Complaints

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:05/30/2025

  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.

  Super.com charged my debit card. On March 24, 2025, for $1.97, on March 31, 2025, for $15, April and May 15 the same. $45 total those three months. I had never visited your website before these charges and did not authorize any payment or subscribe. I would like to know why these charges occurred and I request a full refund.

  

  Business Response

  Date: 06/03/2025

  Hi Boris,
  
  We appreciate the opportunity to address your concerns and clarify the situation.
  
  The Super+ membership is designed as an optional subscription, providing exclusive benefits and savings to those who opt in. We understand the importance of transparency, and our process requires explicit confirmation before any membership charges are made.
  Having reviewed your account and the unauthorized charges you mentioned, we're pleased to inform you that as a one-time exception, we have processed a full refund for all charges related to the Super+ membership. A total of $46.97 has been refunded to your original payment method. Please allow a few business days for this to reflect in your account, depending on your bank's processing time.
  
  Your satisfaction is important to us, and we are committed to ensuring a positive experience. If there’s anything else we can assist you with or if you have any further questions, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  He revisado la respuesta dada por la empresa en referencia aquejaID ********, y considero que esta resolución me satisface.
  
  Atentamente,
  
  Boris R*********

• Initial Complaint

  Date:05/30/2025

  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.

  To whom it may concern This letter is being sent by ****** C Speed ** and ******* A Speed to both companies to inform them of actions being taken due to non compliance of reservation refund done in error online May 7th 2025 On May 7th 2025 at 12:30am I was looking to book a Hotel to travel with my son for Mothers Day I had to go to the site and register in order to book the Hotel, since my son wanted to pay for it I wanted him to supply his card information so he could go to bed he worked a late hour and didnt get off until 11:45pm My son suffers from Autism but is highly functional yet he is still disabled. He entered his card information though I had not completed the original reservation ****** hit something and it went through as a purchase and I immediately called Risen inn of **************** to inform them of the error I was instructed to contact the Hotel later that morning because no one was there at that time to handle the situation. I called back and spoke to a Manager in reservations she saw the transaction and My confirmation and stated she would contact the Third Party and honored my full refund and I also contacted the third party to inform them myself of the mishap during the reservation process and even suggested if they were not going to refund my Sons account I would have to take the 7 hour drive and just kept the reservation but they assured me of a refund as well and it was a hurricane watch and thunderstorm that whole weekend in ******* ******* The young lady from ***** inn had assured me I would receive my refund within 7 to 10 business days and not to worry so we booked another hotel in ********** Tn only 4 hours away and we booked that reservation on May 9th 2025 After May 12th and I saw no refund I contacted the hotel and Super.com I was told that the hotel needed to send me an email confirmation that they honored the refund and that then they would send me my refund I then contacted the hotel only for them to acknowledge that they did approve the refund and submitted to super.com and that they dont send that information to third party customers because they dont have the consumers card information they reversed the payment and sent it back to third party okaying the full refund So at this point I am being tossed back and forth for a refund of over $172.00 I am requesting once again in writing for my refund of a transaction that was done in error by a disabled young man and I myself a handicapped retired Police Officer shield # ***** Tax #****** and his Mother and legal guardian to please have my payment refunded ASAP or I will be forced to file a complaint with BBB And petition not just for the refund but for punitive damages due to late charges for a **** ****** was expecting to pay with the funds that was held up during the refund process but the mental duress he suffered and the uncontrollable stemming he experienced due to the injustice and the blatant disregard towards his funds I am not here to debate but to find a resolution into this unfortunate situation these reasons are why America is exploding with class action lawsuits because things are being done to violate our rights as consumers if I had not immediately called to inform the hotel and third party of the mishap or waited a few days I might somewhat understand the negligence but I acted immediately after the transaction was made and brought it to both parties on the same day as the transaction was made and was assured that a full refund would be given yet still nothing?

  

  Business Response

  Date: 05/31/2025

  Dear ****** and ******* Speed,
  
  Thank you for reaching out and sharing the details of your situation. We truly understand the importance of resolving this matter, especially given the circumstances you described.
  
  After carefully reviewing your case, we want to assure you that a refund has been processed for the amount of $172.53 for the accidental booking. This refund has been issued to the original payment method used during the transaction.
  
  We appreciate your proactive effort in contacting both the hotel and Super.com promptly after the transaction occurred. Your diligence helps us ensure that situations like this are addressed effectively.
  
  If you have any further questions or need assistance, please feel free to contact us at any time. Were here to support you and ensure a satisfactory resolution.
  
