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:10/17/2024

  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.

  I received free membership, I signed up over a year ago. I never placed any orders. On Saturday 9/21/24 at 5:46am I got an email for a first autoship order #********* totaling $112.85. Confused as I never placed any orders or selected items for autoship, I contacted their chat rep. ** took forever to get an actual human but once I did, human told me the order had already shipped but that they would put in a request to provide me a full refund and that I would receive an email within ***** hours. I have still not heard back from them or received a full refund.Upon exploring their website, they state that once you place an order, you can sign up for autoship for items. Thrive Market is operating unethically and illegally placing orders for members. I have NEVER placed any orders yet I was signed up for autoship for items I have never even heard of let alone select on their website. This is a huge issue and I fear that this business is taking advantage of people by falsely placing orders for people and charging them. ** is also concerning that when I contacted the company to cancel this order that I never authorized, the order had already been allegedly shipped. I do not believe that the order was shipped on a Saturday and I believe that this company says that to avoid being able to cancel orders.I wonder how many other accounts have had unauthorized orders placed. Not only is this company placing unauthorized orders but they also make it extremely difficult to get any resolution. I am requesting a full refund.

  Business Response

  Date: 10/26/2024

  The order was refunded on 9/8/2024 and we have turned off the autoship feature. No further action necessary. 

• Initial Complaint

  Date:10/17/2024

  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.

  Membership to Thrive Market $59.95 good for one year started July 27, 2023 Canceled July 29, 2024 Unauthorized charging my credit card with no notice at all.requested refund---never happened They said on July 29 2024 at 12:57 pm cdt a credit was issued.checked with my credit card and NO credit was issued. I have a document that said they did but it never made it to my bank Many e-mails an calls to this Merchant with no help. I did file a complaint with the bank on 9-24-2024. See what happens.

  Business Response

  Date: 10/26/2024

  According to our records, the membership fee was refunded on 7/29/2024. No further action is necessary. 

• Initial Complaint

  Date:10/14/2024

  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 acknowledges that I cancelled my membership in July but they claim I signed up for another membership in August, which is not true. I am requesting a refund for membership fees for August and September, which were not authorized by me.

  Business Response

  Date: 10/19/2024

  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 on 9/23/2024 for the September charge. And the ****** charge was disputed and accepted. No further action is necessary. 

• Initial Complaint

  Date:10/14/2024

  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 started my Thrive Market membership in August/September 2023. I remembered the membership would auto-renew in September, so I checked last week and noticed that it had already auto-renewed in August. I contacted Thrive Market to cancel my membership and requested a refund since I haven't ordered anything from them in ten months, and I did not receive any notice about the renewal. However, they refused to issue a refund, which doesn't make sense. I wouldn't ask for a refund if I had made any purchases after the renewal. But, as I mentioned, I haven't shopped with them in almost a year! The lack of a renewal notice in advance feels like a scam.

  Business Response

  Date: 10/19/2024

  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 customer paid for a membership on 8/7/2023, which is a yearly recurring, so they were charged on 8/8/2024. The account was cancelled and refunded on 9/22/2024. No further action is necessary. 

• Initial Complaint

  Date:09/26/2024

  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 have been billed for a renewal membership. I received no notice of a pending transaction or that my membership was up for renewal. I have not been able to find a way to actually contact this company through their website and am only directed to their web page where people can sign up for membership. If I can sign in and have been charged a membership fee why am I not allowed further into the website. I want to cancel my membership and I want my fee refunded. This is in regard to **************************

  Business Response

  Date: 10/05/2024

  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 to yearly or monthly membership and are presented with the perks of both. 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 have not received an email to cancel the account.The member made a dispute with their bank and we have accepted, they will need to contact their bank regarding the refund. The account is cancelled, no further action is necessary. 

