Business Profile

Internet Marketing Services

Thane USA, Inc

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Complaints

This profile includes complaints for Thane USA, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

159 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

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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:03/29/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased 16 March 2023, h20 x5 Dual Blast Mop. Used sprayer once. The sprayer is quite heavy for my old arms & back. Thus I do not want or need this item. I've tried to contact the company via phone with NO success. Need an RMA # to return the item. Paid $158.97 + tax of $ 10.33 TOTAL $169,30
. ******* ** ******** ***** ****** **** ** ******** ** *****
Business Response
Date: 03/30/2023
The order US******************* was placed on our website on 3/16/2023 1:21:57 PM for H2O Mop X5 Dual Blast. Attached for Reference.
The order was delivered on Tuesday, March 21 at 12:48 P.M. through *** ******** ****** ****************** *** **** ******** **************************.
Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance.
The customer now has an active account on our customer support portal through which we can be reached anytime.
The customer reached out to us through helpdesk ticket ******** on Mar 29, 2023 to which our customer service team responded accordingly with Return Instructions. The customer was also contacted through her phone ***** ******** to provide details and ask for any concerns.
The return authorization number is RMA # ****** We request to include this RA number, Order number and name on the shipment.
Return Ship to address ****** *********** ***** ***** ******* *** ***** ** *****
Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account. We suggest sending us the tracking number when the customer returns the item so that the refund can be initiated accordingly. Return Policy attached for reference.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 03/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ********
Initial Complaint
Date:03/27/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i bought the abdoer360 0n feb 23, 2023. when i received it i did not receive the four instructional dvds nor the healthy eating guide and chart. i went to the website to create account and got an email they found me and in that email was the same create an account. when i clicked on it it kept saying loading and after several minutes then said its locked and would send another email which i had not received... i tried reaching out to them when all telephone numbers i could possible find
tried 5 phone numbers and get either not in service or invalid or fast busy which is the same. i tried thru thane main contact sending an email and thank you for contacting us. we will get back to you asap......no response. then sent an email and this came back.... Delivery has failed to these recipients or groups:
Diagnostic information for administrators:

march 23, 2023 - returned Message expired, connection refused
march23, 2023 - Server at ********* returned Connection refused

so i cannot register, use their website, no one to contact as automated responses when following their initial website... very frustrated as my 30 days are up. i do not know how to use it properly. i would like to make this a pro however i cant use what i have now. i registered for streaming today which was part of the package and got message. message got is Success! Your member signup request has been sent and is awaiting approval. The site administrator will notify you via email once your request has been approved.
can you please help
thanks.
Business Response
Date: 03/30/2023
The original order US******************* was placed on our website on 2/23/2023 4:17:56 PM for Ab Doer 360. Attached for Reference.
The order was delivered on Saturday, February 25 at 1:37 P.M. through *** **** ******** ****** *******************
Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance.
The customer was sent multiple invitation links to her email *************** but all the links expired due to which the customer was unable to register successfully. We have now sent another invitation link to her email to register on our portal.
We reached out to the customer through helpdesk ticket ******** to provide requested information.
The customer was provided Healthy Eating Chart, Tracking Calendar and online streaming link along with the website link for purchasing Pro Accessories for AB Doer 360.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 03/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

i still cannot get into their customer support website, which still says loading and after several minutes will come back locked. so it will not let me create an account. they offered with the purchase the streaming for one year a 99.00 value for free, healthy eating guide and tracker 39.99 value and 4 instructional dvds valued at 60.00 free. in their response they gave me the link which was the streaming link on line where i can go to to view these.. however their offer does not say on line and a misrepresentation of the product sale.... i was waiting for the hard dvds and hard guide... i do not have the ability to use the equipment and the computer in the same room. i would not have purchased this if i was only doing on line... they still advertise this same way, misleading the consumer of the free items. since they are offering this product with the free dvds. i feel they should deliver the hard dvds and the guid and tracker... also since you can only reach them on their support website which i cannot get into., they are doing nothing to really fulfill their obligation of the sale. they need to send those items to me. if you go to this website as i just did ***************************** ] you will see they are still offering the dvds as in mine plus another added item. what can bedone to have them sendme those items inthemail