  Thank you for your patience and understanding.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:05/30/2025

  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 May 28th, I was searching for hotels on ****** for an event we will be traveling to in ****. Super.com came up with all the other 3rd party booking sights and was the best price. (not by much). It showed you would save an additional $13.44 by being a member (many of the 3rd party sites offer additional discounts for members, so I didn't think anything of it.) I chose "Book now" on the price that was under "member price". I entered my information as you normally would on a booking site. However it didn't have me enter anything special or unique for creating a member account. "no passwords, etc." On the checkout page, it showed the full amount for the hotel (not the member price), but then below the total showed a "Cashback" price of $13.44. Also when you try to do a screenshot, it blanks out ALL pricing information, but leaves all your personal info and CC info there and available. I realized the "cashback" amount was the difference for being a member). After checking out, it charged the full amount (not member price), but then had me click on multiple links to try and get the Cashback. It finally took me to a page that I had to sign up for 5 different "App Games" and play them for a certain amount of time and "win" my "cashback". Each of these wanted me to enter my personal information separately and sign up with them. Once I realized this, I did an internet search to see if Super.com was legit. It turns out multiple people commented that after booking something on their site they were charged $15/month for the membership.I then went back to my account page that I thankfully still had opened and finally found my account details. Sure enough it said that in 5 days I would be charged $15 for my membership. So not only did I NOT get the $14 deal for being a member as advertised, but I would also be charged monthly. NO where did I agree to, or even know there was a monthly fee. This company is deceiving people and scamming.

  

  Business Response

  Date: 05/31/2025

  Hi *****,
  
  Thank you for reaching out and sharing your experience with us. We understand how important clarity is when booking online, and we appreciate you bringing this to our attention.
  
  The Super+ Membership is designed to offer additional savings and benefits, such as cash back on hotel bookings, which can enhance your booking experience. When you select a "member price," the full amount is initially charged, with the cash-back difference credited to your account once your membership is active.
  
  After reviewing your account, I can confirm that there was a pending credit amount of $13.44, which was part of the Super+ membership benefits. However, since the membership was canceled, the credits will not be redeemable moving forward. We want to ensure you have a clear understanding of our membership offerings, and your feedback helps us in delivering a better experience to all users.
  
  If there's anything else you would like to discuss or if there are any other questions, please feel free to reach out. We're here to assist you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:05/29/2025

  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 am filing this complaint due to unresolved issues, broken promises, and unprofessional conduct by Super.com regarding a hotel reservation.I originally booked a room with free cancellation and breakfast, but it was sold out. I was then offered an alternative room, which Super.com claimed had the same features. I proceeded based on thatbut the new room was non-refundable and had no breakfast. Date (3/16/2025)I contacted Super.com and was placed on hold for over 30 minutes. I was told I would get a callback from a manager within 10 minutes. That never happened. After 12 hours, I followed up and eventually spoke to a manager who offered two options: a full refund with compensation or complimentary breakfast plus additional compensation. I chose the second option.After several days with no update, I called again. After nearly 30 minutes on the phone, I was told the breakfast would be handled and that I had already been compensated 20% for the earlier issues. I was assured everything was resolved.However, on May 13, 2025, I was told via email that breakfast could not be added due to a technical issue and that I should pay at the hotel and submit the receipt for reimbursement. Given my experience, I requested reimbursement in advance and sent my ****** details on May 15, then followed up again on May 20. Ive received no response.When I contacted support, they couldnt locate their own email and told me to speak with a manageragain unavailable. I was promised another callback within 48 hours. It never ******* total, Ive spent hours following up, received contradictory responses, and had to fix Super.com's mistakes myself.Resolution requested:$105 CAD reimbursement for breakfast as promised by Super.com Additional compensation for stress and wasted time for the new issues. A formal apology by the CEO on his inkedin This reflects a major failure in customer service and accountability. Im requesting BBB assistance to resolve this matter.Sincerely,

  

  Business Response

  Date: 06/04/2025

  Hi Moath 

  Thank you for reaching out and sharing the detailed account of your experience with us. I am truly sorry for the inconvenience and frustration you've encountered regarding your hotel reservation and the subsequent issues.
  First and foremost, I apologize for the oversight and miscommunications that have occurred during this process. We are committed to addressing your concerns and ensuring that your experience is resolved appropriately.
  

