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:09/12/2023

  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 placed an online order with Thrive Market. The box arrived severely damaged and opened. The food was warm and the ice melted causing everything to be wet. The food is not safe to eat. While disposing of the contents, I realized that it was missing half of the order. I attempted to contact Thrive by phone, but was hung up on. I attempted to contact them by chat by ******* who would only provide the name as "Dar," was rude and unresponsive. They said they were attempting to process multiple refunds at the same time and were unable to assist me properly.

  Business Response

  Date: 09/15/2023

  We are terribly sorry to hear about the recent experience you had with your order. This is never the experience we hope our members to have. We would still like an opportunity to take a look into this and resolve this for you swiftly. If you need any assistance with your order, don't hesitate to contact us through our 24/7 online chat and our member service team would be happy to make this right! 

• Initial Complaint

  Date:09/11/2023

  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.

  Thrive Market has been charging my credit card for many years now for a membership that I never signed up for. I only shopped once on their site before they created this membership program. Again I never signed up for their membership program. I'm also completely unable to remove my credit card from their account profile on their site.

  Business Response

  Date: 09/11/2023

  We appreciate your feedback, regarding our membership. Thrive Market operates on a membership basis. The membership grants you access to discounted prices, exclusive sales, free gifts, and additional benefits.We offer a 30-day risk-free window for new annual members in which you can request a refund if you are not happy with the service, and monthly members and renewal members can cancel their upcoming renewal at any time. If you need any assistance with your account, don't hesitate to contact us through our 24/7 online chat.

• Initial Complaint

  Date:09/11/2023

  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.

  ***** was charged for a membership fee I did not sign up for. Chatting with them online gets you nowhere and you can not talk to a live person on the phone. This is sneaky and fraudulent and criminal. They will not reverse a fee that I did not sign up for and I only bought one thing from them about a year ago. No other purchases. What a joke. There was no advance notification they would charge me. I want thrive market to be honest and refund this but they will not because they had my credit card on file.

  Business Response

  Date: 09/11/2023

  We are grateful for your feedback and apologize for the trouble you faced when trying to cancel your account. We offer a ****** risk-free window for new annual members in which you can request a refund if you are not happy with the service, and monthly members and renewal members can cancel their upcoming renewal at any time. While we hope you continue to enjoy the perks of your membership, you are able to cancel with the assistance of our ****** Services team. Your support means the world to us, and we thank you for giving us a chance!

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20526283
  
  I am rejecting this response because:
   Misleading fine print from a year ago.
  Company is not reasonable. I did not buy anything for a year and only bought once from thrive a year ago. Company is lacking common sense and only has inflexible canned answers.
  Sincerely,
  
  *************

  Business Response

  Date: 10/07/2023

  We are grateful for your feedback and apologize for the trouble you faced when trying to cancel your account. We offer a ****** risk-free window for new annual members in which you can request a refund if you are not happy with the service, and monthly members and renewal members can cancel their upcoming renewal at any time. While we hope you continue to enjoy the perks of your membership, you are able to cancel with the assistance of our ****** Services team. Your support means the world to us, and we thank you for giving us a chance! We have gone ahead and cancelled the account on 8/26/2023. No further action is necessary. 
  
  

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20526283
  
  I am rejecting this response because:
  Thrive market does not address a sneaky annual membership fee even though nothing was bought for a year. Canned answers are insulting,

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

• Initial Complaint

  Date:09/11/2023

  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.

  The transaction and subsequent conversations and inquiries occurred on 8/26/23 for the amount of $59.95. I renewed my previous membership based SOLELY on the ad offering "$90 worth of free groceries", which proved to not only be misleading, but false as well. There was one "gift" valued at $60 including books which are in NO way groceries. The next closest gift value was $24.90. While I understand this may be in the shades of grey for legality and corporate marketing, it is extremely disheartening to see a company that claims to care so much about people resort to stunts like this to get members/customers. Upon discovering this, I attempted to cancel my membership and receive a refund through the website's chat feature. I spoke with ************ and the horrendous experience continued. I received copy and pasted responses that were not helpful, nor addressed my issue or concern. The line "Wed love a chance to make things right" on their website is also false as there was no attempt to address my concern or "make things right." This has been a horrible experience without any customer service or concern and tragically demonstrates that this company's real and only concern is money, not people or sustainability like they claim. This has put a severely bad taste in my mouth and I will never again be able to be a customer of a company that provides such "service" and uses such tactics.

  Business Response

  Date: 09/11/2023

  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!

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20526207
  
  I am rejecting this response because: it fails to address the complaint, much less offer any solution to the issue. This is once again, another copy-and-pasted response that I have already dealt with throughout my process of trying to cancel membership and be refunded after faulty/misleading ads. I continue to request a refund for the total amount charged.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/30/2023

  This member reactivated the account and placed an order after the membership fee. The account is not eligible for a refund because there was an order placed and it was reactivated. No further action is necessary. 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20526207
  
  I am rejecting this response because:
  

  I would have gladly canceled the order if I had been made aware that was an option/the only way to get my money refunded. I was severely misled by your advertisements and offers as mentioned in the original complaint. Nothing I received was worth the membership fee. My frustration and complaint lies within not only the predatory and misleading marketing, but also the complete lack of customer service to address the issue. When I spoke with an agent, they didn't even seem to register the issue and simply regurgitated standard copy-and-paste responses, thus not allowing me to know about, much less engage in the solution you mention now WAY after the fact. It is a HORRIBLE way to do business.

