Super.com Reviews

Name: Super.com
Address: -, San Francisco, California
Rating: 4.48

4.5 Rating 5,905 Reviews

88 %

of reviewers recommend Super.com

Company Reviews

Metrics

4.5

Based on 5,905 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Postal Service, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 81%
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

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“Scaaaaam scaaaaam scaaaam scam scam scaaam”

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Posted 7 months ago

Hi Karine, We are sorry to hear how you feel about our service. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to assist you. All our contact information is available on the app and site: https://snaptravel.freshdesk.com/support/solutions/articles/48001209680-how-to-contact-super-travel

Posted 7 months ago

“Quick and easy and saved us some money!!!”

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Posted 7 months ago

“Quick and simple! Great deals on great hotels! 4 star room for 2 star price!”

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Posted 7 months ago

“Very quick, friendly booking experience.”

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Posted 7 months ago

“I am very dissatisfied . I booked a hotel in Fargo ND. I paid by credit card , when I arrived at the hotel , at reception they said : my reservation had been canceled. I had to pay a second time for a two -day stay. I am asking for my money back. how to contact customer service of Super.com ?”

Helpful Report

Posted 7 months ago

Hi Chris, Thank you for reaching out to us about your reservation. We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. This matter has been escalated to our support team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible. Regards

Posted 7 months ago

“Booked my reservation last Sunday B_11289295, on Monday called to hotel to confirm and was told super.con cancelled my reservation. They charged my credit card too. I have been calling them since Monday trying to get a resolution with no success. I will be posting on Instagram to thousands of my followers to avoid this company like a plague. I will also report them to Trivago where I found them and flag them as the biggest scam. And I will be contacting my bank and cancelling the charge. I am so upset, Friday is my husband bday and we were going to spend the night in downtown Chicago and now I don’t have a reservation, wasted time with them and now prices are skyrocketing. Please if you see Super.com anywhere RUN, YOU WILL BE SCAMMED.”

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Posted 7 months ago

Hi Inna, Thank you for reaching out to us about your reservation. We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter. We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on, any resolution or updates must continue through your financial institution. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future. Regards,

Posted 7 months ago

“While Super.com may initially catch your eye with their competitive hotel booking prices, my experience with their customer service has been nothing short of disappointing, disorganised, and, most significantly, exorbitantly costly. I found myself with a problem when my friend and I mistakenly booked hotel accommodations for the wrong dates. With our travel date fast approaching, we knew we needed to rectify the situation as swiftly as possible. Super.com offered a glimmer of hope, stating that, for an administrative fee and pending the hotel's approval, they could attempt to amend our reservation. We were told that their amendments team would liaise with the hotel on our behalf. However, this is where the ordeal began. For an entire week, we received no updates, despite sending follow-up emails. Frustrated and running out of time, I decided to call the customer service team using the phone number displayed on the Super.com website. Little did I know that these calls would cost me a whopping £555 ($689), a fee that was never disclosed beforehand. During those excruciating days leading up to our trip, I made a total of nine phone calls to Super.com, mostly spent waiting on hold or in a queue. To make matters worse, it turned out that no one from Super.com had actually contacted the hotel on our behalf, as they had claimed in their email and on the phone. I personally reached out to the hotel, only to find out that they had no record of Super.com's communication. This blatant misrepresentation of their efforts left us bewildered and frustrated. After numerous phone calls and conflicting information, we received an email from customer services stating that they could not amend our booking, even with the hotel's approval. Instead, they suggested that we contact the hotel ourselves to request a refund and then obtain written approval to send back to Super.com. This was a stark contradiction to the information we had initially received. Exhausted from the runaround and time constraints, we had no choice but to change our plans and book new flights to accommodate the existing reservation. To our surprise, shortly after our decision, we received yet another email from a different Super.com representative claiming that they were diligently working with the hotel to change our dates and were awaiting a call back from the hotel. This sudden change in stance only added to our confusion and frustration. While Super.com's customer service can be reached via email, their response times are painfully slow, rendering meaningful communication nearly impossible, especially when time-sensitive travel plans are involved. Moreover, the misinformation they provided about their communication with the hotel demonstrated a lack of honesty in assisting us. While we acknowledge our initial mistake, it was Super.com's initial assurance that they could assist us (for a fee) that led us to persist in seeking their help. The eventual revelation that they couldn't provide the service they had promised was not only immensely frustrating but also costly, as evidenced by my shockingly high phone bill. I have submitted this complaint to Super.com, and despite more than a week passing, including a follow-up email, I have yet to receive any response from them regarding this matter. I am also exploring my consumer rights regarding the undisclosed call charges incurred. I remain open to discussing this matter with Super.com if they respond to my emails”

Helpful Report

Posted 7 months ago

Hi Jack, Thank you for reaching out to us about your reservation. We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. This matter has been escalated to our Corporate team who will follow up with you as soon as possible. Regards

Posted 7 months ago

“Horrible Scammers Went to hotel My reservation wasnt there Now super is denying refund too”

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Posted 7 months ago

Hi Raj, We are truly sorry to hear about your most recent experience with us. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team. Regards

Posted 7 months ago

“Company is a Scam. After booking B_10916329 a hotel stay and when arrival the hotel room was dirty and full of mold, hotel agreed to cancel our booking and refund us. They contacted super.com and authorized the refund and sent all written documentation super.com still has not provided a refund and continues to come up with excuses. Super.com is stealing people’s money.”

