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:07/29/2023

  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 didn't authorize a charge made for membership and need a refund. I'm unable to contact a human and Thrive won't cancel my membership or offer me a refund. When I try to cancel through their online system I receive "welcome back" emails. I need a refund and the membership cancelled. The website says you can cancel with a full refund within 30 days but there is no way to cancel

  Business Response

  Date: 08/05/2023

  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 $9.95. 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." It looks like the membership was cancelled and refunded on 6/20/2023. No further action is necessary. 

• Initial Complaint

  Date:07/29/2023

  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 joined Thrive Market June 12. Their site did not work for me as I could not sort by my dietary specification. I went on chat to cancel and get a refund under their guarantee. Although I explained my issue, the customer service agent kept trying to make me offers to stay and refused to cancel and refund as the company promises.

  Business Response

  Date: 08/05/2023

  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 $9.95. 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." It looks like the member reached out on 5/18/2020 to request to cancel the membership and we cancelled and refunded, then the account was reactivated on 6/12/2023 and was charged the membership fee of $59.95. The account has been cancelled and refunded on 6/20/2023 no further action is necessary. 

• Initial Complaint

  Date:07/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on thrivemarket.com on May 2, 2023 for three packages of chocolate covered dates in the amount of $29.79. At the time it seemed like there might be a membership option. I thought I had opted out. On **** 3rd **************** notified me of a suspicious auto charge from Thrive Market for $65.27. I looked into the matter with Thrive. It seems to place an order one is automatically signed up for a membership fee unless one unsubscribes within 30 days. It would have been impossible to unsubscribe from a membership I had no knowledge of enrolling in. This behavior is unethical at best and fraudulent at worst. No wonder AmEx alerted me to it. I exchanged emails with Thrive customer service asking them to cancel. They canceled my auto renewal for **** of ****, a year from now, saying,"If you are charged, we can issue a full refund for you as long as there haven't been any orders placed after the membership charge and you contact us within 30 days of the charge." Meaning they intend to hold on to my credit card info. I want them to refund the $65.27 and scrape my credit card data from the site immediately. Given the long list of complaints filed through BBB, many others have fallen prey to their scheme.

  Business Response

  Date: 07/15/2023

  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. We received an email on 6/6/2023 requesting to cancel the membership. No offers were made and the upcoming renewal was cancelled. We have canceled this member's account and the member was not charged for the membership. No further action is necessary.

  Customer Answer

  Date: 07/17/2023

   
  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:06/27/2023

  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've "chatted" with two different representatives to cancel my subscription, was told my membership was cancelled, was sent an email confirming cancellation, and I was STILL charged for a membership. This company makes is impossible to cancel without a hassle, and for me this is shady. I shouldn't have to waste hours of my time, chatting with bots, and calling to cancel my membership, and then also, calling my bank, just to get out of a membership. Won't ever buy from them or recommend them.

  Business Response

  Date: 07/01/2023

  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 $9.95. 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." It looks like the member reached out on 4/20/2023 to request to cancel the membership and accepted an offer, then reached out on 5/1/2023 and request to cancel the membership, the agent did not cancel the membership and the member was charged on 5/25/2023, the member reached back out on 5/27/2023 and the it was cancelled and refunded. No further action is necessary. 

• Initial Complaint

  Date:06/08/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a subscription to the company and wanted to order items as I wished, with no auto ship. I put my auto ship on permanent pause after my first order (they do not let you cancel it completely). I was going out of the country and made sure again there was no auto ship. On May 17 I see a charge on my credit card for Thrive. I look on my account and they had processed an auto ship. I contacted the company via their messaging system and communicated with someone who assured me it was not shipped and she would cancel and refund me. The next day I still see it on my account and contacted again via messaging, that person says it had not been done. They would contact the carrier and refund my money. We are now on the third day and I receive notification the box is being shipped to me. Their customer service just assumes if they do nothing and items appear at your house you will keep them. The customer service teams lie and scam to keep your money.

  Business Response

  Date: 06/17/2023

  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. Deleting items from the next schedule will not delete the autoship program entirely and additional products could be added by selecting "Add to Autoship" from the product page or at checkout. Upon reviewing the account some items were still left on autoship and not cancelled. The member reached out on 5/17/2023 via chat but left before we were able to help. The member then reached out on 5/18/2023 and we advised that we reached out the courier to cancel the delivery and once there was confirmation of cancellation with courier, we then reached back out on 5/19/2023, and refunded the autoship order. No further action is necessary. 

