Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I havent even actually used Thrive Market. I downloaded the app a long time ago and thought I had no current subscription or anything. All of the sudden I get a charge for over $117 that I didnt place and now it says its on its way here and its recurring? I demand a refund and Ill return everything I may receive as soon as I am told where to send it to. Please contact me to resolve this issue as I didnt even place an order and I will then delete the app and I expect no further transactions. Thank you.

  Business Response

  Date: 06/07/2025

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $12. This information is provided when signing up. The signup process does provide different sections (Account, Plan, Payment, Confirm) members are required to click through and accept before you "start your membership" where members can decide if they want to yearly or monthly membership and are presented with the perks of both. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. The membership was cancelled and refunded on 5/27/2025 and the order was also refunded. No further action is necessary.

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************** for years and was very happy until recently. I got a text message in April that I had $60 in thrive cash to use. However, when I logged into my account, it wasn't there and it showed zero. Then I emailed customer service about it and went back and forth for at least a couple of weeks answering a million questions. So, finally I was told that I had 2 accounts that were open and that the money on the thrive account was on the duplicate account (the duplicate account they told me was ************************ which is not my account). I was asked if I wanted to close the duplicate account and then I would be refunded the $60 so I said yes. Turns out the duplicate account was under an email that doesn't exist (or at least doesn't belong to me). Then a couple of weeks ago I went to log onto Thrive and my account that I DO use was closed out and Thrive refunded me my membership fee but that's not what I asked them for!! They closed out my account that I was still using. This whole process with customer service has been extremely frustrating and it's a shame because I really love Thrive products.

  Business Response

  Date: 06/07/2025

  We do apologize for the confusion. We have reached out via email and left a message at the provided number. The member will need to reply to the email or call us at ************. 
  

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thrive Market continues it's predatory membership billing practices as I have been charged 2 years in a row (2024 and 2025) for a membership fee after cancelling my account. this would've kept going had I not recently caught it. **************** states they cannot do anything about the charges. It is absolutely criminal that they are continuing to charge customers who have canceled.This company makes it extremely difficult to cancel and actually stop membership charges and the customer service team is useless for resolving issues. Very disappointed in this company!

  Business Response

  Date: 06/07/2025

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $12. This information is provided when signing up. The signup process does provide different sections (Account, Plan, Payment, Confirm) members are required to click through and accept before you "start your membership" where members can decide if they want to yearly or monthly membership and are presented with the perks of both. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. According to our records, we do not have any previous correspondences to cancel the account before this member reached out on 5/21/2025. The member activated an account on 4/15/2023. The member utilized the membership by placing 6 orders from 4/15/2023-2/24/2024, and was charged a membership fee on 4/18/2024 and 4/16/2025, which is recurring. The member reached out on 5/21/2025 and we refunded $20 as a courtesy because it was past 30 days to reach out. We have gone ahead and canceled the account and refunded the remaining balance of $39.95. No further action is necessary. 

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thrive Market recently implemented a new policy of auto shipping everything in your cart when your subscription is set to ship. I only found out after doing a ****** search after this event and saw no notice of this change in policy at all prior. When my subscription was set to ship with what I expected to just be a couple bags of pasta and pasta sauce, it processed everything in my cart automatically without warning, charging me $400. I promptly reached out to cancel the order but even though it was in processing I was told they could not cancel the order.

  Business Response

  Date: 06/07/2025

  We do apologize for the inconvenience. We have refunded the auto ship order in May and cancelled the auto ship feature. No further action is necessary. 

  Customer Answer

  Date: 06/09/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a thrive market subscription and it lasted a year. I canceled autoshipment on my account because I found after a few months their prices were actually higher. I canceled my subscription after painfully trying to get an answer from someone in the company how to do so in Feb. Its not June and my orginal subscription is almost over and they started started autoshipping grocery items I did not chose to me and charging my account. I cant get a hold of anyone at the company. The number for customer support is not on the website so I used chatgpt. Of course there was no one there and it told you to go to the chat. The chat is just a bot that gives automatic replies that have nothing to do with your problem. They say they have customer support but its all bots that dont solve your problem. It should not be this difficult to cancel memberships and companies just randomly charge your card months later. The contact us any time also just brings you to a bot that doesnt answer your question and help resolve issues.

  Business Response

  Date: 06/07/2025

  Thrive Market offers an Auto ship program to provide ease and convenience to members who would like to receive their everyday items on a 4, 8, or 12 week cycle. The auto ship is based on the first order that is placed and, if so desired, can be canceled immediately following the first order. We have refunded the last auto ship order placed for May, and canceled the auto ship feature. Questions? Visit our FAQs here or chat with us live 24/7 or call us at **************. No further action is necessary.
  

