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:02/12/2024

  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 **** runs a very sneaky business with sneaky, unethical business practices. Membership auto renews with no warning and no way to approve or cancel. Thrive Market most recently added multiple items to my cart based on my preferences totally over $100 and was set to auto ship. I have never purchased a single item from Thrive so there is way I turned on the auto ship feature. Luckily, I saw the email "warning me" that my order would process at 12PM PT. This was only was 10 minutes away. The warning was to encourage me to add more to my cart that was hand selected by them. This is a very sneaky business practice. I was able to turn off auto ship after searching ****** for directions followed by canceling my membership. They conveniently continuously keep disconnecting me from customer service chat to receive a refund for the next years service. Also, my renewal date was in May but the yearly fee was charged in December.

  Business Response

  Date: 02/24/2024

  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. You do need a membership to shop with us, however we were not able to capture a membership fee for this member and they were still able to order. This member has 2 accounts with us, both which are cancelled and one of them was refunded. No further action is necessary. 

• Initial Complaint

  Date:02/12/2024

  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 purchased something small (under $20) from Thrive Market. It looks like an online grocery store. I only went to the website once and had the small purchase. It automatically signed me up for a $60 yearly membership and did not let me opt out. They have also made it extremely difficult to cancel. You can only call (and they dont answer) or you can message their automatic system and wait for a real person to email you about it. Its absolutely ridiculous and scammy. (Link to their website: *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** )

  Business Response

  Date: 02/24/2024

  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. You do need a membership to shop with us, however we were not able to capture a membership fee for this member and they were still able to order. The account was cancelled on 1/27/2024. No further action is necessary. 

• Initial Complaint

  Date:02/12/2024

  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 made a one time purchase from this company in 2020. I never subscribed because i was not happy with the product, but i paid when purchased. They had me on an email list and sent emails all the time. Once i did open an email and browsed the website in November 2023. In January 2024 I opened my credit card to see a $59.95 fee and $30 late fee for non-payment. We never use this card, but keep it open. It was what I made the original purchase with. I contacted merchant and they advised because I browsed the website that they reactivated my account (reactivated something I never had in the first place; there are only 2 purchases ever with them). I confirmed that they only "reactivated" because I browsed their site. I have confirmation in a transcript from them. They refuse to refund anything. I have since unsubscribed and canceled along with unsubscribing to emails. I also reached out to my credit card to dispute this to which they denied. I wish to just have this $90 refunded because it was never authorized and was done without my knowledge and consent.

  Business Response

  Date: 02/24/2024

  This member filed a dispute with their bank and we have the dispute and cancelled their account. They will need to contact their bank for further information regarding the refund. 

• Initial Complaint

  Date:02/08/2024

  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 clicked on a link via tiktok for this business to get more information about their autoship program. At no point did i place an order or input and of my personal information. I discovered several days later there is a charge on my bank account for $101.06 for an order i did not place. I do have apple pay on my phone so I suspect this is how they were able to get all of my information, but i did not place this order. I'm seeking out a return label to return the shipment (unopened) and to be refund the entire amount. When I called they told me they would attempt to stop the shipment but if they could not I would have to reach out to customer service again at that time. I did not place this order and would like my money refunded

  Business Response

  Date: 02/14/2024

  We have refunded this order on 1/24/2024 and cancelled the account. No further action is necessary. 

• Initial Complaint

  Date:02/05/2024

  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 my membership fee in April 2023 which I did not notice and that was no problem.Then on 1/16/24 they took another ***** from my PayPal account and I did notice. I went into my account to cancel my membership and ask for a refund which is supposed to be there policy if done within 30 days. I was told by Jazz that they could not refund this because it was for my April 2023 membership. He could not tell me why they were just now pulling the money for something that should have been done several months ago but it is deceptive and did not allow me to cancel and ask for a refund. I did not notice the charge that also happened in April until today and now ***** is telling me I have to dispute this with my bank.

