Complaints

This profile includes complaints for Clarus Commerce, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Clarus Commerce, LLC

  500 Enterprise Dr Ste 2D Rocky Hill, CT 06067-3913

  
• 

  FreeShipping.com

  Dupont, WA 98327

• 

  Clarus Commerce, LLC

  PO Box 290728 Middletown, CT 06457

  
• 

  Clarus Commerce, LLC

  PO Box 447 Herndon, VA 20172

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:11/03/2022

  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.

  Freeshipping.com started charging my ******** card on June 5 2022. I never signed up for a subscription to their service. When I contacted customer service they told me to log into my account. I have no account to log into because I never made one or signed up with them! They have been making fraudulent charges on my card for 6 months now! I had never even used the card online prior to them charging me.
  Customer service has been no help at all because they refuse to understand I did not sign up or create an account. I cannot log in to cancel. They have been reported to ******** card for fraud.

  Business Response

  Date: 11/07/2022

  I write in regards to the above referenced complaint submitted to
  your office by Ms. *******. We regret any confusion or inconvenience she
  experienced when doing business with our company and trust that this letter
  will address her concerns.   
  Our records show that on May
  29th 2022, after making an online purchase on *********, Ms. *******
  was presented with an ad banner promoting our FreeShipping.com program. Ms. *******
  clicked on the banner and arrived on our order registration page, which
  provided full details about our money saving membership program and how she can
  try the program for 7 days at no cost. The terms on that page, titled “Offer
  Details,” explained that if she did not cancel her subscription by the end of
  the trial, her subscription would automatically continue and the monthly
  subscription fee would be charged to the credit card account that she
  provided. 
  
  Our records show that she
  completed the registration process by providing her full contact and account
  information and checking a box that states “I agree to the Offer Details and the
  Terms of Use & Service” just below
  the offer terms. Shortly thereafter we sent Ms. ******* a welcome e-mail to the
  e-mail address she provided upon enrollment that included full information on
  how she can access and enjoy her program benefits and reiterating the program
  billing terms. 
  
  Ms. *******’s membership
  was canceled at her request on 11/3/22. This membership has now been fully
  refunded for $65.00. The remaining credit will post in 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. *******.

• Initial Complaint

  Date:10/21/2022

  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.

  Free shipping.com claims that we signed up for a trial of their shopping services, an offer of some kind that if you don't cancel within 30 days you will be billed $13 per month never ending. We never bought anything from them. They claim we claimed their offer on checks unlimited. We called to find out what the charges on our card were, and found out who they were and that they had been charging us for 18 months. They offered to refund 4 months max of payments. They still owe us $236. We've never received anything from them, nor even a gift certificate for $10 towards an initial purchase they claim to have sent.

  Business Response

  Date: 10/24/2022

  I write regarding the above referenced complaint submitted
  to your office by Mr. *******. We regret any confusion or inconvenience he
  experienced when doing business with our company and trust that this letter
  will address his concerns.   
  Our records show that on May 19th, 2021, after making an
  online purchase on *******************, ***** ******* was presented with an ad
  banner promoting our FreeShipping.com program. Ms. ******* clicked on the
  banner and arrived on our order registration page, which provided full details
  about our money saving membership program and how she can try the program for 7
  days for the trial fee of $2.00.  The
  terms on that page, titled “Offer Details,” explained that if she did not
  cancel her subscription by the end of the trial, her subscription would
  automatically continue and the monthly subscription fee would be charged to the
  credit card account that she provided. 
  Our records show that she completed the registration process
  by providing her full contact and account information and checking a box that
  states “I agree to the Offer Details and the Terms of Use & Service” just
  below the offer terms. Shortly thereafter we sent Ms. ******* a welcome e-mail
  to the e-mail address she provided upon enrollment that included full
  information on how she can access and enjoy her program benefits and
  reiterating the program billing terms. 
  In order to claim the bonus rebate, members would need to
  log in and submit their bonus rebate claim along with their proof of purchase.
  No claims were submitted under this membership.
  The membership has been canceled and the full refund of $236.00
  was issued back to the card on file on 10/21/22.
  Again, we regret any inconvenience this may have caused Mr. *******.

• Initial Complaint

  Date:10/10/2022

  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.

