Complaints

This profile includes complaints for Wondershare Technology Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wondershare Technology Inc.

  200 4445 Lougheed Hwy Burnaby, BC V5C 0E4

• 

  Wondershare Technology Inc.

  Ste 3152630 Croydon Dr South Surrey, ON V3s 6t3

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:29/11/2022

  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.

  Beware! Stay far away from this **** COMPANY!!! Wow I desperately wish I would of researched this company and would of come across all the negative reviews before wasting my time and money with one of the worst companies I have dealt with. Their website and description as well as advertising showing they do a free trial period like most reputable companies leads you into them taking your money for additional products not even described and then blaming you for misinterpreting false advertising. On top of it their software crashes and is very glitchy. Their customer service is even more despicable, they refuse to take any ownership of wrong doing and provide no customer resolution. After working in customer service for over 15 years and owning a business I could not believe that there are companies still like this. Would give this company 0 starts if I could. Stay away! I've come across more than 100 reviews extremely similar to mine.

  Business Response

  Date: 06/12/2022

  Thanks for sharing your experience. Firstly, I'd like to express our deepest apologies for the inconvenience. We desire every interaction you have with us to be as smooth and as hassle-free as possible, but sadly, we didn't achieve it this time. Please don't worry, Wondershare values each customer's benefits and we'll do our best to help you out. 
  
  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 give some suggestions or do further improvements accurately. 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.
  
  Upon checking, we found that we have already processed a refund for you on 28 November.  When we noticed that you wrote a review on BBB, we are so heartbroken. We hope you double-check your account to confirm if you have received the money yet. If you have any further questions or doubts, please feel welcome to reach back to us as we would be more than happy to assist. 

• Initial Complaint

  Date:24/11/2022

  Type:Customer Service 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.

  This service was purchased by my 6 year old son by accident. It cost me 69.95 USD and I was not given a refund even though I am a single father taking care of 4 kids.

  Business Response

  Date: 25/11/2022

  Thanks for sharing your experience. Upon checking, we find this transaction was paid on 10 July and it far exceeds our refund time limit (payment within 7 days). This is the reason we didn't process a refund for you. Based on the situation your description, our senior support will further look into this matter and re-evaluate your refund request. They will keep you updated via email as earlier as possible, please keep an eye on it. Your patience is highly appreciated!

• Initial Complaint

  Date:21/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 was looking for a website or app that could piece together a video for my brother’s wedding and came across Wondershare. When the website first popped up, I saw where it said free trial. I clicked that and it had me install the program onto my laptop. When I finished the walkthrough, I saw an option that said to remove the watermark, which I thought was included in the “free trial”. It brought me to a page where these options popped up and I clicked continue with all of it, simply because I thought everything was a trial and I wouldn’t be charged if I canceled it. After attempting to use the program, which I tried after the trial because I didn’t know it would work before then, I noticed that the video and the program weren’t working properly. I ended up going back and immediately canceling the “trial,” or so what I thought was a trial. I even contacted a support agent on November 17th (the day I joined Wondershare) to inquire if I would be charged if I canceled, which they informed me I wouldn’t be. On November 18th, I found out that a charge was pending for initially $49.99, later it changed to $54.94. I was on hold for over 15 minutes with the contact number, and I still received no help from them. I then contacted support, where I was informed that I “couldn’t change my mind” nor “not like the product” to receive a refund. In order to receive a refund, I would have to have a technical issue that they couldn’t resolve - which I thought was crazy because they would be able to fix most things. I have gone back and forth with this company over receiving a refund for being unaware of this purchase, and they refuse me every time. I was not aware that it was a full year subscription, I thought it was just a price there if I didn’t cancel. I only wanted the “free 7 day trial” to remove a watermark, not lose all of my money. Struggling again while just trying to receive a refund or even a partial one, no luck and I want some sort of assistance. This shouldn’t be legal.

