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:03/12/2024

  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 am not a member of FreeShipping****. However, somehow FreeShipping charged my checking account and debited my account on 1/5/24 for $2.00, on 1/11/24 for $19.00, on 3/3/24 for $19.00 and again on 3/11/24 for $19.00. The total for these charges comes to $57.00. I tried calling their ###-###-#### number 3 times without an answer, I called their ###-###-#### number which didn’t even ring as the call was dropped and I also emailed their customer service without any response from them. I am unable to get ahold of anyone from that company and since I am not a member of their services, I want my money refunded into my checking debit account.

  Business Response

  Date: 03/26/2024

  I write in regard 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 January
  4th, 2024, after making an online purchase, Ms. ****** was presented with an ad banner promoting our FreeShipping**** 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 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. 
  
  Ms. ******’s membership was canceled on 3/12/24 and has since
  been fully refunded for $59.00. The remaining credit will post in 2-5 business
  days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

• Initial Complaint

  Date:03/06/2024

  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.

  Apparently it started in July 2023. If found this out from the credit card company. This is a store card and I only use it at ********** which makes these charges even stranger. Freeship**** says I signed up for a trial membership which I didn't voluntarily do. I investigated the company on the internet and there was a complaint from another person who bought something on **** and it opened to this Freeship**** which they exited from without agreeing to anything but then they started being charged $13.00 a month for something they didn't know about or use. Apparently all their information was transferred from **** to pay for this bogus membership. I also use **** and might have purchased something. I didn't know about the membership and because I was unaware of the signup or billing, I never used it. I'm being charged $19.00 a month. The credit card company is disputing the charge but I thought I should report the scam to you as it is mostly likely happening to other people

  Business Response

  Date: 03/07/2024

  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 6,
  2023, after making an online purchase, Ms. ***** was presented with an ad
  banner promoting our FreeShipping**** 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. *****’s membership was
  canceled at her request on 3/6/24 and was fully refunded for $154.00. The full credit
  will post within 2-5 business days.
  Again, we regret any
  inconvenience this may have caused Ms. *****.

• Initial Complaint

  Date:02/29/2024

  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 had no idea I had a membership since 2020 and was getting charged for a service I never used. Not only was I not aware of the membership they also never emailed me about renewing a yearly subscription or even to tell me about the services that they provide and there was zero communication. Apparently, I signed up for a trial with a *** **** *** ****** purchase and never cancelled my subscription that I was not aware I had. The only reason I know this information is. because the agent told me it. When I called yesterday to cancel the customer service agent would only refund 4 months, I should be refunded for the 4 years. I have been getting charged $16 a month for a service I never even used or was made aware of it.

  Business Response

  Date: 03/06/2024

  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 October
  8th, 2020, after making an online purchase on ********************,
  Ms. ****** was presented with an ad banner promoting our ShopSmarter.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 $1.97. 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 2/28/2024
  to cancel her account and we did issue a full refund of $468.95 back to her at
  that time. This should have posted to her account within 2-5 business days.
  Again, we regret any
  inconvenience this may have caused Ms. ******.

• Initial Complaint

  Date:02/29/2024

  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 February 28, 2024, I became aware that freeshipping**** had been billing my bank account $19/month for 13 months. I never recall signing up. I have no emails from them thanking me for my new or old subscription. I never utilized their service. I never intended to ever utilize their service. I have no need of their service. I spoke to them. They will refund up to $76. I believe they owe me $247 in total. They refuse to repay more than $76 of the funds they siphoned from my bank account. In conversation with their representative, LoriSue and her supervisor, Deja, they agreed that they had removed $19/month for 13 months. I would like all of that money returned. They claim that I checked a box for freeshipping****, recieved a 7-day free trial and then did not cancel it by the end of the free trial. And so, they commenced to removing $19/month for the past 13 months. Now that I caught them, they need to stop removing funds and return all they have wrongfully taken. I have never used their services a single time. I do not need their services and would never knowingly sign up for their services.

