ComplaintsforRosetta Stone, Ltd

• Initial Complaint

  09/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  bBb : life time membership ( including downloads/updates/mobile access ) . Has been already paid . According to tech support my account has been limited due new technology . Meaning my license ( life time ) is not longer valid. While the business continues to sell life time licenses. Hello ****** , As I was explaining ,The software license I purchased ( curse ) had unlimited life time updates and mobile support. Alone the way if not mistaken ******* sponsored the curse at some point . **** *** wanted me to talk to you guys pertains to this before I Pay $200 additional. I Understand old vs new technology , what I dont underhand why sell life time memberships/updates and not honor them . Will kindly ask you to rectify and fix this issue so I can continue enjoying my software I purchased. ** *******************************

  Business response

  09/23/2022

  Complaint ID:  ********
  Filer:  *******************************
  
  Dear BBB,
  
  Customer ******************************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding his desire to provision his account for online access.
  
  To clarify, the customer purchased our 3 year subscription on September 7, 2014 directly from the Rosetta Stone website. This purchase would have allowed the user access to our online platform for a 3 year duration. Since there were no auto renewals on the account, the customers access ended after the 3 year period. 
  
  As we do not have a record of another subscription purchase based on the information provided, we are not able to grant further access to the online platform.
  
  Additionally, we are not able to verify if the customer purchased either the CD-ROM or Digital Download Software as we have no purchase history. If the customer purchased this software, as previously mentioned by our Support team, the software version is no longer sold nor supported as of 2019. We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the Download product is still operational - much like a car can continue to operate after the warranty expires. 
  
  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered.  However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the Download software, the customer does not get the online subscription version for free later on as their needs change. 
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.

  Customer response

  09/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  the company sold unlimited use including email . Base on this all they offer now is 3 months. You don't advertise online access and revicke  
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the entire 5 disc (CDs) Rosetta Stone Latin American Spanish for $746.18. It was purchased at least 12 years ago. I don't have the exact date. My activation number is *******************************. Despite the high price, I decided to purchase the entire 5 disc set, so that I could use it for the remainder of my life. Based on a recent phone call to their technical support line, Rosetta Stone is not supporting the CD set, since it is no longer compatible with newer computer operating systems. Instead, they offered 3 months free access to their online version of the same program. After that, I would need to purchase access for an additional $179. So in effect, my old program is useless. This is a terrible business practice. You purchase something that is meant to be used over a long period of time (learning a language), and then the company essentially requires you to purchase it again to keep using the program that you already paid for.

  Business response

  08/24/2022

  Complaint ID:  ********
  Filer:  *****************************
  
  Dear BBB,
  
  Customer ***************************** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding his desire to receive a replacement access.
  
  To clarify, the customer purchased our installable CD-ROM software on March 10, 2010. The CD-ROM product is a software that is installed on a computer, and it is independent from our online subscription product much like a sedan is not the same vehicle as a truck.
  
  We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the CD-ROM product is still operational - much like a car can continue to operate after the warranty expires. 
  
  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered.  However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the CD-ROM software, the customer does not get the online subscription version for free later on as their needs change.  This is similar to how a truck buyer cannot get a sedan for free later on as their needs change. 
  
  The customer was offered an upgrade to the latest version for 12 months free of charge on June 16, 2021 in which the customer never went to the redemption portal to redeem the 12 months before the offer expired. We have not revoked/blocked their CD-ROM usage, our recommendation is for the customer to use the product they own on a computer that meets the operating specification.  
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.
  

  Customer response

  08/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Your response regarding my compoaint is unacceptable.  I purchased the CD for >$700 because I intended to use this product long term.  When an item is purchased, a business should support this item.  You mention that I could still use the CDs on my ******* ***.  This is not true.  All *** operating systems ******** or later.  This s a known issue with the Rosetta Stone CDs.  So, in essense, I have the CDs which are now useless.  The CDs were intended to be used for a lifetime.