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

• Initial Complaint

  Date:08/25/2023

  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 placed an order on thrivemarket.com on Aug 16 2023, for around $63 in groceries. In exchange for my money, Thrive Market committed to providing me with a box of frozen goods. It was delivered today, August 18 2023. The goods were delivered intact. The box was intact.The box was left downstairs in the mail room, under the mailboxes.I live in an apartment building. I am disabled. I have difficulty with leaving my unit, and with carrying large heavy items. I have ordered from Thrive Market before. This happens nearly every time.I left instructions with Thrive Market's member services to have my deliveries left in the hallway outside my unit. And still, the delivery was left downstairs, in the mailroom.I'm agoraphobic. I'm tiny, and have next to no physical strength. I have a great deal of difficulty with the tasks of: A) moving a box that weighs half as much as I do, from under the mail cabinets to my grocery cart - and my cart doesn't fit the box, so I have to balance it on top;B) pushing that heavy, bulky box all the way to my unit; C) getting the box out of the cart and onto my floor.I even managed to strain my arms and legs, and hurt my back, doing this today.I would like to have my items delivered all the rest of the way to my unit, so I don't need to hurt myself to get groceries. I have already left instructions to that effect with Thrive Market. I'd like to have my instructions followed, please.

  Business Response

  Date: 08/26/2023

  We have reached out to the courier for the address. We will need to wait for a response. 

• Initial Complaint

  Date:08/25/2023

  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 paid $59.95 for a membership to Thrive Market after ordering in November 2022.Now that it is summer I cannot use my membership because the items I want to order are automatically removed from my cart because it is "Too hot to ship to my area."I asked for a refund and I was told I cannot get a refund but I can check back every day to see if it is cool enough to ship yet. I asked for an ice pack and I was told they cannot ship the items to my zip code while the weather is warm. I asked for a membership refund because it is always warm half the year and there was no indication when I signed up that the membership would be useless half the year.I was offered free shipping instead of a refund - free shipping for what? Items I cannot order. I want a full refund of the membership because it is false advertisement to sell an annual membership where you will refuse service half the year. If they had told me I could only order between October and March I wouldn't have signed up.

  Business Response

  Date: 08/26/2023

  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. The member started a membership on 11/16/2022 and was charged on 12/17/2022. We didnt receive a cancellation request from the cardholder until 8/9/2023, which we have cancelled the upcoming renewal and will not be charged after 12/16/2023. Because we did not receive a cancellation request after the charge in 2022 the member is not eligible for refund. No further action is necessary. 

• Initial Complaint

  Date:08/25/2023

  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'd like to know if I can get a refund from Thrive Market from last year. I used their service once and they're the kind of shady company that doesn't let you cancel unless you talk to someone. I missed the email last year that they were going to charge me, but luckily caught it this year. Despite clearly laying out my desire to get a refund, they kept repeatedly offering me discounts. The chat rep I spoke to also did not willingly answer my question of "Was I charged in 2022?" Is there anything I can do about the $59.95 charge form last year or am I just at a loss?

  Business Response

  Date: 08/26/2023

  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 and refunded on 8/11/2023 for the 2023 charge. The 2022 charge is non refundable according to our terms of service. No further action is necessary. 

• Initial Complaint

  Date:08/25/2023

  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 signed up to re-activate my account. During this process, my information auto-populated and welcomed me as reactivation. On the same page, it stated you can try us risk-free and cancel within 30 days for a full refund. So I signed up. I checked the site and noticed that the prices are higher than my local markets. Within the hour (within the hour!), I wrote to cancel. I was told I cannot get the 30-day refund because I am a reactivated customer. I have a screenshot of the advertised 30 day risk-free notice. There is no mention of it only being for new customers. There is no asterisk leading me to additional information. There is no fine print. Just the offer of 30 days risk-free. I contacted them within the hour. This is fraud. This is not right. I would like my refund. I am most definitely within the 30 days. I have the screen shot. The company purports to help people. They take advantage of people. This is not ok.

  Business Response

  Date: 08/26/2023

  This member reactivated the account and placed an order after the membership fee. The account is not eligible for a refund because there was an order placed and it was reactivated. No further action is necessary. 

• Initial Complaint

  Date:08/23/2023

  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.

  This company won't let you shop without paying a $60 membership fee, makes a lot of promises about being the cheapest around for their products, then when you shop and discover this isn't true, refuses to refund the membership fee.

  Business Response

  Date: 08/26/2023

  The charge is a membership fee, which at the time the member signed up for was charged 30 days after the first purchase on the site.. 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."This member has been with Thrive Market since 2016, the account was cancelled and reactivated 5 times previously, the last yearly charge was on 7/19/2023 and the member placed an order on  7/27/2023 utilizing the membership. No further action is necessary. 

• Initial Complaint

  Date:08/23/2023

  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.

  July 27, ********************************************************************************************************they do not so I requested a termination of my membership and refund of `12..they say they do not refund this money and that it was stated when you signed up...I do not see that info on sign up page. They did state that longer memberships could be cancelled and refunded but not specifically that no refund for one month. I thought all agreements had a 48 hr grace ****** where you could change your mind...am I wrong about this? Any way they are refusing to refund. So basically they charge you to look at their catalog...what a ripoff.

  Business Response

  Date: 08/26/2023

  The charge is a membership fee, which at the time the member signed up for was charged 30 days after the first purchase on the site.. 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." This account was cancelled and reactivated for yearly membership 3 times previously, 7/15/2015, 2/6/2022, and 4/5/2023 which this was refunded. The account was recently reactivated on 7/27/2023 for a monthly membership,which is non refundable as it states on our website and terms of service. The upcoming renewal was cancelled and they will not be charged after 8/26/2023. No further action is necessary.