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:06/18/2025

  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.

  Complaint Type: Refund Not Received / Billing Dispute Date of Transaction: June 16 2025 Booking Confirmation #: ******** Amount Charged: 114.78 I booked a refundable hotel room through Super.com (Confirmation #********) for June 25–26, 2025. I accidentally selected the wrong date and canceled the reservation the same day by contacting the hotel directly. The hotel confirmed in writing that the cancellation was processed without penalty. I then contacted Super.com, and a customer service representative informed me that if I submitted the hotel’s official cancellation confirmation, my refund would be processed. I submitted the exact documentation they requested, including the hotel’s official email (from ******* ****** ************ **********), which included my name, stay dates, and confirmation of no penalty. Despite this, Super.com denied my refund, claiming that I selected an “unqualified reason” (“wrong date”) in their internal refund form. When I called back, another representative told me I had been misinformed by the previous agent. This is a case of misrepresentation and deceptive business practice. I acted in good faith, followed their instructions, submitted required proof, and am now being penalized for a technicality that was not disclosed upfront. I am seeking a full refund for this refundable hotel booking, based on clear documentation, verbal assurances, and the hotel’s cooperation.

  

  Business Response

  Date: 06/19/2025

  Hi Keon,
  

  Thank you for reaching out and sharing your detailed experience with us. I understand the frustration that can arise from following all the necessary steps and still encountering issues with obtaining your refund. We appreciate your effort in providing the required documentation, and we're here to clarify the situation.
  

  The amount of $103.78 has been refunded to you in credit, as the $11 difference was for the Enhanced Refund option. This option provides additional flexibility for unforeseen circumstances, and while incredibly useful, it is non-refundable, as stated in our booking terms.

  We value transparency and want to ensure you feel supported throughout your booking process. Please be assured that we are reviewing your case closely to ensure it reflects the assurances you were initially given, and we’re committed to providing you with a resolution.

  If you have further questions or require any more assistance, please contact our customer support team. We’re here to ensure your experience with us is both rectified and satisfying.
  

  Thank you for your patience and understanding as we work to resolve this issue.
  

  Warm regards,
  Super.com Team
  

  
  

• Initial Complaint

  Date:06/18/2025

  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.

  Never sign up for the Super+ account but get charged on the card for 1.97 + 15 fees. I want the money back.

  

  Business Response

  Date: 06/18/2025

  Hello, 

  Thank you for reaching out about the unexpected charges. It appears a Super+ trial was activated on your account, which converted to a paid membership after the trial period ended, resulting in the $15 charge. 
  
  We see that the membership charge has already been refunded to you, and your membership has been cancelled. If you have any further questions or need assistance, please let us knowwere here to help.
  
  We appreciate you bringing this to our attention and hope to assist you again in the future.
  
  Kind Regards, 
  Super.com

  Customer Answer

  Date: 06/18/2025

  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:06/17/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/17/2025. Site advertised 2 prices, one being a "full price" the other being a member "cashback" price. But after picking the member price and signing up, they charge you the full price and then say you get the cashback towards a future booking. False advertisement because it shows you getting the discount price on the current booking. This site is fraudulent and has false advertisement.

  

  Business Response

  Date: 06/18/2025

  Hi Andrew,
  

  Thank you for reaching out and sharing your experience with us. Your feedback is truly helpful, and we're here to clarify how our pricing models work.
  

  We understand your concern regarding the "member cashback" pricing. Our goal is to offer our members the benefit of earning cashback on their bookings, which can then be applied toward future travel. When you see a "member cashback" price, it indicates the amount you'll receive back for future use, and this cashback will reflect in your account after the booking is completed, rather than as an immediate discount on the current booking.
  

  We are reviewing our advertising practices to ensure these details are communicated as clearly as possible, so everyone understands how the program works. Our aim is for all customers to fully benefit from this model and plan their travel with clear expectations.
  

  If you have any other questions or need further assistance, please feel free to reach out directly. We appreciate your engagement as we strive to enhance our services and communication.
  

  Thank you again for bringing this to our attention.
  

  Warm regards,
  Super.com
  

  
  

  Customer Answer

  Date: 06/18/2025

  Hi there, regarding this complaint, the business has corrected the issue and refunded me the difference in the matter. Thank you

  Customer Answer

  Date: 06/18/2025

  Hi, i wrote a complaint about a company and the company has since corrected the billing error and has refunded me the difference. Can i close out the complaint?  Thanks

• Initial Complaint

  Date:06/17/2025

  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.

  I don’t recall ever using or subscribing to there services but for the past 3 months a charge of $15 has been charged to my debit card from SUPER+ 06-17-25, 05-19-25, 04-18-25 I just would like the charges to stop and a full refund.

  

  Business Response

  Date: 06/17/2025

  Hi Anthony,
  
  Thank you for reaching out and bringing this to our attention. We understand the importance of having clarity on any charges, and we're here to help resolve this for you.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits and savings, and it requires customer approval to activate. Based on the email address and contact number provided, we were unable to locate a Super+ membership linked to your information.
  
