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:11/16/2023

  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.

  On September 29, 2023, I discovered an unexpected charge of $65.27 from Thrive Market on my bank statement. This is the starting date of the one month free trail offered by the merchant. When I wait until September 27, 2023, I still see the charge, so they didn't give me one-month-free service.Upon noticing this, I contacted Thrive Market's customer support through website online chat. They told me I can't get this back, since one year membership has started. But I was still in the free month, and they promoted on the website that I can cancel freely within that month. And they can only promise not auto renew my term after 09/29/2024. This is unreasonable. and they are using their website to lie to the customers. I urge Thrive Market to rectify this situation by fully refunding the unauthorized charge of $65.27 and addressing the woeful customer service they provided.

  Business Response

  Date: 11/29/2023

  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 via chat on 11/5/2023 requesting to cancel the membership, which is 30 days after they created a membership and not refundable. We then received a dispute with the bank on 11/5/2023 and we accepted the dispute and cancelled and refunded the account. No further action is necessary. 

• Initial Complaint

  Date:11/16/2023

  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.

  They dont let you view their products for purchase until after you sign up for a membership. After you sign up, pay money, look over their products and then decide you dont want to buy any of them they wont refund you money. Basically pay money to just view products. Its a scam.

  Business Response

  Date: 11/29/2023

  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 a yearly or monthly membership and are presented with the perks of both. In this case of this account, The member selected the ANNUAL membership option which does come with a 30-day risk-free trial. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation." This member started the yearly membership on 1/5/2021, then reached out on 1/19/2021 to cancel the account, ********************** we complied and cancelled and refunded the account. The member then came back on 11/2/2023, reactivating the account with a monthly membership at $12, which is non refundable due to reactivating the account and it being a monthly membership. The member reached out on 11/2/2023 to cancel the account and we went ahead and cancelled the upcoming renewal, so the member will not be charged after 12/2/2023 and the account will be cancelled automatically. No further action is necessary.

• Initial Complaint

  Date:11/03/2023

  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.

  Refused to cancel my membership. It took me three agents to actually get it cancelled. Two of them left the chat when I asked them to end the subscription. Thrive is knowingly violating a number of consumer protection laws. It's just a matter of time before they get shut down.

  Business Response

  Date: 11/04/2023

  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 10/31/2023, no further action is necessary. 

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair 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 cancelled my Thrive membership over a year ago in the last two months I have again been charged my membership fee as well as a large order. I tried to contact customer service who said this could only be dealt with on chat. After a long chat they refused to refund any of the charges. It also felt like the chat rep was a bot who kept offering me deals on membership and wouldn't do anything about the fraud on my account. This is criminal they have kept my information which its tied ot my paypal and bank account and won't shut down my account or refund fraudulent charges.

  Business Response

  Date: 11/04/2023

  It looks like this members account has been hacked and we have gone ahead and cancelled and refunded their account and order that was placed. We have also sent an email survey to delete the information we have stored. The email and card and address have been blocked from our website. No further action is necessary. 

  Customer Answer

  Date: 11/11/2023

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

• Initial Complaint

  Date:10/25/2023

  Type:Billing 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.

  Charged for two membership fees within 2 months of each other and I never requested nor authorized to pay for a membership. I simply ordered from the company. They did not get my permission to charge my card for membership fees. (they charged two ANNUAL memberships within two months of each other). I chatted with a representative (attached) and her responses was completely unhelpful. She provided computer generated "sorry, not sorry" responses. I wish to be refunded for BOTH membership fees and want nothing to do with this company in the future.

  Customer Answer

  Date: 11/01/2023

  I filed a complaint against Thrive Market about an hour ago. I was able to chat with a different agent and they helped me get a refund and have taken care of my complaint to my satisfaction.

  I would like to cancel my complaint against them but see no way to cancel it or even see it on your website.

• Initial Complaint

  Date:10/19/2023

  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.

  The last time I used Thrive Market was in 2017. I canceled my membership and havent ordered anything since. I have now suddenly in 2023 been charged twice for monthly fees. I have not been on their website or done anything to initiate these charges. I have also not received notification these charges were to occur, I just noticed them in my bank account.

  Business Response

  Date: 10/28/2023

  We have refunded this members account for both charges. We do apologize for any inconvenience. No further action is necessary. 

• Initial Complaint

  Date:10/10/2023

  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.

  I have attempted to have a delivery from Thrive Market (TM) 3 times now regarding a box of food that I purchased from an order totaling over $200. TM choses to contract with a shipping company called OnTract / Laser Ship, whom I've already submitted a claim about. The 1st time my box was marked as "delivered" by LaserShip and it did not show up, I contacted TM to let them know, and they sent out a replacement. However, when this second replacement box was not delivered, I contacted them *again* and at this point, I asked them to please not use Laser Ship, since this was the 3rd box of mine that had gone missing from this company in just one week (2 from TM., and 1 from another retailer). I contacted the customer service several times about my concerns, since it was very clear to me that this shipping company that they were contracting with was a scam that was not delivering my packages. ** had previously shipped a box with ****** which was delivered to me, and I asked them to please ship it with ***** or any other company besides LaserShip. The representatives told me that they weren't able to address my concerns about shipping provider, but would "escalate" my concerns to higher levels, from which I never heard back. Against my warnings, TM shipped out a *third* replacement box with Laser Ship. Of course, now this third replacement box from TM has gone missing, worsening an easily avoidable problem if my concerns were taken seriously from the beginning. I was told that it is standard process to automatically assign a shipping carrier. However, this process must change if neglects customers' negative shipping experiences, delays in receiving food, and repeats ongoing shipping mistakes three times in a row. Thrive Market, please listen to customer experiences when shipping issues repeat themselves, and please consider ditching LaserShip, which has an ongoing record of stealing or otherwise not delivering packages to your customers.

