Independent profile. Not owned, sponsored or endorsed by FreeShipping.com.

FreeShipping.com Reviews, Complaints & Contacts

FreeShipping.com is a paid shopping-rewards membership owned by Clarus Direct, LLC of Rocky Hill, Connecticut. The company says it costs $19 a month, sometimes after a $2 seven-day trial, and pays 10 percent cash back plus shipping, return-shipping and food-delivery rebates. A 2013 class settlement concerned memberships offered to ProFlowers shoppers.

REVIEWS & COMPLAINTS240on USAComplaints · 1 in the last 3 years
PHONE(800) 501-3310Customer service
WEBSITEfreeshipping.com
HEADQUARTERSRocky Hill, CT
PROFILE CHECKED
Submit a Complaint Read reviews & complaints ↓ Call (800) 501-3310 Official website ↗

Contacts & Login

PhoneEmailAddress

Customer service & general contact

Cancel, billing & returns

Official website

Reference numbers (not support lines)

VERIFIED

Locations

  • Headquarters175 Capital Blvd. 4th Floor, Suite 402 Rocky Hill CT 06067
  • Mailing addressPO Box 303 Rocky Hill CT 06067
EDITORIAL

Is FreeShipping.com Legitimate?

BBB and Trustpilot figures

Legal name
Clarus Direct, LLC
Business type
Paid online shopping-rewards membership with cash back, shipping and food-delivery rebates and price protection, owned by Clarus Direct, LLC
Website
freeshipping.comSource: FreeShipping.com home page, read
Headquarters
Rocky Hill, CTSource: FreeShipping.com Terms of Use and Connecticut business registry, read
  • Owner: Clarus Direct, LLC, an active Delaware LLC registered in Connecticut, 175 Capital Blvd., 4th Floor, Suite 402, Rocky Hill, CT 06067.
  • Price: $19 a month, with a $2 seven-day trial on some promotional offers; it renews automatically until cancelled.
  • Statement descriptor: FREESHIPPING.COM.
  • Customer service: 1-800-501-3310, 24/7, or [email protected].
  • BBB: accredited since 2024, B rating, 53 complaints in the last 3 years.
  • Trustpilot: 3.6 from 6,266 reviews.
  • Court record: a 2013 nationwide class settlement over memberships sold to ProFlowers shoppers.

The company's FAQ calls FreeShipping.com a safe, legitimate membership program; that is the company's own statement. Most complaints in this site's archive and the 2013 settlement concern how memberships were offered through partner retailers in earlier years, so for your own case read the sign-up confirmation email and your card statements.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBComplaints in the last 3 years, Clarus Direct LLC profile
3 reviews · 53 complaints · BBB business grade B · average customer rating 1 / 5
Figures read
TrustpilotAll-time reviews, FreeShipping.com page
6,266 reviews · TrustScore 3.6 / 5
Figures read
EDITORIAL

Complaint Themes

charge the writer says they did not authorize or did not knowingly acceptcancellation or refund request mentionedsigned up through a partner retailer's free-shipping offer or pop-uprebate or gift card not received

Themes, not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

240 complaints on USAComplaints, including 1 published in the last three years.

Show 15 more complaints on this page
EDITORIAL

Complaint record: BBB, Trustpilot and this site's archive

BBB. BBB lists Clarus Direct LLC of Rocky Hill, CT as BBB Accredited since August 19, 2024, with a B rating, 53 complaints in the last 3 years and 19 in the last 12 months. Its separate customer-review tab shows an average of 1 out of 5 stars from 3 reviews. BBB itself notes that the nature of complaints and how a company responds often matter more than the count.

Trustpilot. Trustpilot shows a TrustScore of 3.6 from 6,266 reviews of FreeShipping.com, listed as a cashback provider. 65 percent of reviews give 5 stars and 17 percent give 1 star. The company has claimed the profile and invites customers to leave reviews. Trustpilot does not fact-check reviews.

This site's archive. 240 published complaint reports are linked to this profile. They were posted by visitors, are unverified allegations and almost all date from 2008-2013, so they describe how memberships were sold then, not today. Many report charges on card or bank statements under descriptors such as IC*FREESHIPPING.com or CMG*FreeShipping.com, often for $12.97, and some say the membership began with a free-shipping offer at ProFlowers. The topic counts under the themes on this page are keyword matches in those posts.

