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:02/12/2025

  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 February 1, 2025, my card was charged ******. I do not have a membership and did not authorize this transaction. I have never heard of the online market. I don't even know how Thrive Market got my credit card number and name.

  Business Response

  Date: 02/15/2025

  We are unable to find an account with the information provided with BBB. If the member is able to reach out to us at ************ or email at ****************************** we are able to rectify. 

• Initial Complaint

  Date:02/10/2025

  Type:Order 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've spent a half hour trying to cancel my auto-renewal on this site. Their chat bots dont work and so dealing with that is a complete waste of time and you have to figure out the right key words to get to talk to an actual human. They also employ tactics to make cancelling as difficult as possible to maximize profits. This company is a scam. They don't ever update products to anything desirable, take away products that you actually want, and are always increasing costs.

  Business Response

  Date: 02/11/2025

  The auto renewal on this account has been canceled and will automatically cancel on 8/29/2025. No further action is necessary. 

• Initial Complaint

  Date:02/07/2025

  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 received an email from Thrive Market that there was an unknown login for my account (that I never created). I then did not click the link in the email; instead going to the Thrive Market website by typing it into the search bar, and then was prompted to sign up for an account/pay for a membership. Several attempts to delete the account or even see what information they may or may not have of mine (as I believe the account was created fraudulently) was met with a barrier as I was continually prompted to enter payment information (for a service I did not want nor did I sign up for). I attempted to resolve this via the chat feature on the website but was met with no answer for 30 minutes. I also emailed my request to delete the account and any associated membership/information to the email ******************************** and received a response asking for more of my personal information (in order to "verify"), which is preposterous, especially for an account I did not create. This is wildly frustrating as I want to ensure this company does not have access to any information of mine and don't understand why this is so challenging.

  Business Response

  Date: 02/11/2025

  The email received is automated, and the email provided was registered but no account was started. We have removed the email. No further action is necessary. 

• Initial Complaint

  Date:02/07/2025

  Type:Order 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 purchased Babo sunscreen in December 2023 from Thrift Market through ******. I was never informed that I signed up for a membership when I made the purchase. Recently I was notified by ****** that ****** had charged me a membership fee of $59.95 in January 2024 and January 2025. When I called the company, and asked for refunds for "memberships" I never agreed to, the company credited the 2025 membership but not 2024. I asked the company to send me written documentation that I actually agreed to a membership, which I am waiting to receive. Interesting that this company settled with the state of CA in 2024 for false advertising and automatic renewal practices.

  Business Response

  Date: 02/11/2025

  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. 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 have cancelled and refunded the account for 2025 and refunded 2024. No further action necessary. 

• Initial Complaint

  Date:02/07/2025

  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 by thrive market June 18, 2024 for an annual membership. I canceled auto renew at that time. I was then charged on Jan 31st,2025 for another annual membership. Their chat turned off auto renewal but will not refund nor explain why the auto happend in Jan or why the annual membership got recharged. I have asked to remove my payment method and they did not respond. I have asked them to delete my account and got no response. I have emailed ***************************************** ****************************** and ********************************

  Business Response

  Date: 02/11/2025

  This member has another account under a different email from what they provided here in BBB. We have cancelled and refunded that account, and the email provided to BBB is still active and will not renew after 6/17/2025. No further action is necessary. 

• Initial Complaint

  Date:02/07/2025

  Type:Sales and Advertising 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 January 26, 2025, this company charged my payment method on file (******) for everything I had sitting in my cart without my permission to the tune of $633.17. These items were delivered to me today; however, this company does not take returns and I cannot reach anyone live at the company to speak to about this. I tried their customer service chat option multiple times, but it is apparently automated and not live as I have not been able to get past being told by their automated system that I could not cancel the order because it was already processed and would be delivered to me. I do not routinely do business with them and while I have renewed my membership annually, I have not made a purchase since June *********************************************** payment for the order I was charged for on January 26, 2025.

