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:03/09/2023

  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 $13 a month on my ******** credit card for the pass three years. I request a refund and was told I can only receive $65 back. I request to talk with a supervisor and no has contacted me yet.

  Business Response

  Date: 03/15/2023

  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
  7th, 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. ******’s membership
  has been canceled and a full refund of $418.00 has been issued back to the card
  on file. This remaining credit will post in 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

• Initial Complaint

  Date:03/09/2023

  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.

  In November of 2022 I shopped at **** ***. While on the website I saw a discount tab and clicked on it. Apparently, the discount was thru *************** and without my knowledge I started being charged $12.97 a month for a service I never subscribed to and never used. At no time did I receive a payment due notice or any email communication from this company. I never created an account , set up a password, or set up autopay, and yet these scammers continued to charge me for four months before I caught the ruse. I contacted shopsmarter and rec’d a refund, but their methods are obviously scamming many others others by way of fraudulent charges. They must notify customers that they are being charged a monthly fee before surreptitiously taking the money from one’s account. I’m sure there are thousands of others who are unknowingly being charged by this disreputable company.

  Business Response

  Date: 03/15/2023

  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 November 26th, 2022, after making
  an online purchase on ***********, Mr. ***** was presented with an ad banner
  promoting our FreeShipping**** 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 for 7 days for
  the trial fee of $1.97. 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. 
  Mr. *****’s membership was canceled and fully refunded for $53.85
  at his request on 3/8/23.
  Again, we regret any inconvenience this may have caused Mr. *****.

  Customer Answer

  Date: 03/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Complete ********. These folks are scammers.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:02/24/2023

  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.

  I used their service for purchasing air tickets and I should have got 10% of cashback. I did get confirmation email about the 10% cashback but when actual payout came in picture I didn’t receive and they denied and didn’t get my cashback.

  Business Response

  Date: 03/13/2023

  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 Mr. *** has submitted two missing cash
  back inquiries when cash back did not automatically report for his purchases.
  We submitted an inquiry with the retailers to determine why the cash back did
  not automatically report upon receiving Mr. ***’s inquiries. Please note that
  there are a variety of reasons why a participating retailer may not report a
  purchase to us, these restrictions are outlined on the Freeshipping**** site
  under Terms of Service.
  We have not yet heard back from the retailer’s regarding the
  mentioned orders. We have added the 10% cash back for these two orders to Mr.
  ***’s savings center and it will be included in his next monthly savings payout
  on 3/15/23.
  Again, we regret any inconvenience this may have caused Mr. ***.

• Initial Complaint

  Date:02/21/2023

  Type:Order 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 tried to cancel ***** ****** Member's Reward program that is administered by Clarus Commerce. I asked them to cancel and close account. They gave me a phone number to call and said was managed by another company. Their 24 hour 7 day a week line disconnects. Did it to me 4 times. Write in the chat again to get address where I can cancel. They send me online link where I could cancel with ***** ******. Why didn't they do that in the first place.? I tried that and it did not accept the same password I used to get on the chat to ask how to cancel. I check my stored passwords and it is correct so try again. No luck. Request a reset password and no email. One more time same. No email to reset yet. Not resolved yet.

  Business Response

  Date: 02/22/2023

  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 the
  ***** ****** Member Rewards membership was canceled effective 2/18/2023 at Ms.
  *******’s request. No further membership fees will be billed under this membership.
  
  Again, we
  regret any inconvenience this may have caused Ms. *******.

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent an erroneous 1099. I've tried emailing and calling with zero success. You sent me a 1099 for 2022 when I did not receive any reward from you all. I did receive a reward in 2021 and was sent an appropriate 1099. However, you all resent the same 1099 for the same amount in 2022. I want a corrected 1099 that shows zero other income.

  Customer Answer

  Date: 02/15/2023

  ***** ***** * ************************
  ***** ********** ******** *** **** ***** **
  *** **** *****************
  ******** **** ***** **** ***** ******** **** **********
  
   

  I need to cancel this complaint.  They responded and sent me a corrected 1099.

