ComplaintsforClarus Commerce, LLC

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When reviewing my credit card statement, it came to my attention that I was being charged $19 a month by a company I had never signed up for. I would never use this type of thing nor would I sign up for a monthly membership. Upon further review, I discovered that it had been 32 months of $19 a month. That’s just over $600. They gave me only 3 months back of the 32. Stating the costing refund anymore. I never signed up for this. It’s a whole scam

  Business response

  08/06/2024

  Hello,

  Unfortunately we have been unable to locate a membership under the name or physical address provided. Please confirm the billing descriptor associated with this charge along with the email you would have used to sign up.

  We will be happy to look into this further in order to issue a refund for you.

  Thank you 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My bank account has been charged eight times, $19 monthly, for services I never signed up for by freeshipping***** I have never used their services and I never signed up for a continued monthly fee of $19. The following dates are the dates I was charged: Dec 30, 2023 - $19 Jan 29, 2024 - $19 Feb 28, 2024 - $19 March 29, 2024 - $19 April 28, 2024 - $19 May 28, 2024 - $19 June 27, 2024 - $19 July 27, 2024 - $19. I called the call center (###-###-####) and spoke to an individual named Janasia or Jamacia. She stated they could only refund up to four months. She said the refund will take 2-5 business days. I would like them to refund the full amount as I didn't sign up for this nor did I agree to pay a monthly fee for no services

  Business response

  07/31/2024

  I write in regards to the above referenced complaint submitted to your office by Mr. ******. We regret any confusion or inconvenience he experienced when doing business with our company and trust that this letter will address his concerns.
  Our records show that on December 23rd, 2023, after making an online purchase online, Mr. ****** was presented with an ad banner promoting our FreeShipping**** program. Mr. ****** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how he can try the program at no cost for 7 days. The terms on that page, titled “Offer Details,” explained that if he did not cancel his subscription by the end of the trial, his subscription would automatically continue and the monthly subscription fee would be charged to the credit card account that he provided.
  Our records show that he completed the registration process by providing his full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent Mr. ****** a welcome e-mail to the e-mail address he provided upon enrollment that included full information on how he can access and enjoy his program benefits and reiterating the program billing terms.
  As a courtesy, I have issued a full refund back to Mr. ******’s account. The total refund will be $152.00 and should post back within 2-5 business days.
  Again, we regret any inconvenience this may have caused Mr. ******.

  Customer response

  07/31/2024

  
  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

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was booking a camping trip. Freeshipping**** popped up and I accidently thought what I was filling out was for the caomping reservation. I called them immediately and and requested a refund and to cancel what they were selling. I was told by the agent this was done. However, they continued to bill me every month. This is predatory practice and I was under the impression this would have been taken care of. I hoselty think that Free Shipping doesn't think people look at their credit card bill and disreguareded my cancelation and refund request.

  Business response

  07/12/2024

  I write in regard to the above referenced complaint submitted to your office by Mr. ******. We regret any confusion or inconvenience he experienced when doing business with our company and trust that this letter will address his concerns.   
  Our records show that on July 9th, 2024 after making an online purchase, Mr. ****** was presented with an ad banner promoting our FreeShipping**** program. Mr. ****** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how he can try the program at the trial fee of $2.00 for 7 days.  The terms on that page, titled “Offer Details,” explained that if he did not cancel his subscription by the end of the trial, his subscription would automatically continue, and the monthly subscription fee would be charged to the credit card account that he provided. 
  Our records show that he completed the registration process by providing his full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent Mr. ****** a welcome e-mail to the e-mail address he provided upon enrollment that included full information on how he can access and enjoy his program benefits and reiterating the program billing terms. 
  As a courtesy, I have issued a full refund back to Mr. ******’s account. The total refund will be $2.00. The refund will be issued back to the card on file.
  Again, we regret any inconvenience this may have caused Mr. ******.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Complaint filed by my son **** ***** ###-###-#### for ***** ***** (mother) 09/28/2021 Purchased ********* Air Filter for $15.88 and shipping was $2.00 through the ****** button October 2021 Purchased a second ********* Air Filter; freeshipping**** membership starting without my knowledge, was charged $13.00 April 2023 freeshipping**** membership jumped to $19.00, also unbeknownst to me Today is 06/21/2024 grand total is of $528.00 Today 06/21/2024 my son **** ***** asked me why I was paying $19.00 every month to freeshipping**** to what I didn't know. My son showed me freeshipping****'s website and video and I still insisted I didn't know. My son went to freeshipping**** and cancelled the membership I didn't know I had with freeshipping**** My son asked me to call ****** and my son spoke to Paypay regarding this case. **** ***** (speaking for ***** *****): I spoke to ****** to let them know about this case. My mother is 83 years old and has very little to no understanding of computers. I called ****** because I felt there was something not right going on and needed for information. I also wanted to let ****** know what had happened since my mother is an elder and most likely this is happening to other people that also don't know why they're being charged. According to my understanding, my mother purchased an air filter from ********* in September 2021 where they charged her $2.00 for shipping; and in October 2021 where they charged her $13.00 for shipping. It was in October 2021 where they started the freeshipping**** membership without her knowledge. In April 2023 the freeshipping**** membership jumped to $19.00, also unbeknownst to her. For a grand total of $528.00 until today 06/21/2024. I asked ****** to start a claim about this. ****** has all the information. ****** says it can only protect her from January 2024 through their ****** Purchase Protection. I am at your disposal. **** ***** ###-###-####

