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:06/07/2024

  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 refused to refund the $59 annual renewal charge. I have not used the service for years and just noticed the credit card charge. The chat rep tried to offer a 20 refundUnacceptable. I cancelled a while ago but I dont have proof. Its a shame that the company is relying on auto renewals for revenue. I want my money back.

  Business Response

  Date: 06/08/2024

  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 (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 your chosen payment method for the Membership prior to your cancellation. The membership was cancelled on 3/18/2017 as per the members request. They then reactivated the account by placing the order on 3/19/2019. The member also had another account we cancelled and refunded on 5/31/2022. The account that was left open is not eligible for a refund. We have cancelled the upcoming renewal and it would automatically cancel on 3/21/2025. No further action is necessary. 

• Initial Complaint

  Date:06/07/2024

  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.

  Fraudulently charged $60/year in 2022 and again in 2023 for an "annual subscription" that was hidden within my one-time purchase authorization. This company is running a scam to steal subscription fees from unsuspecting customers. ********************** also refuses to acknowledge this is hidden in their terms and refuses to offer a refund.

  Business Response

  Date: 06/08/2024

  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 member reached out on 3/6/2024 and we cancelled the upcoming renewal. The membership was cancelled on 5/17/2024.

• Initial Complaint

  Date:06/07/2024

  Type:Order 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.

  On December 18 2023 I contacted Thrive Market and requested to cancel my account and the automatic renewal annual fee. Please note, I have never been able to get to a person using the phone number provided so I used the chat feature I was sent to via phone message (I a copy of the text conversation). My request to cancel was accepted according to the text chat, however the annual fee hit my account this week and I am not able to contact a human for help and the chat feature doesnt have an option to get a refund and cancel my account as previously requested. This complaint is to raise awareness about the deceitful practices of Thrive Market and to get help cancelling my account and getting my money back.

  Business Response

  Date: 06/08/2024

  It looks like the agent did not cancel the upcoming renewal to end May 2024. We do apologize. The account has been cancelled and refunded on 5/19/2024. No further action is necessary. 

  Customer Answer

  Date: 06/14/2024

   
  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:06/07/2024

  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 signed up for a Thrive Market subscription. As soon as I did so I realized it wasnt for me and cancelled the same day, well within their 30 day policy. I received an email saying my account was cancelled and my refund was being issued. That was 4/17/23. On 4/18/24 I see that not only did they not refund the charge but they have now charged me a renewal fee of $65.27. They had now stolen $130.54 from me. I again reached out to get this taken care of and was informed that they would refund the most recent charge. I asked for a full refund of both charges and customer service ended the chat. I then emailed asking that both be refunded and received no response on 4/30/24. I emailed again 5/14/24 to ask about this refund which has still not been issued after 13 months.

  Business Response

  Date: 06/08/2024

  This account was cancelled and refunded on 4/30/2024 for the charge on 4/18/2024. We have also refunded the charge made on 4/17/2023. This member was not charged 2x, they were refunded for the recurring charges. No further action is necessary. 

• Initial Complaint

  Date:06/07/2024

  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.

  Requested an immediate cancellation 12/2, clearly via email. Apparently thrive responded to this email with some boilerplate attempt at keeping me as a customer, I ignored it because it looked like spam. Fast forward 6 months, they apparently continued to charge me the membership. Absolutely abhorrent business practice. Customer requested an immediate cancellation via email, there shouldnt be any back and forth after this, the cancellation needs to be be put in effect at that moment. I demand a full refund of all charges.

  Business Response

  Date: 06/08/2024

  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.The member reached out on 12/2/2023 we offered credit to stay on board but we did not get a response back, we refunded the account $20 only making it ***** for the year. We cancelled the automatic renewal and the membership will automatically end on 12/1/2024. No further action is necessary

• Initial Complaint

  Date:06/07/2024

  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 has been charging me a "membership fee" to my credit card since 2018. Each year since 2018 then they charged $60 without any email notification until 2024. Happened on: 5/9/2018, 5/10/2019, 3/18/2021, 5/13/2021, (for some reason I was charged the $60 fee twice in 2021??) , 8/15/2022, 5/13/2023, 5/11/2024 I did finally receive an email notification on 5/12/2024 that thanked me for my $60 membership renewal. I had no idea that i had a membership so I reached out to them. This is the first time I got that email . They did refund me for 2023 and 2024 but would like to get some additional reimbursement for this. This is predatory behavior and needs to be stopped.

