Super.com Reviews

Name: Super.com
Address: -, San Francisco, California
Rating: 4.46

4.5 Rating 6,009 Reviews

88 %

of reviewers recommend Super.com

Company Reviews

Metrics

4.5

Based on 6,009 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 86%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	3.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I booked a trip before Covid -19 , and because the flight got canceled from the covid -19 , we couldn’t make it , The snap travel didn’t give me any refund or credit back , DON’T recommend any people book from snap travel , it’s fraud company”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your negative experience. Unfortunately, your booking is not eligible for our COVID-19 cancellation policy, since your booking was made on or after April 14th. This policy was stated throughout our website and booking process, as the health and travel risks were clear at the time of purchase. Therefore, we are unable to amend the non-refundable nature of your booking. Apologies for the inconvenience.

Posted 4 years ago

“I reserved and paid for a room but when I got to hotel they said they had no rooms. So I waited on hold for 2 hours for urgent care team. Who said they would be negotiating on my behalf. Then was told they could not get ahold of the hotel. Asked if I could go to front desk and put someone on phone to confirm that they have no rooms. I did this then was told I will get a refund in 3 business days. Maybe before booking the reservation and taking my money Snaotravel should confirm the availability. No roo and waiting for refund... They are thieves and should not be allowed to do business.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that a full refund has been issued back to your original method of payment. Please note that it may take up to 3-5 business days for your financial institution to process this and for the refund transaction to reflect on your bank statement. Apologies for the inconvenience.

Posted 4 years ago

“The price was right, but nothing thing else was. Don’t waste your time to save 30 dollars. Book direct - you have confidence in the reservation (no need to reconfirm) and you won’t be treated like a second class citizen when you check in. I waited 90 mins after normal checkin time to get a room. WhatsApp support was miserable.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us. Upon reviewing your case, it appears that it has been resolved as you were able to check-in at the hotel and receive a room for your booking. In the future, if you require immediate assistance, please return to your original chat thread and type "Agent" to be connected to one of our 24/7 live agents who would be more than happy to assist.

Posted 4 years ago

“I booked a room with them and the hotel didn't honor the price and can't get a refund or talk to a human.”

Helpful Report

Posted 4 years ago

Hi Gregory, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that our Amendments team has reached out to our travel partners and is currently waiting to hear a response regarding your refund request. Please note that this process may take 10+ business days and any updates about the case will be provided to you through your existing chat thread. We apologize for the inconvenience caused.

Posted 4 years ago

“Snap travel stole 500 dollars from me, I booked a week stay at a red roof inn and was immediately turned away by the hotel for my multiple emotional service animals. The hotel said I would be refunded by the booking agency, and snap travel is saying they will not be giving my money back, over 500 dollars stolen during a pandemic. I am going to file charges against this company”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, it appears that our Urgent Care team had reached out to our travel partners regarding your refund request which was, unfortunately, declined. Please note that we work with many travel partners and not always directly with the hotel to provide our guests with the best deals on hotel rates. As a result, we've been charged for the full amount of your stay which is why we are unable to provide you with a refund or move any further with this case. If you require further assistance regarding this matter, please return to your existing chat thread and type "Agent". From there, you will be connected to one of our 24/ 7 live agents who would be more than happy to assist. Apologies for the inconvenience.

Posted 4 years ago

“Difficult to speak with a real person. Once you do, terrible customer service. Snaptravel refused to change my check in date.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your experience. We reviewed the cancellation policy associated with your booking and unfortunately, it's non-refundable and non-amendable. This means that we're unable to make any changes to your booking. Apologies for the inconvenience.

Posted 4 years ago

“Beware, I booked nine nights and discovered that I needed 10 nights and it was such an ordeal to add an additional night. One big headache! I’m going back to IHG® Or Choice!!!!!”

Helpful Report

Posted 4 years ago

Hi Darren, thank you for reaching out to us and we're sorry to hear about your experience. For booking assistance, please return to your existing chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist you with any questions or concerns that you have. Apologies for the inconvenience.

Posted 4 years ago

“Horrible policy, terrible company. Highly recommend booking elsewhere with another agency. If I could give 0 stars I definitely would.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, it appears that our Amendments team has reached out to our travel partners and are working together to resolve the issue. Please note that any updates about your case will be provided to you through your existing chat thread. Apologies for the inconvenience.

