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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:07/22/2024

      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 steam mop on 5-6-2024. The company automatically sets up payments in 3 installments with my credit card. I am now receiving emails that the third payment is not going through on my card. This is because that account had to be closed due to fraudulent charges on it. I’ve tried going online to enter a new card number but there is no button on the site to submit the information. I’ve sent emails with requests for help but don’t get any replies. I’ve gone online to try to find phone numbers for the company since none are listed on their website. Any numbers I’ve found are out of service. I don’t want this to affect my credit rating if I can’t pay the last installment. Worst customer service I’ve ever dealt with.

      Business Response

      Date: 07/25/2024

      The order was placed online on 5/6/2024 with 3-Pay Installment plan.
      Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 
      The customer reached out to us through helpdesk ticket ******** first on July 7, 2024 and our customer service team responded to the customer suggesting to update the new card information using our support portal as the customer has an active account on our portal.
      The 3rd installment payment was automatically charged on 7/20/2024 by our system as per the 3rd weekly attempt to charge the card on file.
      The balance due is now $0.00.
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 07/26/2024

      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:07/15/2024

      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 was told that it would be three payments of $43 which makes it $129 with no shipping charge. I agreed to that I did not agree to $258 or more, which is what it is apparently going to be based on $95 for one of the three months, so I am very very frustrated with the whole thing. I tried to stop the ******** card but it was still pending and they said I had to wait till afterwards in order for it to be posted in order to dispute it. I am just so frustrated that I just wish I could call them. There is no phone number to call there is only an address , thank you so much for your time

      Business Response

      Date: 07/25/2024

      The order **-****************** was placed online on 7/13/2024 for the most upgraded mop configuration H2O Mop X5 Dual Blast Deluxe Elite System along with Super Clean Kit instead of Basic 5-1 H2O Mop X5 at $43/each installment.
      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. 
      We reached out to the customer on July 19 through helpdesk ticket ******** and explained the complete order summary with price difference.
      The shipment was in transit at that time *** Tracking ****************** with Estimated Delivery Date of 07/20/2024. So, we suggested the customer to refuse the shipment on arrival if she did not want to keep it.
      The customer refused the shipment at the time of delivery and it is being returned to our warehouse in ****** **. The refund was initiated to customer's account on July 22, 2024. We allow 5-10 days for it to reflect in customer's account. 
      The same has been informed to the customer through same helpdesk ticket ********.
      Kind Regards,
      Thane USA Inc. 

      Customer Answer

      Date: 07/30/2024

      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:07/12/2024

      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.
      On June 29, 2024 I ordered a steam mop from Thane-confirmation # ****************** for $129. I want to return this. I haven’t even opened the box. After ordering, I was gifted a steam mop by a friend & it was too late to cxl this Order.

      I spent 4+ hrs yesterday trying to reach this company through their customer portal. Followed every step (even watched their video on how to get aRMA # & return item, twice). Tried several times. Portal doesn’t work. It’s a joke. Scoured their website & under their Terms of Service, found 3 tel #. All disconnected. Think I’ve been scammed. I’m a senior citizen & this is a lot of $ to me. All I want is an RMA & address to return item.

      Business Response

      Date: 07/18/2024

      The customer placed the order through our website on 6/29/2024 at 5:42:59 PM; order summary attached for reference.

      The item shipped on 07/01/24 with *** Tracking # ****************** and delivered to the customer through **** Tracking # **************************. Carrier tracking details attached for reference.

      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. Return policy attached.

      Our customer service is fully online and we do not operate an inbound phone number.

      Our customers can access their account
      and contact us for assistance by logging into our customer service portal at **************************

      We have now reached out to the customer through our helpdesk ticket number #******** and provided the customer with a return autorization number ***** along with the return instructions to have the item returned to our fulfillment center as per the terms of our return policy. The return address is also provided below for reference.

      Return Address:
      ***** ********
      **** ** ******** ******* ***** **** ***** ** *****

      The refund to the customer's account will be initiated once the item is returned to our fulfillment center.

      Kind Regards,

      Thane USA Inc.

