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:01/13/2025

  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.

  1/8/25. I was charged for an annual membership without explicit consent. I received a gifted membership through their veterans program a year ago. No where did it state this was only for a year and I would be charged the full price the following year. I never received notice that I would have to reapply NOR notice that my renewal was coming up and I would be charged. I didn't even received an email once I did get charged! All I received was a payment notice from ******! When I contacted the company, there was no remorse. They argued that there was an email sent 30 days prior, but were unable to produce that communication. They explicitly lied and stated it is in the terms and conditions and I need to check my account for my renewal date. How is a consumer to remember a charge that happens yearly without consent? This company needs to be held accountable.

  Business Response

  Date: 01/18/2025

  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 1/9/2025. No further action is necessary. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22788562
  
  I am rejecting this response because: I did not sign up for a monthly membership. I was gifted a year membership in 2024. I had no trial period and did not select auto renew. 
  
  Sincerely,
  
  ******* Latin

  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 1/9/2025. No further action is necessary.

• Initial Complaint

  Date:01/10/2025

  Type:Product 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 was notified of a data breach via ****** and went to delete my account since I don't use it. I could not do that manually. I've chatted with support multiple times, who only say to email ************************************** I've done that twice on 12/18/24 and 12/26/24. I've received no response and my account still exists.I left a trust pilot review and they just gave a generic response and didn't actually solve anything or connect me to anyone who could.

  Business Response

  Date: 01/11/2025

  Email has been removed. 

  Customer Answer

  Date: 01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:01/10/2025

  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.

  forced to use chat only as when you call it tells you it's either after hours or they are too busy and disconnects your call. I told them I wanted to be refunded for their membership as you are forced to join it. states there is a free trial, but when you try, it makes you pay instead. We chose monthly as we were not sure of the company. asked for a refund and was told in chat it is not refundable when it is misleading on their popup and it doesn't say that the monthly is not refundable. the entire company is misleading and very sneaky in forcing you to respond to questions to build a cart that you do not know about until after all questions are answered, prices are extremely higher than most companies, and do not find that out until after you paid membership. this company is misleading and has many bad business practices. also today I did notice that they are being investigated by California state for FAL laws, which means a lot in reference. they are a shady business and illegal doings of hiding prices.

  Business Response

  Date: 01/11/2025

  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 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. 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. According to our records, this member had a previous account with us under a different email which was cancelled. Monthly memberships are not refundable, we have cancelled the upcoming renewal, and the account will automatically cancel on 1/20/2025. 

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22763979
  
  I am rejecting this response because: its misleading and needs to be clarified on the monthly option to state that there is no cancelation rights.  you need to spell it out on there or it makes you look like a bad company and this is why people complain you look greedy by punishing those that are not sure about a company in the first place and have had bad experiences with companies that rip people off with fraud promising full refunds.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/01/2025

  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 renewal has been cancelled for this account and no additional charges will be made unless it is reactivated by the member. No further action can be taken on this account. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22763979
  
  I am rejecting this response because:
  I do not feel the clarification of the fees was clear and understanding for the monthly part.  it did not state that clearly and felt that i would be refunded if I had canceled the monthly fee as i felt that was the safer way.  All i want is refunded for the month that I was charged for but did not use their services because after seeing their prices, I was able to find the same products for cheaper prices without buying a membership. 

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/10/2025

  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 need to cancel my auto-renewal for membership. There is no way of doing so on the website/self-servicing, and am told to contact a chat bot. The chat bot cannot cancel my membership and asked a series of at least 5 questions asking if I'd reconsider. After that, the chatbot transfers me to a live agent, but that live agent is non responsive and won't confirm that my membership has been cancelled. I have tried over 24 hours and asked for confirmation of the cancellation multiple times for the next year and have not received any response.

  Business Response

  Date: 01/11/2025

  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.We have gone ahead and cancelled and refunded the account on 1/2/2025. No further action is necessary. 

