ComplaintsforRosetta Stone, Ltd

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Rosetta Stone version 3 - Greek language learning solution comprised of CDs. Price on the box is listed as $539. I liked that I had the CD version since it gave me access to the lessons years later. The CDs are in great shape, barely used. However, several days ago I tried to open the CDs. Went through the whole download/installation process with the code number only to receive a message that the lesson could not be opened due to a “minor error”. I called customer service. I was told that the company went through some updates in 2019 and the CD versions are no longer supported. I was eagerly advised to purchase the online subscription which is the only one offered. First, I purchased a product with the understanding that I would have indefinite access to it. How convenient for a company to sell such a costly product to customers and then a few years later turn around and say—sorry but we do not support the product any more, now let’s sell you the same product on a different platform. Second, if you do that I expect that you either provide me with indefinite access to your new platform/ online version or refund me the cost of the product I had purchased. I am considering filing w/ a small claim court.

  Business response

  09/01/2023

  Complaint ID:  ********
  Filer:  *********************************
  
  Dear BBB,
  
  Customer **************************** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding the CD-ROM purchase.
  
  To clarify, the customer purchased our installable software in a CD-ROM version and not our online Lifetime subscription.  The CD-ROM product is a software that is installed on a computer, and it is independent from our online subscription product. 
  
  We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the CD-ROM product is still operational as long as the computer runs ***** flash player. 
  
  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered.  However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the CD-ROM software, the customer does not get the online subscription version for free later on as their needs change. 
  
  As we have not revoked/blocked her CD-ROM product usage, our recommendation is for the customer to use the product she owns on a computer 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

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Lifetime subscription of Rosetta Stone Latin Spanish learning product. I haven't used it for a few years, but found to my surprise, I no longer have access to the online portion of it. Why? Because they no longer support this version. If I want to continue, I must purchase another "Lifetime Subscription" (or 3 mos, 12 mos). I understand technology changes, but they should offer the option to upgrade at some incremental cost. Otherwise this is just sneaky and deceptive. Thier Terms and Conditions (hard to find on their website), states the "Lifetime" refers to the lifetime of the product only. As a customer I feel really duped!

  Business response

  08/24/2023

  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 upgrade options.  
  
  To clarify, the customer purchased our installable software in a Download format and not our online Lifetime subscription product. The Download product is a software that is installed on a computer, and it is independent from our online subscription product. 
  
  We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the Download product is still operational - much like a car can continue to operate after the warranty expires. 
  
  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered.  However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the Download software, the customer does not get the online subscription version for free later on as their needs change. 
  
  As we have not revoked/blocked her Download product usage, our recommendation is for the customer to use the product she owns on a computer that meets the operating specification or upgrade to the online subscription. We have reached out via email providing the customer an upgrade path. 
  
  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

  08/24/2023

  [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 advertised as a "Lifetime purchase".  I, as many others who have also complained to the BBB (and elsewhere) believed that to be MY lifetime, not the delivery method of the product.  You changed the format, and I lost my "lifetime subscription"!  This is clearly deceptive advertising!

  It is especially egregious considering the new format is now online.  It would have cost the company nothing to let me switch over to your new method of delivery, even though I would have been happy to pay a nominal "upgrade" charge.  So, to continue the use of the service, I would need to purchase it again.  What happens when the delivery method is changed again?
  

  Regards,
  
  *************************-********

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried to cancel autorenewal but their website makes it impossible. I tried their chat online service about this and they gave me 2 different phone numbers which are both disconnected and no longer in service with the chat service continuing to disconnect with me each time I reached out for help to resolve this issue. This site is acting dishonestly

  Business response

  08/01/2023

  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 cancel the auto renewals on her account.
  
  The customer purchased a 3-month subscription product on July 19, 2023.   First contact attempt regarding this product is on July 21, 2023  where the customer’s chat went through successfully and was provided 2 working phone numbers and an email address to contact our Membership department in regards to canceling her renewals. 
  
  The customer was able to reach our Membership department via email on July 21, 2023 where the agent was able to cancel the renewals on her account. 
  
  We have canceled her account, but she has access until October 19, 2023, when her 3-month purchase concludes. 
  
  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

  08/07/2023

  [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. 
  

  ---------- Forwarded message ---------
  From: ****** <******************************>
  Date: Fri, Aug 4, 2023 at 4:38 PM
  Subject: (No Subject)
  To: <drteam@mybbb.org>
  

  
  I'm replying to the email you sent me to thank you for your help. Rosetta Stone did cancel my subscription away I filed a report to you. The reply on their letter stating they gave me 2 valid numbers is not true. The numbers were both disconnected. The chat lesson was not successful because she stopped chat twice when I was complaining.
  Anyways, the good news is that they did cancel subscription.
  *********************
  
  Sent from ****** Mail mobile
  
  Regards,
  
  *********************
  

• Initial Complaint

  06/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have taken 2 college semester of Spanish and paid 900 each. This includes Rosetta Stone and is the only teaching method. Now I'm out of class and have no access to Rosetta Stone. They blame the school and the school blames them. I want lifetime access to all languages as I have paid 1800 for 6 months of Rosetta Stone. I'm complaining to Federal Student Aid as well. I had to take student loans for this class.