  Customer Answer

  Date: 06/28/2023

   
  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. I also find their response rude and incorrect - that is not what happened. However, they refunded the money eventually so I'm not going to reject it. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/07/2023

  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 me yearly for a membership that I haven't used in 5 years. I didn't realize I was being charged as I had logged into my account and turned off payment info a long time ago. I just noticed a charge in my Paypal for $59.95 and apparently there is an account created with an email address I used to contact them in the past - and that's where they have been applying the memberships - and why when I removed payment, I still got charged without ever realizing it. Apparently if you don't spend your $60 in orders, you get thrive credit... jokes on me though b/c it expires in 30 days. So they have taken $299.75 from me since 2019 - and I got absolutely nothing out of it - zero orders made. Today I got $59.95 refunded for the charge on 5/18/23 but they refuse to do anything else for me for all the previous years = $239.80.I tried to go into this account by using the email address they stated was used and selecting forgot password. It says an email would be sent and it has not (not in spam). So even if I had wanted to use my account, I cant even access it.

  Business Response

  Date: 06/17/2023

  We do charge 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.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 created 2 accounts with us, one in 2015 and one in 2018. The one in ************************************************************** 2016 and 2017, this account was cancelled today 6/17/2023. The account opened in 2018 has 3 orders placed and was charged from 2018-2023. The member reached out on 5/22/203 requesting to cancel the account made in 2018 and we complied and refund cancelled and refunded the charge for 2023. As it states in our terms of service, 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 is necessary. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20090625
  
  I am rejecting this response because: I did not set up a second account - the email referred to is an old one that I would have used to contact them when I had a question... and even if I had, this is predatory behavior. I spent a long time reading through all of the other complaints on this page, as well as others, and it's crazy that a business can allowed to get away with this. Thrive Market literally has been taking my money and not giving me anything for it ... they didn't sell me anything, they stole from me - and from what it seems, from MANY others too. If it wasn't predatory practice, the proof in the account (that I have no access to) that I never purchased anything - so why not give me my money back since no transactions happened? No, they do this on purpose to steal from customers. There should be a system in place that flags an account at renewal if it hasn't been used in that year and definitely communication stating the account is due to auto-renew - like every other company that offers a subscription. I had no idea this was going on and I feel extremely taken advantage of.

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

  Business Response

  Date: 07/08/2023

  According to our terms or service, 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. Both of the accounts are cancelled, the one created in 2015, was cancelled on 6/17/2023, this account is not eligible for a refund because an order was placed after the membership charge. The one created in 2018, we have canceled and refunded that account on 5/22/2023 and according to the terms of service this membership is not eligible for membership fees charged before the initial request to  cancel. No further action is necessary.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20090625
  
  I am rejecting this response because: I did not receive any goods or services in exchange for 3 years of membership fees. I did not get any warnings I was going to be charged for a renewal, nor anything stating I was being charged for a renewal. An second account was created under an email address I don't use. My money was stolen from me in predatory behavior.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/31/2023

  Type:Customer Service 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.

  Attempted to cancel my membership before the trial expired and I was charged. The customer service rep named ********* repeatedly attempted to "sell" me on their service and I had to repeatedly ask her to cancel my membership to which she got an attitude and continued to waste my time.Do business anywhere else these people dropped the ball when it comes to customer service.

  Business Response

  Date: 06/10/2023

  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. We received a chat on 5/10/2023 requesting to cancel the membership. We proceeded with alternative offers for the member to stay on board and the member declined. We have canceled this member's account and the member was not charged for the membership. No further action is necessary. 

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20041450
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/05/2023

  This is simply bad practice.  Yes they cancelled the trial but only after multiple requests to do so. 

• Initial Complaint

  Date:05/25/2023

  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.

