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:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thrive market should perhaps be called Thieves market ************************** I have tried many times to cancel my subscription. As you can see from the attachment we have not used the website since 7/24/20. We did not like the prices or quality so I immediately canceled the subscription. Also, as you will see, they continue to take money from my ****** as late as this month (see the upload). I rarely check my ****** so when I saw that this is still going on, it was time to make my protest to *** with the hopes of a final resolution. That is 2 years and two months since I have cancelled. That is almost **** they have taken against the wishes I have expressed to them over and again. I couldn't help noticing that I am not the only one with this problem as some else has experienced the same and reported it to you.
  Thank you for your help. Sincerely, **** *******

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/08) */
  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 appears to have 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 **************************************************** 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 July 24th 2020 to cancel their account where we did provide clarification on membership and the risk-free trial and provided an offer of 2 free months if they would like to continue to shop with us. They accepted and we did not cancel the account. They also asked if they need to contact us after the two months and the member was told they can reach out to ********************* or contact us via phone. Attached is the chat. This account was cancelled and refunded on 9/22/2022, attached is the credit memo. No further action is required on this account.

• Initial Complaint

  Date:08/09/2022

  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.

  I asked to cancel a account and they continued to charge me for 3 years. Even though I canceled within the timeframe.
  I signed up again under a different email since I no longer had access to my old email. And have been happy with them until I realized they have been stealing money from my other account. Once I called them and asked them about it they said I never canceled which I know for a fact that I did. Because I remember speaking with a representative within the 15 day trial period. When I comforted then and said I wanted to cancel my membership because of the dishonesty they refused to refund me for the most recent membership.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/13) */
  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 $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 [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 provided in this case, no account can be located however two lines of communication were opened under both email addresses associated with the separate account that was created. Account 1 was created on July 16, 2019, and account 2 was created on July 1, 2021, The member did contact us on Account 1 requesting to cancel their membership, where they accepted a retention offer and continue to place orders through 2020. Since there was no further account to cancel the account remained active. On Account 2 the member did contact us on July 2nd, 2021 to cancel where we sent a membership offer but did not receive a response from them until July 21, 2021 when they connected during a chat following up about the cancelation. We let them know the cancelation was not completed because we had not received a response, The chat was ended and we followed up again through email detailing the membership and offer presented, but we did not receive a response They continued to place orders on this account, the most recent order being charged on July 20, 2022. On August 8th, 2022 they contact us again regarding the cancelation of the membership. The agent again detailed the contact we have had with the member and noted that we had sent multiple follow-ups attempting to confirm the cancellation in addition to the duplicate accounts. Account 1 was canceled and refunded through 2020, which went back as a courtesy to when they first contacted us under that account but we didn't receive a response. Account 2 received a discounted membership but because the service was utilized a full refund could not be completed. We make every effort to close and refund memberships however if we receive no communication from the member, and are spread across multiple accounts over 3 years, we may not be able able to resolve the issue in a timely manner. Account 1 has been fully canceled and refunded, Account 2 remains active with a discount and will automatically cancel at the next renewal date. No further action can be taken on these accounts.

• Initial Complaint

  Date:08/03/2022

  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 opened a trial account at Thrive Market in July of 2021. I ended up paying for the membership, but then cancelled soon after. I recently checked my credit card and they charged my credit card for another years worth of a subscription. They will not refund my money. They have no record of my cancellation.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 10, 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." .The screenshots of these have been included in this response for the record. We do apologize that this was not fully clear to the member upon signup.The member did contact us during the 30-day trial on 7/28/2021 and was charged the membership fee. The membership is an automatic annual renewal and the member was charged on 7/30/2022, and the member reached out on 8/2/2022 to cancel, which we complied and cancelled and refunded 2022. 2021 is not eligible for a refund, since we did not receive a cancellation request with 30 days. No further action can be taken on this account.

• Initial Complaint

  Date:07/30/2022

  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.

  THRIVE MARKET CHARGED ME ****** ON MY ****** ***** CREDIT CARD FOR A MEMBERSHIP I NEVER SIGNED UP FOR.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/06) */
  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 November 19, 2017 which then renewed each year annually.The member first contacted us on July 30th where we explained the membership and provided an offer if he would like to shop with us, but the agents did not receive a reply to the offers. An additional email came through on 8/4 as a response to an automated email where a lead was also able to address the membership and cancel and refund the account. No further action can be taken on this account.

• Initial Complaint

  Date:07/23/2022

  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 made a one time purchase of a product from Thrive Market not knowing it was a subscription based service without any indication that I would be charged a monthly fee. This is very deceptive and they know this with the high number of complaints that they receive. Requesting a full refund of the membership fee.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/30) */
  As a membership-based company, we offer 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 or try our service for a monthly membership at $9.95. We do offer an third option for membership shopping through ****** Ads, which this member started their membership through which offers a 30-day free trial, after which, if not canceled, would roll into the $59.95 yearly membership. We've included a screenshot in this response for the records. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting 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 placed an order on June 21st, entering into the 30-day free trial. The member did not contact us to cancel and the membership was charged on July 23rd. They are fully eligible for a refund but we have not received any communication from them apart from this case. We have gone ahead and canceled their account. No further action can be taken.