  10/09/2022 my card was charged $13 for membership. I didn’t approve this and I didn’t want this. Please cancel my membership and return my money back

  Business Response

  Date: 10/24/2022

  I write regarding the above referenced complaint submitted to your
  office by Ms. ********. We regret any confusion or inconvenience she
  experienced when doing business with our company and trust that this letter
  will address her concerns.   
  Our records show that on October
  2nd, 2022, after making an online purchase on eBay.com, Ms. ******** was
  presented with an ad banner promoting our ********** membership program. Ms. ********
  clicked on the banner and arrived on our order registration page, which
  provided full details about our money saving membership program and how she can
  try the program for 7 days at no cost. The terms on that page, titled “Offer
  Details,” explained that if she did not cancel her subscription by the end of
  the trial, her subscription would automatically continue, and the monthly
  subscription fee would be charged to the ****** account that she provided. 
  
  Our records show that she
  completed the registration process by providing her full contact and account
  information and checking a box that states “I agree to the Offer Details and the
  Terms of Use & Service” just below
  the offer terms. Shortly thereafter we sent Ms. ******** a welcome e-mail to
  the e-mail address she provided upon enrollment that included full information
  on how she can access and enjoy her program benefits and reiterating the
  program billing terms. 
  
  This membership has been
  canceled and fully refunded for the $13.00 membership fee. This credit will
  post back to the ****** account on file in 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ********.
  

• Initial Complaint

  Date:10/06/2022

  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.

  Free shipping.com charges for 13.99 began in May and I have been charged each month. I did not sign up for this and have never heard of this company. I called to find out how I was signed up and the company representative said she couldn’t tell me and that I may have clicked on a pop-up ad. I don’t click on pop up ads. This company is a scam and I want full reimbursement and for their unethical business practices to be investigated.

  Business Response

  Date: 10/07/2022

  I write in regards to the above referenced complaint
  submitted to your office by Mr. ****. We regret any confusion or inconvenience he
  experienced when doing business with our company and trust that this letter
  will address his concerns.   
  Our records show that on May 2nd, 2022, after making an
  online purchase online, Mr. **** was presented with an ad banner promoting our
  FreeShipping.com program. Mr. **** clicked on the banner and arrived on our
  order registration page, which provided full details about our money saving
  membership program and how he can try the program at no cost for 7 days.  The terms on that page, titled “Offer
  Details,” explained that if he did not cancel his subscription by the end of
  the trial, his subscription would automatically continue and the monthly
  subscription fee would be charged to the credit card account that he provided. 
  Our records show that he completed the registration process
  by providing his full contact and account information and checking a box that
  states “I agree to the Offer Details and the Terms of Use & Service” just
  below the offer terms. Shortly thereafter we sent Mr. **** a welcome e-mail to
  the e-mail address he provided upon enrollment that included full information
  on how he can access and enjoy his program benefits and reiterating the program
  billing terms. 
  This membership was canceled effective 10/6/22 and has been
  fully refunded for $78.00. This credit will post in 2-5 business days.
  Again, we regret any inconvenience this may have caused Mr. ****.

• Initial Complaint

  Date:09/28/2022

  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 did not approve any payments to this company and have no clue who they are or what they do. I don’t even know what the alleged charges are for. NO CLUE

  Business Response

  Date: 09/28/2022

  I write in regards to the above referenced complaint submitted to
  your office by Ms. *******. We regret any confusion or inconvenience she
  experienced when doing business with our company and trust that this letter
  will address her concerns.   
  Our records show that on August
  22nd, 2022, after making an online purchase online, Ms. ******* was presented
  with an ad banner promoting our LivePlayGo membership program. Ms. ******* clicked
  on the banner and arrived on our order registration page, which provided full
  details about our money saving membership program and how she can try the
  program for 7 days at no cost.  The terms
  on that page, titled “Offer Details,” explained that if she did not cancel her
  subscription by the end of the trial, her subscription would automatically
  continue and the monthly subscription fee would be charged to the credit card
  account that she provided. 
  
  Our records show that she
  completed the registration process by providing her full contact and account
  information and checking a box that states “I agree to the Offer Details and the
  Terms of Use & Service” just below
  the offer terms. Shortly thereafter we sent Ms. ******* a welcome e-mail to the
  e-mail address she provided upon enrollment that included full information on
  how she can access and enjoy her program benefits and reiterating the program
  billing terms. 
  
  Ms. ******* membership has
  been canceled and fully refunded for the two membership fees of $13.00. This
  credit will post in 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. *******.
  

