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:11/22/2022

  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.

  On 10/21/2022, which is within 30 days after my trial membership with Thrive Market, I am trying to cancel the membership since it did not meet my expectation. I contacted the customer service and someone named ******* is the agent who was chatting with me. S/he refused my request and misled me to keep the membership with wrong information. Also, she sent me a sort of promotion code with really limited application (only for thrive market product) but misled me that it was for the whole website. I felt so cheated and disappointed.
  
  I just want to my membership fee back. I know I have make purchase. so I just want to my prorate fee back.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/17) */
  The charge is a membership fee, which is automatically collected at sign up where members have a free 30-day trial to receive a full refund if requested. 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 [email protected]. 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 signed up for the membership on July 10,2022, the member reached out via chat to cancel the account which was cancelled and the member was not charged. Then the member came back and reactivated the account on 10/7/2022 and placed 5 orders after .The messaging regarding reactivation is provided right above the place order button at checkout of a reactivating order. We have included an example of this messaging for BBB review. The reactivating membership charge is not added to the total of the reactivating order as noted in our terms of service as memberships are charged using an automated system: "PLEASE NOTE: IF YOU HAVE CANCELLED YOUR MEMBERSHIP AND THEN RETURN TO THRIVE MARKET TO USE THE SERVICE BY PURCHASING PRODUCTS, YOUR CARD WILL BE AUTOMATICALLY CHARGED FOR THE ANNUAL MEMBERSHIP UPON CHECK OUT. YOU WILL NOT SEE THE CHARGE IN YOUR CHECK OUT CART." By reactivating the account, the member was not eligible for a 30 day free trial again.

• Initial Complaint

  Date:11/16/2022

  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.

  Do you think is a coincidence that everyone here is complaining about being enrolled into a $59 yearly membership they don't remember signing-up for? You may say you notify the consumers about this auto-renewal, but it doesn't look like these notification are being too effective based on these complaints.
  
  I just checked and your renewal notifications have the subject "It's official, (customer name)!" which looks like one of those standard promotional emails.... then the charges are just disclosed after scrolling down to the end of the message..... if you even open it under that message subject.
  
  I've paid for your membership 4 times since 9/25/2019 - I had placed three orders on the original "sign-up", 1 order on the first auto-renewal I don't recall enrolling into, 0 orders on the third one, and 0 orders on the fourth one. The only reason I realized I was being charged for these is when I went to cancel an old credit card I never use, and I realized this was a recurrent charge on it.
  
  Unacceptable - I should be refund for those 59.95 x4 .... or at least the last 2 where I didn't even place an order.
  
  Today I requested membership cancelation and also sent you a request to delete my account from your databases.
  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/12/17) */
  The charge is a membership fee, which is automatically collected at sign up where members have a risk free 30-day trial to receive a full refund if requested. 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 [email protected]. 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, an account was created on August 25, 2019 and paid initially on September 25, 2019 giving 30 days free and we did not receive a cancellation request. Member placed 3 orders with us over the course of their years of membership from 2019-2020. Their current membership term was paid on September 29,2022. As the member stated, we do offer a risk-free 30-day trial but only for new members. Since this member has been with us for a number of years and has placed orders this would not apply. The member reached out on November 16 2022 and was refund for the charges in 2021 and 2022.
  
  
  Consumer Response /* (2000, 7, 2022/12/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was finally refunded for the years I did not place any orders. Thank you.

