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Business Profile

Computer Hardware

Wondershare Technology Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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    Customer Complaints Summary

    • 117 total complaints in the last 3 years.
    • 27 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/10/2022

      Type:Billing Issues
      Status:
      Resolved
      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: October 2, 2022 Transactione ID: ***************** Download Insurance Service - 24 months warranty Item# 24 months warranty $4.95 USD 1 $4.95 USD ********* - Data Recovery (CPC) - Yearly Plan Item# Yearly Plan $69.99 USD 1 $69.99 USD Subtotal $74.94 USD Total $74.94 USD Payment $74.94 USD I did not need the program as I solved my issue with the file already. I asked for a refund as I didn't, and wouldn't need it. I was told by email that the refund policy was no refunds unless there was a technical problem but I didn't tell them I couldn't open it because there probably isn't a technical problem and I didn't need to waste time on fixing an issue with a program I did not want just so they 'fix' it and make me keep it. I DIDN'T / Don't want it. I requested the refund within an hour by email. The fact that I'm losing $75.00 is difficult for me. The charge includes a warranty that will be useless as well. I appealed to the company's good faith in refunding the amount, but received the same no-way, read the fine print response. I believe that's horrible customer service and I will pass my experience on to other's so they aren't taken advantage either. If the program had been used at all I wouldn't be seeking a refund. No effort to mutually resolve this has been seen from this company. Additionally I will, as advised by Wondershare, cancel the annual subscription after some resolution has been met. I've read complaints of charges being made after cancellations so I'm trying not to create another issue before this one is resolved.

      Business Response

      Date: 07/10/2022

      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. 

      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.

      To better take care of your concern, I have escaluated your case to our senior support team. They will further investigate it and then provide the final solution for you via email as earlier as possible. Your patience is highly appreciated!

      Customer Answer

      Date: 08/10/2022


      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. They have promised a refund. 

      Sincerely,

      ***** ********

    • Initial Complaint

      Date:20/09/2022

      Type:Product Issues
      Status:
      Answered
      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/downloaded license to fix an ****** 12 mini, guaranteed to work or refund to be issued. The said software did not in fact work and I requested a refund in which case I was told "we did not take your money". They did, however as I see from the multiple post here this is their standard of business. WonderShare/*** ****, is a complete 100% ****** so I can only hope other are not dupped by this.

      Business Response

      Date: 20/09/2022

      Sadly to know you rate us a bad review here. Firstly, I'd like to present our deepest apologies again for the inconvenience that happened on your end. We understand your feeling, it would be very frustrating if you were unable to run ******* in the way you expected. We desperately hope to fix the problem, so our support team requests you to provide more details (like a screenshot showing the problem and the specs of your mobile devices, etc) for further analysis, and didn't process a refund for you in the first place. Seek your kind understanding.
       
      To take care of your benefit, actually, my colleague Jaycee already reported your case to our senior manager to get permission to process a full refund yesterday, and the money would be back in your original account within 5-7 days, please keep an eye on it.

      if you need any other further support, please feel free to email us back and we will be happy to help!

    • Initial Complaint

      Date:15/09/2022

      Type:Product Issues
      Status:
      Answered
      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.
      SOFTWARE PURCHASED FOR DATA TRANSFER IS DEFECTIVE AND HOURS OF TECH SUPPORT DID NOT SOLVE ISSUE - REQUESTING A REFUND BUT BEING STONEWALLED

      Business Response

      Date: 20/09/2022

      Sadly to know that you rate us a bad review here. Firstly, I'd like to present our deepest apologies for the inconvenience that happened on your end again. We understand your feeling, it would be very frustrating if you were unable to detect the devices with Dr.**** in the way you expected. But as I explained to you, we are desperately hope to fix the problem, so our support team requests you to provide more details (like a screenshot showing the problem and log files, etc) for further analysis, and didn't process a refund for you in the first place. Seek your kind understanding.
       
      To take care of your benefit, actually, my colleague Migs already reported your case to our senior manager to get permission to process a full refund for you. Upon checking, we find that your order number ********************** was refunded successfully on 16 September 2022. Besides, we have send the refund proof to you by email. If you still have doubts, please feel free to reach back to us and we will be happy to help! 

    • Initial Complaint

      Date:15/09/2022

      Type:Billing Issues
      Status:
      Answered
      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 surprised when I bought the lifetime version and then saw a charge on my credit card for 20.99. I wasn't notified about this. If you buy a lifetime version of the software they automatically start charging you a monthly plug in fee--I couldn't get a refund and had to dispute it with my credit card.