  Business response

  06/24/2024

  I write in regard to the above referenced complaint submitted to your office by Ms. *****. We regret any confusion or inconvenience she experienced when doing business with our company and trust that this letter will address her concerns.   
  Our records show that on September 28th, 2021, after making an online purchase, Ms. ***** was presented with an ad banner promoting our FreeShipping**** program. Ms. ***** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how she can try the program for 7 days at the trial fee of $2.00. The terms on that page, titled “Offer Details,” explained that if she did not cancel her subscription by the end of the trial, her subscription would automatically continue and the monthly subscription fee would be charged to the credit card account that she provided. 
  
  Our records show that she completed the registration process by providing her full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent Ms. ***** a welcome e-mail to the e-mail address she provided upon enrollment that included full information on how she can access and enjoy her program benefits and reiterating the program billing terms. 
  
  Ms. ***** canceled her membership on 6/21/24. We have issued a full refund of the membership fees via check to the address on file. This refund check will be mailed within 5-7 business days.
  
  Again, we regret any inconvenience this may have caused Ms. *****.

  Customer response

  06/24/2024

  
  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,
  
  ***** *****
  
  ****** has all the information.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I never signed up for this service willingly. It was hidden in a S10.00 coupon online- at least that is what Freeshipping told me. Very upsetting that they had my Credit Card number and other information. Shady way to do business. Unfortunately , they have been charging me since 11/23. I just caught this on statement this month. I have never used this service. I feel due to the fact I had no idea I had this service I should be reimbursed for the money they basically stole from me!!!!

  Business response

  06/20/2024

  I write in regard to the above referenced complaint submitted to your office by Ms. ***. We regret any confusion or inconvenience she experienced when doing business with our company and trust that this letter will address her concerns.   
  Our records show that on November 27th, 2020, after making an online purchase with ******, Ms. *** was presented with an ad banner promoting our FreeShipping**** program. Ms. *** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how she can try the program for 7 days at the trial fee of $2.00. The terms on that page, titled “Offer Details,” explained that if she did not cancel her subscription by the end of the trial, her subscription would automatically continue and the monthly subscription fee would be charged to the credit card account that she provided. 
  
  Our records show that she completed the registration process by providing her full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent Ms. *** a welcome e-mail to the e-mail address she provided upon enrollment that included full information on how she can access and enjoy her program benefits and reiterating the program billing terms. 
  
  Ms. ***’s membership was canceled on 6/9/24. We have issued a full refund of the membership fees totaling $621.00, this credit will post back to the card on file in 2-5 business days.
  
  Again, we regret any inconvenience this may have caused Ms. ***.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January of 2024, I started to receive charges from Freeshipping***** I called their number, ###-###-####, and spoke to Teresa. She told me the charges started after a purchase I made on January 19th. After looking at my bank statement I narrowed it down to two online purchases. I contacted both companies and both denied any involvement with this company. After calling Teresa back, she told me it was because this website works from "pop-ups," and I would not have received any of the benefits unless I logged into their website and started making purchases from their website. My issue is I never willingly gave this company my information and had no intention of ever using their services. I have been charged 100.00 because I failed to notice this charge coming out in 20-dollar increments. They make you feel like this is your fault because you signed up for it willingly, but in reality, they are using pop-ups to make you believe it is part of the website and a mandatory action in order to complete your purchase.

