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:05/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They try to slip in recurring orders and then don't allow you to cancel the order once they have auto-placed it. I intended to simply place an order for 4 items. One month later, they automatically repeat the same order. I saw nothing about the shipment repeating every month when placing the initial order. When I tried to cancel, they said no. Slimy business practices.

  Business Response

  Date: 05/24/2025

  Thrive Market offers an Auto ship 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 auto ship is based on the first order that is placed and, if so desired, can be canceled immediately following the first order. We have refunded the auto ship order and canceled the auto ship feature, we have also cancelled and refunded the account on 5/23/2025 No further action is necessary.

• Initial Complaint

  Date:05/19/2025

  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.

  Process to become a member is terrible. The website states you can view your order before being charged and does not state that you are charged for the membership before ever viewing any items that are available. When trying to cancel, I had to say cancel several times. The Ai assistant continued to try and get me to stay as a member. Im already frustrated that I was charged before knowing what is available and being asked SEVERAL times to stay is ridiculous.

  Business Response

  Date: 05/24/2025

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $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. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. The membership was cancelled and refunded on 5/13/2025. No further action is necessary.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23322458
  
  I am rejecting this response because: the membership details are not provided from ******** ads and/ or not clear in the process of signing up. The process stated I would not be charged until reviewing my order which is interpreted as AN ORDER OF PRODUCTS and not order of membership. That needs work along with customer service manners/skills. 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 06/07/2025

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $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. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. The membership was cancelled and refunded on 5/13/2025. No further action is necessary.

• Initial Complaint

  Date:05/12/2025

  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 a new subscription service on 3/15/25 using their website with a 30-day free trial. After placing two orders, I decided I did not wish to continue with the service. I logged in to cancel my membership and future orders on 4/10/25 and expected that I would receive my $59.95 refund. On 5/11/25, I received a text message informing me of a recurring shipment that needed attention. Upon logging into the website, I learn that recurring shipments are not tied to subscription membership but rather separately managed and must be turned off or paused separately. I also then saw that what I presumed I canceled on 4/10/25 was not the membership, but only the auto renewal for the following year subscription fee. When I called customer service, they would not admit any possibility of fault or error on their end, stating they show no record of cancellation. When I explained my intent and process, they said it was my responsibility to check and receive a confirmation e-mail of such cancellation. Long into the conversation, the agent said there was actually no way to cancel the membership without calling (not a function I couldve performed online). I realized and pointed out several signs of tricky, predatory subscription practices including charging fees upfront, not allowing online membership cancellations, intentional and blatant difficulty in stopping orders by separating membership cancellation, auto renewal cancellation, and recurring shipment management (none of which were straight forward). I asked the agent to share with me where and when I was sent any information during my sign up process that stated cancellation must be by phone. She could not produce this and just pointed me to their terms of service. As a tech savvy user of many online grocery delivery and subscription services, I have never encountered such blatant predatory practices and refusal to provide remedy or information/transparency in process.

  Business Response

  Date: 05/18/2025

  The member activated their account on 3/15/2025, ********************** they were charged a membership fee and the autoship feature was also activated and an order was shipped, they then reached out on 4/9/2025, to CANCEL THE ***** the system canceled their autoship feature but not their account, the system did cancel the upcoming renewal for the membership fee. The member also placed an order on 4/9/2025 utilizing the membership. However, we have cancelled and refunded the account as a one time courtesy, on 5/18/2025. No further action is necessary. 

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23314446
  
  I am rejecting this response because:

  the business statement we have cancelled and refunded the account as a one time courtesy, on 5/18/2025. No further action is necessary.  is untrue.

  I requested a full refund of the $59.95 charged as my cancellation was within the 30-day free trial period.  The business would not honor this despite their inability to provide transparency in their process for cancellations, intentionally designing decoupled processes for membership cancellation, auto ship cancellation, and membership auto renewal cancellation.  They only credited me back $20 as a courtesy.  Im requesting the full return of $59.95 that was taken and report their predatory subscription practices.

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

  Business Response

  Date: 05/31/2025

  The member activated their account on 3/15/2025, ********************** they were charged a membership fee and the autoship feature was also activated and an order was shipped, they then reached out on 4/9/2025, to CANCEL THE ***** the system canceled their autoship feature but not their account, the system did cancel the upcoming renewal for the membership fee. The member also placed an order on 4/9/2025 utilizing the membership. However, we have cancelled and the account as a one time courtesy, and refunded the remaining $39.95 on 5/31/2025, please allow 3-5 business days for the refund to reflect on the bank account. There was an error for refunding prior on 5/18/2025, and it was not processed. $20 was already refunded on 5/10/2025. No further action is necessary.

• Initial Complaint

  Date:05/12/2025

  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.

  This site charges an annual membership fee. They claim that you can cancel your membership within 30 days of starting. However, when I tried to cancel within that time frame the company refused to refund my money. Tonight I tried to place an order with them again and was not allowed to complete checkout. When I requested a refund on my membership, as I am not being allowed to order from their site currently, I was told that I needed to cancel within 30 days of starting my membership. When I told them I had tried doing that they refused to discuss it further.

  Business Response

  Date: 05/18/2025

  The member was last charged a membership fee on 9/27/2024 and placed an order on this day. The member did reach out on 9/30/2024 to cancel the account, however, it did cancel the upcoming renewal because the service was utilized by placing an order after the membership fee was charged, and will automatically cancel on 9/28/2025. The member then reached out on 5/8/2025, stating that they are not able to place an order, and according to our system, the card on file (apple pay) is stating, "The customer's bank is unwilling to accept the transaction. The customer will need to contact their bank for more details regarding this generic decline." The member will need to try and use a different form of payment to place the order. At this time, the account is not eligible for a refund of the membership that was charged in 2024 and the service was utilized. The upcoming renewal has been cancelled and the membership will automatically cancel on 9/28/2025. No further action is necessary. 
  

