Complaints

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

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• 

  Thane USA, Inc

  4050 Whipple Ave NW # 31 Canton, OH 44718-2968

• 

  Thane USA, Inc.

  8730 Military Rd Ste 150 Reno, NV 89506-8932

• 

  Thane USA, Inc

  5255 Orbitor Dr #501 Mississauga, ON L4W 4Y8

• 

  Thane USA, Inc.

  16620 Stagg St Van Nuys, CA 91406-1630

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:12/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  > I purchased a H2O MOP X5 ELITE on July 13, 2022 At a later date I purchased an accessory, the LONG STEAM LAZER.
  Upon intermittent use the rubber insulation on the steam wand is deteriorating and literally falling off, exposing the inner metal tube presenting the potential for serious burns and or damage to furniture during use.
  I have been attempting for two (2) days to reach Thane, Thane Direct and/or their Customer Support to get the steam wand replaced. Their online web site wants me to "sign in" to my account but I do not remember the password I used to open the account for initial registration for Warranty.
  I have attempted to reset my password via their website "Reset link" 5 times but have received NO EMAIL RESET LINKS.
  Advertised phone no. for Customer Support
  has been having "technical difficulties, please call back" for two days.
  Phone no. provided by BBB for Thane web profile, ************* rings busy for 5 rings and then disconnects me.
  Without my followup order no. for the accessories, I only have my original order no. dated July 13, 2022:
  Order No. ******************* Original cost was $140.55 including tax and shipping.
  Since I can not log in, reset my forgotten password or reach any Thane representatives via telephone I am at a dead standstill. All I am seeking is a replacement Steam Lazer (their spelling right from owners manual, not mine).
  ANY ASSISTANCE YOU CAN PROVIDE WILL BE GREATLY APPRECIATED.

  Business Response

  Date: 12/09/2022

  The order was placed on 7/13/2022 for H2O Mop X5. 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 was sent an invitation link to his email ************************ on 07/14/2022 and 07/20/2022, however the registration was not done at that
  time.
  
  The customer reached out to us on 11/29/2022 through
  helpdesk ticket ******** to which our customer service team responded
  accordingly and assisted in replacing the Long Steam Laser under 1-year limited
  warranty.
  
  The replacement was processed on 12/2/2022 and it will be
  delivered via UPS tracking ******************. Attached for Reference.
  
  Kind Regards,
  Thane USA Inc.

  Customer Answer

  Date: 12/13/2022

  [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:12/01/2022

  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.

  ORDERED A STEAM MOP (WITH ALL ATTACHMENTS) ON LINE AFTER THE PHONE NUMBER IN THE TV AD WOUND UP BEING A CANNED VOICE THAT WENT NOWHERE. THE PRICE INCREASED, WITH LESS ATTACHMENTS, AND I CANNOT GET THROUGH TO THE COMPANY AT ANY ADDRESS OR PHONE NUMBER. THE EMAIL WILL NOT WORK BECAUSE I HAVE NOT RECEIVED A NOTICE VIA EMAIL TO " CORRECT" MY PASSWORD. ALL I WANTED TO DO WAS CORRECT AN ORDER BUT I CANT DO SO, SO NOW THAT I SEE WHAT I AM WORKING WITH ALL I WANT TO DO IS CANCELL THE ORDER. I AM NOW CALLING THE CREDIT CARD COMPANY TO DO SO AND BLOCK THEM, OBVIOUSLY AS PHONY A COMPANY THAT THERE EVER WAS.

  Business Response

  Date: 12/09/2022

  The order was placed on 12/1/2022 for H2O Mop X5 Deluxe Elite System and Super Clean Kit. Attached for Reference.
  
  The order was delivered on December 06 at 4:37 P.M. through USPS 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. 
  
  An invitation link was sent to customer's email **********************. The customer has not registered yet.
  
  We received the cancellation request from customer however the order was already processed to ship from our warehouse, so we were unable to cancel it. We suggested the customer to either refuse the shipment when it arrives or keep the order with 20% discount on full purchase price.
  
  The customer refused the shipment and refund was initiated back to his account on 12/09/2022 . 
  