Regards,

**** *******
Business Response
Date: 04/03/2023
Our Customer support Portal is always live and working fine. We have sent another invitation link to customer's email *************** to register on our portal.
An order has now been placed for physical DVDs, Healthy Eating Guide(included in Manual) and Tracking Calendar. The order has been processed and forwarded to our 3rd party fulfillment warehouse for packaging and shipment. An automated shipment notification with the tracking number will be sent to customer's email when the order ships from the warehouse. Attached for Reference.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 04/11/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

sorry i had not responded as i was ill and had not been on the computer. however they did not fill the order they were sending. the four dvds wer the welcome, beginner, intermediate and advanced. i recd one dvd ehich was core not part of the package and their third party also did not send the healthy eating guide

Regards,

**** *******
Business Response
Date: 04/13/2023
A replacement order ********* was placed after receiving a helpdesk ticket from customer regarding missing parts and it was DELIVERED on Saturday 4/8/2023 at 1:34 pm through ***** Tracking **********************. Attached for Reference.
Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance.
The customer has an active account on our customer support portal through which we can be reached at anytime. The customer has also been approved on Online Streaming Site for accessing training videos.
We are currently in contact with the customer through active helpdesk ticket ******** to provide further assistance.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 04/13/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

very misleading when you cannot get the itemsthat should be with the shipment and what you have to go thru to seek resolution.. still had not recd those 4 dvds - welcome, beginner, interemediate and advanced. pictures of all in attachments

Regards,

**** *******
Business Response
Date: 04/14/2023
The customer has been informed in active helpdesk ticket ******** that all 4 exercise levels are COMBINED INTO 1 DVD FOR EASE OF USE. The same information is available on our website also on checkout page. Attached for reference.
Customer Answer
Date: 04/14/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

still not the correct dvd/dvds. When
I purchased this thru the ad in my ******** game, it did not say 4 dvds into
one. What I recd the second time was the CORE MOBILITY DVD, for
back, spine, and pelvic flexibility. The welcome, beginner, intermediate and advanced were not on
that dvd. How difficult is it to get the correct items they advertise. so sorry getting frustrated. thank you for your assistance

Regards,

**** *******
Business Response
Date: 04/18/2023
The replacement order was placed for missing DVD on 4/3/2023 and delivered to the customer. However, the wrong DVD was sent due to inventory mix up at our 3rd Party fulfillment Center.
The issue has now been identified and corrected.
A new replacement order has now been placed for correct DVD which includes Welcome, Beginner; Intermediate and Advanced Exercises. Order Confirmation Attached.
The customer will receive an automated shipment notification with the tracking number to her email when the order ships from the warehouse.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 04/19/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

i will need to wait to see what they send. the 3997 was in the last shipment they sent which was the core mobility. i have responded to their email stating that and they came back that it will be the correct one. please keep this open until i receive the package. thank you

Regards,

**** *******
Customer Answer
Date: 04/26/2023
Better Business Bureau:

Although Thane USA, Inc proposed an adequate resolution to complaint ID ********, they have failed to carry out this resolution as promised. For your reference, details of the offer I reviewed appear below.

i have now finally recd the initial dvd i supposed to get. cannot believe what i had to go thru. i wish to thank this rep for all the assistance in this matter . i greatly appreciate it. have a nice day

I request that this complaint be re-opened and the business contacted.

