Complaints

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

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shudder has continued to charge me, 2 years after telling me that they cancelled my subscription.They charged me $71.88 on September 3, 2024, after telling me that my subscription was cancelled in 2022. I attempted to resolve this with them 2 years ago, and they continue to charge me annually while telling me that they will not. This is a scam service.

  Business Response

  Date: 04/28/2025

  Hi Valued Subscriber,
  
  Thank you for contacting Shudder! We sincerely apologize for this inconvenience, and we would love to help you out. 
  
  We can confirm that your Shudder membership is now canceled, so you will not be billed in the future.
  
  We have also issued a refund for your most recent charge. 
  
  Please let us know if there is anything else we could assist you with, and we would love to do so. 
  
  Best wishes,
  Shudder

• Initial Complaint

  Date:02/19/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a streaming app. They keep auto charging me and make it impossible to cancel. All of the methods they suggest do not exist. There is not an account option as they describe, nor any way to cancel on the website or the app. Instead they ask you for 6 or 7 different ways you signed up. If you dont know (because they dont send a bill) you are left hanging by customer support. I feel This is a scam created to keep customers paying

  Business Response

  Date: 02/20/2025

  Dear Valued Subscriber, 
  
  We sincerely apologize for this inconvenience and would love to help you out.
  
  We can confirm that your Shudder membership under the email address provided is now canceled, so you will not be billed in the future.
  
  We have also issued a refund for your most recent charge. Depending on your bank or credit card company's processing, it may take up to 10 business days. If you do not see the refund after 10 business days, please reach out to us directly.
  
  Please do not hesitate to reach out to us at ******************************************************** if there is anything else we could assist you with. 
  
  Best wishes,
  Shudder

  Customer Answer

  Date: 02/22/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to "Shudder" on 8th November 2020, opting to pay ***** yearly. I cancelled it the next day, so that I would not be charged again in November 2021. They charged me in November 2021 anyway. I thought I had forgotten to cancel so I just watched the service for another year. (I have since found the cancellation email showing I did cancel it in 2020.) In November 2022, just before I was due to billed again, I tried again to cancel. I remember finding some way to cancel it, though I do not remember now how exactly I did so this time. I knew the service would end in November 2022 but was unsure of the exact date, so I kept using it until eventually, a message along the lines of "a subscription is required to view this content" appeared when I tried to watch a movie on it. Therefore, in early November 2022, the subscription ended and I no longer had access to the service.After this, Shudder charged me *****, in 2022, and again 2023, neither of which I noticed at the time. In November 2024, I saw they charged me ***** and got them to refund me this 2024 charge, but they refused to refund me the charges in 2022 and 2023. These two payments of ***** each, are what I am now asking to be refunded, as I have made two prior attempts to cancel the service and was unable to even use it during this time period.

  Business Response

  Date: 01/06/2025

  Hello Valued Subscriber,
  
  
  We are very sorry to hear about this inconvenience, and we understand how frustrating it is to receive unexpected charges. It appears as though you had two separate subscriptions with us, one of which was successfully canceled and a second subscription that remained active. Please send us an email at ********************************* and we would be more than happy to review further options with you in order to rectify this situation. 
  
  
  Thank you so much!
  
  
  Best wishes,
  Shudder

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have already tried to resolve it with customer support and they cannot help me.

  As stated in my original complaint, I have already cancelled my membership a second time in November 2022, and then lost access to the service, being shown a message similar to "a membership is required to use this service". But despite this, you kept on charging me. Please refund me the money you took while denying me access to the service. I'm sure that you can see that I have not used it. I have not even logged in since November 2022, except for one day in the last week, when I confirmed nobody else had been using my account without my knowledge, because all of the shows watched were from the time I cancelled the subscription the second time. 

  
  Sincerely,
  
  ***** *********
  
  
  
  
   
  

  Business Response

  Date: 01/15/2025

  Hi Valued Subscriber,
  
  Thank you for reaching out! We sincerely apologize for this inconvenience and would love to help you out.
  
  We have issued this additional refund. Depending on your bank or credit card company's processing, it may take up to 10 business days. If you do not see the refund after 10 days, please reach out to us directly.
  
  Please do not hesitate to reach out to us at ******************************************************** if there is anything else we could assist you with. 
  
