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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.
If you've experienced an issue
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:10/06/2022
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 contacted Thane in Aug do to the machine stopped working. The replacement I received was the wrong machine, and none of the attachments would fit. I have emailed them several time no response. Have tried calling # doesn’t work, have tried their hubb to place a work order Nothing.
Could you please help me on how to resolve this problem?
Thank You
***** * *****Business Response
Date: 10/11/2022
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 **************************
The replacement was done for correct part which is main body - steamer after we
received the initial videos of defective part in which steam was not getting
produced. The replacement order was processed on 8/30/2022 and delivered on
09/17/2022 through *** with Tracking Number ******************. Attached for
reference.
The customer reached out to us through our customer helpdesk on Oct 6, 2022,
using email address ********************m stating that the replacement part
received is wrong to which our agent responded asking for pictures so that we
could have a look and assist properly.
The customer did not respond on that same ticket but created other various help
request tickets to which our agent responded in a timely manner requesting for pictures,
but customer has not responded on any ticket. The ticket numbers are ********* ******** *** *********
As per the terms of warranty, the replacement can be done again for right part
only after having a look at the replacement sent so that the correct part is
shipped. Attached for reference.Kind Regards,
Thane USA Inc.
Initial Complaint
Date:10/06/2022
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.
Order date 9/14/22
1st return request 9/23/22, no response except an automatic email stating they would respond in 1-2 business days.
2nd return request 9/27/22, same response as 1st request.
3rd return request 10/3/22, same response as 1st and 2nd requests.
There is no way to contact the company except through their website, and they never respond. The refund date is approaching, and soon I will not be able to return an item that did not work as advertised and was not worth the money. I just want to return within the time-frame given.Business Response
Date: 10/13/2022
The Order was placed on 9/14/2022 and delivered on September 22 at 2:30 P.M through *** tracking ******************* Attached for reference.
The customer reached out to us first on 09/23/2022 through our helpdesk ticket ******** and our agent responded on 09/26/2022 with Return Instructions.
The second helpdesk ticket ******** was received on 09/27/2022 to which our agent responded on 09/28/2022 with same Return Instructions including RMA number and Return Address.
The third helpdesk request ticket ******** was submitted by customer on 10/03/2022 to which our agent responded again on 10/05/2022 with same information but we did not receive any response from customer on that.
The Return Authorization Number is 12568. We request to include this RMA 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 to send us the tracking number when the customer returns the item so that the refund can be initiated accordingly.
Kind Regards,Thane USA Inc.
Business Response
Date: 10/18/2022
The customer reached out to us 3 times and submitted 3 help request tickets through our support portal on which our customer service team responded accordingly with return instructions.
The return policy is provided on our website and on the packing slip.
The Return Authorization Number is *****. We request to include this RMA 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 to send us the tracking number when the customer returns the item so that the refund can be initiated accordingly.
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. But just for clarification, after the initial response, there was no other communication from the business to me.
Thank you for your assistance.
Regards,
***** *******
Initial Complaint
Date:09/19/2022
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've tried many times over the past few days to call Thane USA's customer service number (************), and the line is always busy. I've also tried using Thane's customer portal on their website to submit a ticket, but the portal just says "loading", and nothing ever happens. I purchased an ******** ** from Thane on October 4, 2021, so the one-year warranty is still in effect. The confirmation number is ******************. The purchase amount was $340.77 paid through ******. The shipping address was *** ****** *** ** ******* ******, ******** ******** ******** ****** ***** ******* ******************* *** ***** ** ******* ******** ** *** ******** It has been used properly and not been abused in any manner, but the left pedal is now coming loose and making all kinds of strange noises. I've tried tightening everything up, but still the same problem. It's basically unusable at present. I've also tried sending an email to Thane's customer support with no response. It's become virtually impossible to get any kind of response from Thane.Business Response
Date: 09/27/2022
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 customer has an active account on our Customer Support Portal.As per the terms of our warranty (attached for reference) we are happy to assist the customer with a replacement unit.
The customer has been contacted by phone at ***** ******** and through email at ****************** however we have not received a response to our email and are unable to reach the customer by phone to provide further assistance.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:09/16/2022
Type:Delivery 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 purchase a steam mop on September 10th 2022 for 129.00. i can't contact the company or get an anwer to an email. no product is received.Business Response
Date: 09/16/2022
The customer placed the order through our website on 9/9/2022 at 10:22:25 PM. Order summary attached.
Automated notifications were sent to the customer's email at *************************. Customer Portal Invitation and Shipment Confirmation attached.
The item shipped on 09/14/22 with *** Tracking # ****************** and Estimated delivery is of Tomorrow, September 17 by 7:00 P.M. UPS Tracking information attached for reference.
Our orders ship from our fulfillment center in USA anywhere from 2-5 business days from credit card approval.
Our customer service team is fully online and and does not operate an inbound number. We can be reached through our customer support portal.Kind Regards,
Thane USA Inc.
Initial Complaint
Date:08/31/2022
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.
The company refunded a partial refund and they owe to me 59.90. 100 percent guarantee refund. I was charged 111.76 I only received 51.86.Business Response
Date: 09/02/2022
The customer placed the order through our website and order was shipped on 08/08/2022 through ***** with tracking number ********************.
