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Clarus Direct LLC
BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company has been charging my account $19 every month since 6/14/2023. Apparently my wife ******* ******** claimed a $10 coupon at ****** back in 2023, but little did she know that it came with a catch of a free offer from this company FREESHIPPING**** which if you dont cancel within 30 days, will charge you $19 every month. After I just called them now, they refunded me 4 transactions and canceled the account. But I will need the entire amount to be refunded as I consider this to be fraudulent and misleading simple minded customers and robbing them blind.

      Business Response

      Date: 12/05/2024

      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.   
      Our records show that on December
      1st, 2019, after making an online purchase at *********, 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 a 30-day free trial. 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 12/04/24 and has since been fully refunded for $876.00. The
      remaining credit will post in 2-5 business days back to the card ending in ****.

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

      Customer Answer

      Date: 12/06/2024



      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:11/18/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 15, 2024, I contacted **** at ###-###-#### to dispute a charge of $19.00 from Freeshipping**** ###-###-####. Upon a further investigation, I saw another charge of $2.00 making a total of $21.00.
      I explained to the lady that I had never done business with that company and had no idea where the charge came from. She said that this appeared to fall into the “fraud” category (my words for her explanation) and that if so they, Visa, would need to cancel my existing card and issue a replacement. She suggested that I contact the company and ask them to reverse the charge.
      Immediately after hanging up I called the number above and spoke to a freeshipping**** representative. She stated that she could not find an account in my name and stated that she would “escalate” my complaint.
      Today, November 16, 2024, I received an email from their customer service department, see below, requesting additional information. I responded to their request with the information requested.
      On November 17, 2024 I received an email from the same person asking for the same information. I responded as requested

      Business Response

      Date: 11/18/2024

      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 on November 6th, 2024; after making an
      online purchase, ******** ******** was presented with an ad banner promoting
      our FreeShipping**** program. *** ******** 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 *** ******** 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 Mr. *** ********’s
      account. The total refund will be $21.00 and should post back within 2-5
      business days.
      Again, we regret any inconvenience this may have caused *** ********.

      Customer Answer

      Date: 11/18/2024



      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:11/18/2024

      Type:Billing Issues
      Status:
      Answered
      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 debited $19 a month for at least 10 mo. for something I never signed up for. I have called freeshipping**** 5 times and they tell me there is no record of me in their system. They were going to email me after further investigation. That never happened. This company is a scam! How can they charge me when I'm not in their system. I would like a refund which I think I'm entitled to. My bank statement also shows the name liveplaygo. I've reached out to that bogus company and get the same response. I read the reviews,there are alot of the same complaints. They are up to no good.They have debited my bank account for at least 10 months .This is a scam if I've never agreed to purchase anything and they can't even find me in their system.

      Business Response

      Date: 11/26/2024

      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.   
      Ms. *********’s membership was canceled on 11/19/24 and has
      since been fully refunded for $135.00. She will not be billed for any future
      membership fees.

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

    • Initial Complaint

      Date:11/11/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      They hid their information with another and charge you monthly for a service I didn’t agree to use or pay to use it

      Business Response

      Date: 12/10/2024

      I write in regard to the above referenced
      complaint submitted to your office by *** *******.
      We regret any confusion or inconvenience she
      experienced when doing business with our company and trust that this letter
      will address her concerns.   
      Our records show that on September
      20th, 2024; after making an online purchase, *** ******* was presented with an
      ad banner promoting our FreeShipping**** program. *** ******* 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 *** ******* 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. 

      *** *******’s membership was canceled
      effective 11/17/24. We have issued a full refund of $21.00 back to the
      card she provided during the registration process. This credit will post in 2-5
      business days.

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

    • Initial Complaint

      Date:10/22/2024

      Type:Billing Issues
      Status:
      Resolved
      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 ordered my mom flowers for Mother's Day and as it turns out Freeshipping**** snuck in a monthly subscription for $19/ month and it wasn't until I didn't use my credit card for several weeks did I notice there was a strange charge for $19. Turns out this goes all the way back to 5/11/2023! This company is a scam and I had no idea they would be putting me into a monthly subscription. They are extremely misleading and this should be illegal. Nothing about this company is transparent and I will do everything in my power to get my money refunded for what they did and are doing to other people. I order flowers once for my mom and then they charge me every month for $19 until I didn't use my card and caught them. SCAM!

