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:08/23/2023

  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.

  My order has been lost by their poor shipping company Lasership. An agent said if they didn't receive a response in 24 hours they would make it right. They haven't heard and refuse to refund me. They just keep stating they are waiting for response from their carrier.

  Business Response

  Date: 08/26/2023

  This member placed an order on 7/20/2023 and it was lost in transit from one of our couriers. The member reached out on 7/25/2023 asking where the package is and a refund was made on 7/26/2023 back to the original form of payment. 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.

  Thrive Market will not let you cancel a membership. I have tried online chat, email and calling. Each time they have the same response and give you a discount for the next auto-renew and a 15% off. I do not use this but the three years it continues to auto-renew even when Have requested it be cancelled. They also somehow got my new Credit Card info (just new year for expriation) that I did not update, that is how they were able to still charge me even when the card on file had expired!!

  Business Response

  Date: 08/26/2023

  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 members last yearly membership charge was on 1/19/2023, we did not receive a cancellation request until 7/18/2023. We have cancelled the upcoming renewal, no further action is necessary. 

• Initial Complaint

  Date:08/18/2023

  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.

  Since I was thinking of utilizing this company for our large practice I wanted to make certain that they had sufficient quantities of products available to order. In order to see the products available, you are required to select a membership (yearly or monthly ).with the assumption that it can be reviewed and canceled before processing the order (even includes the dont worry statement). Once I reviewed the products available I wanted to make certain that I wasnt going to be charged for the membership (since the actual membership would be placed under our corporate card) but there wasnt a place to remove or cancel the membership.it was charged immediately even if no items were ordered. I reached out to customer service chat and was told that the membership was non-refundable.even though there wasnt an actual checkout process or any notification that it was non-refundable. There was even a statement indicating something to the effect of dont worry.you will have the opportunity to review this before placing your order.When I asked the chat help to provide me with information showing that this was non-refundable, they could not. When I asked to speak with a supervisor, they stated that they do not have supervisors on the chat line. This company knows exactly what they are doing and they have sufficient legal supervision to know that they are skirting around fraudulent practices. Why do they keep getting away with this?? The sad part is that they have some great products at ok prices that would be convenient for business orders.but when you operate a business in this manner (repeatedly) it speaks volumes to the type of business ethics you possess. This is a great example of BUYER BEWARE!!! Know what type of business you are involved with.just because they may sell ethically sourced items does not mean that they are an ethically sound business.

  Business Response

  Date: 08/23/2023

  Thank you for sharing your thoughts with us. We apologize for any confusion caused by our membership fee.Thrive Market functions as a membership-based marketplace, granting members access to discounted prices, exclusive sales, complimentary gifts, and more! We sincerely hope you find your membership rewarding. To provide peace of mind, we offer annual members a 30-day risk-free trial period, allowing you to cancel and receive a full refund as needed. For any inquiries regarding your account, feel free to connect with our 24/7 online chat support.

• Initial Complaint

  Date:08/16/2023

  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.

  The company is coercive and employs manipulative schemes, making it excruciatingly difficult to cancel auto shipments, the membership, etc. This tryp of coercive manipulation and the fact there is no customer self serve capability to cancel....one can only chat with member services in an endless loop of time wasting offer language and frankly continuously send Cancel for an hour to get them to do it. There may be a wire fraud violation in there somewhere. Please investigate.

  Business Response

  Date: 08/23/2023

  Your feedback is highly appreciated, and we thank you for sharing it with us. We're sorry for the difficulties you experienced while attempting to cancel your account. Our autoship program unlocks an extra 5-10% off & is activated with your first order. That said, once you place your first order, you can turn the feature off at any time. Find the FAQs listed at the bottom of your Autoship page.While we hope you find value in your membership, you can cancel anytime by reaching out to our ****** Services team. Thank you for trying out Thrive Market! 

• Initial Complaint

  Date:08/10/2023

  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 my first purchase on the website, and both the product and the price were good. So, I decided to buy a one-year membership. When I was ready to make my second purchase, I found that the item I wanted was out of stock. I waited for about three weeks, constantly checking if it would be restocked. Unfortunately, the item I wanted was still out of stock. So, I contacted customer service to cancel my membership because I could no longer buy the item I wanted. However, the customer service representative refused to cancel my membership and instead offered me a 35% discount on next year's membership fee. After persisting and discussing with the customer service representative, I ended up paying only for the month I made my purchase. I think it is all done but moreover, they have set up automatic monthly renewal on my account, and they told me Monthly membership is nonrefundable and I need pay it even if I am not buying anything from them.Their customer service is lying, and their website has deceptive advertisements. They did not specify that monthly membership is non-refundable, and they do not have a link to cancel membership auto-renewal.

  Business Response

  Date: 08/12/2023

  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 2/15/2023 and placed their first order. They then reached out on 2/21/2023 within the 30 day risk free period due to a little selection of baby food, which we complied and cancelled and refunded on 2/21/2023. The member then came back on 5/18/2023 reactivated the membership and placed an order on this day. By reactivating the membership they were charged a yearly membership fee which we state at the checkout page that you will be charged if reactivating, the member then reached out on 6/9/2023 to cancel the membership due to an item being out of stock, the agent then responded with an offer of $39.95 refunding $20, which the member first accepted and then retracted and wanted to pay for a monthly membership, which we complied and refunded $47.95 for the may charge, only paying $12 for **** They were then charged for **** and the membership was cancelled on 7/19/2023. Because the membership was reactivated the refund for **** was ineligible. No further action is necessary. 

