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:01/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reactivated my Thrive Market grocery account and was charged a fee of $59.99 for a years subscription. It stated I had 30 days for the trial and could cancel anytime within the 30 days. Seven days later I attempted to cancel as the prices were higher than prices I found around town. They said they couldn't refund my $59.99 due to the fact that I used to be a member and I simply reactivated my account. That was NOT STATED when I reactived. I am extremely disappointed in the lack of customer service and they are falsely advertising their "30 day trial".
  

  Business Response

  Date: 01/26/2023

  Consumer Response /* (2000, 6, 2023/01/25) */
  The company finally agreed to refund my money. I can close this claim.

• Initial Complaint

  Date:01/11/2023

  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.

  Have a subscription to Thrive Market and cannot cancel it online easily. Are asked to go into a chat box that makes you wait hours. The customer service is exceptionally poor and waits in lines are excessive. I had fraud on my account on multiple shipments from the period 12/22 to 1/10 sent to an address in *******, ** that I don't recognize in the amount of $1725. I have tried reaching out to the merchant with no success at reconciling the charges. I had to call **************** to report the fraud and put a block on Thrive from charging my credit card anymore. The customer service and online tools to manage your account are exceptionally poor and the merchant should really do a better job. I want to ask them to stop auto-charging my card for an annual fee but I am not certain that they will ever answer me which will require me looking for their charges and then dealing with the issue through my credit card company. Shame on you Thrive Market!

  Business Response

  Date: 01/28/2023

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

• Initial Complaint

  Date:01/03/2023

  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 ordered two products from Thrive Market in October, which I paid for. They sent me a confirmation email of the order stating the products purchased and total cost. There was nothing else in the email other than advertisements of other products. One month later I see a charge on my credit card for $63.92. I was shocked to see that they auto enrolled me in an annual membership that I never signed up for, nor ever received an email about! I contacted customer service and they said they can't refund me because I passed the 30 day trial period, which I never even knew I was in. It is illegal to enroll customers in an annual membership plan without their consent. They said that it was mentioned on their site when the order was made, but there was nothing in email to me about it. Customer service sent a screenshot from website which says that my card will be charged after the 30 day trial period, but being that I never agreed to enroll in the trial nor the membership, this is illegal. Additionally, my credit card is saved on their website and there is no option for me to delete it. I'm not even able to cancel my account from their website. When I asked customer service to remove my card and cancel the account, she ignored me.

  Business Response

  Date: 01/28/2023

  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 didn't receive a cancellation request from the cardholder, so we proceeded with the payment for the membership. We have canceled this member's account and issued a full refund for the membership.
  See Attachment/File: membership notice.PNG

• Initial Complaint

  Date:12/23/2022

  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 browsed the thrive marked after they asked for my email address. I don't think I agreed to anything and then I realized they've been charging me a monthly fee from my PayPal account!! I never received an email, have never used the service and I've never even looked at the site again. I now can't get anyone on the phone. This is completely ridiculous. I've canceled the account. Let's see what happens next month. I am so sick of automatic billing. That really should not be allowed especially if they never notify you.

  Business Response

  Date: 01/28/2023

  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 $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 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." Our membership, much like many other membership and subscription/streaming services is charged until canceled whether or not the service is utilized. The member reached out via email on 12/23/2022 and we cancelled and refunded the account. No further action can be taken on this account.
  See Attachment/File: TermsOfService

• Initial Complaint

  Date:12/15/2022

  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.

  It is very difficult to cancel membership. No option to self cancel online. Cancellation requires speaking to or chatting with a representative, who sends numerous offers of discounts or other perks to try to pressure customers into not canceling memberships.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/17) */
  This member has been a member since March 2019, and has requested to cancel the membership on 2 occasions, 4/24/2021 and 11/22/2021. We have complied to the request cancelled the membership and issuing a refund on when requested to cancel on 11/22/2021. The member reactivated the account after 11/22/2021. Our policy has been the same since we started and the member should be well aware of the cancellation process. We have cancelled the members renewal and will automatically cancel on 8/3/2023. Our terms of service does state how to cancel the membership fee.

