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: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 Thursday, May 2 at 4:16 am PST, I received an email from Thrive Market that someone in ******** had logged into my account. As soon as I saw this email, I reset my password and used Thrive's 24/7 chat function to request that all of my information be removed from their site, since I cancelled my membership in 2016.I chatted with **** via the chat, who said they would follow up with instructions to request my info be removed. When they reached out via email, they instructed me to update my credit card information. I repeatedly told **** that I I did not want to update my CC info, given my safety concerns. After much frustration, I forwarded the email thread to the member services email listed on their website for account deletion requests. **** replied to that insisting that I needed to update my CC info and "in this way, you'll be submitting a request to have your account to be deleted." I have no interest in adding current CC info to an account that has just been accessed by an unauthorized individual in another state. Updating my payment info should not be required for processing an account deletion request.

  Business Response

  Date: 06/08/2024

  We cannot delete the default payment method as we require at least one payment method on file. Rest assured that we take every precaution to protect your information. Thrive Market uses a secure credit card processor called Braintree - a subsidiary of PayPal - for all credit card transactions. Braintree does not store entire credit card numbers. Instead, they assign a unique, encrypted payment "token" to each transaction to ensure your information remains secure.
  

• 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.

  Account created using my email addresss from somewhere in ** (I live in ********) and when I tried to contact thrive market all they have is an online chat that is of no help at all. I did send a note to them in chat that I will not be held liable for any charges incurred by anyone trying to use my email but again its only automated responses.

  Business Response

  Date: 06/08/2024

  There was no account created under the information . An email was created, we have removed the email.

• Initial Complaint

  Date:06/07/2024

  Type:Customer Service 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 contacted the company saying that I wanted them to cancel my membership, stop any auto billing, and delete my personal information, credit card information. They said they stopped future billing, but could not delete my information. I am concerned with fraud as I got a warning that someone logged on and I have not done so in months.

  Business Response

  Date: 06/08/2024

  We cannot delete the default payment method as we require at least one payment method on file. Rest assured that we take every precaution to protect your information. Thrive Market uses a secure credit card processor called Braintree - a subsidiary of PayPal - for all credit card transactions. Braintree does not store entire credit card numbers. Instead, they assign a unique, encrypted payment "token" to each transaction to ensure your information remains secure. We emailed a CCPA request that will need to be filled out. The account has been cancelled. 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 accidentally placed an order for $45 and contacted them immediately after saying it was a mistake. They told me the order had immediately gone to the warehouse and could not be refunded. Fine. The next day I am charged $59.95 for a membership fee I was not aware of nor do I want. I spend on hour on their chat service with someone from ***** trying to repeatedly sell me on a lower plan. I say no thank you this was all a big mistake and I just want my money back. They then tell me that it is past the 30 day grace ****** and cannot be refunded. I reiterate that I made the order LAST NIGHT. They tell me too bad and end the chat. I have never encountered this type of policy with any company and am appalled. Truly so shady.

  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. We have cancelled the account and issued a refund. No further action is necessary. 

• Initial Complaint

  Date:05/10/2024

  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.

  Somebody hacked into my account because they dont have two step verification because they dont care about customer security and upon looking into the account that I havent used since 2019 I see that Ive been charged a membership fee that I never signed up for. Theyve been charging me for years with no email telling me about this magical membership that I signed up for. A $59+ membership that I cant even afford and would never agree to. Furthermore, I see that thousands of people online have been complaining about the same issue. I got refunds for four years that they were charging me (2020-2024) and they are refusing to refund me for the 2018 and 2019 charges because I had made purchases even though I never signed up for a membership. Its cute how they can admit to wrongdoing for four years, but then choose to not refund me for two other years where I was still on a membership that I never signed up for. Thrive market is a massive scam. They dont even have the professionalism or the decency to send their customers emails telling them that they have a membership that is about to renew. They arent even professional enough to add two step verification to their customers account so they dont get their account hacked. Thanks to thrive market my account was hacked and the hacker was able to see my credit card information. This company is negligent and dangerous.To make matters worse, the woman that I was speaking with on the phone said that if the refunds dont go through in five days to call her back after she told me twice that the refunds went through. She said that they turned green, so that means they went through. This company is a joke. The woman on the phone went completely silent when I told her about the research I did on her company and that thousands of people are complaining about the exact same thing. She didnt have anything to say about that when before she had all the answers. Thrive has some law suits in their future. Shadiest company ever