  Business response

  06/09/2024

  I write in regard to the above referenced complaint submitted to your office by ***** ******. We regret any confusion or inconvenience they experienced when doing business with our company and trust that this letter will address their concerns.   
  Our records show that on January 19th, 2024, after making an online purchase, ***** ****** was presented with an ad banner promoting our FreeShipping.com program. ***** ****** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how they can try the program for 7 days at the trial fee of $2.00. The terms on that page, titled “Offer Details,” explained that if they did not cancel their subscription by the end of the trial, their subscription would automatically continue, and the monthly subscription fee would be charged to the credit card account that they provided. 
  
  Our records show that they completed the registration process by providing their full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent ***** ****** a welcome e-mail to the e-mail address they provided upon enrollment that included full information on how they can access and enjoy their program benefits and reiterating the program billing terms. 
  
  ***** ******’s membership was canceled on 5/28/24 after we received a dispute from their bank for the last four membership fees. A refund of $57.00 was issued the same day. We have issued a refund for the remaining membership fees for a total refund of $97.00. The remaining credit will post in 2-5 business days.
  
  Again, we regret any inconvenience this may have caused ***** ******.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  MY ACCOUNT WAS SUSPENDED OR CANCELLED WITHOUT A CLEAR OR VALID REASON THOUGH THIS COMPANY KEEPS ON CHARGIN MY MONTHLY SUBSCRIPTION FEE. I HAVE EMAILED THEIR CUSTOMER SERVICE PEOPLE AND ALSO HAVE RECORDED CONVERSTAIOS WITH THEM. DESPITE THEIR AFFIRMATION, NO ONE HAS GOTTEN BACK TO ME AFTER 6 DAYS TO ADDRESS MY ISSUE. I AM NOT EVEN ABLE TO VIEW MY ACCOUNT ACTIVITY AND SIMPLY BLOCKED FROM SIGNING IN.

  Business response

  05/29/2024

  I write in regard to the above referenced complaint submitted to your office by Ms. ****. We regret any confusion or inconvenience she experienced when doing business with our company and trust that this letter will address her concerns.   
  Our records show that Ms. ****’s membership was temporarily locked for a review to ensure it was being used for personal and non-commercial purposes in accordance with our Terms of Use. Our system flags unusual purchase patterns, in these cases we may request the order documentation to approve the cash back and reinstate the account.
  Ms. **** provided the necessary documentation, and her membership has been reinstated. The cash back has been approved and will be included in the next savings payout.
  Again, we regret any inconvenience this may have caused Ms. ****.`

  Customer response

  05/29/2024

  
  Complaint: ********
  
  I am rejecting this response because THE EXPLANATION is based on a false claim (in simpler terms - on a lie). Mr. ********* ma\y be unaware of misinformed on the details of case.

  There never was any concern, or a question asked me about 'commercial use' of my purchases. It was a simple unilateral judgement the company made to cancel my account because

  my 47 year old son happened to open one in his name while he is currently living with me for extenuating reasons. His bad was being unaware of the rule of 'one account per address'.

  If Clarus Comm. runs on any type of an IT system, they should have caught the duplicate address and the same last name right away and never approved his membership. Instead they

  charged his credit card and kept the account for 2 months. Why? And even if somehow things slipped through the cracks, they should have just cancelled his account and refunded his

  fees. What was the rational for cancelling my account? One that I have had for many years. Moreover, he has also been trying to get answers from Free Shipping.com for some time, but

  his emails are being ignored as mine were  until I wrote a 'harsh' email. Then they decided to reinstate my account. But I underwent a great deal of confusion and stress during this whole

  debacle. I am outraged when I regularly pay my ever-increasing membership fees but am refused service and being ignored. Another issue is that I was unable log in and submit for many

  shipping rebates and they are time sensitive, so now it may be too late apply for them. Can Mr. ********* remedy this? I will wait for his response. There are more grievances, but I don't

  have the energy to write any more. ??

   

  Sincerely,
  **** ****

   

  Business response

  06/10/2024

  Hello,

  After a review of the account, we have reinstated **** ****'s membership with FreeShipping**** and all eligible claims have been approved. The approved claims will be included in the upcoming payout on 6/15/24.

  We apologize for any inconvenience this caused **** ****.

  Thank you 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company charged me the monthly fee when I signed up, after a month of purchases through their website using their links (which they gained money off of my purchases) they then refused to pay me the 10% rebate as promised in their rules/website/service upon sign up. They made up lies about having too many purchases, asked for proof of purchases (which I provided) and then canceled my account without refunding me the $290.58 they owed me. They owe me money and are refusing to pay, this is a SCAM company and misrepresenting themselves for their services online.