  Best wishes,
  Shudder

  Customer Answer

  Date: 01/16/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here's the summary of my call with the business, provided by them:"You called in today since you received a charge from us when you didn't recall having an active membership. We were able to locate an account with your billing information under the email address ******************** which you don't recognize. To prevent further charges, we can confirm that your Shudder membership under this email address has been canceled so you will not be billed in the future. You will still have access to our content until the end of your billing period. Unfortunately, due to our refund policy, we are unable to process a refund for the subscription. However, we are happy to forward your inquiry to our billing department and they will carefully assess your request and communicate their decision to you via email."Someone created a Shudder account under my credit card info 4 years ago, Shudder can see that I didn't use the account, but they are only offering a partial refund (6 months) despite acknowledging that it wasn't me who created the account and it wasn't used.

  Business Response

  Date: 12/18/2024

  Dear Valued Subscriber,
  
  We sincerely apologize for this inconvenience, and we understand how frustrating this situation is. Please know that we have a dedicated team overlooking your original request, and we will have a resolution available for you via email as soon as possible. 
  
  Best wishes,
  Shudder

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business in question knows that the account was created without my consent, and even after the credit card used expired, they somehow updated the billing to my new card, again without my knowledge or consent. I don't even know how this is legal let alone proper business practice.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********
  
  
  
  
   
  

  Business Response

  Date: 12/20/2024

  Hi Valued Subscriber,
  
  We are very sorry to hear about the issues you've experienced, and we understand how frustrating this can be. 
  
  We have provided an additional six refunds back to your original method of payment. Depending on your bank or credit card company's processing, it may take up to 10 business days. If you do not see the refunds after 10 business days, please reach out to us directly.
  
  We hope this is helpful! Please reach out to us at ******************************** if there is anything else we could assist you with, and we would love to do so. 
  
  Best wishes,
  Shudder

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to the Shudder service several months ago (pay per month subscription), however for the past three months whenever I attempt to log in, I receive an error that indicates there is no active subscription. My bank account shows the charge is still coming out every month, the most recent payment deducted just yesterday. The email address linked to the account is ********************* My iCloud account is ******************* I provide that information because I do not know if that could somehow be creating the disconnect (side note: that was how I set it up when I began to use it, and never had any issue prior to), but primarily because Apple deducts the fee for the service every month. I never set a second account up using my iCloud email address, so if there is somehow a second account with that email address, I do not have the credentials to access, and have never done so. Either way, I have not been able to access your service at any point in the stated time period, and I am seeking a refund of the $6.99 monthly fee for the past three months. I am aware of your T&Cs, but would argue that any failure on my part to access your service is completely separate from having the inability to access your service, and dont believe that I should be responsible to post for services that I have not received.

  Business Response

  Date: 10/31/2024

  Dear ******* *******,
  
  Thank you for contacting Shudder! We sincerely apologize for this inconvenience and would love to help you out.
  
  Please send an email to us at ******************************************************** and we would be more than happy to help you access your subscription and make any refunds for time not used. You may also contact us via chat through our FAQ page or by telephone using the number below: 
  
  ************** M-F, 9 am-9 pm ET, Sat and Sun 10 am-6 pm ET
  
  We look forward to hearing from you and assisting you further with this inquiry! 
  
  Best wishes,
  The Shudder Team

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shudder is awful. They won't let you cancel your subscription. In fact, they purposely make it IMPOSSIBLE to cancel it. That should be illegal.

  Business Response

  Date: 10/25/2024

  Dear ***** ********,
  
  We are sorry to hear that you are experiencing difficulties cancelling your Shudder subscription. We would be more than happy to help you out! 
  
  You can contact us via email at ********************************************************, via chat through our FAQ page, or via telephone at ************** M-F, 9 am-9 pm ET, Sat and Sun 10 am-6 pm ET. 
  
  We have also provided instructions below on how to cancel your Shudder subscription: 
  
  1. Sign in and click My Account in the top right-hand corner of the site
  2. Find the Membership Settings section
  3. Click the option to Cancel Subscription
  
  Please note: 
  
   - Deleting the Shudder app from your device(s) does not cancel your account.
  
   - You must cancel your account the same way you signed up on our website. You can do this via a web browser on your computer or tablet, or the mobile web on your smartphone. 
  
