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Business Profile

Online Retailer

shopatmars.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for shopatmars.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 177 total complaints in the last 3 years.
    • 162 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/09/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The following is an email that I sent to Shop At Mars.I have been getting charged $49 every month since April 2024. After going on the BBB website, I learned that this is a membership charge. I never agreed to pay a $49 membership fee. The item I purchased from you was supposed to be $10. Now it has cost me $500. Please, cancel this so called "membership" fee & refund ALL $500 that you have taken out of my checking account.Thank you ***** ******* From what I've read on the BBB website, they don't refund anymore that 1 month's charge, when dealing with a customer. I think there is a better chance of getting the entire $500 back with your help.Thanks, in advance,***** ******* *******************

      Business Response

      Date: 04/04/2025

      **** from shopatmars.com advised that the consumer ordered their item on 4/9/24 and it came along with their membership for 3 days and then she was charged for the membership.

      **** advised the membership has now been cancelled and the consumer will be sent an email confirmation.

      The consumer's request for a refund is subject for approval and they will email the customer for the update of the refund.

      This process will take 7-14 business days.

      (ENTERED BY BBB STAFF)

      Customer Answer

      Date: 04/04/2025

       
      Complaint: 23042109

      I am rejecting this response because:  

      They still owe me $500 for all the monthly charges for a membership that I did NOT agree to.

      Sincerely,

      ***** *******

      Business Response

      Date: 04/09/2025

       

      Thank you for reaching out.

      Upon checking, the charge is for the ********** Membership, which was clearly stated on the checkout page when the order was placed. This membership included benefits such as free shipping, a discounted price, and a 3-day trial.


      Please note that the membership was agreed to by checking the box at checkout.


      As the membership was not canceled within the trial period, the charge was automatically applied in accordance with the terms.


      If you have any further questions or need assistance, feel free to let us know were happy to help!


      Best regards,

      Shop at Mars Team

    • Initial Complaint

      Date:02/24/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 ordered a product for $9.99 on January 27th, 2025. I've been in contact with the company off and on because I haven't received the product or a refund. The other number is ******.

      Business Response

      Date: 03/26/2025

      Vanette from shopatmars.com advised the consumer's order was delivered 03/11/25.

      Partial refund was issued on 02/21/25 in the amount $3 and change.

      (ENTERED BY BBB STAFF)

      Customer Answer

      Date: 03/26/2025

       
      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

      Date:02/12/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of the transactions have been February 10th, January 14th, December 12th, November 12th, October 15th, September 12th, all of them with a charge of $49. Me and my dad share a bank account, so at first I thought it was a subscription my dad had with some company, but I asked him about it and he said he had no idea, I remember helping him buy something off of shopatmars.com, I think he wanted to buy a small shaving machine that took forever to arrive and nowhere in the transaction did it say that we would have to pay $49 monthly for a subscription. I did not contact shopatmars.com because by the looks of it they arent a legit website and I feel like calling them wont do anything since theyre fraudulent and Ive looked at the other complaints in this website and other people have called too and they dont get a resolution from the fraudulent company either. I just want to get my money back, I dont care if its only the money they took out this month or all the money theyve stolen from me for about 6 months now. I just want the recurring payments to stop because I never agreed to them, my dad never agreed to them and theyre just taking our money now every month for something we NEVER wanted.

      Business Response

      Date: 03/10/2025

      Vanette from shopatmars.com advised that the consumer's name or email was not pulling up in their system. Please provide an order #.

      (ENTERED BY BBB STAFF)

    • Initial Complaint

      Date:02/12/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Similar to a previous complaint, I purchased magnetic lashes for like $13 one time and since then I have been charged $49 a three times (12/24, 1/25, and 2/25). When I called the number on my bank statement it went straight to voicemail and said that he voicemail was full.

      Business Response

      Date: 03/10/2025

      Vanette from shopatmars.com advised that the consumer signed up for free shipping that enrolled her into their subscription. A refund for the consumer has already been processed for $49 for each month Dec- Feb. This should process within the next 7-14 business days.

      The subscription has been cancelled effective 03/05/25.

      (ENTERED BY BBB STAFF)

    • Initial Complaint

      Date:02/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      This was purchased 01/14/2025 never received merchandise sent out several emails requesting refund. The company also tried to charge unauthorized purchases to my debit card which is blocked by the bank. I would not only like a refund but alert others that this company is a fraud.

