ComplaintsforHeadspace USA

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Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an annual subscription to Headspace on Apr 29, 2023 in the amount of $69.99. The subscription renewed automatically for another year on April 29, 2024. Contrary to Best Business Practices, the company did not notify me that the subscription was about to renew, and also did not notify confirmation of the renewal. I only discovered the charge by chance after looking at my credit card statement. Despite the fact that I had already paid for a full year, customer service refuses to refund the amount for the additional year, and is also not willing to at least refund the remaining 10 months. This is a highly unethical practice on the part of Headspace. Transparency and honorable customer service would have far more value to the company than using a scam approach to hustle $70 from unsuspecting customers.
Business response
07/01/2024
Hello BBB of **************,

I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.

First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.

After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.

Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.

Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.
Customer response
07/05/2024

Better Business Bureau:

Thank you for providing a way to ensure that companies operate with transparency and via fair business practices.
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
05/30/2024
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 had a trial of the service that I did not end up wanting. A week before the renewal date they sent me an email about my trial ending. This email had a large button that said "Cancel your subscription". After clicking, the android app opens, loads, and redirects to the main page of the application. Generally when clicking a button like this, the expectation is that it will cancel any subscription linked to the account. No further information or input was given, indicating that this was a straightforward cancellation. A week later, I recieved a receipt for a one year subscription to the service. I immediately emailed customer support, and they replied the next day. I let them know I had used the cancel subscription option in the email they sent me, and asked for a refund as I had attempted to cancel and had not used the service at all. They repeatedly asked about if I'd recieved a confirmation of cancellation email and would not address my refund request. They did not acknowledge that the "Cancel my subscription" button in the initial email did not work properly. They recommended that I dispute the charge with my bank.This cancellation process seems to be either bugged or intentionally misleading. I had not used the service at all, attempted to cancel a week before the renewal, and contacted support immediately about the error - all things that should be considered when it comes to charging me for a full year subscription. Their initial email clearly indicates that selecting the "Cancel your subscription" option should be enough to cancel any subscription. If it was just a technical error, a refund request within a few hours of an annual subscription is reasonable. They refused to acknowledge this issue, and left a bank dispute as the only option (I can't start one yet, and should not have to). This seems intentionally misleading, confusing, and difficult in an attempt to force a subscription. I should not have to pay for a service I cancelled and have not used.
Business response
06/03/2024
Hello BBB of **************,

I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.
Initial Complaint
05/29/2024
Complaint Type:
Billing 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.
charged on the day free trail ended and refuse to refund, totally fraud
Business response
05/30/2024
Hello BBB of **************,

I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.
Initial Complaint
05/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged a fee of $69.99. I would like the refund ASAP. I feel I was deceived with this unsuspected charge. I notified Headspace about this immediately (the day of charge).
Business response
05/07/2024
Hello BBB of **************,

I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.
Customer response
05/08/2024

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
04/25/2024
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 recently downloaded a trial subscription of the Headspace app on my iPhone. A few days following this I went through my phone and cancelled a number of subscriptions that I do not use on my iPhone. These subscriptions are generally all managed on the Settings / Subscriptions tab for the iPhone. I accordingly thought I had cleared my phone of all paid subscriptions at that point, including Headspace. Out of the blue, with no advance notice, I received a fully annualized charge for the Headspace app. At this point I discovered that they do not run their subscription charges through Apple, but force you to leave their app and log into a desktop browser to cancel their subscriptions in a non-descript and essentially hidden browser tab. I immediately emailed the business notifying them that it was not my intention to maintain my subscription and requested that they refund the charge they had just pushed through on me as I had no desire or intent to use their services. They refused to reverse the charge, which has, in turn, led me to me lodging this complaint.
Business response
04/25/2024
Hello BBB of **************,

I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.
Initial Complaint
04/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I agreed to Headspace terms because I was led by their advertising to believe they had therapists to assist me. I had to agree to get into the app and make the appointment. Within 5 minutes I could see the scam. They didn't have therapists for two months. This means I would have to pay two months fees before I ever saw a professional. I was given a "coach". This is a non educated person who definitely does not require a degree nor does it command the $130 monthly fee to talk to. I cancelled within the 5 minutes and immediately began chatting to express my distrust and stated I did not want to pay for a service not rendered. I was put off for days while their member support fooled around with no answers. I was eventually billed and because I value my credit score I paid. This is false advertising and I have the screenshots (which I sent to *************************************** and the emails to that email. This is unethical behavior that has compiled the stressors that I was seeking help for.
Business response
04/22/2024
Hello BBB of **************,

I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.
Customer response
05/02/2024

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
03/08/2024
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 downloaded the app for the free trial for one day. I never agreed to pay for an annual subscription. On March 4, 2024. I contacted my bank to dispute the charge but I was charged $69.99 for an annual subscription I never agreed to. They attached my ****** pay to the account and although I cancelled the fee trial, they still charged me through my ****** pay account and now I have an over draft fee on my bank account. All I want is a refund. I'll never use the app, I deleted the app the same day it was installed and was still charged their annual fee.
Business response
03/11/2024
Hello BBB of **************,

I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.
Initial Complaint
01/17/2024
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.
Signed up for trial, cancelled on app but it wasnt fully cancelled. Was charged an annual fee. Reach out to customer service, refused to respond, when they finally responded they refused to provide a refund despite it being their process issue. Plenty of customers are experiencing this issue.
Business response
01/30/2024
Hello BBB of **************,

I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.
Initial Complaint
01/17/2024
Complaint Type:
Order 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.
After a free trial, I purchased an annual subscription to Headspace on September 18, 2023 for $69.99. On January 1, ****, my access to Headspace was denied and I was instructed to start a free trial. Ive attempted to contact Headspace through
Business response
01/30/2024
Hello BBB of **************,

I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.
Initial Complaint
01/03/2024
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 signed up for a 60 day free trial, canceled my account last month to which an employee said I would receive a confirmation email to follow up. I never received it. After that I assumed it was fine anyway. I just got charged $69 for the annual plan which I didnt even have to begin with. I emailed again to ask for a refund and to cancel my account again and actually cancel it this time. The are refusing me a refund and are offering an extra 2 months free which I do not want. The app is useless and it is a stressful and inconvenient cancellation process. My account is now overdrafted because of this and on top of it its on Christmas, my holidays are now ruined. I just want my refund back and my account cancelled for good, that is all.
Business response
01/04/2024
Hello BBB of **************,

I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.

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