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:05/03/2023

  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.

  Contacted multiple times to reapply for the thrive care account. Contacted customer service and asked to cancel account if ********************** cares wouldn't be extended. Agent lied and told me it was approved. Got access to my paypal account and placed a membership order for $59.99. **************** refuses to refund and close account, gaining access to subscription billing. Filed a complaint with paypal to remove the subscription billing I never consented to.Disgusting immoral behavior that's overdrawn my bank account. Taking advantage or students and low income people under the poverty line.

  Business Response

  Date: 05/06/2023

  This member reached out on 3/10/2023 inquiring about our Thrive Gives program, it looks like there was an error on our end, and the membership was not updated for our Thrive gives program. The member than reached out on 4/17/2023, which we informed her there was an error. At this time, we issued a refund for the charge made on 4/10/2023 and let the member know that they are still able to use the membership. The membership is still active and has a free membership for the year starting form 4/10/2023 to 4/9/2024. No further action is necessary. 

• Initial Complaint

  Date:05/03/2023

  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 have received 3 damaged orders in a row, order numbers:127133476 ********* ********* I have requested to cancel my membership with the ThriveMarket service. I am extremely dissatisfied with the service. Upon requesting the cancellation of my membership with **** via the website's chat feature: I requested a pro-rated refund for the value of the membership from today through 8/24/2023 (membership renewal date). I am being denied this refund. I will not be using this service and do not understand why I cannot be refunded the value of the unused membership. The company has clearly demonstrated that it cannot deliver on its advertised service of delivering groceries after 3 shipments in a row of groceries have been overpacked and damaged.

  Business Response

  Date: 05/06/2023

  This member reached out on 10/72022 for order number 124018368 to cancel the order, which was cancelled and refunded on 10/82022. Order number 127013113, that was placed on 4/4/2023 was shipped in 3 packages, the member confirmed they received 2 of the package and one of the packages was damaged in transit. Even though 2 of the packages were received, we refunded the order and reshipped it, which is order number 127133476. They also stated that this order was damaged. A prorated refund is not available, as we have compensated for the damaged orders, refunded a whole order and reshipped free of charge. The upcoming renewal was cancelled, and the member will not be charged after 8/24/2023. No further action is necessary. 

• Initial Complaint

  Date:05/01/2023

  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.

  I was charged $59.95 three times in the month of March for a membership that I never signed up for. Thrive Market automatically signs up and purchases with the membership without notice.

  Business Response

  Date: 05/06/2023

  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 have cancelled and refunded the account on 4/*****. No further action is necessary. 

• Initial Complaint

  Date:04/30/2023

  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 complaint is due to Thrive Market not deleting my account and data as requested back in February, 2023. I spoke to a customer service agent in February who instructed me to send a list of information over to the data requests email address. I have sent over this information TWICE, first on February 14, and again on February 18. The information I sent over was accurate and I included everything they requested, twice. I waited the full 45+ days for this request to be completed, and heard nothing in return. I reached out again yesterday asking for an update on my request, and the customer service agent replied telling me to send over all of my information AGAIN, which resets the 45 day waiting period. This is absolutely absurd. My bank information is attached to this account, and they wont let me delete that either. I just want my account, banking info, and data to be deleted. It should not be this impossible to have an account deleted for a grocery delivery company. Im asking for my account to be deleted permanently, and I am not prepared to wait another 45 days for this to happen when I did exactly as I was asked twice already, over 45 days ago. I have attached copies of the emails from February for Thrive Market to look at.

  Business Response

  Date: 05/06/2023

  There was a tech error and we were not able to locate the answers to the form that was submitted, The relevant data has been deleted from our systems, and we have requested applicable vendors to do the same. Please note that we will keep a record of this request, including your email, to validate the completion of the request, for fraud prevention and security reasons, and as may be required by law. The information was deleted on 4/9/2023. No further action is necessary. 

