Complaints

• Initial Complaint

  23/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product did not perform as advertised bad support Product did not perform as advertised transferring Whatsapp Business from Android to iPhone, even repeating the whole process 10+ hours (very slow backup process). I contacted support and their refund policy only works if I prove to them their errors and they can replicate it. Very rude support basically telling me I will not get a refund if I do not work for them in troubleshooting. Very bad service and attitude.

  Business response

  23/01/2025

  Sorry for the inconvenience, our senior agent will follow up this case and send you an email separately.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have bought Dr.Fone - Full Toolkit (CPC) - Individual Perpetual License (1-5 Devices). Simply it does not work. I tried on many devices like ipad, android devices it just get stuck on 97%. I want my money back.

  Business response

  09/12/2024

  Sorry about that, our senior agent will send you an email for following up, hope we could resolve this issue together. Appreciate your kind understanding.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wondershare has a money back guarantee and refund policy that is very misleading. I purchased their Recoverit product on 10-18-2024. It did not work. The product failed to recover my files so I requested a refund less than 2 hours after I purchased the product. Their customer service gave me the run around and then ignored me after I continuously told them their product did not work. I even sent them screenshots and explained what was not working via email and they continued to ignore me never fixing the issue nor giving me back my refund. Even after their own policy says they will issue a refund if the technical issue is not fixed in 15 days. Which it was not. Do not use their products. You have been warned. They will take your money and when their product does not do what they said it would, they won't give you your money back.

  Business response

  09/12/2024

  Sorry for any inconvenience may this be caused, regarding the issue you mentioned, our senior agent will send an email for follow up, hope we could solve this issue as possible as we could.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Filmora (Wondershare) charged my credit card without my consent through a misleading subscription scheme. Their platform does not allow me to remove my payment information, effectively trapping me in their auto-renewal system. I attempted to resolve this with their customer service, but they refused to provide proper support or a resolution. The subscription details are unclear, and I feel this practice is deceptive and unethical. I am seeking a refund for the unauthorized charge and the immediate removal of my payment details from their system.

  Business response

  04/12/2024

  Dear customer, our agent has confirmed that your auto-renewal susbcription was cancelled, and it won't charge you anymore, we checked the conversation history, you haven't mentioned about the refund for the renewal order, so our senior agent will send you an email separately regarding this issue. Don't worry about it, we will help you to resolve the problem.

• Initial Complaint

  18/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ordered and downloaded computer program: Wondershare DVD Creator(CPC) Perpetual License $70.10 Order Ref#********************** around/before Oct 2, 2024 ... put on 1 computer ... seemed to work ... computer ran out of space ...tried to put on another computer with sufficient space ... did not work ...tried numerous times to contact them ... only able to get their AI program ... info given did not help ... too many dead ends ... wrong information given ... called their phone number ... got a medical company on the other end ...went back to their web and tried to get a refund ... same failed web system experience again. Registration Code: 0FAA753C8B89E413AA648B03C4DC6509 Wondershare ID:218359176 Would like refund since not able to use program ... HRD 11/16/24

  Business response

  18/11/2024

  Hi, thanks for letting us knows about your issue, we will help you to consult our senior agent and they will send an email for your case saparately.

  Customer response

  20/11/2024

   
  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

  14/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Summary:I am filing this complaint due to Wondershare's refusal to refund a recent subscription renewal for their "AllMyTube" software, which I purchased specifically for downloading ******* videos. Following renewal, I found that this key functionality was no longer supported, rendering the software useless for its intended purpose.Complaint Details:On November 13, 2024, I reached out to Wondershare customer service to address this issue. I explained that the primary reason for purchasing "AllMyTube" was to download ******* videosa function that the software no longer performs. Consequently, I requested a refund, as the tool now lacks the capabilities for which I purchased it, and I immediately canceled my subscription to prevent future billing for an unusable product.However, the representative, *****, repeatedly referenced the renewal terms without acknowledging my concern about the discontinued functionality. When I asked for a supervisor to escalate the issue, I was told none were available. Despite my explanation, Wondershare did not provide a meaningful response or remedy to my situation.This failure to support a purchased product's advertised functions, while continuing to charge for it, constitutes unfair business practices and leaves me with a tool that is now completely worthless for my needs.Desired Resolution:I am requesting a full refund for the recent renewal of my "AllMyTube" subscription, as Wondershare no longer supports the primary feature I purchased it for. I believe it is unethical and improper to charge for a tool that no longer performs its stated purpose, and I hope that this complaint will lead Wondershare to address this issue fairly.Thank you for your assistance.********* Email: **********************

  Business response

  18/11/2024

  Sorry for any inconvenience may this be caused. After checking, the payment order B98U30511YX401534R actually was refunded on 2024-11-14 10:59:37, please check with the ****** and see if the amount received or not, if you still had't received the amount, please contact us again, we will help you to check further.

• Initial Complaint

  17/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to cancel my monthly subscription to Wondery since March 27, 2024, and every month they charge me another $10.59, and they continually tell me they can't find any record of me having an account (or they don't respond). They do, however, successfully charge my credit card every month. I would be grateful for any help with this exploitative and neglectful company.

  Business response

  18/10/2024

  Sorry for the trouble, we checked the record and it seems we failed to locate the payment with the information provided by the customer, we will ask our agent to follow it up and see what we could do further.