Regards,

**** *******
Initial Complaint
Date:03/27/2023
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.
On or about December 22, 2022, my wife Sharon ****** ordered a product from Thane USA. Charged to our **** on December 29, 2022 for $425.26. Order #*********. She changed her mind about the purchase and when the product was received via *** GROUND on January 25, 2023 we were home and refused the shipment, giving it back to the *** delivery person. We contacted Thane and we’re told we needed to get a return voucher to send it back. We explained that we refused shipment and gave it back to *** to return to sender. We noticed Thane refunded $79.98 to our ****, but that is all and they refuse to refund the balance of $345.28. And continue to give us the runaround. They said they never received the product back, but the is not our problem. Please help
Business Response
Date: 04/05/2023
The order was placed on 12/28/2022 7:23:00 AM by phone for H2O Steam FX Pro along with other accessories. Attached for Reference.
The order was delivered on Wednesday, January 25 at 3:47 P.M. through *** ******** ******************. Attached for Reference.
The $79.98 refund was processed for 2 H2O Steam FX Bendable Pole and X-Flex Mop Head before the order was shipped as this accessory was on Back Order.
The customer reached out to us through helpdesk ticket ******** and informed us that the shipment was refused. The customer was informed that when the order is refused, the original tracking information is updated by the carrier for refused shipment which has not been updated in this case.
We are unable to initiate the refund without the updated tracking until we receive the refused shipments back in our warehouse. At this time, we still have not received the shipment back at our warehouse. Our 3rd Party Fulfillment Center also reached out to the carrier to investigate the delivery and informed us that the package was delivered to the customer. Shipment Proof Attached for Reference.
Kind Regards,
Thane USA Inc.
Business Response
Date: 04/14/2023
The order tracking still shows that the shipment was delivered on Wednesday, January 25 at 3:47 P.M. through *** ******** ******************.
At this time, we still have not received the shipment back at our warehouse even after being refused. Our 3rd Party Fulfillment Center also reached out to the carrier to investigate the delivery and informed us that the package was delivered to the customer.
In Good Faith of the Company, we have now processed a refund for purchase price of this order to the customer's bank account. We allow 5-10 days for it to reflect in the account.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 04/17/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ******
Initial Complaint
Date:03/23/2023
Type:Delivery 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 have been charged almost $200 on my credit card. Once in Feb and once in March and still have or received my product. I would like my ab doer or a refund. Thank you
Business Response
Date: 03/30/2023
The original order US-****************** was placed on our website on 2/15/2023 12:18:38 PM for Ab Doer 360.
The order was shipped through *** **** ******** ****** *******************
We reached out to our 3rd Party Fulfillment Center and the Carrier to investigate the matter after receiving the complaint from the customer. As per the update, the shipment was found to be lost in transit.
We reached out to the customer through helpdesk ticket ******** with the update and offered a reship of this order along with a 10% discount on purchase price which the customer accepted.
The replacement order has been processed and forwarded to our 3rd party fulfillment warehouse for packaging and shipment.
An automated shipment notification with the tracking number will be sent to customer's email when the order ships from the warehouse.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:03/20/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order date is 1/6/23. The Total Flex Unit W/Prorack was ordered from phone # on TV, by my 84 yr old mom. She cannot use equipment, been calling and emailing all phone numbers provided online but none of the work. This company is impossible to contact. Mom does not have an email address or the order number. We need to return the item and want complete refund. Packaging invoice included. This is the worst company ever!!!!!
Business Response
Date: 03/21/2023
The order was placed by phone on 1/5/2023 1:20:00 AM for Total Flex L with Performance Pack. Attached for Reference.

The order was delivered on Thursday, January 12 at 12:54 P.M. through *** ******** ******************.

Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ****************m at any time for assistance.

We reached out to the customer through helpdesk ticket ******** to provide RMA Number and Return instructions to make an exception even though the return is past 30 days now.

The return authorization number is RMA # *****. We request to include this RA number on the shipment.

Return Ship to address ****** *********** ***** ***** ******* *** ***** ** *****

Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account. We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly.