• Initial Complaint

  Date:09/27/2022

  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 9/26/22 I was charged a $13 charge from this company that I did NOT approve. I recently ordered from an *** website & this scam came across the screen. This company did not present itself as a membership that I am interested in nor do I want to be charged for. I do not even know what service this company provides. I feel scammed. I want this $13 charge removed and reversed from my ****** credit card.
  ******* *******

  Business Response

  Date: 09/27/2022

  I write in regards to the above referenced complaint submitted to
  your office by Ms. *******. We regret any confusion or inconvenience she
  experienced when doing business with our company and trust that this letter
  will address her concerns.   
  Our records show that on September
  19th, 2022, after making an online purchase on ***********, Ms. *******
  was presented with an ad banner promoting our LivePlayGo membership program.
  Ms. ******* clicked on the banner and arrived on our order registration page,
  which provided full details about our money saving membership program and how
  she can try the program at no cost for 7 days. The terms on that page, titled
  “Offer Details,” explained that if she did not cancel her subscription by the
  end of the trial, her subscription would automatically continue, and the
  monthly subscription fee would be charged to the credit card account that she
  provided. 
  
  Our records show that she
  completed the registration process by providing her full contact and account
  information and checking a box that states “I agree to the Offer Details and the
  Terms of Use & Service” just below
  the offer terms. Shortly thereafter we sent Ms. ******* a welcome e-mail to the
  e-mail address she provided upon enrollment that included full information on
  how she can access and enjoy her program benefits and reiterating the program
  billing terms. 
  
  We have canceled this
  membership and issued a full refund of the $13.00 membership fee. This credit will
  post in 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. *******.

• Initial Complaint

  Date:09/26/2022

  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.

  This company has been charging my ******** ******* a membership fee of $18.18 for June, August & September. (Don’t ask me why there isn’t a charge for July) I have never purchased anything from this company. I called ###-###-#### to cancel this ‘membership’ that I do not recall ever signing up for and the person that answered my call said she was able to cancel said membership and that I would receive an email confirming cancellation. (I have not received that email yet.)I asked what my membership ID # is and she said it’s *********. I don’t know what kind of dog and pony show this company is running but they clearly prey on people judging from the number of complaints they have.
  Please help me get my money back from this place.

  Business Response

  Date: 09/28/2022

  I write in regards to the above referenced complaint submitted to
  your office by Ms. ********. We regret any confusion or inconvenience she
  experienced when doing business with our company and trust that this letter
  will address her concerns.   
  Our records show that on May 17th,
  2022, after making an online purchase on *******************, Ms. ******** was
  presented with an ad banner promoting our ********* *** *** Member Rewards
  program. Ms. ******** clicked on the banner and arrived on our order
  registration page, which provided full details about our money saving
  membership program and how she can try the program at no cost for 30 days.  The terms on that page, titled “Offer
  Details,” explained that if she did not cancel her subscription by the end of
  the trial, her subscription would automatically continue and the monthly
  subscription fee would be charged to the credit card account that she
  provided. 
  
  Our records show that she
  completed the registration process by providing her full contact and account
  information and checking a box that states “I agree to the Offer Details and the
  Terms of Use & Service” just below
  the offer terms. Shortly thereafter we sent Ms. ******** a welcome e-mail to
  the e-mail address she provided upon enrollment that included full information
  on how she can access and enjoy her program benefits and reiterating the
  program billing terms. 
  
  Ms. ******** membership
  has been canceled and fully refunded for $67.80.
  
  Again, we
  regret any inconvenience this may have caused Ms. ********.

  Customer Answer

  Date: 09/28/2022

  
  
  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:09/19/2022

  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 have been using freshipping.com for some time now. It was all good until it wasnt. Last week they shut my account down citing I had multiple accounts from this address. But thats not true, I cancelled my account before signing up with my different and preferred email id. The real reason they cancelled me was because they owe me more than $600 in rebates, they had me go through their site for multiple purchase over the last few months and when it came time to pay they cancelled on me without notice. They didnt even sent me the check for last month. When reached out support they said they dont have any knowledge of it and a big executive will email me with explanation which I did get from a guy Joe( same guy who does customer support) saying multiple accounts violation. So respectfully asked him can you show me the dates of these accounts active but there has been no response. So I checked other complaints about this company and the pattern is the same: whenever your rebate goes a little high like greater than $200 they cancel on you without notice. I even asked them to talk to me and sort it out for the higher rebates but they never responded. Now I want to urge others who were scammed like this to do the following so others are protected:
  - Reach out to the retailers and complained about this company. Return your stuff you bought from them and give them the reason
  - Call you credit card company to block this merchant as put them in the black list.
  - I have a corp lawyer friend who is helping me guide through this on if we can do some sort of small court case on them. Reach out to one and see if this is what you want to pursue. If I have more than 10 such cases we can all file against them together.

