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:10/05/2023

  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.

  On 08/01/2023 I subscribed to Thrive Market. First, I was led to believe the yearly membership was approx $60 and I would receive $60 of free groceries on my first order, so I thought it was risk free to try. In actuality, it was up to $60 off groceries in my first 3 orders by receiving a % off each item. I contacted them to cancel my membership after my first order since there weren't many products I used and they were more expensive than local stores. I was not told at the time I was eligible for a full refund since I was within my first 30 days. Instead, I was lead to believe I was stuck in the membership for the year and they offered coupons to make up for it, so I accepted. I later noticed they did not turned off my auto renewal, so I contacted them, again. At that time I was told I wasn't eligible for a full refund because I was past my first 30 days, this was the first time I had heard of this. Then the associate proceeded to sell to me to keep me on auto renewal. They offered coupons and free shipping, just as the first time. I repeated I wanted it canceled. They then offered me 3 different auto renewal prices instead of fulfilling my request to stop selling and cancel my membership. The amounts they offered ranged between $29.95 for renewal down to $9.95 for a yearly renewal. I declined and AGAIN asked for them to cancel my membership. Finally they said they would do so. At that time I asked them to refund the difference of my membership and the $9.95 renewal offer. I was accepting the responsibility for using the membership and just asking for the difference between the $60 I paid and their lowest membership offer since they use deceptive tactics to keep people subscribed and try to wear you down instead of fulfilling cancelation request by continually selling to you and offering coupons. All the while, not telling you accepting the coupons will leave you on auto renewal.

  Business Response

  Date: 10/07/2023

  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. The member did reach out on 8/26/2023 and was offered a credit of $20 to keep the membership and accepted. The credit was then used on an order placed on 9/1/2023. The member then reached out on 9/25/2023 and requested to cancel because there was there were 2 orders placed after the charge, the membership fee is non refundable. We have cancelled the upcoming renewal and autoship. No further action is necessary. 

• Initial Complaint

  Date:10/05/2023

  Type:Customer Service 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 closed my thrive market account and they are still sending me packages. Even though I have an ordered anything and charging my credit card. I am unable to get customer service on the phone. Every time I call, I get a message saying that there's a higher than usual call volume or that the business office is closed which is not true. I am calling during business hours. I've been doing this several times a day for the past 2 weeks. They have not responded to my emails. I am very frustrated and angry.

  Business Response

  Date: 10/07/2023

  Thrive Market offers an Autoship program to provide ease and convenience to members who would like to receive their everyday items on a 4, 8, or 12 week cycle. The autoship is based on the first order that is placed and, if so desired, can be canceled immediately following the first order. The member activated autoship in 2021. The member reached out on 9/20/2023 via chat and we were able to cancel the upcoming renewal and autoship. No further action is necessary.

• Initial Complaint

  Date:10/05/2023

  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.

  Ordered on 9/18/23. Thrive indicated it would ship within 24 hours. It was still processing on 9/19/23 and I had found the items I needed locally anyway.Thrive indicated the order could be cancelled as long as it hadn't shipped. I chatted with customer service and they said they would cancel it, and e-mail me.On 9/20/23 it still showed as processing and I had not heard back from customer service.I opened a new customer service chat and this rep indicated that they couldn't cancel it until after it had shipped. The site says you can only cancel it before it has shipped.I just want my order cancelled and my money back. It still shows as processing, as not shipped. Please refund me.

  Business Response

  Date: 10/07/2023

  We do apologize there was a delay at our frozen warehouse which caused the order to be processed and sent out on 9/25/2023. We were not able to cancel the order until it had a tracking and the member still able to receive the order. We have refunded the order and cancelled and refunded the account as requested. No further action is necessary. 

  Customer Answer

  Date: 10/09/2023

   
  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:09/26/2023

  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.

  Thrive Market charged my credit card a membership fee on 2 occasions. I asked them to remove it and they refused to. I have no idea how they got my credit card info.

  Business Response

  Date: 09/28/2023

  Thank you for your feedback. We regret that you encountered difficulties while trying to cancel your ****************************** operates as a membership-based marketplace, providing members with access to discounted prices, exclusive sales, complimentary gifts, and more! For annual members, we offer a 30-day risk-free trial period, allowing you to cancel and receive a full refund at any point within the 30 day period.While we genuinely hope you find our membership valuable, you always have the option to cancel your account through our ****** Services team. We appreciate you giving us a try!

• Initial Complaint

  Date:09/26/2023

  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.

