Complaints

This profile includes complaints for Rosetta Stone, Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rosetta Stone, Ltd

  1919 N Lynn St Fl 7 Corporate Hq Arlington, VA 22209-1742

• 

  Rosetta Stone

  135 W Market St Harrisonburg, VA 22801-3710

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:10/01/2022

  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.

  Date of transaction: Purchase date 09-JUN-2016 The amount of money that you paid the business: Total balance paid with tax is: $193.77 What the business committed to providing you: Our Lifetime Purchase option Spanish Latin America What the nature of the dispute is: I purchased a lifetime digital access Spanish learning tool. Now Rosetta Stone is telling me that it is no longer supported. This is unacceptable, I should be upgraded for free to the new digital version if they can not support the lifetime version that they sold me as lifetime access was how it was sold to me in the first place. Whether or not the business has tried to resolve the problem: They have not tried to resolve my issue even though I have reached out and pleaded my case. Account/order tracking number: Your Order number is: ********

  Business Response

  Date: 10/06/2022

  Complaint ID:  ********
  Filer:  *******************************

  Dear BBB,

  Customer ******************************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her desire to be upgraded for a free lifetime online subscription.
  To clarify, the customer purchased our installable software in a Download format on June 9, 2016 per the information provided by the customer. The Download product is a software that is installed on a computer, and it is independent from our online subscription product much like a sedan is not the same vehicle as a truck.

  
  We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the Download product is still operational - much like a car can continue to operate after the warranty expires.

  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered.  However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the Download software, the customer does not get the online subscription version for free later on as their needs change.  This is similar to how a truck buyer cannot get a sedan for free later on as their needs change. 

  The 3-month subscription offer is an extended trial of our online subscription product that is independent of their access to the products she owns.  We, at discretion, offer this extended trial to customers who have purchased our installable software in the past, so those customers can see the benefits of going online or mobile and utilize our latest features.  However, the customer is not obligated to accept the trial offer. We have also offered the customer a discount to upgrade to our lifetime Unlimited Languages subscription in which the customer did not accept.

  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  

  Thank you,
  The Rosetta Stone Support Dept.

• Initial Complaint

  Date:09/29/2022

  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.

  Rosetta’s Korean program has multiple issues. I’m stuck in the “milestones” section because I can’t get help from customer support (it doesn’t exist as far as I can tell). I want my money back if I can’t even proceed to the next lesson because it’s supposed to be a years subscription and I just bought it last month! I emailed them and they returned a sarcastic letter written in KOREAN!

  Business Response

  Date: 10/05/2022

  Complaint ID:  ********
  Filer:  *****************************
  
  Dear BBB,
  
  Customer  ***************************** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her desire to receive cancel her account and receive a refund for her purchase.
  
  The customer purchased a 12 month online subscription on July 17, 2022.  First contact attempt regarding this product is on September 29, 2022 where the customers emailed our support team demanding a refund for the online subscription using profanity all throughout the conversation. There were no contact history prior to September 29, 2022 for this purchase. The customer received an automatic system response in Korean when creating a case through the support portal as the customer selected Korean for the support language, however all correspondence with the customer are in English. The default language has been changed from Korean to English on Rosetta Stone end.
  
  Our agent was successful in canceling her renewals and informed her that a refund cannot be made as it is outside the 30-day window.
  
  We have canceled her account, but she has access until July 17, 2023 as the customer purchased a 12 month duration.  A refund is not possible as the customers first contact was well past the 30-day policy.
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.

• Initial Complaint

  Date:09/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  bBb : life time membership ( including downloads/updates/mobile access ) . Has been already paid . According to tech support my account has been limited due new technology . Meaning my license ( life time ) is not longer valid. While the business continues to sell life time licenses. Hello ****** , As I was explaining ,The software license I purchased ( curse ) had unlimited life time updates and mobile support. Alone the way if not mistaken ******* sponsored the curse at some point . **** *** wanted me to talk to you guys pertains to this before I Pay $200 additional. I Understand old vs new technology , what I dont underhand why sell life time memberships/updates and not honor them . Will kindly ask you to rectify and fix this issue so I can continue enjoying my software I purchased. ** *******************************

  Business Response

  Date: 09/23/2022

  Complaint ID:  ********
  Filer:  *******************************
  
  Dear BBB,
  
  Customer ******************************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding his desire to provision his account for online access.
  
  To clarify, the customer purchased our 3 year subscription on September 7, 2014 directly from the Rosetta Stone website. This purchase would have allowed the user access to our online platform for a 3 year duration. Since there were no auto renewals on the account, the customers access ended after the 3 year period. 
  
  As we do not have a record of another subscription purchase based on the information provided, we are not able to grant further access to the online platform.
  
  Additionally, we are not able to verify if the customer purchased either the CD-ROM or Digital Download Software as we have no purchase history. If the customer purchased this software, as previously mentioned by our Support team, the software version is no longer sold nor supported as of 2019. We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the Download product is still operational - much like a car can continue to operate after the warranty expires. 
  
