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Business Profile

Internet Marketing Services

Thane USA, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Marketing Services.

Complaints

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

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Thane USA, Inc has 4 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/03/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 tried to buy a number of items from this company,in which my $268.85 come out of my ******* *** *** account ending **** checking. Between the company or capital, the money wasn't return to my account. ******* *** representer claim that she didn't see it but made me pay back $216 dollars from a check that I cashed. But no $268.85 was not return to my account. Thane USA company is still trying to get money out of my account after months of me trying to figure out how an were the money when. I didn't see it in my account summary an again ******* *** online 360 says they don't know anything about, but it show that the attempt's are still going on to try and get more money. Now I'm out of $268.85. ******* *** 360 online $216 in my account before I had to go to the branch. Thane USA company tried a number of times an still is trying to process a other that was supposed to be already in my position. These two companies need BBB an I to resolve this issue because I can't do it all by myself! Can you please help me!!!!

      Business Response

      Date: 03/06/2023

      The order was placed on our website on 01/31/2023 7:17:57 AM for H2O HD DUAL BLAST DELUXE KIT.

      Our system tried to charge the card with 1 week intervals to process the order, however the card kept getting declined due to insufficient funds.

      No actual charge was made to the customer's card . The charge of $268.85 was a pre-authorization which was cancelled on Feb 7, 2023.  It takes a few days for the money to reach the bank account. This refund goes through in the form of a reversal.

      The order has now been cancelled.

      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:02/21/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      My elderly mother ordered the X5 mop over the phone. She does not have an email and does not have an order confirmation. She is unable to use the mop and needs to return it. I have attempted to find information about how t begin the return process for her, but without an order confirmation, I am unable to do so. The company does not provide a way to actually speak with a human being in order to address an issue such as this. It would seem that this is the case for others too who have filed a complaint.

      Please advise as to how I begin a return process for her without an order confirmation number. Thank you in advance.

      Customer Answer

      Date: 02/22/2023

      Thank you. My mother’s contact information used to place the order:

      ******* *******

      ***** ********

      **** ****** ***** *****

      *********** ** *****

      Business Response

      Date: 02/24/2023

      The order was placed by phone on 2/7/2023 1:23:00 AM for H2O Mop X5 Dual Blast. Attached for Reference.

      The order was delivered on Friday, February 10 at 11:19 A.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 ***************** at any time for assistance. 

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

      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. Return Policy attached for reference. 

      Kind Regards,
      Thane USA Inc. 

    • Initial Complaint

      Date:02/15/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Had been attempting to cancel purchase since I bought the product. After failure several times to access their website the company directed me to, to set up an account and also several attempts to email them at ************************* including several attempts by phone to contact them at several numbers on their website ************** *** ************** no answer and busy signal , The only response I received from them were attempts to collect payment and threatening to report me to credit bureau through my email and time I would respond to cancel my order. Finally, through the website pissed off customer I reported and complained my problem with the company, finally they responded and guess what through my email. They had sent me a letter to where to return product which I have attached and in the letter they are not paying for return. I rightfully should get a full refund of the cost to return product $62.64 since I had been attempting to cancel the product since I purchased it but they still sent it to me. It’s as if I am being forced to buy their product very bad business practices and the customer has to suffer for it. Purchase date was around 12/17/2022

      Business Response

      Date: 02/23/2023

      The order was placed on our website on 12/10/2022 1:49:09 PM for Orbitrek MX.

      The order was delivered on Friday, December 23 at 1:27 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 ***************** at any time for assistance. 

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

      We reached out to the customer on her email **************** through helpdesk ticket ******** to provide RMA number. The customer was advised as per the Return Policy attached and available on our website also that a refund will be initiated for the purchase price, less shipping and handling to customer's account. Also, the customer is responsible to pay for return shipping and handling.

      We received the product back at our warehouse on Monday 2/13/2023 at 12:50 pm as per ***** ******** ************. However, the refund could not be processed as the customer had already filed a dispute with her bank.

      Kind Regards, 
      Thane USA Inc. 

    • Initial Complaint

      Date:02/13/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 the HD MOP X-5 MOP on January 17th. @ 1:35 am. at a cost of $158.97. I received the mop about 7 days later. The mop had a middle skew missing causing it to lean to the right and will not stand up. It seems to be top heavy and falls when you stand it up.
      I have been trying to get in touch with the company at the following phone numbers.
      ************* *********** *** ************. None of these numbers are in service.
      I have a 30 day Money back guarantee and I would like them to honor it.
      I tried to use Thane's online return system, but it only knocked me off.
      I have no other way to get in touch with the company but through you. Do you have another phone # for this company? I did not use the steamer because it would not stand.
      Your assistance in helping me clear up this matter would be greatly appreciated.

      Business Response

      Date: 02/17/2023

      The order was placed on our website on 1/16/2023 for H2O HD. Attached for Reference. 

      The order was delivered on Tuesday, January 24 at 11:01 A.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 [email protected] at any time for assistance. 

      A registration link was sent to customer's email ****************** on 1/17/2023 and 1/18/2023, however the link expired as customer did not register while the link was still valid.