  Business Response

  Date: 21/11/2022

  Thanks for sharing your experiencce. Sadly to hear that you didn't have a good experience with our subscription mode. As we explained, you subscribed to a bundle plan including a yearly license for ******* (49.99 USD) , a 7-day trial subscription for Effects & Plug-ins (7 days for free trial) and download insurance serive (4.95USD) by default, this is the reason you were charged 54.94USD in total. The user can use all features (such as motion tracking, Speeding, built-in effects/transitions/elements, **** **** ***c, etc.) of ******* without limitation once he/she has a valid license. In order to bring a more cool experience, we have done our best to achieve providing Effects & Plug-ins (***** ** * ******* ** * ********* * ** ********) for users to option. To avoid any trouble caused by it, we have especially explain this point in more detail before the customer purchases it from the shopping cart. Seek your kind understanding.
   
  Since you insist on a refund, we have reported your case to our senior manager to get permission to process it for you. The money would be back in your original account for around 5-7 days. Please wait patiently. If you did not get a refund at that time, please feel free to email us at any time and we are happy to help you further check it.

   

  Customer Answer

  Date: 27/11/2022

  
  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:17/11/2022

  Type:Customer Service 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.

  10/14/2022 was charged for the yearly subscription - $53.36. Did not receive an invoice or confirmation email. On 10/21/2022 I was charged another $22.46. I have no idea what for. Called them immediately upon noticing and was put on hold. No one picked up after half an hour. Emailed their customer service, which is very hard to do if you don't "have a subscription", even though I had already been charged for it. After several emails, all from different people, and requests for a full refund I have still have no actual answer from Wondershare, and am out $70 bucks. I've done and provided everything they've asked for, including schreenshots of charges that they made. It's been a month and I still can't access a service they charged me twice for. Insane.

  Business Response

  Date: 21/11/2022

  Thanks for sharing your experience. We desire every interaction you have with us to be as smooth and as hassle-free as possible, but sadly, we didn't achieve it this time. But don't worry, Wondershare values each customer's benefits and we'll do our best to help you out. For your case, please allow us to make some explanation as below.
  
  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 give some suggestions or do further improvements accurately. 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 kindly understanding.

  Our senior support is still closely looking into this matter and they will keep you updated via email as earlier as possible, please keep an eye on it. Your patience is highly appreciated!

• Initial Complaint

  Date:15/11/2022

  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.

  Purchased yesterday 11/14/22 at 1:29 PM, CST. Purchase amount was $31.79, paid through ******. Purchased in a hurry with intentions of downloading one of their templates (found in a ****** search), fill in pertinent information, and have signed by all parties... No template to be found, once purchased. Very difficult to navigate site. Consistently required to log in, every few minutes. Lots of nonsense content, bragging about what their program can do, yet nowhere to do it! Nowhere to go for assistance, chat feature was not available, nowhere to click to find anything I needed. Asked for a refund via email, after an hour or two of trying to use the program, but unable to navigate whatsoever. 12 hours later, in the middle of the night, I got a long drawn out response of NO. I can't use the program. I literally wasted $32. I read many of the complaints on the BBB website AFTER I purchased, and before I submitted this complaint. They're all so similar! Company is falsely advertising their program's capabilities, and has too many different components you can purchase, with no explanation of the particular component you NEED to purchase to complete your necessary task(s). Terrible customer service. If you have a chat feature, it should be available at all times. Likewise, if you have customers that dove in, are unable to navigate your program, and ask for a refund within hours, you should oblige, as your disgruntled customers will have a trickle down effect, leaving you bankrupt.

  Business Response

  Date: 21/11/2022

  Thanks for sharing your experience. We desire every interaction you have with us to be as smooth and as hassle-free as possible, but sadly, we didn't achieve it this time. But don't worry, Wondershare values each customer's benefits and we'll do our best to help you out. For your case, please allow us to make some explanation as below.
  
