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Business Profile

App Developers

Lensa Ai: Photo & Video Editor

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in App Developers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:12/23/2024

    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.
    I was under the impression I got a trial version of this app. I was later charged ***** the same day. I could have sworn I had the trial. I also do not plan to use the app. I was seeing if it would serve my purpose for an image I was editing and it did not. I planned to later cancel the subscription. The app did give the option to have a trial where I switch to trial, and perhaps I did fail to check that I wanted the trial -- who wouldn't, by the way? According to the refund policy, they "may" give one within 14 days of purchase. I have requested a refund and have not gotten one yet. I explained what happened and I have not heard a response. Refund policy here: **********************************************************, this was purchased through the ***** on their app store, and I was to go through them first and the refund was denied. Apparently, their terms and conditions are that all sales are final. This is not a good policy as mistakes do occur for one, and two, they should be able to check that I have not used the app since the first day. This is a steep amount of money, so it's harder to let go. Thank you for any help.

    Business Response

    Date: 02/20/2025

    Dear BBB,

    Thank you for bringing this issue to our attention. We take customer feedback seriously and always strive to provide a clear and supportive resolution.

    Please, be kindly assured that we always pay great attention at making our applications terms of use as transparent and informative as possible. We have comprehensively described all the terms and conditions for the trial period, and consequences of its expiration in Section 8 of our T&Cs (********************************************************************************************************************), and also we have provided the relevant information on refunds in our published Refund Policy (***********************************************). Both documents are always available to the users before registration of the account, and commence of the trial period.

    Also, please be kindly informed that although the complaint was filed on December 23, 2024, we only received the notification about it on February 18, 2025. We regret any delay in our response, and we have addressed the situation as promptly as possible upon receiving the *************** response to the submitted complaint, we would like to kindly clarify that the subscription in question was purchased via the Apple AppStore, and all transactions related to the app are handled directly by *****. Unfortunately, as a service provider, we do not have the technical capability to access or manage these transactions, including issuing refunds. It is transparently specified in our Refund Policy (***********************************************), which also stipulates the necessary steps to request a refund directly from Apple, as outlined below:

    1.    Visit *********************************.
    2.    Sign in using your Apple ID and password.
    3.    Select the Report or Report a Problem button next to the subscription in question.
    4.    Follow the instructions to submit the refund request.

    We understand that the user may not have intended to be charged for a full years subscription, and we empathize with her situation. However, as the transaction was processed through *****, we do not have the ability to issue a refund ourselves, and we have clearly communicated this limitation as described above.Please kindly note that our response was timely, and we provided the user with all necessary instructions for submitting her refund request. We remain committed to assisting customers in the best way possible within the constraints of our system.We appreciate your understanding in this matter and hope this clears up any confusion.

    Sincerely,
    **** *******
    Lensa Support Team

Lensa Ai: Photo & Video Editor is NOT a BBB Accredited Business.

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