Posted 4 years ago

“I made a hotel reservation on Snap Travel. Upon arriving at the hotel for check in the hotel did not have the reservation and they were booked. I called Snap Travel customer service and after 1 hour on the phone they booked me on a different hotel which cost me more and didn't have the amenities of the original hotel. And all they could say for their incompetence was "I'm sorry". All they offered was a discount for a future booking. What a joke...I'll NEVER book with Snap Travel again.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your negative experience. We understand that this was not the ideal customer experience and we apologize for the troubles that have been caused. As it appears that this case has been resolved by our team as you were relocated to another hotel, we are unable to move any further. Once again, we apologize for the inconvenience regarding this matter.

Posted 4 years ago

“A book a Room with snap travel in Gulf shores Alabama. When we arrived to check in they told us that the Internet and TV was down. We figured no big deal, we could use our hotspots on our phones. Got to the Room and open the door and it was absolutely filthy. It looked like people were still occupying the Room, there was trash everywhere and the beds were turned down. We went back to the counter and while we were there another customer ask for clean towels and they told the customer they were out of clean towels. The hotel offered us a refund but we had to go through snap travel to get the refund. We contacted snap travel, had their representative speak to the representative from the hotel and they had both agreed to refund my money. But then the next day I get an email from snap travel that they will not refund my money. The Room was not as described The conditions work horrible and snap travel in my opinion Is a business that lacks integrity. They will never get my business again and it would behove everyone who reads this to stay the hell away.”

Helpful Report

Posted 4 years ago

Hi Matthew, thank you for reaching out to us and we're sorry to hear about your negative experience. Please note that we work with many hotels to provide our customers with the best deals on hotel rates, and not always directly with the hotel. We understand that in this case, the hotel agreed to provide you with a refund for your stay, however, our travel partners have declined your request during our negotiation. As a result, we have been charged for the full amount of your stay and unfortunately, we are unable to move any further with this case. We understand that this is not the ideal customer experience and we apologize for the inconvenience.

Posted 4 years ago

“This was one of the worst customer service experiences ever. They kept me waiting for several hours before I could speak to someone about changing my itinerary as a result of the pandemic. Agree with previous comments that the “positive” reviews seem manufactured and those that were not are overwhelmingly negative. Stay away it’s not worth the savings. People like this should not be in business.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your negative experience. Unfortunately, we're unable to identify your booking through the information provided in this review. Therefore, we kindly ask that you return to your existing chat thread and type "Agent". At that time, you'll be connected to one of our 24/7 live agents who would be more than happy to assist you.

Posted 4 years ago

“Snap Travel falsely advertised a room at an all inclusive resort by titling the room as “Non-Refundable- All Inclusive”. Upon receiving my voucher after booking, I learned that the room was NOT all inclusive and that the room was falsely advertised. I tried dealing with their agency through their chat support and no one could refund me for the false advertisement. They refuse to take accountability for falsely misleading consumers. This purchase was quite expensive and I feel bad for other consumers falling victim to the same false advertising business practices. There’s no supervisor or manager to speak with, so this situation is literally left to be what it is and likely many people will fall victim to the same false advertisement. I encourage consumers to not use Snap Travel due to my above experience. I’ve traveled a lot (all over the world) and have never dealt with such a dishonest agency. It’s quite shocking since they’re based in San Francisco, so you’d think they’d take a little more accountability like how their tech peers do. That is not the case with this business, so again I encourage consumers to avoid using this service. It’ll save you a headache and lots of time going back and forth with online messenger bots/people (they do not provide a contact number to speak with a live person). When speaking with them, they switch agents mid-conversation. Trust me, DO NOT use Snap Travel”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, it appears that our team is currently working on it and waiting for you to provide them with documentation from the hotel. If you require further assistance, please return to your original chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist.

Posted 4 years ago

“Do NOT USE SNAPTRAVEL! Had a horrible experience with them, impossible to get anything done, especially after they have your money. Better to make reservations directly with ailines, hotels, etc. They are NOT cooperative.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your negative experience. As we're unable to identify your booking through the information provided in this review, we kindly ask that you return to your existing chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist you. Apologies for the inconvenience.

Posted 4 years ago

“Scam company DO NOT USE! I will always deal with the hotel directly, snap travel is top 5 worst companies ive ever dealt with.”

