Current Alerts For This Business

Pattern of Complaint:

As of July 26th, 2024 BBB files indicate that this business has a pattern of complaints concerning the following issues:

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.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
15/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
made a software perpetual (lifetime licence) on october 21 2023. I since moved to a different system & needed a operating system upgrade to which they refuse an tell me to buy another $150+ licence again. Its a ********* not the only one. numerous complaints for similar reasons, ****** reviews ect..
Business response
17/03/2024
We are always desiring every interaction the customer has with us to be as smooth and as hassle-free as possible. Sorry to hear that you didn't have a good experience with our support team, we'll keep improving and bring a better and better experience interacting to each user.

Normally, we desperately hope to know the user's real thoughts when he/she requests a refund if there is no issue with the product itself. So that we can provide some suggestions or do further improvements in a targeted manner. This is the reason our support *** explain more details regarding our refund policy according to your actual situation and didn't process a refund in the first place. Seek your kind understanding.
Upon checking, we found that our support reported your case to our senior manager and got permission to process a refund for you especially. We hope you double-check your account and confirm if you have received the money yet. Don't hesitate to reach out if you have any further questions or concerns, and we are more than happy to help!
Customer response
19/03/2024

Complaint: 21435330

I am rejecting this response because:

Sincerely,

*******************************
Customer response
20/03/2024
**** when told to call TOLL FREE by live chat to solve problem, seeing as they refused to call me. Their ****** support number isnt ****** & i incured over $40 in charges. They are liable for this
Business response
21/03/2024
Upon checking, we found that order number Q231021234526358363777 (CAD *****) was refunded to the customer successfully. We invite you to double confirm if you've received the money yet. We assure you that it is never our intention to mislead our customers, and it seems that there has been a misunderstanding in our communication. We recognize the importance of providing accurate information, and we will be reviewing this case and keep improving.
Customer response
22/03/2024

Complaint: 21435330

I am rejecting this response because: you are responsible for nearly $50 in overage fees for dealing with your scammy practices. You con me into being FORCED TO CALL. It is your fault im being charged this amount & you are liable for it.

Sincerely,

*******************************
Initial Complaint
14/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company offers a video editing platform but will not allow downloads claiming that you are not logged in. From there, they required an additional purchase. **** ** * ****. They will not provide a refund for their ineffective product.
Business response
15/03/2024
Thanks for bringing your concern to our attention here. Upon checking, we found that the software you purchased is for Windows device only, this is the reason you are unable to be recognized as a paid version when you are logging in a ***** device. For this point, we'd like to explain it in more detail as below.

It is regret to tell you that users are unable to access his/her license on a different platform due to the way that the software is coded for the specific platform. In order to avoid this trouble for our users, we have especially indicated this point on our website. Here is the link for your review.
*******************************************************************************;
(Please find it under the "Account and Membership" part)

To assist you further, our support will look into it and then get back to you. Please keep an eye on the email from ******************************************* (ticket number: *******). Your patience is highly appreciated!
Initial Complaint
26/02/2024
Complaint Type:
Product Issues
Status:
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.
I purchased ********* two days ago and it did not work for me. None of the files I needed were recovered. Upgraded the product to see if it would help; it didn't. I expected more at the price i was charged. I have been unable to contact Wondershare support by either phone or chat.
Business response
27/02/2024
Sorry to hear that you are having trouble using our product to recover files. We take product quality and functionality very seriously, and we strive to provide reliable and effective products to all of our customers. Upon checking, I found our technical team is following up on your case, would you please check the email from ******************************************* (ticket number: *******) and then provide the required information for troubleshooting further? If we are unable to solve it, we'll process a full refund to take care of your benefit. Thank you for bringing this to our attention.
Customer response
27/02/2024

Complaint: ********

I am rejecting this response because:
Email communication is slow and is not addressing my concerns. I get a response to add information each time they reply and nothing is accomplished. I want direct communication with Wondershare to resolve the issue. It seems like they are skirting the issue.