• Initial Complaint

  Date:12/14/2022

  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.

  On order *********, the 4 cans of ******* soups are disgusting. I chatted with Thrive Market via webchat to resolve. It sounds like they're going to turn it into a big hassle saying they'll contact me for more information. I have no more information to give. Thrive needs to send me a return shipping label and issue a refund on the soups.

• Initial Complaint

  Date:12/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just found it thrive has been charging me $59.95 since 2019. I never authorized this. It's a fraudulent charge and I would like my money back $343.80 according to PayPal.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 6, 2022/12/17) */
  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." Our contact information is readily available on the site as well as online. Under the member's email address associated with their account, they started the membership by placing an order on May 19, 2019, and which then renewed each year annually. The member has not contacted us to make a cancellation request. We have cancelled the upcoming renewal and will automatically end on 6/20/2023

• Initial Complaint

  Date:12/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reactivated a membership with this company, placed an order within the spam of a one month membership, and and cancelled the trial over the phone. I never subsequently used the company. Despite having cancelled the membership, the company continued to charge my account for over a year, with not a single email communication, marketing or otherwise. This is a coercive and underhanded company.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 6, 2022/12/17) */
  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." Our contact information is readily available on the site as well as online. Under the member's email address associated with their account, they started the membership by placing an order on 1/9/2016 and placed 2 orders in their 30 day free trial and was charged on 2/8/2016. Member placed multiple orders between 2016-2019 being charged annually throughout. On 2/10/2019, the account was cancelled. Then on 3/4/20211 they placed reactivated their account, which was charged the membership fee. On the checkout page, it shows that the membership will be reactivated the account at the monthly rate and placed 2 orders after. We did not receive any cancellation request until 5/14/2022, where the agent cancelled the upcoming renewal. By reactivating the account, the member was not eligible for a 30 day free trial also because it was at a monthly rate.

• Initial Complaint

  Date:12/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered prenatal vitamins on nov 13 and got an email saying I will have an auto ship of this product every month. I did not want to be charged for anything else or purchase anything else I contacted them shortly after this purchase was made and they said the auto ship was cancelled and I would not be charged for anything else. Today, December 16 my account was charged 64.45 from them. I called and asked why and they said I signed up for the 30 day trial and that after it switched to a subscription so I was charged. I explained that I didn't sign up for this that I already talked to someone when I made my last purchase and that I would no longer be charged. They said since it's passed 30 days they cannot give me my money back. They offered a partial of 20 dollars and the rest of the year access to their website I said I want all of the 64.45 back because I did not consent to it and they will not give me my full amount back they will only give me 20 dollars back. I just want my money back because I did not sign up to be charged anymore and was told by them that I wouldn't be. Can you please help me get my full amount back?
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 6, 2022/12/17) */
  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 didn't receive a cancellation request from the cardholder, so we proceeded with the payment for the membership. We have canceled this member's account and issued a $20.00 refund for the membership.

• Initial Complaint

  Date:12/14/2022

  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 August 20, 2021, I was charged $59.95 for Thrive's annual membership. This is a service that I had canceled months before. When I reported the incident to the company, I was told they could not find any record of the transaction, despite me providing information on my debit card. I was told that I had to deal directly with my bank. I find it suspicious that they charged me yet they cannot find any record of this transaction?
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 6, 2022/12/17) */
  The charge is a membership fee under the email *************************
  , 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 $12.00. 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 started the membership on April 6, 2020 and was charged the annual membership fee of $59.95 then placed an on May 15 2020, utilizing the membership. The member reached out on August 24, 2020 after the 30 day free trial and requested to cancel the account, the agent let her know we cancelled the upcoming renewal so she would not be charged for the following year, the membership was automatically cancelled on April 5 2021.