  Business Response

  Date: 06/08/2024

  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 your chosen payment method for the Membership prior to your cancellation. The did not contact us to cancel the account so we proceeded with the membership fee charges. We were not able to capture a charge in ******************************** 2021 they were charged for 2020 and then resumed to be charged on the annual date. The account was cancelled and refunded on 5/12/2024. No further action is necessary. 

• Initial Complaint

  Date:06/07/2024

  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 cancelled membership back in 9/ 2015 and have email recognizing cancellation. My husband did not recognize charge and did not alert me. We thought it was cancelled. They were unwilling to refund all charges. They are violating the terms of agreement governing membership.They were still charging us since 2015 and it is 2024 when we cancelled. ***************************** DOand ******************* DO

  Business Response

  Date: 06/08/2024

  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 your chosen payment method for the Membership prior to your cancellation. It looks like we did receive a cancellation request on 9/17/2015 and we responded back with an offer. The member did not respond back and we went ahead and continued with the membership. We have since then refunded all the charges made and cancelled the account. No further action is necessary. 

• Initial Complaint

  Date:06/07/2024

  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.

  I received an email from Thrive Market on 5/7/24 stating that a new login has been detected for my account. This was concerning to me, as I have never done any business with this company. I did not want to click through any links in the email in case it was phishing scam so i went directly to their website instead www.thrivemarket.com and tried to log in through there, however since i did not have a password I had to use the "retrieve forgotten password" method to log in. Once I got logged in I noticed that it said I have been a customer since 2024. I think this was a phishing scam for Thrive to get me to sign up for an account so they could get my personal information. I reached out to their business directly asking them to remove any information they have on me and they gave me a very long list of (additional) personal information that they wanted from me in order to do that. Obviously I don't want them having any more personal information than they already do so I did not supply them with any additional information. Again, I have never done business with this company before so I think it was a phishing scam for me to sign up for an account.

  Business Response

  Date: 06/08/2024

  There was no initial account made nor was this person charged. The email has been removed. No further action is necessary. 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21685707
  
  I am rejecting this response because: I want all of my personal information and my account removed. I was told in order to do this I had to supply a very long list of additional personal information and i will absolutely not do that.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/06/2024

  There was no initial account made nor was this person charged. The email has been removed. No further action is necessary.

  Customer Answer

  Date: 07/16/2024

   
  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:06/07/2024

  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.

  On July 4, 2018, I requested that my Thrive Market account be deleted entirely, with all records relating to me to be deleted. A customer service rep named "Mond" said that it would be. I have an email thread archived which contains our entire conversation.Yesterday, May 9, 2024, I got an email from Thrive Market saying that there had been a new login to my account. I didn't even recognize the company's name, it'd been so long since I'd had anything to do with them. I went to the website, and used the saved password from 6 years ago, and it did, in fact, log me in to "my" account. This is a serious breach of trust, on a number of levels. My account was "deleted" by this company nearly 6 years ago, yet just yesterday, someone accessed it. That's absolutely unacceptable. Thrive Market needs to honor their customers' requests, and stop lying. There is no saved payment info, or other personal data in my account, but if there had been, I could have been the victim of identity theft. At the very least, Thrive Market needs to alert their customers that there has been a data breach, and that even "deleted" account holders need to check to make sure they don't have any information that they don't want exposed.

  Business Response

  Date: 06/08/2024

  There was no initial account made nor was this person charged. The email has been removed. No further action is necessary. 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21688010
  
  I am rejecting this response because:

  
  As can be easily seen in the initial attachments I submitted, an account DID exist in 2018, which I requested to be deleted. The company claimed to have done it. Then this May, I got an email from them saying that there had been A NEW LOGIN from my account. The company's response that there never was an account is disingenuous at best. If there never was an account, why did I get the email in May? The response I was hoping to see was something to the effect of: "We are sorry. We claimed to have deleted your account in 2018, but apparently failed to do so. We will delete any remaining articles of personal information including, but not limited to: your name, email address, mailing address, and any phone numbers. We apologize for the inconvenience and stress this situation has caused."

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/06/2024

  There was no initial account made nor was this person charged. The email has been removed. No further action is necessary. 

• Initial Complaint

  Date:06/07/2024

  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 of a suspicious login to this website from another state. I get to the website and discover I have an account for some reason. I never signed up for this service or website. I would like all my information, including my email removed from the website. The fact that I cannot delete the account on your website is very suspicious to me.

  Business Response

  Date: 06/08/2024

  There was no initial account made nor was this person charged. The email has been removed.