      Business Response

      Date: 26/09/2022

      We are sad to hear that you submit a review on BBB for us. For your case, please allow us to make a further explanation as below. 

      Upon checking, we find that you subscribed to a bundle plan including a Perpetual license for ******* and a 7-day trial subscription for Effects & Plug-ins by default. In order to bring a more cool experience, we have done our best to achieve providing Effects & Plug-ins (***** ** * ******* ** * ********* * ** ********) for users to option, it would be free for use within 7 days and the user will be automatically charged monthly if you don't cancel it before the trial duration ends. This is the reason you were auto-renewed 20.99 USD for them this month. To avoid any trouble caused by it, we have especially provided an option for customers to uncheck the Plug-ins on the subscription page. Meanwhile, we'll send a reminder email to the customer before he/she is auto-renewed. 

      Actually, our support already canceled the auto-renewal for you (***** *** ******** *********** and you'll not be billed in the next period again. Back to your refund request, our senior support team will do a further evaluation and keep you updated once there is any news, please keep an eye on your mailbox. Thank you!
       
      If you need any other further support, please feel free to reach back to us and we are always happy to help!

    • Initial Complaint

      Date:23/08/2022

      Type:Product Issues
      Status:
      Answered
      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.
      In 2017 I purchased a lifetime group license for Wondershare's video editing software "Uniconverter". I recently downloaded the latest software version (v14) - and my license would not work. Upon calling tech support they said my licenses were only being honored to version 12 (which I could still download). This is clearly not a lifetime license - and version 12 of their software will likely not work within a year or two as the *** ** (operating system) - continues to evolve with new technology and changes in their basic coding. When I mentioned this to their customer support they said I could buy version 14 at a discount.

      Business Response

      Date: 23/08/2022

      Thanks for sharing your experience. We sincerely apologize for the inconvenience that happened on your end. Wondershare values each customer's benefits and we care about the voice of each user. In line with your concern, please allow us to make some explanation as below.

      A perpetual license is a one-time payment, which means the user owns the software for a lifetime and has free minor updates within this version. This is the reason you might need to pay for major upgrades (like UniConverter 14). In order to bring more cool and powerful features to our users, we are always doing our best to improve the product. Meanwhile, we provide discount offers for our users to upgrade to a major version in order to support them especially. Also, we also provide technical support for free forever. Seek your understanding based on our large investment of time and energy. 

      For your case, I have escalated it to our senior support ream and they’ll further evaluate your refund request and keep you updated soon you, please keep an eye on your mailbox. Thank you!

      If you need any other further support, please feel free to contact us at ******************************** and we will be happy to help!

    • Initial Complaint

      Date:16/08/2022

      Type:Product Issues
      Status:
      Answered
      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 Confirmation # ******************  Purchased 8/15/22 Purchase price $79.99 I purchased this program for its photo removal tool. Upon purchase, it turns out that tool is not included in the program. I was told after contacting them that I cannot receive a refund because it states it is not part of the program. This is only presented if you click on the black question mark after the “get access to all features” the key word is “all”. * ******* **** ** ********* ********** *** should read “most” features. The response sent to me was a screenshot with an arrow pointing what happens when clicking on the black question mark. Why would I have a question about “access to all features” and clicked it. **** * ********* ****** *** ********* ******* Their responses include links to their refund policy and I have been denied a refund twice.

      Business Response

      Date: 21/08/2022

      We contacted the customer and send an invitation for remote access to further look into the case directly on 3 August, please check the attached screenshot. However, there is no further feedback from him if it is accepatlbe or he insists on a refund.Please advise the customer to check his/her mailbox and then give us feedback. Thank you!

    • Initial Complaint

      Date:09/08/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Wondershare has been charging monthly subscription without me being aware and I have never used the product. I request for the refund for the last 6 months they have charged and have not refunded my money.

      Business Response

      Date: 23/08/2022

      We are sad to hear that you submit a review on BBB for us. For your case, please allow us to make a further explanation as below. 
       
      Upon checking, we locate you subscripted to a monthly plan for Repair - Video Repair since February. Normally, the auto-renew will go on if you have not canceled it manually, and this is the reason you were charged each month from March to July. However, we sent a reminder email to the customer before he/she is auto-renewed each time. Meanwhile, we have specifically noted this point on our subscription page. Seek your kindly understanding.