  Customer Answer

  Date: 01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/10/2025

  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 signed up for a membership to Thrive Market in September 2024 seeking healthier grocery alternatives. After a couple of orders, I noticed random items would be added and charged to my orders. After attempting to turn off Autoship several times, I continued to be charged and sent 3 identical items I did not order. Twice, I contacted their customer service requesting to return the unwanted items and receive a refund, as the latest order did not only contain "incorrect items" but was an order that I did not place altogether! They refused to accept the unused, unwanted items claiming it was part of their "terms and conditions" even after I twice tried to cancel services. I have since discovered I am not alone in this experience with this company. Other customers have also suffered the same experience, where we are charged and shipped items without our request or consent and then told that refunds are not available per their terms and conditions. I advise everyone to steer clear of this company as now I have to change my credit card number with my bank to ensure I am not longer charged fraudulently by Thrive Market. They purposely make their website difficult to navigate so people cannot cancel auto-services and continue to be charged without placing any orders.

  Business Response

  Date: 01/11/2025

  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. The member activated autoship on 9/29/2024. We received a chat to cancel auto ship on 12/24/2024. We cancelled the auto ship feature on this day. No autoship orders have been shipped out since.  No further action is necessary. 

• Initial Complaint

  Date:01/07/2025

  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 made a purchase in Dec of 2023. I was never informed that it would lead to a membership of any kind. Within a couple of weeks in Jan, 2024, I was charged a membership fee of $59.95. I did not even see this charge or know about it until I just received an email stating that my "Membership"had been renewed for $59.95. I am very vigilant with regards to online purchases and memberships to make sure that I am not being scammed. I never signed up for a "Membership" as would have made the cost of the single purchase 60% higher. This company obviously plays the "Hide the membership" rules and hooks people on first purchases with discounts only to lure them in and start charging initial and renewed "membership fees". It is obvious that this is their "MO" when I look at all of the complaints lodged against the company indicating the same practice of deception for many others. I don't even know what my account number is as there is no account info located within the email or the link to the web site. What a racket!

  Business Response

  Date: 01/11/2025

  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.The account was created on 12/6/2024 with a purchase and enrolled in a 30 day trial, we did not receive a cancellation request so the card was charged for a yearly membership fee on 1/6/2024. The annual renewal was charged on 1/6/2025, we have cancelled and refunded the account. No further action necessary. 

• Initial Complaint

  Date:01/07/2025

  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.

  signed up on the application and realized it wasnt what i wanted and canceled the same day but months later of calling and chatting with the customer service people i still havent received a refund.

  Business Response

  Date: 01/11/2025

  We were not able to refund the membership fee due to the bank not allowing us. We then sent a check on 11/13/2024. The account has been cancelled. No further action is necessary. 

• Initial Complaint

  Date:01/02/2025

  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.

  They sent me a fake promotional email $60 free gifts for signing up for their annual membership. After I signed up, they told me I am not eligible and they refused to refund me my membership fee.

  Business Response

  Date: 01/04/2025

  The contested charge is a membership fee, which is automatically collected at the sign up page before entering the website. 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, per our Terms of Service, reactivated accounts are not eligible for membership refunds.The member created this account on 7/11/24 and reached out on 7/14/24 to cancel the account, we complied and cancelled and refunded the account on 7/14/24. The member than reactivated the account on 12/19/2024. The membership fee is not eligible for a refund. This member has had two separate accounts under different emails with us which have also been refunded at their request. We have cancelled the upcoming renewal and will automatically end on 12/20/2025. No further action is necessary.

• Initial Complaint

  Date:12/17/2024

  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.

  An unknown user logged into my account fraudulently and changed all of the personal information on my account. This person also purchased a membership with my debit card information on file. I contacted Thrive Market and requested to close the account, delete my data, and get a reimbursement. They did process the reimbursement and my request to delete my data. However, they also made a second withdrawal in error for the same amount and now my bank account is frozen due to their error, I am seeking that this error be corrected.

  Business Response

  Date: 12/18/2024

  The transaction was detected as fraudulent and we already canceled and refunded the account on 12/6/24. We have double checked our records and our payment processor. There are no duplicate charges or erroneous transactions; only the refund processed after the first membership charge. No further action is necessary.

• Initial Complaint

  Date:12/17/2024

  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 sent me an email today stating that someone had logged into my account using my email and password and requested that I reset it. I didn't remember having an account with them but thought maybe I had just forgotten. Once I reset my password it took me to a screen asking me to sign up for a paid membership with no other options. I was able to get to another page and go to my account info to see I had in fact never had an account with them (until today) and they now had my information. Just like others have said here the email was a scam to try to get me to set up an account. There is no option to remove my account or my details so I am asking that the company removes all of my data and ceases all further communication with me. This is a scam and not normal business practice.

  Business Response

  Date: 12/18/2024

  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.