      Business Response

      Date: 03/07/2025

      **** from shopatmars.com advised the consumer's membership was cancelled on 02/10/25 and no subscription charges were ever successful- an email confirmation of cancellation will be sent (consumer is advised to check his spam folder). Also, ****** refund request for his order is being sent for approval, once this request has been processed an email will be sent.

      (ENTERED BY BBB STAFF)

      Customer Answer

      Date: 03/18/2025

       
      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

      Date:01/31/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 1-27-25 I purchased a curling iron for $9.99. Two days later a charge for $49.00 appeared from same company for a membership fee that was not mentioned before. Oddly it disappeared. Today on 1-31-25 a new charge appeared for $39.00. Id like my $39.00 back and all ties severed. They can keep their curling iron.

      Business Response

      Date: 02/26/2025

      ***** from shopatmars.com advised that the consumer's curling iron has already been shipped out as of yesterday 2/25/25. ***** has initiated the refund and cancellation for the consumer's account. She stated the consumer would need to allow 7-14 business days for this to take place. Also, an email confirmation will be sent to ****** once completed.

      (ENTERED BY BBB STAFF)

    • Initial Complaint

      Date:01/30/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a purchase from this company posted their valentines flowers on ******** and I made an order of three flowers at $9.99 for a total of $29.97 but now I see they charge my account $29.97 and another $49.99 of which I am not aware of.

      Business Response

      Date: 02/24/2025

      Angel from shopatmars.com explained that the consumer's membership is being cancelled and an email confirmation will be sent to the consumer. Also, a refund is being initiated for the consumer and will take up to 7-14 business days.

      (ENTERED BY BBB STAFF)

    • Initial Complaint

      Date:01/29/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Jan. 16, I ordered a curling iron from this company for $9.99. They proceeded to take the money from my cash app. ****. Then on Jan. 19, they tried to take $49.00, on Jan. 22, & 25, they tried to take $39.00, and on Jan. 28, *****. Fortunately, I had them blocked by the 29 th. They keep sending emails that the product is on it's way, but I haven't seen it, and at this point, don't want it! I'm 76 years old and generally smell a scam, but this one got me! I had my granddaughter look at the ad where you actually put your pay information and she said at the very bottom, well away from the paying information, is a barely legible, small print, ( I couldn't read it), note that said basically by buying something from them, we join a club and money will be taken from your acct. every 28 days! I normally read the reviews first, but on this occasion, I did not, to my foolish regret. Many people are complaining about these scam artists. Thank you for any help you can give me. They can have the $9.99, just to go away??PS- this took place this January of 2025. Thanks, again.

      Business Response

      Date: 02/24/2025

      Angel from shopatmars.com explained that the consumer's membership has already been cancelled and no refund will be processed as no payment was ever received from the consumer.

      (ENTERED BY BBB STAFF)

    • Initial Complaint

      Date:01/26/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I need them to stop charging my card as I have no reason for the charges or know why they are charging me. They also have not responded to any of my requests For them to stop

      Business Response

      Date: 02/24/2025

      Angel from shopatmars.com explained that the consumer's membership has already been cancelled and she has initiated a refund request. Once it is processed she will receive an email confirmation.

      (ENTERED BY BBB STAFF)

      Customer Answer

      Date: 03/09/2025

       
      Complaint: 22861032

      I am rejecting this response because: The refund that was given was a charge that was initiated after the request for the cancellation was approved. The previous charge or two that were discussed to be refunded as well were not. 

      Sincerely,

      ****** ******

      Business Response

      Date: 04/01/2025

      ****** from shopatmars.com advised that the membership was successfully cancelled and 2 $49 chargers were refunded.

      one was for a charge made on 12/15/24 - refund processed 2/24/25

      and then the last charge was made on 01/15/25 - refund processed 03/10/25

      (ENTERED BY BBB STAFF)

    • Initial Complaint

      Date:01/24/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was charged a ***** fee that I did not agree to. I see from other complaints that this happens a lot with this company about a hidden membership. I want any and all memberships with this place cancelled and never want to deal with them again

      Business Response

      Date: 02/19/2025

      ****** from shopatmars.com explained that the consumer's membership is now cancelled and a confirmation email will be sent.

      (ENTERED BY BBB STAFF)

    shopatmars.com is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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