ComplaintsforRosetta Stone, Ltd

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi- I purchased a digital version of Rosetta Stone Total E-French. When I purchased the product I was informed that I'd be able to use this product, both digitally & with the CDs forever on any computer. I recently had to buy a new computer. When I went to install it on my new computer I couldn't. I called Rosetta for help- a rep, ****** said that Rosetta hasn't kept up technology & the version that I have won't work on newer computers. She said my only option is to repay for what I already paid for with their online version. This will not work as I purchased this product under the pretense that I would be able to use the version that I bought for as long as I wanted to. It is not my fault that Rosetta hasn't kept their products updated with newer technology. I want Rosetta to provide me with a version of French that I can use on my computers at no additional cost to me as I already paid for it. I'm not able to buy a new computer with an old operating system as the rep suggested. Thx

  Business response

  11/05/2021

  Complaint ID:  Complaint ID ********
  Filer:  ***********************
  
  Dear BBB,
  
  Customer *********************** initially filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her desire to receive a replacement for her CD software product.
   
  *********************** noted she purchased the CD product (in 2013).  We have discontinued the sale (in 2018) and ceased support (in 2019) of this product.  Although were not selling or supporting, we are not blocking the usage of the CD installable software product.  
  
  The installable software is designed to work within a specified operating condition.  At the time of purchase and during the software installation phase, the buyers are provided with and must consent to the terms and agreements in order to proceed.  The system requirements are covered during this phase.  
  
  As she noted, by moving to a newer computer, she has moved outside the system requirements.  Our recommendation is for the customer to meet that system requirement, so she can use the product she owns.
  
  An owner of a movie DVD is not required to buy a movie streaming service to watch it; however, they will need an operating DVD player to watch that movie.  Our subscription product, like a movie streaming subscription, offers more options to the users, but it is not a requirement to access the CD installable software.  When she meets the operating specification, her software will function.
  
  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.
  

  Business response

  11/08/2021

  Complaint ID:  Complaint ID ********
  Filer:  ***********************
  
  Dear BBB,
  
  Customer *********************** initially filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her desire to receive a replacement for her CD software product.
   
  Customer indicates she paid for a CD and online version; however, only purchase recorded under the email provided is an installable CD software product purchase in 2013.  
  
  We do have a second buyer with the same name but different email address purchasing a 12-month subscription in 2009.  It renewed for a second year in 2010; however, that customer requested a cancellation and a refund that we executed in 2010.  The cancellation request terminated the online subscription for this purchase thread.  
  
  For additional info, for some CD products, we did provided a 3-month trial online access.  As outlined on our terms (check the CD box packaging for easier referencing), after the initial 3-month trial duration, the customer is required to purchase additional online subscription time, if they wish to continue.  There is no record of purchase for this or any other standalone Online Subscription for her email provided.
  
  For now, as the only product purchased by her is the CD installable software, and we have explained previously about her options, we view this matter of her online access addressed (based on the current circumstance). 

  If the customer can provide additional details ideally a receipt or some other proof of purchase we can investigate her claim of an Online Subscription purchase and clear up any confusion.  Purchase email address typically dictates the user ID, so if she purchased using a different email address, the usage will likely be assigned there.

  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

  11/15/2021

  [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 mentioned in my original complaint, I purchased a version of Rosetta Stone that included CDs to use and an online version which I could install/run on my computer without the CDs. Having access to an online version is the main reason I purchased this product as I knew I wouldn't be using the CDs. I have been using the version that I installed on my computer. I don't know why Rosetta is acting like they don't know their own products. I just want to be able to use what I paid for on any computer like Rosetta said I could when I purchased the product. Any computer means any and not only certain old computers because Rosetta doesn't want to maintain the technology of their products.

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

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2017 I purchased two language learning packages for $179 each (total $358). I was offered the options of either receiving a CD by mail or downloading an installation file. I chose the latter, downloaded and installed the software. Everything worked fine until my hard disk crashed a few months ago and I had to reinstall ******* and the Rosetta Stone software. Upon contacting Rosetta Stone to re-download the installation files, I was informed that they no longer support CDs or installation software and have moved to a completely online solution, and offered me a 3-month subscription instead!! This is totally unacceptable. When I purchased these CDs, I was told that I would own this software for life. Now they just expect me to disregard my investment and start paying them for a subscription again. How honest is this?

  Business response

  10/18/2021

  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 for his installable software download product.
  
  ************** noted he purchased the installable Download software product in 2017.  His purchase was fulfilled with the delivery of the instructions on how to download, install and maintain the product for the future. 
  
  While the sales and support have stopped in 2018 and 2019 respectively, the usage of the installable software product is not blocked.  The software product is designed to work under a set operating conditions defined in the system requirement.  If the customers operate within the specification, the software will work; however, if the customers move outside the operating parameters, product operation will likely be impacted. 
  
  As we ceased support of this product, we cannot provide assistance.  However, ************** can follow the instructions provided at the time of his purchase and install his software.  If ************** kept a copy of the downloaded file (per the original instruction), he can install without needing to down load once more.  Otherwise, he can download the software once again; however, our recommendation is to maintain a copy for the future.
  
