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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased **************** 2021 but it did not download and when I referred back to the email the *** section could not be accessed. I asked for a call back from them for July 8 at 9:30 AM and I got an email that they would call at 9:30 PM. There are way too many red flags. I wish I would have consulted BBB before saying I would purchase. You would hope people would be legitimate and fair but obviously not this company.
Business response
09/07/2024
The email in question was showing 9.30 PM Singapore time (default time zone of the service we're using) - this was a correct time for what the customer scheduled, but by a mistake, an email subject was not converted to her local time.
The customer initiated a chargeback, and we accepted it.
Initial Complaint
15/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I contacted SoftwareKeep because their website indicated that they had the product, (MS ******* 2019) that i needed, at a good price (~$89). I paid the money (Discover Credit Card), and clicked the "Download" button. After a few minutes of looking for the normal pop-up box showing download progress, i called the ** support number (option 2-technical support) and spoke with **** who told me how to view the download progress, which i was able to do. The download file was huge--over 4GB!, and I'm on a slow ADSL connection!--which seemed too much for merely *******. It turned out that it wasn't merely *******--it was for the entire MS ****** suite! AND--it was an *** (image) file for which one has to have some special knowledge of IT to know how to properly get it to work--it's NOT intuitive to non-IT folks. Anyway, I was able to install it (you have to open the *** file using File Explorer to see the Setup.exe file). Thinking it was only going to install ******* 2019, I was surprised when it was apparently re-installing MS ****** over my existing MS ******. When it finally finished (after an hour of grinding away), ******* 2019 was nowhere to be seen. I went to the file location where one would normally expect to see *******.exe, but it wasn't there. I've called **'s tech support number more than a dozen times since the install, it rings 30 or 40 times, and finally a voice says something like, "Sorry, but we can't answer your call right now. Try again later." (CLICK) At this moment, I think I've been had, but will continue to attempt to get someone on the line. Down and dirty, DON'T EVEN THINK ABOUT BUYING FROM THIS VENDOR!!Business response
16/04/2024
We have just issued a full refund for this customer.
Initial Complaint
15/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 08/29/2023 I went online to purchase ********* **** software. I thought I was on the ********* site as it looked authentic. After I purchased the software, the company sent me a code to allow downloading. When it didn't work, I participated in an online chat with a representative. The guy said that I had purchased software for a PC, not for *****. I didn't realize there were two versions. I asked to exchange it for the correct version for ***** because I own an *****. He said he could sell me the correct one for 20 percent off. I said no and asked to speak to his supervisor. The supervisor called me, and I explained the situation. He said the same as the other guy, so I said I would be contesting the charge with my credit card company. I have done that, and they supposedly are working on it. On the letter from my credit card, the company that billed them was called SOFTWARE_1985, but on my email from them they were called SoftwareKeep USA. The amount they charged my credit card was $57.39 and the Order Number is *********.Business response
19/09/2023
As the customer explained, she purchased a wrong product, and redeemed the product key.
Our Return policy clearly states that a product key that has been registered can not be returned/refunded. This has been pointed out in the email we have sent you with the product key and instructions as well:
Before you proceed, please be advised that this software is only compatible with ******* 10 and 11(not compatible with *** or **********). This lifetime use product can only be installed on one ******* 10 or 11 PC. Please contact us if you think you purchased incorrect software and do not attempt to redeem the product key. Our Return policy states that once the product key has been redeemed whether the software is installed or not, we are unable to issue a refund.We offered the customer to purchase the correct product at the discounted price, but she refused.
Customer response
21/09/2023
Complaint: ********
I am rejecting this response because:I did not understand the message about the difference between *** and PC versions. Because I am unable to use the product, the company can check that I did not use the software. Their sales site is deceptive. I thought I was dealing with ********* directly, not a software resale company. All I want is to be able to use ********* **** on my computer, and I thought that's what I was buying. I see from other complaints that other people have made this same purchase of ********* **** and were unable to use it. This is misleading and unfair to a customer like me who does not buy software often. Again, I though I was dealing with *********, who would be able to make this right with their customers. To make me an offer to purchase the same thing I thought I had just purchased in the first place at a discounted price is insulting.
******************************************Business response
25/09/2023
The email with the product key is clearly labels product as "for *******" and has a very clear warning that, once the product key is redeemed, we cannot issue a refund - I have attached a screenshot of the email.
The best we can do in this situation is to issue a 30% refund - this was already processed and the confirmation was sent to the customer.
Customer response
27/09/2023
Complaint: ********
I am rejecting this response because: giving me a partial refund is a good start, but I want a full refund because the site led me to believe I was buying ********* **** from ********* and that I would be able to use it. It wasn't *********, and I can't use the product. I'm including a screenshot of the standard invoice from software keep. Nowhere does it say their name. I want a full refund.
******************************************Initial Complaint
21/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased "software" from this company. There was no software provided, i have been unsuccessful in reaching their "customer service", Receiving a voice memo stating " *** *** *** ******* ** **** **** ******" despite it being provided as their Customer service line open at any time.Business response
22/08/2023
The customer purchased a ********* ****** 2021 Home and Student suite from our website. We upgraded the order to ************ **** without additional charges. The product key and download instructions were sent to the customer’s email address and the product key was later redeemed on *********’s website using the same email address.
