Complaints

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:09/27/2024

  Type:Order 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.

  I contacted SPS Commerce on 8/29/24 regarding a request to downgrade my monthly plan. I heard nothing from them for a week, so I recontacted them. I receieved a response on 9/19/25 with the following: FROM SPS: "On review, I see you're currently allotted ***** documents annually. Over the last 12 months, you have used 595 documents. I have attached a Document Volume Report for your review. I'm happy to assist you in reducing your document count. Please note any changes made to your agreement will be effective when your agreement renews on 4/21/25. With your current volume, I would recommend a new allotment of 700 documents annually, would this meet your business needs?"I wrote back to them on 9/19/24 and told them I expect the billing to be adjusted for the month of September billing, and not wait until 4/21/25 since I do not need this volume of service. The business has ignored my emails and hasn't provided an option to change my service to a lower cost plan. I want the plan with 700 documents annually as SPS mentioned effective immediately, and I need to know the monthly cost of this since SPS has ignored this question as well. I would like BBB to assist me in receiving timely communication through email so this plan can be changed and resolved this billing cycle, September 2024. I am disputing the charge of $707 with my bank and will continue to do so until SPS Commerce is willing to edit and change my plan to meet my business needs. Regards,**** ****** Star Point Horsemanship

  Business Response

  Date: 10/01/2024

  Hi,

  Thank you for reaching out to SPS Commerce. Our team sent an email yesterday to address any additional questions. All invoices are valid per the terms of your signed agreement. Our team is available to answer any follow up questions that you may have. 

  Thank you, 

  Customer Answer

  Date: 10/02/2024

   I am rejecting this response because:
  
  This is a standard response that does not solve my problem. I have not received any email with pricing, a new package option, or an immediate solution. 

   

  I will not accept SPS Commerce ignoring my requests for a new document plan package. I want a new price package for the 700 forms affectively immediately this billing cycle, or I will continue to dispute the charges with my bank. 

   

  The lack of communication from this company is not acceptable. They do not explain terms or contracts correctly. 

  Business Response

  Date: 10/04/2024

  Hi,

  Thank you for reaching out to SPS Commerce. Our Contract Management team sent an email out through the assigned case number earlier this week. We would not be able to offer an earlier reduction due to when the notice to reduce was received. All invoices are valid per the terms of your agreement. 

  Our team will reach out again to address your agreement in greater detail. 

  Thank you, 

  Customer Answer

  Date: 10/12/2024

   I am rejecting this response because:
  

  I will not accept the contract with the effective date being 4/21/25. I want the new rate for my business needs to take effect immediately next billing cycle. I will not accept anything less and will not close the compliant with BBB until this action is taken on my account. I am not going to continue to pay for a service I do not need. 

  The sales team sold this package to me and did disclose the 12 month agreement terms. This was false information to your customer. I am not going to honor an agreement I was not aware of. 

  Moving forward, I will agree to a 12 month contract on the new rate you quoted me. I am happy to do this because it will be the package my business needs from your business. I am not going to overpay for a package that was misleading and excessive for my needs so your sales team can earn a commission and disregard my business needs after the fact. 

  I expect the next response to be attending to my needs and setting up the new rate for 12 months for my account. 

   

  
  

• Initial Complaint

  Date:09/04/2024

  Type:Order 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.

  When entered into business with them the services I signed a contract for were not rendered as promised. I attempted contacting multiple times via email and phone calls with little to no response, I was given phone numbers for managers multiple times that only lead to voicemails with no returned calls. I then canceled the contract but was still billed monthly on it. Was forced into a settlement even thought they did not uphold their end of the contract in the first place.

  Business Response

  Date: 09/09/2024

  Hi,

  Thank you for reaching out to SPS Commerce. When the agreement was signed, an implementation project was created and an analyst was assigned. Invoices were billed per the terms of your agreement and when the cancellation was received. Our Payment Solutions team reached out to help coordinate a settlement. 

  Our team will be reaching out to you to discuss this further and to answer any questions.

  Thank you, 

• Initial Complaint

  Date:08/18/2024

  Type:Order 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.

  We stopped using 2 channels in this service and I requested their removal more than 30 days before the annual automatic renewal. I was told that remove requests must be 60 days before 1 year contract renewal or it automatically renews for another year. This is not a fair practice. It's not right to charge me another 12 months x 2 accounts for channels that I am not using. I would like these channels closed, refunded for the months I was charged for these unused channels, and open channel contracts updated with this unfair clause removed.

  Business Response

  Date: 08/22/2024

  Hi,

  Thank you for reaching out to SPS Commerce. After reviewing with our team, we can confirm the cancellation was submitted. All invoices have been billed per the terms of your signed agreement. The cancellation clause was included in the signed agreement. I will be reaching out directly to address this in further detail. 

  Thank you, 

  Customer Answer

  Date: 08/22/2024

   I am rejecting this response because:
  Despite my previous communication, the issues remain unresolved. The unfair terms continue to be enforced, I am still being charged for channels I do not use, and no refund has been issued.
  These three matters must be addressed immediately. It is both unjust and unreasonable to continue billing me for services I am not utilizing. The 30-day notice period is more than sufficient for me to notify you of my intent to cancel, and I expect these concerns to be rectified without further delay.