  Thought about using this service. But red flags for me when they wanted my credit card info before showing me a single product. The claimed in their ads to share many of my goals in buying food/products, but seemed to rely on my gullibility before bothering to show what they had. Lucky for me I went to the BBB, where I found from other users that my suspicions were well-founded. Good luck to anyone who buys their line.

  Business Response

  Date: 09/30/2023

  As a membership based company, a yearly or monthly membership fee is required.You are able to choose which fee you would like before entering our website. 

• Initial Complaint

  Date:09/26/2023

  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.

  My PayPal account was charged for a membership on 9/11/2023 and 9/15/2023 without my authorization.I have not visited their website or placed an order.When I chat with the business online, they ignore my complaint and continue to try and sell me a membership.

  Business Response

  Date: 09/30/2023

  This individual's PAYPAL and account information was compromised and used on their active account, according to the customer's ******************** complaint and the chat they had with us. We have since then canceled and refunded the transactions and flagged the account in our system. We have gone ahead and cancelled the members account.

  Customer Answer

  Date: 10/06/2023

   
  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:09/26/2023

  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.

  Thrive has decided to start charging for membership renewal and never communicated that to me and I'm assuming many others. They were running a promotion for thrive gives for free membership and they decided to change the policy last year and now they are requiring everyone to reapply each year for the free membership. What the issue is that they never told me that I needed to reapply because I've been a thrive gives membership for years and never been charged ever. They should have sent out a notification to all the people affected by this change before the change and not just charge people without them being made aware of the companys policy change in advance. They have given out 2.8 million memberships according to the website so this phishing practice is quite profitable for the company if those affected in that total are many.

  Business Response

  Date: 09/30/2023

  It looks like this member has successfully applied to the Thrive Gives program for 2023. 

• Initial Complaint

  Date:09/26/2023

  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 stated in the initial review you could review the final purchase and see the items before making purchase. It charged anyway. I contacted for refund and they refused even though I did not get to use any of the products because it isnt within my children's dietary needs. They refused to refund my membership fee

  Business Response

  Date: 09/30/2023

  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 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." No further action can be taken on this account.

• Initial Complaint

  Date:09/26/2023

  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 never signed up for this subscription; I never even heard of this company. I tried calling but they direct you to their online chat, and their online chat makes it impossible to actually connect with anyone to address your issue. They charged my bank account on 8/31/22 and 9/01/23. I disputed the recent charge with my bank, but they cant go back and reverse last years charge. Id like a refund from this company, and they should be reviewed for fraudulent business practices.

  Business Response

  Date: 09/30/2023

  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 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."

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20592552
  
  I am rejecting this response because:  I never signed up for a subscription/membership with this business; I never even heard of this business and am not familiar with their products or services. This is a fraudulent charge and I am demanding a refund.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/28/2023

  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:09/12/2023

  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 I purchased the risk free membership. I was browsing on the website you cannot browsing website without purchasing the membership which seems like a scam. Turns out it is. I was looking around found out theres nothing for me on here so I started to message employee who I said, I would like to cancel my membership. He insisted on giving me coupons and money off, trying to buy me back, and I said no I Would like to cancel my membership. He tried to offer me money off my membership. I said no I will just like to get my membership cancel he said OK. Let me see what I can do for you. Thats still not canceling membership, ***** was like whatever Ill take it and then Ill cancel it after I guess he said yeah no problem just you still have the risk free membership so you might as well you know places as many orders in the 30 days and then cancel it so I took the $20 off that he gave me because I was like whatever which literally the grossest food Ive ever tasted in my life. I literally puked when I tasted two of the things the other I havent even tried it I bought a .7 ounce of Matcha for nine dollars and it taste like water Spent $60 for four items says I save $70 thats crazy that wouldve been $130 for four things so thats actually crazy. I actually wouldnt youre told things are risk free. I actually thought it was risk free so Im actually flabbergasted how much money I spent for risk free and how all of a sudden I dont get my money back no, thats not risk free and that is a scam and I need everyone to know and theres no way to let people know but I will I will.

  Business Response

  Date: 09/15/2023

  Thanks for your feedback, it is greatly appreciated. We regret that you encountered difficulties while trying to cancel your account. ********************** operates as a membership-based marketplace, providing members with access to discounted prices, exclusive sales, complimentary gifts, and more! For annual members, we offer a 30-day risk-free trial period, allowing you to cancel and receive a full refund at any point. During the cancellation process, we do gather feedback to further improve. It was never our intention to make this process difficult or inundate our members and for this, we do apologize. While we genuinely hope you find our membership valuable, you always have the option to cancel your account through our ****** Services team. We appreciate you giving us a try!