Computer Hardware
Wondershare Technology Inc.This business is NOT BBB Accredited.
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Complaints
Current Alerts For This Business
Billing or Collection issues
- Consumers complained that they were charged without notification near the end of their trial period
- Consumers complained that they were unexpectedly charged for services that they did not request or agree to
- Consumers complained that they were charged despite canceling services
Product Issues
- Consumers complained that the products did not work as stated
- Consumers complained that they had to pay extra to utilize the product fully
- Consumers complained that the products caused issues on their devices
Refund / Exchange Issues
- Consumers complained that their refund requests were denied and that refund policies were not clear
- Consumers complained that they were given only partial refunds
Service Issues
- Consumers complained that after sales support was not provided appropriately
Customer Service Issues
- Consumers complained that the business did not respond to email or phone inquiries
We offered Wondershare Technology Inc. the opportunity to address the above identified patterns but we did not receive their response.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
19/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I contacted the company within the hour of ordering because I realized that the autofill selected the wrong card. THe agent refused to refund. I uninstalled the software so that I can just reinstall and repay when I find my card. NEEED HELP WITH THIS REFUNDBusiness response
21/08/2024
Thanks for the feedback regarding the refund request, we notice that our senior agent is already following up this case directly, we willn not refuse to provide a refund but we are tring to locate the technical problems, if it cannot be resolved, we will help the customer to get a refund without doubt, don't be worried about that. Appreciate the understanding.Customer response
21/08/2024
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
12/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of the transaction was 8.9.2024 I purchased a subscription to use their AI feature to try to make music. After I made the purchase, I still couldn't use the feature. I immediately canceled my subscription and requested a refund. They stated they won't provide a refund, or won't unless I buy a higher cost subscription.Business response
12/08/2024
After checking the communication record between the customer and our agent, it found out that the refund was provided directly, please check the attachment.Customer response
13/08/2024
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
30/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Was charged due to the Wondershare website lacking a cancellation feature for subscriptions. I requested a refund and for my subscription to be cancelled. While waiting for a reply I was able to cancel automatic payments on PayPal. Support replied to my request and told me via a poorly written email (Seek your kind understanding??) that, with some sugarcoating, it was my fault and they werent going to do anything about it.Business response
01/08/2024
Our senior agent will follow up this case directly, please check the email. Thanks for the understanding.Customer response
02/08/2024
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
24/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I subscribed with a lifetime subscription on 2nd June 2024, and on 24 July 2024 I received a subscription renewal email. Checking my account, "no valid subscription" was noted and there was no order history either.There is a support call on 7 July 2024 in which I asked for the stock film subscription to be cancelled because I did not request this, I only requested the Wondershare software.Wondershare does not offer any support method that is functioning so I cannot contact them. All the emails are automated and from no-reply email addresses.Business response
01/08/2024
Thanks for the feedback and sorry for any inconvenience, our senior agent will follow up this case via Email directly. Please check the emailInitial Complaint
03/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have used this program few years again with a ******* and it worked great. We upgraded our mom's phone and I tried to back up Viber on an iPhone and restore it but kept running into an error. I reached out and their response time was great but I had to wait over a week for them to get back to me with a resolution. I asked if this new data will be lost on Viber as we need to use it and they did not give me a clear answer. I finally got around to it and backed up the data through Viber as there was not much and went and tried to restore the data. It took some time and once the phone restarted I opened Viber and everything was wiped out and then I was not able to get back into Viber. Their program does not work well with iPhone and I just want my money back. They keep sending me there return policy but their program is not working correctly.Customer response
03/07/2024
The consumer contacted BBB and stated the complaint has been resolved.Initial Complaint
19/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased Wondershare's AllMyTube app in October 2023 for $33.64. Just tried to use it and it doesn't work at all. Their support team told me to just buy a different product of theirs because they said "AllMyTube is one of the unmaintained product of Wondershare." So they sold me an app that they discontinued in under a year. They offer no refund or discount towards their maintained app they suggest I buy instead. This is a terrible practice. If they stop supporting a product that quickly, and if it fails to work so soon after purchasing, I believe a full refund is required.Business response
19/06/2024
The user's product is still functional, but due to changes in ******** they are unable to download videos properly. This change is caused by external factors and not the product itself. We apologize for the inconvenience caused by the discontinued product and have offered a significant discount to users. We are providing a new, maintained product to address the downloading issue caused by the ******* update.Customer response
24/06/2024
Complaint: 21873988
I am rejecting this response because:They say: "The user's product is still functional, but due to changes in ******** they are unable to download videos properly. This change is caused by external factors and not the product itself. We apologize for the inconvenience caused by the discontinued product and have offered a significant discount to users. We are providing a new, maintained product to address the downloading issue caused by the ******* update."
