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:09/01/2022

  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 was charged a membership fee of $13 by freeshipping.com on August 31, 2022 from ******. I never remember this money. I have a screenshot of the email of the member who canceled this website membership on 04 / 25/2020. But I suspect that they used my ****** secretly to collect this fee. This money is not authorized by me. And the website never shows a membership fee of $13 per month. When I searched this website on the Internet, all people said it was a scam website. If i cannot get this money back, i hope the government should close this website to prevent more people from being cheated.

  Business Response

  Date: 09/02/2022

  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.   
  Our records show that on August
  17th, 2022, after making an online purchase on **********, **** ** was presented with an ad banner promoting our
  FreeShipping.com program. **** ** clicked on the banner and arrived on our
  order registration page, which provided full details about our money saving
  membership program and how they 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, their subscription would
  automatically continue and the monthly subscription fee would be charged to the
  credit card account that they provided. 
  
  Our records show that they
  completed the registration process by providing their 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 **** ** a welcome e-mail to the
  e-mail address they provided upon enrollment that included full information on
  how they can access and enjoy their program benefits and reiterating the
  program billing terms. 
  
  We received a dispute for
  the $13.00 membership fee from **** **** bank on 8/31/22. We accepted this
  dispute and the credit will post back to their ****** account. The membership
  has been canceled and no further membership fees will be billed.
  
  Again, we
  regret any inconvenience this may have caused **** **.

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My freeshipping.com email is **********.***.
  A few months ago, when me and my spouse had separate accounts, Freeshipping.com support let us know that we can only have one account per household. So I worked with their support to close the duplicate account(s) and only keep one account .** ***@******.***.
  
  I went on Active Duty (U.S Army Reserve) a couple of months ago and came back to civlian life recently. When I tried to login with ***@******.net, the website threw an error. So I contacted their support and they let me know that the issue is with duplicate accounts.
  
  I believe it's a mistake on their part because we now only have one account **. ***@******.net within our household (*** ******* *** *********** ** *****).
  
  I kindly request freeshipping.com support to reactivate my account (***@******.net) and prevent accidental cancelation in the future. We only wish to maintain a single account within our household

  Business Response

  Date: 08/29/2022

  I write in regards to the above referenced complaint
  submitted to your office by ********* ******. We regret any confusion or
  inconvenience he experienced when doing business with our company and trust
  that this letter will address his concerns.   
  The Terms of Use on FreeShipping.com states – There is a
  limit of one membership and one introductory/premium offer per household.
  Due to multiple accounts at ********* ******’s address their
  account was closed. We have reinstated this account and reached out directly to
  confirm they will now be able to log in and earn cash back and rebate claims.
  In the future, please be advised there is a limit of one membership allowed per
  household.
  Again, we regret any inconvenience this may have caused ********* ******.

• Initial Complaint

  Date:08/22/2022

  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 have never ordered from Clarius Direct LLC I haven’t revived no merchandise from them. They’re charging my ****** account $13.00 monthly since June. This is a fraudulent company, also I would like my money refunded back to me. Your immediate investigation in this matter would be greatly appreciated thank you.

  Business Response

  Date: 08/29/2022

  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 July
  11th, 2022, after making an online purchase on ************, Ms. ******
  was presented with an ad banner promoting our LivePlayGo 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
  free 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. 
  
  Ms. ****** bank disputed
  the two charges of $13.00 and we accepted the dispute. The full credit of $26.00
  should have posted back to Ms. ******* account by this date.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

• Initial Complaint

  Date:08/01/2022

  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.

  My mom is being charged $13 every month and does not remember even signing up for this. She needed an email to do and has never owned a computer or had an email address.
  I have called 3 times to speak with customer service and because I do not have any login information(because there is not any) they will not help. She has moved from ******** where she live all 81 1/2 years to ****** and lives in an assisted living facility. She is also on a fixed income and we are not really sure how long this charge has been going on, we just have went as far back as Feb of this year. We just simply want the membership to stop. Help she is being taken advantage of.
  ******* *****, son

  Business Response

  Date: 08/09/2022

  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.
  We have been unable to locate a membership with
  FreeShipping.com with the information provided. I have reached out directly in
  order to locate the membership and issue a refund to Ms. *****’s account.
  Thank you     

  Customer Answer

  Date: 08/09/2022

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

  She never signed up so the fact they can’t find her membership is true but yet they are drafting her bank account every month.  She is on a fixed income and in assisted living.  All we want is for them to cancel the draft they set up.  She is 82 years old 

  Business Response

  Date: 08/19/2022

  Hello,

  We will be happy to cancel and refund the account however we have been unable to locate a membership using all the information provided. We reached out directly on 8/9/22 and have not received a response. As soon as we receive the requested information we will be happy to look into this further for you and issue a full refund of the membership fees as a courtesy.

  Thank you 

  Customer Answer

  Date: 08/22/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I DO NOT have a card of which I even signed up to give them.  I am so upset that at 82 years of age I can't just get this cancelled with no trouble.  I understand that $13 a month is not much to them, but it really is to me.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 08/31/2022

  Hello, 

  We reached out directly to attempt to locate the account on 8/9/22. Unfortunately we have not received a response in order to look into this further. Please respond to the email sent on 8/9/22 and our team will be happy to look into this further so we can issue a refund of the membership fees.

  Thank you 

  Customer Answer

  Date: 08/31/2022

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

   

  We have no information to give them because we did not sign up for this.  I am so upset that it is taken this long. 
  I live on a fixed income and this does hurt me.