  Business response

  07/06/2023

  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 lifetime subsciption for free.  
  
  ******************* contacted Rosetta Stone on June 19, 2023 (via chat) requesting a free lifetime subscription to our product. It was the opinion of ******************* she was entitled to this subscription, as she paid her school system ~$1800 USD for access to the program.
  
  We have a contract with the school system to provide a specific number of licenses annually to the product. The school system has the discretion on how to allocate or sell those licenses to the students. We have no contract specifically with ********************
  
  We explained to ******************* that she would need to contact the school system since they provided her the license. ******************* ended the chat at this point.
  
  At this time we only have a contract with the school system and not ********************
  
  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

  07/15/2023

  [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:
  It is a scam on students by both Rosetta stone and the college. They both make tons of money and leave the student screwed out of a membership aor speaking a  fluent language.  Rosetta Stone is no longer the best as it sits. Now I will be paying for another lifetime membership with a different company. $1800 for 2 semesters of Rosetta Stone the the College is a joke especially when you still can't speak Spanish. If you see your college using Rosetta Stone for your lessons RUN. It's an expensive scam you will pay interest on. Hope your sticks see hits like this more often. Thanks for the contract with my school to screw me out of learning Spanish on student loans. Buyer beware. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 29th, 2011 I paid $640.93 for Rosetta Stones Yours for Life Spanish language cdRom set. (Thank you for entering the world of language learning with ?Rosetta Stone. This email provides you with important?order confirmation details.Order ConfirmationOrder Number:******** Spanish (Latin America) v4 TOTALe - Level 1, 2, 3, 4 & 5 SetSubtotal in USD:599.00Tax in USD:41.93Shipping in USD:0.00Total in USD:640.93)At the time of purchase Rosetta Stone advertised the package for use on desktops or laptops with an option to purchase additional online services (to access the lessons from anywhere). They said as long as you had the cdRoms you could download the software to any computer (being mindful of the licensure restrictions).When I became aware that the product was no longer going to be supported by the ***** Flash Player, I called immediately. I was given 6 months of the online service at no additional charge and was told that Id still be able to use the primary functions of the software program but it would no longer be linked to any of the online services. Fast forward to 2023, when I had to purchase a new computer. I decided to download the new software to my computer when I got a message saying that the installation failed and I needed to contact the software manufacturer. It was **** who advised me that my computer was too new and the program only ran on the previously downloaded FlashPlayer on my old computer. He indicated I would need to pay another $79 to access Rosetta Stones new online version. I refused and demanded to speak with a supervisor. He said that hed have one call me back in 1-3 business days, refusing to escalate the call. I am not paying Rosetta Stone another dime. They need to either provide me a refund for their now obsolete product or provide access to their replacement product in an effort to honor their original guarantee.

  Business response

  06/20/2023

  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 refund or a replacement access.
  
  To clarify, the customer purchased our CD-ROM on March 29, 2011. The CD-ROM product is a software that is installed on a computer, and it is independent from our online subscription product.
  
  We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the CD-ROM product is still operational as long as the computer runs with adobe flash player.
  
  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered. However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the Download software, the customer does not get the online subscription version for free later on as their needs change. 
  
  The customers purchase from 2011 is well past our 30-days return policy window, and as such, his purchase is not eligible for a refund.  As we have not revoked/blocked his CD-ROM product usage, our recommendation is for the customer to use the product he owns on a computer that meets the operating specification. The customer was offered to upgrade to our unlimited language 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

  04/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Lifetime Subscription for a one time fee of $299.00. I was charged a fee of $129.00 and realized this is actually the second time they billed me an additional $129, one year ago I didn't notice the money taken out of my bank account this year I did and when I went through my ****** account I discovered this had been an recurring thing.

  Business response

  05/11/2023

  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.
  
  The customer purchased a Lifetime Plus subscription product on April 16, 2021. Our Lifetime Plus subscription includes a Lifetime subscription and a 12 month tutoring subscription, which would renew annually. There was no contact history prior to May 11, 2023 for this purchase.
  
  We have created a support case for the learners refund request and our Membership team will follow up with the learner in regards to the refund and her account. 
  
  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

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lifetime membership with Rosetta Stone (specific date unknown). While attempting to update personal information on the website, I ran into difficulties - precisely, I needed help resetting my password (but the password reset email was not sent). Additionally, while attempting to log into the Rosetta Stone site using existing credentials, I receive an error message related to improper or unrecognized credentials and cannot access site content. I called Rosetta Stone to inquire about correcting the issues and was told that the lifetime membership I purchased has been rendered unusable due to changes to their language delivery platform. There was no offer to continue the already paid-for lifetime membership in the new language delivery platform, only the suggestion that I purchase ANOTHER subscription using their new delivery platform. While I understand the need to maintain and update technologies, I do not understand the invalidation of a "lifetime" membership due to a technology change. My lifetime membership should continue whether or not the company changes technology.

