ComplaintsforRosetta Stone, Ltd

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cannot believe that Rosetta Stone is making people who purchased their CDs pay for the lifetime subscription when it is clear how unethical that is. This company is making it seem like the outdated software is not their problem but the issue is that I paid over $200 for this product that was not advertised as a subscription service. I understand the company needing to go the route of online subscriptions in order to stay current or relevant with technology and I would have no problem purchasing the online lifetime subscription if I had not already purchased the CD box set. I also waited all this time to use my product because I was under the impression that it would not expire. Now that I actually have the time to learn a language I am not able to do so because of the products outdated software that was and is free to download but the company will not give access to unless you purchase the product again, Come on!....you gave your customers only a week to update to the new software, did not make an honest effort to make sure that customers were fully aware, and only gave the option of the 3 month subscription when these customers paid more than the lifetime subscription amount. We paid our dues already! Do the right thing and offer the lifetime subscription to those of us that already paid for it. Maybe you are able to legally get away with this, but that doesn't make it ethical, the amount of complaints on this exact issue should make that evident. Everyone who purchased your product should either get a refund or be offered the lifetime subscription, it is not that difficult of a concept. You got your money from us already, and you will be able to get money from new customers too, so I don't see the problem, or do you enjoy stealing people's hard earned money? I already read your responses to other complaints exactly like mine and I don't want to hear your excuses for why the company is not legally responsible, you should hold yourselves ethically responsible.

  Business response

  03/09/2022

  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 free lifetime subscription access.
  
  The customer stated she purchased our installable software product in 2017 during her conversation with our Support team. 
  
  We first started selling our subscription product in 2009.  From 2009 to 2018, the installable software and the online subscription products were sold side-by-side, letting customers choose the version based on their needs.  In 2018, we ceased the sale of the installable software, and in 2019, we stopped supporting the software product.
  
  To clarify, the customers purchase is not expired.  Although we stopped supporting the installable software product, we are not blocking their usage.  She can continue to install and use the product under the operation specification. 
  
  Also, CD/download customers do not need to purchase a subscription to have their software installation work.  The two products are not linked and do not need the other for operation. 
  
  As the two products are unique to each other with different functions, we cannot routinely exchange them - much like car companies don't exchange sedans to trucks after purchase.
  
  Our recommendation is for the customer to install the product she owns on a computer that meets the operation standards.  This is the path the customer chose when she purchased the installable software over the online subscription in 2017.
  
  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

  03/10/2022

  [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 am fully aware that it is not the product that is defective. I am stating that if you are charging people $179 for a lifetime subscription then you shouldn't be charging the people who paid even more for that when purchasing the CDs/downloaded versions because the software doesn't exist anymore. These people, me included, paid for this product with the impression that it would work and it only works if there is a software that supports it. If the company is claiming no ethical wrong doing then why did the company extend an offer to these customers, albeit a ridiculous offer of only 3 months of the subscription and only a week to claim it, but it was an offer nonetheless. If you are selling a product that only works with software but that software has become obsolete, it is unethical if you do not then offer a replacement or a refund. These customers have purchased your product that you are currently advertising and selling as a lifetime subscription. Seeing as how I already paid more for the CDs/downloaded version, it would cost you nothing to offer me a lifetime subscription, but instead you want to charge me again for what I believe I have already purchased. Do not tell me that your product works if I have the original software that supports it when you know that the software is no longer supported.
  
  Regards,
  
  ***********************************
  

  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") regarding her desire to receive a refund or a free lifetime subscription access.
  
  As noted before, we have sold the CD/Download installable software and the Online Subscription products side by side for 9 years starting in 2009.  Both products offer different benefits, allowing buyers to choose the path best fits their needs.  The installable software provides ability to have multiple users and work offline while the Online Subscription offers mobility, multi-device cross function, and online tutoring options.  We do not require customers to buy one or the other; therefore, the purchase decision is purely at the customers discretion.
  
  As different products, they are not interchangeable - similar to how one cannot exchange a sedan for a brand new truck, even if the sedan was purchase at a higher price 5 years ago.  While both have a motor and wheels, the vehicles have different purpose and function, which is the same with our products.
  
  Although we don't sell the installable software any longer, it is not obsolete.  At the time of purchase and initial account set up, the operation specification is outlined and consented to by the customer.  She was also instructed to download the software installation file within the first 6-months of purchase and save a copy for future installations.  If the customer can match the specification, she can install the software and use the product.
  