Had an experience with FreeShipping.com? Tell other people what happened.

Submit a Complaint
EDITORIAL

FreeShipping.com charge on your card: how to cancel, ask for a refund and complain

The steps on this page follow FreeShipping.com's FAQ, its Terms of Use (effective January 23, 2025) and its Terms of Service (effective June 22, 2026). Your own sign-up screens and card statements govern your case.

  • What the charge is. The company's FAQ says a FreeShipping.com charge means you are enrolled in an active membership, which currently costs $19 a month; promotional offers may start with a $2 trial fee for 7 days. Charges appear as FREESHIPPING.COM. Older statements described in this site's archive show descriptors such as IC*FREESHIPPING.com and CMG*FreeShipping.com.
  • Cancel online. Sign in, click your username at the top right to open your Profile, select Cancel Membership in the sidebar and click Cancel My Membership. The FAQ says you will receive a cancellation confirmation email, keep your benefits until the end of the current billing period and not be charged again. If no confirmation email arrives, contact Customer Service to confirm the cancellation.
  • Cancel by phone, email or form. Call 1-800-501-3310 (24/7), email [email protected] or use the Contact Us form. Customer Service can process the cancellation for you, which helps if you cannot sign in.
  • Refunds. Under the billing terms in the Terms of Use, a member who cancels a monthly membership is eligible for a refund of the first monthly bill, but not for a prorated refund of any later monthly fee. A member who cancels an annual membership is eligible for a prorated refund of the fee paid for the current period, unless the member only asked that the membership not be renewed. If you believe you are owed a refund, the Terms of Use say to email [email protected] or call 1-800-501-3310. The terms do not promise a refund of later monthly fees, so if you never authorized the membership, say so plainly and ask for every charge back. Ask in writing and keep the reply.
  • A charge you do not recognize. The FAQ says members give payment details and accept the billing terms at sign-up, by card, Apple Pay or PayPal. Ask Customer Service to look up any membership under your name and email address, and ask for the enrollment date and the offer you signed up through.
  • Dispute with your card issuer or bank. If the company does not refund a charge you did not authorize, dispute it with the card issuer. For a credit card, the Fair Credit Billing Act requires a written dispute that reaches the issuer within 60 days after the first statement showing the charge was sent. For a debit card or bank account, report it to your bank as soon as possible; under the Electronic Fund Transfer Act, reporting an unauthorized transfer within 60 days after the statement is sent limits your liability. PayPal and Apple Pay purchases go through their own dispute processes.
  • Rebates and cash back. The Terms of Service set these deadlines: shipping and food-delivery rebate claims within 30 days of purchase, return-shipping claims within 60 days of the original purchase and price-protection claims within 90 days. Claim forms are under the Rebates tab and documents go to [email protected]. If cash back does not appear in your Savings Center after 7 business days, report it within 30 days of the purchase date. Payouts go out on the 15th of each month by check or PayPal.
  • Arbitration and liability limit. The Terms of Use require individual binding arbitration before the American Arbitration Association under its Consumer Arbitration Rules, waive class arbitration and jury trial, allow either side to use small claims court if the dispute qualifies, and apply Connecticut law. If the warranty disclaimers or liability limits are found invalid, the company's aggregate liability is capped at ten dollars. Read the version of the terms that applied when you joined.
  • Where else to complain. File a complaint with BBB through the Clarus Direct LLC profile; report to the FTC at ReportFraud.ftc.gov or 1-877-382-4357; since the company is based in Connecticut, file with the Connecticut Department of Consumer Protection through its Complaint Center at portal.ct.gov/dcp/complaint-center or with the Connecticut Attorney General through the File a Complaint link at portal.ct.gov/ag, or contact your own state attorney general. If your bank or card issuer mishandles the dispute, you can complain about the bank to the CFPB at consumerfinance.gov.

Keep the sign-up confirmation email, card statements showing the descriptor and amount, and a note of the date and name of every contact.

EDITORIAL

Court case: Cox v. Clarus Marketing Group (2013 settlement)

Court records

Cox, et al. v. Clarus Marketing Group, LLC and Provide-Commerce, Inc., U.S. District Court for the Southern District of California. Status: settled, final approval granted April 29, 2013.