• Initial Complaint

  Date:02/08/2023

  Type:Order 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 opened my account with freeshipping**** and paid the monthly fee. I began accumulating cash back immediately, and everything seemed just fine. The problem started when I should have received my first cashback/rebate check. The company closed my account without notifying me. The first time, they told me I canceled the account myself, which was not the case. They also refunded the payment I made without consulting me beforehand. When my account was shut down, I had $486.59 pending cash back earned through 30+ transactions at multiple partner retailers. I contacted the support team to find out the issue. Finally, when I heard back from the team, I was told my account might be a commercial account and that I needed to supply proper documentation. I did this, and then the team said to me that a small handful of my purchases (less than 10%) were made using a gift card as a partial payment. Because of this, they said they would deny those claims only. I asked for access to my account, and they cited the refund of the original payment canceling my account, and said they would deny ALL of my claims. They refunded my $20 fee to keep $486.59 of my cashback earnings. These are pretty scumful, unethical, and horrid business practices. I wonder if anyone receives the payments if they are a profit loser for the parent company. I will also be filing this with respective review forums (*********** *********** ****).

  Business Response

  Date: 02/16/2023

  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.   
  After a review of Mr. *****’s membership, his usage was
  determined to be ineligible per the Terms of Service on FreeShipping****. The
  following can be found under the Terms of Service:
  We reserve the right to deny cash back, rescind cash back
  and/or ban any member whom we believe, in our sole discretion, is abusing or
  has abused the FreeShipping**** program. This includes (but is not limited to)
  returning items or cancelling orders after cash back has already been granted
  or creating more than one account per household.
  Abuse or fraud related to the collection of cash back, or
  misrepresentation of information provided to FreeShipping****, may result in
  the termination of your account and forfeiture of cash back. If we, for any
  reason, suspect fraudulent activity on your account or violation of these Terms
  or any law, we reserve the right to delay, decline, or withhold payment of cash
  back. Any suspected or actual cases of fraudulent activity will be escalated
  and reviewed in accordance with our fraud process. All decisions made by
  FreeShipping**** are final.
  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.
  This membership has been fully refunded for the $20.00
  membership fee.
  Again, we regret any inconvenience this may have caused Mr. *****.

  Customer Answer

  Date: 02/17/2023

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

  
  
  I did not violate the terms and conditions. I had nearly $500 in pending cashback claims, and you all decided to refund the $20 "fee" and keep the pending cashback that was credited to my account. Because I earned this cashback legitimately, FreeShipping**** could not possibly profit from one $20 fee to pay me $500, and therefore closed my account. This is a generic legal counsel response on behalf of the company, but they have still yet to talk to me in person regarding the validity of my claims. The company ultimately decided that there was no leverage the customer had, and when the customer became a profit loss for the corporation, they canceled the account. Please, view the reports from ************** and **************; many reports of the same or nearly identical circumstances of not being paid out claims. I would demand the company compile a complete list of my cashback claims, prove the invalid and valid claims, and payout based on the findings of the valid cashback. Without speaking directly with management, I am concerned that this is a more significant problem than myself and that this company operates similarly to a fraud/scam/unethical operation. Out of the nearly ten cashback sites I regularly use online, this is the only site I have ever had issues with. To make matters worse, this company tries to charge for the lack of service they provide. 
  
  Response requested: Pay cashback claims as agreed upon; prove invalid claims.
  
  

  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 02/28/2023

  Hello,

  We have approved the requested claims as a courtesy. They will be paid via check during the next savings payout on 3/15/23.  