  Kind Regards,
  Thane USA Inc
  
  

  Customer Answer

  Date: 12/20/2022

  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:11/28/2022

  Type:Delivery 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 went to this company's website and placed a order for 3 replacement steam mop heads. The cost was $20.98. I received a notice from them stating the delivery would be on November 19, 2022. It gave me a *** ******** *** *************************** There was never any updates with this tracking number and on November 17, 2022 the tracking disappeared totally from the computer. When nothing arrived on November 19, 2022 I sent a email to Thane through the website address that they provided to me on their erroneous shipping email. They never answered me so I sent two (2) additional emails at different times on November 22, 2022. AGAIN no answer so today on November 25, 2022 I tried to phone them using the phone numbers from their website. One of the numbers is out of service and the 800 number rings once and goes to a fast busy! Now I am convinced that this company has become a TOTAL scam and I will never do business with them again! Now I am stuck with a steam mop that I can't get replacement pads for. Thane did not waste any time charging my credit card for the $20.98 but now they don't want to have anything to do with the customers and could care less that they had no intention at all of filling my order. I am pretty sure they gave me fake shipping information to stall for time to make sure they got my payment! I have also reported this information to my bank. In addition Yahoo says they blocked my last email; I found this information from Yahoo in my spam folder but I'm glad I found it. Have to wonder what kind of scum would do this?
  
  Thank you for your time and I await your response. **** * ****** *** * **** *** ** ****** ** ***** ***** ********

  Business Response

  Date: 12/05/2022

  The order was placed on 11/4/2022 for H20 Mop X5 - Microfiber Mop Pads (3 Pack). Attached for Reference.
  
  The order was delivered on 11/16/2022 through DHL 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 anytime 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. 
  
  Kind Regards,
  Thane USA Inc.
  
  

• Initial Complaint

  Date:11/18/2022

  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 purchased 3 bike storage stands (**** *****, I was not pleased with the construction and wish to return the product within the 30 day "money back guarantee" time frame. I have 2 weeks left, and can not log in to their customer portal. I have provided all of the information necessary, and the response I receive is unable find account. I am receiving email advertisements from Thane, so they have to have my information! I have even tried the "forgot username" approach and the response is email address not recognized. I have tried calling the phone numbers found on the BBB website and the phone numbers are out of service. **** **** still has a website going and still selling their product, but apparently they do not want to take returns ,because they would have to give back money!!

  Business Response

  Date: 11/24/2022

  The order was placed on 9/18/2022 for Buy **** * **** Turbo Units Get 4th Unit FREE. Attached for Reference.
  
  The order was delivered on Thursday,
  September 22 at 3:56 P.M. through UPS tracking ******************.
  
  The customer was sent an invitation link to
  his email to register on our customer support portal which got expired after a
  certain limit of time as customer did not register within the time window.
  
  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 ***************** at anytime for assistance.
  
  The return policy is presented to the
  customer on the product website and on their packing-slip received with the
  product.  Our 30-day money back guarantee
  entitles the customer to a full refund of the purchase price, less the shipping
  and handling charges if the customer is not satisfied with the product.  Attached for reference.
  
  The return period is now past 30 days,
  however in good faith of the company we will make an exception and accept the
  return at our warehouse. We reached out to the customer today through ticket
  ******** on customer's email ******************** to provide Return
  Instructions.
  
  The Return Authorization Number is RMA #
  *****.
  
  Return Ship to address:
  ****** ***********
  ***** ***** ******* *** ***** ** *****
  
  Once the order has been received by our
  fulfillment department, the refund to the customer’s account will be initiated.
  
  Kind Regards,
  Thane USA Inc.

  Customer Answer

  Date: 11/29/2022

  [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:11/17/2022

  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.

  Order: ORD US******************* Paid: $623.96
  I am needing urgent help on the delivery of my TOTAL FLEX L2 as it shows delivered but didn't receive it. I sent a request for assistance through the portal on Nov 2nd and no response as of yet. I did a second request on November 7th as well. I tried calling ************** and always sounds busy as well as email ************************* with no response. Attached you will find the information sent, please help and I paid top dollar for this and only have the straps but no equipment. Feel free to contact me at ************ cell, text as well.

  Business Response

  Date: 11/24/2022

  The order was placed on 10/22/2022 for Total
  Flex L w/ Performance Pack along with Additional Resistance Bands. Attached for
  Reference.
  
  The order was split in 2 parts by the carrier
  and delivered on 2 separate days: Monday, October 31 at 4:18 P.M. and Tuesday,
  November 01 at 6:03 P.M. through UPS tracking ****************** *** ****************** respectively. 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 successfully registered on our portal on 10/22/2022 and has an active
  account.
  
  The first helpdesk ticket ******** was
  submitted by customer on Nov 2, 2022, in which the customer mentioned about
  only getting 1 package delivered to his address. Our customer service team
  responded asking for some pictures of all that was received to investigate the
  matter with the carrier accordingly. However, we did not receive any response
  on that ticket.
  
  Another helpdesk ticket ******** was
  submitted by the customer on Nov 7, 2022, on which our customer service team
  responded again asking for pictures and response is still awaited from the
  customer.
  
  We have an ongoing investigation with our 3rd
  Party Fulfillment Center and the Carrier. We will get back to the customer
  through our helpdesk as soon as we get an update.
  
  Kind Regards,
  Thane USA Inc.

• Initial Complaint

  Date:11/15/2022

  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.

  Purchase was made 10/11/22. Confirmation number ******************. I purchased an H2O MOP X5 DUAL BLAST at 3 payments of $52.99. I also purchased an extended warranty for 3 additional payments of $5.33. The mop I purchased came with a number of accessories, attachments and associated mop pads. Immediately upon receipt I noticed 2 items were missing. I immediately tried to contact them, and immediately ran into issues. In the confirmation email it says you cannot track your order, or contact them with a support ticket without registering on their website. That is the first deceptive and unscrupulous practice, as in order to register and speak to support, you must wave certain rights. You should not be forced to do this to get help. Even after I registered there has been no attempt to resolve the issue. They sure did collect 2 out of the 3 payments in this time frame though. I also received 2 confirmation emails saying they received the support request and would be responding within 2 business days. What a joke! They force you to contact them this way so they never have to respond and can continue to charge you whether you can use the product or not. It has been a month and still no response. I want a credit because they effectively took away my chance to try, and return the product if I didn't like it. I never even got all the pieces and they are about to have ALL of the payments! I also obviously want the rest of the items I paid for. They should throw in an extra set of all the accessory pads for the inconvenience. I will never purchase a product from this company again.

  Business Response

  Date: 11/23/2022

  The order was placed on 10/11/2022 for H2O
  Mop X5 Dual Blast @ 3 x $52.99 FREE s&h along with 2 YEAR EXTENDED WARRANTY
  - 3 Pays of $5.33. Attached for Reference.
  
  The order was delivered on Tuesday, October
  18 at 1:58 P.M. through UPS tracking ****************** including all the
  accessories that are part of the configuration purchased.
  
  Our Customer Service Team is fully online,
  and customers can reach us through our customer support portal at
  [email protected] at any time for assistance. The customer had successfully
  registered on our portal on 11/15/2022 and had an active account before the
  order was delivered.
  
  The Customer opted for 3-Pay Payment plan and
  our system automatically charges the installment payment on due dates.
  
  The first helpdesk ticket ******** was
  submitted by customer on Oct 21, 2022, in which the customer mentioned about
  the missing accessory. Our customer service team resolved the issue by explaining
  that some accessories are "Optional" and does not come with the
  configuration purchased and offered 10% discount on full purchase price in Good
  Faith of the Company, but we did not get any response on that ticket.
  
  A second helpdesk ticket ******** was submitted
  by the customer on Nov 14,2022 on which our customer service team responded on
  Nov 16, 2022, and a response is awaited from the customer.
  
  The missing item that the customer is
  referring to is an "Optional" accessory that has been discontinued and no longer carried by us. In Good Faith
  of the Company, we have applied a 15% discount on full purchase price as all
  the other accessories that are part of the configuration were delivered in the
  order. The refund amount will reflect in 5-10 days in customer's bank account.
  
  Kind Regards,
  Thane USA Inc.
  
  

• Initial Complaint

  Date:10/25/2022

  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.

  My brother Randy ordered a product from this company and does not have email, or a computer. He is now very ill and I have been trying to return their item unused within the 30 days free shipping as they guarantee, however I tried their website leaving message with all his information and my email address and get no response. I have tried with no success to get a phone number to reach out as well. Order number *************  Was ordered on September 23rd 2022. He received it Oct. 4th, 2022. I started trying to return this item on the 6th, because of my brothers decline in health since he ordered the item, he has no use for the mop. It is still in box unused. I just simply want to return it to them before the 30 day deadline.

  Business Response

  Date: 11/01/2022

  The order was placed over the phone on 9/22/2022 and email address *************************** was also provided. 
  
  Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line.
  
  Our customers can access their account and contact us for assistance by logging into our customer service portal at https://support.thane.com/
  
  Currently, we are not in receipt of any requests submitted on behalf of the customer.
  
  The return policy is presented to the customer on the product website and on their packing-slip received with the product.  Our 30-day money back guarantee entitles the customer to a full refund of the purchase price, less the shipping and handling charges if the customer is not satisfied with the product.
  
  The return period is now past 30 days, however in good faith of the company we will make an exception and accept the return at our warehouse. We reached out to the customer today through ticket 40213514 on customer's email [email protected] to provide Return Instructions.
  
  The Return Authorization Number is RMA # ******
  
  Return Ship to address:
  ****** ***********
  ***** ***** ******* *** ***** ** *****
  
  Once the order has been received by our fulfillment department, the refund to the customer’s account will be initiated.

  Kind Regards,

  Thane USA Inc. 

  
  

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a steam mop on Sept 2022..within 3 months the ball joint broke so I can't clean my floors. I contacted customer service ticket ********..they said they would send a replacement mop head green in color. 3 times they sent a carpet slide instead. Wrong part. I am nowrequesting a new h20x5 unit so I can clean my floors. ********************** * *************************************:

  Business Response

  Date: 11/03/2022

  The original order for the H2O Mop X5 was placed by the customer through Amazon on 06/11/2022.
  
  
  The customer contacted us on Sep 17, 2022 via our customer support portal and submitted a help request ticket # ******** to inform us of the damage to the mop head. Our customer service team assisted the customer and processed the order for a replacement mop head to be shipped to the customer as per our warranty terms (attached for reference). Unfortunately due to a system glitch, the incorrect part was shipped to the customer.
  
  
  We have since addressed it with our warehouse and the correct replacement part has been shipped to the customer via *** ******** * ****************** delivered on Nov 1, 2022. Carrier tracking attached for reference.

  Kind Regards,

  Thane USA Inc.

• Initial Complaint

  Date:10/17/2022

  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 the h20 mop x 5 on September 19th at 4:26 am. total was 144.99
  confirmation number ******************
  I have never received any tracking information, while reviewing my order I realized I gave wrong shipping address. it should have been **** * *** ******* ********* *** ****** instead I put battle creek. if they tried to ship and couldn't they should of contacted me. I still want my item
  thank you

  Business Response

  Date: 10/18/2022

  The order was placed on 9/19/2022 and delivery attempt was made on 09/29/2022. However, the order was returned to sender due to incomplete address at **** * *** ************** ****** ** *****. Attached for Reference.
   
  The customer reached out to us Oct 7, 2022, 6:49 AM through our customer support portal regarding order status on which the response was done on same day at 12:33 PM providing the address we have on file. 
  
  On the same ticket ********, customer was asked to provide the correct and complete shipping address to process a reship, but we did not receive any response from customer.
  
  The reshipment has now been processed to be delivered to the address provided * **** * *** ******** ********** ** ***** and same has been informed to customer in the same ticket mentioned above.
  
  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:10/13/2022

  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.

  Thane sent my mop to a non existent address (per **** Customer Service). **** returned the mop to sender. There is no way to contact the company. No one answers the phone. Messages sent to the company customer service support say "Can not send" or "loading" and never load. This company is a sham and I have lost $153.00.

  Business Response

  Date: 10/18/2022

  The Order was placed on 10/2/2022 online on our website to be delivered to **** * *** *** ***** ******* ** *** **** ** ***** and delivery was attempted on October 7, 2022, through **** tracking **************************. The address was Insufficient as provided by the customer while placing the order online due to which the delivery failed. Attached for reference. 
  
  We do not operate an Inbound Phone Line and Our Customer Service team is fully online. Our customers can reach out to us through our helpdesk at ***************************
   
  The customer has an active account on our customer support portal. However, we have not received any helpdesk inquiry from customer. 
  
  We reached out to the customer by sending a ticket to her email address ************************ on Oct 18, 2022 1:42 PM through our helpdesk to get complete and correct shipping address so that a reshipment can be processed.
  
  Kind Regards,
  Thane USA Inc.
  
  

   

  Customer Answer

  Date: 10/19/2022

  [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,

  
  

  ****** ****