  Business response

  03/22/2023

  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 continued access for their Lifetime subscription.
  
  On March 22, 2023, our escalation team was able to resolve the access to the Lifetime Online Subscription the filer purchased in June 2020.
  
  As the filer has access to the product he purchased, 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

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello BBB, I purchased two lifetime memberships with Rosetta Stone. One in February, 25 2020 for 189$ another was in March 16th 2020 for 199$ Earlier this year I discovered that my membership was cancelled, I have been emailing with the company for months. They stated that my claim should have been refunded in February of 2022, they emailed that I should contact my bank. My bank is now passed the time to file a claim, and I am left with no membership and no funds. Any company can now sell "lifetime memberships" then wait two years to cancel service and keep funds with zero repercussion. Absolutely frustrating experience.

  Business response

  11/18/2022

  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 for her 2020 online purchase.
  
  ***********;requested a refund on February 23, 2020 for the amount of $189 for a Lifetime subscription order placed on February 22, 2020. As the original funds were never captured, Rosetta Stone was unable to issue a refund.
  
  We have recommended the customer to contact their bank and confirm that they were not charged for the first order placed on February 22, 2020 as our Accounting Department has confirmed we did not receive payment for that order.
  
  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

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Like so many other complaints, I bought CD-Roms that are only playable on old equipment. It is absurd that a software company expect consumers to keep outdated hardware just to use their product. I paid for a product. You changed your product and the old product is no longer useable. You should give me the new product at no cost to me. I already paid. It is fair to expect that software will continue to work with current, standard equipment.

  Business response

  10/10/2022

  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 be upgraded for a free lifetime online subscription.
  
  To clarify, the customer purchased our installable software in CD-ROM format per the information provided by the customer as we were unable to locate any direct purchase made directly through Rosetta Stone. The CD-ROM product is a software that is installed on a computer, and it is independent from our online subscription product. 
  
  We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the CD-ROM product is still operational - much like a car can continue to operate after the warranty expires.
  
  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered.  However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the CD-ROM software, the customer does not get the online subscription version for free later on as their needs change.  
  
  The 3-month subscription offer is an extended trial of our online subscription product that is independent of their access to the products she owns.  We, at discretion, offer this extended trial to customers who have purchased our installable software in the past, so those customers can see the benefits of going online or mobile and utilize our latest features.  However, the customer is not obligated to accept the trial offer. We have also offered the customer a discount to upgrade to our lifetime Unlimited Languages subscription in which the customer did accept.
  
  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

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: Purchase date 09-JUN-2016 The amount of money that you paid the business: Total balance paid with tax is: $193.77 What the business committed to providing you: Our Lifetime Purchase option Spanish Latin America What the nature of the dispute is: I purchased a lifetime digital access Spanish learning tool. Now Rosetta Stone is telling me that it is no longer supported. This is unacceptable, I should be upgraded for free to the new digital version if they can not support the lifetime version that they sold me as lifetime access was how it was sold to me in the first place. Whether or not the business has tried to resolve the problem: They have not tried to resolve my issue even though I have reached out and pleaded my case. Account/order tracking number: Your Order number is: ********

  Business response

  10/06/2022

  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 be upgraded for a free lifetime online subscription.
  To clarify, the customer purchased our installable software in a Download format on June 9, 2016 per the information provided by the customer. The Download product is a software that is installed on a computer, and it is independent from our online subscription product much like a sedan is not the same vehicle as a truck.

  
  We have ceased the sale of the installable software in 2018 and stopped the support of them in 2019; however, we are not revoking or blocking the usage of the software products in possession with our customers.  This means that while we stopped our support phase, the Download product is still operational - much like a car can continue to operate after the warranty expires.

  Starting in 2009, Rosetta Stone sold the online subscription and the installable software (in CD or download format) side by side for optimal comparison buy experience.  The customers could purchase whichever version that fit their needs better, based on the benefits each product offered.  However, as two distinct products, purchase of one did not entitle the buyer to have access to the other version meaning if a customer purchased the Download software, the customer does not get the online subscription version for free later on as their needs change.  This is similar to how a truck buyer cannot get a sedan for free later on as their needs change. 

  The 3-month subscription offer is an extended trial of our online subscription product that is independent of their access to the products she owns.  We, at discretion, offer this extended trial to customers who have purchased our installable software in the past, so those customers can see the benefits of going online or mobile and utilize our latest features.  However, the customer is not obligated to accept the trial offer. We have also offered the customer a discount to upgrade to our lifetime Unlimited Languages subscription in which the customer did not accept.

  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. ↩