 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.
  
  Please allow me to assure you that your satisfaction is of the utmost importance to us, and we would like to help you resolve this issue as soon as possible. To better assist you, our senior support will investigate this case further and then keep you updated with priority. You may keep an eye on the email from ******************************************** Your patience is highly appreciated!

• Initial Complaint

  Date:01/09/2023

  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.

  This business is profiting off of misleading information and unreasonable return policies. They know exactly what they are doing by ******** people into a no refund policy unless you have a very specific technical issue. They have no intention of changing this because it is working..$$. I was ******* into thinking I was signing up for a 7 day trial, when I went to cancel it because I wasn’t happy with the product. I looked at my bank and saw a charge for $79 for a one year subscription. Of course they will not refund this because that is the whole ****. They have done a very good job at making it very confusing for the customer and putting things in tiny print. I am asking for a full refund.

  Business Response

  Date: 04/09/2023

  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 the free trial plan. 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 ***** **, ******* **, *********, and ** ******** 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 believe that our policy is fair and reasonable, as it reflects the costs and effort involved in processing refunds. Please note that refunds are only provided under certain circumstances, in accordance with our policy. 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.
  *********************************************l
  
  To better address your concern, our senior 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!

• Initial Complaint

  Date:31/08/2023

  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 cannot get support when I call their support phone number. I am told I am the 6th person in line but am still on hold (this time) 31 minutes with no one ever answering. Have tried 3 times. Emailing the Company also does not work.

  Business Response

  Date: 04/09/2023

  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 a representative,and we are committed to addressing this issue as quickly as possible. 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.

  To better address your concerns, I've escalated your case to our support team (ticket number: *******), and they will contact you and help you out with priority. Please kindly pay an eye on your mailbox. Your patience is highly appreciated!

  Customer Answer

  Date: 06/09/2023

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

  I have emailed them my support issue but have NOT received a response from them.

  see the attached file.

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

• Initial Complaint

  Date:23/08/2023

  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.

  Intended to sign up for Wondershare but the product was not what I expected. I have attempted to cancel through Wondershare but was informed I signed up through ******** which was not clear when I signed up. I continue to try to reach out to ********, but I am not receiving a response. I want to cancel the subscription before it renews.Thank you!

  Business Response

  Date: 24/08/2023

  To better address the customer's problem, I have escalated the case to our support team (ticket number:*******), and they will contact the customer and help him out with priority. Please recommend the customer keep an eye on his mailbox.Thank you!

• Initial Complaint

  Date:23/08/2023

  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.

  I add my name to the many who feel that they were deceived by a distorted billing plan image into a monthly subscription for 20.99, that is not even indicated on the sales invoice provided by the company. In fact, my invoice reads: $0.00 in the line that includes the words "standard subscription," suggesting no charge at all, not only after some trial period not included on the invoice. Clearly, I am not alone in experiencing this bad business practice, as is evident by the many other complaints of a similar nature made against Wondershare, for their ******* product. I am seeking full reimbursement for all monthly charges, except for one processed under their "generous" 30-day refund policy.

  Business Response

  Date: 24/08/2023

  Upon checking, we find that the customer purchased a yearly license of ******* together with a ***** free trial plan of Effects & Plug-ins.
  
  To bring a cool experience for users, we did our best to create compatible Effects & Plug-ins including ***** *** ******* *** *********, and AI Portrait features within this software (free for use within 7 days). However, the user will be automatically charged per month if he/she has not canceled before the trial duration ends. This is the reason the customer was charged 22 USD each month. To avoid any trouble caused by it, we have especially explained this point in more detail before the customer purchases it from the shopping cart. Hopefully, the explanation will help the customer to understand the root reason more clearly. What's more, our support has processed a refund for the latest renewal payment for the customer. Please recommend the customer to check if he's received the money. If the customer still has doubts, please advise him to reach back to us and we are happy to help. Thank you!

• Initial Complaint

  Date:22/08/2023

  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.

  I bought a year subscription that renewed 10 month early ....only after 2 months. They double charged me for the year subscription I HAD already paid for a year and they recharged me within 2 months. .and then charged me for a bunch of add ons i didn't order They ***** $120 through ********** charges by taking advantage of ****** open billing. the company sent a response but it had nothing to do with my issues...After they ****** ** *** they responded with "Have a nice day"! I will also be pushing this forward in ******.

  Business Response

  Date: 24/08/2023

  Upon checking, we find that the customer purchased a yearly license of ******* together with a ***** free trial plan of Effects & Plug-ins.
  
