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: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.

  Thrive Market will not cancel my account. ********************** will not cancel my auto-renewal. Thrive Market will not cancel my membership even though I have asked them several times.

  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 3/25/2024 and we cancelled the upcoming renewal and the autoship feature. The membership will automatically end on 2/9/2025. 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.

  I was being charged a $12 fee that I wasn't aware of til now. So I tried to cancel, you can only cancel via Chat. They kept offering more & more things to change my mind. I stated over & over & over please cancel membership. Finally they did. So then I tried to remove my credit card. They told me I couldn't do that ! I want my credit card off their site.

  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. We have cancelled the upcoming renewal and membership has automatically ended on 4/3/2024. The member is able to contact us to request her data be removed. 

• Initial Complaint

  Date:04/02/2024

  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.

  On 3/9/24 I received an email from Thrive Market stating that if I reactivated my membershipand paid the annual subscription fee that I would receive $90.00 in free groceries. It says that would consist of a $60 free gift and $30.00 off my order. The 4 options to choose from consisted of not one for $60.00, but 1 at $54.00 (cookbook- not groceries) and 3 gift options all at $30 and under. When I connected with them about this they only offered free shipping coupons (which is free after a certain amount anyway) and 10% off up to $20.00, when I'm technically owed $66.00. This is a scam and false advertising. I canceled immediately after the phone call and will get the $59.95 paid for the annual cost, but am owed the $66.00 (gift + $30 off). Thank you

  Business Response

  Date: 04/06/2024

  It looks like when the member reactivated the membership a different discount was chosen and they received a different free gift on the order. They reached out on 3/20/2024 to cancel the account, received a different coupon, placed an order and the coupon was used. We have cancelled and refunded the account. No further action is necessary. 

• Initial Complaint

  Date:04/02/2024

  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.

  Today I looked at my PayPal Account and saw that ********************** just took another $59.99 from my account. I sent them by their chat site last year that I never use their market and that I was cancelling my subscription. I called and NO ONE answers the phone. You are put through an endless phone loop. I also went back to their chat line and NO ONE (human) ever answers the chat. There is no way to quit this company. They are a virtual den of thieves. I want two years of subscription back from this company. This is bordering on criminal fraud.

  Business Response

  Date: 04/06/2024

  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 not received a cancellation request, so we proceeded with the membership fee. We have cancelled the account on 4/4/2024 when the member reached out. No further action is necessary.

• Initial Complaint

  Date:04/02/2024

  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.

  Despite having never had an account with **********************, they sent an email to my personal email account warning me that "there was new activity on my account" and providing me with steps to resolve it. When I followed those steps I was prompted to enter my email address and Thrive Market password. I didn't have a password to enter because I've never had an account, so I had to go through the steps to "reset" my password (in quotes, because I never had one and you can't "re"set something you've never had). I was doing all of this because I knew I had never had an account with them, but was afraid someone had opened a fraudulent account with my information. Once I could login, I was IMMEDIATELY taken to a screen where my only option was to make a purchase from them. I had to work hard to get away from that screen to try to the setting that would allow me to view the account information (because remember, this all stemmed from them sending me an email that there was "new action" on my account). To my relief I discovered no purchases had actually been made with "my account." I tried to use their chat feature to close my account, but it required me to chose from a list of drop down reasons as to why I was closing my account, none of ********************** were applicable. So rather than proceed that way, I emailed them and asked them to close my account. They responded this morning telling me there is no account associated with my email address so they cannot help me. But this is despite the fact this all started when they emailed me at that email address to "warn" we about potentially fraudulent activity on my account. I feel fairly certain that initial email was to trick me into logging in and providing them with my credit card information so they could bill me. While I'm grateful I didn't fall for it I worry about others.

  Business Response

  Date: 04/06/2024

  We do apologize for the inconvenience. It looks like the email was registered and no account or order was made. This person received an automated email that was sent and they are able to disregard. The email has been removed, no further action is necessary. 

• Initial Complaint

  Date:04/02/2024

  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.

  Paid for a membership. Found I wasnt getting any value from it. Tried to cancel. It took almost an hour of chatting to a bot and then an agent. They refused to refund any of my money even though I had many months left on the membership.

  Business Response

  Date: 04/06/2024

  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 not received a cancellation request, so we proceeded with the membership fee. We have cancelled the renewal on this account and will automatically cancel on 9/6/2024. No further action is necessary.

• Initial Complaint

  Date:04/02/2024

  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.

  There is no way to permanently delete/remove payment information on an inactive account. Furthermore, there is no way to delete an account only pause or disable. I am not an active customer and I do not want my payment details stored. The inability to remove stored personal information is deemed a dark pattern according to the **** I will never shop at Thrive.

  Business Response

  Date: 04/06/2024

  The members account was cancelled on 3/30/2019, the address and name have been removed since and the email has been removed. No further action is necessary. 

• Initial Complaint

  Date:04/02/2024

  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.

  Makes you pay to browse the app promising you can cancel membership and receive a refund in the first 30 days no questions asked and then does not honor promise. I was left on read with customer service and submitted two tickets to cancel and receive a refund to no avail.

  Business Response

  Date: 04/06/2024

  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 upcoming renewal and membership has automatically ended on 3/30/2024.

• Initial Complaint

  Date:04/02/2024

  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.

  Hello, ************ has been charging my card for a membership for the last 4 years. In that time I have never once used their website or products. I have asked them for a refund and they refuse to provide one. I have contacted their customer service and have attached a screenshot of the chat. I also have included a screenshot of the transactions from my account. Transaction ********************/25/2023 1 item $59.95 010891893 02/24/2022 1 item $59.95 008305990 02/25/2021 1 item $59.95 005680797 02/24/2020 1 item $59.95

  Business Response

  Date: 04/06/2024

  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 not received a cancellation request, so we proceeded with the membership fee. We have cancelled the account on 3/2/2024. No further action is necessary.

• Initial Complaint

  Date:03/27/2024

  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 was supposed to provide unmatched service. I believe their auto ship is predatory. January 30, 2024, checked on site that there were no orders in cart, which did not see, and placed my order. Two other items on auto ship were also shipped and charged. I spoke with customer service and told them I did not want extra items. Had about eight interactions, which I can provide, with no acknowledgment of my issue. Cancelled my membership Would like membership fee refunded and basil order refunded. I believe myself to be computer savvy and belief that website leads you, for their profit, to believe no items are in cart.

  Business Response

  Date: 03/30/2024

  Thrive Market offers an Autoship program to provide ease and convenience to members who would like to receive their everyday items on a 4, 8, or 12 week cycle. The autoship is based on the first order that is placed and, if so desired, can be canceled immediately following the first order. The member activated autoship on 12/23/2023 and added 3 items on 1/30/2024. The autoship order was placed on 1/30/2024, including those 3 items added and then a regular order was placed on 1/30/2024. We have cancelled the autoship feature on the account. No further action is necessary.