Sincerely,

***************************
Business response
28/02/2024
Upon checking, we found that the customer told us he was trying the solution provided by ** and will get back to us (check the attached screenshot). Our support team is waiting for his feedback further. Thank you!
Initial Complaint
26/02/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
order number: ****************** The misleading 7-day-Free-Trial attached to a yearly subscription that I did not click on. It was preselected therefore I never wanted the product *********), but it deducted $104.94 anyway. Customer support said I couldn’t get a refund because its against policy, eventhough it was preselected and misleading. I am a student and the exchange rates is the equivalent to 520 dollars in my currency. I am not happy with the product that I did not use, I immediately cancelled the subscription 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. I read up online and most people say Wondershare is a **** so I guess I got unlucky. I still want a refund for being misled by preselecting a product I did not click on at all. I am considering taking legal action if this issue remains unresolved.
Business response
27/02/2024
We are always desiring every interaction the customer has with us to be as smooth and as hassle-free as possible. Sorry to hear that you didn't have a good experience with our support team, we'll keep improving and bring a better and better experience interacting to each user.

Normally, we desperately hope to know the user's real thoughts when he/she requests a refund if there is no issue with the product itself. So that we can provide some suggestions or do further improvements in a targeted manner. This is the reason our support may explain more details regarding our refund policy according to your actual situation and didn't process a refund in the first place. Seek your kind understanding.
Our senior support will look into this matter and evaluate your refund request, and they will go back to you as earlier as possible. Please keep an eye on the email from ******************************** (ticket number: *******). Your patience is highly appreciated!
Customer response
27/02/2024

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
23/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a ******************* on 2/20/2024 for $151.00 I thought I was signed into my Wondershare ID A***********@yahoo.com However, after the order went through the said the registration code was sent to A***********@yahoo.com.br The addresses Identicle except the domain they sent the code to ends in yahoo.com.br I have tried to contact their support team by phone only to be put on hold for over an hour once and 34min the second time. 4 times I called the same number only to be told to call back later. I tried their Chat line several times but it left me waiting for a live agent join the chat for hours. When I attempt to send an Email the window goes blank instead of letting me create a ticket. I chose to get the Software from Wondershare because I have used them in the past with out issue. I now see that was just dumb luck. If i'd needed any support fom them then i'd have realized they're a Scam operation and would have saved myself from the past 2 days of grief. If the other complaint's from customers her are true, I can forget about this ever being resolved.
Business response
27/02/2024
We are sorry for the inconvenience that happended on your end. Upon checking, we find our support is following up on your case and our team is investigating the problem at present. We'll keep you updated once any news. Please keep an eye on the email from ******************************************* (ticket number: *******). Really appreciate a lot for your time and patience!
Initial Complaint
20/02/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased Wondershare ************ *** ***, and I was never made aware in email or upon order submission that I would be enrolled in a 7-day trial for Filmora, for $54.31. I was charged about 10 days after ordering UniConverter, and having initially spoken to someone on the phone disputing the charge back in mid January 2023, they finally agreed to refund this amount. However, I was only refunded $22.88 for some plugin package that I also never ordered. Their sales practices are ******* at best and completely ruined any trust I have in this company - which is clearly out to make any extra money they can in any way possible. Rather than listen to my complaint in the past week when I just discovered upon credit card statement audit that they never redunded the $54.30 as promised, they simply threw refund policies in my face as a quick way to dismiss my year-long complaint. I am demanding the full amount back to my credit card ASAP. I never ordered this software, and I never installed or used any trial version of it.
Business response
21/02/2024
Thanks for sharing your experience. Sorry for the inconvenience that happened on your end. Normally, we provide the trial version for customers to try each feature of this software to confirm if it meets their requirements before purchasing. But if the customer fills in your bank details and accepts the user agreement according to our website instructions, then he/she will be deducted.
Upon checking the communication history between us in January 2023, we found that our support has already processed a full refund for Order number: ********************** (USD *****, Filmora Creative Assets) as requested. Please check details in the attachment. Regarding your request for the history order ********************** (USD *****), we are sorry to say we can't process a refund for it as it far exceeds our refund time limit. Our team will look into the case further and then check if there is any suggestions for you. Please keep an eye on the email from ******************************************* (ticket number: *******).
Customer response
23/02/2024

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
29/01/2024
Complaint Type:
Product Issues
Status:
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.
I purchased Wondershare Repair it software to repair corrupted files. The software does not repair the types of files that I have that are damaged. I have explained the problem to Wondershare 3 times now and have provided the attached screenshots and copies of the files to show them that the software does not work. In order to use the software, you need to purchase it and cannot preview that it works on the problem you have. After I purchased the software, I discovered it did not work. However, now Wondershare is accusing me of refusing to cooperate. The reality is they are refusing to provide a refund for software that does not work.
Business response
31/01/2024
it is regretful to hear that you didn't have a good experience with our software. I understand your feelings, and it would be very depressing when you are unable to run this software in the way you expected. Wondershare values each customer's benefit, and we'll do our best to help you out. For your case, please allow us to explain it in more detail and see how we can assist you further.