  Business Response

  Date: 10/28/2023

  We do apologize for any inconvenience. We have filed complaints with Lasership regarding this situation. We have refunded the portion that the member did not receive on 10/12/2023. Unfortunately, we are not able to choose which courier will deliver a members package, we are currently working on this process and recording and receiving feedback from our members to improve this experience.

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair 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 placed an order on 9/22/23 for 38 items for a total of $162.52. The order was split between 2 boxes. I received the shipment on 9/25 and I initially thought the boxes were small for what I had ordered, but nevertheless, opened them up. The one box had all its items that were said to be in that specific box in there. The 2nd and "larger" box was noticeably missing items as it seemed very light. So I double checked my order and I am missing 16 items for a total of $75.18. I contacted them right away and they said they would have to check the cameras in the distrubution center and they would get back to me in a day or 2. I never heard back, so I reached out a couple more times via the chat on their website and via text support to no avail. I was told that I would be updated soon. I reach out again this morning and they said they checked their cameras and that the items were packed and "thank you for your time and patience in this matter" I tried to reply back to their text but I got an automatic reply. There is absolutely no way 16 items could have even fit in the size box that was sent. So now I am out $75.18 with no product and no refund. I have attached a picture. The smaller box on the left has everything that was listed to be shipped in that box. The box on the right was the one that was supposed to have 16 more items in it. As you can see, there is no way 16 MORE items could have fit in that box. ( 3 pringles sized containers, a box about the size of poptarts, a box of breakfast bars, a 6 ct box of italitan ice, 2 pasta sauce jars, 1 bag of chicken rub, a box of cotton swabs, 3 cans of chicken breast, 1 box of chocolate chip bars, and 2 bags of noodles.) The boxes were both undamaged.

  Business Response

  Date: 10/28/2023

  We do apologize for any inconvenience. We have gone ahead and issued a refund for $75.18 back onto its original card. No further action is necessary.

  Customer Answer

  Date: 11/09/2023

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

• Initial Complaint

  Date:10/08/2023

  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 made purchase, it arrived with broken glass and sauce all over other contents. When I contacted thrive market, they require so much information I thought that it was a scam. They refused to refund the payment and/or the membership, which they said had a time period for membership refund if you were unhappy. They made it so difficult to get a refund that, I want nothing to do with them. Please stop this rip off

  Business Response

  Date: 10/28/2023

  This member reached out on 10/1/2023 stating "Product was broken, please give me my money back" did not disclose which product was damaged on an order that was made on 9/2/2023. We then replied back with asking which item along with some questions about the package to record and give to our warehouses for improvement and our records, it is our policy to respond with a questionnaire and to get specific information which was not given in the initial email we did not receive, so we are able to compensate accurately. We do have a 21 day policy from receiving the package, if there is anything wrong package to reach out and we will be able to help. We still have not received all the information to properly give a refund for the damaged items. They then reached out again on 10/1/2023 stating an order had been placed, which was autoship, we were able to cancel and the member received a refund for an October order. We cancelled the upcoming renewal and the member won't be charged for a renewal. The member is able to reach out to ***************************** with the specific items that were damaged in the Sept order and we will be able to issue a refund. 
  

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20682158
  
  I am rejecting this response because: Thrive market does not have anyone you can talk to they bury you in surveys, and give a lame we are trying to resolve your problem, but it isnt your problem not. Ours, since no human can be found, even the chat is IT. They had no intention of doing anything they lost all the pictures I sent, the correspondence specifically wanted me to delineate and document the damage. ***** filled tomato mystery substance that I was not going to examine, to keep from getting cut. I have already written this off, since the computer IT continued to send me letters after I left a cease and desist letter making it very clear I wanted to sever all ties, the computer then sent me a note that my next shipment would be charged and sent and I sent you the letter. Money ******* companies like thrive market have no ethics no morals and need to stop taking advantage of customers. I am a physician so I done need any monetary recompense, the whole30 diet is excellent, the way thrive market treated me was unconscionable. Please see that they are at least reprimanded thank you
  
  Sincerely, **************
  
  *******************

  Business Response

  Date: 11/29/2023

  We have gone ahead and refunded the member for the damaged item. We have also canceled the autoship program on this member account, so they will not receive any products and cancelled the upcoming renewal, so the account will automatically cancel on 9/20/2024. No further action is necessary. We have live agents available on chat, email, and phones. 

• Initial Complaint

  Date:10/08/2023

  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.

  I was charged in July for a yearly subscription of thrive market. I had previous been curious of the site, but never used it and they had my card on file. I went back to check it out but didnt authorize the charge or a yearly subscription for that matter. Ive been trying to get my money back since July and they running me in circles saying there was no account on file with my information. Finally I sent a screenshot of my bank/PayPal statement of the charge and they finally said oh yes we found it, well cancel the renewal. But they refuse to give me a refund because its past 30 days, however, that is because of them taking so long to figure it out.

  Business Response

  Date: 10/28/2023

  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 a yearly or monthly membership and are presented with the perks of both. In this case of this account, The member selected the ANNUAL membership option which does come with a 30-day risk-free trial. 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 account has been cancelled and refunded on 10/5/2023. No further action is necessary.