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: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.

  I last purchased from ThriveMarket in 2021 then cancelled my membership. On 4/20/24 2 charges of ***** and on 4/21/24 1 charge of $***** was removed from my PayPal account linked to my previously closed ThriveMarket. Their chat will not assist me with this issue probably and their support number is not being answered regarding this concern. These are repeated charges are for a membership. Thrives customer service chat is stating I made a purchase in 2022 reopening my account ********************** is not present on my order history and they are ignoring the recent 3 charges I mentioned as concerning. Im wanting these charges refunded and my PayPal payment info removed from this account and my account deleted to avoid further charges.

  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 a yearly or monthly membership and are presented with the perks of both. In this case of this account, The member selected the ANNUAL membership option which does come with a 30-day risk-free trial. 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 reached out on 2/7/2021 to cancel the account, the agent responded letting the member know they cancelled the upcoming renewal and it automatically cancelled on 2/10/2021. The membership was reactivated with an order placed on 3/18/2021 for $155.57 charged to their PAYPAL. Because the account was reactivated, they were charged the membership fee on 4/19/2021. We did not receive a cancellation after the 4/19/2021 charge, and we are a renewal based company so we continued with the annual membership charge. the member then reached out on 4/22/2024 and the membership was cancelled and refunded. 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.

  Thrive Market **************** continues to auto charge me for an annual subscription after I canceled it over a year ago. This is the 2nd time this has happened to me.

  Business Response

  Date: 05/18/2024

  It looks like the account was cancelled and refunded on 4/21/2022, and 4/21/2024 it was reactivated. The member reach out on 4/22/2024 and we cancelled and refunded the account. The email was removed. No further action is necessary.

• Initial Complaint

  Date:04/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email about a password reset. I did not signup for this account. I have spent time trying to have the company remove my email address and whatever information submitted with this fake account. After speaking via DM with a representative, they refuse to delete the account because I would need to add some payment info. I should not have to submit payment information for a fraudulent account, this seems like a phishing scam in regard to their practices.

  Business Response

  Date: 04/27/2024

  There was never an account made on the provided email. The email was removed. No further action is necessary. 

• Initial Complaint

  Date:04/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not used this website or service in years. Im 4/14/24, I received notification that my account was logged into. This wasnt me. I changed the password. Then, I began a chat on their website and requested my account to be deleted. I was told I didnt have a membership and that email wasnt in their file. It is. I literally just changed the password and used that email. I tried explaining that I dont pay for a membership but I wanted my account with them to be deleted and the rep ended the chat. The more accounts that are out there, especially unused, the more chances there are of passwords and personal info to be leaked. Consumers have to be able to delete unnecessary accounts.

  Business Response

  Date: 04/27/2024

  There was never an account made on the provided email. The email was removed. No further action is necessary.

• Initial Complaint

  Date:04/21/2024

  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 trying to cancel my Thrive Market membership for weeks now. No one ever answers the phone, no one ever answers the chat online, it's only a bot and there is no corporate phone number. All numbers go back to the same system that mentions their business hours and if I'm calling during those "open hours" they system hangs up. There is no hold or a way to get a call back. There is an auto renewal that is coming up this June and I don't want to rejoin. I have removed of my alternative credit card but my main CC is still online. I can't delete it. I reached out to Discover Card and they have agreed to cancel the card and send me a new one. But I;m worried that their system is keeping my bank card even though I was able to remove it.

  Business Response

  Date: 04/27/2024

  You are able to cancel through chat email or phone, and when you request to cancel a live agent will need to do that for you. It looks like this member has 2 accounts with us, one was cancelled on 2/25/2021 and one the upcoming renewal was cancelled on 4/12/2024 and will not renew after 6/16/2024. No further information is required. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21567521
  
  I am rejecting this response because:
  

  I did try and cancel my account via chat and it went no where.  The old account from years ago and should have been cancelled years ago.  Obviously Thrive did not do this.  Even when I started up a new account there were issues that I spoke to an agent about when I reestablished the account.  I was told that Thrive closed that account and the most recent one (the one I'm currently disputing) was the only account established. 

  I would also like to add that absolutely no human ever worked with me after dealing with the chat bot and when I called the phone numbers that had to locate on the internet because that one that Thrive posts is never answered.  But those number never yielded a result.  It was only when I sent an email telling Thrive that I had contacted the BBB about this issues.

  So they did not follow through with the requests that I made  over the course of having this account.