    • Initial Complaint

      Date:07/10/2024

      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.
      My complain is with Thane I order a mop/steamer on 04/21/24 I called the next morning 04/22/24 to cancel order wasn't able to talk with anyone was given a wrong EMAIL Address RECEIVED item on 04/27/24 took itemto post office on 04/29/24 I asked for a receipt & mail person told me to take a picture of the box saying Refused 04/29/24 And the company kept my first payment of $88.29

      Business Response

      Date: 07/11/2024

      The order was placed on 4/21/2024 for H2O Mop X5 Dual Blast and Super Clean Kit along with Extended Warranty.
      As per our Cancellation Policy available on our website, ******************************************** , the order begins processing as soon as it is placed. 
      The customers only have 1 hour from placing the order to having the order canceled by reaching out through self-serve platform. The customers must register to gain access to the platform, once they have registered, they can select the order which requires cancellation and select “request help”. 
      As per the **** Tracking **************************, the customer refused the shipment on April 29, 2024 after it was delivered on April 26, 2024. However, it still has not been delivered to your warehouse by the carrier. 
      The refund is initiated once the order is received and processed by our fulfillment department. However, in this case, as we did not receive it due to carrier delay and the customer did not inform us about the refused shipment, the refund was not processed.
      In Good Faith of the Company, the refund has been initiated to customer's account today.  We allow 5-10 days for the refund to reflect in the bank account.
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 07/11/2024

      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.



      THANE IS NOT BEING HONEST CAUSE I CALLED THEM TO CANCEL THE ORDER & WAS TOLD IF I WANTED TO TALK WITH WANTED TO TALK WITH A REPERZATIVE I WAS GIVEN A EMAIL THAT WAS A WRONG EMAIL I ALSO EMAILED AGAIN THE NEXT MORNING A LADY CALLED ME & SAID I  HAD THE WRONG EMAIL FOR  THANE SHE ALSO SAID THAT SHE RECEIVED OTHER EMAILS THAT THANE GAVE THEM

      Regards,



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

    • Initial Complaint

      Date:06/26/2024

      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.
      Gave us a different price then said. Can’t use email to return. The order policy was totally unacceptable Never said had to use email for number to return

      Business Response

      Date: 07/04/2024

      The order was placed over the phone on 6/23/2024 for H2O Mop X5 Dual Blast @ $158.97 which is an upgraded model from basic configuration.
      The order was delivered on Friday, June 28 at 3:25 P.M. at Mailbox through *** tracking ****************** and **** 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 on our website ******************************************** at any time for assistance. 
      The customer does not have an email address. So, we reached out to the customer through phone ***** ******** to provide Return instructions as the customer requested but the number was on voicemail. 
      If the customer wishes to keep the order, we are happy to apply $25 discount on purchase price of the order in Good Faith of the Company.
      If not, 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.

      Customer Answer

      Date: 07/18/2024

      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.


      Regards,


      ***** ****

      Business Response

      Date: 07/23/2024

      The customer placed the order for H2O Mop X5 Dual Blast @ $158.97 with FREE s&h + $11.53 Tax.
      As per our Return Policy, Thane USA, Inc. is NOT responsible for costs incurred by the purchaser to return the product and All refunds are less all shipping and handling.
      We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly. 
      Otherwise, 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:06/04/2024

      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.
      Purchased the H2O Mop X5 Steam Cleaner in March directly from Thane. The water tank leaked the 1st time I used the unit. I contacted their customer service, sent several videos only to be told this is normal for this unit. The next time I used the unit the mop head swivel broke. C/S said I can get the broken part replaced for free but I have to pay $14.95 to ship the replacement part. This is a new unit, I should not have to pay anything more for their defective parts. I want to return the unit and get a full refund!

      Business Response

      Date: 06/14/2024

      The order was placed on our website on 3/19/2024 for H2O Mop X5 Deluxe Elite System with extended warranty.
      The customer reached out to us through helpdesk ticket ******** first on May 8, 2024 and complained about water tank leakage so our team requested for a video to identify the issue.
      The customer was informed that some sweating can happen due to steaming as mentioned in the User Manual also.
      The customer did not inform us about the broken mop head swivel in that ticket. Our customer service representative has reached out to the customer again through same helpdesk ticket ********, today 06/14/2024 to request the customer to send us some pictures so that we can assist her with the replacement promptly.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:05/31/2024