  So, it is not true as you state that the CDs will still work, they will not.  Yes, you offered me a 1 year use of the online product, and after that point, I would need to purchase the online version.  Then recently, you offered be a $100 credit if I purchase the online version for $179.  I do not understand why I would need to ultimately purchase a subscription to a product which I already own, but is unusable.  I will not pay multiple times for this product. 

  You make the analogy that a truck is different than a sedan, and that just because I bought the sedan, I am not entitled to the truck.  I actually do not care if I have a truck or a sedan, I just want transportation, the ability to use a program that I already paid for without needing to purchase an additional subscription. 

  Your business practices are abhorrent.

  Regards,
  
  *****************************
  

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the $199.99 lifetime Rosetta Stone to learn Spanish a few years ago and now because I don’t have a order number I’m being told that they have no record of that purchase! I previously had a 24 month one and after that ended I purchased the lifetime one. And now that I want to use it again they want me to pay again. It was around Christmas time 2 or or 3 years ago because I used money that I got for Christmas to purchase it. I have no reason to lie and I am furious at the way I was treated and basically called a liar! I need /use this for my job at a hospital. Please help. Thanks ******* **************

  Business response

  07/28/2022

  Dear BBB,
  
  Customer ********* ***** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her desire to receive a lifetime subscription purchase access she believes she made.
  
  The customer stated she purchased a Lifetime subscription access approximately 2 to 3 years ago for $199.  
  
  Based on the information she provided email, name, address, phone number there are no records of purchases made directly through Rosetta Stone for a Lifetime subscription, or purchases made 2 to 3 years ago, or purchases for $199.
  
  Based on the information provided, last purchase made by the customer was a 24-month subscription from November 2018 for $168 that expired on November 28, 2020.
  
  If the customer is able to provide us with a proof of purchase like a receipt of purchase or if she has other identifying markers like alternate email she may have used, we can assist her in locating the purchase.  
  
  It may be that the customer has purchased from an authorized reseller.  If so, as the resellers do not use the same sales system as our, we cannot view their sale records.  If the customer purchased from a reseller, we will need the sales receipt or other proof of purchase, as that will help us track down her purchase.
  
  As we do not have a record of a Lifetime subscription purchase based on the information provided, we are not able to grant her access currently.  If the customer can provide additional information that can help us track down her purchase, we can assist the customer.
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’m trying to cancel and the website isn’t working properly. I’ve also been trying to get ahold of someone on chat and have been “first in line” for about an hour. I want to cancel and would like a refund. Neither the app or website is easy to use, it wouldn’t let me start over and also anytime I have to do a speaking lesson, I speak and it doesn’t register it and I constantly have to do it over. It’s annoying and I couldn’t make any progress and have given up on trying.

  Business response

  07/27/2022

  Dear BBB,
  
  Customer ******************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her desire to receive cancel her account and receive a refund for her purchase.
  
  The customer purchased a 3-month subscription product on May 11, 2022.   First contact attempt regarding this product is on July 7, 2022 where the customer’s chat did not successfully connect with our agent.  There were no contact history prior to July 7 for this purchase.
  
  Subsequently, the customer contacted us on July 12, 2022, via our social media channel.  Our agent was successful in canceling her renewals and informed her that a refund cannot be made as it is outside the 30-day window.
  
  We have canceled her account, but she has access until August 11, 2022, when her 3-month purchase concludes.  Refund is not possible as the customer’s first contact on July 7th was well past the 30-day policy. 
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept
  

  Customer response

  07/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I appreciate the cancellation but still want a refund.  I didn't contact sooner becyse I kept trying the app hoping it would work properly but it never did, so in other words, I gave it time.
  
  Regards,
  
  *******************

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the lifetime subscription download of Rosetta Stone back in 2016 to now be told that the product has been discontinued and there is nothing support can do. I no longer have any access to the so called lifetime subscription. Why would you promote lifetime access, scam me out of hundreds of dollars and then revoke my access?

