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

  
• 

  Clarus Commerce, LLC

  PO Box 290728 Middletown, CT 06457

  
• 

  Clarus Commerce, LLC

  PO Box 447 Herndon, VA 20172

• 

  FreeShipping.com

  Dupont, WA 98327

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. 

• Initial Complaint

  Date:07/05/2022

  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.

  This company charged my credit card each month from April 2022 until July 2022. I ordered from an online company and didn’t realize that order enrolled me into a rewards program by Clarus. I never noticed the charges because I didn’t know I enrolled into this program. When I contacted the company to cancel the phone number given to me was not for customer service it was to enroll in another program. That person kept trying to sell me their products. Finally after calling 7 times the person on the line gave me another number to call. The new number was an automated system that tried to sell me more products and I never reached a person to speak with and cancel. The number kept hanging up on me before I could talk to a person. I had to cancel my credit card to stop the charges from this company.

  Business Response

  Date: 07/06/2022

  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 April 22nd, 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 for 30 days for $1.99.  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 was canceled on 7/5/22 after we received a dispute from her bank. We have issued a full refund of the membership fees totaling $46.84. This credit will post in 2-5 business days.
  
  Again, we regret any inconvenience this may have caused Ms. ********.

• Initial Complaint

  Date:07/05/2022

  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.

  Hi - As part of my subscription to the Freeshipping.com service, I am entitled to 10% cash back when I make a purchase through a link on the freeshipping.com website. On 3/21, I made a $777.16 purchase to ******** ***** (Order# ********) through a direct link from freeshipping.com. Despite having an order confirmation as proof of transaction, and multiple outreach through different customer service channels, FreeShipping.com has continued to refuse to issue credit in the amount of $73.19 (10% and net of return) without providing a reason for the refusal. Every contact I have with Freeshipping.com, the agent asked me to submit another request. Contact History to try to resolve issue (at least 5 outreaches): - 4/17 - Original inquiry submitted on 4/17 - Was told it will take 8 wks to see credit - Between 4/17 to 6/27 - 2 additional chat sessions - 6/27 Spoke with Agent on 6/27, 7:24pm - will call back within 24 and 48hrs. No call received - 7/1 - Spoke with agent on 7/1, 8:18pm - agent submitted another online form asked to wait for response This is fraud. Please issue cash back ($73.19) immediately. Thanks David P.S. The order confirmation attached shows order amount of $777.61. I have since returned one of the merchandise, as such, the disputed amount here is $731.19.

  Business Response

  Date: 07/05/2022

  I write in regard 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.   

  
  Mr. ***** submitted a missing cash back inquiry on 4/17/22 regarding the cash back for his ******** ***** purchase. Since the cash back did not report automatically, we reached out directly to the merchant to determine why the cash back didn’t report. Since the retailer was not able to determine a reason on why the purchase did not report, we have added the cash back to Mr. *****’s savings center. This will be included in the next monthly savings payout.

  
  Again, we regret any inconvenience this may have caused Mr. *****.

• Initial Complaint

  Date:06/14/2022

  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 recently noticed a charge on my credit card for $2 on 12/21/2020 and $13 each month starting 12/21/2020 thru 05/22/2022 (18 months) from FREESHIPPING.COM ###-###-#### CT for a total of $234 + $2. I did not know what this charge was for, nor have I used their service. I contacted the company on 06/13/2022 to ask for a refund. The account was cancelled effective immediately, but they initially said that they could only refund 4 months. They then received permission to refund another 2 months. I repeatedly asked for a refund of the entire 18 months ($234 + $2); they refused. At this time I have not received any refund. I am filing the complaint to request a refund of the entire payment of $236, as I never used their service and I was signed up for a service that I did not want in a deceptive manner.

  Business Response

  Date: 06/14/2022

  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 December 21st, 2020, 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 for $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. 
  
  Ms. ****** contacted us on 6/13/2022 to cancel her account. The account was canceled the same day and the membership has now been fully refunded for $236.00. This remaining credit will post back to the card on file in 2-5 business days.
  
  Again, we regret any inconvenience this may have caused Ms. ******.