      We reached out to the customer on her email ****************** through helpdesk ticket ******** and requested to send us some pictures and a video so that we can provide a replacement of the defective part if any under our 1-Year Limited Warranty. Attached for Reference.

      Alternately, 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. Return Policy attached for reference. 

      Kind Regards,
      Thane USA Inc. 

      Customer Answer

      Date: 02/21/2023

      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.

      Can you tell me what the shipping and handling charges age?



      Regards,



      ******* ****

      Business Response

      Date: 02/23/2023

      The order was placed with Free S&H. The customers can choose any carrier of their choice to return the product as every company charges differently.

      The order has been returned to our warehouse through **** tracking **********************. The refund was initiated to the customer's account on 02/21/2023. We allow 5-10 for it to reflect in customer's bank account.

      Kind Regards,

      Thane USA Inc. 

    • Initial Complaint

      Date:02/10/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 placed an order for a steam mop after I had given my credit card number the site started offering options that were assumed to be part of the original ordered product as displayed on the infomercial. The price should have been 129 dollars but the charge was 158 dollars. I registered the web site but when I attempted to login it said my user name was not correct and there was no way to question the charge or the order.
      There is no phone number nor a way to cancel an order once you have given you credit card number. This should be illegal and at best is shady.

      Business Response

      Date: 02/13/2023

      The order was placed by phone on 02/05/2023 for H2O Mop X5 Dual Blast. Attached for Reference. 

      The order was delivered on Thursday, February 09 at 9:21 A.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 [email protected] at any time for assistance. 

      The customer has an active account on our customer support portal. 

      We have different mop models available with different configurations that makes the price difference. In this case, the customer selected the upgraded model than the base model. 

      Kind Regards,
      Thane USA Inc. 

    • Initial Complaint

      Date:02/08/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 1/31/2023, I ordered the X-5 Mop from a commercial on TV. The commercial says it would be taken in 3 payments from my credit card. The Thane company took the entire amount of $213.35 on 2/1., causing an overlimit of the credit card. The website says that I should have received an email from them with a registration number on it and they cannot do anything without that number. I want them to credit my money back to the credit card and take the correct amount that they should have taken. Thank you! ******** ******

      Business Response

      Date: 02/09/2023

      The order was placed on 1/30/2023 for MOP X5 DELUXE ELITE SYSTEM. Attached for Reference. 

      The order was delivered on Friday, February 03 at 1:57 P.M. at Front Door 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 email address was not provided while placing the order over the phone due to which the customer did not receive any order confirmation. 

      We have various payments options available while placing the order over the phone and on our website.  We received this order under 1 Pay payment plan in our system. As the order has already been processed and delivered, unfortunately we are now unable to make any changes to the payment plan. 

      We reached out to the customer through helpdesk ticket ******** to offer 20% discount on full purchase price in Good faith of the company.

      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 02/15/2023

      [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,


      ******** ******

       

      They offered a 20% discount on my account and I have accepted it.  The funds were put back into my account.  Thanks for your help in getting this taken care of.  ******** ******

    • Initial Complaint

      Date:01/31/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 an H20 Steam Mop and accessory kit from Thane USA. I am not happy at all with the purchase. I have tried and tried the website to get an RMA number, viewed the video of how to get my RMA number, had my daughter help, and there is no way to even get to log on to the site to get my RMA number. It says I have an account, but I don't know my password. And when I put retrieve password, the website says they will send my password to my e-mail, and it never comes. I tried to call their number listed for their company of ************, and it's not a working number. I have contacted my credit card company for help, they also were unable to get an RMA number or get me a refund. This whole process has taken over my 30-day return period, and I feel that may be their game. I just wanted to return my product. It's in exact condition as they sent it to me, they can re-sell it if they want. I think they just don't want to receive returns. Please, if you can help me get an RMA number and help me with the company allowing me to return my product, I would so much appreciate it. I am an elderly man on a fixed income, and this refund amount makes a huge impact on me. Thank you for any assistance you can give me.

      Business Response

      Date: 01/31/2023

      The order was placed on 11/01/2022 for H2O Steam FX Pro. Attached for Reference. 

      The order was delivered on Monday, November 14 at 1:13 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 [email protected] at any time for assistance. 

      Two registration invitation links were sent to the customer's email address on file ******************* on 11/03/2022 and 11/08/2022 to enable the customer to register on our customer support portal, however at this time the customer has not yet registered and the links have expired. A new registration link has once again been sent to the customer's email address at ******************** 

      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 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 return the item so that the refund can be initiated accordingly. 