One - they say it is "still functional", and then they say it is a "discontinued product". A discontinued product is not functional.
Two - they say it is "still functional" but "they are unable to download videos properly." Well that is the main/critical function of this app, so no, it's not functional.
Three - They say it's caused by "external factors" - I don't accept that. They sold me a product with a specific function and it should perform that function. If ******* doesn't allow these downloads, then they shouldn't sell a product claiming to let you download ******* videos. Not only that - they say they have other products that can do it, and many competitors offer products that do. So it is in fact possible, and they just want me to buy something new so they get more $.
Four - They say they offered a "generous discount" on a different product. They offered a measly $3 off. And I don't want to pay them more, I want my money refunded since they sold me a *** product that doesn't work.
This company has engaged in fraud and deserves a public accountability.
Sincerely,
***************Business response
12/07/2024
We understand and apologize for the user's concerns. However, as we explained earlier, the product itself is not maintained. This means that if certain product functions cannot be used due to external factors or other reasons, there is no dedicated technical research and development team to update and iterate the product. Can the product still be used? Undoubtedly, it has other functions and can be used to transfer video and audio files to various mobile devices, including Apple Devices, Android devices, game consoles, etc.
In addition, our shopping product has a 30-day no-questions-asked refund policy, which is clearly stated in our refund policy. The user made the purchase in November 2023, and the refund request was made in June 2024 due to changes in ********* release, which is almost five months later. Therefore, our customer service politely declined the refund request.
Regarding the discount issue mentioned by the user, we apologize for our customer service not providing the correct link. Below is a link to a discount of nearly 60%, which the user can use to purchase directly:*********************************************************************************************************************************************************************************************************************************************;
Thank you for your understanding.Customer response
12/07/2024
Complaint: 21873988
I am rejecting this response because:They say the product is not maintained. Well they chose not to maintain it. If a product is going to not be maintained in a few months, they shouldn't be selling it in the first place, or it should be clear to the customer the product will no longer be viable in a short time.
They say it's due to factors outside of their control. Sorry but if your product depends on any outside variable it's your job to maintain it up to standard. Not only that - they sell other products that do perform the same function, so it is within their control to add this feature back to the product I bought. They just don't want to do that work, and they want me to pay them more to acquire the same feature that I purchased it for. Nope.
They wine about how the product worked for 5 months. A product being unviable 5 months after purchase is unacceptable and any decent company would refund for this. It's no surprise this company already has terrible ratings in BBB and Trust Pilot.
They wine about how I didn't request a refund within 30 days. It worked for 30 days. Now it doesn't work. In my opinion, we are still in a window where any decent company would offer a refund, or fix their product.
They say they made a mistake in offering me only a $3 discount. I highly doubt that. Now they offer me a 60% discount instead hoping it will stave off a bad review. Sorry - but I don't want to pay this exploitative company more money, they should either deliver a product that does what they promised the one I bought would do, or refund me.
This company persists in ******** lies and deserves a bad rating so future customers know they're likely to be defrauded as I was.
Sincerely,
***************Business response
14/07/2024
We apologize for any inconvenience caused to the user, but all the current situations have been explained in the previous email. We are willing to offer a 60% discount for the user to enjoy the latest product. If the user does not accept, we are also sorry.
As previously explained, the refund period is 30 days, and the user has stated that the product can be used within 30 days. As of today, the product can still be used for all functions except for downloading ******* videos (due to changes made by *******). However, as the product is no longer under technical maintenance, we cannot provide a refund (for more than 30 days and over 6 months). We apologize that there is no better solution at this time.
Thank you for your understanding.