• Initial Complaint

  Date:04/27/2023

  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 would like to start on a positive; Thrive Market has great products and most of their online customer service personnel friendly. That being said, circumstances with my elderly Mom and I since January have been a fiasco. My Mom used to be a member. She is 86 and ailing; Sister advised she join again. I did with her last January. Thrive market site like downtown ***** casino; think marketers designed that way to perhaps not entrap, but entice those easily addicted and the elderly. My Mom played the spin games and won 60 dollars free food...when we went shopping...discount did not apply. Most vendors let you look at charge before they submit; not thrive market. They slam your card immediately. No discount. HAD VERY NICE CHAT WITH ONLINE LADY, who said deal only for new customers, we were technically returning ones. She offered to refund membership as *** requested; but she said how about ******************************** Thrive market cash. I told her I would have to ask ***; she knew I was talking to my Mom and not ***********************. No problem. Mom agreed to deal. Most of this in support materials....they sent delivery to wrong address; even though we had changed address online. They sent out a new delivery; second person I chatted with also friendly. I went to *******. Came back last week, and helped Mom get her thirty dollars back. Put coupon code in order; said accepted. No credit given. Also immediately charged card. I used Chat; this time person mean; said he had to talk to Mom first...I said not phone call; how would he know...should have lied and said I was Mom, as he struggled in and out of chair... well, in letter attached. Elder Abuse. I was promised four times (in attached) a supervisor would call. Never happened. Finally, one lady was nice and said she would refund; she did; and if order arrived; to keep or give to charity...well, fiasco ride gets better; see attached.

  Business Response

  Date: 05/02/2023

  We do apologize for any inconvenience. We do charge a membership fee for reactivating your membership, which is automatically collected, when you come back to the website, You will need to select which membership you would like yearly for $59.95 or monthly for $12. This member chose the yearly membership. The membership was cancelled on 3/1/2022, and reactivated on 1/8/2023, with an order placed on the same day. With reactivating the membership, the member also received 30% off the order that was placed on 1/8/2023, for returning members. We also gave a code for $15 off that has not been used. That same order placed on 1/8/2023 was going to the wrong address and we reshipped the order on 1/10/2023, which was delivered. We also refunded $20 of membership fee and gave a coupon of 30% Thrive Cash back on Thrive Market brand products (up to $30) and refunded the most order on 4/5/2023 as requested by the member. The conversation was forwarded for further review to a supervisor for a final decision. No further action is necessary. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19940466
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  I thank you for your prompt response to BBB. They are using new hardware; did not get to me until now. Please read all messages to you in *************************** link, as I cannot believe that after what I wrote in letter and what took place online...the promises (at least five) of a callback from a supervisor...the treatment of my Mom, an ill 86 year old woman...after all that, your reply could be so short, cold, and callous. This could be resolved easily to mutual satisfaction. Pls reach out to me at ************. I am getting older. Peaceful man; do not like escalation. That being said, have not forgotten how to escalte. I hope I hear from you soon and we can end this in an amicable fashion.

  Thank you.

  *********************

  Business Response

  Date: 05/20/2023

  The conversation was forwarded for further review to a supervisor for a final decision. No further action is necessary. 

• Initial Complaint

  Date:03/12/2023

  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.

  Right when I placed the order I realized it was for a continuing service so I chatted online with them and told them I did not want to become a member and receive this product every month. They said they would not charge me except for the product I ordered but now it is showing up on my credit card. I have chatted with them again and still no success in removing the ***** from my credit card bill.

  Business Response

  Date: 03/25/2023

  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 didnt receive a cancellation request from the cardholder, so we proceeded with the payment for the membership. We have canceled this members account and issued a full refund for the membership.

• Initial Complaint

  Date:03/11/2023

  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.

  Thrive Market charged my credit card through ************* going through Pay Pal twice.I have never done business with Thrive Market I tried calling Thrive Market four times on a day and during the hours which Thrive Market lists as open. No Answer and No Ability to leave a message I had to search for a page with a send in for complaint through the companies email system. But got no confirmation web page after sending and no copy of email sent to my email address which was asked Sloppy online business charging people

  Business Response

  Date: 03/25/2023

  The contested charge is for an order and a membership. The order matches all the information including the address, email, phone number, and name provided in this complaint. An order was placed on 2/8/2023, which started a 30 day free trial, when we did not receive a request to cancel, we charged the membership fee on 3/11/2023. The member reached out to us on 3/11/2023 letting us know that they were charged, we also received a dispute for the membership fee, which we have accepted. No further action is necessary. 

  Customer Answer

  Date: 03/26/2023

   
  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.
  

  Automatic membership fees need to end!

  This is a form of stealing!