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23306886
  
  I am rejecting this response because: I did try other forms of payment.  I tried apple pay, credit card and ******* All of these accounts are active and in good standing.  My complaint is that your website is unreliable and if I am unable to place orders when I need them then it is unreasonable to charge a subscription fee and that this fee should be refunded.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/24/2025

  This member started the account on 5/2/2024 and was charged on 62/2024 30 days after the membership fee. The member reached out on 6/2/2024 to cancel the account and we complied and cancelled and refunded the account. The member then reactivated the account on 9/27/204 and was charged a membership fee on, also placed an order on this day. The member did reach out on 9/30/2024 to cancel the account, however because the account was reactivated, we cancelled the upcoming renewal, and will automatically cancel on 9/28/2025. The member then reached out on 5/8/2025, stating that they are not able to place an order, and according to our system, the card on file (apple pay) is stating, "The customer's bank is unwilling to accept the transaction. The customer will need to contact their bank for more details regarding this generic decline." The member will need to try and use a different form of payment to place the order. At this time, the account is not eligible for a refund of the membership that was charged in 2024 and the service was utilized. The upcoming renewal has been cancelled and the membership will automatically cancel on 9/28/2025. No further action is necessary. 
  
  
  
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23306886
  
  I am rejecting this response because: As I already stated, I tried to use every payment method that you allow, including Apple Pay, credit card and ******.  All of these account are in good standing.  The issue is on your end.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/12/2025

  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 asked Thrive Market to discontinue my subsription (and credit card) back in maybe February or March of 2025. They sent me numerous chances to go lower on a monthly subscription fee and I said no thank you to all fees. I kept asking to cancel my subscription and to not charge my card anymore. Today, May 5th, I recieved another package of which I was most likely charge $50 dollars.

  Business Response

  Date: 05/18/2025

  This members auto renewal for the membership fee was cancelled on 3/29/2025 when the member reached out to cancel the account, however the account was not cancelled because the service was utilized after the membership fee was charged on 2/3/2025 and was past the 30 day free trial. The autoship feature was not cancelled on 3/29/2025 and the membership received an order on 5/1/2025, that we later refunded to the card on file on 5/5/2025 when the member chatted with us. The membership will automatically end on 2/4/2026 and they will not be charged the membership fee, also, the autoship feature was cancelled and no future orders will be autoshipped unless it is turned back on by the member. No further action is necessary. 

• Initial Complaint

  Date:05/05/2025

  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 the 30 day free trial with Thrive to check them out. You unfortunately can't even see their product/prices before signing up to see if you would like it. After signing up over $100 of items were added to my cart without my consent and I started receiving emails saying my order was going to ship. I didn't even want the items they auto put in the cart. When I went to cancel my membership after about 5 days I couldn't do it online and had to go through their chatbot who asked me 5 times to keep my membership. These business practices are scammy and should not be allowed.

  Business Response

  Date: 05/10/2025

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $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. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. The membership was cancelled and refunded on 5/3/2025. No further action is necessary.

• Initial Complaint

  Date:04/26/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thrive Market charged me nearly $250 for an order I did not want. I immediately contacted support when I received an email about the order confirmation. This is a problem with the autoship feature. I have had issues in the past with Thrive trying to ship items that I removed from orders. The order had not shipped and the live chat refused to cancel the order.

  Business Response

  Date: 04/26/2025

  We have refunded this member for the auto ship order placed and the membership will automatically cancel on 5/9/2025. No further action is necessary. 

  Customer Answer

  Date: 04/28/2025

   
  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:04/23/2025

  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.

  Continuous membership billing after attempts to resolve the problems on 3 seperate occasions - My request is to get all my data deleted from their site which is impossible to do.

  Business Response

  Date: 04/26/2025

  We have received the **** request to remove the data from our website, we will email once we are done with the process. No further action is necessary. 

   

• Initial Complaint

  Date:04/18/2025

  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 have now submitted a BBB review and a complaint with the ***. I was a member of Thrive *************** since 2019. I recently decided to not renew my membership. I placed an order March 23, 2025, because I still had until August to use my membership. I received a text on Monday April 14th, that said my next box would be ready to customize, reply by April 13th (the day before... weird right?) I ignored it, it had to be a mistake, it didn't even have the dates right. Then I received a text today, April 16th stating my recurring order was out for delivery. I never had an order. And the items in the order are not even matching the last order? they just randomly put together a box and shipped it. And then there was no way to cancel. No phone number only a chat service that was subpar at best. They offered a gift card and I had to demand a cancel before I finally got the email where I could "request" my profile to be deleted. This order was $154.49 . That is a lot of money. I want a refund, not a gift card, and I will gladly send their grocery box back at their expense.

  Business Response

  Date: 04/20/2025

  We have already issued a refund to the credit card on file and the member is able to keep the package. No further action is necessary. 

• Initial Complaint

  Date:04/18/2025

  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.

  My last order was 8/26/2021. After that order, we no longer wished to use the service so I cancelled. I just saw that I have been charged since my cancellation for yearly memberships for 2022, 2023, 2024, and 2025. I just caught the 2025 charge, but Thrive customer service states they cannot do anything about the charges from other years. Then they say they will refund 2024 and 2025 so I will see if that happens. Absolutely criminal that they are continuing to charge customers who have canceled. I initially supported this company but have to warn others to stay away!!!

  Business Response

  Date: 04/20/2025

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $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. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. The membership was cancelled and refunded on 4/14/2025. We have also refunded 2024 membership fee. No further action is necessary.