  While we have discontinued the support of the installable software, this does not mean the product is broken.  Much like a car can continue to operate long after the car warranty expires, the installable software can operate even without us providing support.  In fact, our terms outline that support is only available for the first 6-months from the purchase date (much like car warranty is limited to first few years only and not the lifetime of the vehicle). 
  
  The offer of 3-months of subscription access is not a replacement of the CD/Download software.  This is an extended free trial for our software users to explore our online subscription product.  To clarify, the customer is not required to buy a new subscription to use her current software product.  She is not required to exchange her installable software for it either.  The subscription offer is an independent event to her installable software usage.  If the customer believes the features of the Online Subscription is something she desires, she can choose to purchase additional subscription time.  If the customer does not value the Online Subscription functions after 3-months, the customer can choose to stay on the software only.  This is completely up to her again with zero impact to her installed software access.
  
  The purchase was fulfilled with the delivery of the software to the customer.  Maintenance of the computer operating specification is the responsibility of the user, much like maintenance of a car is the owners responsibility.  Our recommendation is for the customer to install the product she owns on a computer that meets the operation standards, if she does not want to make additional purchases.  This is the path the customer chose in 2017 when she purchased the installable software over the online subscription.
  
  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

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rosetta Stone sold expensive language learning CDs that I purchased with the understanding that I would be able to use them, indefinitely, even if/when I did not opt to continue to pay for additional online options. I now understand that they are no longer supporting the CDs that they sold, which took away any value of my prior purchase, without notice. All options are now online, which would be fine, but not for an additional cost. If the company has chosen that they no longer want to support CDs, then they should offer free access for those customers that purchased CDs (either by facilitating use of previously purchased CDs in some manner OR giving free online access). There was no limit on the time period for CD access. No proper notice of the change to online only service, where I was offered sufficient time to select alternative options for value. They offered 3 months of trial access now, after trying to charge me more money, which is not sufficient.

  Business response

  03/09/2022

  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 free lifetime access.
  
  The customer purchased the CD installable software product in 2012.  We have ceased the sale (in 2018) and support (in 2019) of the installable software product in both the CD and the Digital Download format.  Although we do not support the product, we are not blocking the use of the installable software.   Customers can still install and use their software on computers that meets the operating specification. 
  
  Much like a cars warranty expiring does not block the cars operational ability, ending our support does not impact the CD software usage. 
  
  Our recommendation is for the customer to install her CD product on a machine 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

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Rosetta Stone in 2018. With the purchase I received 2 years of online learning plus a lifetime digital download. I contacted Rosetta Stone 2 weeks ago because I needed access to my digital download and they stated they no longer support this forma. That they are online only now. I told them their last product included a LIFETIME download and I would not have made the $190 purchase for only 2 years of online service only. They were not remorseful. They stated they could give me 3 months access to the online platform (a 3 month trial) but after 3 months I would have to purchase the online format at an additional $190. I told them that was not the contract I originally agreed to- I agreed to a lifetime digital downloaded product. They said they will no longer honor this. I told them if they could not honor the lifetime download then they should honor it by switching my account to the lifetime online access that they are now offering at the same price I paid for the previous purchase.

  Business response

  03/09/2022

  Complaint ID:  ********
  Filer:  *************************
  
  Dear BBB,
  
  Customer ************************* filed a complaint identified by the above referenced case number against Rosetta Stone **** ("Rosetta Stone")regarding her desire to receive a replacement product or a refund. 
  
  The customer purchased our Digital Download installable software with 24-months of the Online Subscription access product in 2018.  We have ceased the sale (in 2018) and support (in 2019) of the installable software product in both the CD/DVD and the Digital Download format.  Although we allowed downloads to continue through 2020, as a discontinued product, the download portal is now closed. 
  
  As part of the activation of the 24-months Online Subscription product, the customer was provided instructions to download the installable software and save a copy for future installations as needed.  Although we do not support the product, we are not blocking the use of the installable software.   Customers can still install and use their software on computers that meets the operating specification. 
  
  Our recommendation is for the customer to check her archives for the downloaded installation file and install the software on her computer.
  
  I am happy to provide any additional clarification that *** 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 *************

  Customer response

  03/12/2022

  [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 was guaranteed a LIFETIME DOWNLOAD as advertised with the purchase of the software. I paid full purchase price fulfilling my end of the purchase contract, but  Rosetta Stone is unwilling to uphold their end of the purchase contract. When I purchased the program I only purchased it because of the guarantee of lifetime accessibility. If they are not providing a LIFTETIME DOWNLOAD then they are in breach of the purchase contract and as such they need to provide one of 2 outcomes- refund of my purchase price,  or at no charge to me access to their online platform which they now sell as lifetime access. 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business response

  03/27/2022

  Complaint: ********

  Filer:   *************************

  
  

  Dear DR *********************************** color="#******" face="Verdana, Arial, sans-serif">
  

  We see that your team is still reviewing the last reply by the filer on March 23, 2022.