  Regarding your reservation, its clear there was a misunderstanding and a series of unmet expectations based on the room's features and the follow-up service. We understand the need to address this matter swiftly and fairly.
  In response to your request, I am pleased to inform you that we have processed an amount of $45 to your ****** account as part of the reimbursement, in accordance with the breakfast compensation initially promised.
  Furthermore, we will offer additional compensation for the inconvenience caused and the time spent resolving these issues.
  

  While a formal apology has been requested from senior management, please know that your feedback has been escalated to ensure awareness and measures for accountability.
  

  Your experience matters greatly to us, and I appreciate your patience as we work to make this right. Please let me know if there are any other concerns you'd like to address or if there's anything else we can do to support you.
  

  Thank you for your understanding, and we aim to resolve this satisfactorily.
  

  Warm regards,
  Super.com
  .
  
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23395786
  
  I am rejecting this response because:
  I do not accept the proposed resolution. I request that the compensation for the breakfast be paid in advance. I have lost trust in Super.com and am not willing to pay upfront, only to face further difficulties in following upas has happened in the past. Based on my experience, I am certain that recovering the cost of the breakfast will be challenging if it is not settled beforehand. Therefore, I respectfully request that the cost of the two-day breakfastCAD 105be transferred to my ****** account in advance.

  
  Furthermore, I would like to point out that the previously promised compensation of CAD ********************************* my ****** account.

  
  Regarding the apology, I request a written message signed by the CEO of Super.com, formally acknowledging and apologizing for the difficulties I experienced. The message should also express appreciation for bringing these serious service issues to the attention of the CEO, his team, and the company as a whole.

  
  Sincerely,
  

  
  

  

  Business Response

  Date: 06/06/2025

  Hi Moath,
  
  Thank you again for your detailed follow-up. Weve taken the time to carefully review the full history of your reservation, the expectations set, and the steps taken by our team to address your concerns.

  While we recognize this experience did not meet your expectations, we want to clarify that compensation has already been issued in the amount of CAD $45 in accordance with the breakfast reimbursement initially discussed. We understand you are requesting an additional pre-paid amount of CAD $105. However, we are not able to issue further reimbursement beyond what has already been processed and aligned with the terms of our resolution.
  
  With respect to your request for a written apology from our CEO, we appreciate your feedback and the seriousness with which youve raised your concerns. Your comments have been formally escalated and noted internally for further improvement across our service teams. While we do not issue individual executive statements for customer service cases, we stand by our commitment to service accountability and have taken internal steps to ensure your feedback informs future standards.
  
  This matter is now considered resolved from our side, and we appreciate your understanding.

  Warm regards,
  Super.com

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23395786
  
  I am rejecting this response because:

  They didn't fulfill their breakfast coverage promise. 

  They Keep giving me hard time. I request a full payment in advance for the breakfast or add it to my reservation and fix the technical issue. 

  
  Sincerely,
  
  Moath Bi

• Initial Complaint

  Date:05/29/2025

  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.

  Super.com supposedly booked a hotel reservation for me and prepaid for said reservation. The hotel address they gave me was to a permanently closed hotel site. When I called thw actual ************** in ***************, ***** they had no reservation under my name!

  

  Business Response

  Date: 06/03/2025

  Hi *******,
  
  We appreciate you bringing this matter to our attention and thank you for entrusting us with your travel plans.
  
  We completely understand the importance of having a seamless booking experience, and we acknowledge the concerns you've raised regarding your recent hotel reservation. After reviewing your case, we took immediate steps to resolve the situation.
  By speaking directly with the hotel, we have successfully secured a refund for your reservation. The refund has already been processed and should be available in your account within 3-5 business days.
  
  Your experience is very important to us, and we're committed to ensuring you receive the value you deserve. If there's anything else you need or if you have any further questions, please do not hesitate to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:05/29/2025

  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 trip insurance to ensure that I would be refunded should I need to cancel. Immediately, an emergency came up. There was no number to call, the chat service was AI, and the refund was denied due to their claiming that I did not provide proof of emergency. I called the hotel and found they never actually booked it. But they claimed they canceled it. I called a different hotel and it was booked and paid for.

  

  Business Response

  Date: 06/06/2025

  Hi *******,
  
  Thank you for reaching out to us and sharing your recent experience. We understand how important it is for your travel plans to be flexible, especially in unforeseen situations, and were here to support you.
  
  Please rest assured that we are actively reviewing your case to get to the bottom of the confusion regarding your booking and insurance claim. As soon as we have more information, we will contact you with a resolution.
  
  Our goal is to provide clarity and assistance as quickly as possible. Your satisfaction remains our top priority, and we appreciate your patience and understanding during this process.
  
