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:20/06/2023

  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 recently purchased Wondershare Filmora, which came with an ****************ins" subscription that automatically renewed after 7 days. I attempted to cancel the subscription but was still charged. Apparently, after clicking a button to cancel the subscription, I had to click another series of buttons confirming my cancellation. When I was charged for the automatic renewal, Wondershare refused to give me a refund. * ** ************ **** **** **** ** ********* ******** ******** ** ********** 

  Business Response

  Date: 09/07/2023

  Thanks for sharing your experience. We are always desiring every interaction the customer has with us to be as smooth and as hassle-free as possible, thanks for your feedback, we'll keep improving and then bring a better experience for each user. In line with your concern about the auto-renewal subscription, our senior support will investigate it further and evaluate your refund request. They'll go back to you as earlier as possible. Your patience is highly appreciated!

• Initial Complaint

  Date:08/06/2023

  Type:Order 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 yearly license for Wondershare software. It automatically renewed and a day or two later I emailed them to cancel and refund since I no longer needed the software. Wondershare responded that I did not comply with the refund policy by cancelling prior to the renewal. Their policy states that they would send a reminder email about the renewal 14 days in advance. I did not receive that email. Wondershare is refusing to refund me.

  Business Response

  Date: 09/06/2023

  Thanks for sharing your experience. 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 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 timely.Seek your kind understanding.
  
  Since you don't want to keep this subscription, we invite you to go to your account center and cancel it manually. After that, you'll not be charged again during the next billing period.
  ************************************************************

  To better address your refund request, our support will investigate it and then keep you updated as earlier as possible. You may keep an eye on your mailbox. Really appreciate a lot for your time and patience!

• Initial Complaint

  Date:29/05/2023

  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.

  Wondershare had offered a free 7 day trial, yet when their software didn't work properly and I tried to cancel the next day, they refused to cancel it, contrary to their deceptive advertising.
  
  They run an illegal bait and switch, having the customer spend hours on their video editing and then telling them to sign up for a 7 day free trial unless they want a huge line through the video with wondershare's corporate logo. They do write that it is a free trial. They then refuse to cancel during the free trial. Aside from their deception and baiting tactics, their software also does not work well and ruins the video quality.
  
  They also added a ********** charge for "insurance" which was never agreed to.
  
  I am demanding that ******** reverse the 2 charges claimed. Failure to do so will result in a complaint to the Attorney General's Office of British Colombia, as well as with the Public Prosecution
  Service of Canada - and with the Colorado State Attorney's Office, where the ***** was perpetrated against me the customer.

  Business Response

  Date: 30/05/2023

  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.
  
  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 ***** **, ******* **, *********, and ** ********
  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. 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. Thanks for your feedback anyway, we'll keep improving and then
  bring a better experience for our users.
  
  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.
  

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

  Our senior support will look into this
  matter and re-evaluate your refund request, and they will go back to you as
  earlier as possible. Your patience is highly appreciated!

  Customer Answer

  Date: 30/05/2023

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

  - As stated before, even in their response they are lying (as they did to me before).  It was shown to them that their software ruined the quality of the film, yet they still refused to refund.  So no, they did not refund and do not willingly refund when there's a technical problem or this case would have been settled.  

  
  But that's not the main issue. 

  The main issue is that they offer a trial.  They claim to offer two ways to remove watermarks and when the first way (taking their tutorial) does not remove the watermark they write that signing up for the 7 day free trial does remove the watermark.  When you sign up, they refuse to refund the amount and let you cancel during the 7 days (I tried after one).  

  Wondershare is, as stated in the original complaint, doing an illegal and criminal bait and switch and misrepresenting their non-existant "7 day trial offer."  They can immediate refund both charges or I will, as is my right, file criminal complaints with the British Columbia Attorney General's office of prosecution, the federal Public Prosecution Service of Canada and the State of Colorado's Attorney General's Office (the ***** being perpetrated upon me, the customer, who is a resident of that state). 
  
  Wondershare's criminal misrepresentation must be stopped.  It is up to them to refund the 2 ********** charges or to face all legal consequences should they continue to *** *** ***** instead.  They must refund the ************ gotten funds immediately. 

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

  Business Response

  Date: 02/06/2023

  Per the customer's description, our support explain it in more detail and did their best and got permission to process a refund (please check details in the attachment). Beside, we find the customer initiated chargeback for the payments and the money was frozen and we are unable to do anything for them now, we invite the customer to double-check the refund progress with his bank. It is
  regret to know that this product doesn’t live up to the customer's expectations this
  time. We will continue to do improvements and add more
  powerful features to this software!