The customer reached out asking for a refund. Since the product key was redeemed, we asked to verify if the software is attached to customer’s ********* account, customer never replied and initiated a dispute.
Our refund policy clearly states a refund can’t be issued after the product key is redeemed. It is present on our website at all times, and there is a refund warning in the email with the product key.Initial Complaint
24/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This software site is a ****. They charge for software, then a couple of minutes later send you an email stating that the credit card had some problems, and that they need some "additional information", and then proceed to ask you to scan your credit card statements and send it to them. When I called this business, someone with an ****** accent answered after 15 minutes of the phone ringing, fumbled around on the call for a couple of minutes, and then reiterated that they needed some "additional information". According to my credit card provider, this has all the hallmarks of a wire-***** ****. A check of my current statement balance shows that they did indeed charge me, so the "additional information" appears to be a phishing ****.Business response
27/02/2023
Our payment processor labeled the payment as suspicious, and we tried to verify if the buyer is authourised to use the card.
The customer refused, and the purchase was refunded in full
Customer response
27/02/2023
Complaint: ********
I am rejecting this response because the business is not telling the truth. The charge went through, by their own acknowledgement, and they refused to send the product, instead engaging in what my credit card provider called a phishing **** to gain customer information. They have still charged me for the software and have not provided it, nor a refund as stated. In essence, they committed wire *****. I'm letting my credit card company deal with this aspect.This business is very suspicious, and the BBB should make note of this. The website lists this business as an 'American Business' on their website, and yet there's no existence of this. The purported address of this firm is physically located in a run-down barn in rural WA. The BBB lists yet another address for this firm in Canada, which is nothing more than a PO Box at a *** store. This company does not appear to be operating a valid business in either *****************, or Canada, and only has a virtual presence on an ****** server.
I will be reaching out to the ************************** in WA to investigate this matter, and would ask the BBB's assistance in pointing me towards the proper ******** agency with oversight in matters such as these.
Sincerely,
***********************Business response
08/03/2023
The customer's payment was labeled as possible ***** by our payment processor, and we tried to verify the buyer is authorised to use the card.
He refused to provide the requested info, and the payment was refunded in full
Initial Complaint
30/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchases ********* ****** 2021 on 9/6/22 for $89.24 from "*** ****** ****** *********** ***" and never received the product code. It is no customer service number on the site; I am unable to reach anyone from the company.Business response
16/02/2023
A full refund has been issuedInitial Complaint
13/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Didn't realize they were considered 'third party'. Downloaded a product that was supposedly updated and labeled 2019. Only to realize it did not have the add on needed. Did not have anything new or updated compared to the product I already have. ********* told me they would refund me 30 days of purchase if it came from them. But since it's through a third party. I would have to take it up with this so-called company. Which they're refusing to do so. Yet, ********* allows 30 days? This company refuses to do so after I've had it for a few hours. Response seem rude from 'ANNE' and their manager 'Denis'. Also the number my husband called seem fake and kept ringing. Don't understand why I can't get my refund from this company when ********* tech team even took 30 minutes to try and figure out the issue. Make sure do double check where you're purchasing your product. I had a deadline and this was the top link when I searched the product. Do yourself a favor and purchase from ********* itself. As they seem to be very professional and understanding.Business response
16/01/2023
The customer purchased ****** 2019 from our website expecting it to have some add-ons which were not advertised anywhere.
There is a clear warning in the email that a refund is not possible after the product key is redeemed (attached) - the customer redeemed it.
We have repeated our policies, and as a goodwill gesture we issued a 30% refund.
Customer response
18/01/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******* ***********Initial Complaint
11/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchase ********* ****** *********** and **** for $75 and was never provided with a licensing key/download instructions as promised.Business response
12/01/2023
Our payment processor labeled this transaction as possible fraud.
We asked the customer for verification, he declined and requested a refund
A full refund has been issued on Sunday, January 8th, and a confirmation email was sent to customer
Initial Complaint
05/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a permanent license to ********* ****** 2021 for *** from Softwarekeep.com on 1/1/2022 for $109. On 1/1/2023 the software stopped functioning. It was evidently not a permanent license but a temporary one, valid only for 1 year. This was sold under false pretenses. I messaged Softwarekeep.com and have not received a reply. * ****** **** ** ** *** ****** ******** ****** ******* *** ********** **** ***** ********* **** ******* ********** ******* ******** *****Business response
06/01/2023
The customer did purchase permanent ****** 2021, and we provided it.
He did reach out - for various reasons, the issues he described, just happen sometimes.
However, we replied sending detailed instructions on how to resolve the issue, yet, he decided to raise the issue you here instead of working with us on resolving the issue.
Email correspondence in the attachment.
Initial Complaint
21/11/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Company is not an authorized dealer for ********* products and is unreachable by phone or email. Product key never delivered for ********* ******.Business response
23/11/2022
The purchase has been refunded in full as per customer's request.Customer response
06/01/2023
This was resolved with a full refund, thank you.
You have my permission to copy/paste this to the file.
Best, ***** *****
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Customer Complaints Summary
18 total complaints in the last 3 years.
2 complaints closed in the last 12 months.