  To assist you further, could you please provide the account details where the funds were debited? This information will help us locate any membership associated with those charges and address your concerns effectively.
  
  We appreciate your cooperation in resolving this and ensuring your experience with Super.com is clear and satisfactory. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/16/2025

  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.

  I booked a hotel stay through Super.com and paid $1,000+ in advance. I received a confirmation and assumed the booking was secured and paid for. However, after I completed my stay, the hotel directly charged me $1,700+, informing me that they never received payment from Super.com.This left me double-charged: I paid Super.com $1,000+ and then had to pay $1,700+ again to the hotel. Super.com admitted the failure occurred on their end (they claimed the hotel failed to charge them), but only agreed to refund the original $1,000+, refusing to take any responsibility for the additional ~$700 I had to pay as a result of their failed service.I am not seeking a refund just out of dissatisfaction I am out ~$700 through no fault of my own. Super.com failed to provide the service I paid for, and their refusal to make me whole is unacceptable.I am requesting that Super.com reimburse me the ~$700 difference caused by their error. I have receipts and documentation to support all charges.

  

  Business Response

  Date: 06/19/2025

  Hi Fengyi,
  

  Thank you for reaching out and sharing your experience with us. We understand the concern this situation has caused, and we're here to help resolve it.
  

  I have good news for you - we've processed a refund of USD $1052.49 to your original payment method for your booking at DoubleTree By ******************* - Downtown with confirmation number B_18481249. This should reflect in your account within 2-5 business days.
  

  We realize this situation resulted from an oversight on our part, and I sincerely apologize for the mix-up. We're taking steps to ensure such issues are minimized in the future.
  To compensate for the additional amount you paid at the hotel upon check-in, we've processed Super credits of USD $685.93. You can use these credits for any future bookings with Super.com.
  

  Thank you for your patience and understanding. If there's anything else we can do to assist you, please don't hesitate to reach out. We're committed to making your experience with us a positive one.
  

  Warm regards,
  

  Super.com Team
  

  
  

  Customer Answer

  Date: 06/20/2025

  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:06/16/2025

  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.

  I’ve made multiple queries in regards to missing credits I have yet to receive. I’ve submitted documentation that these tasks were completed to receive the credits. The company is telling me I have not completed all the required steps. To receive credit, all the required steps are not needed. I know this because I have already received credit on some of the tasks I have completed. I’m just trying to recoup my missing credits and they refuse. There was a task to donate to ***** and receive a $75 credit. I submitted documentation that it was completed and they refuse to do anything. I’ve completed multiple tasks on the Darts game. Out of the 4 Tasks I’ve completed, I only received credit for one. So telling me I must complete all tasks first to receive credit is a lie because I’ve already received credits and all the tasks aren’t completed.

  

  Business Response

  Date: 06/18/2025

  Dear Rayshawn

  Thank you for reaching out about the issue with missing credits. We understand how important it is to accurately receive credits for tasks you've completed, and we're here to clarify and assist with this matter.
  

  Upon reviewing your account, it appears that while you clicked the offer, the steps to download and open the app were not completed, which are necessary to qualify for the credits. Our system relies on the full completion of specified actions to apply credits accurately.
  

  We appreciate you providing documentation, and while we recognize your engagement in completing tasks, the criteria for credit issuance include these specific steps. 
  

  If you have any additional questions or need help understanding the process, please feel free to reach out. We value your efforts and are committed to supporting you in fully maximizing your benefits from Super.com.
  

  Thank you for your understanding and cooperation.
  

  Warm regards,
  Super.com Support
  

  Customer Answer

  Date: 06/18/2025

  
  Complaint: ********
  
  While I appreciate your explanation, I must respectfully disagree with your conclusion. I completed all necessary steps associated with the offer in question, including downloading and opening the app as required. If these actions were not properly tracked by your system, the issue lies not with user compliance but with your app’s performance—something echoed by the overwhelming number of users reporting similar glitches and tracking failures.
  
  Specifically, in the case of the Darts app, the task did track successfully on my end. A green checkmark clearly appears next to the completed tasks, as shown in the screenshot labeled ********, which I previously provided. Despite this evidence, I was still denied credit. This indicates that even properly tracked and completed offers are not being credited—further supporting my concern about flaws within your system.
  
  Your scripted response suggests the failure to issue credit was due to incomplete steps, but the visual proof contradicts that claim. When multiple users report the same issues, and even successfully tracked tasks are not honored, it raises questions about the reliability and fairness of the platform.
  
  I respectfully request a thorough re-evaluation of my account and activity, with full consideration given to the documentation provided. I hope this can be resolved promptly and fairly without the need for further escalation.
  
  Sincerely,
  
  Rayshawn S*****

  

  Business Response

  Date: 06/24/2025

  Hi *****,

  We've reviewed your case and confirmed that we canceled your booking on June 10, 2025. The refund should have been processed back to your account.
  

  If you haven't seen the refund yet, please contact your bank to check on the status and ensure that they're processing the transaction correctly.
  

  Regarding your travel credit, we'll look into why you're unable to use it and work to resolve the issue.
  