  Business response

  05/09/2024

  Hello,

  I write in regard to the above referenced complaint submitted to your office by Ms. ********. 

  Our records show, this account was closed due to the usage not being in line with our stated Terms of Service and Terms of Use. 

  We reserve the right to deny cashback, rescind cash back, and/or ban any member whom we believe, in our sole discretion, is abusing or has abused the ShopSmarter program. This includes (but is not limited to) returning items or canceling orders after cashback has already been granted or creating more than one account per household. Abuse or fraud related to the collection of cash back, or misrepresentation of information you provided to ShopSmarter, may result in the termination of your account and forfeiture of cash back. If we, for any reason, suspect fraudulent activity on your account or violation of these Terms or any law, we reserve the right to delay, decline, or withhold payment of cash back. Any suspected or actual cases of fraudulent activity will be escalated and reviewed in accordance with our fraud process. We may request to see your original order confirmation email, original proof of purchase, or other items as determined at our sole discretion. All decisions made by ShopSmarter are final.
  
  We regret any inconvenience this may have caused Ms. ********.
  

  Customer response

  05/16/2024

  This was not resolved- they misrepresented themselves and made money off of it purchases then refused to refund me

• Initial Complaint

  04/19/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I don't know what is going on here. All the money in my account vanished, and I can't even login my account. I have asked them multiple times to explain what is going on, but no one has told me why I can't even login my account. It would appear they have stolen my money and are covering it up, by locking me out of my account. Why won't anyone tell me what is going on? Why can't I log in my account. Why can't I get any answers on what is happening? What type of business operates in this manner? This is extremely unethical behavior, to say the least.

  Business response

  04/24/2024

  I write in regard to the above referenced complaint submitted to your office by Mr. *******. We regret any confusion or inconvenience he experienced when doing business with our company and trust that this letter will address his concerns.   
  Our records show that Mr. *******’s membership was temporarily locked for a review to ensure it was being used for personal and non-commercial purposes in accordance with our Terms of Use. Our system flags unusual purchase patterns, in these cases we may request the order documentation to approve the cash back and reinstate the account.
  Mr. ******* provided the necessary documentation; his membership has been reinstated and the cash back has been approved.  
  Again, we regret any inconvenience this may have caused Mr. *******.

  Customer response

  04/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: while I have only recently been able to log back into my personal account for items shipped to my home, I show $0.00 cashback across the board. I was glad to hear the cashback had been finally approved, for some reason I show everything at $0.00 There is not even 1 penny showing up. If you could please fix this I would sure appreciate it. 
  
  Sincerely,
  
  ***** *******

  Customer response

  04/24/2024

  I have found new information on a different part of the website that supports your earlier statement. I would therefore like to revise my previously reply to accepted the response (with cautious optimism)

  Thank you 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Starting January of 2024 Freeshipping**** has been charging me 19.00 dollars a month. They say i clicked on a banner on a website. The only thing i use on the web is **** and email. I have never asked or clicked on any site especially giving them any permission to debit my bank account. The company doesn't want to nor care to resolve this issue. So i am warning people here. Be careful of scams like these that all they care about is who the next victim is.

  Business response

  04/17/2024

  I write in regard to the above referenced complaint submitted to your office by Mr. ********. We regret any confusion or inconvenience he experienced when doing business with our company and trust that this letter will address his concerns.   
  Our records show that on May 15th, 2023, after making an online purchase, Mr. ******** was presented with an ad banner promoting our FreeShipping**** program. Mr. ******** clicked on the banner and arrived on our order registration page, which provided full details about our money saving membership program and how he can try the program at the trial fee of $2.00 for 7 days.  The terms on that page, titled “Offer Details,” explained that if he did not cancel his subscription by the end of the trial, his subscription would automatically continue, and the monthly subscription fee would be charged to the credit card account that he provided. 
  Our records show that he completed the registration process by providing his full contact and account information and checking a box that states “I agree to the Offer Details and the Terms of Use & Service” just below the offer terms. Shortly thereafter we sent Mr. ******** a welcome e-mail to the e-mail address he provided upon enrollment that included full information on how he can access and enjoy his program benefits and reiterating the program billing terms. 
  As a courtesy, I have issued a full refund back to Mr. ********’s account.  The total refund will be $$230.00. The remaining refund will be issued back to the ****** account on file.
  Again, we regret any inconvenience this may have caused Mr. ********.

*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. ↩