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: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.

  At first, when signing up you are mislead to believe that a membership for $5 a month for the year... NOWHERE does it say that they are going to charge $59.95 for the year... Just look for yourself...
  

  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 full 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.

  Thrive market advertises free membership for veterans. After applying literally 7 times, still the claim is that they didn't receive our application. I have emails from them telling us we'd have a response within 3 days, yet they have no applications on file. A customer service rep offered to walk thru our "free veterans" application, and still we have the same response- feel free to shop at thrive anytime. But no free membership for vets. That's predatory! To use our veterans status to trick us into shopping on their site heinous. Obviously this program is a scam against retired military and it needs to stop! It is MORALLY BANKRUPT to commit fraud against our veterans. It is wrong and predatory to offer free memberships- then trick you so you'll shop there anyway. I'll be posting this everywhere vets gather. This is dishonest, and I believe it's fraudulent. Our family has auto immune issue and severe food allergies, I feel we were preyed upon based on that and our veterans status. They need to stop advertising these false free memberships. It's misleading and wrong.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 6, 2022/12/31) */
  In order to further our mission to make healthy and sustainable living accessible for all, we established the Thrive Gives program to help our communities get access to healthy groceries. The program provides one year of free membership credit to Thrive Market and special discounts, products or other items to qualifying individuals who are part of the Thrive Gives program ("Thrive Gives members"). Each Thrive Gives member will receive a one-time credit to offset the annual membership fee for a standard Thrive Market membership. After the free membership period has expired and unless you have applied and been approved for an additional year of Thrive Gives support, your membership renews automatically for the Membership Term, at the then-current Membership rate, until you cancel.
  We offer Thrive gives to students, teachers, veterans, nurses, and first responders. At the time of completing the Thrive gives application in 2021, there were technical issues with this program, specifically the application process, which has since been fixed.

• 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 made a purchase in Jan, 2022 which apparently signed me up for an annual membership. This was not clearly stated on the website. Today, $60.00 was deducted from my PayPal account for this membership. I immediately contacted Thrive to cancel the membership and request a refund. They refused. This is very deceptive. I would like the membership canceled and a refund issued.
  

  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 received a cancellation request from the cardholder on 2/10/2022We have canceled this member's account and issued a full 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.

  Thrive Market engages in predatory marketing practices. The website requires that potential customers enter a credit card number and choose a membership option before seeing the product array. The site indicates that you won't be charged for membership until you order. However, after entering my credit card number and looking at the product array, I could see that I would not want to order. When I contacted customer service to cancel, I was told that the membership was cancelled. I then received an email indicating that my membership was valid for a month and that I had been charged. When I contacted customer service again, I was told that annual memberships aren't charged until purchase, but monthly memberships are charged and are non-refundable. If this is indicated on the website, it is hidden in fine print. This merchant is predatory, and there are countless complaints about their practices online. I wish I had researched them before entering my credit card information.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 6, 2022/12/17) */
  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." We will pass along the feedback regarding the signup process to be considered for future updates. Upon reviewing the account the membership is showing as canceled. No further action can be taken on this account.

• 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:12/09/2022

  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 appears I bought some shampoo from **************** in 2019 and I just discovered that they have charged my credit card 59.95 for a membership fee every March for the last 4 years. I did not sign up for this and was denied a refund by Thrive Market
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 8, 2023/01/02) */
  The contested charge is a membership fee, which is automatically collected following a one-month free trial initiated after a customer's first purchase. We clearly state this policy in our terms of service, and we remind our customers at checkout. We didn't receive a cancellation request from the cardholder, so we proceeded with the payment for the membership. We are not able to account with the information provided, please reach out for more information.
  
  
  Consumer Response /* (3000, 10, 2023/01/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company for 2 years continued to charge me a membership ship fee without any notification and without my expressed permission. They are acting without remorse or compassion for their predatory and undisclosed charges.
  
  
  Business Response /* (4000, 14, 2023/01/28) */
  We are not able to account with the information provided, please reach out for more information.
  
  
  Consumer Response /* (4200, 16, 2023/01/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's unconscionable that Thrive Market would continue to charge membership fees when a past customer has had no interaction with the business for over a year. It is a breach in good faith of an electronic method of payment to a company for them to continue to charge that customer when no services were provided. This Is a form of credit card fraud and a predatory business practice.

• Initial Complaint

  Date:12/04/2022

  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.

  Was browsing their website. In order to browse, it deceptively takes you through a bunch of questions. One was payment (I chose Paypal but hadn't decided to actually sign up yet). I left site as I was not interested in their auto shipments not even relazing that they had charged my Paypal acct until I got Paypal email. Very deceptive of them and I want a refund to my Paypal account.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/17) */
  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 Yearly membership option which comes 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 member did contact us on December 4, 2022 to cancel their membership where we canceled their membership and issued a refund. We have not received any other communications for this member. No further action can be taken on this account.

• Initial Complaint

  Date:11/24/2022

  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.

  :********* I asked this order to be expedited over the phone and the order shows as delivered but I didnt receive it and would like it to be refunded
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/17) */
  Member reached out to cancel this order on 11/21/2022, we were not able to cancel since it already had a tracking number, we reached out to the courier to cancel but it was still delivered, she then reached out on 11/25/2022 stating she received the order but all the items received were damaged we then refunded the order on 11/25/2022.