      Business Response

      Date: 10/23/2024

      I write in regard 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 on May 12th, 2023, after making an
      online purchase on ******************, *** ******** was presented with an ad
      banner promoting our FreeShipping**** program. *** ******** clicked on the
      banner and arrived on our order registration page, which provided full details
      about our money saving membership program and how he can try the program at no
      cost for 7 days.  The terms on that page,
      titled “Offer Details,” explained that if he did not cancel his subscription by
      the end of the trial, his subscription would automatically continue, and the
      monthly subscription fee would be charged to the credit card account that he
      provided. 
      Our records show that he completed the registration process
      by providing his full contact and account information and checking a box that
      states “I agree to the Offer Details and the Terms of Use & Service” just
      below the offer terms. Shortly thereafter we sent *** ******** 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. 
      As a courtesy, I have issued a full refund back to *** ********’s
      account.  The total refund will be $342.00
      and the remaining credit will post in 2-5 business days.
      Again, we regret any inconvenience this may have caused *** ********.

      Customer Answer

      Date: 10/23/2024



      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:09/25/2024

      Type:Product Issues
      Status:
      Answered
      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 purchased concert tickets through FreeShipping****(FS) which acted as a broker to ************. In return,I would get 10% cashback. My total purchase was $2782. Initially, my cashback didnt appear and I lodged a case with FS. They said to look into it and will take approximately 8 weeks. After several emails of following up with them, they said, they cant issue cashback but ************ didnt see transaction. They hold the right to null/void any transaction. This doesn't make any sense at all. I need to be paid what I owe.

      Business Response

      Date: 10/03/2024

      I write in regard 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 after a review of the FreeShipping****
      membership, *** ****’s membership has been reinstated and his reported cash
      back claims have been approved.
      We have not received any cash back data for the mentioned
      purchase of 2782.00. The following can be found under the Terms of Service on
      Freeshipping****:
      FreeShipping**** obtains all of your cash-back purchase data
      via our participating retailer network. We determine, at our sole discretion,
      whether or not a purchase made through a FreeShipping**** participating
      retailer qualifies for Cash Back. We reserve the right to deem a purchase
      ineligible for Cash Back if a participating retailer fails to report a
      transaction to FreeShipping**** or if it withholds payment to us for any
      reason.
      Again, we regret any inconvenience this may have caused *** ****.

      Customer Answer

      Date: 10/04/2024



      Complaint: ********



      I am rejecting this response because:

      I have made several purchases through FS****. If business fails to report on a high ticket order, I cant be penalized for it. It is very convenient to say that other party failed to report back. FS**** must compensate.


      Sincerely,



      ***** ****

    • Initial Complaint

      Date:09/19/2024

      Type:Product Issues
      Status:
      Answered
      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 ordered flowers on a website to send to my grandmother in the hospital. I was told I would get a rebate and to just send proof of purchase to Freeshipping**** so I did and I received a rebate in the mail. But now I'm seeing charges for a subscription on my ****** that I never agreed to!

      Business Response

      Date: 09/27/2024

      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 on July 31st, 2024, after making an
      online purchase on ******************, *** ****** was presented with an ad
      banner promoting our FreeShipping**** program. *** ****** 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
      at the trial fee of $2.00. 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 *** ****** 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. 
      As a courtesy, I have issued a full refund back to *** ******’s
      account.  The total refund will be $40.00
      and should post back within 2-5 business days.
      Again, we regret any inconvenience this may have caused *** ******.

    • Initial Complaint

      Date:09/10/2024

      Type:Billing Issues
      Status:
      Answered
      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 made a purchase on 12/29/23 from ********. To get free shipping you had to spend over a certain amount, which I did. Not knowing I would be stuck paying $19. A month for 9 months, until I finally caught what $19 was on my credit card. Freeshipping has been billing my credit card for $19.00 a month for 9 months!

      Business Response

      Date: 09/11/2024

      I write in regards to the above referenced complaint submitted to
      your office by *** *******. 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
      29th, 2023; after making an online purchase, *** ******* was
      presented with an ad banner promoting our FreeShipping**** program. *** *******
      clicked on the banner and arrived on our order registration page, which
      provided full details about our money saving membership program and how she can
      try the program for 7 days at no cost. The terms on that page, titled “Offer
      Details,” explained that if she did not cancel her subscription by the end of
      the trial, her subscription would automatically continue and the monthly
      subscription fee would be charged to the credit card account that she
      provided. 

      Our records show that she
      completed the registration process by providing her full contact and account
      information and checking a box that states “I agree to the Offer Details and the
      Terms of Use & Service” just below
      the offer terms. Shortly thereafter we sent *** ******* 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. 

      *** *******’s membership
      has been canceled and fully refunded for the membership fees. The full refund
      of $171.00 will post back to the card on file in 2-5 business days.

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

    Clarus Direct LLC is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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