  We're here to help and want to ensure that your experience with Super.com is positive moving forward.
  

  Warm regards,
  Super.com

  Customer Answer

  Date: 06/24/2025

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

  MY NAME IS NOT ***** AND THIS REPLY HAS NOTHING TO DO WITH ME  

  
  Sincerely,
  
  Rayshawn S*****

  

  Business Response

  Date: 06/27/2025

  Dear Rayshawn

  Firstly thank you so much for bring this to our attention. We at super.com want to assure that we are transparent and clear with all or customers .

  Based on your credits it has be funded into your Super account.

  Warm regards 

  Super.com

  Customer Answer

  Date: 06/27/2025

  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,
  
  Rayshawn S*****

• Initial Complaint

  Date:06/16/2025

  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.

  I used my credit card to book a hotel through Super.com. Subsequently, I discovered that Super.com began fraudulently charging me $15 per month without my consent. The initial charge was made on 6/15/25 with monthly charges to follow. I never agreed to any subscription service or recurring payments. These charges were made without my knowledge or authorization. This practice is deceptive, unethical, and unacceptable. I request that the Better Business Bureau investigate Super.com's billing practices and take appropriate action to prevent this from happening to other consumers. I also seek assistance in obtaining a full refund of all unauthorized charges and ensuring that my credit card is no longer billed by Super.com.

  

  Business Response

  Date: 06/17/2025

  Hi Richard,
  
  Thank you for reaching out to us and sharing your concerns. We understand the importance of having clarity regarding any charges to your account, and we are committed to resolving this matter for you.
  
  The Super+ membership is an optional subscription that provides exclusive benefits, such as savings and cashback on travel bookings. It requires the customer’s explicit consent to activate.
  
  Upon reviewing your account, we've ensured that the membership has been canceled to prevent any further charges. As a one-time exception, we have processed a refund for all charges related to the membership, totaling $75. You should see the refunded amount
  reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or require additional assistance, please feel free to reach out. We're here to ensure your experience with Super.com is clear and satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/16/2025

  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.

  Booked a hotel through the business in April, was not informed of, nor consented, to a membership or membership fee. Charged three times. Would like a refund

  

  Business Response

  Date: 06/17/2025

  Hi Jessica,
  
  Thank you for reaching out and sharing your concerns with us. We understand how unexpected charges can be puzzling, and we're here to help resolve the matter for you.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits and savings, and it requires customer approval to activate. After reviewing your account, we can confirm that the membership has been canceled to prevent further charges.
  
  As a one-time exception, we have processed a full refund for all charges related to the membership, totaling $45. You can expect these funds to be reflected in your account within the next 3 to 5 business days.
  
  If there are any further questions or if you need additional assistance, please feel free to reach out. We're committed to ensuring your experience with Super.com is both clear and satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/16/2025

  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.

  I recently discovered a "subscription" like charge on my bank account for $15 that I did not recognize. The monthly charge started mid-December 2024. When I searched for what it could be based on the description on my bank statement, I discovered it was for super.com, which I had never heard of. I checked my ALL of my email history, and nothing showed up. I thankfully was able to cancel the "subscription," however, I truly wish I knew how this even happened and to have my money returned.

  

  Business Response

  Date: 06/16/2025

  Hi Lindsey,
  
  Thank you for reaching out and sharing your concerns with us. We understand how unexpected charges can be concerning, and we are here to help clarify the situation for you.
  
  The Super+ membership is an optional subscription that provides exclusive benefits and savings and requires customer approval to activate. After reviewing your account, we can confirm that the subscription began on 2024-12-09.
  
  As a one-time exception, we have processed a refund for all charges related to the Super+ membership, totaling $106.97. You should see this refund in your account within the next 3 to 5 business days.
  
  We hope this resolves your concerns, and if there's anything more we can do to assist you, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/18/2025

  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,
  
  Lindsey G*******

• Initial Complaint

  Date:06/16/2025

  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.

  I made reservations at *********** in Florence Italy For May 21-22, 2025. WE received a text welcoming us to the hotel on May 20. When we arrived at the address, a neighbor told us that the hotel had gone out of business. I tried to contact Super.com, they do not have a contact method. They offered canned response but not satisfactorily. There were 7 other tourists who were effected by this transgression. AS you can imagine, arriving to find out that I did not have a place to stay in a foreign country created immense anxiety and conc erns for our entire group. Then to find out that this company has an A+ Rating from the BBB was disturbing.

  

  Business Response

  Date: 06/17/2025

  Hi Michele,
  
  Thank you for reaching out and sharing your experience with us. We understand the challenges that can arise, particularly when traveling in another country. We're here to help make things right.
  
  After reviewing your case, we've processed a full refund for your booking at *********** in Florence, Italy. The refund amount of $437.91 will be credited back to your original payment method within the next 3 to 5 business days. As a gesture of goodwill, we've also credited 10% in Super Travel credits to your account for future bookings.
  
  We value your trust and are dedicated to ensuring you have a smooth experience moving forward. Should you have any questions or need further assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/18/2025

  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,
  
  Michele K****