  Thank you 

• Initial Complaint

  Date:01/30/2023

  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 am a longtime member- 12yrs+ of Free Shipping***** In Jan. of 2020, I unknowingly started sending requests for reimbursement for shipping incorrectly. At that time I was out of state and during covid, completely living a different life. Early in 2021, I made a call to FS about my missing checks for reimbursement. I was told me they were behind. I would see them by year end. At no time did they check to see if the process was actually intact. I had no reason to doubt them so I waited. In the beginning of 2022, when no huge check arrived, I started calling again. I was told my next check date was months forward. No check came. I call again and again. Same answer. Still no one escalated the issue or really investigated. My calls became insistent and demanding. Finally in Dec of 2022 I called and said "Something is wrong. Where is my money!!!!" The rep. actually looked back in my history and said a supervisor would contact me. While waiting for that call, I figured out what happened. All email contact with FreeShipping**** shows as FreeShipping**** on the header. A subheading defines the department but you can't see it. So I clicked on FreeShipping as I always had and my receipt went to do not reply address. I had to manually go into ***** and delete all but "******** ****************" for it again to work correctly. When the supervisor called she still had no idea that documentation was missing. How does a company not know that they have hundreds of submissions and not one proof of purchase, especially since they received a dozen phone complaints? I explained to her what happened. Her response "Out of courtesy we will reimburse for the last quarter and we don't even have to do that." I have 60 days normally to submit info so she gave me two extra months." $800 of reimbursement is missing and I have been calling for 2 years. Clearly there is a serious disconnect and lack of training at FS. This was not all my fault and their resolution is not acceptable!

  Business Response

  Date: 02/07/2023

  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.   
  Per our Terms of Service
  on FreeShipping****, Shipping Claims must be made (and documentation received)
  within 30 days of the date of purchase. We have approved the claims Ms. ****
  submitted in the last 60 days as a courtesy and they will be included in the
  February savings payout.
  
  Thank you

  Customer Answer

  Date: 02/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: For all the reasons I mentioned in the original complaint. Did no one even read it? Free Shipping already approved 4 months of claims. I feel that is not nearly enough of an effort on their behalf since I've been complaining of the problem since the first quarter of 2021. Many different employees assured me over and over again there was nothing wrong and the money would e coming with the next pay out. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 02/23/2023

  Hello,

  We have approved the requested claims from January 2020 as a courtesy. These claims will be paid via check during the next monthly savings payout on 3/15/23. In the future, please be advised proof of your purchase is required for processing within 30 days of your submitted date for shipping rebates.

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

  Customer Answer

  Date: 02/23/2023

  
  
  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. Free Shipping. com has restored my faith completely. Kudos to their customer service. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:01/26/2023

  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.

  Freeshipping**** makes fake advertisements on shopping website that they can provide shipping fee rebate and cashback if use it to make purchase. It shows it provide 10% cashback on *******, if I click on the link to start my purchase from freeshipping****.
  
  I used it very often in the first month after charging the $13 membership fee and I liked it because of the 10% cashback. I also used freeshipping**** a lot when shop at ******* because I got employee discount from *** (*** is my employer's parental company so I get employee discount shopping on ***). I have more than $100 rebates that was in process when I noticed my account cannot be logged in anymore. I contacted freeshipping**** and they told me they closed it without notifying me. I asked what would you do with my in process rebates, they said they think it is for business so they closed my account.
  This is a ridiculous because I don't run any business. What I did is just shopping on my employer's website. I am a analyst and ******* is one of the largest shopping portal in the ****** ******. I don't run *** but why would reshipping**** close my account and said they closed it because it was for a business? They are just making fake advertisements to play around customers.

  Business Response

  Date: 02/01/2023

  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.   
  Our records show that ******* **** membership was closed due
  to a previous membership under the same name and address. The following can be
  found under the Terms of Use on FreeShipping****; There is a limit of one
  membership and one introductory/premium offer per household. *****************************************
  Signing up for multiple accounts is a violation of these
  terms and unfortunately this account is not eligible. Members are required to
  agree to these terms in order to complete registration for FreeShipping****.
  This membership has been canceled and fully refunded. Again,
  we regret any inconvenience this may have caused ******* ***

  Customer Answer

  Date: 02/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not proactively go to your website to create a second profile nor apply for a second membership from freeshipping****. You advertise your website and benefits on ************* after I finished the check out process. Your banner impression just popped up after I submitted my order with ************* and advertising that if I join the membership, I can get $10 rebates. It is misleading the customers like me because I did not open the membership by purpose. You sent the ads to us and promoting us to apply for it. Also, fyi, I am a "she" not a "he". Don't discriminate people's gender by making assumption. 