  Thank you for giving us the opportunity to address this matter. If you have any more details youd like to share, or if theres anything else we can do for you, please feel free to get in touch.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23395542
  
  I am rejecting this response because:
  

  After their review, they did not feel my homelessness was urgent enough to issue a full refund so that I may book another room. They instead offered less than half back which would not cover all the days left I'm spending in my car. $650/$1450

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

  

  Business Response

  Date: 06/06/2025

  Hi *******,
  
  Thank you for reaching out and sharing your situation with us. We fully understand the urgency of your circumstances and the need for a resolution.
  
  Following extensive discussions with both the hotel and our travel partner, we have explored options for your booking. Were here to support you as best as we can.
  
  If you have any documentation or statement from the hotel that can support your case for a refund, please share it with us. With this information, we can work to renegotiate on your behalf and revisit the situation.
  
  We are committed to assisting you and appreciate your patience and understanding. Please feel free to reach out if you have any other questions or need further assistance.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23395542
  
  I am rejecting this response because:
  

  There is unfortunately no written communication. I spoke with them over the phone. I have reached out to corporate, but there is no response from Red Roof Inn

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

  

  Business Response

  Date: 06/09/2025

  Hi *******,
  
  We appreciate you reaching out again regarding your situation. Your efforts in contacting the hotel and corporate are noted, and we understand how vital it is for you to resolve this matter.
  
  For us to effectively advocate on your behalf and revisit the possibility of a refund, having written documentation or any type of statement from the hotel would be crucial. This documentation allows us to present your case more convincingly with our travel partners and the hotel itself.
  
  Were committed to supporting you throughout this process, and were here to assist in any way possible. If youre able to obtain any written confirmation, whether its via email or another method, please send it our way. It will greatly enhance our ability to address your case efficiently.
  
  Thank you for your patience and understanding. Were eager to assist further and ensure you're provided with the support you need.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23395542
  
  I am rejecting this response because:
  I have attached what little communication proof I have. The hotel refuses to write anything down, claiming they can't admit anything on paper and will only talk to Super in person or via phone. I provided you this information and was told Super refused to call Red Roof Inn via email. 
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super *Super + Charged my business credit card $15 on 4/16/25. I have tried contacting the phone number on my statement and have not been able to get an answer/resolution. I have never used this company for anything. I do not book hotels/flights/ or any other services through them. I need to be sure that they cancel any further charges and refund the charge they already completed on my card. I never authorized or provided any payments information to this company.

  

  Business Response

  Date: 06/04/2025

  Hi Cynthia,
  

  Thank you for reaching out to us regarding the $15 charge on your business credit card dated 4/16/25. We understand your concern, especially as you have not interacted with Super.com for bookings or services, and we're here to assist you in resolving this matter promptly.
  

  We have canceled the membership associated with this charge to ensure no further transactions occur. Additionally, we have processed a refund for the $15 charge, which you should see reflected back in your account within the next 3-5 business days.

  To assist us in ensuring no additional charges occur, could you please provide any details or screenshots of the transaction? This will help us verify the charge and prevent any future occurrences.
  

  Your satisfaction and security are important to us, and we appreciate your patience and understanding as we work through resolving this issue. Please feel free to reach out directly if you have any further questions or need additional assistance.
  

  Warm regards,
  Super.com Support
  

  
  

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me when my refund reflects on my account. 
  
  Sincerely,
  
  Cynthia A******

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel for tonight 5/29/25 and upon seeing room rates offered for that hotel on this date I clicked on Super.com and went through all their prompts and declined their membership fees etc. I chose non-refundable because the booking was for tonight. By the end after payment the date had changed to 6/2/25. I immediately called hotel and explained what happened and they said they had problems with this 3rd party app changing dates. But I had to contact them. I finally found their phone because their email and chat wasn't helping. The *** told me they couldn't fix it. To show proof that I booked those dates and I sent a screenshot of the dates I chose and they still refused to fix their error to book it tonight. So now I am out of the money and have no hotel room for tonight. They 100% could easily fix the hotel room date from their apps deception and make it right but they refuse.

  

  Business Response

  Date: 06/06/2025

  Hi ********,
  
  Thank you for reaching out and sharing your experience with us. We completely understand your concern with the change in booking dates, especially since you were looking forward to your stay at the hotel.
  
  I want to assure you that your case has been escalated for thorough review, and we took steps to address the situation with the hotel. While a refund couldnt be arranged for this specific booking, our approach generally focuses on providing great rates through non-refundable and non-amendable terms.
  