  
  

  Business Response

  Date: 08/30/2024

  Hi, 

  Thank you for reaching back out. Our team reached out through email to address your complaint in further detail. All outstanding invoices are valid per the terms of your signed agreement. The cancellation clause was included in the signed agreement, so we are unable to remove this. 

  Our team is happy to answer any further questions. 

  Thank you, 

• Initial Complaint

  Date:01/16/2024

  Type:Billing 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.

  I have identified certain transactions on my consumer report to be a result of identity theft. I confirm that I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. Therefore, I am requesting that the reporting of this information be removed, blocked, and deleted within 4 business days from the receipt of this letter. Account Name: SPS Account Number: ************Sincerely,****************************************

  Business Response

  Date: 01/17/2024

  Hi,

  Thank you for reaching out to SPS Commerce! I am going to send you an email in a moment to gather some clarifying information.

  Thank you, 

• Initial Complaint

  Date:12/21/2023

  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.

  The contractual agreement we signed with SPS involved paying for their EDI capabilities to keep us in compliance with our dropshipping vendor partner. The engagement began in April with production (and payments to SPS) beginning in June. The services rendered never achieved the compliance we were promised by SPS and after 4 months with no progress to show, we submitted our cancellation notice to them and requested a refund for what we had paid as they had still not delivered their promised results. Not only did they quickly deny our refund request without any willingness to discuss or understand the problem, but they continued to bill us for two more months and are demanding payment for this as well. After dozens of emails stating we never received the services we paid for, SPS is refusing to acknowledge it and is now threatening to send the latest two unpaid invoices to third-party collections. We have been in business for nearly 3 years and we have dealt with dozens of vendors and suppliers with no problems. We have never had any delinquent payments, no bad debt (or any debt at all for that matter), and have an outstanding credit score. After checking out SPS's reviews on the BBB page, I read many terrible (and recent) reviews that sound exactly like the situation we're in now. We are a small business and don't have the resources to contest this in court. I would really appreciate some help and involvement from the BBB to address this with SPS as there seems to be a trend in the way they do business with us and other clients. This type of deceptive advertising and empty promises for services that are not fully rendered creates a dangerous environment for small companies and start-*** like us.

  Business Response

  Date: 12/26/2023

  Hi, 

  Thank you for reaching out to SPS Commerce. My initial review indicates the invoices paid and the outstanding invoices are valid per the terms of your signed agreement. If there are outstanding invoices and you need assistance with making a payment, our Payment Solutions team can help. I will be reaching out to you shortly. I am happy to answer any questions and provide additional information regarding your invoices.

  Thank you, 

• Initial Complaint

  Date:10/11/2023

  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.

  My company, ************* registered in ******** since 2019, was informed in Jan 2023 that we owed SPS Commerce $416 for services provided from Oct 2022 to Jan 2023. At this time I informed SPS Commerce that we had called SPS and cancelled their service in Oct 2022. However, they had no record of a cancellation so SPS went to a collection agency, ************************* in the first half of 2023 to obtain the $416. With no proof that we had cancelled in Oct 2022, ****** was forced to mail SPS a check in July 2023. On August 1, 2023, that check was cashed. Now in Oct of 2023, ****** has received another letter from the same debt collector, ************************* that ****** owes SPS Commerce $416 plus $24.67 in interest. We called Transworld and they confirmed that they were notified by SPS Commerce that ****** owes $416 on Sept 20, 2023. We called SPS Commerce about this new debt collection and were told, "We will get back to you". ****** requests to correct our credit report. We owe SPS Commerce nothing.

  Business Response

  Date: 10/16/2023

  Hi,

  Thank you for bringing this to our attention. I am working with our Payment Solutions team and we can confirm that there is nothing else owed to SPS Commerce. You should be hearing back from our Payment Solutions team who will confirm this for you as well.

  Thank you, 

  Customer Answer

  Date: 10/16/2023

   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.  I will add that I'm disappointed that I had to reach out to the BBB in order to get resolution when SPS Commerce could have resolved this many weeks earlier.

• Initial Complaint

  Date:08/15/2023

  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.

  We are writing to express our frustration regarding the ongoing SPS Commerce implementation project. Despite having commenced the integration with three commerce hub partners in January 2023, we are disappointed to report that the implementation is still not finished, well beyond the expected completion date (March 1st, 2023). Our team has dedicated significant time and resources to facilitate a seamless integration with SPS Commerce, hoping to enhance our business processes and strengthen collaboration with our 3 commerce hub partners ******* *********** ********** However, the continuous delays have severely impacted our operations, customer satisfaction, and overall business performance. The lack of timely communication and transparency throughout this process has added to our growing frustration. As a result of the prolonged implementation, our company has faced numerous setbacks and financial implications. We have had to divert valuable resources from other critical projects to support this integration, and our ability to meet our clients' expectations has been compromised. We have reached out to your team on multiple occasions seeking updates and clarification, but the responses have been vague and unsatisfactory. This lack of accountability and ownership on the part of SPS Commerce has been incredibly disheartening. Our business and reputation are at stake, and it is imperative that we have a fully functional integration to uphold our commitments to our customers and partners. We have expressed this to any supervisor that would listen, and also the *** site. Everyone says they are committed to getting it completed but it all ends up the same. Nothing is finished, and they stop communicating. We trust that you will prioritize our concerns and take immediate action to ensure the timely completion of the SPS Commerce implementation.