More on the lawsuitsShow less

What the plaintiffs alleged. According to plaintiffs' counsel Bursor & Fisher, the suit accused the defendants of enrolling and charging online shoppers for a free-shipping rewards program without proper consent, in some cases by passing shoppers' billing details from ProFlowers.com to the membership program, a practice known as data pass. Courthouse News Service reported that the claims were brought under federal racketeering law, the Electronic Funds Transfer Act and state consumer-protection law, and that two 2011 class actions were combined into this case. These were allegations; the case ended in a settlement, not a trial verdict.

Outcome. Judge Marilyn L. Huff granted final approval to a nationwide class settlement on April 29, 2013. Bursor & Fisher says the settlement reimburses Provide-Commerce customers who were enrolled in FreeShipping.com through data pass for their unauthorized membership charges up to $36.00. Courthouse News Service reported that Provide Commerce also agreed to offer class members either 20 percent off a future purchase or a $15 credit combined with a share of a $500,000 settlement fund, and that only 62 of more than 1 million class members opted out.

Dockets. Justia lists the Cox case as 3:11-cv-02711, filed November 18, 2011, and an earlier related case, Lynch v. Clarus Marketing Group, LLC, 3:11-cv-00913, filed April 29, 2011. The settlement covered past enrollments through ProFlowers; for a charge today, use the cancellation, refund and dispute steps on this page.

PUBLIC RECORD

Court & Public Records

Cox, et al. v. Clarus Marketing Group, LLC and Provide-Commerce, Inc.

Settled

U.S. District Court for the Southern District of CaliforniaFiled Decided Docket 3:11-cv-02711Source ↗

Settled

The claims were allegations resolved by settlement, not findings after trial.

Case details: Cox, et al. v. Clarus Marketing Group, LLC and Provide-Commerce, Inc.Show less

Settled. Plaintiffs alleged that ProFlowers.com shoppers were enrolled and billed for FreeShipping.com memberships without clear consent, including through the sharing of their card details, a practice known as data pass. On April 29, 2013, Judge Marilyn L. Huff of the U.S. District Court for the Southern District of California granted final approval to a nationwide class settlement. According to plaintiffs' counsel Bursor & Fisher, the settlement reimburses Provide-Commerce customers enrolled through data pass for their unauthorized membership charges up to $36.00. Courthouse News Service reported that Provide Commerce also agreed to offer class members either 20 percent off a future purchase or a $15 credit combined with a share of a $500,000 settlement fund.

EDITORIAL

Who operates FreeShipping.com

Operator. The Terms of Use say the site is owned by Clarus Direct, LLC, and the Privacy Policy names the company as Clarus Direct, LLC, d.b.a. FreeShipping.com. Connecticut's business registry lists Clarus Direct, LLC as an active Delaware limited liability company, registered in Connecticut on April 11, 2024, at 175 Capital Blvd., 4th Floor, Suite 402, Rocky Hill, CT 06067, the same address the Terms of Use give for written requests. The Privacy Policy gives PO Box 303, Rocky Hill, CT 06067 for mail. BBB's profile for Clarus Direct LLC lists the alternate names Shop Smarter, Travel Plus and LivePlayGo.

What it sells. The company describes FreeShipping.com as a paid membership, currently $19 a month, that works after you shop rather than at checkout. Members earn 10 percent cash back on eligible purchases at more than 1,000 stores, up to $1,000 per membership year, and can claim rebates on shipping and return shipping (up to $10 per order and $500 per membership year each), food delivery fees (up to $5 per order and $250 per year) and price drops within 90 days (up to $100 per item and $1,000 per year). Payouts go out on the 15th of each month by check or PayPal. The Terms of Service set the conditions: the purchase must start from a FreeShipping.com retailer link, the billing address must match the address in the member record, and gift cards, Apple products, ship-to-store orders and returned or cancelled orders earn no cash back.

More company historyShow less

History. The About Us page says the company has been helping shoppers save online since 2002. Before the 2013 class settlement described on this page, FreeShipping.com memberships were offered through free-shipping pop-up offers on partner retailer sites such as ProFlowers.com; according to Courthouse News Service, the program was then run by Clarus Marketing Group, LLC, which was a defendant in that case. Today's owner is Clarus Direct, LLC. The site's current terms and policies do not mention Clarus Marketing Group, and no public source cited here shows whether the two companies are related.