  To bring a cool experience for users, we did their best to compatibility Effects & Plug-ins including ***** ********** *** ********** and AI Portrait features within *******, it would be free for use within 7 days and the user will be automatically charged per month if he/she has not canceled before the trial duration ends. This is the reason that the customer was charged again. Our support explained it to the customer and he has processed a refund for the renewal payment as request on 23 August. Please recommend the customer to check if he received the money. Thank you!

• Initial Complaint

  Date:31/07/2023

  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 the software. Edited my video. Upon exporting was made aware that certain effects I used are part of an extra package that needs to be purchased separately. I bought that package not to waste an hour of work.Was unable to export due to the software freezing.On both purchases the company sneaks an insurance product at check out $6, which I did not notice the first time. I was unable to finish my product and no longer want to do business with this company ***** * **** *** **** *******, just want a refund for the two orders ($22.72 and $59.47), which was denied even though I requested it an hour after I had the issue and was unable to use their software. Ive had similar issues twice in the last few years and was promptly refunded (a game on steam, and a Coreldraw product).

  Business Response

  Date: 01/08/2023

  We are sorry to hear that you didn't have a good experience with our product. In line with your concerns, we'd like to explain them one by one and hopefully, it will make things clear and help you out.
  
  Regarding the download insurance Service, it is an additional service that protects your shopping cart downloads. With it, youll be able to re-download the installation files of the purchased software anytime within two years from the purchase date. If the user does not feel like he/she needs it, just remove it from the shopping cart by clicking the trash button. 
  
  Normally, the user can use all features (such as motion tracking, Speeding, built-in effects/transitions/elements, Auto Beat Sync, etc.) of Filmora without limitation forever once he/she has a valid license. In order to bring a cool experience, we did our best to compatibility Effects & Plug-ins (***** ** * ******* ** * ********* * ** ********) within the Filmora program itself, it would be free for use for 7 days, however, the user will be automatically charged monthly if he/she doesn't cancel it before the trial duration ends. To avoid any trouble caused by it, we have especially provided an option for customers to uncheck the Plug-ins on the subscription page. Besides, we'll send a reminder email to the customer before auto-renewal. Seek your kind understanding.
  
  Back to your refund request, if there is a technical issue that could not 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 better address the problem you are encountering, our support team will investigate this matter and then keep you updated as earlier as possible. Your patience is highly appreciated!

  Customer Answer

  Date: 03/08/2023

  I have received a full refund.

  Thank you!

• Initial Complaint

  Date:24/07/2023

  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.

  Unknowingly renewed a service without 7day renewal notice. When asked for proof that a reminder email was sent, they couldn't provide. misleading information on site.

  Business Response

  Date: 24/07/2023

  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 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.
  To better address your concern and clarify your doubts about the 7-day free trial plan, our senior support will investigate this matter and then evaluate your refund request further. They'll go back to you as earlier as possible. Your patience is highly appreciated!
  

  Customer Answer

  Date: 25/07/2023

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

  I deeply regret to express my profound disappointment with the Wondershare app and the misleading information it provided when I attempted to obtain a refund. To my dismay, I was not notified about the renewal as they claimed, and now find myself burdened with an unwanted subscription for another year. This experience has only been exacerbated by the generic responses I received from their customer service, which serve as a testament to the app's disingenuous practices.

   

  It is evident that my grievances are not isolated, as numerous reviews reflect similar sentiments, thus shedding light on the app's questionable practices. As a consumer, I believe it is essential for companies to uphold transparency and integrity, particularly when it comes to financial transactions and subscription services.

   

  In light of this disappointing experience, I urge Wondershare to reassess their approach to customer service and implement measures to ensure accurate and timely notifications regarding subscription renewals. Additionally, providing genuine and personalized support to customers who encounter issues would greatly enhance their reputation and ****** trust among their user base.

   

  As a professional, I emphasize the importance of ethical practices and transparent communication in the software industry. It is my hope that companies like Wondershare will recognize the value of customer satisfaction and take appropriate steps to rectify these issues, thereby maintaining their credibility and fostering positive relationships with their users.

  
  
  Sincerely,
  
  Pamela L****

  Business Response

  Date: 17/08/2023

  I double-confirmed that we've processed a refund for the renewal payment on 26 July 2023 and make sure the customer would not be billed in the next period as the auto-renewal service was already in the status "Canceled". Thanks for the customer's feedback anyhow, and it helps us constantly improve our product and customer service by knowing what we can go on improving.