The customer requested to cancel the order on 08/05/2022 however, by then the order was already processed to ship from our warehouse so we could not stop the order. The customer was asked to refuse the shipment when it arrived. The customer was informed that the refund will be processed when the shipment will reach back at the warehouse.
The shipment was returned back to our warehouse on 08/26/2022 and a full refund of $111.76 was processed the same day, however due to a system glitch only a partial refund was processed.
The issue has been resolved now and the full refund has been initiated to the customer's account.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:08/26/2022
Type:Delivery 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.
The company never sent my order, charged my account, unable to reach them by phone or email, I am now out $178 and some change and unable to do anything about it.Business Response
Date: 08/26/2022
The Order was placed on our website on 08/17/2022 3:14:14 PM and shipped on 08/23/22. Order Summary attached for reference.
Our orders ship from our fulfillment center in USA any where from 2-5 business days from credit card approval.
Our customers can access their account and contact us for assistance by logging into our customer service portal at https://support.thane.com/ . A registration link is sent when the order is placed. Customer Portal Invitation attached for reference.
Our customer service team is fully online and does not operate an inbound number.
An automated shipment
notification with the tracking number is sent to customer's email when the order ships from the warehouse. Shipment Notification attached for reference that was sent to customer on her email address ********************As per the tracking information available, the order is in transit and scheduled to be delivered on Saturday 08/27/2022 by end of day estimated between
10:45 am - 3:20 pm. FedEx Tracking attached for reference.Initial Complaint
Date:08/25/2022
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 bought a H20 (x5mop) from ThaneUSA, Inc. August 23, 2022 7:18 AM
$168.51 Confirmation # ******************.
They sent an email same day saying (opps forgot to fill out tax box.
I went back to the transaction and checked off the tax box.
Then I got another email that I bought another (X5mop) August 23,2022 7:54AM $210.90 Confirmation #******************
I did not buy another x5mop I just filled out the first purchase with the added tax box! I tried to contact them every way possible to cancel the $210.90 purchase they want me to pay for. I just want to cancel the order! They offer all kinds of ways to contact them BUT every one I tried did NOT work! Even phone numbers said: NOT VALID & Technical difficultly!
I contacted my credit card company to stop payment on the $210.90 charge. They told me so far the $210.90 is pending. And, the amount of $168.51 was not on my card! Thank you, JanBusiness Response
Date: 08/26/2022
The customer placed two orders through our website; Order summaries attached for reference.
The customer contacted us through our helpdesk and was assisted by our customer care team. Customer communication attached for reference.
Web Order Number: US-****************** was cancelled on 8/25/2022 and the refund was initiated to the customer's account; details below:
- Transaction Date: 8/25/2022; Trans. Amount: $ 210.90
The customer was notified by email at *************************** about the refund and thereafter asked our customer service team to cancel and process the refund for the second order.
However since the second order was already processed to ship from our warehouse, we were unable to stop the shipment and the customer was provided with the tracking number and asked to refuse the shipment on arrival. Details below for reference:
Web Order Number: US-******************
Order Date: 8/23/2022 7:18:30 AM
Ship Date: 08/25/22; ***** ******** ****** ********************; SCHEDULED DELIVERY DATE: Wednesday 2022-08-31 by end of day
The refund for Order US-****************** can only be initiated to the customer's account once the item has been refused by the customer and is returned to our warehouse.
Customer Answer
Date: 09/02/2022
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** **********My credit card company (at my request) has made a dispute for my 2- credit cards against THANE USA, INC. In the amounts of: $168.51 and $210.90.
I choose not to deal with THANE USA, INC for any reason. *** **********
Business Response
Date: 09/02/2022
The customer placed 2 orders on our website as previously advised in our response.
Web Order Number: US-****************** was cancelled on 8/25/2022 and the refund was initiated the same day.
We already asked the customer to refuse the shipment for Web Order Number: US-****************** as we were unable to stop the shipment.
The shipment is in transit with the carrier, ***** ******** ****** ******************** with updated SCHEDULED DELIVERY DATE: Friday 2022-09-02 by end of day.
The refund for Order US******************* can only be initiated to the customer's account once the item has been refused by the customer and is returned to our warehouse.Initial Complaint
Date:07/29/2022
Type:Sales and Advertising 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.
My order was placed with Thane and was being shipping to me on June 26, 2022.
The Order # US*******************.
I ordered and paid for the H2) X5 by Thane. The machine arrived and it took about a week for me to figure out how to use it.
I followed the instructions I was sent and used it once time and realized that several accessosries that should have been included were not in the box.
I attempted to contact the company by email, see here and also called the phone numbers show here on your site and none of them work. There were other phone numbers on their website pages and nothing worked. Here was the first email
Order #: US-******************
received no response to this and I sent several to them through their hub and nothing at all. This is
not right.
In looking at your site, I ordered and paid for the H20 x5.
In checking I was not sent the correct model. Since I guess I assumed you sent me what I ordered and paid for I have checked because I am missing accessories. I just noticed now the machine is incorrect. I was not sent the X5. I received the H20 HD.