  The 3-month subscription was a courtesy offer for him to try using our online subscription product, and it is not intended as are placement.  The online subscriptions are on a different platform and are independent of the installable software product.  If he wishes, he can try the subscription or disregard the offer completely as his usage of the software version is not connected to the subscription trial.
  
  Our recommendation to the customer is to follow the instructions delivered during his purchase and install the software on a machine that meets the operating parameter.
  
  We are 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

  10/20/2021

  [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 ********. After I made the complaint, in an email, Rosetta Stone, at last, provided the activation codes that are required to re-download the software and that were not included in the original package as they claim in this response (in the original package, serial numbers and different format codes were provided, but those do not work to re-download the software). While wishing that Rosetta Stone had made the recovery of downloadable software less problematic, and had been more truthful about their intentions and the nature of the problem, (they don't want you to keep using the software you purchased and they want you to trash it and get a new online subscription instead), I accept the resolution.
  
  Regards,
  
  *********************
  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a one year spanish subscription in 2019 for my daughter . I turned off the auto renewal immediately since it was a short term solution until she was able to get into Spanish class the following semester. She had numerous problems with her subscription and just gave up trying to use it. Imagine my surprise to see a $143.88 charge on my credit card statement in August of 2021. I somehow must have missed the $179 charge in 2020 but I wasn't looking for it since I turned auto renewal off. Not to mention that was a really crazy time. Rossetta was only willing to refund my $143.88. I'm beside myself that I turned off the auto renewal and was still charged. I'm sure they can see our account hasn't been used except for trying to get it to work in the couple of weeks of purchase. I should not have been charged since I turned auto renewal off. After looking online I see other's had problems with their auto renewal. It appears they are turning auto renewal.

  Business response

  10/07/2021

  Complaint ID  ********
  Filer:  *****************
  
  Dear BBB,
  
  Customer ***************** filed a complaint identified by the above referenced case number against Rosetta Stone **** ("Rosetta Stone")regarding a refund for renewals incurred on their account.
  
  We have attempted to investigate based on the info provided on this BBB complaint name, email, street address, and phone number and we are unable to locate a purchase made directly with Rosetta Stone or an user account.
  
  It *** be that the purchase was made and renewed from a reseller like Amazon or Apple or Google.  Or perhaps a different person made the purchase.  Without an identifier that we can use, we cannot review this claim.
  
  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 Support Dept.
  

  Customer response

  10/11/2021

  The Order Number was ********. I purchased 12 month subscription for my 14 year old.  I turned off the autonewal when I set up the account for her.

  Savannah Wolf ***********************

  She checked her email and there was no email sent that we were going to be charged another $179.00.  I turned off the auto renewal so we weren't expecting anything further from Rossetta Stone.

  Regards,

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

  Customer response

  11/08/2021

  [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 most definitely turned off the auto renewal for my account.  I have attached an email from Rosetta Stone stating that the auto renewal was turned off on my account as proof.  I'm not the only one that has had this problem.  I was very careful to turn it off since it was a short term solution.  Sadly, it didn't end up working for my 14 year old daughter at all so it wasn't used and a total waste of our money.
  
  As a compromise I will accept the unlimited languages lifetime subscription for $179 that Rosetta is offering at this time (or at the I started this complaint).  This is the same amount as I was charged in 2020 without permission or even notice.  
  
  
  Regards,
  
  *****************
  
  
  
  
  
  
  
  
  

  Business response

  11/12/2021

  Complaint ID  ********
  Filer:  *****************
  
  Dear BBB,
  
  Customer ***************** filed a complaint identified by the above referenced case number against Rosetta Stone **** ("Rosetta Stone") regarding a refund for renewals incurred on their account or a lifetime access.
   
  The customer initially signed up for a trial and subscription package on August 26, 2019, which was scheduled to auto renew to a full subscription on August 30, 2019 when the 4-day trial ends.
  
  The customer then purchased a ******** subscription on August 28, 2019 at 15:09 MT/17:09 ET.  This act of purchasing the 12-month product cancelled the trial and subscription product renewal scheduled for August 30, 2019 as to not double charge the customer.
  
  The email sample she provided is not a confirmation of her turning off the auto renewal for her 12-month subscription, but a confirmation that her trial renewal is turned off.  The first paragraph of the email confirms the cancellation of the scheduled renewal and notes that the trial portion of the access will end on August 30, 2019.  (Please reference the email she provided previously.)
  
  Also, the email attachment shows it was sent at the same time she purchased the 12-month product (8/28/2019 at 15:09 MT) which caused that cancellation.  If the customer checks, she will find an order confirmation email of the 12-month purchase at that time as well.  Both of those event are in sync with our records.
  
  We do not have a record of the 12-month subscription renewal being turned off by the customer.  As the trial cancellation shows, the renewals are controlled automatically.  If the 12-month subscription renewals were turned off, there would be three distinct and separate markers:  1) system registration of the renewal cancellation request from the customer, 2) system turning off the renewal, and 3) confirmation email going to the customer stating the renewals are turned off and when their current access will end.  We do not see any of these markers.
  