  We sincerely appreciate your feedback, as it helps us enhance our services to better meet your expectations in the future. If theres anything else we can assist you with or clarify, please dont hesitate to contact us. Were here to support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:05/29/2025

  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 have used super before for booking a hotel and was very happy, Unfortunately this time I am not. I booked a hotel with Super for 5/30 to 6/2 in **********. (B_18574872). On Tuesday (5/27) I called the hotel to ask a question regarding their parking and was told my reservation was cancelled by your travel partner ******* . I contacted your support via chat and was advised after many hours that they could not fix the issue and that I would get an email from Super regarding the cancellation and my a refund to my card within a few days. I never got the email. I tried chatting again and the chat time was extremely rude and unhelpful to the point that 1 agent transferred me into the queue again and another scolded me for sending too many chats. They also promised me the same cancel email that never arrived. I called in yesterday and spoke with a man who advised me he would help me get this fixed and would call me back in 15 minutes, that never happened. I called again this am and was told that they were working on it and would get back to me. I was also told that I was "outside" the policy cancel date but they would make an "exception" for me and see if they could get my money back. I was startled!! I just want my refund

  

  Business Response

  Date: 05/30/2025

  Hi Mara

  Thank you for bringing this matter to our attention and for your patience as we work to resolve the situation. I understand the frustration this has caused, especially considering your past positive experience with us.
  Regarding your reservation with the reference number B_18574872, I apologize for the inconvenience you've faced with the cancellation process and subsequent follow-up communication. I'm pleased to inform you that a refund was processed on 2025-05-29 at 22:01, and it should reflect in your account within 3-5 business days, depending on your bank's processing times.
  
  

  Your feedback helps us improve, and I regret the negative interactions you encountered during this processthis isn't the service level we aim to provide. Please keep an eye on your inbox, as our team will be reaching out shortly with confirmation of the refund and to discuss any further steps.
  

  Thank you for your patience and understanding. If there's anything more you need or additional assistance required, please contact me directly at [your contact information].
  

  Warm regards,
  Super.com
  
  

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/12 I was looking to book a hotel stay at ********************** in ****** in July *****th. I came across Super.com. I thought I put in the correct stay times for 7/10-7/13 and completed the booking through Super.com. However, when looking at the confirmation dates on my email confirm (minutes after completing the booking). I saw that the reservation dates were listed at 6/10-6/13 not 7/10-7/13. Not sure if this was input error or a error on the Super.com booking portal itself, but I contacted Super.com literally within 5 minutes (or less) of booking the unit and asked them to correct the dates as I will not even be in the ** on those dates. Super.com said that the booking was non-refundable/non-amendable and said my only remedy was they would try and reach out to their travel partner to modify the stay. Since then I have been contacting them daily to help me find a resolution as this is a $2.1K hotel booking for days I will not even be in the Country. I told them I am willing to move these pre-paid funds if the stay is booked for the same or a comparable hotel for the 7/10-7/13 dates. I have also tried calling the Hotel (***************) to get them to amend the dates, but they say they cannot do anything unless Super.com allows them to. I am in ********** and I would think I would be protected by some type of buyer protection, as I tried to correct this issue literally minutes of it all happening. I've been on the phone with Super.com countless times since then and am not getting any appropriate resolution to this issue I am only getting the run-around. Please help. I only want to get what I am paying for either via a refund or credit to book another room for the proper dates. Thank you for your assistance and attention. Please let me know any other information you need on my end that will be helpful. I can upload the booking receipt from Super.com if helpful. The order number below is the Super.com reference number that they will recognize in their system.

  

  Business Response

  Date: 06/02/2025

  Hi ****

  Thank you so much for bringing your complaint to our attention. We at super.com want to ensure that all our customers receive transparent and clear service. In addiction we want you to know that we truly appreciate the concern you raised with us regarding the issue you experienced with your reservation dates. 

  Im delighted to share that we have successfully processed a full refund for your recent reservation with Booking ID **********. The amount of $2136.81 has been credited back to your original payment method. You should see the refund reflected in your account within 3-5 business days, depending on your bank.
  

  We truly appreciate your proactive effort in contacting us immediately and your readiness to find an alternative solution. If there's anything more we can assist you with or any questions you have, please dont hesitate to reach out. Were here to help and look forward to making your next experience a positive one.
  

  Thank you again for your understanding and patience throughout this process.
  

  Warm regards,
  Super.com