Kind Regards,
Thane USA Inc
Customer Answer
Date: 03/22/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******** ***********
Initial Complaint
Date:03/17/2023
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.
Did not receive the complete order. Several major peices are missing and packaging badly damaged. I need a RMA label to return the product or have the missing peices replaced. Please send me a number to call which will allow me to speak with a person. Order details Confirmation number******************Purchase dateFeb 28, 2023 10:36 AM Eastern TimePurchase amount$129.00Purchase methodxxxxxxxxxxxx1995Billed and shipped to****** *********** *** ***** ************ Texas ********************************** QtyOffer CodeItem DescriptionPriceS&HTotal1230-MAIN13-1PH2O MOP X5 @ $129.00 FREE s&h$129.00$129.00 Subtotal: $129.00Shipping: $0.00Tax: $0.00Total: $129.00
Business Response
Date: 03/20/2023
The order was placed on our website on 2/28/2023 10:36:51 AM for MOP X5. Attached for Reference.
The order was delivered on Sunday, March 05 at 2:08 P.M. through UPS tracking ****************** *** **** ******** ***************************
Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ***************** at any time for assistance.
The customer reached out to us through helpdesk ticket ******** on Mar 8, 2023 12:38 PM to inform us about the damaged package that he received.
We investigated the matter with our 3rd party fulfillment center and the carrier as we only ship out the intact packages from our fulfillment centers. We believe the package carton got damaged in transit.
In Good Faith of the Company, a reship of this complete order was processed on Mar 13, 2023 and delivered on Saturday, March 18 at 4:35 P.M. as per *** ******** ****************** *** **** ******** ************************56. Attached for reference.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 03/30/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Was not satisfied with the customer service issues.

Regards,

Edward *******
Initial Complaint
Date:03/17/2023
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 have attempted to contact the company's customer support for the H2O mop X5.
order # US******************** The site requires me to set up an acct. thru a hub on said website before I can contact their customer support, but the hub never connects making it impossible to establish an acct, thereby impossible to contact the company nor receive any support for the product I have purchased.
Business Response
Date: 03/23/2023
The order US-****************** was placed on our website on 3/9/2023 9:21:03 AM for MOP X5. Attached for Reference.

The order was delivered on Thursday, March 16 at 2:08 P.M. through *** tracking ****************** *** **** ******** ***************************

Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ***************** ** *** **** *** ***********

The customer was sent 4 invitation links to his email ********************** but all the links expired.

We reached out to the customer through helpdesk ticket ******** to inquire about the issue and currently in conversation with him through the same ticket.

Kind Regards,
Thane USA Inc
Customer Answer
Date: 03/23/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

******* ****
Unless I allow the business to install 3rd party tracking cookies on my computer, the hub that allows an acct to be set up never connects

Business Response
Date: 03/28/2023
We are in contact with the customer through our ticketing system via the support portal ticket ******** and are happy to assist the customer with any assistance he may require pertaining to his purchase of the H2O X5 Mop.
Initial Complaint
Date:03/14/2023
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 purchased a product from Thane on February 13, 2023. After receiving it I realized it did not work as I expected, so I put in a request for a refund. I received an email saying further return instructions would be emailed to me in 1-2 business days. No instructions ever came. Therefore, after several days I put in another request for a refund. I received the same email as before about needing to wait for further instructions which would take 1-2 business days. I never received those instructions. I then put in a third request several days later, and STILL have not received instructions on returning this product. We are now 30 days from the date I ordered the product.
Business Response
Date: 03/15/2023
The order US******************* was placed on our website on 2/13/2023 1:44:23 AM for H2O HD.
The customer has an active account on our customer support portal through which we can be reached anytime.
The customer reached out to us through helpdesk ticket ******** first on Feb 23, 2023 to which our customer service team responded accordingly with email attempts on separate dates to provide RMA and return details.
The customer submitted a few more tickets on different dates and our team kept responding accordingly on all the tickets. The customer was also reached out through phone ************ on March 15, 2023 and was left a voicemail with the return instructions.
The Return Authorization Number is RMA ******. We request to include this RMA number on the shipment and request to provide us the return tracking number so that the refund can be processed.
Return Ship to address: ****** ***********
***** ***** ******* *** ***** ** *****
Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account. We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:03/07/2023
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.
Date of transaction: Feb 3, 2023
Item ordered and charged to credit card $244: Thane: H2Ox5 Dual Blast steamer
Steamer received but a part is missing because the "glider" does not fit the steamer, and phamplet claims there is a Safety Pressure Valve, but there is none. When trying to use the steamer, hot steam gushes out of the unit. I have tried for days to reach Thane customer care but it is a run-around. I receive "no-reply" emails from Thane stating I need to create an account. I tried to create an account and a message while on the portal states "cannot find my account. ' I tried calling customer service number as provided in Thanes terms and conditions policy regarding returns and it is either disconnected or they do not answer. Thane's return policy expires after 30-days of receipt. My 30-days expires March 9. I believe that Thane is deliberately avoiding calls and communication via their customer service portal to void the 30-day return policy thereby leaving the customer without any recourse. All I want is my money refunded to me and a return label so I can return the steam cleaner.
Business Response
Date: 03/09/2023
The order was placed over the phone on 1/29/2023 12:13:00 AM for H2O Mop X5 Dual Blast Deluxe Elite System ; H2O Mop X5 Super Clean Kit and Extended Warranty. Attached for Reference.