  In regards to notifying customers about renewals, there are two distinct stages.  Initially, at the time of purchase, the customer has to agree to our Purchase Terms, our Terms of Use, and the automatic renewal.  Otherwise the purchase cannot be completed and the account cannot be created.  The automatic renewal is notified to the customer at the time of purchase on our webpages in multiple locations, including the cart at the time of purchase.  (See attached example.)
  
  Additionally, we also send out 2 renewal notices prior to the renewal event once a month before the renewal and once again 1 week before the renewal.  The email is sent to the accounts email since as the user email, it is the transactional email on record.  (Note:  this is the same email address as the sample email she provided.)
  
  We understand the customers concern, which is why offered the exception to allow the customers 2020 purchase of the 12-month subscription to be used now, bypassing its expiration.  We offer this as a courtesy and not as an obligation, which is why we cannot alter the offer beyond what was purchased in 2020.
  
  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 Support Dept.
  
  

• Initial Complaint

  09/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently attempted to use the Spanish CD's I purchased from Rosetta Stone (RS) several years ago. I called RS customer service. RS verified that they have my information and show that I purchased Spanish and German programs. The customer service person explained that RS made the decision to stop supporting the CD programs. RS 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.". RS 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 Lifetime program at no cost as a replacement.I followed up my call with a written response and have not had the courtesy of a reply (attached).

  Business response

  10/07/2021

  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 exchange his CD product for a free subscription.
  
  ******************** noted he purchased the installable CD software product several years ago.  The installable product sales ceased in 2018, and their support was discontinued in2019.
  
  While the sales and support have stopped, the usage of the CD product is not blocked.  The CD installable software product is designed to work under a set operating conditions defined in the system requirement.  If the customers operate within the specification, the CD software will work; however, if the customers move outside the operating parameters, product operation will likely be impacted. 
  
  To clear up any confusion on whether ******************** has to purchase again, the online subscriptions are on a different platform and are independent of the installable CD product.  As such, CD software owners do not need to buy an online subscription to use their CD product.  This is similar to DVD movie owners not needing a movie streaming subscription to watch their movies on a DVD player. 
  
  Our recommendation to the customer is to revert or use an older computer that meets the software's operating parameter to continue using the installable software products he owns.
  
  We are 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

  09/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2020, I purchased online the Rosetta Stone Spanish (Latin America) kit with dictionary, grammar, and Spanish at a Glance. It is the program with CDs. Today I learned that what I bought is worthless because now the system is all online. The change was made in 2019 before I bought the kit, so I was sold a product that was no longer valid. That smacks of fraud. I paid for something that was useless, and that justifiably makes me very angry. If the product is no longer of any value, I demand a full refund. I am not a wealthy man nor a young man. I received assistance from a number of government programs and do not have money to throw around, I am asking that Rosetta Stone do the honorable thing and reimburse me for the worthless product that was sold to me.

  Business response

  09/10/2021

  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 for his purchase.
  
  In his statement, *** ***** stated purchased the installable CD software product in 2020.  This is a product Rosetta Stone ceased selling in 2018.
  
  If the customer purchased this product in 2020, it is likely he purchased from unauthorized reseller, who does not represent Rosetta Stone. 
  
  As an unauthorized sale, Rosetta Stone cannot validate if the package contains a valid product, or if the product is a counterfeit product, or if the product license has already been used by the seller.
  
  As the purchase was made without Rosetta Stones involvement, we recommend *** ***** contact the person who sold him the product for his refund.
  
  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

  09/12/2021

  [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 purchased the item from ******** If the manufacturer sold the outdated item to ******** the manufacturer did so dishonestly. I maintain that the fault still rests with the manufacturer.
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally was told by a manager that they would honor a lifetime membership because I purchased their CD's and they sent me an email asking me to respond if I wanted that lifetime membership to the wrong email. They had 2 email accounts on file as I called them and updated them with my email address so they has the right email account but now they want me to pay even though they told me they would honor the lifetime membership. When this all originally happened I was told they sent me an email and I asked them where did they send it, they told me my old yahoo account as I switched to my web email and I was literally one day off.

  Business response

  09/10/2021

  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 Lifetime Subscription access for free.
  
  During July 1 to 8, 2020, we ran a promo giveaway for our customers who purchased our installable software.  As a courtesy, we sent an email notification to the addresses the buyers provided at the time of purchase act of purchase defines this as their business transactional email of record.  The courtesy email simply notifies of the event and does not promise a lifetime subscription to the email recipient.
  
  When *************** initially contacted us on August 26, 2020,nearly 7 weeks after the promotion, we explained that he missed the window of opportunity and offered a 12-month subscription as a courtesy, which the customer claimed on August 31, 2020.  No promise of Lifetime access was made by a supervisor or any emails sent to this effect.
  
  **************** contacted us recently on September 1, 2021,requesting a Lifetime access again.  As the promo has been over for 14 months, we explained again we are unable to honor the promo.  However, while handling the escalation, our supervisor made a one-time exception to grant him a single Lifetime access for his language.  *************** has claimed this on September 4, 2021.
  
  As **************** has received his desired outcome, 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.

*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. ↩