  Business Response

  Date: 03/06/2024

  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
  February 21st, 2023, after making an online purchase online, Ms. ****** was
  presented with an ad banner promoting our FreeShipping**** 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. ******’s membership
  was canceled effective 2/28/24 at her request. We have issued a full refund for
  the remaining membership fees for a total refund of $219.00. This remaining credit
  will post in 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

• Initial Complaint

  Date:02/26/2024

  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 is the most fraudulent company of all time. They told me they were closing my account two years ago because only one household can have an account. I find out today that they’ve been charging me for the past two years. I checked my account randomly today and they not only never closed it, they are still charging! This is a service that, according to their own records, I have not used since October 2022! So, apparently, I’m getting charged twice by them, one for the account my sister has and one for one that should’ve been deleted. Oh, but I was told only one account per household. Apparently you don’t have a problem taking money twice from one household. If y’all don’t fix this, I’m disputing everything on both accounts. Outrageous.

  Business Response

  Date: 02/26/2024

  I write in regard 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 October
  18th, 2022, ****** **** joined Freeshipping**** again. Our records show 3
  previous memberships in the last 3 years prior. Their previous memberships were
  closed due to signing up multiple accounts. Per our Terms of Use there is a
  limit of one membership allowed per household.
  This membership has been
  canceled and fully refunded for $263.00. This credit will post in 2-5 business
  days.
  Again, we regret any
  inconvenience this may have caused ****** ****.

• Initial Complaint

  Date:02/20/2024

  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.

  This company cancelled my membership without paying me the hundreds of dollars I am owed in cash back so I would like a refund for the 5 membership charges I have paid to them for total of $100 this is a terrible scam company that steals your money when I could have gotten cash back elsewhere and they waste your time I will never get back

  Business Response

  Date: 03/01/2024

  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 indicate that on September 3rd, 2023. Ms. ***** joined
  our FreeShipping**** membership program (“Program”) that offers cash back on
  eligible purchases as well as other member benefits.
  Upon signing up for the Program, Ms. ***** had to agree to the
  Program Terms of Service (*********************************************). Ms. *****’s
  claims for purchases on 12/8/23 and after were denied and Ms. *****’s membership
  was closed due to multiple purchase reporting as returned. The Terms of Service
  state: By joining FreeShipping**** and accessing your benefits, you give
  FreeShiping**** permission to review your account with participating stores
  whenever we suspect fraudulent or inappropriate activity.
  After a review of the membership, we are unable to reinstate this
  membership due to violation of our Terms of Service.
  The last five membership fees of $20.00 were refunded, totaling
  $100.00 back to the card on file.
  Again, we regret any inconvenience this may have caused Ms. *****.

• Initial Complaint

  Date:02/05/2024

  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 in the middle of a transaction with the company, **** * ***, when FreeShipping pops up on the screen. The next thing I know is that they took out two amounts of $19.00 and another amount of $2.00. I have NO IDEA of what the company does and nor do I need or want their product. I have written to them unsuccessfully. It is not about the money as it is abut the fact that I hate scammers and want it to stop. I believe they were able to use my information through the transaction I had with **** * ***. IT IS SO WRONG! I want them shut down. If you go to their website and click onto "Reviews", it is an empty page. SCAMMERS!

  Business Response

  Date: 02/08/2024

  I write in
  regard 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 February 3rd,
  2024,
  after making an online purchase on ************
  Ms. *************
  was presented with an ad banner promoting our FreeShipping**** 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. *************’s
  membership was canceled at her request on 2/3/24 and refunded for the $2.00
  trial fee on the same day. The membership has been fully refunded and no further
  membership fees will be billed under this membership. 
  
  Again, we regret
  any inconvenience this may have caused Ms. *************. 
  

• Initial Complaint

  Date:02/01/2024

  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 been paying for several months a subscription to freeshipping****
  I have never signed up for that and I do not have any email from them telling me about the subscription or the benefits.
  I just had a suscription without being aware of it.

  Business Response

  Date: 02/08/2024

  I write in
  regard 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 21st, 2021,
  after making an online purchase on ***********,
  Ms. *******
  was presented with an ad banner promoting our FreeShipping**** 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. *******’s
  membership has been canceled and fully refunded for a total of $$467.00. The remaining credit will post in 2-5 business days. 
  
  Again, we regret
  any inconvenience this may have caused Ms. *******. 