• Initial Complaint

  Date:11/14/2022

  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 signed up for Thrive's membership on November 10th, 2022 and was willing to look around the site to see if there was anything I'd be interested in. Within 20 minutes I realized they didn't carry products I wanted. I canceled the membership on the 10th of November and also chatted with a rep who let me know that not only would I not be charged again, but they would refund me the $12.00 I had just spent 20 minutes prior. On November 14th, I was charged yet again by Thrive for $12.00. Now, it's not the amount that bothers me. This company is willing to take money from people just to look around and not even consider practicing some customer recovery. I chatted with a rep again on November 14th to confirm that I didn't have a membership with them. This rep informed me that the $12 is non refundable no matter how long I was on the site. This is a terrible policy. A company that completely disregards their customers or even curious potential customers really doesn't get my business. I want my $12.00 back for being a member all of 35 minutes. I never bought anything and I find it hard to believe that this company just brushed me off and said they weren't refunding me, no manager, no compromise. This is terrible customer recovery. I would be glad to pay for something I used, but I'm not paying $12 to look around a website for 20 minutes.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/17) */
  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 $12.00. This information is provided when signing up. The signup process does provide different sections (Account, Plan, Payment, Confirm) members are required to click through and accept before you "start your membership" where members can decide if they want to yearly or monthly membership and are presented with the perks of both. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. 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 and a membership was started on December 31 2020. They contacted us through our chat on January 2, 2021 where we confirmed we had canceled and refunded their account and if they would choose to reactive they may. On November 10, 2022, the member did return to the site, and reactivated the account at the monthly rate. If an account was already created at the time of signup the screen would be updated to reflect a sign in page, which may have been missed as it is still on the same screen the member was on while they were signing up. The member contacted us through chat on November 14, 2022 to cancel their account and we did note that since the membership was reactivated the agent was not able to issue a full refund and cancel the account. The agent let the member know that they reactivated the account and monthly memberships are non refundable. The agent cancelled the upcoming renewal to automatically cancel a month after they reactivated which is 12/10/2022.

• Initial Complaint

  Date:11/13/2022

  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.

  Order #*********
  
  I originally loved thrive market, but have had numerous customer service issues now and the last is the final straw. They are at the very best not very good at customer support, but I know think their practices are predatory bordering on illegal. They do not follow through on stated claims on their website.
  
  I have had multiple damaged products with an impossible web of steps to take to actually get reimbursed. I gave up. Trying to get in touch with a person using their call center number? Good luck, I don't even think it works.
  
  The final straw was the latest. I have an autoship order set for every 4 weeks. You are given a window of time to edit the order. I edited the order down to $150. They charged my card $427 and sent me my entire autoship order. I tried calling numerous times. I have never been able to reach anyone. I email their customer support team and have gotten NO REPLY. They state in their autoreply that they will respond in 10-12 hours, at most 48 I believe. I have heard nothing.
  
  I have never filed a BBB complain before, but honestly don't know what else to do. Thinking of signing up? Run. The pricing is deceptive and if you ever have any issue at all, good luck getting it fixed.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/17) */
  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 products were skipped but not removed from the program. Skipping all items from an autoship will cancel the individual shipment but future shipments will still process, We see this occurred in November. The member reached out on 11/11/2022 via email and a full refund was issued for the autoship order of $427.27 on 11/14/2022. Also, we do not have any correspondence from the member that any of their items they received were damaged. If they received a damaged item they are able to contact us 24/7 via chat or call us at ************** 8-4m PST and we will take care of the damaged order as soon as possible.

• Initial Complaint

  Date:10/30/2022

  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.

  Thrive Market charges my credit card $59.95 annually and I can't get them to stop. I've tried to cancel and they put me on hold and then the call drops. As best I can tell, I ordered something in 2016, there is nothing in the order that shows that I have obligated to this $60 annual fee. They have 7 years worth of this $60 fee and I have nothing to show for it. They have stolen from me. Thrive Market owes me $420.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/17) */
  The charge is a membership fee, which is automatically collected after a one month trial initiated after a first purchase. We state this in our terms of service, and we remind our customers at checkout. We didnt receive a cancellation request from the cardholder, so we proceeded with the payment for the membership. When the membership expired, the customer did not contact us, and the membership was renewed. We have canceled and refunded this account for the most recent membership fee as a courtesy. 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."

• Initial Complaint

  Date:10/23/2022

  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 joined thrive market this day and went online to shop. The prices are exorbitant and i right away asked to cancel the initial membership fee. I was online for 15 minutes. There is no reason to change someone for 15 minutes with no order ever placed. This company holds you hostage to order from them since you can't browse unless you get a membership.This is predatory, if not an outright scam.

