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:01/08/2024

  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.

  Never been on their webpage - never game them my CC details. When I called, they don't offer to look into your charges. They send you an email asking for your credit card information so they can research your claim . Whole thing is really sketchy. I called my bank - cancelled the card and requested a new one.

  Business Response

  Date: 01/13/2024

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

• Initial Complaint

  Date:01/08/2024

  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.

  This issue occurred in the past 2 years. My complaint is against Thrive Market. I cancelled my membership several years ago but they have charged me membership fees for 2022 and 2023 anyway. I contacted the company and while it was difficult to speak to a representative, I was finally connected with one. She immediately saw that I had cancelled my membership and the company still charged me membership fees anyway. They actually did this to me after the first year I cancelled and they refunded my money from that incident. Now they have taken money out of my account for membership fees in 2022 and 2023 even though I have long ended my membership. The representative was apologetic and said the company did wrongfully take the monies out of my account and I would be issued a refund. I waited a few weeks and when I didnt see a refund, I contacted them again. Again, it is highly difficult to reach anyone and I can only recall speaking to a representative that first time, its since been online chats and emails. *** asked many times but I cant seem to be connected with a representative.*** even asked for someone to call me but to no avail. When I contacted them again, they all of a sudden said they cant see any record of the transactions. I was stunned. The first person immediately found the record of my cancellation as well as the wrongful charges. It appeared they were playing a game with me in efforts of avoiding proper resolution and refunding my monies they wrongfully took from my account. They requested proof and some basic information. I emailed them back with a statement I obtained from ********* as well as all other basic information they requested. This too became a game. I would email them everything, they wouldnt respond, I would email them again and they would say they didnt receive the information and request it again. I have sent the information and attachment multiple times. I finally stated I would contact the Better Business Bureau. So stressful

  Business Response

  Date: 01/13/2024

  It looks like this member had another account open under a different email, which we were not able to find with the information provided. We have gone ahead and issued refunds for 2021-2023 and canceled the account. No further action is necessary. 

• Initial Complaint

  Date:12/19/2023

  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.

  I had a bad experience with their delivery driver and they damaged my property on accident. I sent them the ring video recording and they would not handle the situation told me to handle it even though delivery was set through them. That aside, due to poor response decided to cancel my account. Tried multiple times through chat to cancel and they kept asking for me to stay and did not honor my request. I then sent email asking to cancel and its been three days and they have ignored my request, but responded if there is anywhere I can stay a member when I already clearly expressed many times through many ways that I want to cancel.

  Business Response

  Date: 12/23/2023

  We do apologize for any inconvenience. It looks like the damaged was by the driver after the package was damage, we advised the member that she will need to reach out the courier and file a complaint. We have cancelled and refunded the account, no action is necessary. 

  Customer Answer

  Date: 01/10/2024

   
  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:12/19/2023

  Type:Product 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.

  -Date paid: 9/19/2023 -Amount paid: $59.95 -The business promised to provide cheaper groceries than elsewhere. -The business tried to resolve the problem by giving me a discount one year from now or free shipping on my next purchase.-The advertisement is right on their website stating Ill be saving money using them.-The dispute is that nothing is cheaper and an annual subscription is even more money. Theres no benefit to this and Ill need a partial refund. Im willing to allow them to have 1-2 months worth of the $59.95 (so $4.99-$9.99), but the rest needs to be refunded since their service has been falsely advertised.

  Business Response

  Date: 12/23/2023

  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 created the account on 9/28/2023 and was charged for a yearly membership, which receive a 30 day risk free period. The member reached out on 11/28/2023 30 days past the risk free period. We cancelled the upcoming renewal no further action is necessary. 

  Customer Answer

  Date: 01/02/2024

  Hi, PayPal has resolved issue ********. No further action from BBB is required. Thanks.

• Initial Complaint

  Date:12/19/2023

  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 have loved thrive for so long. Last mascara I had I had it for about 2 weeks before it was drying out and would be so so clumpy on my eyes. Everyone talked so great about it so I gave it another try and its clumpy again. Im really upset and want a refund.

  Business Response

  Date: 12/23/2023

  We are unable to find an account with the information provided with BBB. If the member is able to reach out to us at ************ or email at ****************************** we are able to rectify. 

• Initial Complaint

  Date:12/05/2023

  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 completely forgot that Thrive Market charges an annual membership fee. They charged me for the last two years and did not email me to tell me my membership had renewed either time. (I just checked my email and looked in all folders including spam and trash). Had I received such emails, I would have cancelled my membership immediately. (Why? I travel 100% of the time and cannot receive groceries by mail.)The latest membership fee was charged in April. I have ordered literally nothing from this company since the membership fee was charged without notice. (In the previous membership cycle, two autoships made it through the cracks. I did not want those orders either, but accept responsibility for failing to cancel them as I do receive autoship reminders.) I wrote to an agent for help. **** sent me canned responses as if she were a robot and like others have mentioned, tried to sell me more services instead. Didnt listen to a single word I said. Since Thrive is charging credit cards without sending email confirmations, and this is a membership I am not using, have not used since the last charge, and will not be using ever again until I actually have a home, I want a full refund. Do not treat your customers this way. I first tried your services in 2013. At times it has made sense for me to be a member. It does not now. If you ever want me to return to Thrive, give me my money back, and start treating your customers like they matter and are worthy of being clear with on membership charges.