Helpful Report

Posted 4 years ago

Hi Ryan, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that it has been resolved as our travel partners declined your refund request due to the cancellation policy being non-refundable, non-amendable. We understand that this is not the ideal customer experience but we are unable to move further with this case and we apologize for the inconvenience it has caused.

Posted 4 years ago

“Was lied to by snap travel and the hotel I stayed at. When I booked the stay through snap travel it showed a king bed pictured when I got to the hotel it was a double room.”

Helpful Report

Posted 4 years ago

Hi Jordan, thanks for reaching out to us and we're sorry to hear about your negative experience. As we're unable to identify your booking through the information provided in this review, we kindly ask that you return to your existing chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist.

Posted 4 years ago

“If I could give zero stars, I would. Recently I booked two nights at America’s Best Value Inn and when I arrived at the property I was told that Snaptravel hadn’t paid the hotel yet. I had to call Snaptravel and had the most difficult time reaching a human. An hour into the ordeal I finally chose to pay the hotel out of my own pocket even though Snaptravel had already charged me. After much go round, Snap travel finally assured me I would be getting my money back but that has yet to happen. The most frustrating part of this experience is the lack of live people to actually speak with. They conduct most of their business via messenger which is very annoying.”

Helpful Report

Posted 4 years ago

Hi Kate, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that it has been resolved as our team and travel partners were able to contact the hotel and settle the payment issue, as well as provide you with a refund for the amount you directly paid the hotel. In the future, if you require immediate assistance, please return to your existing chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist you. Apologies for the inconvenience.

Posted 4 years ago

“Company stole our money beginning of the pandemic. Asked for refund 3 weeks before trip. They blamed the hotel. Contacted the hotel who said they will honor the refund. Then snap travel claimed the refund was too late. Do not book with this company.”

Helpful Report

Posted 4 years ago

Hi Michael, thanks for reaching out to us and we're sorry to hear about your negative experience. As we're unable to identify your booking through the information provided in this review, we kindly ask that you return to your existing chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist. Apologies for the inconvenience.

Posted 4 years ago

“I booked a business class flight from London to Los Angeles with snaptravel. When I went to board the flight I was told by the airline that my ticket had been cancelled. I called snaptravel and they were extremely unhelpful, all they could do was "refer to their ticketing department", who they also said was "a third party". I missed the flight and snaptravel did nothing to help me resolve the situation, leaving me stranded at the airport and having to buy a totally different ticket. DO NOT USE THESE SHYSTERS. They take no responsibility whatsoever and do not care about their customers. They have refunded my ticket, but that does not go anywhere near compensating me for my additional stress, costs nor inconvenience.”

Helpful Report

Posted 4 years ago

Hi Nicholas, thanks for reaching out to us and we're sorry to hear about your experience. Unfortunately, our team here isn’t currently able to service flight-related concerns. For service related to flights, please call 1-833-600-5830. That will get you in touch with our flight team, BookingVault, who is best equipped to answer questions related to flight reservations. Apologies for the inconvenience.

Posted 4 years ago

“Do NOT use this service, they have hidden fees of $52. There is nothing mentions about additional fees for using there service. Could not get any help from customer service or speak to a supervisor. Also could not tell me where the fees are on showed when booking. I have use a lot of others service Never had anything like this, very very poor”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us and we're sorry to hear about your experience. The price on the folio is what we negotiate with our partners. We add a small margin to cover the costs associated with running a business. We're proud of having the lowest prices around—saving you money on hotels so that you can spend more on the rest of your trip! If you require further assistance, please return to your existing chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist.

Posted 4 years ago

“If I could leave no stars I would. I have been trying to hear back from someone since Sunday night! The room we booked, looked nothing like the photos, it was a "suite" with no POWER, NO HOT WATER, NO HEAT IN DECEMBER! The king suite, had no microwave, leaking bathtub, smelled terrible, no phone in the room, no fridge, no coffee maker.... what kind of "suite" was this? We contacted snaptravel through fb messenger because that's the only contact the give and I still have yet to hear back.”

Helpful Report

Posted 4 years ago

Hi Lorena, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that we've issued you a full refund for your booking, back to your original method of payment. Please note that it may take up to 3-5 business days for your financial institution to process this and for the refund transaction to reflect on your bank statement. If you require further assistance, please return to your existing chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist. Apologies for the inconvenience.

Posted 4 years ago

Super.com is rated 4.5 based on 6,009 reviews