  
  
  
  Sincerely,
  
  
  
  ******* **

  Business Response

  Date: 02/07/2023

  Hello,

  We do apologize for any confusion. Our records show multiple previous FreeShipping**** memberships under your name and address. The Terms of Use on FreeShipping**** includes the following: There is a limit of one membership and one introductory/premium offer per household.

  Signing up for multiple accounts is a violation of our Terms of Use, unfortunately this membership is not eligible.

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

  Thank you 

  Customer Answer

  Date: 02/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I am rejecting this response because: they keep changing the reasons regarding why they closed my account after I made several purchases using their website. They proactively pushed their ads to me and promoted me to signup and now they are saying i am not eligible for signing up. Then is is fake ads and misleading customers. When I called the customer service number, they told me a different story, they said my account was closed due to they thought this is a business account which is not true. 
  
  
  
  
  
  Sincerely,
  
  
  
  ******* **

  Business Response

  Date: 02/07/2023

  Hello,

  Due to multiple previous accounts unfortunately this membership is not eligible. Signing up for multiple accounts is a violation of the Terms of Use on FreeShipping****. Members are required to agree to these terms in order to complete registration.

  Again we do apologize for any confusion this may have caused. 

  Thank you 

• Initial Complaint

  Date:01/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently discovered that ****** had sent two (2) payments of $13 each to the company ****************, supposedly for a "membership" that I had signed up for. I NEVER EVER KNOWINGLY SIGNED UP FOR A MEMBERSHIP WITH THIS COMPANY!
  I was told that I could cancel the membership, so I did that; however, the company has refused to refund my $26 dollars or to even explain to me HOW/WHEN/WHY I supposedly signed up for the "services" --- whatever they are.
  I absolutely believe....along with MANY others complainants....that this is a scam company and that they are getting away with it, making MILLIONS in the process of the scam.

  Business Response

  Date: 01/12/2023

  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 December 2nd, 2022, after making an
  online purchase on ******************, Mr. ****** was presented with an ad
  banner promoting our **************** 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 for the
  trial fee of $2.00 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 effective 1/10/23. We have
  accepted the dispute for the two membership fees of $13.00 Mr. ****** bank initiated.
  We issued a refund for the $2.00 trial fee, all membership fees have been
  credited back to the card provided. The remaining credit may take 2-5 business
  days to post.
  Again, we regret any inconvenience this may have caused Mr. ******.

  Customer Answer

  Date: 01/12/2023

  
  
  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:01/03/2023

  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 purchased an item at *** **** * ****** which supposedly took me to ShopSmarter website to sign up for a rebate program. When I completed the purchase back in June of 2021, it wasn't clear in the registration e-mail that there would be a subsequent monthly subscription fee that will be charged without any notification (monthly or otherwise). After a year and a half later, I realize that there had been a monthly fee charged to the credit for 16months without any sort of notice to me via email or otherwise. I don't believe this is lawful per FDIC 6500 - Consumer Protection § 226.9 Subsequent disclosure requirements
  Therefore I would like a full refund of the charges made to my account - a total of $191.4
  

  Business Response

  Date: 01/03/2023

  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 June
  28th, 2021, after making an online purchase on ********************,
  Ms. ******** was presented with an ad banner promoting our ShopSmarter 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. ********’s membership
  has been canceled and fully refunded for $191.40. This remaining credit will post
  in 2-5 business days back to the card on file.
  
  Again, we
  regret any inconvenience this may have caused Ms. ********.