  Business Response

  Date: 12/08/2023

  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 created the account on 4/25/2015 for a yearly membership, which receive a 30 day risk free period. The member has been charged an annual renewal fee 5x before 2023. The member has also reached out to cancel their membership on 11/25/2018 and reactivated the membership on 4/13/2021. The member has also placed 2 orders after the 2023 charge utilizing the membership. We have gone ahead and cancelled the upcoming renewal, so that the membership will automatically cancel on 4/24/2024 and they will not be charged. No further action is necessary. 

• Initial Complaint

  Date:12/05/2023

  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 contacted via email by this company. I have no account with this company, I never purchased anything. I was contacted stating that they feel that someone was possibly trying to use my email in order to create an account. I have contacted them by chat, and several emails and there has been no removal of my email or status change beyond, "they are working on it"

  Business Response

  Date: 12/08/2023

  The email this person received is a automated email that was sent out when our system received an inquiry that their email was used to try to make an account on our website. This is a pre caution for our fraud prevention, the email sent has detailed instructions and questions to make sure that it was the right person creating a membership. The email has been removed. No further action is necessary. 

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 20870460
  
  I am rejecting this response because: If that were the case why was I sent another notice stating that I was given a new password for an account I don't have and given to an email that you all said you deleted? I tried explaining this to the last rep and I was imply told to "unsubscribe" . I never subscribed in the first place.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/06/2024

  The email this person received is a automated email that was sent out when our system received an inquiry that their email was used to try to make an account on our website. This is a pre caution for our fraud prevention, the email sent has detailed instructions and questions to make sure that it was the right person creating a membership. The email has been removed. No further action is necessary. 

• Initial Complaint

  Date:12/05/2023

  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 looking at Thrive as a possibility to purchase. However since I live alone I never completed the transaction to purchase yet I was billed with $12.00 being taken from my bank account, and a subscription was put in my name. I never agreed to this. I want it canceled and refunded. Nothing was ever purchased.

  Business Response

  Date: 12/08/2023

  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 account has been cancelled and refunded on 11/15/2023, no further action is necessary.

• Initial Complaint

  Date:12/05/2023

  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 reached out to customer service multiple times to cancel my membership and they keep saying its been refunded but my account is stil active I want to my account free trial to be refunded and autoship to be cancelled Also I didnt receive this order ********* And I also reached out multiple times but their phone line isnt working and chat service isnt helpful If my membership isnt cancelled nor refunded and order isnt refunded, Im going to escalate this to general attorney of the state Im just appalled at their customer service. They keep making false claims

  Business Response

  Date: 12/08/2023

  This member has reached out several times via phone and chat and we have actioned all inquiries. The account has been cancelled and refunded on 11/14/2023 and the order the member claims to have not received, was delivered and confirmed with the courier which also was signed for. We refunded the order on 11/20/2023. No further action is necessary. 

• Initial Complaint

  Date:11/19/2023

  Type:Product 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.

  I recently decided to give Thrive Market a try and signed up for a membership, hoping to find affordable options for my household needs. However, my experience left me quite disappointed, and here's why:My membership with Thrive Market lasted less than 3 minutes. The prices I encountered were, in my opinion, outrageous when compared to the local options in my area. This significant price discrepancy made it impractical for me to continue using their services.I reached out to their customer support via the Chat feature and had a conversation with a representative named ****. I explained my concerns and my wish to cancel my membership and obtain a refund for the $12 I had paid.Regrettably, **** cited company policy as the reason for denying my refund request, despite my extremely short membership period and my clear dissatisfaction. This left me disappointed with their customer service and the lack of flexibility to accommodate individual circumstances.In response, I expressed my intention to share my experience with my closest friends on social media. While I respect policies, I believe that exceptional customer service should consider individual satisfaction and strive to resolve issues.It's important to note that Thrive Market may offer competitive pricing in some regions, like California, but it seems that this doesn't hold true for all areas, including mine. This significant price difference compared to local alternatives made me reconsider my membership.My brief interaction with **** left me with the impression that Thrive Market heavily relies on its membership fees, which, in my view, should be balanced with ensuring a satisfactory experience for all members.In summary, my experience with Thrive Market was marked by brief membership, high prices, and unhelpful customer service. I hope the company takes this feedback into consideration to improve its services.

  Business Response

  Date: 11/28/2023

  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 account has been cancelled and refunded on 11/17/2023, no further action is necessary.

  Customer Answer

  Date: 12/13/2023

   
  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,
  
  *************************