  Business Response

  Date: 05/18/2024

  With the information provided for this case, we were not able to find a charge or account. We are not able to find any correspondences of any kind regarding the charge with thrive market. The customer will need to contact **********************, and provide some information for us to find the charge and or membership. 

• Initial Complaint

  Date:05/10/2024

  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 charges a membership fee claiming that they sell organic products for a lower price than anywhere else. I paid the membership fee only to find out that the prices were, in fact, not lower; they were at least $1 higher. I decided to give them a try anyway, and my items arrived, smashed, damaged, and leaking. I chatted with customer service and they refuse to refund my membership fee or refund my purchase because Ive already made a purchase. Utterly ridiculous and outlandish that this company is scamming customers as they are.

  Business Response

  Date: 05/18/2024

  The contested charge is a membership fee, which is automatically collected at the sign up page before entering the website. We state this in our terms of service, and we remind our customers at checkout. 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 created the account on 9/17/2023 for a yearly membership, which receive a 30 day risk free period. The member first reached out on 8/3/2023 to cancel the account, we complied and cancelled and refunded the account. The member than came back on 4/21/2024 and reactivated the account by placing an order. We did not receive and email regarding damaged items upon delivery, but the member reached out on 4/29/2024 to cancel the account, and there was no response letting us know the order was damaged at this time either. Because the member reactivated the membership and utilized the membership by placing an order, they are not eligible for a refund. We cancelled the upcoming renewal and will automatically cancel on 4/21/2025. We also do price match on our website, which we did make known on the chat 4/29/2024. No action is necessary. 

• Initial Complaint

  Date:05/10/2024

  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 am writing to submit a formal complaint against Thrive.com, where I have been a subscribing member since april 2024. Despite repeated assurances and advertised claims that subscription to Thrive.com provides access to lower prices than those available in-store, my experiences and findings strongly contradict these claims. This has not only misled me as a consumer but has also led to significant financial loss under the pretense of saving.Summary of Complaint:Thrive.com advertises that their subscription service offers significantly lower prices compared to in-store retail options. However, the reality of their pricing, as evidenced in multiple instances, is starkly different and misleading.Details of the Issue:Misleading Price Comparison and Product Details:Thrive.com carefully manipulates product details making it nearly impossible to find an identical match in local stores, thereby circumventing true price comparison. For example, the steak sold on Thrive.com is described in such a manner that it does not exactly match any product available at local retailers. However, upon close inspection and comparison, it is clear that the steak offered is essentially the same as that sold at Sprouts Farmers Market here in **********Specific Price Discrepancy:Steak from Thrive.com at a price of $30.04 per pound. A similar, if not identical, steak is available at Sprouts Farmers Market for $14.99 per pound. This pricing is in direct contradiction to Thrive.coms claims of lower prices, as outlined in their subscription benefits.Price Guarantee Program Inefficacy:According to Thrive.com's Price Guarantee Program, which can be found here:**************************************************************************************************************, the company claims to match lower prices found at other retailers. Unfortunately, my attempts to claim this price match for the aforementioned steak were met with responses that skirted the issue, further demonstrating the lack of commitment to their own policies.Resolution Sought:To resolve this issue, I seek a formal acknowledgment of this misleading practice and a full refund of my subscription fees. Additionally, I demand compensation for the price differences incurred during my membership.Conclusion:I trusted Thrive.com based on their promises of lower prices and substantial savings. Instead, I have experienced misleading marketing and financial disadvantage. I am prepared to escalate this matter through legal channels or public consumer awareness platforms should it not be resolved satisfactorily by Thrive.com.I appreciate your attention to this matter and look forward to your prompt response.Sincerely,*******************

  Business Response

  Date: 05/18/2024

  With the information provided for this case, we were not able to find a charge or account. We are not able to find any correspondences of any kind regarding the charge with thrive market. The customer will need to contact **********************, and provide some information for us to find the charge and or membership.