  Thrive Membership. I have requested the cancellation of a Thrive Membership since 2021. Each year, Thrive auto-renews my membership. I requested in 2021 and 2022 for cancellation. In May 2023, Thrive auto-renew my membership. I called Thrives customer service agent who confirmed with an email that Thrive would refund my $59.95 for the 2023 membership fee but in ****, Thrive would again auto-renew my membership. I explained that I have never used or intended to use Thrive and that I want the auto-renewing to stop in 2023. Thrive email me and stated it will reoccur again next May ****. How can it stop especially after I have requested three years in a row to stop their auto-renewing of membership that is never used? Also, between 2021-2023, $180 for a membership that I never use or Thrive refuses to cancel. Please assist me with ensuring I do receive the promised refund and finally stop the unwanted auto-renewal. Siphamandla (Thrive Market)May 6, 2023, 11:57 PDT Hi ******,We are so glad you decided to stay on board!I've refunded the $59.95 you were already charged for the year, courtesy of the Thrive Gives program. REMINDER: At the end of your free 1 year period, your membership autorenews as a paid membership. You can reapply for another free year via the Thrive Gives application or cancel your membership. You will receive at least one email reminder prior to the expiration date. If you do not reapply or cancel before your expiration date, you will be charged the then-current annual membership to your payment method on file. Your membership will auto renew each anniversary until you cancel.

  Business Response

  Date: 05/27/2023

  The charge is a membership fee, 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." Our contact information is readily available on the site as well as online. We do not have any previous correspondences to cancel the membership for  2021 and 2022. The first correspondence was on 5/6/2023 via email and phone. We have refunded the membership for 2023 of $59.95 and the membership is free and remains active until 5/2/2024. We have also cancelled the upcoming renewal, so it will automatically cancel on 5/2/2024 and will not be charged. No further action is necessary. 

• Initial Complaint

  Date:05/23/2023

  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.

  **** Buyer Beware ****1. You have to create an account just to see products. This binds you to a terms of service THAT YOU SHOULD READ first. 2. You are not able to cancel your membership through your account settings. This has to be done via chat or via phone.3. When you try to cancel - THEY LIE. The will extend your membership and not cancel it. I have screenshots of chats that confirm the representative was going to cancel only to login later and find it's just extended.4. You have no ability to delete your account. I'm still trying to figure out how to do this. Once again, the representative lied, said they'd email instructions. Never received (yes, I check all my folders including spam/junk). In summary - this is a horrible business whose practices are unethical at best. Also, they do not have a lot of products, and the ones they do have I can find locally and not require a subscription and waste time, money, and wasteful packaging. I'm still trying to resolve canceling and deleting info. DO NOT SIGN UP AND DO NOT BECOME A MEMBER.

  Business Response

  Date: 05/27/2023

  We do charge 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." This member has 2 accounts open with us, which states in our terms of service, you are only allowed one account per household. They first created a yearly membership on 5/2/2020 on one account and a monthly membership on 4/16/2023. Placing orders on both accounts. This member reached out on 5/3/2023 via email, one to cancel the monthly account ********************** we did and sent an email to remove the information on the account. The other email we received on 5/3/2023 was for the yearly membership, and since they have 2 accounts our policy is to keep one open, which would be the yearly membership. We cancelled the upcoming renewal on the yearly membership and the account will not be charged after 10/8/2023.In this same email, we included an email for a survey to remove the information. No further action is necessary. 

• Initial Complaint

  Date:05/23/2023

  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.

  I noticed a "reoccurring" charge had posted in my checking account on April 28, 2023 for $59.95 from Thrive Market. Seeing as how I do not subscribe to this service, I contacted the company through chat on their website. The customer service representative confirmed that I do not have a membership but could not explain why I was charged. She took my information including portions of the card number that was charged and forwarded the issue along within the company. I have not heard back from Thrive Market nor was a refund issued. Why this company ever had my card information is very concerning to me and the lack of trust instilled in the way they are handling (or not handling) the issue should concern others! I have since put a block on my card and requested a new one from my bank. This is extremely inconvenient because now I have to wait for a new card AND wait for Thrive Market to address their wrong doing.

  Business Response

  Date: 05/27/2023

  As the user explained, we are unable to locate an account with the information they have provided (first 6 and last 4 of card number, the date of charge, and amount). Based on the amount of the charge, it sounds as though they have been charged our membership fee as we are a membership based retailer. If this user would like us to review their eligibility for a refund, they will need to provide the correct account email, or provide details associated with the charge as asked so that we can do a manual search. If the information is not provided to us, we will be unable to assist further and they will need to dispute the charge with the bank as a final measure. This will have the transaction flagged in our system and we will address the issue with the bank, providing full details on the users account and activity. This statement is not a promise of a refund.