EDITORIAL

Frequently Asked Questions

What is FreeShipping.com?

FreeShipping.com is a paid shopping-rewards membership, currently $19 a month, owned by Clarus Direct, LLC of Rocky Hill, Connecticut. Members shop at more than 1,000 stores through its links and earn 10 percent cash back on eligible purchases, plus rebates they claim afterward for shipping, return shipping, food delivery fees and price drops. Payouts are sent monthly by check or PayPal.

What is the FreeShipping.com charge on my card statement?

The company's FAQ says a FREESHIPPING.COM charge means you are enrolled in an active membership, which currently costs $19 a month; some promotional offers start with a $2 trial for 7 days, after which the monthly fee applies until you cancel. Older complaints in this site's archive show the descriptors IC*FREESHIPPING.com or CMG*FreeShipping.com, often for $12.97. To stop the charges, cancel under Profile or call 1-800-501-3310.

How do I cancel FreeShipping.com?

Sign in, click your username at the top right to open your Profile, select Cancel Membership in the sidebar and click Cancel My Membership. The company sends a cancellation confirmation email, and the membership stays active until the end of the current billing period with no further charges. You can also cancel through the Contact Us form, by email at [email protected] or by phone at 1-800-501-3310, 24/7. If no confirmation email arrives, contact Customer Service to confirm.

Can I get a refund from FreeShipping.com?

The Terms of Use say a member who cancels a monthly membership is eligible for a refund of the first monthly bill, but not for a prorated refund of later monthly fees. A member who cancels an annual membership is eligible for a prorated refund of the fee for the current period, unless the member only asked that it not be renewed. To claim a refund, email [email protected] or call 1-800-501-3310. The FAQ adds that there are no cancellation fees and no further charges after you cancel. If a charge you did not authorize is not refunded, dispute it in writing with your credit card issuer within 60 days after the statement showing it was sent.

What should I do about a FreeShipping.com charge I never agreed to?

Call 1-800-501-3310 or email [email protected], ask the company to look up any membership under your name and email, cancel it and refund the charges. The company's FAQ says members agree to the billing terms at enrollment, so ask when and through which offer you were enrolled. If it does not refund, dispute the charge with your card issuer in writing within 60 days after the statement showing it was sent, or report it to your bank promptly for a debit card. Many complaints in this site's archive, unverified and mostly from 2008-2013, say the writer did not knowingly enroll.

What deadlines apply to FreeShipping.com rebates and cash back?

The Terms of Service set these deadlines: shipping and food-delivery rebate claims within 30 days of purchase, return-shipping claims within 60 days of the original purchase and price-protection claims within 90 days. Cash back that has not appeared after 7 business days must be reported within 30 days of the purchase date. Annual caps are $1,000 for cash back, $500 each for shipping and return-shipping rebates, $250 for food delivery and $1,000 for price protection.

What do BBB and Trustpilot show for FreeShipping.com?

BBB lists Clarus Direct LLC, the owner of FreeShipping.com, as accredited with a B rating and 53 complaints in the last 3 years, 19 of them in the last 12 months. Trustpilot shows a TrustScore of 3.6 from 6,266 reviews, with 65 percent 5-star and 17 percent 1-star.

Was FreeShipping.com part of a class action?

In 2011 shoppers sued Clarus Marketing Group, LLC, which then ran the FreeShipping.com program, and ProFlowers operator Provide-Commerce, Inc. in Cox, et al. v. Clarus Marketing Group, LLC and Provide-Commerce, Inc., in federal court in San Diego, alleging that ProFlowers customers were enrolled in FreeShipping.com memberships without proper consent. Today's owner, Clarus Direct, LLC, is not named in the case. Judge Marilyn L. Huff granted final approval to a nationwide settlement on April 29, 2013; it reimburses eligible customers' unauthorized membership charges up to $36.00. The allegations were resolved by settlement, not by a trial verdict.

Does FreeShipping.com require arbitration?

The Terms of Use require disputes to be resolved by individual binding arbitration before the American Arbitration Association under its Consumer Arbitration Rules. They waive class arbitration and jury trial, let either side take a qualifying dispute to small claims court, and apply Connecticut law. If your share of arbitration costs would be prohibitive compared with going to court, the terms say the company will pay as much as the arbitrator considers necessary.

CONSUMER ALLEGATION

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.