  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 give some suggestions or do further improvements accurately. 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 further look into this matter and then keep you updated via email as earlier as possible, please keep an eye on it. Your patience is highly appreciated!

• Initial Complaint

  Date:14/11/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  11/11/22 Purchased a software called *** **** to unlock an ******* phone without data loss. Wondershare website states that it will support the phone in question. However the software does not do what is advertised. They are rejecting all requests for a refund for inoperable software.

  Business Response

  Date: 14/11/2022

  Thanks for sharing your experience. Firstly, I'd like to express our deepest apologies for the inconvenience. We desire every interaction you have with us to be as smooth and as hassle-free as possible, but sadly, we didn't achieve it this time. Please don't worry, Wondershare values each customer's benefits and we'll do our best to help you out. Per your description, please allow us to make a brief explanation as below:
  
  Normally, we will accept a refund request if the customer encounters technical issues that are unable to be solved within 7 days.  We are desperate to fix the problem after knowing you were encountering a problem during using the product, and this is the reason our support may ask you to provide more details (like a screenshot showing the problem and log files, etc) via emails for further troubleshooting, and 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 we have already processed a refund for you on 12 November after comprehensive troubleshooting.  When we noticed that you wrote a review on BBB, we are so heartbroken. We hope you double-check your account to confirm if you have received the money yet. It is regret to know that this software doesn’t live up to your expectations this time. We will continue to do improvements to keep ******* better meeting different demands. Meanwhile, we are also doing our best to add more powerful features to this software, and hopefully, you'll be back to us in the near future!

  Customer Answer

  Date: 18/11/2022

  
  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:10/11/2022

  Type:Customer Service 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.

  Company does not offer subscription cancellation on their website, they do not answer their customer support phone numbers and claim they can't cancel a subscription over the chat but has to be done online, but they don't have the option to cancel online. I had to cancel my bank card to keep them from ******** money out of my account. Basically, they engage in *********, ***** and *****. When I did some research online it seems this company embraces *****, ***** and ********* practices.

  Business Response

  Date: 14/11/2022

  Hi ******. Thanks for sharing your experience. Firstly, I'd like to present our deepest apologies for the inconvenience that happened on your end. I completely understand how important if you were able to get help efficiently when you have trouble canceling the subscription. Sadly to hear that you didn't get in touch with the phone support timely, and it might be caused by the overwhelming phone calls at that time. we'll also keep monitoring the volume and arrange manpower more flexibly to avoid this.
  
  Upon checking, we find that you subscribed to a half-year plan for plug-ins of ************ in May with another email address, and it would be automatically charged if you don't cancel it manually. This is the reason you were charged for them in November again. And this is also the reason you were unable to cancel it with your current account. To take care of your concern, our phone support called you back on 11 November, however, you refused to further discuss with us anymore. We understand your feeling and sincerely apologize for all inconvenience that happened on your end. To further help you out, our senior manager will contact you to evaluate the best solution for you. We hope you will consider giving us a chance to do the needful assistance for you, thanks again!

• Initial Complaint

  Date:09/11/2022

  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.

  On Nov 6th, I purchased a one year license for Wondershare recoverit. I had an external hard drive that was corrupt and I was trying to save the data on it. I ran the software numerous times with no results. I was unable to recover my information. I tried to reach support but could not reach anyone, so I uninstalled the program. I also got rid of the drive because nothing I tried worked. I contacted support by phone, and was told since I didn't have a screenshot of the program not working, I could not get a refund. There is nothing in their refund policy that states this requirement, and it does say I have 7 days to request a refund if I'm not satisficed with it. * *** *** **** **** ******* ** * ****** *** ******* ** *** **** **** *** ** *** ******* ***** *** *** ********* ***

  Business Response

  Date: 14/11/2022

  Thanks for sharing your experience. Firstly, I'd like to express our deepest apologies for the inconvenience. We desire every interaction you have with us to be as smooth and as hassle-free as possible, but sadly, we didn't achieve it this time. Please don't worry, Wondershare values each customer's benefits and we'll do our best to help you out. Per your description, please allow us to make a brief explanation as below:
  