Customer response
15/07/2024
Complaint: 21873988
I am rejecting this response because:Sorry but when a product stops working and you don't attempt to fix it within 5 months of sale, by any standard that is bad practice. Nobody buys a software thinking it will only work for 5 months. A responsible company would offer either a refund or a free upgrade. I reject the business's inadequate response. The company obviously has the ability to overcome whatever ******* terms or technology changes made the first software break, as they're offering the same feature but want me to buy a new product to obtain it. It's bad business, and you can tell by their terrible online reputation here and everywhere else that they've reamed their customers time and again.
Sincerely,
***************Initial Complaint
17/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Order # B4VU50689P9531742S I was unaware of hidden subscription when I paid to upgrade Filmora. I was charged on 6/10 for the subscription that I never intended to sign up for. **************** was not helpful and refused refund quoting their "refund policy". It is shady business practice to sign people up for hidden subscription. I want refund.Business response
17/06/2024
Sorry for the trouble, as the client has contacted our agent and we are trying to explain the new charge for him. Will issue a refund within 7-10 business days.Initial Complaint
13/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a Lifetime License from ********************** Filmora but I am being told to PURCHASE the program AGAIN so features are "unlocked."They are telling me because I am not using a PC, I can't use my license and tried to get me to purchase a new license. SCAM!!They will not transfer my current license OR give me a refund. I know they are able to, they just want more money which I am NOT giving them. They refuse to unlock my account so Please help me get my $50 back.Business response
13/06/2024
Sorry for any inconvenience may this be caused, if the client is want to change the operating system from Win to Mac, we will ask our senior agent to follow this case, and hope we could solve it as soon as possible.Customer response
15/06/2024
Complaint: 21835057
I am rejecting this response because:The business still has not provided access to my Mac and has emailed me insisting I make a separate purchase which just goes to show they care more about money more than customer service. Of course they are able to provide me access, they just choose not to.
Sincerely,
***********************Business response
19/06/2024
After reviewing the communication records and understanding the user's request, we would like to provide the following explanation:
The user purchased a lifetime version of Filmora for *******, and we promised free upgrades to the latest versions. We are committed to providing the corresponding services and promises whenever the user contacts us.
However, the current issue is that the user wants to switch the ******* license to Mac for free. It should be noted that the version the user purchased was a single-license version, which means it can only be used on ******* systems. We are unable to switch the license, so we suggest that the user purchase the discounted Mac version again, as this aligns with our policies and procedures.
It is important to understand that the user's decision to switch devices is a personal choice, and our guarantee does not cover free license switches after device changes.
Thank you for your understanding.
Customer response
21/06/2024
Initial Complaint
30/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
order number: ********************** The misleading 7-day-Free-Trial attached to the subscription that I did not click on. It was preselected therefore I never wanted the product, but it deducted 110.66$ anyway. Customer support said I couldnt get a refund because its against policy, eventhough it was preselected and misleading. I am a exchange student and already with the exchange rates the 110.66$high it is the equivalent to 300 dollars in my currency. I am not happy with the product that I did not use, I immediately cancelled the subscription and delated my PC from the my app access after realising they deducted that amount of money for a free trial. I am so confused and upset that they would not issue a refund.Not only that I accidentally bought the same product from two different e-mail adress, by connecting to ****** assuming it was the same account and got charged twice 110.66$. I called to two customer services, the first person didn't even try to refund for one even in their POLICIES it is written that they will refund if you buy the same product twice. So there is already a problem with their customer services, the second person at least apply the refund for (order number: **********************)and I received an e-mail in 5 min. The first person lied to me on everything except I don't get my money back.I want both of my transaction back. By reading comments I realised I was not the only one who got tricked. I am considering taking legal action if this issue remains unresolved.Business response
05/05/2024
Our agent has explained the order and the relevant information to the customer, the ********************** was already refunded.Initial Complaint
22/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
DemoCreator is a subscription based service. It failed 100% of some 10 tests on 2 different operating systems. It should not be allowed to be on the market,.Business response
22/04/2024
Sorry for any inconvenience may this be caused. We will send an email to the customer for follow up
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Customer Complaints Summary
113 total complaints in the last 3 years.
28 complaints closed in the last 12 months.
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