      Wondershare values each customer's benefits and we are always doing our best to provide humanized service, this is the reason we processed a full refund for your order number ********************** charged in July and ********************** charged in June to support you especially. Regarding your request to issue a refund for all of your subscriptions that far exceed our refund time limit, sorry to say we are unable to accept it. Here is our refund policy for your reference.
      https://www.wondershare.com/refund-policy.html
       
      If you need any other further support, please feel free to contact us at ******************************** and we will be happy to help!

    • Initial Complaint

      Date:22/07/2022

      Type:Product Issues
      Status:
      Unresolved
      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 Wondershare's *********** product on July 16, 2022 for $42.79. Order # ********************** (see attached invoice). I attempted to use the product to restore a backup file to my mobile phone. The restore did not work. I immediately contacted Wondershare via their online customer service chat and provided them information about the problem. Wondershare's website says they have a "***** ***** **** *********", so I requested that they immediately refund my purchase. They have responded to an email I sent, requesting additional information about the problem. But they asked for a screenshot or video of the problem. I have no screenshot because the app being restored to ends up in the same state as when I start; that is, the restore of the file does not work and nothing changes. I told them I have no way to send a video of the process. I sent them a log file that I had also sent to the customer service person I chatted with. I again requested an immediate refund, since the product did not work as expected. Thank you.

      Business Response

      Date: 03/08/2022

      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 below. 
       
      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 may ask you to provide more 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 and they’ll further evaluate your refund request and keep you updated soon you, please keep an eye on your mailbox. Thank you!
       
      If you need any other further support, please feel free to contact us at [email protected] and we will be happy to help!

      Customer Answer

      Date: 03/08/2022


      Complaint: ********

      I am rejecting this response because:

       

      The business emailed me privately, asking that I remove my complaint/comment from the Better Business Bureau site before they will issue me a refund.

      I do not intend to remove my complaint.



      Sincerely,

      ******* *****

    • Initial Complaint

      Date:30/06/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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: June 28, 2022 Amount paid: $54.95 Website promised a 7-day return window; I cancelled subscription within 30 minutes of purchasing once realizing the product would not work the way I wanted it to. No refund was issued. I called when the refund had not been issued after 24 hours and was told I would not be able to get a refund. I asked to speak with a manager. They said I could not. I tried to request a refund again, but they denied. Order Number: ********************** 

    • Initial Complaint

      Date:16/06/2022

      Type:Order Issues
      Status:
      Answered
      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.
      24 hrs ago I bought ***********. I used the free version to back up my phone before erasing it to give to my son. I bought the program to retrieve my backed up app data, specifically my google authenticator 2FA codes, to my new phone. The 2FA codes didn't transfer. On the checkout page there is a statement "** ******* **** ****** ****** * ***** ** *** ******* ****** *** *** ************ *** ************ ***** **** ************ ******** *****" Within that it states "******* ************** **************** ***** ****** ********* ***** ************ ****** *** *** ****** **** ************ ******* **** ** ** ********** ******** ******** **** *** ******* **** ******* **** ******** ***** *** *** ** **** ********** ***** ****** *** *** ******** *** * ****** ***** *** ****** ****** **** ******* ******* ** *************** *** ****** ****** **** *** ***** ** ************ ******** ************* ** *** ****** ***** ************ *** ************ ****** **** ********** ************ *********** ** ********** *** *** * ******* ** ****** ***** *** *** ***** *** ********** ** ***** ************* *** ************ ****** ********* *** *******." They have a plaque at the top of the checkout that says "30 day guarantee". I contacted customer service and they stated that there is a different policy that says "** **** ***** * ****** ** * ********* ***** ** ************* ***** ****** ** ********* ** *** ***** **** ** ****** ** ******** ** ***** ** ** ***** **** *** ******* ****** ** * ****** ** ****." That's not a 30 day guarantee. They had me send logs from the app so they can determine if there is an issue. The agent "escalated" my logs to engineers to determine if I can get a refund. They had no way of sending me a copy of our chat. They had no way to refund my purchase despite the 30 day guarantee. They wouldn't give me an agent's name or a supervisor's name. They would get back to me in an email with their decision.

      Business Response

      Date: 22/06/2022

      We are sad to hear that you submit a bad review 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. 
       
      Kindly note that 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 may ask 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.

      Upon checking, we locate our support has already processed a full refund on 20 June, and the money should already be back in your account, please keep an eye on it. If you need any other further support, please feel free to contact us at [email protected] and we will be happy to help!

    Wondershare Technology Inc. is NOT a BBB Accredited Business.

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