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: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.

  This business will not stop texting me. I never opted into messaging and they told me I was removed but wont stop texting me. Ive never done business with them, I never opted in or asked to be messaged. Its insane they can do this several times a day to people. They need to STOP

  Business Response

  Date: 11/09/2024

  The number has been removed from receiving texts messages, no further action is necessary. 

• Initial Complaint

  Date:11/06/2024

  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.

  Thrive Market is a fraudulent ** that tricks customers into Membership and enrollment fees I wasnt aware of. They had no authority to charge my card $65.12 sixty days after my first legit purchase of $35.90 on 4/30/24. To my shock theyve been charging my card every month roughly $40.00 in auto shipments. In July a shipment of a food product came reaking of heavy awful **logne. I called to **mplain re odor. (not recalling I ordered it but bec my husband used this and not me I thought maybe I did re order it for him.)Thrive *** said they would be giving me my money back which they did a ***** by August 1 but made no mention i was on AutoShip. *** said theyd make up for the odor issue by sending me free future shipments, but charged me! When future shipment came in, much later than the time I spoke to them, I thought it was for making up for the mistake but all was a lie. In Oct. 2024 I noticed charges Monthly plus the $65 membership bs fee fm May. I was furious calling **mpany. Only inept people keep you on the phone playing word games. Got only 3 mos refunded but the $65 *** said a supervisor would have to give me and promised a call bk w/ the **nfirmation by email but NEVER a return calls for a week! I called again 4x getting word salads& stress on steroids. I also see they charge BS working fees at the bottom of my invoices. So the game is they STEAL $65 fm you and make it look like theyre giving you either thrive cashpoints and charge working fees-all Ponzi scheme. These people need to be shut down. I got an email as requested saying my enrollment would be stopped, but its separate from membership fees! After all, above drama fm last week Today Monday 10-21-24 I see a $20 charge on my cc fm Thrive yet their email says its a credit! My bank **nfirmed it was INDEED a charge( have screenshot).I blocked them from my CC ac**unt. Had Only left them open last week, hoping more charges to be refunded while waiting for call bk.THEY THRIVE TO STEAL Evil! Pls help

  Business Response

  Date: 11/09/2024

  The contested charge is a membership fee, which is automatically collected following a one-month free trial that is initiated at sign up. We clearly state this policy in our terms of service, and inform our customers during the sign up process. We didnt receive a cancellation request from the cardholder, so we proceeded with the payment for the membership. 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 was created on 4/29/2024 with a purchase and enrolled in a 30 day trial, we did not receive a cancellation request so the card was charged for a yearly membership fee on 5/31/2024. The autoship feature was activated and orders were shipped every month after. The account has since been cancelled on 10/24/2024 and a refund of $20 was issued for the membership fee. No further action is necessary. 

• Initial Complaint

  Date:11/06/2024

  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 had been signed up to use thrive market for a few months and never bought any products from them so I cancelled my membership. Instead of them cancelling my membership they went and charged my for everything I had sitting in my cart without my permission or informing me in any way that they would be charging my card. They do not take returns and its impossible to get in touch with an employee. They state the send reminder emails on their website but I never received one.

  Business Response

  Date: 11/09/2024

  This member has already been refunded for the order on 10/7/2024 and we have refunded the membership fee as well. The account was already cancelled on 10/31/2024. 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.

  On 9/20, Thrive told me they were refunding me in the amount of $133.24 for an order of meats that came thawed and not frozen. I took a video upon delivery for proof. They told me that amount was refunded back to my SNAP EBT. They sent me a credit memo, but I never received the funds. Then placed a separate order today at 10:17 AM MST. The total was $90.99. I hit the Place Order button and then it redirected me to a screen telling me to enter my CVC from my debit card and it showed the Place Order button again, as though the order didnt go through. I didnt have any money being paid from my debit card, only my EBT card and I didnt want to place another order because it charged my EBT card already. Please see the screenshot of my EBT statement for proof. So I was charged the $90.99, but the order didnt process.Thrive has charged me $90.99 and I never received my $133.24 refund. I have talked to customer service so many times and they send me in circles.

  Business Response

  Date: 11/09/2024

  It looks like these charges are with *** and we have refunded the $133.24 on our side and EBT should be able to refund the funds back onto their card along with the charge for $99 that did not successfully place an order. This member will need to contact *** regarding these refunds. 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 saw a random thrive market charge on my credit card. Im doing further research. I was told that Ive been charged for the past three years on two separate accounts equaling $400 for service that I never used. I reached out to customer service who told me they only supposed to bill once per address. I asked for refund and I was refunded only one month for ONE account. I had NO idea I signed up for a subscription Let alone multiple subscriptions over the course of several years.

  Business Response

  Date: 11/09/2024

  This member reached out on 10/10/2024 regarding charges made on her credit card. We informed the member they had 2 accounts with us and have been charged yearly for memberships on both accounts totaling in 7 charges between the 2 accounts. All charges were refunded back to the card that was on file on 10/10/2024 the same day the customer reached out. No further action is necessary. 

• Initial Complaint

  Date:11/06/2024

  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.