  
  

  To provide additional information, the screenshot the filer attached from Amazon is not for a product being sold by Rosetta Stone.  As we previously mentioned, we have ceased sales of our installable software product in 2018.  

  
  

  The actual seller of that screenshot is an unauthorized third party reseller in the Amazon Marketplace - not Amazon itself.  As an unauthorized reseller, we obviously are not aware of actions they take and do not control their marketing.  

  
  

  Amazon itself is an authorized seller for us, and they sell our subscription products like this.  Although we work with Amazon to cease illegal sales of our discontinued products, we are not successful in shutting them all down.

  
  

  If you have any additional questions, please do not hesitate to ask.

  
  

  Thank you,

  
  

  Sang

  
  

  Customer response

  03/27/2022

  [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:
  The product was purchased on the Rosetta Stone store at Amazon NOT a third party seller.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the full version (all lessons, all levels) of the Rosetta Stone French software. It was provided on CD/DVD with a promise to have a lifetime product. Rosetta Stone is no longer providing the ability to download the software which is how I've always been able to keep it available when I upgrade my computer. In the past they were helpful in providing this service. They no longer permit downloads of the software and instead only allow me the possibility to pay additional money to gain access to a web-based version of the language learning. Most of the paperwork I have related to my original purchase is in storage but I will be able to access this at the end of March. I don't understand why they will not honor my purchase. They should, at a minimum, allow me access to the existing French Lessons in full which is the product I purchased and was promised a "lifetime of learning."

  Business response

  02/28/2022

  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 product. 
  
  As he stated, ****************** purchased our installable software in CD/DVD version.  We have ceased the sale (in 2018) and support (in 2019) of the installable software product in both the CD/DVD and the Digital Download format.  As a discontinued product, the download portal is now closed. 
  
  Although we do not support the product, we are not blocking the use of the installable software.   Customers can still install and use their software on computers that meets the operating specification.  Purchasing our Online Subscription product is not a requirement to use his CD/DVD product.
  
  The original purchase, as the customer noted, is a CD/DVD product.  Additional downloads the customer enjoyed were an extra benefit received while the portal was open; however, the download option is not a requirement to operate his CD/DVD product.  
  
  The customer has full access to his purchased CD/DVD product, as we are not blocking his access.  Our recommendation is for the customer to use his CD/DVD to install the software.
  
  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

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON September 16, 2016, I did purchase a LifeTime version of Rosetta Stone for English. My Invoice ID: ********** talked to 2 different customer representatives that were no help at all to tell me where can I download my product from again ( the download link is no longer operational) I was told that my Lifetime subscription that I paid 189$ for on Sep 16, 2016, 16:17:18 PDT is no longer Lifetime. My ****** Transaction ID from the transaction is: ***************** What is the replacement for my Lifetime purchase and how do I start using it. Will it be a lifetime this time or again not really

  Business response

  02/28/2022

  Complaint ID:  ********
  Filer:  *************************
  
  Dear BBB,
  
  ************************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") to receive a replacement product.
  
  The customer purchased a Digital Download installable software product in 2016.  To clarify, the customer did not purchase a lifetime subscription which is an online access only product.  While both teach languages, the two products operate differently and provide different ancillary options. 
  
  The installable software and the online subscription products have been sold side by side starting from 2009 until 2018 when the installable software was discontinued.  In 2019, the support of the installable software was ceased; however, the access to the installable software remains open. 
  
  The installable software product that the customer owns is operational.  The initial download and installation process includes a step to save the copy of the downloaded file for future installations.  The saved copy ensures the customer has the means to install again and again at a later date without the need to download the files again.
  
  Our recommendation is to review the computer archives for a saved copy of the installable software, then install the software for use.
  