      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.
      I purchased the mop which doesn't do the job. I want to return it but there is no way to contact them and the line form just bounces back. I need to get a refund

      Business Response

      Date: 06/06/2024

      The order was placed on 5/1/2024 for H2O HD DUAL BLAST DELUXE KIT.
      The order was delivered on Saturday, May 04 at 1:33 P.M. through UPS tracking ******************* 
      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 any time for assistance.
      We received a helpdesk request through ticket ******** on May 30, 2024 for RMA and Return Instructions. Our customer service team responded accordingly with all the information.
      The Return Authorization Number is RMA #*****. 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 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:05/13/2024

      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 bought the X5 Mop back in Jan. 2024. As of 4/4, I've been charged $216.62 for a product that was advertised at 3 payments of $39.95. I tried to contact them but there is no way to do so. They require me to create an account to contact them. Problem is, they require an Order Number which was never provided by email or the receipt that was in the box the unit came in.

      How does a business not have a way to contact them? Why are they over charging me?

      Business Response

      Date: 05/24/2024

      The order was placed over the phone on 2/2/2024 for the most upgraded mop model configuration H2O Mop X5 Dual Blast Deluxe Elite System.
      The order was shipped through UPS Tracking ****************** and delivered on Wednesday, February 07.
      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 did not receive the shipment and order notification as an incorrect email address was provided at the time of placing the order.
      We reached out to the customer through helpdesk ticket ******** on email ******************** and have addressed all the issues that customer mentioned in the complaint. 
      Kind Regards,
      Thane USA Inc. 

    • Initial Complaint

      Date:05/06/2024

      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.
      Item was ordered 4-15-2024, received 4-22-2024, upon receipt of the H20x6 item (purchase order #******* I realized it was not designed to do the job I bought it for. I immediately tried to contact the THANE to order an RMA as they required. I needed to set up an account to get the RMA but have been unable to achieve either task. All I want to do is get an RMA number, return the item and get a refund.

      Business Response

      Date: 05/15/2024

      The order was placed online on 4/14/2024 for H2O Mop X5 Dual Blast Deluxe Elite System along with Super Clean Kit and Oversized Mop Head.
      The order was delivered on Monday, April 22 at 10:31 A.M. with 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 was sent an invitation link to his email to register on our portal however, the link expired before the customer registered.
      The customer reached out to us through helpdesk ticket ******** on May 4, 2024 and requested to return the order. Our customer service representative provided all the return instructions and *** * ***** to the customer along with a 25% discount on purchase price of the order for the customer to decide if he wishes to keep the product or return it.
      The customer agreed to keep the order with discount. The refund was initiated to customer's account on May 10, 2024. We allow 5-10 days for the refund to reflect in bank account.
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 05/15/2024

      [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:04/24/2024

      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.
      Purchased on 04/05/2024.
      Order * ****************** 
      No phone numbers work to contact them. Numerous emails email unanswered.

      Received the product and wish to return it. Requested an RA as directed by them but have yet to receive one. Only have 30 days to return the item. Due to a hospitalization and continued health I can not longer use the machine. It was never opened.

      Business Response

      Date: 04/24/2024

      The customer contacted us by email through our customer support portal on Apr 16, 2024 3:33 PM through Ticket #*********

      The Return Authorization Number ***** was issued and sent to the customer's email through Ticket # ******** on  Apr 22, 2024 11:00 AM along with the return address and return instructions. 

      Return Address:
      ***** ********
      9565 N. Virginia Street
      Suite 100
      Reno, NV 89506

      The refund to the customer's account will be initiated once the item is received back at our fulfillment center.

      Kind Regards,

      Thane USA Inc.

      Customer Answer

      Date: 04/24/2024

      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.



      I did not receive an email with clear instructions.  I have checked my regular and junk mail.  I will need them to send it again in order to follow the strict instructions they refer to in their return policy.  I receive plenty of other junk mail from them but no return instructions email.

       

      Can they please resend the instructions to both of my email addresses: ******************** *** *********************m.

       

      Thank you,





      Regards,



      ***** *****

      Business Response

      Date: 04/25/2024

      As requested by the customer, the email with the return instructions will be re-sent to the two email addresses provided.

      Kind Regards,
      Thane USA Inc.

    Thane USA, Inc is NOT a BBB Accredited Business.

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