Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Online Retailer

Thrive Market, Inc.

Complaints

Customer Complaints Summary

  • 368 total complaints in the last 3 years.
  • 159 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/17/2024

    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 decided to try out this service as it was pushed on ads online over and over. I gave it a try and had some issues and misunderstandings in the beginning. I placed an order and didnt like the outcome. So I canceled my membership within their 30-day policy for a full refund. Also stopped all auto-ship orders and havent used the service since. Then I happened to notice they never refunded me and I logged back on and Im still a current member. Never got refunded either. Its now December 3, which is over 4 months later. So I have messaged them tonight and they have told me they see where I stopped my auto-ships and spoke to customer service, but my membership was correctly canceled nor refunded. So now Im waiting for a follow up on this issue as it seems like a scam so far or an error on their end. We shall see

    Business Response

    Date: 12/18/2024

    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 is noted comes out to about $5 a month) 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 a yearly or monthly membership and are presented with the perks of both. The member did reach out on 7/28/2024 and was offered a credit of $40 to keep the membership and accepted. The credit was then used on an order placed on 7/31/24. The member then reached out on 12/3/2024 and requested to cancel. However, since this is post 30 days and because they accepted the credit and used it to place an order, the membership fee is non refundable. We have cancelled the upcoming renewal and autoship. No further action is necessary.
  • Initial Complaint

    Date:12/07/2024

    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 canceled my subscription months ago and just got a notification today that they took a payment through ******. I contacted the company and they tried to say I reactivated my account yesterday. I am 100% certain I did not. They try to say I logged in yesterday, and that would have restarted my membership. That doesnt make sense, and I am 100% that I did not log in or restart anything. I kept trying to ask them to cancel my membership (even though I already did that a while ago) and said I want a refund. Very shady dealing with them.

    Business Response

    Date: 12/14/2024

    The transaction was detected as fraudulent and we already canceled and refunded the account on 12/1/24. No further action is necessary.
  • Initial Complaint

    Date:12/07/2024

    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.
    Fraudulent transactions

    Business Response

    Date: 12/14/2024

    We are unable to find an account with the information provided with BBB. If the member is able to reach out to us at ************ or email at ****************************** we are able to rectify. 
  • Initial Complaint

    Date:12/07/2024

    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 received an email that someone form Great Britain logged into my account and to change my password. When I try to log into my account I cant make any changes without being forced into a subscription. I do not use this account, I do not want this account but I would like to 1) remove my credit card information and 2) either close the account permanently or at the very least change my password when a breach has occurred. The site goes in circles and do not have a "chat" feature as it claims it is only redirects you to a FAQ page that doesn't resolve my issue.If I can't access my account without a subscription please deactivate and permanently remove my account from your system.

    Business Response

    Date: 12/14/2024

    We have deleted the account, no further action is necessary
  • Initial Complaint

    Date:12/05/2024

    Type:Product 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 Cosmetics refused to close down my account and illegally requested that I upload proof of residency. First of all, that is illegal. It is a cosmetic company. 2ndly, they do not have a CC on file as I never purchased anything.They do not have my address. Please do not give it to them.They only have my email: ************************ They do not have my telephone number, do not give it to them.

    Business Response

    Date: 12/14/2024

    Wrong company, we are not apart of Thrive Causemetics. 

    Customer Answer

    Date: 12/17/2024

     
    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:12/05/2024

    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.
    Fraudulent activity, refusal to delete my account, inability to delete my own account

    Business Response

    Date: 12/14/2024

    We have removed the email from Thrive Market. No further action is necessary. 

    Customer Answer

    Date: 12/17/2024

     
    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:12/05/2024

    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 found a charge from Thrive Market on my credit card statement. I called them to ask what the charge was for and she said it was a membership charge! I don't remember seeing that I was being charged for a membership. So now that I saw this charge and she said it was more than 30 days pass the cancelation date. There is no ***** at all and they will not refund me the $59.95 that was charged to my credit card.

    Business Response

    Date: 12/14/2024

    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.We have gone ahead and cancelled and refunded the account. No further action is necessary. 
  • Initial Complaint

    Date:11/06/2024

    Type:Sales and Advertising 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 sent me a misleading email that someone had logged into my account using my email and password to encourage me to reset it. Once I logged back into my account, I was immediately served offers to sign up. It was clear the intent was to get me to log in and try to buy products, rather than really warn me about compromised security. I find this deceptive. Please have them cancel my account under email ********************* and stop sending these emails about passwords as a means to acquire new business.

    Business Response

    Date: 11/09/2024

    There is no membership under the emails provided. It may seem like an email was only registered. We have removed the emails from receiving any emails. No further action is necessary. 

    Customer Answer

    Date: 11/18/2024

     
    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:11/06/2024

    Type:Service or Repair 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 an ongoing problem with this company using ***** for delivery. Ever time I order a food box from them they send out the package and I have to personally spend the entire day tracking it down. It never arrives during the time window, I have to call the carrier who picks up the phone in ******** of all places, they refuse to contact the driver for me and then I am left contacting the company who doesnt return my calls while Im still waiting for the delivery. I want to cancel my membership and am requesting a refund for the $91.31 they took out of my ****** account on October 1.

    Business Response

    Date: 11/09/2024

    We have cancelled the membership and issued a refund for $91.31 as a one time courtesy. No further action is necessary. 
  • Initial Complaint

    Date:11/06/2024

    Type:Service or Repair 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 was just charged twice today and I have not purchased any items from this company. The last time I purchased a membership was 3 years ago and they tripled the membership so I paid three times. They have obviously had a lawsuit this year that they settled for things like this. So they are fraudulently charging me

    Business Response

    Date: 11/09/2024

    It looks like the account was compromised and we have refunded the charges that were fraudulent on 10/23/2024, we have also cancelled and refunded the account and removed the information. No further action is necessary. 

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.