  Especially when there is no check **** for No Membership needed or wanted!
  

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

• Initial Complaint

  Date:03/02/2023

  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.

  This retailer charged my account months after I canceled my service with them. There is not a way to remove my card information from the service and I don't believe it's right for them to still be able to charge my money and retain my information long after I'm not using the subscription service.

  Business Response

  Date: 03/25/2023

  The member first contacted us through chat on 12/27/2022 under the email ***************** reaching out to cancel the account they had just created. We offered the member 2 free months to  keep the membership so they could take a look at other products they might enjoy and the member declined the offer. The member contacted us through a phone call on 3/2/2023 regarding the refund and to notify us that they now saw a charge for another $12 on their statement. We apologize for the quality of interaction you had with one of our agents as it appears an error on our end. On 3/2/2023 and 3/25/2023 we issued refunds for the previous charges. We apologize for any confusion this has caused and would suggest the member reach out to their financial institution for further details. No further action is necessary, 

• Initial Complaint

  Date:03/01/2023

  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 was trying to see what products were available on their website and somehow accidentally renewed my membership - I did not want to do that. I wasnt expecting a charge to come out of my bank account and I wasnt planning on making any purchases. I only intended to browse the site and determine if this would be good for us in the near future. Within the hour I was contacting customer support to get a refund. They refused the refund claiming I was notified it couldnt be refunded.. I never received the notification and have not made any purchases. The membership auto renewed by my signing into the site - which I was not aware would happen.

  Business Response

  Date: 03/28/2023

  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." Under the email address provided we do see that an account was created and a trial started in July 27, 2016. They contacted us through our chat on August 6, 2016 where we confirmed we had canceled the membership within the 30 days. On March 1, 2023, the member did return to the site, to see if they would want any of our products, which reactivated their account for the monthly rate of $12.00 Reactivation of a membership at a monthly rate, is non refundable. We have cancelled the upcoming renewal and they will not be charged past 3/31/2023. No further action can be taken on this account.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19519381
  
  I am rejecting this response because:
  The signup was in error- I contacted you within an hour of it happening. I saw no notice of there being a charge or of there being no refunds. Again- it was within an hour and 0 purchases were made.. its not much money for you, but it is for me. I never wouldve looked at the site if I knew Id be charged.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/15/2023

  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." Under the email address provided we do see that an account was created and a trial started in July 27, 2016. They contacted us through our chat on August 6, 2016 where we confirmed we had canceled the membership within the 30 days. On March 1, 2023, the member did return to the site, to see if they would want any of our products, which reactivated their account for the monthly rate of $12.00 Reactivation of a membership at a monthly rate, is non refundable. We have cancelled the upcoming renewal and they will not be charged past 3/31/2023. No further action can be taken on this account.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19519381
  
  I am rejecting this response because: 

  you continually state that there are many points where I wouldve been notified that I would be charged - but I was not. This is misleading. I went to the site to see if this would be a good option for us, I didnt realize I already had a login, retrieved my login information and I was in.  There was ZERO notifications about any charges. As soon as I received the email about the charge I contacted thrive to cancel it. This was literally within a couple hours, and I was refused a refund.   Again - there was ZERO notifications about being charged. I made no purchases and cancelled it within hours.  I find this extremely deceitful. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/26/2023

  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 wanted to order something from Thrive market then I realized once I put in all my information and my credit card number you have to be a member to order . I dont want to be a member so I was trying to remove my credit card info and I couldnt . I contact the company numerous times and filled out the appropriate forms to have it removed and its still not removed

  Business Response

  Date: 03/04/2023

  This person has not started a membership and no information was captured except for the email. 

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19500856
  
  I am rejecting this response because:
  I am aware I dont have a membership BUT when I go online for thrive market my CREDIT CARD number is still visible and cant be deleted. I filled out necessary paperwork to have it removed but I dont get a response.  They will not respond to me for the removal. So I know they not only have my email like they responded to you, but my CC info is still online on their website thank you 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/25/2023

  Your relevant data has been deleted from our systems, and we have requested applicable vendors to do the same. Please note that we will keep a record of this request, including your email, to validate the completion of the request, for fraud prevention and security reasons, and as may be required by law. We sent the email on 3/8/2023 

  Customer Answer

  Date: 04/14/2023

   
  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,
  
  ***********************