• Initial Complaint

  Date:05/10/2024

  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 was charged on April 25, 2024 in the amount of $64.75 for a membership auto renewal. There is currently no way to cancel directly on the website, you need to go through customer services. There is no direct email or phone number to speak with a customer service agent, only through a chat/ messaging service hosted by the businesses site. There is no transaction details of cancelled membership offered unless requested by customer. There is also no notification BEFORE the auto renewal directly to the customer. I was only made aware of the charge from PayPay via email AFTER the charge was made. I have not used Thrive Markets subscription service for over 2 years. I am only requesting one year to be refunded which I think is more than fair. Beyond the refund, I would like to see a change in their etiquette. If you can sign up on the website, you should be able to cancel. I reached out to their customer service yesterday and after 30 minutes I was able to cancel. I have also received a confirmation of cancellation after a request but was denied a refund since "I have been active in the past 30 days" which is not true, unless you count me signing in to see why I was charged/ trying to cancel. Via Paypal: Transaction ID 7SS87307AV694624G

  Business Response

  Date: 05/18/2024

  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 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. This member had 2 accounts open with us. Both accounts have been cancelled. One was refunded for $64.75. One of the accounts that was charged in 2023 is not eligible for a refund. No further action is necessary. 

• Initial Complaint

  Date:05/10/2024

  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 signed up for Thrive Market in May 2023, just to try it out. Their prices weren't better than I could find in my local grocery store, so I never used them. Never ordered anything from them and planned to cancel my membership before it renews. I have spent the last 6 hours trying to cancel. I've done the chat multiple times, and calling just sends me in circles with the menu. Incredibly shady business practice. It's bad enough that I have to get on the chat to cancel, but then you say that someone will connect within 2 minutes, and they don't. 6 hours later, and I still haven't been able to speak with anyone about this. If my account is charged for auto renewal, I will be disputing it with my bank. It should be illegal to make it this difficult to cancel a service.

  Business Response

  Date: 05/18/2024

  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 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 4/26/2024 and the agent offered a discount to stay on and the member declined, the agent then responded letting her know they cancelled the upcoming renewal. We have cancelled and refunded the account on 5/18/2024. No further action is necessary. 

• Initial Complaint

  Date:05/10/2024

  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.

  This company has taken $12 a month from me which I did not authorize as payment for some kind of subscription which I did not authorize. They charge a subscription fee so that you can order things from their website But it seems like its not explicit that you are signing up for a subscription in perpetuity I attempted to call them and was told that there was a website that I should contact and then the phone was disconnected It is a really upsetting experience

  Business Response

  Date: 05/18/2024

  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 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.This member has 2 accounts with us, one yearly, that was charged on 11/24/2023, and we cancelled and refunded on 5/18/2024. And one monthly, which is non refundable. The member reached out on 4/25/2024 regarding the monthly membership email, we cancelled the upcoming renewal and will automatically cancel on 5/24/2024. No further action is necessary. 

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21625278
  
  I am rejecting this response because:
  The company clearly takes advantage of prior customers by re-instating customer membership when a customer places an order - without a clear message that the customer will be billed indefinitely. 
  

  Clearly this membership has been sitting idle for many many months while the company sat back and collected the fees. 
  

  Our family periodically does things like whole 30 so someone might want to order specialty products. And this company seems reasonable. But unlike other companies who are *not* trying to slip these fees past the consumer, this company gives no warning about billing or membership. 
  

  It is a sneaky scheme clearly targeted at those (like me) who are distracted by the daily tasks of family and life and who dont assume we will get scammed. 
  

  I would like a refund of 6 months of membership fees. 
  
  Sincerely,
  
  ***** *******************

  Business Response

  Date: 06/22/2024

  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.