  Business response

  06/22/2022

  Complaint ID:  ********
  Filer:  *************************
  
  Dear BBB,
  
  Customer ************************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her desire to receive a refund or a replacement access.
  
  To clarify, the customer purchased our installable software in a Download format (per the screenshot she provided) and not our online Lifetime subscription product as she indicated.  The Download product is a software that is installed on a computer, and it is independent from our online subscription product much like a sedan is not the same vehicle as a truck.
  
  We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the Download product is still operational - much like a car can continue to operate after the warranty expires.
  
  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered.  However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the Download software, the customer does not get the online subscription version for free later on as their needs change.  This is similar to how a truck buyer cannot get a sedan for free later on as their needs change.
  
  The customers purchase from 2016 is well past our 30-days return policy window, and as such, her purchase is not eligible for a refund.  As we have not revoked/blocked her Download product usage, our recommendation is for the customer to use the product she owns on a computer that meets the operating specification.  
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.
  
  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Some time ago, I purchased 2 languages from Rosetta Stone , the first was French and the latter was Italian. I recently had to purchase a new laptop computer. Around the first week of April 2022 I decided to begin to study these languages, Unbeknownst to me my product will not work with my new laptop computer. Which makes both products unusable for my purposes. On approx 11 April I contacted Rosetta Stone and spoke to someone, about my issue they could not help so I requested to escalate my issue. On today 14 April I spoke to Supervisor Daniel  S and was told the most they could do is give me 3 months of the new product online. I offered to send my old products back for an exchange because 3 months would not give me enough time to learn a new language. Nonetheless to learn 2. They said they didn't want to give me more access because the new product they use was all languages. However if they simply replace my disks with new ones that would not be an issue. All I am asking is exchange of my disks, or since I've already spent $500 dollars with them that they give me the unlimited access, which is currently $199.

  Business response

  04/27/2022

  Complaint ID:  ********
  Filer:  *****************************
  
  Dear BBB,
  
  Customer ***************************** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding his desire to receive a product exchange.
  
  The customer purchased our installable software to learn his languages.  We have ceased the sale (in 2018) and support (in 2019) of the installable software product; however, we are not blocking their usage.  At the time of purchase and during the initial installation, the customer agreed to the terms and conditions, including the system specification.  
  
  If both of his products are not working on his new laptop, it is likely that his new laptop is outside the system specification.  If he moves to a computer that meets the system requirement or amends his current laptop to match the specs, his products should work as designed. 
  
  We cannot exchange his installable software for our online subscription as the two products are unique and different to each other - much like a car company will not swap a sedan for a truck later.
  
  The 3-month subscription offer is an extended trial of our online subscription product that is independent of his access to the products he owns.  We, at discretion, offer this extended trial to customers who have purchased our installable software in the past, so those customers can see the benefits of going mobile and utilize our latest features.  However, the customer is not obligated to accept the trial offer.
  
  As the customer has full access to his purchased product, and we are not blocking that access, we view this matter as resolved.  Our recommendation is for the customer find a computer that matches his products operating specification.
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of Rosetta Stone Spanish that claimed it was lifetime. It will not install on my new *** so I called for assistance. I was told they no longer support this product despite its lifetime claim at the time of purchase. They would only offer a 3 month version of the website. I was told they offer lifetime versions of that, but since they didn't support their previous lifetime product, there's no way I would pay for it again. Supposedly there was a period when we would have been offered this conversion if we had attempted to install, but since we did not buy a new computer at that time - we would have had no way of knowing this. So even though what we are asking for was a fix that was offered, the company is unwilling to offer this now. I am the original purchaser from Rosetta Stone, this was not a second hand purchase.

  Business response

  04/14/2022

  Complaint ID:  ********
  Filer:  *** *******
  
  Dear BBB,
  
  Customer *** ******* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone")regarding her desire to receive an exchange.
  