  ********

   

   

   

   

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

  Business Response

  Date: 05/25/2024

  This member as 2 accounts with us. One account was created in 2019 and was cancelled on 2/25/2021 when the member reached out. The other account has also been cancelled on 5/25/2024. The member did reach out on 4/12/2024 providing a different email address that was not registered to any account, the agent relayed this message and the member left the chat. You are able to cancel through chat email or phone, and when you request to cancel a live agent will need to do that for you. It looks like this member has 2 accounts with us, one was cancelled on 2/25/2021 and one was cancelled on 5/25/2024. No further information is required. 

• Initial Complaint

  Date:04/15/2024

  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 chatted with the rep before it was going tor enew their membership and they offered free membership for next 1 year but recently they auto charged me the whole membership fee and no call back or representative responding.

  Business Response

  Date: 04/20/2024

  The contested charge is a membership fee, which is automatically collected following a one-month free trial initiated after a customer's first purchase. This member has been with us since 2015. The charge is a renewal membership fee, which is automatically collected at signup. 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 reached out on 3/26/2024 and it looks like the agent did not update the account to reflect the one year. The member than reached out on 4/8/2024 and the agent was able to successfully refund the membership and update the account to reflect the free year. 
  

• Initial Complaint

  Date:04/15/2024

  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 trial for Thrive. I reached out after with product issues and told them I dont want to continue, and to cancel my account. I saw it was not cancelled when I found a charge on my account. I reached out again several times everytime its a bot, or automatic chat agent. When I finally get someone they ask me if I want coupons and discounts I keep saying no I want the account closed and refunded. I see this has not happened, and Ive been disconnected by agents twice now for "not responding" yet I did and ive made my reason for contacting VERY clear from the beginning so this makes me think theyre running a scam. They can clearly see Ive reached out and Ive requested a refund and not used this membership and account for months. I asked for this to be escalated. I likely wont trust or use the company after this.

  Business Response

  Date: 04/20/2024

  The contested charge is a membership fee, which is automatically collected following a one-month free trial initiated after a customer's first purchase. This member has been with us since 2015. The charge is a renewal membership fee, which is automatically collected at signup. 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 membership was cancelled and refunded on 4/12/2024. No further action is necessary. 

• Initial Complaint

  Date:04/15/2024

  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.

  Bought a jar of ghee. And for that purchase, I was surreptitiously enrolled in an annual membership. This was never stated anywhere during the online purchasing process, nor in the order confirmation email. I had no idea until I was billed for membership. Thrive Market needs to be transparent about this up front. Getting a refund was a giant saga that involved canned responses enticing me to stay, ignoring my questions and requiring me to threaten a chargeback before my money was ultimately refunded.

  Business Response

  Date: 04/20/2024

  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. We have canceled this members account and issued a full refund for the membership on 3/28/2024. No further action is necessary. 

• Initial Complaint

  Date:04/15/2024

  Type:Customer Service 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.

  This complaint is for thrive market, this incident occurred on March 16,2024. On this date I was looking for options to help save money for my household. I saw an advertisement for thrive market and decided to check them out. When I found the website I was immediately tasked with a survey/questionnaire. The questionnaire ask about my grocery purchases and preferences, harmless I thought until days later when I found out I was charged a membership fee of $59.95! I never purchased anything from this site and absolutely did not sign up for anything, they automatically put suggestions in your cart and take your money with out any knowledge! This is a despicable practice and should be investigated closely. I have reported this incident to the fraud department of my credit card they charge and have ask for a cancellation of this account that they created with out my knowledge but have not received a response from them! Thrive market website and its company clearly taking advantage of its users. I recommend for those who visit the thrive market website just check for memberships they might not have signed up for and check for transactions not authorized!

  Business Response

  Date: 04/20/2024

  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. Looks like the member signed up under a different domain that what was provided on BBB. We received a dispute for the charge on 3/16/2024 and cancelled and refunded the account. No further action is necessary.

  Customer Answer

  Date: 05/08/2024

   
  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:04/15/2024

  Type:Order 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 March 5, I signed up with this company, only to cancel immediately (approximately 5 minutes later). They had a flashing message stating one could cancel and get a refund. When I contacted them 10 days later, they gave me the same bull they told all these other complainants on this website. This company seriously needs to be investigated. They are using "legal" trickery to draw people in and not refund their money. Please, please downgrade their A+ status. Had I looked on the BBB website before signing up and had seen all these complaints, I would have never signed up with them.

  Business Response

  Date: 04/20/2024

  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 3/6/2024 and we cancelled the upcoming renewal. The membership was automatically cancelled on 4/5/2024.