  Business Response

  Date: 12/17/2022

  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 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 do have one record of the member contacting us through SMS on October 14th, where he did provide feedback of not being able to get in contact with us and where we did cancel the upcoming renewal as requested. We're sorry to read that he had difficulty contacting us to begin with. We have 24 hour chat available across all platforms as well as a phone number listed on the bottom of the webpage and app. If they were calling outside of our normal phone hours they would not have been able to connect through voice and were prompted to text. We also provide a texting option while phone hours are on but it is not something members are required to do. We will review our contact information shown on our site to ensure everything is working properly. The account renewal has been canceled as requested and no further action is needed on this account.
  See Attachment/File: d2mdispute1

• Initial Complaint

  Date:10/23/2022

  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 was charged for membership I never signed up for.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 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:10/05/2022

  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.

  Thrive market opts consumers in 'automatically' to something they call Autoship. This means that if you order something, they will continue to send it to you and charge you for it- without providing any reasonable means of cancelling it. Even their instructions online are false- there is no way to cancel membership online, or to stop or pause an order from coming to your house. Borderline criminal behavior in my view. AVOID THIS COMPANY if you value your time and money.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/15) */
  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 member has 2 accounts open with us, one email had the autoship feature activated and they reached out on 10/5/2022 and we have cancelled the autoship feature. The other email has not enrolled in the autoship program. We also asked if the would like to cancel one account and still have not responded.
  Under the email provided is the one with no autoship and that is where we found the other email and cancelled the autoship on that account.. If the member was calling outside of business hours the call would not have gone through. We offer phone services as well as 24/7 chat, email, and SMS service and would have been happy to address the Autoship concerns as they were occuring on previous months. We can confirm that the Autoship Program has been canceled on the account and no future autoship order will process unless reactivated by the member.
  
  
  Consumer Response /* (2000, 7, 2022/10/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company removed me from Autoship which was my goal. They make it impossible to do this on your own- while you are automatically enrolled they offer no online method to remove onseself from Autoship- you must call a customer service representative. This company is predatory.

• Initial Complaint

  Date:09/25/2022

  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.

  Thrives' annual $59.95 subscription fee was charged for services that I didn't sign up for since 2016. my credit card is investigating these fraudulent charges. Thrive responded & initially couldn't find a membership then refused to cancel.
  THRIVE customer service offered deals & coupons in response to my request. This an absurd business practice.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/10/15) */
  The charge is a membership fee, which is automatically collected at sign up where members have a risk free 30-day trial to receive a full refund if requested. 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 ********************* or chat 24/7. 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, an account was created on 8/16/2016 with their first order and was charged 30 days later on 9/16/2016 since we did not receive a cancellation request within the 30 days. The annual fee is recurring unless a cancellation is requested. Since 2016, we have not received a request to cancel and therefore the membership fee was charged annually. The membership has since canceled and refunded when the member reached out on 9/22/2022 and there was a courtesy refund of 2021. No further action can be taken on this account.
  
  
  Consumer Response /* (3000, 7, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  a nominal credit was provided for 6 (six) years of unauthorized charges that offered after my numerous phone calls, persistent emails & a few chats to the THRIVE company & overseas customer service. THRIVE's canned response is not a big surprise. This is a prime example of BUYER BEWARE. My next outreach will be to the FTC that regulates companies & operates with sketchy business practices.

• Initial Complaint

  Date:09/17/2022

  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 requested my account be cancelled at Thrive Market A. So it would not be auto-renewed/charged, and b. I wasn't interested in any of their products. I reached out to them in late 2021 ..asking them to cancel my membership. I was charged auto renewal in July of 2022 for another membership fee - after requesting my account be cancelled. I reached out again to them requesting it be cancelled...as I have not purchased any of their items in ~2yrs. I want my full $59 refund back that I was charged in July 2022. This is highway robbery..and after seeing other *** complaints ...other folks have experienced the same behavior..from this company, it is unacceptable and they should be held accountable.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/15) */
  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 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 do not have any previous correspondences before the member reached out on 9/17/2022, We cancelled the upcoming renewal. We do apologize that this was not fully clear to the member upon signup.The member did not contact us after the 30-day trial which made it ineligible for a full refund and we noted that the renewal cancelation was completed. No further action can be taken on this account.