  Rosetta Stone started selling the installable software and the online subscription products side-by-side, starting in 2009.  Although the sale of the installable software version was discontinued in 2018 and support ended in 2019, this software version is still operational.  Her access to her product is not blocked or controlled by us. 
  
  The operational functionality and support of the products are independent of each other.  Our software is operational whether we provide support or not.  In fact, at the time of purchase, the terms the customer consented to specifically state we only provide support for the first 6-months from time of purchase.  Much like a car warranty only covers some duration of the cars life, our support window is limited as well.  In addition, much like a car can continue to function after the warranty expires, our installable software can also function even if support is no longer provided.
  
  As her product is a version that is installed on her computer, it is not available on a phone or a web browser.  This is why when the customer contacted our support team asking for mobile access, our team offered her the 3-months extended trial of the online subscription.  The trial allows her to try using it on her phone or sync on multiple devices before deciding to purchase or not.  She is not required to accept the trial, and she can stay on her installable software only; however, if she does, she wont be able to use it on her phone or other mobile devices.
  
  Past promotions to entice software users to convert to subscription products were limited time offers, and those promotions have all expired.  As well, these promotions were not fixes to the software as the filer stated since the two products are unique to each other and access to one does not fix the other.   
  
  The customers purchase is for the access to the installable software, not access to support.  As she has her product for installation, we view this issue as closed.  Our recommendation to the customer is to match the operating specification to use the product she owns.
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the cd-rom version of Rosetta Stone. I paid 299.00. When I purchased this product it was the lifetime membership. I was eventually phased out and no longer have access to my language software that I paid for lifetime access to. I called support and was told quite rudely that the company has gone all online. Instead of making my subscription an online subscription they just invalidated my account and told me I had to purchase another subscription for 299 to get the online lifetime access. This was very deceptive as I was promised a lifetime subscription when I purchased the product the first time. I am requesting either a refund of my purchase price or give me the lifetime access I purchased.

  Business response

  04/01/2022

  Complaint ID:  ********
  Filer:  *******************
  
  Dear BBB,
  
  Customer ******************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone")regarding her desire to receive a refund or a replacement access.
  
  The customer purchased our installable software in a CD form as she stated.  The CD product is not a lifetime membership/subscription.  The CD product is a software that is installed on a computer.
  
  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison.  The customer could purchase whichever version that fit their needs better, based on the benefits of each product.  However, as two distinct products, purchase of one did not entitle the buyer of the other version meaning if a customer purchased the CD software, the customer does not get the online subscription version for free later on as their needs change.  This is similar to how a truck buyer cannot get a sedan for free later on as their needs change.
  
  We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not stopping the usage of the current software products out there with our customers.  This means that while we stopped our support phase, the CD product is still operational.  Much like a car can continue to operate after the warranty expires, the CD product will continue to function under the designed operating conditions.
  
  As the customer has access to the CD product she purchased, our recommendation is for the customer to use her product on a computer that meets the operating specification, which she agreed to as part of her purchase and initial installation process. 
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a lifetime Rosetta Stone Spanish Levels I and II in 2016 for $169.73 (receipt attached). It was a digital copy and I was told by the Rosetta Stone salesperson that it was a lifetime purchase that I could continue to use for all three of my homeschooled kids. I used it for two kids and we were using it for the third but her computer crashed so I called them and asked them how I could continue to access my lifetime purchase. I spoke with ****** from ******** who is the customer service manager and he told me they will no longer provide CDs or digital or internet access to people who had purchased in the past from them. He suggested I buy the product again with their internet access option/subscription service which costs $299!!! I request that I receive either a complimentary CD, digital or subscription to Rosetta Stone as part of the lifetime purchase I made in 2016.I also attached screen shots of how Rosetta Stone acknowledged they had "legacy customers" that had purchased their product and deserved continuing access to Rosetta Stone. But they announced 6/23/2020 they would give a lifetime subscription service to existing customer for only ONE WEEK, July 1st - July 8th, 2020. They didn't email their customers so I never knew.