I paid for the X5 model. They sent the less expensive H20 HD model. When I looked again I saw that the instructions were for the X5 model but the box it was sent in was the HD. By this time I had used it a couple of times. I realized there were so many pieces that were included in the X5 model and not in the one they sent. I piad for the more expensive model.
If you have suggestions I would appreciate it. I think after so many attempts to reach them through their website with my order number and call to phone numbers that do not work.
Please help.
Please take care of these errors. ****** ****** ********* *** * ******* ****** **** ********* *** ********** ************ ************************Business Response
Date: 08/02/2022
The customer placed the order through our website on 6/19/2022 at 8:40:17 AM. Order summary attached.
Automated notifications were sent to the customer's email at *********************. Customer Portal Invitation and Shipment Confirmation attached.
The item shipped on 06/21/22 with FedEx Tracking # ******************** and delivered on Friday 6/24/2022 at 5:02 pm.
The H2O™ HD Steam Cleaner is an UPGRADE from the H2O Mop X5 and is the more expensive product.
This item is offered to the customer under the X5 campaign on our website. User instructions manual attached.
The customer opted to upgrade her purchase from the X5 to the HD.
The X5 and the HD are two different steam cleaners and the parts are not interchangeable.
We have a 30-day money back guarantee return policy if the customer is not satisfied
with the product. Details below for reference.The customer has successfully logged into our customer support portal and accessed their account, however at this time the customer has not reached out to our customer care team for assistance.
Our customer service team is fully online and does not operate an inbound number.
The item is now past the 30-day return policy, however in good faith of the company we can accept the return at our warehouse.Return Authorization Number ***** issued on 8/2/2022 at 1:01:56 PM will be sent to the customer's email address on file.
RETURN POLICY:
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 policy is presented to the
customer on the product website and on their packing-slip.Customer Answer
Date: 08/03/2022
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.Hi, I received an email from the company, Thane that I filed a claim against for sending me the less expensive model than what I ordered and paid for. I wanted the refund due to me on the less expensive machine. They contacted me and said if returned within 30 days of purchase which is beyond that I could get a full refund, BUT I had to return the steam cleaner and pay at my own expense. I am not paying any more money.
I want the difference in price. This is a total inconvenience. This was their error in sending me the wrong machine, so if it is returned I am not paying for that.Please help.Run Safely,
****** ****** ********** *** ** ******* ****** **** ********* *** **********
**** ********* **** ********
**** ******* ***
*** ********** *****
************Business Response
Date: 08/08/2022
The customer placed the order through our website for the H2O HD Mop. Order summary attached for reference.
At the time of placing the order through our website, the customer OPTED to upgrade to the H2O HD Mop.
The H2O HD Mop is our most powerful and advanced steam mop and is the more expensive steam cleaner.
Please see the attached difference between the two steam cleaners H2O Mop X5 and the H2O HD Mop for reference.
- The cost of the H2O Mop X5 is $129 with $14.95 shipping and handling. The cost of the H2O HD Mop is $158.97 with FREE shipping and handling.
- The X5 has 1300 Watts of steam cleaning power. The HD has 1500 Watts of steam cleaning power
- The X5 has a 400 ml water tank. The HD has a 450 ml water tank.
- The X5 weighs less than 6.5 lbs. The HD weighs less than 5 lbs.
The return policy is presented to the
customer on the product website and on their packing-slip.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
unsatisfied with the product.At this time, the item has not been returned to our warehouse. The refund to the customer's account can only be initiated once the item is back in our warehouse.
The customer is past the 30-day return period, however in good faith of the company, we will make an exception and accept the return at our warehouse.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:07/25/2022
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.
In Sept 2021 I purchased a ******** ** epithelial machine. The right petal is broken through no fault of my own. It keeps coming unhinged. I have tried per there instruction to tighten it. It will then work but after 15 mins comes unhinged . I have contacted them by email the warranty dept (1 yr warranty) and the service dept. I have asked them to send me a shipping label to return it and send me a replacement machine. I am 71 yrs old and they want me to send them a video of it. The invoice number. I have sent them all the information on the label on the bottom of the machine. I bought it on Visa and do not have the invoice number. They should have the record in their system. They email me all the time to purchase other products. Please help me . Thank You **** ********Business Response
Date: 07/28/2022
The customer placed the order through our website on 9/8/2021 10:37:09 AM. Original order summary attached for reference.
The customer contacted us through our support portal for warranty assistance on Jul 14, 2022 7:57 PM and has been assisted by our helpdesk staff.
Our product has a limited one year warranty. Details attached for reference.
The customer was asked to provide pictures and video of the defect to enable our helpdesk staff to troubleshoot and assist with the request.
Since the customer was unable to provide a video of the issue, the customer has been asked to dispose of the unit.
In good faith of the company, a reship of a new unit has been processed and forwarded to our 3rd party fulfillment warehouse for packaging and shipment. Reship order summary attached for reference.
Automated notifications are sent to the customer's email address on file ********************** with the status of the shipment.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 07/28/2022
[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,
**** ********
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