  Business Response

  Date: 02/11/2025

  It looks like the auto ship feature was activated. We have refunded this auto ship order as a one time courtesy. No further action is necessary. 

• Initial Complaint

  Date:02/03/2025

  Type:Order 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 canceled my free first year membership to Thrive in December of 2023. Today, January 2025 I saw charge to my credit card for ***** membership renewal fee. I tried calling them at 2pm EST on Thursday but I only received automated message that they theres a high call volume and nobody will be able to talk to me and then the call ended. Why my credit card information was not deleted with the membership cancellation?

  Business Response

  Date: 02/11/2025

  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. 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 membership was cancelled and refunded on 2/2/2025. No further action is necessary.

• Initial Complaint

  Date:01/31/2025

  Type:Sales and Advertising 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 (online store) intentionally sets up there buttons to inadvertently add items for auto-ship. Im sure this accounts for a lot of extra revenue for them (over the years), and unintentional loss for consumers. My example this time is ordering ten enchilada sauces from them last time, and getting one can on autoship that I wasnt aware that I had on autoship. After shipping, my enchilada sauces can was $9. The button for autoship is very easily triggered, and the purchaser can be unaware. This seems to be misleading business tactics.

  Business Response

  Date: 02/01/2025

  We have refunded the auto ship order and canceled the auto ship feature on their account. No further action is necessary. 

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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 got an email that my Thrive account *********************** I dont remember ever making), was logged into from **********. The email directs me to reset my password. I go to do so, and Thrive's website tries to force me to sign up for a subscription. I have to close the site down and navigate in a roundabout way to get to the password section Then I go to try and delete my account and there's no option to. I ****** search how to delete and it says to use the chat function. Chat doesn't work, when you click it, it takes you back to a subscription screen So then I use the contact us function. They reply and say they've reset my password, to which I said I had requested an account deletion, not a password reset. He then says he can't do that, I have to contact another email with just my name and email. So I do. They come back and say they need my home address, state, email, last purchase date, and all this other stuff to delete I've never made a purchase, so I don't have that info. This is ridiculous. I should be able to just log on my account and click delete. You don't need to "verify my identity to make sure you're authorized to delete the account" if I am able to log into the account with my password.The method Thrive has set up for canceling an account is clearly made purposefully difficult so that people give up and their enrollment numbers can stay high

  Business Response

  Date: 03/08/2025

  The email this person received is a automated email that was sent out when our system received an inquiry that their email was used to try to make an account on our website. This is a pre caution for our fraud prevention, the email sent has detailed instructions and questions to make sure that it was the right person creating a membership. The email has been removed. No further action is necessary.

  Customer Answer

  Date: 03/12/2025

   
  Better Business Bureau:
  
  While I still believe Thrive makes it incredibly difficult to unsubscribe from their service, I have reviewed the response made by the business in reference to complaint ID ********, and accept 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/28/2025

  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 received an email from Thrive Market that said my account had been accessed by someone in ********. I did not recall making an account, but I went to the website separately from the email and went through the process of password retrieval. At no point did Thrive Market inform me that I had no previous account with them and instead pushed me through the password reset which effectively created an account. Immediately upon logging in, I was met with a dark pattern subscription sign up page with no ability to cancel or access my account details. After reentering the *** to the homepage, I tried to access my account so I could delete it, but no option was available to me. This appears to be a way for the company to boost account sign *** in order to look better on paper, and immediately pushing people to subscription sign *** with no way exiting paired with the inability to delete account in settings clearly shows malicious intent towards users through predatory and disingenuous practices.

  Business Response

  Date: 02/01/2025

  The email this person received is a automated email that was sent out when our system received an inquiry that their email was used to try to make an account on our website. This is a pre caution for our fraud prevention, the email sent has detailed instructions and questions to make sure that it was the right person creating a membership. The email has been removed. No further action is necessary.