  Best wishes,
  The Shudder Team

• Initial Complaint

  Date:08/28/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 28th I signed up for a week of Shudder free. . A credit card was required. After discovering the movie I wanted to watch was not available on Shudder I immediately canceled the free membership. The site said are you sure you want to cancel. I confirmed yes, I wanted to cancel- On August 4th my credit card was charged *****. I protested this charge to my cc provider to no avail. It seems somehow Shudder convinced my ********** to accept the charges.. I tried canceling the membership online because I do not want Shudder to have access to my CC information anymore but following their instructions does not work.

  Business Response

  Date: 09/19/2024

  Dear ******** *******,
  
  Thank you for contacting Shudder! We are very sorry to hear about this inconvenience. 
  
  We're unable to refund the charge as it is being disputed. At this point, we can only wait for the payment card provider to complete their review of this matter and issue a resolution. For additional information, please contact your card provider.
  
  Best wishes,
  The Shudder Team

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  1.  Shudder reply says that the credit card company is still considering the complaint.  This is yet another falsehood from Shudder.  The attachment disproves the Shudder statement, which also shows that Shudder has no credibility-

  2.  Shudder response to the credit card company was also false, in that I did cancel the subscription immediately after signing up, without having received any service from Shudder.  I also still have not used Shudder.  My cancellation was within 2 minutes of the subscription, which is within the Shudder policy, as stated in their attachment.  I also went to the Shudder website to cancel, and the links did not work.  

  Since then, I have explored the hundreds of complaints from various review sites from people complaining about the same experience that I had.  This scam appears to be Shudder business practice as usual.

  I want my refund from Shudder because I properly cancelled the trial subscription in accordance with Shudder written policy.  I am prepared to escalate this matter until I receive what I am legally and contractually entitled to.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

• Initial Complaint

  Date:07/23/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a full year subscription for ***** on 7/22/24 after a week trial. Shudder does NOT indicate clearly that I would have been charged for a full year and I am requesting a full refund after being deceived into a yearly membership. I emailed them the same day as the charge, obviously shocked that they would not have given a warning that such a charge would occur. They offered a monthly membership but I was not satisfied with the content and have no interest what so ever to ever do business with this company again.

  Customer Answer

  Date: 07/26/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had tried the Shudder free trial, because there was a movie on the I wanted to watch. Towards the end of the trial, I received an email saying they would be charging me $71.88 for a full year. I did not want to continue with the service, so I looked for a way to cancel the membership, which the option to do so, is extremely difficult to find but eventually through googling, I was able to find out a way to cancel the subscription. This morning July 3rd 2024, I wake up to a charge from Shudder for $71.88. The company just decided to take the money anyways? I decide to look up a way to contact them, but this option seems to be non existent. The company seems to be a scam, as this has happened to many people it seems. I want my money back first off, and this company should really be shut down, if it's primary means of survival os Theft.

  Business Response

  Date: 07/03/2024

  Dear ***********************
  
  Thank you for contacting Shudder! We sincerely apologize for this inconvenience, and we would love to help you out.
  
  We can confirm that your Shudder membership under this email address is now canceled, so you will not be billed in the future.
  
  We have also issued a refund for your most recent charge. Depending on your bank or credit card company's processing, it may take up to 10 business days.  If you do not see the refund after 10 days, please reach out to us directly.
  
  We hope this is helpful! Please feel free to contact us in the future by emailing us at ******************************** or visiting our FAQ page. We are always happy to assist! 
  
  Best wishes,
  The Shudder Team

  Customer Answer

  Date: 07/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I knew my Shudder subscription was going to renew for a year if I didnt cancel it ahead of time so I cancelled it a few months before it was set to renew. I did it through their website. I still got charged an annual subscription fee. They do not list a customer service phone number anywhere. This is a shady company and I would not recommend anyone doing business with them.

  Business Response

  Date: 01/10/2024

  Dear *************************,
  
  Thank you for contacting Shudder! We sincerely apologize for this inconvenience and we would love to help you out.
  
  We can confirm that your Shudder membership under this email address is now canceled so you will not be billed in the future.
  
  We have also issued a refund for your most recent charge. Depending on your bank or credit card company's processing, it may take up to 10 business days.  If you do not see the refund after 10 days, please reach out to us directly.
  
  Please feel free to reach out to us via email at ******************************** or **** telephone at ************** (M-F, 9 am-9 pm ET, Sat and Sun 10 am-6 pm ET) if you have any further concerns. 
  
  Best wishes,
  The Shudder Team

  Customer Answer

  Date: 01/10/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************