• Initial Complaint

  Date:16/05/2023

  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 paid for their software ************ Basic Business license as they claim on their website that you can easily cancel anytime and ask for a refund within 7 days of purchase if you find technical issues with the product. I wanted a simple drag and drop application to transfer data from my ****** as the existing system is already too complicated. But on using the software I found that even a simple task such as copying notes requires me to do a complete backup of ****** for hours to just extract the notes. It is not as simple drag and drop as advertised. So I repeatedly asked for refund on the first day itself not to waste their time but the business is sending me different things to do, instead of just honouring their return policy. Never had such a bad experience with any business. Just plainly dragging time to not give me a refund is very unprofessional! Really frustrating experience. Their software is useless and the support is horrible making me go in circles for a simple refund request!

  Business Response

  Date: 17/05/2023

  Thanks for sharing your experience. I understand your feeling, 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 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 and log 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.

  Our senior support will investigate this matter further and then evaluate your refund request, and they will go back to you as earlier as possible. Your patience is highly appreciated!

• Initial Complaint

  Date:09/05/2023

  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.

  My 13-year-old signed up for an annual Filmora subscription which was advertised and billed at $49.99. There is no mention of any additional charges on the main page, which he showed me for permission (screenshot attached). Since that time, Wondershare has continued to bill $20.99 per month for services that were never ordered, and which Wondershare automatically places on your account with the onus on the consumer to notice and cancel. This is deceitful and shameful on their part.
  
  I wrote several emails to Wondershare which were ignored. Eventually, I was able to get an agent (from China) on chat, who told me they were willing to refund only the last of the 6 charges I never agreed to. This company is despicable and deceitful.

  Business Response

  Date: 10/05/2023

  Thanks for sharing your experience. In line
  with your doubt about the auto-renewal payments, we'd like to explain it in
  more detail as below. Hopefully, it would make thing clarified.

  Upon checking, we find that you subscribed to a bundle
  plan including an annual license for Filmora program together with a 7-day trial subscription
  for Effects & Plug-ins. In order to bring a more cool experience, we did our best to make
  Filmora being compatible with Effects & Plug-ins including ***** **,
  ******* **, *********, and ** ******** features for users to option, 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 charged 20 bucks each month. 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 especially explain this point in
  more detail before the customer purchases it from the shopping cart. Thanks for your feedback, we'll keep improving and bring a better experience for our users.

  Back to your refund request, if there is a
  technical issue that could not be resolved within 30 days after purchase, we
  would offer a refund. Here is our refund policy for your further reference.
  

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

  To take care of your benefit, our support already process a full refund for the latest renewal payment within 30 days. We invite you to double-check your account to confirm if you
  have received the money yet. 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: 11/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Your website is deceptive. Putting a boldface headline font "Annual Plan" at the top of the page for $49.99/Year, then automatically adding on a monthly charge (in tiny font at the bottom, no less) is absolutely misleading and designed to fool users. You took advantage of a 13-year-old boy and got your $20.99/month. This is why you have an F grade with the BBB.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 14/05/2023

  Sorry to hear that the customer is still dissatisfied despite our explanations and efforts to address your concerns.  We take every opportunity to learn from our customers' feedback and are committed to providing the highest quality products and services to our customers.
  
  We'll keep improving and then bring a better and better experience for each user! Thanks again!

  Customer Answer

  Date: 16/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business website is purposefully misleading. They advertise a yearly subscription rate in large bold font, then hide a monthly fee (that you have to opt out of) in small print. Despite their platitudes about giving users a "better experience", how about just being more honest? It's no surprise there are pages and pages of complaints about this company's practices. I just wish I had consulted the BBB before falling for their scam.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:01/05/2023

  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.

  Hi This is ***************************, I purchased backup and lost data recorvery software from wondershare, and the software did not help me retrieve data at all, I have reported my concern to customer service 4 times , every time I get a same reply and instructions from 3 different customer service reps, I have explained them that their software is not helping at all and I need refund, but as promised guarantee of their spftware service, wondershare is not issuing me my refund of ***** $I am attaching the receipts and conversation of customer service, I request refund of my payment as wondershare 9s completely incompatible and not providing service or solution of data recovery with theirnsoftware as advertised and guaranteed, Kindly advise Thank you

  Business Response

  Date: 04/05/2023

  Hi ********. Thanks for sharing your experience and really appreciate your support of our software for a long time. We can totally understand your pain when you were unable to retrieve data with this software. ********* team always values customers user experience and we are always aiming at improving the performance of this software. This is the reason our support *** ask you to provide more details (like a screenshot showing the problem and log files, etc.) for further troubleshooting, and this was also the reason we didn't process a refund for you in the first place. Seek your kind understanding.
  
