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Business Profile

Internet Marketing Services

Thane USA, Inc

This 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

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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:11/26/2024

      Type:Product 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.
      see attached

      Business Response

      Date: 11/27/2024

      The customer placed the order by phone on 9/12/2024 for Ab Doer 360 Pro unit only.
      The order was delivered to the customer on Tuesday, September 17 at 2:48 P.M. at Other through UPS Tracking ******************.
      We reached out to the customer through helpdesk ticket ******** on Nov 27, 2024 and have requested for some pictures to assist the customer the best way possible.
      We would suggest the customer to respond to us through the helpdesk ticket.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:11/26/2024

      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 haven't been able to return unopened package per their instructions because ups won't allow me to. I just want them to pick up my unopened package and refund me.

      Business Response

      Date: 12/04/2024

      The customer placed the order on our website on 10/10/2024 for H2O Mop X5 Dual Blast Deluxe Elite System and Super Clean Kit.
      The order was delivered to the customer on Friday, October 18 at 1:47 P.M. through UPS Tracking ******************.
      Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website support.thane.com at any time for assistance.
      We understand that our customers change their mind about the order and wish to cancel. It is important to note that in our efforts to get the customer's order delivered to them as quickly as possible, the customer may have as little as one hour or less from order placement to cancel the order. 
      The customer submitted 1st helpdesk ticket ******** on Oct 11, 2024 and requested to cancel the order. However, the order had already been shipped and the customer was advised to refuse the shipment on arrival.
      The customer then submitted 2nd ticket ******** on Oct 18, 2024 requesting to return the order. Our team responded on the 2nd ticket and again suggested the customer to refuse the un-opened shipment by visiting any nearest UPS Store. 
      The customer later reached out to us again through helpdesk ticket ******** on Oct 24, 2024 on which our customer service team responded with Return Instructions and RMA details.
      The customer can follow the return instructions provided in the ticket below:
      The return authorization number is *********. 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:11/12/2024

      Type:Product 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.
      Purchase date 09/10/2024 and was received in appropriate time. It was missing 2 parts. the long steam lazer and the accessory bag. I would like these items sent to me, as advertised. It is impossible to contact customer service. I have tried the website, the parent company. There is an option to contact customer service but it just leads you & A. I even tried the phone number on the credit card bill and it said it was a general in box. I don't know what else to do and I paid money for this. If anyone ever had to return this product, I don't think they would be able to contact someone to do that. Extremely frustated

      Business Response

      Date: 11/27/2024

      The customer placed the order on our website on 9/9/2024 for Basic MOP X5.
      The order was delivered to the customer on Friday, September 13 at 12:28 P.M. through UPS Tracking ******************.
      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service 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 support portal through which we can be reached at anytime for assistance.
      The customer purchased a basic H2O Mop X5 configuration which does not include long steam laser and the accessory bag as part of the accessories. These are optional accessories as mentioned in the User Manual and can be purchased separately.
      Our customer service reached out to the customer through helpdesk ticket ******** on Nov 27, 2024 and informed the same.
      We would suggest the customer to reach out to us through same helpdesk ticket for any further assistance.
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 12/03/2024

      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.



      Then it was false advertising or misleading about the parts that come with it.

       

      And to say they are always available at customer service website, is laughable! I tried every way I could think of to contact them and there was NEVER anyone t help.



      Regards,



      **** *****

      Business Response

      Date: 12/04/2024

      When customer placed the order online, the different configurations were shown with the parts list and images of what is to be included with the model.
      The customer placed this order for a Basic H2O Mop X5 which includes the attached accessories as the customer received.
      Our Customer Service Team is fully online, as we do not operate an Inbound Customer Service Phone Line. Our customers can reach us through our self-serve customer support portal at our website ************************** at any time for assistance. 
      The customer has an active account on our support portal through which we can be reached at anytime.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:11/04/2024

      Type:Sales and Advertising 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 the H2O MOP X5 - Basic Mop on 7/9. I tried the product and it didn't work as advertised. Actually Mr. Clean erasers do a better job than their product. Within the 30 day return window, on 8/5, I submitted an online return request and received an email from ************************ stating they would send me the Return Authorization Number (RA#) along with the return instructions. I received nothing so less than a week later did the return request again on line and received another email stating the same thing. I have checked my junk mail to ensure their response wasn't there and it wasn't. I would like the return information so I can send this back and receive my refund. Thanks!