  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

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently attempted to use the Spanish CD's I purchased from Rosetta Stone. I called customer service, they verified that they have my information and show that I purchased Spanish programs. The customer service person explained that the decision had been made to stop supporting the CD programs, a decision that was never communicated to their customers. Rosetta Stone now offers various monthly online subscriptions with a "Lifetime" option to purchase Spanish for $179 (at their current discounted rate). When I purchased the CD programs they were also represented as "Lifetime." advertising stated that a purchaser could use the CD's to learn and could go back to the CD's at any time for a refresher and to continue their learning. There was no caveat stating that a purchaser would have to purchase another "Lifetime" license again.I request the online Spanish program Free trial for 12 months, Something that they had been offering customers who have purchased their CD program, I was very aggressively informed that they would be unable to do that based upon the year, It was something that they were offering in 2021 but because I initially contacted customer service January 4 of 2022 they would no longer be able to extend the same offer. I was laughed at, ridiculed and hung up on at by the customer service agents, My confusion is why the 12 month free subscription was not offered to me as I did purchase the CD version at the suggestion of Rosetta Stone because it was the most versatile and would be a lifetime of learning. Initially they offered me a three month free trial I had asked for the lifetime subscription but thought that we could compromise with the 12 month free trial. To say that they have absolutely no regard for their customers or the service that they provide after the purchase is made is an understatement I am so disappointed that I have wasted so much of my time trying to work with a company that has no interest in their customers.

  Business response

  02/28/2022

  Complaint ID:  ********
  Filer:  ***************************
  
  Dear BBB,
  
  *************************** 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 store credit.
  
  As the customer stated, she purchased an installable software in CD format.  During the purchase and also at the activation of the product, the customer agreed to our terms and conditions, including the system requirements.  We have discontinued sales (in 2018) and support (in 2019) of the installable software; however, we are not blocking the use of the installable software.
  
  Customer first contacted us on January 31, 2022, to state that her computer no longer meets the system requirement.  Much like a movie DVD requires a DVD player to work, the installable software also need the right operating specification to work.  We do not dictate what customers do with their computers; however, if the customer wants to use the product she owns, she will need to find a path to meet the system requirements.
  
  We also do not require her to purchase an online subscription.  Her CD product is still operational.  If she does move to the online subscription, there are other features she can use such as the mobile access on her phone as she stated she wants in her communication with us.  The CD software does not offer these online features.
  
  The customer was included in our 2020 promotional email to switch CD users to our Online Subscription products.  However, this promotion concluded over a year ago and is no longer offered.  We can offer an extended online subscription trial of 3-months, which she can claim following our teams communication with her.
  
  Providing support is independent of the usage and access to the product the customer has in her possession.  Majority of the customer who use our product do not need assistance, much like a car can continue to operate after the warranty expire.
  
  As the purchase is beyond our 30-day return policy, we cannot refund the customer or provide store credit.  Our recommendation is for the customer to user her CD product by finding a solution to her system requirement constraint.
  
  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

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Rosetta Stone Digital Download, the full version in 2016. This was the one-time purchase option for lifetime access, with a download link on my receipt. Happily, used the software for many years, downloading it occasionally from their website to reinstall when I re-formatted my systems. In 2019 they discontinued their cd-rom and digital download software and switched to an online connected version of their software. Was still able to download installer even though software was no longer supported. Recently attempted to download installer again and all support documentation is still up on their website, but when you type in your product key and hit download, it redirects you to purchase the new version. I have already purchased a valid lifetime license of this software for $200. I should not have to re-purchase. Contacted support and they were unable to provide me with the download link anymore. This was a digital only download version, lifetime license, with no indication that in a few years it would be inaccessible. There is no reason they cannot provide this software as they have for years, for my valid license other than they wish to force you to purchase another license to continue using their software. I really just want the installer for my software license. If they cannot provide that, they should transfer me to a version of their software that is equivalent to what I purchased originally.

  Business response

  02/23/2022

  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 receive a refund or an exchange. 
  
  As he stated, ************** purchased our installable software in a digital download version.  At the time of the purchase and at the time of installation, ************** accepted our terms and conditions.
  
  The download and installation process includes a step to save the copy of the downloaded file for future installations.  The saved copy ensures the customer has the means to install again and again at a later date without the need to download the files again.
  
  The download portal remained open after we ceased sales (in 2018) and support (in 2019) as last efforts to get the remaining users to download and save a copy for future installation.  Over 2 years after the last product was sold, the download portal has closed permanently.
  
  The original purchase requirement was delivered fully when the customer successfully downloaded and installed the software first time.  Additional downloads the customer enjoyed are an extra benefit received while the portal was open.   Our recommendation is for the customer to review his archives for a saved copy of the installable software.
  