  Business Response

  Date: 02/14/2024

  This member has 2 accounts with us. One account she was charged $48.71 for an order on 1/16/2024, which we cancelled and refunded on 1/17/2024, along with the account. The other account is active and was charged for a membership on 4/14/2023, which is non refundable and we cancelled the upcoming renewal. No further action is necessary. 

• Initial Complaint

  Date:02/01/2024

  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 initially looked at Thrive market in the spring of 2022. At the time you could not see their prices until you signed up for a free trial. I signed up and during the free trial did some cost comparisons and determined that it was not for **** called customer service in April of 2022 to cancel. The employee tried to convince me to stay, offering discounts, free membership for a year, ect. I knew I would not be using their service and said no, I just want to cancel. I received an email confirming the membership auto renewal was cancelled on 4/5/2022.Fast forward to January 2024. My credit card shows a membership charge in December of 2023. It appears they did not cancel my account or the auto renewal but instead gave me a free membership for a year and a half and then charged **** never ordered anything from this company and these types of practices are preditory and should be illegal. I reached out to the company and have not yet heard back. I have also disputed this with the credit card. Beware of this company and their auto renewal system. Using their "free trial" to compare prices was a mistake. Once they have your credit card, they'll charge you even after you cancel.

  Business Response

  Date: 02/24/2024

  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 opened a membership on 12/23/2021, the member reached out on 12/23/2021 and we refunded the membership and the member had the account for free until 2022, we did not receive a cancellation request, so we proceed to charge the membership fee for 2023 and the member was charged on 12/28/2023. The member reached back out on 1/15/2024 and we cancelled and refunded the account. No further action is necessary. 

• Initial Complaint

  Date:02/01/2024

  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.

  Hi my friend refer me to buy serenity baby food on thrive market and I was told this website have one month try free membership.Today when I logged into my bank account, I was charged $59.95 for the membership fee. I tried to contact with an online agent and he told me since my membership was exceed 30 days, I am unable to get my membership fee back.I tried to contact with my referral and she told me her agent offers her $40 credits and 3 order free shipping for the next 3 orders. Why different agent give different offers? So unfair!

  Business Response

  Date: 02/24/2024

  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 $40 dollar credit that the friend received was for our Refer a Friend referral that is why the friend received that offer. This member has not referred anyone to receive that offer. No further action is necessary. 

• Initial Complaint

  Date:02/01/2024

  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.

  S**** Thrive Market. When you buy anything, apparently youre signing up for a membership. We paid for 3 years and had no idea. Then when you go to cancel, you have to chat with someone, and they do nothing but try to keep selling you the whole time. Ridiculous that in 2024 they dont have a button that you can click to cancel. You shouldnt have to have a 10 minute convo with someone just to cancel. Get it together. Most of their revenue probably comes from people who dont even realize they are paying them, which is pathetic and borderline predatory.

  Business Response

  Date: 02/24/2024

  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 1/12/2024 and we have cancelled and refunded the account. No further action is necessary.

• Initial Complaint

  Date:01/30/2024

  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 was charged for a membership, but I never signed up for a membership. This was done without my consent and I havent shopped on this site for a year.

  Business Response

  Date: 02/14/2024

  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. 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 account was cancelled on 1/12/2024 and was refunded. No further action is necessary.

• Initial Complaint

  Date:01/27/2024

  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.

  Thrive market has always strived to be a fast option for healthy snacks. And until I placed my last order - they have done so. I placed an order on Monday with being told that processing takes 12 hours. Cool. And Wednesday - this morning- it is still processing. It took so much of my time to get my money back that I was owed that I am just so upset in the level of customer service with **********************. Due to my level of frustration and the fact it took two solid days of me reaching out asking about my order and having to beg for my refund - I would like some sort of store credit from Thrive to make this right.

  Business Response

  Date: 02/03/2024

  We do apologize for any inconvenience. This order was placed on 1/8/2024, there was a delay at the warehouse and did not get processed until 1/10/2024, there is a ***** hour processing time from the warehouse 2-3 business days to be delivered to the address on file after it is done processing. The package was delivered on 1/11/2024 which is in our time frame for standard delivery. We refunded the order and it the member was still able to keep the package. No further action is necessary.