  Back to your refund request, if there is a technical issue that could not be resolved within 30 days after purchase, we would offer a refund. Here is our refund policy for your further reference.***************************************************************************************************************************
  
  To take care of your benefits, our senior support will investigate this matter further and evaluate your refund request accordingly, and they will go back to you as earlier as possible. Your patience is highly appreciated!

  Customer Answer

  Date: 06/12/2023

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

• Initial Complaint

  Date:11/04/2023

  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 keep getting charged for renewals as I can't cancel my subscription. The Subscription page of My Account says, "No valid subscription." I need a refund but can't get through on the Customer Support phone line, and the website support chat isn't helpful. I need this resolved a.s.a.p.

  Business Response

  Date: 13/04/2023

  Thanks for sharing your experience. Upon checking, it seems you subscribed to a yearly subscription for our product (**********) associated with another email address [email protected]. To make it clarified, our support just sent an email to us, please kindly check your mailbox and feel free to reach out in case you need any further assistance. We are happy to help!

  Customer Answer

  Date: 14/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It doesn't address the problem! The response tells me to cancel the subscription manually. I made it clear that the website doesn't allow me to cancel the subscription manually.  I had explained why in my initial BBB message and provided a screenshot. In addition, the response didn't provide a customer support # to help resolve the issue.

   

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

  Business Response

  Date: 17/04/2023

  The customer replied to us and said he indeed failed to find the subscription from his personal account. As we advised him, he subscribed to a yearly plan with another email address, and he should find his subscription by signing in with another license email. Besides, we double-confirmed that the renewal service associated with him is in the status of "Canceled" now, which means he will not be charged again in the next billing period. If he still has any doubts, please kindly reach out and we are always more than happy to help! Thank you!

• Initial Complaint

  Date:31/03/2023

  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 product, ******* to download pictures from my ****** to an external device. It would not work so I contacted the company for live help. They agreed and I provided them contact information as requested and then waited for a contact which never came. I then again requested live help and again provided the information they requested and, again, the help was not provided. I then asked for a refund but they refused and requested information that I am not qualified to provide. I again asked for a refund and have not had a response.

  Business Response

  Date: 13/04/2023

  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. Per your description, please allow us to
  make a brief explanation as below:
  
  Normally, we will accept a refund request
  if the customer encounters technical issues that are unable to be solved within
  7 days.  We are desperate to fix the
  problem after knowing you were encountering a problem during using the product,
  and this is the reason our support may ask you to provide more details (like a
  screenshot showing the problem and log files, etc) via emails for further
  troubleshooting, and 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 we have
  already processed a refund for you on 2 April after further confirmation.  When we noticed that you wrote a review on BBB, we are so heartbroken. We hope you double-check your account to
  confirm if you have received the money yet. It is regret to know that this
  product doesn’t live up to your expectations this time. We will continue to do
  improvements and add more powerful features to this software, and
  hopefully, you'll be back to us in the near future!

  Customer Answer

  Date: 13/04/2023

  
  
  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:29/03/2023

  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.

  On March 21, I purchased a perpetual license for ******* from **********************. I made sure to uncheck offers for bundled services. On March 28 I get a $20.99 charge for their monthly subscription Filmstock. I contacted them asking to cancel subscription and cancel pending credit card transaction. They refused to refund citing their very limited ************************** is processing unauthorized credit card charges. I am disputing their charges with my credit card.*********** ** ******* ******* ***** **********

  Business Response

  Date: 13/04/2023

  Thanks for sharing your experience. Sadly to hear that you didn't have a good experience with our subscription mode. 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 you on 29 March after further confirmation (as the attached screenshot showed).  When we noticed that you wrote a review on BBB, we are so heartbroken. We hope you double-check your account to confirm if you have received the money yet. Don't hesitate to reach out if you have any further questions or concerns, and we are more than happy to help!

• Initial Complaint

  Date:24/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 the 3/21/2023 I started a free trial of ********* ******, tried to use it with no success. Purchased 1 year subscription + ins but unable to register to activate due to no order # or registration code ?? But payments were taken from my credit card account but never received invoice or payment confirmation.. Thought there might have been confusion with free & purchased items ?? Needed to use the software SO on the 3/23/2023 purchased the product AGAIN (invoice payment attached) However still unable to try/use the product properly as I cannot get any HELP or response with getting the registration information ?? from anyone, online, via email or over the phone NO ONE REPLIES.. If I do not get a response soon I will report these online payments as ***** to my CREDIT CARD company..