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a business class flight with Thrive Travel. I was having difficulty checking in online and I called ***************. They said to come to the airport 3 hours prior and so I did that. Upon arriving to the ticket counter for check in I was informed that they had no record for me, I was not on there manifest. I showed them my confirmation email and my ticket number. They had no record of me. They had me step aside and recommended I call ***************** bc apparently the ticket was issued through them. I first tried calling Thrive but since the flight I was suppose to be in left in about 2 hours 30 minutes I was running out of options as no one was answering the EMERGENCY line. I calledAmerican and had no luck securing my business class seat, they too said they did not have a record of me traveling business on the 11 HOUR flight! This was insane! I finally got someone at Thrive on the phone- my next review will screen shot that conversation. Needless to say it never worked out. She kept saying she had a record abs the airlines kept saying they did not. Needless to say this created a tremendous amount of stress as I was out of the country (******) trying to get to ********* California.

  Business Response

  Date: 06/07/2025

  This is for the wrong company, we are not associated with Thrive Travel. This is THRIVE MARKET, we sell groceries. 

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a membership and see what they had to offer. After a week I didn't find the products I wanted so decided to cancel. Little did I know, I'd have to skip every week so that I'm charged for products they picked. So I decided to have my account deleted. For the last week talking to customer service via chat and phone they will not cancel or close my account.They are hoping I forgot to skip a week so they charge you for produce I didn't ask for.There is no pause my entire account feature. Every time I try to cancel their bot tries to sell me a lower membership multiple times then sends me to a suppose agent who fails to respond after o ask for my account to be deleted. I've reached out to my bank so they can block any further charges to my card.

  Business Response

  Date: 06/07/2025

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $12. This information is provided when signing up. The signup process does provide different sections (Account, Plan, Payment, Confirm) members are required to click through and accept before you "start your membership" where members can decide if they want to yearly or monthly membership and are presented with the perks of both. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. The account has been cancelled and refunded on 6/7/2025. No further action is necessary.

  Customer Answer

  Date: 06/12/2025

   
  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.
  
  Sincerely,
  
  ******** Verde

• Initial Complaint

  Date:06/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a new Thrive Market customer, and my recent experience has been incredibly disappointing. Yesterday, I was unexpectedly charged $182.50 for an order that included several items marked as ***************** even though I did not intentionally subscribe to any of them or place an order. This charge was a shock, as I had no prior notification or clear indication that these items were being added as recurring subscriptions. I also was not aware an order was being placed.I immediately reached out to the live chat for assistance, hoping to resolve the issue since the items had not yet shipped. Unfortunately, the representative was not helpful and claimed that nothing could be done because the order was already processed. It was incredibly frustrating to feel brushed off and powerless after being unknowingly charged such a significant amount for items I never intended to subscribe to.This experience has seriously undermined my trust in Thrive Markets billing practices. I strongly urge them to be more transparent and user-friendly regarding subscriptions and recurring charges, especially for new customers. I hope they address this issue promptly to prevent similar situations for others.

  Business Response

  Date: 06/07/2025

  Thrive Market offers an Auto ship program to provide ease and convenience to members who would like to receive their everyday items on a 4, 8, or 12 week cycle. The auto ship is based on the first order that is placed and, if so desired, can be canceled immediately following the first order. We have refunded the last auto ship order placed for May, and canceled the auto ship feature,  No further action is necessary.

  Customer Answer

  Date: 06/10/2025

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They try to slip in recurring orders and then don't allow you to cancel the order once they have auto-placed it. I intended to simply place an order for 4 items. One month later, they automatically repeat the same order. I saw nothing about the shipment repeating every month when placing the initial order. When I tried to cancel, they said no. Slimy business practices.

  Business Response

  Date: 05/24/2025

  Thrive Market offers an Auto ship program to provide ease and convenience to members who would like to receive their everyday items on a 4, 8, or 12 week cycle. The auto ship is based on the first order that is placed and, if so desired, can be canceled immediately following the first order. We have refunded the auto ship order and canceled the auto ship feature, we have also cancelled and refunded the account on 5/23/2025 No further action is necessary.

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Process to become a member is terrible. The website states you can view your order before being charged and does not state that you are charged for the membership before ever viewing any items that are available. When trying to cancel, I had to say cancel several times. The Ai assistant continued to try and get me to stay as a member. Im already frustrated that I was charged before knowing what is available and being asked SEVERAL times to stay is ridiculous.

  Business Response

  Date: 05/24/2025

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $12. This information is provided when signing up.The signup process does provide different sections (Account, Plan, Payment, Confirm) members are required to click through and accept before you "start your membership" where members can decide if they want to yearly or monthly membership and are presented with the perks of both. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. The membership was cancelled and refunded on 5/13/2025. No further action is necessary.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23322458
  
  I am rejecting this response because: the membership details are not provided from ******** ads and/ or not clear in the process of signing up. The process stated I would not be charged until reviewing my order which is interpreted as AN ORDER OF PRODUCTS and not order of membership. That needs work along with customer service manners/skills. 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 06/07/2025

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $12. This information is provided when signing up.The signup process does provide different sections (Account, Plan, Payment, Confirm) members are required to click through and accept before you "start your membership" where members can decide if they want to yearly or monthly membership and are presented with the perks of both. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. The membership was cancelled and refunded on 5/13/2025. No further action is necessary.