  Business response

  03/22/2022

  Complaint ID:  ********
  Filer:  ***************************
  
  Dear BBB,
  
  Customer *************************** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her desire to receive a replacement product.
  
  The customer noted she purchased our Digital Download installable software in 2016.  We have ceased the sale (in 2018) and support (in 2019) of the installable software product; however, we are not blocking the use of those products. 
  
  The purchase the customer made is for the installable software.  Once the customer downloads the software packet during the initial installation, we do not control how customers save their copy for future installations.  With the saved copy, the software can be installed to any computer that meets the system specification. 
  
  Although we suggest customer to try out the online subscription option, having a subscription is not required to operate her software. She can use her software without making additional purchases.
  
  In 2020, we did run a promotion for our software users to try our online subscription product by registering.  We notified our customers with the press release (her attached copy) and email (as other customers have posted here previously).  The promotion ended in 2020, and this is no longer available.
  
  As the customer has access to her software, our recommendation is for the customer to find her saved copy of the installation file and install on a computer that meets the system requirement.
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone  Support Dept.

  Customer response

  03/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As I told ****** at Rosetta stone, our laptop died so we no longer have access to the software.  I have homeschooled years and many, many times this has happened with various curriculum and ALWAYS the vendor provides a way to continue to use the program.  This was a lifetime purchase and they will now not honor their product sale. They are greedy and I have been on social media telling other homeschool moms to avoid buying from this vendor. Word always gets around to homeschoolers when a vendor is greedy like this one.
  
  ***************************

• Initial Complaint

  03/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I completed a purchase in 2018 for the Spanish (Latin America) Level 1-5 Set [Download]. Now, I upgraded my computer and they don't want to help me get the program back. And they send DAILY emails about their lifetime subscription saying they have 100% satisfaction. Well I'm not satisfied. I want to be able to use the program that I bought on my computer.

  Business response

  03/21/2022

  Complaint ID:  ********
  Filer:  *************************
  
  Dear BBB,
  
  Customer ************************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone").
  
  As the customer stated, he purchased our installable software in Digital Download version.  We have ceased the sale (in 2018) and support (in 2019) of the installable software product; however, we are not blocking their usage.  At the time of purchase and during the initial installation, the customer agrees to the terms and conditions, including the system specification. 
  
  Maintenance of the computer operating specification is the responsibility of the user, much like maintenance of a car is the owners responsibility.  We cannot know what has changed when the customer upgraded his computer.  As we ceased support nearly 3 years ago, we cannot assist him find his change that is blocking his software.
  
  It is likely that his computer has moved outside the operating specification when it was upgraded.  Our recommendation is for the customer to review the system specification and match the setting requirements for his product.
  
  As the customer has full access to his purchased product, and we are not blocking that access, we view this matter as resolved.
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.

  Customer response

  03/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because: they said they removed me from their list however, I'm still receiving emails. They are harassing me. I received TWO yesterday and one today. This is getting ridiculous. I've attached the latest one. 
  
  Regards,
  
  *************************
  

  Business response

  04/01/2022

  Complaint ID:  ********
  Filer:  *************************
  
  Dear BBB,
  
  Customer ************************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone").
  
  We initiated his email address removal from our system on Friday March 25, 2022 as we stated on the previous response filing.  The process does take 1-2 business days to complete. 
  
  Based on the customers comment on Saturday March 26, 2022, it is likely that he received those promo emails as he was not completely removed from our system.  By now, he should be fully removed under the email address he used for this filing.  
  
  If he is receiving additional promo emails still, it may be that he has other email addresses he signed up to receive promotions.  He can check for email forwards that were set up from his ancillary accounts to his primary accounts on these situations.
  
  Best way to stop receiving emails is to use the "unsubscribe" function at the bottom of the promo emails he receives.  He can also contact our support team to assist as well.
  
  I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the BBB records reflect that our Company has acted appropriately with respect to this matter.
  
  Thank you,
  The Rosetta Stone Support Dept.

*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. ↩