• Initial Complaint

  Date:09/18/2024

  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 checked out the Thrive Market website for grocery orders back in 2023, approximately September 5, 2023. It basically doesn't allow you to look or order anything unless you go straight to making an account and enter your card information. I did that and after seeing their options, I realized I was no longer interested in their online membership. Within minutes of me trying out the subscription, I chatted with a customer service ***resentative on 09/05/2023 and said I need to cancel my subscription. They did NOT cancel, and said they would offer me a discount instead. I ***eated my request to cancel in the chat and said, "no, please cancel." They did NOT cancel and again, asked me via chat about another better offer. This continued, and a 4th or 5th request was sent to them to CANCEL my subscription. I also asked them to STOP wasting my time making other offers and to just cancel! The *** finally said okay, they would cancel. and I would be refunded. They charged my account and didn't ever refund me. Now it is 06/05/2024 and I get a misleading email saying they are giving me $60 in free groceries. At the very bottom of the email it says it's an invoice for $59.95 for a membership. It doesn't confirm anything has been charged, it is NOT a receipt, it just says Item, quantity, and price. It is very misleading. I checked my bank and they charged me again, 09/05/2024 for $59.95. I tried the chat request with them, and it says someone will ***ly within 2 minutes, after waiting 20 minutes during 2 different attempts, no one picked up the chat. I did leave a message on my last chat request to refund me both charges. They then sent me an email saying they will refund the $59.95 for 09/05/2024 which hasn't gone through either. I need a refund for BOTH of the charges. They are scamming people and making it extremely difficult to know people are being charged after they have canceled.

  Business Response

  Date: 09/28/2024

  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.We have refunded both charges for 2023 and 2024. No further action is necessary. 

• Initial Complaint

  Date:09/18/2024

  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 want the ***** refund and close the account.

• Initial Complaint

  Date:09/06/2024

  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.

  I have had problems with packing that resulted in damaged items, shipping that took much longer than it was supposed to because the items werent picked up, terrible customer service. I requested to have my account set to not auto renew next year and they will only CANCEL my membership and I will lose eleven months of membership. I would have them refund my membership of $59.95, or 11 months worth, as they do not even send an email saying the membership is getting ready to renew or that they set my account to not renew. They tell me I have to call back to cancel my membership close to the renewal date which is almost a year away.

  Business Response

  Date: 09/14/2024

  It looks like the member reached out on 8/30/2024 to cancel the upcoming renewal, we were able cancel the upcoming renewal via phone. We do apologize for any inconvenience. No further action is necessary. 

  Customer Answer

  Date: 09/21/2024

   
  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:09/06/2024

  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 company charged my *** card for $156. I confirmed with *** that the charge was deducted. However, Thrive Market did not apply the amount paid to the cart and still shows the full amount as owing. *** representatives stated that the business needed to fix the error as they could not adjust it on their end. However, I made four phone calls, sent multiple texts, sent multiple emails and used their online chat with no human response addressing their error. They have no customer service representatives who can address a serious issue like this in a timely manner. This means that they effectively stole money from my account as they did not apply it to actual groceries ordered and they did so without any accountability for their actions. I simply want the deducted funds returned to me **** by the original method. If their system has some issue, they can confirm that they did deduct from my account with *** and reverse the charges.

  Business Response

  Date: 09/14/2024

  It looks like the member reached out via text on 8/30 regarding an EBT charge. One of our agents let her know that the transaction was refunded and she proceeded to say that she will check with EBT after the holiday. No further action is necessary. 

• Initial Complaint

  Date:08/27/2024

  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, Inc., pushes you into a membership without a choice after you enter your info. There is nowhere to back out. It tries to push you into the annual membership by creating a large button to continue with the annual membership for $59.95. The only way to avoid the annual membership is to choose the $12.00 fee for the monthly fee (and you can only do this if you notice a tiny print, camouflaged, area to click below the annual membership "continue" button). Then, once you get through their tedious list of what types of product categories you like and get onto their actual site and see your cart, you discover that they put items in without your choice or knowledge. They put $103.00 of items I never, ever selected. Luckily I noticed this and deleted each item (of things I would never have chosen on my own). Then, you have to go in and find a way to stop their "automatic" monthly shipments. It is very difficult to figure out how to stop those. So, I tried to cancel the membership, and apparently succeeded with their chatbot -- not a human -- and they said my membership is cancelled. We'll see. I said I wanted a refund as well, but since the bot only has preset answers, there is no way -- even though they offer a 30 day free trial with a refund if dissatisfied. I called the "helpline" phone number and an automated message said the office is closed (this is on a Monday). Also, there is nowhere to delete your account and remove your information from the site to completely free yourself of this dishonest business. They should not be allowed to run a business. I don't even want to give them one star because they deserve nothing and are an utterly dishonest company.

  Business Response

  Date: 09/07/2024

  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.

  Customer Answer

  Date: 09/13/2024

   
  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,
  
  *******************************