• Initial Complaint

  16/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Wondershare RecoverIt product on October 6th 2024 for $156.90 to retrieve missing files after my WD HDD external drive stopped working. Wondershare claims to offer a money back guarantee if the product does not work, so I initially felt comfortable purchasing the product. I ran the software and my data was not recovered. I called Wondershare on the same day of purchase to inform them that the product did not work on my drive and to request a refund. The program had been running for 6 hours and found no files. The customer service operator (Langy) requested that I share screenshots of the notifications I recieved. Because I stopped the program after 6 hours, they asked me to allow the program to finish. I ran the program again, and at the 6 hour ***** once again, only 10% of the disk had been scanned and no files found. I sent screenshots of this to the support team to which I was asked to share the log files. I did this and then was asked to reinstall the program and run it again. I did this and was asked to share the log files again. Whenever I would ask for a refund, they would simply share a link to the "refund policy" and thank me for my patience. After sharing the log files twice, the next request was whether my hard drive was HDD or SSD. I responded HDD and waited for updates from the engineer. Today, October 15th, the response to this was to restart the program again. That's when I knew for certain that Wondershare is a scam company. I purchased the product on October 6th and requested a refund on October 6th when the product didn't work. The company has done everything but solve the problem or refund the purchase. Wondershare uses responsiveness as a RUSE for quality customer service but doesn't actually OFFER quality products or service. The products do not work or solve problems, nor does the "support" team. The money back guarantee is false, as is the effectiveness of the product; and a 7-day wait to get a copy of the invoice.

  Business response

  18/10/2024

  According to the record between the customer and our agent, the last communication date was on Wednesday and we provided the refund as promised, could you please double confirm that whether the amount received or not?

  Customer response

  18/10/2024

   
  Complaint: 22423295
  
  I am rejecting this response because: I have not received a refund as of yet.  After submitting the complaint to BBB, I received an email from Wondershare stating that I should expect a refund.  I am still waiting for the refund at the moment.  I will mark this issue as resolved once the refund is received.  Thanks!
  
  Sincerely,
  
  ***** Lesha *******

  Business response

  21/10/2024

  Refund speed is depending on the process speed of each bank and system, we have already processed the refund approval in our internal system, appreciate the understanding.

  Customer response

  28/10/2024

   
  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,
  
  ***** Lesha *******

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the "recover it" to recover photos a year ago. The software worked but I only needed one time. The only way to purchase it is a subscription. I did not use it for the rest of the year. They auto renewals for the subscription. I went in and canceled prior to the renewal date. They bunded the recover-it programs by Data Recovery, Bootable toolkit and Advanced recovery, when they originally invoiced me, I just found the invoice and attached it. They separated all of them when they renewed. I only saw one option for canceling my subscription to "recover it", but they said I did not cancel everything, and they billed me for Data Recovery and Bootable toolkit. I called and they would not refund the charges. They are very dishonest in their billing. There is no way to just pay for one thing, but they make sure to separate it to trick you into not getting everything canceled. You can see by the attached invoices that they change how they bill you after the initial billing. They call the program and subscription "recover-it" as if it is one product, then separate it to charge you for after you think you canceled the subscription. Consumers need to be aware.

  Business response

  09/10/2024

  Hi Dear Customer, after checking the communication history between you and our phone agents, we will help you to get the renewal refund and cancel the auto-renewal service as you requested, our senior agent will send you an email for follow up, please check the refund for after few days. Appreciate the understanding.

  Customer response

  09/10/2024

   
  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

  24/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Wondershare earlier today to inform them of a major issue that I discovered with their software. I downloaded it on last Monday and paid for the perpetual license. The software was lagging and crashing continuously to where I could not even initiate a project. Eventually the software stopped opening all together. When I did further research I learned that my graphics card and disk space were not compatible with the software.I called them today to request a refund and also a refund of an autopay for an additional service subscription of $14.99 which was just paid out of my account yesterday. I explained to the *** the issue and they told me I needed to send a screenshot of my computer specifications before they could approve a refund. Mind you I am within 30 days right to cancel.I sent a screenshot via email and the ***, Miggy, stated that my software was compatible and I needed to redownload the software using a link that he sent me and that my refund request was denied. I am not interested in using the software due to my frustrations and here I am now being forced and told to "eat it anyways". So I download the software and my computer brings up a red screen with a huge warning message I have never seen before. I had to take my computer to GeekSquad just for them to tell me they see these issues all the time with Wondershare Filmora and that they will have to uninstall and clear the disk space some to fix my computer for over $300.I informed the ***, Miggy, of all of this via email and they simply stated they acknowledge my continuing desire for a refund but won't give it to me and told me to redownload the software again. I asked Miggy to simply cancel my auto subscription and told him I was getting an attorney. Miggy never responded back to me and left my autopay subscription on. Terrible service. I finally had my attorney download this software and login and cancel everything for me. I still don't have my refund or compensation for losses.

  Business response

  26/09/2024

  Hi ***, sorry for the inconvenience, our senior agent ******* has sent a follow up email for resolving your issue, please check and we are willing to help.

  Customer response

  26/09/2024

   
  Complaint: 22328138
  
  I am rejecting this response because: I have not received a refund or a response on how soon I can be refunded and how to be compensated for my repairs or if a courtesy will be extended for the repairs to my computer. They are attempting to appear like they are helping but have not actually done anything at this time.
  
  Sincerely,
  
  *** *********

  Business response

  26/09/2024

  As we explained in the previous email, our senior agent was sent the explanation email and willing to help the customer to solve the issue, if a refund is needed please reply the email we sent then we could proceed with it.

  Customer response

  27/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not completely satisfactory to me but I will accept the efforts of the company. This is because they continue to make the agenda about trying to call me a liar, or finding fault on my end, while attempting to refund me. The bottom line is the company should simply have offered to refund me and apologized for any damages I have incurred to my laptop while attempting to use their product. I was interested in learning if I could be compensated for having to pay for repairs related to damages to my computer that happened as a result of trying to use their product. I will not waste any more time with this company and accept whatever I can get at this time.
  
  Sincerely,
  
  *** *********

*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. ↩