We accept a refund request if the customer encounters a technical or compatible issue that is unable to be solved within 7 days. Knowing you were encountering a problem, we desperately hope to fix it, and this is the reason our support might invite you to provide more details (like a screenshot showing the problem or source files, etc.) for troubleshooting, this was also the reason we didn't process a refund for you in the first place. Seek your kind understanding.
Upon checking, I found that our support have already processed a refund to take care of your benefit. We hope you double-check your account to confirm if you have received the money yet. We will continue to make improvements and add more powerful features to this software, and hopefully, you'll be a user for our software again!
Initial Complaint
25/01/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I believe their wording is intentionally misleading by attaching "Free 7 Day Trial" onto your product in checkout. There's an * *** by the products, like you could take them out, but you can't take the paid one off. So I assumed the trial was applied to the product, and after the 7 days, it would charge. I cancelled only an hour or so later. The product was not useful to me, and I was able to "cancel" some kind of subscription through the website, but there was still a permanent charge of $118. I have emailed twice to request a refund and was told both times that I should have read the **** **** ****** ** **** ******* ** ** ******* * ****** **** *** ********" I attempted to contact through their chat, which was the most accessible form (I had to find the support email on an email to me, not on their website) and was left waiting for a response for over an hour. I did read the refund policy, and because of the misleading attachment of a "free trial" item, I assumed that refund policy would start after the trial period was over and I had purchased it. I would still like my refund, or for no one else to get ******* in the same way.
Business response
25/01/2024
We are always desiring every interaction the customer has with us to be as smooth and as hassle-free as possible. Sorry to hear that you didn't have a good experience with our support team, we'll keep improving and bring a better and better experience interacting to each user.
Our support will investigate the matter further and then get back to you soon. Please keep an eye on the email from ******************************** (ticket number: *******). Your patience is highly appreciated!
Initial Complaint
22/01/2024
Complaint Type:
Product Issues
Status:
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.
Wondershare (***************************************) is not reliable company they sold non working video repair software in the same day contacted them to report the issue.The company via email for weeks keeps asking for the same things and waste the time.
Business response
22/01/2024
Hi **********, it is regretful to hear that you didn't have a good experience with our software. I understand your feelings, and it would be very depressing when you are unable to run this software in the way you expected. Wondershare values each customer's benefit, and we'll do our best to help you out. For your case, please allow us to explain it in more detail and see how we can assist you further.

We accept a refund request if the customer encounters a technical or compatible issue that is unable to be solved within 7 days. Knowing you were encountering a problem, we desperately hope to fix it, and this is the reason our support might invite you to provide more details (like a screenshot showing the problem or source files, etc.) for troubleshooting, this was also the reason we didn't process a refund for you in the first place. Seek your kind understanding.
Upon checking, we found that our support has already processed a refund on 20 January **** after confirmation further. We hope you double-check your account to confirm if you have received the money yet. We are sorry for that this product doesnt live up to your expectations at present. We will continue to make improvements and add more powerful features to this software, and hopefully, you'll be back to us in the future!
Initial Complaint
16/01/2024
Complaint Type:
Product Issues
Status:
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.
On 12/4/23 I ordered a program from the company. The company indicated that it had a 30-day guarantee. After trying the product, I determined it did not meet my needs, and on 12/29/23, I contacted the company seeking a refund of $123.96. Of the $123.96 that I paid, Furthermore, I was charged $4.95 for Insurance that I did not need, nor requested, and also $23.75 to load the program on my Android, which I do not use. I am seeking a FULL REFUND of #123.96
Business response
17/01/2024
I am truly sorry to hear about your negative experience with our refund policy and our support site. I understand how frustrating this must be for you, and I would like to offer my assistance in resolving the issue.

Regarding the refund policy, I apologize for any inconvenience caused by its limitations. While we do have specific rules in place, we also understand that each situation is unique, and we are willing to work with our customers to find the best solution. To assist you further, our senior support will investigate it further and then get back to you. Please keep an eye on the email from ******************************** (ticket number: *******).

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Current Alerts For This Business

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Customer response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary