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Thane USA, IncThis business is NOT BBB Accredited.
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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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Submit a ComplaintThe 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:01/17/2023
Type:Service or Repair IssuesStatus: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 steam mop. I’ve been trying to contact the company to return the product for a refund. I am not happy with this product at all. I’ve tried login into support it says it cannot find my information I’ve tried them apparent isn’t a working number and I have tried emailing them and email won’t go thru. I want my refund before my 30 days are up.Business Response
Date: 01/19/2023
The order was placed on 12/24/2022 for H2O Mop X5 Dual Blast. Attached for Reference.
The order was delivered on Thursday, January 05, 2023 at 2:37 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.
The customer has an active account on our customer support portal. However, we are not in receipt of any emails sent by the customer through our support portal.
We reached out to the customer through helpdesk ticket ******** to provide RMA Number and Return instructions.
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.Initial Complaint
Date:01/12/2023
Type:Product IssuesStatus: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 order exercise equipment with workout band. The bands were delivered but no other equipment. Looking at the *** tracking details, tracking number have 1.20lbs. Impossible for the exercise equipment. I have received a call back as of yet.Business Response
Date: 01/17/2023
The order was placed on 1/5/2023 for Total Flex L w/ Performance Pack and Additional Resistance Bands. Attached for Reference.
The order was delivered in 2 separate packages on Wednesday, January 11, 2023 and Thursday, January 12, 2023 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.
We received first helpdesk request through ticket ******** regarding tracking number to which our customer service team responded accordingly with tracking information.
Kind Regards,
Thane USA IncInitial Complaint
Date:01/10/2023
Type:Product IssuesStatus: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 ordered this for my mother but she finds it to hard for her to use plus the piece that goes on the carpet is broken. Tried every way to get ahold of them but have not been able to. I need some help. I need a refund so I can find something simpler for my mother.Business Response
Date: 01/17/2023
The order was placed on 12/24/2022 for H2O Steam FX Pro. Attached for Reference.
The order was delivered on Friday, January 06, 2023, 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 ***************** at any time for assistance.
Two registration invitation links were sent to the customer's email address on file on 12/25/2022 and 12/29/2022 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 41232647 and requested to submit some pictures and a video for us to look at, so that the defective part can be replaced under 1 Year Limited Warranty. Attached for reference.
Kind Regards,
Thane USA IncInitial Complaint
Date:01/10/2023
Type:Customer Service IssuesStatus: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.
On 11/29/22 I saw a demonstration of X-5 Mop on television and made a purchase of said item from Thane USA for $158.97, which I paid for with my debit card. The item was delivered about 2 weeks later. Once I opened the package, I realize I didn’t like the product, the delivery slip stated I have 30 days to return item, and instruct me to go to their portal, *****************, which I did and created an account, after I put all info that they asked for, it tells me in red, that they cannot locate my name, and also instructs not to do more than one request. I also researched and found multiple phone numbers which I called multiple times and they’re all busy or has technical issues. Please help me get my refund. Thank you. PS: I also got on a chat with some named Pearl, and after a little while she sent me a strange screen to chat with someone else which I had to pay for.Business Response
Date: 01/17/2023
The order was placed on 11/27/2022 for H2O Mop X5 Dual Blast. Attached for Reference.
The order was delivered on Thursday, December 01, 2023, 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 [email protected] at any time for assistance.
Two registration invitation links were sent to the customer's email address on file on 11/29/2022 10:54:53 AM and 11/30/2022 4:46:42 AM 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.
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.
We do not operate a live chat and do not have any employee by the name Pearl at Thane.
Kind Regards,
Thane USA IncBusiness Response
Date: 01/31/2023
As per the Return Tracking Number ********************** through ****, the shipment was delivered on January 25, 2023, 8:24 am at our fulfillment Center, the refund has been processed to customer's account. We allow 5-10 days for it to reflect in bank account. The same has been informed to customer through helpdesk ticket ******** on 01/31/2023.
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. However, the customer was trying to send an email to our website address ***************** and received an undeliverable message.Customer Answer
Date: 02/02/2023
[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,
Elise Kauffman
Dear Ms Hickle:
I thank you for assisting me with the issues I had with this business.
There was a final resolution to my satisfaction and I appreciate your help.
Respectually
Elise Kauffman
Initial Complaint
Date:01/06/2023
Type:Service or Repair IssuesStatus: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 H2MOP X5 Elite on May 31, 2022. Because it no longer works I have unsuccessfully tried to reach this company's customer service for several days and it is unavailable. In fact one of their phone numbers is incorrect and connects to a medical alert company. I used the second number that is in the guide manual which is 800-762-4427. The incorrect number in their manual is 800-377-0519. This product has been nationally advertised but there is no way to contact them for replacement or repair.Business Response
Date: 01/17/2023
The order was placed on 5/30/2022 for MOP X5. 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 ***************** at any time for assistance.
The customer has an active account on our customer support portal.
The customer successfully registered and logged into our support portal on 7/2/2022 however we are not in receipt of any emails sent by the customer through our support portal.
We reached out to the customer through helpdesk ticket ******** and requested to submit some pictures and a video for us to look at, so that the defective part can be replaced under 1 Year Limited Warranty. Attached for Reference.
Kind Regards,
Thane USA IncCustomer Answer
Date: 01/20/2023
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 have a response finally from Thane and I'm to send a video of this mop NOT WORKING. I don't know what this can do to convince them that I'm entitled to a new mop. I have followed every instruction several times and this mop has only about 12 to 15 hours of use.What is the next step?
Regards,
Phyllis *******Business Response
Date: 01/28/2023
The customer provided the images requested on Jan 17, 2023 at 5:37 PM.
Our Customer Care Team responded to the customer on Jan 18, 2023 at 9:52 AM to acknowledge receipt of the images and advised the customer that a replacement order would be placed under the warranty terms, attached for reference and noted below.
A secure payment link was sent to the customer and confirmation of payment made by the customer was received from the customer on Jan 20, 2023 at 3:28 PM.
The replacement order was placed the same day and the customer was advised by email on Jan 20, 2023 at 4:07 PM via email at ********************. Replacement order summary attached for reference.
The replacement order number ********* ******* **** *** ******** * ****************** *** ********* ** ********* ******* ** ** ***** **** ** ******* *** **** ******** * *************************** ******* ******** ******* ******** *** **********
WARRANTY:The product has a limited one-year warranty. The product purchased from Thane USA Inc is warranted against defects in materials and workmanship under normal use and service to the original owner for one (1) year from date of original purchase (“Warranty Period”). Should the product prove defective during the Warranty Period, the customer should email our Customer Service Center at ********************************m Under this limited warranty, Thane USA Inc will replace any parts found to be defective due to a manufacturer’s defect. A shipping and processing charge will apply to any replacement undertaken by Thane USA Inc.
Initial Complaint
Date:12/28/2022
Type:Product IssuesStatus: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 gym equipment in October 2023. Only part of my order arrived. They keep saying they sent everything and i have not received the reset of the pieces. I have repeatedly asked to return what was sent and they refuse to send return packing slip for return and refund. They have no contact number just a site to send complaints. I just want to return what i have and get my money backBusiness Response
Date: 01/06/2023
The order was placed on 10/23/2022 for Total Flex L w/ Performance Pack. Attached for Reference.
The order was delivered on Saturday, October 29, 2022, through *** ******** ******************. 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 ***************** at any time for assistance.
The customer has an active account on our customer support portal.
We received first helpdesk request through ticket ******** regarding missing part of the order. Upon investigation with our 3rd Party Fulfillment Center and the carrier, missing part of the order was re-shipped to the customer.
The customer later requested to return the product. The return instructions were provided to the customer in another ticket 40787239.
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 IncInitial Complaint
Date:12/27/2022
Type:Customer Service IssuesStatus: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 the H2O mop X5 base mob and added the mop X5 Elite super clean all-purpose kit. Order number ignite ***********. The order confirmation shows an address of **** *********** ***** *** ***** ****** *****. My address is **** ****** ***** ***** *** ***** ****** *****. I contacted through a support email about this situation that they were sending it to the wrong address that they never responded. It was received on the 14th of December at the wrong address I have contacted the people and they're saying they did not receive the Box even though they the tracking says it was delivered at the front door. The total price is $165.78. I don't know what to do I can't contact them the contact phone numbers do not go through I have tried and tried and tried now I'm at my wits end. I did not receive my product I would like a refund or my product. It's not my fault I did give them the correct address I don't know why this happenedBusiness Response
Date: 01/05/2023
The order was placed on 12/6/2022 for MOP X5 and Super
Clean Kit. Attached for Reference.
The order was delivered on Wednesday, December 14 at 6:22
A.M. through *** ******** ******************* 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 ***************** at any time for assistance.
The customer was sent an invitation link to register on our
customer support portal however the link expired as customer did not register.
We received a helpdesk request through ticket ******** to
cancel the order however the order was already processed to ship from the
warehouse. The customer was requested to refuse the shipment on arrival.
The following billing and shipping address was provided
while placing the order over the phone:
**** *********** **
*** ****** ** *****
As per our cancellation terms mentioned in FAQ on our
website ************************************* , in our efforts to get the order
delivered to our customers as quickly as possible, the customers may have as
little as one hour or less from order placement to cancel your order. Our
systems are automated to ensure the fastest order processing and shipment times
possible and once an order has been processed and sent to fulfillment, we are
unable to cancel an order.
Kind Regards,
Thane USA Inc.Initial Complaint
Date:12/19/2022
Type:Customer Service IssuesStatus: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.
Ordered a steam mop from Thane USA. Came in with broken parts. No way to contact them. Website requires order number but will not accept any numbers on packing sheet. No way to get order number. Website has no way to contact them to ask questions terrible company!!!Business Response
Date: 12/22/2022
The order was placed by phone on 11/18/2022 8:10:00 AM; Order summary attached for reference.
Phone Order Number: ****************
Customer Name: ******* ********,
Address: *** *********** *** ******* ** *****
The items were shipped to the above address with UPS Tracking # ****************** and delivered on Thursday, December 08 at 1:39 P.M. at Front Door. Carrier tracking attached for reference.
The customer reached out to us through our support portal on Dec 16, 2022 12:04 PM, however the customer did not provided us with the correct details under which the order was placed in our system, so we were unable to locate the order.
Our customer care team responded to the customer by email at ************************ and requested for more information to enable us to locate the order in our system, however we did not receive a response back from the customer to our email.
Subsequently, on receipt of the complaint filed by the customer through BBB, our customer care team once again reached out to the customer by phone and email requesting for the correct order details. The customer has now provided us with a copy of the packing slip and the correct customer order details.
The order has been located in our system and a replacement order number ********* has been placed for the damaged item. Replacement order summary attached for reference.
The customer has been informed by email at ************************.
Initial Complaint
Date:12/12/2022
Type:Customer Service IssuesStatus: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.
•Purchased a Thane Total Flex Gym L devise
•Product was received
•I have been unable to assemble the product and have gotten no response from my efforts to contact the company using their customer support portal and social media pages
•None of the phone numbers listed for the company are functional so I am unable to leave a message or speak to anyone
•The product is unused and well within the 30-days return time frame and I would like to return it, however the customer support system will not allow me to enter a product return request and provide the required RMA (return merchandise approval) number.Business Response
Date: 12/19/2022
The order was placed on 11/25/2022 for Total Flex L w/ Performance Pack and Additional Resistance Bands. Attached for Reference.
The order was delivered on Tuesday, November 29 at 12:21 P.M. through UPS tracking ******************. Attached for Reference.
Our Customer Service Team is fully online and does 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 reached for assistance anytime.
We received a helpdesk request through ticket ******** on Dec 11, 2022 for RMA and assembly instructions. Our customer service team responded accordingly with all the information.
The assembly instructions are provided in the User Manual sent along with the unit. We do have assembly video available on our website ***************************** under FAQ section.
The Return Authorization Number is ****** We request to include this RMA 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 IncCustomer Answer
Date: 12/21/2022
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.
*Update on 12-21-2022*After I filed the BBB compliant, Thane emailed to offered me a $145 refund to keep the product. They also provided assembly instructions and a video. I accepted the offer but they have yet to process the refund on my credit card.
*I would like the refund to be promptly processed and to get the poster and DVDs I was to receive with the product. I have requested all of that from them after the refund offer but have had no response on the status of the refund or the, posters and DVDs.
Regards,****** ******** *******
Business Response
Date: 12/22/2022
The refund of $145 has been initiated to the customer's account today. The customer has been informed by email at *******************
The web workout chart and access to our Online Trainer Library link has also been sent to the customer via email at the above address.
As well, a link to guide the customer with the assembly of their Total Flex L was sent by email.
The assembly video is accessible through our website under the FAQ section *****************************
Initial Complaint
Date:12/05/2022
Type:Customer Service IssuesStatus: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.
My 91 year old mother ordered a steam mop from Thane about 10 days ago and received it a few days ago. It is too heavy for my Mom to use, so she must return it. I am trying to create an online account so I can start the return process for my Mom, but there is a problem with their system and I can't create an account for my mother. When we use the Thane "send relink" process, it find's my Mom's account and sends her an email with a link to create her account. But this link DOES NOT WORK.
I sent a reply email to the Thane account that sent my Mom the "relink" email, but of course I got a response saying the account does not accept emails, please open an online support account.
We have absolutely no recourse.
Thane does not have even one telephone line for support, even thought they target seniors for sales.
Furthermore, It is extremely unacceptable that Thane customers have to use this BBB website to raise help tickets to Thane. It is ridiculous that there is no way to contact Thane unless you have an online account with them.My mother's name is: ****** *********. Her address is: *** **** ***** *** *** *****.
Please note that yesterday I was able to submit a return request via Thane`s website as the technical issue with their system cleared up. I have not heard back from them yet and my complaint comments are still accurate.Customer Answer
Date: 12/06/2022
My mother's name is: ****** **********
Her address is: *** **** ***** *** *** ******
Please note that yesterday I was able to submit a return request via Thane`s website as the technical issue with their system cleared up. I have not heard back from them yet and my complaint comments are still accurate.
Business Response
Date: 12/13/2022
The order was placed on 11/19/2022 for H2O Mop X5. Attached for Reference.
The order was delivered on Thursday, November 24 at 10:32 A.M. through UPS tracking ******************. Attached for Reference.
Our Customer Service Team is fully online and does not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at ****************m at any time for assistance.
The customer placed an order over the phone and email address was not provided at that time due to which our system was not able to recognize the order with email used for registration.
The customer now has an active account on our customer support portal through which we can be reached for assistance anytime.
We received a helpdesk request through ticket ******** on 12/04/2022 for RMA number. Our customer service team responded accordingly with all the information.
The Return Authorization Number is *****. We request to include this RMA 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
Thane USA, Inc is NOT a BBB Accredited Business.
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