  Business Response

  Date: 09/23/2022

  I write in regards to the above referenced complaint
  submitted to your office by ****** ********. We regret any confusion or
  inconvenience they experienced when doing business with our company and trust
  that this letter will address their concerns.   
  ****** ********’s membership was closed due to a previous
  account at their address. The following is stated under the Terms of Use for
  FreeShipping.com: There is a limit of one membership and one
  introductory/premium offer per household.
  As a courtesy the membership has been reinstated and the
  submitted claims have been processed. We have confirmed this with ******
  ******** via email.
  Again, we regret any inconvenience this may have caused ******
  ********.

  Customer Answer

  Date: 09/23/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree that they actively worked with me in past few days to clear any confusions. Not only they agreed to accept my rebates/cashbacks they also reinstated my membership with them. I have been with them since 2018 and will continue forward. I will try to spread this positive feed back  and update any complaints I filed against them with this outcome. Again, I really appreciate the help.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:09/09/2022

  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 have had a charge of $12.97 a month f I’m this company and I have never had contact with this company nor sought their business. This has been a charge to my account since 2015!!

  Business Response

  Date: 09/12/2022

  I write in regards to the above referenced complaint
  submitted to your office by Mr. **********. We regret any confusion or
  inconvenience he experienced when doing business with our company and trust
  that this letter will address his concerns.   
  Our records show that on August 23rd, 2015, after making an
  online purchase on *****************, Mr. ********** was presented with an ad
  banner promoting our FreeShipping.com program. Mr. ********** clicked on the
  banner and arrived on our order registration page, which provided full details
  about our money saving membership program and how he can try the program at no
  cost for 7 days.  The terms on that page,
  titled “Offer Details,” explained that if he did not cancel his subscription by
  the end of the trial, his subscription would automatically continue, and the
  monthly subscription fee would be charged to the credit card account that he
  provided. 
  Our records show that he completed the registration process
  by providing his full contact and account information and checking a box that
  states “I agree to the Offer Details and the Terms of Use & Service” just
  below the offer terms. Shortly thereafter we sent Mr. ********** a welcome
  e-mail to the e-mail address he provided upon enrollment that included full
  information on how he can access and enjoy his program benefits and reiterating
  the program billing terms. 
  This membership has been canceled. As a courtesy, I have
  issued a full refund back to Mr. **********’s account. This remaining refund
  will post in 2-5 business days.
  Again, we regret any inconvenience this may have caused Mr. **********.

  Customer Answer

  Date: 09/12/2022

  
  
  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:09/08/2022

  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 November 2021, Clarus Commerce LLC and ******** ******* ******* along with there shared company *** ******* + started charging my credit card without my permission. A monthly charge has been charged for the past 10 months without any communication of the "service" they were providing. No notifications were emailed to me or mailed to me.
  
  These charges started because I used a 10$ coupon, which they signed me up for these monthly charges without my knowledge. Charges exceeded $162.00.

  Business Response

  Date: 09/12/2022

  I write in regards to the above referenced complaint submitted to
  your office by Ms. ****. We regret any confusion or inconvenience she
  experienced when doing business with our company and trust that this letter
  will address her concerns.   
  Our records show that on November
  8th, 2021, after making an online purchase Ms. **** was presented
  with an ad banner promoting our *** ******* + program. Ms. **** clicked on the
  banner and arrived on our order registration page, which provided full details
  about our money saving membership program and how she can try the program at no
  cost for 30 days. The terms on that page, titled “Offer Details,” explained
  that if she did not cancel her subscription by the end of the trial, her
  subscription would automatically continue, and the monthly subscription fee
  would be charged to the credit card account that she provided. 
  
  Our records show that she
  completed the registration process by providing her full contact and account
  information and checking a box that states “I agree to the Offer Details and the
  Terms of Use & Service” just below
  the offer terms. Shortly thereafter we sent Ms. **** a welcome e-mail to the
  e-mail address she provided upon enrollment that included full information on
  how she can access and enjoy her program benefits and reiterating the program
  billing terms. 
  
  Ms. ****’s membership was
  canceled at her request previously. We have issued a full refund of the membership
  fees totaling $149.50. This remaining refund will post in 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ****.