      Business Response

      Date: 11/14/2024

      The customer placed the order on our website on 7/7/2024 for MOP X5 @ 1 Pay of $129.00 FREE S&H.
      The order was delivered to the customer through UPS Tracking ******************.
      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service 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 support portal through which we can be reached at anytime.
      The customer reached out to us through our support portal helpdesk ticket ******** on July 31 and requested to return the order. Our customer service team responded to the customer through same ticket and provided Return Instructions and RMA Number ***** along with Return Address.
      The customer did not return the product within the return window so the RMA automatically expired on 10/31/2024.
      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. 
      The Return Authorization Number is RMA # *****.
      Return Ship to address:
      ***** ********
      **** ** ******** ******
      Suite ***
      ***** ** *****
      Once the order has been received by our fulfillment department and the chargeback has been removed, the refund to the customer’s account will be initiated.
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 11/19/2024

      [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 as long as Thane USA promptly processes my refund.  The mop was returned to Thane USA on Saturday, 11/16, with a target delivery date of Wednesday, 11/20.

      Any idea how long the refund will take to process after delivery to Thane USA?

      Also I did not receive any emails from Thane USA regarding the return.  I did submit follow up questions via their customer portal and received no response to those either. Maybe their customer portal needs to be checked for a potential bug since myself and many others have reported the same issues.

      Thanks!


      Regards,


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

    • Initial Complaint

      Date:10/02/2024

      Type:Billing 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 ordered the steam mop for 3 easy payments of 43 dollars, but they over charged me $214 on my credit card. I thought it would be $129, not $214

      Business Response

      Date: 10/10/2024

      The customer placed the order over the phone on 10/2/2024.
      We have many different mop models available with different accessory configurations to choose from.
      Instead of the Basic H2O Mop X5 at 3 installments of $43 each, the customer chose H2O Mop X5 Dual Blast Deluxe Elite System @ 3 x $66.32 and H2O Mop X5 2 YEAR EXTENDED WARRANTY - 3 Pays of $5.33 for which the order total came to $214.95.
      The order was delivered to the customer on Friday, October 04 at 3:11 P.M. through UPS Tracking ******************.
      As the customer opted for H2O Mop X5 Dual Blast Deluxe Elite System, the customer received more accessories as part of the configuration than Basic H2O Mop X5.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:10/01/2024

      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 Total Flex delivered on August 3rd, $598.97. I returned unopened package on August 26Th. I paid additional $169 return shipping
      USPS tracking #*****************. After numerous attempts to reach out via email, and told 60lb package could not be picked up, it was 2 weeks to find help getting into truck, I followed all instructions included order number, RMA # ***** written on box. Their website is impossible to navigate. Now every email I send is returned undelivered. Please help me recover my refund. You were my last resort.

      Business Response

      Date: 10/10/2024

      The customer placed the order on our website on 7/28/2024 for Total Flex L w/ Performance Pack.
      The order was delivered to the customer on Friday, August 02 at 2:35 P.M. through UPS Tracking ******************.
      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service 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 support postal through which we can be reached at anytime for assistance. 
      The customer reached out to us on Aug 6 through helpdesk ticket ******** and requested to return the order. The customer was provided all the return instructions along with RMA Details to return the shipment.
      We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly.
      If we do not receive return tracking number from the customer, Once the order is received by our fulfillment department, a refund is initiated for the purchase price, less shipping and handling to customer's account.  
      The customer reached out to us on Sep 28, 2024 through another helpdesk ticket ******** and provided the return tracking number. The refund was initiated to customer's account on 10/01/24 and we allow 5-10 days for it to reflect in the bank account.
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 10/17/2024

      [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:09/24/2024

      Type:Product 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 88 year old father purchased the Ab Doer 360 over the phone. He has no email address. He received the product and is not satisfied at all with the purchase. He wants to return and receive a refund. Thane requires customer to open an account for refunds. Well to open an account you need and order number. There is no order number listed on packing list so unable to open an account to start a return. Of course listed customer service lines ************ and ************ are strategically out of order. We tried calling the order line but it is automated. We are demanding a refund to resolve.