  Normally, we will accept a refund request if the customer encounters technical issues that are unable to be solved within 7 days.  We are desperate to fix the problem after knowing you were encountering a problem during using the product, and this is the reason our support may ask you to provide more details (like a screenshot showing the problem and log files, etc) via emails for further troubleshooting, and 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 we have already processed a refund for you on 9 November to take care of your benefit.  We hope you double-check your account to confirm if you have received the money yet. It is regret to know that this product doesn’t live up to your expectations this time. We will continue to do improvements to keep Recoverit to better meet different demands. Meanwhile, we are also doing our best to add more powerful features to this software, and hopefully, you'll be back to us in the near future!

• Initial Complaint

  Date:02/11/2022

  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.

  Order Number: **********************  Order date: 2022-08-05 23:51:22 PDT Grand Total: 52.99 USD I purchased this software to perform optical character recognition (OCR) on several documents. When I started utilizing the feature within the paid version of the software, I quickly realized that it was unable to perform the tasks that I needed it to. I contacted the company and they informed me of their return policy, which is unlike any I have seen before: https://www.wondershare.com/refund-policy.html

  Business Response

  Date: 03/11/2022

  We are sad to hear that you submit a review on BBB for us. Firstly, I would like to present our deepest apologies for the inconvenience that happened on your end. About our refund policy, please allow us to make a further explanation as follows. 
   
  Actually, we accept a refund request if the customer encounters technical issues that are unable to be solved within 30days.  We are eager to fix the problem after knowing users encounter an issue using the product, so our support asked you to provide specific details via emails for further troubleshooting, and this was the reason we didn't process a refund for you in the first place. Seek your kind understanding.
   
  For your case, I have escalated it to our senior support ream for further investigation and they’ll contact you soon, please keep an eye on your mailbox. Thank you!
  

• Initial Complaint

  Date:25/10/2022

  Type:Customer Service 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.

  Purchased subscription to ********* - Data Recovery for *** (CPC), ********* - Bootable Toolkit for *** (CPC), and ********* - Advanced Recovery for ***. I have attempted chatting with tech support and requested a refund as their website says they offer a 7 day money back guarantee but they refer me to fine print. I have made every possible attempt to comply with their technical troubleshooting but it is not working. They are requesting that I send them my PERSONAL VIDEOS to analyze. But first I need to upload to ****** drive and send them a link. Because the video is large it is taking quite a bit of time to upload, which I explained. The support agent then abruptly ended the chat on me and told me to reply to them via email. I do not need a company which I already do not trust to have my personal video. If you are a consumer reading this complaint, please do NOT do business with Wondershare.

  Business Response

  Date: 03/11/2022

  Thanks for sharing your experience. Firstly, I'd like to express our deepest apologies for the inconvenience. We understand it would be very frustrating when you are unable to recover files correctly with this software. Wondershare values each customer's benefits and we'll do our best to help you out. Per your description, please allow us to make a brief explanation as below:
  
  We accept a refund request if the customer encounters technical issues that are unable to be solved within 7 days.  We are desperate to fix it after knowing you were encountering a problem during using the product, and this is the reason our support may ask you to provide more details (like a screenshot showing the problem, the original video and log files, etc.) for further troubleshooting, and this was also the reason we didn't process a refund for you in the first place. 

  Upon checking, we found that our support have already processed a refund for you on 23 October to take care of your benefit.  When we noticed that you wrote a review on BBB, we are so heartbroken. We hope you double-check your account to confirm if you have received the money yet. It is regret to know that this product doesn’t live up to your expectations this time. We will continue to do improvements to keep ********* better meet different demands. Meanwhile, we are also doing our best to add more powerful features to this software, and hopefully, you'll be back to us in the near future!