The order was delivered on Thursday, February 09 at 12:33 P.M. through *** tracking *******************

Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website support.thane.com at any time for assistance.

The customer has an active account on our customer support portal through which we can be reached anytime.

The customer reached out to us through helpdesk ticket ******** from her email b********************* and was provided the Return Instructions as requested.

The return authorization number is RMA # *****. We request to include this RA number, Order number and name on the shipment.

Return Ship to address AMWARE FULFILLMENT ***** ***** ******* *** ***** ** *****

Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account. We suggest sending us the tracking number when the customer returns the item so that the refund can be initiated accordingly. Return Policy attached for reference.

Kind Regards,
Thane USA Inc.
Initial Complaint
Date:03/06/2023
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 ordered a X-5 MOP from Thane. There were no instuctions. This is a horrible product. I have called every number listed on the internet. There is no way to contact them. I can not register the product to get any information on how to return this product. It is poorly made. I am going to dispute it on my credit card and return it with only the information that I have.
Business Response
Date: 03/08/2023
The order was placed over the phone on 2/25/2023 12:24:00 AM for H2O Mop X5 Dual Blast Deluxe Elite System. Attached for Reference.

The order was delivered on Friday, March 03 at 2:03 P.M. through *** ******** *******************

Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website [email protected] at any time for assistance.

The customer was sent an invitation link twice to her email ********************** to register on our customer support support but it was not done and the links expired. We are not in receipt of any helpdesk request from the customer.

The customer reached out to us through helpdesk ticke to hert 42302228 email ********************** and was provided the Order Details and Return Instructions.

The return authorization number is RMA # *****. We request to include this RA number, Order number and name on the shipment.

Return Ship to address ****** *********** ***** ***** ******* *** ***** ** *****

Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account. We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly. Return Policy attached for reference.

Kind Regards,
Thane USA Inc.
Customer Answer
Date: 03/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I received your letter in regards to my complaint against THANE USA. The ID is ********. I insured the package for $600.00 through ***. Tracking number is 1230307316A036610. THANE has no phone number. I tried all that I could find and none of them worked. I could not navigate their website. They make it very hard to contact. On the credit card bill, there is no number. I returned the X-5 Mop on Tuesday March 9, 2023. I can't get in touch with *** nor THANE. I have my receits from ***. They did not send a RMA# ***** until I had already returned the X-5 Mop which cost me $62.63. The product came with no invoice nor instructions. I can not navigate their Customer Service, ****************** The letter says that I needed RMA#***** ******* ****** *********** ***** ***** **** *** ***** ** *****. I did not have any of that information at the time I returned thwe Mop-5. I sent it to the address that was on the box. These people are scamming me. I could not email them or call them. Their website I cannot navigate. I did not receive any instructions on how to do a return. The product is cheaply made and not as they advertised. Please help me with this return. Regards, ****** ******
Business Response
Date: 03/16/2023
Our Customer Service Team is fully online as we do not operate an inbound phone line. Our customers can reach us through our customer support portal at ************************** anytime.
The customer did not reach out to us before shipping the order back to our warehouse. The return policy is presented to the customer on the product website and on their packing-slip.
The refund has already been processed to customer's bank account on 3/14/2023 after receiving the shipment back at our warehouse. We allow 5-10 days for it to reflect in the bank account.
Kind Regards,
Thane USA Inc.

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