      Kind Regards,
      Thane USA Inc

    • Initial Complaint

      Date:01/27/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 H2O mop and I did not like it I emailed the co to advise. 11/28/22 they gave me RMA ***** to put on the box. My tracking shows they received it 12/5/22 you can't get a hold of a human I've sent email to ************************ and keep getting an email message not valid email and that's the email they sent me and I need my money. Thanks for your assistance

      Business Response

      Date: 01/27/2023

      The order was placed over the phone on 11/15/2022 for H2O Mop X5 Dual Blast. Attached for Reference.
      The order was delivered on Wednesday, November 23 at 11:43 A.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 [email protected] at any time for assistance.
      The customer has an active account on our customer support portal through which we can be contacted anytime by submitting a help request.
      We received first helpdesk request through ticket ******** on 11/25/2022 regarding return of the product to which our customer service team responded accordingly with RMA number and requested to provide us the return tracking number so that the refund can be initiated accordingly. We are not in receipt of any tracking information or communication after that.
      The refund is processed once the order is received by our fulfillment department. The refund has been initiated to customer's account today.  We suggest 5-10 days for the refund to reflect in the bank account.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:01/24/2023

      Type:Product Issues
      Status:
      Resolved
      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.

      Consumer no email. Taken by phone.  dh

      Recently purchased the H2O MP x5 Elite as seen on TV commercial. Trying to put pieces together, now they will not come apart, so can't use. Can not read the instruction book, the printing is too small.  Paid with credit card.  Has tried to call several different numbers with no success.  

      Business Response

      Date: 02/01/2023

      The order was placed on 12/30/2022 for MOP X5. Attached for Reference. 

      The order was delivered on Friday, January 06 at 12:15 P.M. at Front Door 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 does not have an email address. So, we reached out to the customer through phone ***** ******** to provide RMA Number and Return instructions as the customer requested. 

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

      Return Ship to address AMWARE FULFILLMENT 16620 STAGG STREET, VAN NUYS, CA 91406 

      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: 03/15/2023

      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.


      the consumer has called the BBB again asking that the company explain where the additional $43.00 is.  The company response says refund was made for $129, however she has only received $86 to her account.  Where is the other $43.00?



      Regards,



      ****** *******

      Business Response

      Date: 03/16/2023

      The order total was $143.95. The refund was processed for $129.00. Attached for reference.

      We suggest the customer to check with her bank for further details.

      Our 30-day money back guarantee entitles to a full refund of the purchase price, less the shipping and handling charges. 

      Kind Regards, 
      Thane USA Inc. 

    • Initial Complaint

      Date:01/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 November 21,2022 called Thane to request the H@o mopx5 went to web site entered inormation (gave wrong CDC number) but correct account number at this point I was instructed to purchase additional attachments I tried to proceed with purchase but screen was frozen eventually closed transaction after 15 minures I tried again gave all information plus accurate CDC number at this point in the transaction after I I ordered some attachments was complete.

      On November 23,2022 (two days cater) two packages came to our address. We are both in our 80's and after lifting the packages into the house realized our age and abilityt o handle such a heavy product (advertisement didnt indicate such. we requested a return there was no way to contact Thane except their web site which I found near impossible to nagivate. I decided to stop payment on the items since one was not ordered or vagreed to.
      Now Jamuary 19,2023 after numerous attempts to file for a refund rhe web site kept saying uNABLE TO LOCATE YOUR ACCOUNT (even though they have sent me 15 advertisements to my EMAIL. ******** ******* the account we have had for 47 years has met with no acknowledgement .
      following are the Order numbers are ****** *** *******.
      We have an approval from Thane to return the two mops which we did and they acknowledged the fact, only problem is they dont do any refund without me registering on their web site (which i have tried to do over 10 times with no results. MY account still shows the 143.95 for the second mop and with the first they refunded me the first payment of v$71.28 but continued to charge the second and third payment of $56.35.
      I might be rambling on but there is so much catch 22 with this company I have to report it.
      any questions or clarification you require please please call me./

      Thankyou ****** ********

      Business Response

      Date: 01/30/2023

      The customer placed two orders by phone and online; Order ****** on 11/21/2022 for H2O Mop X5 Deluxe Elite System and Order ****** on 11/22/2022 for MOP X5. For Order ******, the customer opted for a 3-pay monthly installment payment option. 
       
      Both the orders was delivered on Wednesday, November 23 at 2:20 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 [email protected] at any time for assistance. 

      A registration link was sent to customer's email ********************* on 11/22/2022 and 11/29/2022, however the link expired as customer did not register on time while the link was still valid. 

      We received the first helpdesk request from the customer through ticket ******** *n 12/07/2022 requesting to return the products.  As per the terms of our Return Policy, our customer service team provided the customer with the Return Authorization numbers for both orders to be returned to our warehouse. The refund to the customer's account can only be processed once the items are received by our fulfillment center. 

      The customer did not provide us with the tracking number for the return shipments. The 2nd installment payment for Order ****** was charged automatically by our system on the due date; at the time, the item was not returned to our fulfillment center.   

      The items were returned by the customer on 01/01/2023 and the refunds for Order ****** was processed on 01/01/2023 for 1st and 2nd installment payment.

      The return for Order ****** was processed on 01/24/2023 in the amount of $129.  As per our return policy on our website ******************************************** , the shipping and handling charges are non-refundable.

      At this time, the customer has been refunded in full for both orders. 

      Kind Regards,
      Thane USA Inc.

    Thane USA, Inc is NOT a BBB Accredited Business.

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