  Business Response

  Date: 08/21/2023

  Hi,

  Thank you for reaching out to SPS Commerce. Your feedback has been relayed to the Manager of your Implementation team. There is a high level of visibility into moving your project along. They have been in touch with you to communicate this information and any further questions can be relayed to them directly. They are looking forward to working with you on project completion.

  Thank you, 

  Customer Answer

  Date: 08/22/2023

   I am rejecting this response because:
  As of today we are still not progressing. More of the same, promises to complete and communicate, then nothing. Our key person at SPS doing the work, is now going on vacation Friday so my guess is this will now be pushed into September. Unacceptable. 
  
  

  Business Response

  Date: 08/25/2023

  Hi, 

  Thank you for reaching out. I have elevated your concerns to Management. They plan on communicating next steps and additional resources on Monday. SPS Commerce is committed to helping you complete your integration.

  Thank you, 

• Initial Complaint

  Date:06/27/2023

  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.

  I have been a client of SPS Commerce since 2021. I have tried countless times to reach the correct person to automate my Purchase Orders, but no one ever responds and finishes the job, so I'm not getting what I'm paying for. I need the correct tech person to finish the job and automate my Purchase Orders to my warehouse ASAP, or I will not close this BBB case. This is simply automating the 940/945 forms correctly, which is what I've been paying for the last 2 years and have not received. I have called and emailed multiple times within the last 6 months and I get zero attention or resolution to this very important matter.

  Business Response

  Date: 06/28/2023

  Hi,

  Thank you for reaching out! I am going to be sending an email shortly as I wanted to gather more information regarding what's still outstanding along with looping in technical resources on our side. 

  Thank you, 

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair 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.

  My company, BallQube, began working with SPS Commerce in June 2021. They were to integrate their EDI platform into our NetSuite software so that our customers using EDI could send their orders into our system. Also, SPS was supposed to integrate our WooCommerce website orders and also Amazon orders into NetSuite. Our project manager was *******************. The project seemed to hit a standstill by fall 2021 and whenever I had questions I was supposed to reach out to a person named ******. It was difficult to communicate with *** and ******. On 11/11/21, *** emailed me to say she was leaving SPS and my contact was ****** who wasn't a project manager. So, when *** left, SPS didn't assign a new project manager to us. They just left us with *******On 2/11/22, I reached out to ********************* to make him aware our integration was incomplete. **** responded: Let me see what I can do to get this to the right person. I never heard from him again after that. ******'s response to every issue we had was that we needed to read a guide and complete a task instead of him doing his job of completing our integration. Basically, I felt like he was making me do his job instead of him doing it. I am not a software engineer which is why I needed SPS to complete this task of Netsuite integration. SPS failed us by not assigning a new project manager who would stay in communication and ensure our Netsuite integration project was completed. They charged $500 monthly for a software project that was left incomplete and unusable and they never showed any concern that the project was not finished. Now they have sent me to collections because I quit paying their $500 monthly invoices because they failed to provide the Netsuite integration I was promised by them. I reached out to ***************************** yesterday because she was my initial sales person back in May 2021. She just referred me back to the collections people. Whenever I've tried to contact anyone in a position of management they send me a non-actionable response.

  Business Response

  Date: 06/28/2023

  Hi,

  Thank you for reaching out. Your account has been moved to collections based on your outstanding balance. I am not able to engage with you on this going forward. Please work with our collections contact to resolve anything else that's outstanding.

  Thank you, 

  Customer Answer

  Date: 06/28/2023

   I am rejecting this response because: you see that, once again, SPS completely ignores that they never finished the NetSuite integration. I have a valid reason for ceasing endless $500 a month payments to them. Please ask them to provide a copy of the contract because when I search back through my emails I can't find where they ever provided me with that.
  
  
  

  Business Response

  Date: 07/05/2023

  Hi,

  Thank you for reaching out. I will be sending an email shortly with more details on this. As noted, your account has been moved to collections based on your outstanding balance and our collections contact will be best equipped to help answer any questions. 

  Thank you, 

• Initial Complaint

  Date:05/22/2023

  Type:Order 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.

  Paying monthly for a subscription I wanted to cancel. Subscription was asked for by another vendor. EZB solutions. After over a year of nothing working wanted to cancel all.

  Business Response

  Date: 05/24/2023

  Hi, 

  Thank you for reaching out! I did review and it looks like a cancellation is in process. I will be sending an email shortly to confirm if there are any further questions on this. 

  Thank you,