      Business Response

      Date: 10/03/2024

      The customer placed the order over the phone on 9/8/2024 for Ab Doer 360 Pro.
      The order was delivered to the customer on Friday, September 13 at 4:33 P.M.  through UPS Tracking *******************
      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 
      The order number - ****** is provided on the packing slip sent to the customer along with the order which includes the return instructions also. 
      We reached out to the customer through helpdesk ticket ******** on Oct 3, 2024 and provided the return instructions and RMA details along with a discount offer if customer wishes to keep the unit.
      The Return Authorization Number is RMA # ****** The Return Address:
      ***** ********
      **** ** ******** ******
      ***** ***
      ***** ** *****
      We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly. 
      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.  
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:09/18/2024

      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 order the H2OX5 Mop through Thane. I ordered giving my credit card information to make three monthly payments of $43. When I got to the point of submitting my order, I was given the opportunity of adding more accessories for an extra $13.30 per month. When I hit the "No Thanks" button, I couldn't continue. I had to hit the button to submit an order in order to close out the site. I've tried to contact Thane with no success. Could they PLEASE contact me at the phone number that I provided with my order?

      Business Response

      Date: 09/24/2024

      The customer placed the order on our website on 9/17/2024 for H2O Mop X5 Deluxe Elite System at 3 Pays of $56.33.
      The order was delivered through UPS Tracking ****************** on Friday, September 20 at 1:10 P.M.
      Our customer service team is fully online and and we do not operate an Inbound Customer Service 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 support portal through which we can be reached at any time for assistance.
      The customer reached out to us on Sep 18, 2024 through helpdesk ticket ******** and requested to cancel the order. As the order had already been processed and shipped, we were unable to cancel the shipment and the same was informed to the customer along with a suggestion to keep the product with a discount.
      We did not get any response from the customer so our customer service team provided Return Instructions and RMA Details to the customer through the same ticket.
      The return authorization number is RMA # *****. We request to include this RA number on the shipment. 
      Return Ship to address :
      ***** ********
      **** ** ******** ******
      ***** ***
      ***** ** *****
      Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account.  We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly. 
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:09/10/2024

      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.
      Ordered one H2O mop…..received FOUR!……have tried to contact these people for 3 refund mailings…..tried 3 different phone numbers and they turned out to be inaccurate numbers…..I am at the end of my rope!…..If they send me 3 return mail slips I can get these things back to the company! And they should be able to refund $411.18 to my AMEX Account…..

      Thank you …..***** ** ********

      Business Response

      Date: 09/24/2024

      The customer placed duplicate orders on our website for MOP X5, US-****************** on 8/10/2024; US-****************** and US******************* both on 08/12/2024. 
      The orders were delivered to the customer through UPS Tracking Numbers ******************, ****************** and ****************** respectively on Thursday, August 15 at 3:57 P.M. and Saturday, August 17 at 11:16 A.M. 
      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 support portal through which we can be reached at any time.
      The customer reached out to us through helpdesk ticket ******** on Aug 28, 2024 and requested to return 2 duplicate orders US-****************** and US********************
      Our customer service team provided the customer with RMA details and Instructions to return the products on Aug 29 and Sep 3 as per our return policy ******************************************** *
      The return authorization number is RMA # ***** for US-****************** and RMA # ***** for US-******************. We request to include this RA number on the shipment. 
      Return Ship to address :
      ***** ********
      **** ** ******** ******
      ***** ***
      ***** ** *****
      Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account.  We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly. 
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:08/22/2024

      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.
      Ordered over phone the price on the tv was one price at end of phone call and credit card info inputted the cost when up I could not talk to anyone to discuss transaction so hung up before approving transaction but still got charged so disputed the charge now going to collections was going to return it and still can never opened box but they want me to pay shipping cost I don’t think I should have too

      Business Response

      Date: 08/30/2024

      The customer placed the order through phone on 4/27/2024 for H2O Mop X5 Dual Blast with 2 YEAR EXTENDED WARRANTY and opted for 3-Pay Monthly Installment payment plan.
      The order was delivered to the customer through UPS Tracking *******************
      Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 
      The customer reached out to us though helpdesk ticket ******** on Apr 27, 2024 and requested for assistance. Our customer service team responded to the customer however, the customer never requested for return at that time.
      As per our 30-Day Return Policy available on our website ******************************************** and sent to the customers in packing slip, All refunds are less all shipping and handling.
      The customer filed a chargeback with their bank for 2 installments that were paid so far.
      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. 
      The Return Authorization Number is RMA # ******
      Return Ship to address:
      ***** ********
      **** ** ******** ******
      ***** ***
      ***** ** *****
      Kind Regards,
      Thane USA Inc. 

    Thane USA, Inc is NOT a BBB Accredited Business.

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