ComplaintsforHeadspace USA
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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased an annual subscription for "headspace" services with auto-renewal. It is an *** app purchased from Apple. We no longer needed the service and believed we cancelled the automatic subscription through the app. We were not provided an email confirmation. This was several months prior to the auto-renewal date.On August 1, 2024, we received a charge on our credit card from Headspace. We were not provided any warning that there was a pending automatic renewal. We contacted Headspace for a refund, but they refused. Headspace specifically cited our inability to produce proof of an email cancellation. It is our belief that Headspace allows users to believe they have cancelled an automatic renewal through the *** app, but then charge the unknowing customer with another renewal charge. We also did not receive any notification of the auto-renewal prior to the charge on our credit card. We are seeking a refund of $69.99.Business response
08/08/2024
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
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 24 July 2024, I found Headspace via a ****** search for guided imagery. Their website has an article about guided imagery and states they provide it. I purchased a one- year subscription for their app at 10:56pm MT for $41.99 (exact time based on emailed receipt ). I was then unable to find any guided imagery offerings in the app. I canceled my subscription at 11:05 pm MT (per the cancelation receipt email ) and was notified the cancelation was effective as of 24 July 2025. I immediately sent an email stating I canceled because the app didn't contain what they advertised. Since I canceled within minutes of subscribing and because they didn't have what was advertised, I feel my money should be refunded. I received a reply on 25 July 2024 stating that I didn't cancel within the cancelation window and therefore would not be refunded. When I asked how minutes after the purchase could be outside the cancelation window, they stated the window is 2 days before the automatic renewal is set. I asked how I could possibly cancel before subscribing and received no reply. I intend to dispute this via my credit card's dispute process but can't do so until the payment is finalized. I informed them I intended to dispute the payment because I feel this purchase was made based on false advertising. I also told them I would post this incident in their reviews and notify the BBB in hopes they do not take advantage of someone else. I have not posted a review yet in case it would impede this process.Business response
07/26/2024
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
07/29/2024
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.To their credit, they responded to me very quickly after receiving the complaint from you and the refund has already been processed.
I was hoping they would address my concern regarding the misinformation that led to this incident, which they did not, but I will let that go since it no longer affects me personally.
Thank you for your assistance in this matter.
Sincerely,
***********************Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 9, 2024, Headspace USA withdrew $95.88 from my checking account for an annual renewal. I cancelled Headpace last year after a similar experience where they have me registered under an email address that is not mine. Plus, I am not interested in their service. I clarified this last year with them and they said they would fix it. They did not. So, I am being billed again for a service that I dont want or use. I have tried to resolve this with Headspace to no avail. They told me that I still have a membership until 7/08/25 that I have to pay for. Again, they have an incorrect email address for me so if they are sending me anything, I dont receive it. I want a refund. Their customer service is a problem. I dont know how this is ethical.Business response
07/23/2024
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
07/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I signed up for Headspace app and after the trial period I cancelled the subscription. I requested the refund of $69.99 ANNUAL charge. I sent them an email and they said they were not going to refund my money.Business response
07/18/2024
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
07/23/2024
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
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Annual Membership Subscription Problem:I signed up for a free trial of Headspace on Jan 30, 2024. During the sign-up process, I was required to provide my **** card details to activate the free trial. Despite my intention, I was charged $89.99 for an annual membership on Feb 13, 2024, even before the free trial ended without any warning or explicit permission! I immediately cancelled my membership and contacted their customer service to request a refund, explaining that I did not authorize the charge. Despite my prompt communication, Headspace refused to issue a refund.I believe this charge was made without proper authorization, and I am seeking a full refund for the amount charged on February 13, 2024.Business response
07/03/2024
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.Customer response
07/09/2024
Complaint: 21926297
I am rejecting this response because:
I'm looking to get a refund and the business didn't provide me with this option.
Sincerely,
Can TeaBusiness response
07/18/2024
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
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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
charged on the day free trail ended and refuse to refund, totally fraudBusiness 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
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
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.
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Contact Information
Customer Complaints Summary
62 total complaints in the last 3 years.
43 complaints closed in the last 12 months.