• Initial Complaint

  Date:08/09/2023

  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.

  They automatically signed me up for a membership without my consent when I purchased an item.

  Business Response

  Date: 08/12/2023

  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 30 day free trial was initiated on on 6/2/2023 when the member placed the first order, 30 days later on 7/9/2023 we tried to charge the yearly membership fee but was unable to. The account has been cancelled on 7/9/2023. No further action is necessary. 

• Initial Complaint

  Date:08/01/2023

  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.

  Cancelled service before ever even using. Went through hoops to cancel. Still charged for two months, still cant get a person. Finally got an email confirming cancellationagain, two months later!!

  Business Response

  Date: 08/12/2023

  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 $12.00. 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. 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 reached out via chat on 4/7/2023 from an email that is not registered on our site. The agent let them responded back letting them know they are not able to find the account under the email provided and asked for some information to find the account, the member did not respond in the chat and the agent emailed, we did not receive a response so the monthly membership was still being charged. We found the correct email with the active account from the phone number given in this BBB. The account has been cancelled on 8/12/2023 and the member will not be charged. No further action is necessary. 

• Initial Complaint

  Date:08/01/2023

  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.

  I turned off auto renew of my membership years ago for Thrive Market.Yet, I have been charged twice since:June 30, 2022 July 1, 2023 When I reached out they claimed that by placing an order, I had deactivated my membership and therefore auto renewal. But on their website my account shows that the last order placed was Nov. 27, 2021, which was prior to both auto renew dates.And, they do not make it clear on their website that placing an order causes your membership to reactivate and therefore be on infinite auto renew.If I still had any membership left, it should have kicked in when the order was placed.If not, then I should have been given an option to select auto renew or not.Also only through we chat do they allow you to cancel a membership.I thought by deselecting auto renew on my account I would not be charged.When I reached out today to cancel, the agent didnt even cancel my account but said Im sorry youre thinking about canceling,Thrive clearly has done very scammy practices.Im seeking a refund if ***** from both years of charges.120 in total

  Business Response

  Date: 08/12/2023

  This member first started the membership 1/2/2026, by placing their first order, at that time they were given a 30 day trial and the were charged an annual membership fee on 2/2/2016. The member placed orders through 2017 and 2/2/2017 to cancel the account, we complied and cancelled and refunded the account on 2/5/2017. The member then reached back out on 6/1/2021 having difficulty signing in also asking if the membership went through. The account was reactivated on 6/5/2021 when the member placed 2 orders, it does state at the checkout page, you will be charged a membership fee upon reactivation. The member was charged on 6/6/2021. The member placed 4 orders from June thru November 2021, 11/10/2021 was the last order placed on this membership, the member was not charged after 6/6/2021. According to our records, we do not have a cancellation request after the 6/6/2021 charge and we were not able to capture a charge after this date, the member has not been charged since 2021. On 7/52023 we received a chat from the member stating that she thought she cancelled last year but we have no record of a cancellation request. The account was cancelled on 6/6/2023 and this member has not been charged since 6/6/2021. No further action is necessary. 

• Initial Complaint

  Date:08/01/2023

  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.

  On 7/5/2023 I contacted Thrive Market via their Chat system to cancel my membership. One-and-one-half hours later, I'm still waiting to be connected to a customer service rep to complete the transaction. I have no other options to cancel the membership except by contacting the company (no way to cancel on their website). I have also contacted them through ******** Messenger attempting to cancel the membership and still no response.

  Business Response

  Date: 08/12/2023

  You are able to cancel your account through chat, email, or phone, as it states on our website. On 7/5/2023 there was a wait for chat due to the high volume of the holiday weekend for july 4th. It looks like this member contacted us via email on 7/5/2023 at 9:18, then we received a call at 9:30 from the member and was not able to answer due to connection errors. An agent called the number back at 9:31 and left a message, we then received a call from the member at 9:40 on 7/5/2023 and the agent cancelled the account. This membership was cancelled on 7/5/2023, no further action is necessary. 

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20275929
  
  I am rejecting this response because: Although the company provides three direct contact methods for cancelling an account, each one enables said company the opportunity to pressure the member with additional offers to stay. When I want to cancel a membership, I want to do so without sales pressure to stay with the company.  Additionally, "high volume" due to a holiday weekend is absurd. If there was an option to directly cancel membership in the account, there would be no need to wait on an email reply or a phone call or the chat. EVERY other company I do business with online provides an option to cancel membership within my account. ********************** needs to add this function to member accounts.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/29/2023

  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.

  They need to explain (without lying) how to cancel or modify autoship. This is ridiculous. Their chat bot intentionaly misdirects when I ask how to cancel autoship. It is a lie. I don't even see an autoship tab at the bottom of the app, but the chat says to click it and has a picture that is not on my app. There is no update for the app. So this must simply be fraud. Compare the two screenshots attached. The chat says to click on an icon that is not there. I have surfed this site and the net for how to cancel or modify the autoship, to no avail. This is a craming app, designed to get you on autoship and you can never get off. If they don't contact me, I'll take legal action. I am an attorney.

  Business Response

  Date: 08/05/2023

  This member was chatting with our automated bot Olive and was signed in the app with a different email that has not started a membership, so they were not able to see what the steps that the bot provided when asking for assistance to remove autoship. We have reached out on 6/23/2023 via email and let the member know this information. The autoship has been cancelled on 8/5/2023.