Helpful Report

Posted 7 months ago

Hi Diana, We are sincerely sorry to hear that you had trouble with your reservation. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter. We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on, any resolution or updates must continue through your financial institution. We apologize for the inconvenience.

Posted 7 months ago

“Instant response n no hidden costs. Good value. Repeated bookings.”

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Posted 7 months ago

“This is the closest thing to stealing money by a corporation, or get a lawyer to read their bylaws very carefully.”

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Posted 8 months ago

Hey Tom, We apologize for any negative impression you may have formed about our service. We can assure we are a legitimate company that has been featured in many reputable publications, including Financial Times, Forbes, New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets. Can you please elaborate on your specific situation? Please include a valid reservation ID and email address used for booking. This information will help us investigate and resolve any problems effectively.

Posted 7 months ago

“didn't get the hotel that I booked and paid for then they said they had no record of me when I told them about it. I then sent them a copy of the confirmation email and now it's crickets. I don't recommend this site for booking a room as it was a terrible experience and ruined my trip.”

Helpful Report

Posted 8 months ago

Hi Mike, Thank you for reaching out to us about your reservation. We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. This matter has been escalated to our Urgent Care team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible. Regards

Posted 8 months ago

“I booked my room for a great rate. I was checked in with zero issues and checked out with zero issues.”

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Posted 8 months ago

“Hotel was a disaster, three almost sleepless nights due to rumbling in pipes. The hotel disregarded the compaint, so did Super. It is better to use legite platforms, even if stays are more expensive.”

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Posted 8 months ago

Hi Lila, Thank you for reaching out to us about your reservation. We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management. If something goes amiss during your stay, please let the hotel know directly. It’s their role to make you as comfortable as possible! The only exception that would allow us to issue a refund or compensation would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name. This case has been escalated and you will hear back from us shortly. Please note we will not be able to compensate unless we have approval from the hotel. Regards

Posted 8 months ago

“scam. got hotel and there was no card on file. had to pay with another card so I better not be charged.”

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Posted 8 months ago

Hi Bradford, Thank you for reaching out to us about your reservation. We are sincerely sorry to hear that you had trouble with your reservation and that you had to pay twice. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. This matter has been escalated to our Urgent Care team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible. Regards

Posted 8 months ago

“Tryed to check in the hotel but hotel did not had reservation under my name and they told me they never had contact with super.com before. Now trying to get the money back but with what i read here, the money is gone.”

Helpful Report

Posted 8 months ago

Hi Fabian, We are truly sorry to hear about your most recent experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team. This will enable them to investigate your situation thoroughly and establish direct communication with you. Regards

Posted 8 months ago

“Excellent! I got the best price and there were no additional surprise fees when I got to the hotel”

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Posted 8 months ago

“DO NOT USE SUPER.COM SCAM.... I booked a luxury hotel reservation on August 17 with Super.com via the KAYAK web site. It was Too Good to Be True!! I received a "Confirmation" from Super.com with their Confirmation number. The Hotel DOES NOT HAVE A RESERVATION IN MY NAME OR IN SUPER NAME ALLOTED TO ME. As of today Sept 13, the Hotel STILL does not have the booking in their reservation system. I have called, and e-mailed, repeatedly since making the reservation, was told that "Don't worry, your reservation is confirmed" but they REFUSE to put me in touch with a Supervisor or Manager, despite repeatedly asking to speak with one. I was told I would receive a call back in 24-48 hours, but no call backs from anyone. Sometimes, I received an e-mail back stating "We are working on resolving your issue". If I respond to that e-mail, I get back nothing. I have contacted the Hotel repeatedly as well and they confirm that this site has a history of not having legitimate reservations. The Super.com actually states that sometimes the reservation does not appear in the Hotel Booking system until day of check in!!!! Are we really that naive and would accept a booking that cannot be confirmed with the property? Needless to say, I have cancelled the reservation and am awaiting credit card return credit. I already anticipate issues with getting the refund as well.”

Helpful Report

Posted 8 months ago

Hi Chaz, Thank you for reaching out to us about your reservation. We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. This matter has now been resolved by providing you with a full refund on cancellation. Regards

Posted 8 months ago

“Super saves time and money. I had no issues booking my room.”

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Posted 8 months ago

“Worst company ever! Hotel confirmation number didn’t work, was put on several 20 minute holds while they tried to get a new confirmation number which also did not work, I was promised a refund if I sent an invoice since I had to pay the hotel directly. I have not received a refund and every time I call they claim to be working it and an excuse they need the hotel to confirm and can’t provide a time because they are waiting to hear from the hotel. They also say they will contacted back and never do.”

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Posted 8 months ago

Hi KC, We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible. We greatly appreciate your patience while our team works diligently to resolve this matter.

Posted 8 months ago

Super.com is rated 4.5 based on 5,905 reviews