  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered.  However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the Download software, the customer does not get the online subscription version for free later on as their needs change. 
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.

  Customer Answer

  Date: 09/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  the company sold unlimited use including email . Base on this all they offer now is 3 months. You don't advertise online access and revicke  
  

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair 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 the entire 5 disc (CDs) Rosetta Stone Latin American Spanish for $746.18. It was purchased at least 12 years ago. I don't have the exact date. My activation number is *******************************. Despite the high price, I decided to purchase the entire 5 disc set, so that I could use it for the remainder of my life. Based on a recent phone call to their technical support line, Rosetta Stone is not supporting the CD set, since it is no longer compatible with newer computer operating systems. Instead, they offered 3 months free access to their online version of the same program. After that, I would need to purchase access for an additional $179. So in effect, my old program is useless. This is a terrible business practice. You purchase something that is meant to be used over a long period of time (learning a language), and then the company essentially requires you to purchase it again to keep using the program that you already paid for.

  Business Response

  Date: 08/24/2022

  Complaint ID:  ********
  Filer:  *****************************
  
  Dear BBB,
  
  Customer ***************************** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding his desire to receive a replacement access.
  
  To clarify, the customer purchased our installable CD-ROM software on March 10, 2010. The CD-ROM product is a software that is installed on a computer, and it is independent from our online subscription product much like a sedan is not the same vehicle as a truck.
  
  We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the CD-ROM product is still operational - much like a car can continue to operate after the warranty expires. 
  
  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered.  However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the CD-ROM software, the customer does not get the online subscription version for free later on as their needs change.  This is similar to how a truck buyer cannot get a sedan for free later on as their needs change. 
  
  The customer was offered an upgrade to the latest version for 12 months free of charge on June 16, 2021 in which the customer never went to the redemption portal to redeem the 12 months before the offer expired. We have not revoked/blocked their CD-ROM usage, our recommendation is for the customer to use the product they own on a computer that meets the operating specification.  
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.
  

  Customer Answer

  Date: 08/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Your response regarding my compoaint is unacceptable.  I purchased the CD for >$700 because I intended to use this product long term.  When an item is purchased, a business should support this item.  You mention that I could still use the CDs on my ******* ***.  This is not true.  All *** operating systems ******** or later.  This s a known issue with the Rosetta Stone CDs.  So, in essense, I have the CDs which are now useless.  The CDs were intended to be used for a lifetime.

  So, it is not true as you state that the CDs will still work, they will not.  Yes, you offered me a 1 year use of the online product, and after that point, I would need to purchase the online version.  Then recently, you offered be a $100 credit if I purchase the online version for $179.  I do not understand why I would need to ultimately purchase a subscription to a product which I already own, but is unusable.  I will not pay multiple times for this product. 

  You make the analogy that a truck is different than a sedan, and that just because I bought the sedan, I am not entitled to the truck.  I actually do not care if I have a truck or a sedan, I just want transportation, the ability to use a program that I already paid for without needing to purchase an additional subscription. 

  Your business practices are abhorrent.

  Regards,
  
  *****************************
  

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair 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 the $199.99 lifetime Rosetta Stone to learn Spanish a few years ago and now because I don’t have a order number I’m being told that they have no record of that purchase! I previously had a 24 month one and after that ended I purchased the lifetime one. And now that I want to use it again they want me to pay again. It was around Christmas time 2 or or 3 years ago because I used money that I got for Christmas to purchase it. I have no reason to lie and I am furious at the way I was treated and basically called a liar! I need /use this for my job at a hospital. Please help. Thanks ******* **************

  Business Response

  Date: 07/28/2022

  Dear BBB,
  
  Customer ********* ***** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her desire to receive a lifetime subscription purchase access she believes she made.
  
  The customer stated she purchased a Lifetime subscription access approximately 2 to 3 years ago for $199.  
  
  Based on the information she provided email, name, address, phone number there are no records of purchases made directly through Rosetta Stone for a Lifetime subscription, or purchases made 2 to 3 years ago, or purchases for $199.
  
  Based on the information provided, last purchase made by the customer was a 24-month subscription from November 2018 for $168 that expired on November 28, 2020.
  
  If the customer is able to provide us with a proof of purchase like a receipt of purchase or if she has other identifying markers like alternate email she may have used, we can assist her in locating the purchase.  
  
  It may be that the customer has purchased from an authorized reseller.  If so, as the resellers do not use the same sales system as our, we cannot view their sale records.  If the customer purchased from a reseller, we will need the sales receipt or other proof of purchase, as that will help us track down her purchase.
  
  As we do not have a record of a Lifetime subscription purchase based on the information provided, we are not able to grant her access currently.  If the customer can provide additional information that can help us track down her purchase, we can assist the customer.
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.