  This is a shameful company that they try to play off as ethical but then they scam you when you try to cancel. What happened was that I looked up how to cancel, and you can do it through the auto chat bot. It seemed pretty straightforward, but then when I went in to cancel, it started offering me lower options. The normal yearly rate was $60, which didn't seem too worth it to me anymore since I only buy sleep supplements there; Then they offered me $25 a year. I still declined because I just wanted to cancel, I wasn't using their service that much anymore. Then they offered me $9 a year and I thought to myself Well that's barely anything, What the heck, I won't turn that one down. So, I accepted that one day before the renewal date. What do you know? The very next day, I got charged $60 anyway. I was very angry and went into chat with customer service. They looked at my account and it turned out that the promotion was for nine dollars the NEXT year, Meaning if I stayed on a year at $60 and then renewed AGAIN, the discount would Finally be applied. Does this make ANY sense to anyone reading this? The total lack of transparency makes me feel like this is a total scam tactic. If you don't read the fine print on your bill, you could easily think you're getting charged the promotional price when it's really $60 again. They did offer to refund me the charge when I angrily messaged customer service again, and then slyly offered to apply $9 to this year's renewal after all, but I told them no way because I don't wanna deal with a slimy company that uses these tactics to keep customers. So much virtue signaling in their ads, but in reality, their marketing and retention tactics are worse than other companies. Beware of these liars.

  Business Response

  Date: 11/09/2024

  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 $9.95. 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 was cancelled and refunded on 10/2/2024, no further action is necessary. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22368474
  
  I am rejecting this response because:

  you do not even acknowledge what the problem is. I have multiple subscriptions to other companies and never complained about the sort of thing. It's not the fact that there is a renewal fee, it's the lack of transparency about your policy when you try to cancel. i'm not the first ******** or former ******** to complain about you. You can see that the BBB, trust pilot, many different review sites are full of complaints about your policy and that you actually were sued by a class action in the state of California over this.  I called specifically to cancel and I was offered a renewal at a discounted rate more than once, and then the second time I was offered, I accepted it because it was a good price. I was never told through that entire process that the renewal would not apply to the consecutive year. That's my problem with your company. You tried to trick people with poor wording and lack of transparency. At no time was I ever told that my discounted subscription would only apply after I Paid for another full year of undiscounted subscription. At that point, I complained and I was able to successfully cancel my subscription. The fact that you made ********s jump through these hoops and try to use trickery and subterfuge in order to keep your ********s is despicable and I hope that you get sued again.

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 11/23/2024

  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 $9.95. 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 was cancelled and refunded on 10/2/2024, no further action is necessary. 

• Initial Complaint

  Date:11/06/2024

  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.

  Transaction 8/26/24 Cancellation 8/25/24 I browsed a website and was charged for nothing--I cancelled the same day I browsed the website. I am unable to remove my credit card info from the site and no one will remove my data despite multiple attempts to.

  Business Response

  Date: 11/09/2024

  The customers account has been removed. No further action is necessary. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22368025
  
  I am rejecting this response because: ending my account did NOT remove my payment information NOR stop you from charging me for imaginary orders, fees, memberships, etc. The way your company functions is criminally evil and robs people of hard earned money in a time of inflation and a lack of rising payjust because we want to try and eat healthy, doesnt mean we want to pay for things we arent getting.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 11/23/2024

  The customers account has been removed. No further action is necessary. 

• Initial Complaint

  Date:10/30/2024

  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 given a $50 gift card to this horrible company for $50. In order to use it, we had to then buy a $60 membership for a year. Took multiple attempts with support to get the membership code as they never sent it in the first place, and customer service is in another country and doesn't understand simple issues.Once i finally got the membership code, i tried to redeem it and the gift card only to get an error when placing the order:"Were sorry, but were unable to process your order at this time. Please call ************** for assistance. We are available to help you Monday - Friday 6AM - 4PM PT and Saturday from 8AM - 4PM PT. Reference code: 4025"Again, back to live chat and emails with customer service. They claim they had a technical issue sand fixed it, but i can't get an order to go through no matter what browser, private window, or payment method selected. At this point, i've asked for a refund for both the membership and gift card, since it's been such a nightmare to deal with these people, and they refuse and say we can open a charge back if we want, and good luck basically. At this point, we want the money sent back to the gifter. I wouldn't even spend someone else's money here.

  Business Response

  Date: 11/02/2024

  This member did receive a gift card and gift card membership from a family member. The gift card membership was redeemed and the member received the membership for the year. However, as for the gift card, the family member who sent purchase the gift card made a dispute with their bank and we accepted the dispute and the bank refunded the family member for that gift card order, making the gift card non usable. This is why the gift card does not work on the website. Because dispute was made for the purchase of the gift card and the original person was refund we had to deactivate the gift card. No further action is necessary. 

• Initial Complaint

  Date:10/30/2024

  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 received an email from Thrive Market about a login on my account (an account I had not created and never used). I immediately asked for the account to be closed as it was fraudulent using their chat function and was told to submit a data deletion request. I did so and was told all of my data and the account itself was deleted. I then got a password reset email for that same account. I want all of my data removed and any account/login related to my email removed permanently from their system and the email blocked from being used on the account.

  Business Response

  Date: 11/02/2024

  There is not an account in our system under the email provided. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22346209
  
  I am rejecting this response because: this response does not answer the underlying issue which was the full deletion of all information related to the email address. Their response which merely states that no account *********************** seems to be defined to them as a paying customer) exists is not sufficient and does not respond to the complaint. The issue was that I was told all underlying data was deleted from their systems and that was not the case. I want written confirmation that not only is there no account but that any data that was associated with the email address has been deleted. 
  

  Business Response

  Date: 12/07/2024

  We previously deleted her account on 9/26/2024, no further action is necessary.

• Initial Complaint

  Date:10/30/2024

  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 signed up for Thrive after seeing ads and wanting to learn more about the offerings. After paying I decided it wasn't for me. I requested to ****** my account. After cancelation I later received an autoship notification. I did not want anything from them. I then sought to cancel/stop autoshipment. They had little to no help. I then tried to remove my payment information and they DO NOT ALLOW THIS! I reached out again and requested my account be deleted and my payment option removed. They replied with an extensive process to do so that is excessive compared to every other company I have worked with. I want them to simply respect my privacy and remove me but they won't.

  Business Response

  Date: 11/02/2024

  The email and account was deleted. No further action is necessary.