  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

  03/03/2022

  [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 artificial hinderance to using software which I had purchased a full license for is most frustrating. Allowing your customers to continue to use the software they purchased, to continue learning and honing their language skills I would think would be one of your priorities as a proprietor of advanced language learning software.
  I had no reason to need an installer for most of my time using this software as it worked great for years, and so did the computer it was installed on. As to looking into my archive for the installer, I have no such archive as I had always known it was available on your support site, with no indication that it would be removed either at time of purchase, subsequent support emails or subsequent support documentation. While support ending for the software was advertised, the ability to access the installer was not. All support documentation is still available indicating you can still download the installer, up to product key verification. However, when you click submit instead of taking you to the download page, it takes you to a page to re-purchase access to your services. How would keeping this installer available to valid patrons harm your business in anyway? They have already purchased the software and cannot access the download unless a valid key is provided. Removing this capability is forcing patrons to repurchase your software for no other reason than being a money grab tactic.
  The software I purchased was provided only by digital means, please allow your customers to continue access to this digital product of which they have purchased in good faith that their access wouldn't be revoked without legitimate reason.

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

• Initial Complaint

  01/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Rosetta Stone sold my husband and I LIFETIME learning access and not once were we told that if operating systems changed they would not support their product. They are stealing peoples money- saying products they sell as Lifetime access- they have no intention of supporting.

  Business response

  02/23/2022

  Complaint ID:  ********
  Filer:  *************************
  
  Dear BBB,
  
  ************************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone")regarding her desire to receive a Lifetime product.
  
  The customer purchased an installable software in 2014.  During the purchase and also at the activation of the product, the customer agreed to our terms and conditions.  The customers are guided with instructions to use the software including saving a downloaded file for future installations.
  
  We have discontinued sales (in 2018) and support (in 2019) of the installable software.  However, we are not blocking the use of the installable software, and customers can continue to install and use the product effectively under the defined system specifications.  Providing support is independent of the usage and access to the product the customer has in her possession.  Majority of the customer who use our product do not need assistance.
  
  As the customer still has access to her lifetime product, 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.
  

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a Rosetta Stone 24 Languages computer software set gifted by my twin sister around 2 Christmases ago. After deciding to finally use gift, attempting to register and activate code on given website resulted in an error reading "Invalid Activation Code". The box was still wrapped upon receipt and code was scratched off 01-20-2022 by myself. I started ******** the error and read that the company no longer sold physical discs and the only solutions people found were hounding the company until they were offered online only memberships (most of which read the unlimited version). As of 01-21-2022 I have reached out to Rosetta Stone via Chat, email, and phone. A very disinterested chat agent only requested the activation code over and over despite requesting escalation. A phone call resulted in a ****** (call dialed 11:09 am central) stating they could only offer 3 month memberships for the 24 month physical package but he wanted my activation code (NOT serial code I offered) to "prove" I even purchased the product and only then could he maybe offer a 24 month membership or get it working ?? As I type I am attempting a call #2 with ******** 11:44 am Central who stated the unlimited memberships were given as a solution 2 years ago and are no longer offered, only 3 months will be allowed. She offered to escalate call for a call/email back in which I let her know I will be awaiting but will be writing the BBB for fraud. There seems to be no solution given for comp'ing for unused digital products that can be authenticated and verified as new.

  Business response

  02/09/2022

  Complaint ID:  ********
  Filer:  *************************
  
  Dear BBB,
  
  ************************* filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone")regarding her desire to receive an unlimited online access.
  
  On January 28, 2022, our escalation team was able to resolve the access to the 24-month Online Subscription the filer received as a gift.
  
  As the filer has access to the product she received as a gift, 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.
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We paid $179.00 to Rosetta Stone on December 15th for a lifetime membership for all languages for my wife. It was an offer where you can pick the date the person receives the product as a gift. I picked 12/24/21. On that date she received an email stating there was a problem and she would be contacted. We received nothing after that. I have submitted a request through their customer support also. The support number is attached below. They should issue a refund if they can't deliver their service. This really screwed up my wife's Christmas and they can not fix that. Also the phone number listed on the charge is not a valid phone number.

  Business response

  01/04/2022

  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 refund.
  
  The customer contacted our Support team on December 28,2021 at 12:47 PM EST, requesting a refund for his purchase.
  
  Our support team processed the refund for his purchase and sent him a confirmation email on the same day, December 28, 2021, at 6:52 PM EST.
  
  The refund has been sent from our bank to the customers bank on January 1, 2022.  The funds should be in his account this week, if not already.
  
  As the desire outcome is reached, we view this matter as closed.
  
  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

  01/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

*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. ↩