  Customer Answer

  Date: 02/09/2024

  
  
  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:01/25/2024

  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 is a scam. I noticed on my ****** a suspicious automatic withdrawal. When I went to check this out, I saw that this company started taking first small amounts, then progressively bigger amounts monthly from my account, adding up to $200 within an entire year for some sort of subscription. I never signed up for this!! After doing research, I discovered that many people have been scammed by them. When you make a purchase on a shopping website, a pop-up comes up that makes you think that it is associated with your purchase, for a free shipping. That's how they get hold of your ****** and scam you into this "subscription". I contacted them and they gave me the runaround, claiming that they can't find my account. Then I got a cancelation to an old email. If they couldn't find my account, then how did they cancel and sent me an email? They are just doing this to avoid giving me back the money they stole from me. I have ****** screen shots to prove all this.

  Business Response

  Date: 01/25/2024

  I write in
  regard to the above referenced complaint submitted to your office by Ms. ******.
  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 February 20th, 2023, after making an online purchase, Ms. ****** was
  presented with an ad banner promoting our FreeShipping**** 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 the trial fee of $2.00 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.
  
  As a courtesy,
  I have issued a full refund back to Ms. ******’s account. The total refund will
  be $200.00 and the remaining credit should post back to her ****** account
  within 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

  Business Response

  Date: 01/25/2024

  I write in
  regard to the above referenced complaint submitted to your office by Ms. ******.
  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 February 20th, 2023, after making an online purchase, Ms. ****** was
  presented with an ad banner promoting our FreeShipping**** 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 the trial fee of $2.00 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.
  
  As a courtesy,
  I have issued a full refund back to Ms. ******’s account. The total refund will
  be $200.00 and the remaining credit should post back to her ****** account
  within 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

  Customer Answer

  Date: 01/26/2024

  I never subscribed to your service. I would have never willingly subscribed to a service I would never have the use for. Your company is tricking people into this bogus subscription by shady practice! 

  However, you did send a refund of the money you took out of my ****** after giving me the runaround and lying about not being able to locate my account and asking me for personal information which I wasn't about to give you. (looks like you've managed to locate it just fine after I threatened with a lawyer!). 

  So as far as I'm concerned, this case is now closed, as I got my refund. But consumer beware of this company when shopping online, and check your ****** and credit cards carefully!

  Customer Answer

  Date: 01/26/2024

  I never subscribed to your service. I would have never willingly subscribed to a service I would never have the use for. Your company is tricking people into this bogus subscription by shady practice! 

  However, you did send a refund of the money you took out of my ****** after giving me the runaround and lying about not being able to locate my account and asking me for personal information which I wasn't about to give you. (looks like you've managed to locate it just fine after I threatened with a lawyer!). 

  So as far as I'm concerned, this case is now closed, as I got my refund. But consumer beware of this company when shopping online, and check your ****** and credit cards carefully!

  Business Response

  Date: 02/01/2024

  Your membership has been canceled and fully refunded. Sorry for the confusion, please allow me to clarify further. First, we never bill an account without authorization. When you signed up, the terms of the offer were displayed, and you are required to accept them in order for registration to be complete and your membership active.
  
  These terms are displayed in the enrollment process on the second page of the form, they are displayed on the new member welcome page, and send a third time in the welcome email. We also ask a security question and you must provide a password along with all other billing info to ensure that you are aware of the program you are registering for.
  
  Again, we do apologize for any inconvenience.

  Business Response

  Date: 02/01/2024

  Your membership has been canceled and fully refunded. Sorry for the confusion, please allow me to clarify further. First, we never bill an account without authorization. When you signed up, the terms of the offer were displayed, and you are required to accept them in order for registration to be complete and your membership active.
  
  These terms are displayed in the enrollment process on the second page of the form, they are displayed on the new member welcome page, and send a third time in the welcome email. We also ask a security question and you must provide a password along with all other billing info to ensure that you are aware of the program you are registering for.
  
  Again, we do apologize for any inconvenience.

• Initial Complaint

  Date:01/23/2024

  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 twice from free shipping.*** when I asked them to rectify the situation they were rude and told me I had to wait 72 hrs while on the phone with them and even calling cooperate I was hung up on by Bruce and I offered to show proof of the double payment taken out of my account and they didn’t want me to show proof in fact I was talked to very poorly and treated like I was lying by Jennifer B**** in fact said I don’t know what you are looking for very rudely

  Business Response

  Date: 02/01/2024

  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 January 3rd, 2024, after making an
  online purchase on Petco.com,
  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 1/10/2024 to cancel her account. We have issued a full
  refund of the $2.00 trial fee and the $19.00 membership fee. This remaining
  credit will post in 2-5 business days.
  
  Again, we regret
  any inconvenience this may have caused Ms. ******.