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

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.

Initial Complaint
Date:04/01/2024
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.
11/28/2023 I ordered the Total Flex L Home Gym from Thane Direct USA online after viewing a Black Friday sale on ********. It was to be my Christmas present. Upon arrival my wife just stashed the heavy box in the guest room for wrapping. She did not open it. After Christmas morning (a day or two) I was going to open it and saw the picture on the back side of the box. It was the Ab-doer another product they have but NOT the product I ordered. We tried to contact the company for an easy solution. Take back the Ab-doer which was still in the original packing box complete with straps and exchange it for the one we ordered. We could not reach them no matter how we tried. As the return date approached we decided to cancel Credit card payment to get their attention or maybe an address to write to (a real person was needed). The Card company did their due diligence (obviously reaching someone) and got a lengthy reply with all the details of the purchase and disputing the canceling of payment. They won even after we appealed with a letter of detail. We do not want to cheat them out of their money. We want to exchange the wrong product for the right one. Online you can see they advertise the Ab-doer for $219.99 and the Home gym for $429.00. It is obvious we were charged for what we ordered but received the wrong item. At one point I received an email asking for a video of the box. Why a video? But no information on how to send it to them. I sent it back to the email address with still shots, too, and never heard back again. All I wanted was the product I ordered. Now I want a refund due to complete lack of trust of the company or their products. This was not a money issue but a product mistake issue on their part. They are irresponsible to the consumer by not having a contact that allows you to speak with someone (even a chat line). The automated choices do not cover every issue. Certainly not ours. It is now March and we just learned the dispute was reversed in their favor.
Business Response
Date: 04/03/2024
The customer placed
the order by Phone for the following items. Attached is the order summary for
reference.

Items ordered:
Ab Doer 360 Pro - 1 Pay of $318.99 FREE s&h
Ab Doer 360 - Rosalie Brown Workout DVD's - 1 Pay of $49.95
Ab Doer - 2 Year Extended Warranty - 1 Pay of
$30.00
Ab Doer Priority Processing - 1 Pay of $20.00
Order Total $459.16

The above items were
shipped to the address provided by the customer with *** Tracking Number ****************** on 11/28/2023.

Order Confirmation with order details and Shipment Confirmation notifications
were sent to the customer’s email address with the status of the order.
Attached for reference.

As you will note
from the attached documents, the customer received the items that the order was
placed for.
We run several promotional campaigns on various platforms with different configurations and pricing.

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.

WARRANTY:
The product has a limited one-year warranty.
The product purchased from Thane USA Inc is warranted against defects in
materials and workmanship under normal use and service to the original owner
for one (1) year from date of original purchase (“Warranty Period”). Should the
product prove defective during the Warranty Period, the customer should email
our Customer Service Center at ********************************* Under this
limited warranty, Thane USA Inc will replace any parts found to be defective
due to a manufacturer’s defect. A shipping and processing charge will apply to
any replacement undertaken by Thane USA Inc.

CUSTOMER SERVICE PORTAL:
Our customers can access their account and contact us for assistance by logging
into our customer service portal at **************************
Customer Answer
Date: 04/04/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** *******
Customer Answer
Date: 04/05/2024
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.
My complaint is valid and if you will read the other reviews on your site about this same company they are pretty much the same in that Thane does not have customer service that everyone can access or at least that they answer.
The bottom line of this is that I ordered exercise equipment online (not by phone) and received the wrong equipment that I physically cannot use because of a handicap. I am a disabled ******* ******* needing certain PT that the equipment I ordered can fulfill. I tried to contact Thane to set up an exchange since I had not opened the Ab-doer sent to me. I was willing to pay any extra charges but wanted to get the equipment I ordered (Total Flex L Home Gym). So cheating them out of their money was not an issue. When I could not reach them I reached out to my credit card company with a dispute to stop payment and hopefully get a contact address or phone number that went to a real person. They said they would handle it. Well, Thane has done this so often their letter back to the complaining source (you and also the credit card company and other reviewers) is pretty much the same. I have sent numerous messages on their customer service site indicating I just want to do an exchange and could I please speak with someone or at the very least get a reply. After the credit card dispute I did get one email asking for a video of the product. I asked myself what they wanted a video for since I clearly told them it was never opened and still in the shipping box complete with shipping straps but I did take still shots and sent them to them. I might add, I am not computer savvy and did not know how to email a video. I never again heard from them so that was the ONLY correspondence or reply I have received from them. I began to think they don't speak English or are not a real company. I want to do the right thing and to me this is not a hard issue to resolve. Because I bought it on Black Friday via the internet (2023) as a Christmas present, my wife tucked it away when it arrived for Christmas. After Christmas we were so busy I thought I would open it later and assemble it so more time passed. When I finally could get to it I turned the box over and there was a picture of the item that was inside and it was the wrong (unuseable for me) piece of equipment. Research shows the piece I got retails from Thane for $219.99 and the Total Flex L Home Gym that I ordered retails for $429.00. We had not even heard of the added extras before their response to the dispute and since we have not opened the box we cannot confirm they are inside. Our credit card was charged $459.00. You can see why we felt this was just a mix up. At first we wanted to do an exchange but the more we are having to struggle and work hard to do this exchange or return we tend to not trust their business ethics and want to look elsewhere for the equipment we ordered. We feel other consumers need to beware that Thane does not communicate with the customer and in our case only through mediators like our Credit Card company or the BBB when their business status is at risk. That is not good business. Their rebuttal is filled with untruths where the consumer is concerned. Just because you supply something, if the consumer did not order it, does not make it right. This can be corrected so simply. Let me return the wrong item, unopened, and start over with a new order.

Regards,

**** *******
Business Response
Date: 04/10/2024
Thane customer service is fully online
and we do not operate an inbound number. Our customers can access their account
and contact us for assistance by logging into our customer service portal at **************************
The customer contacted us through our customer
support portal Ticket # ******** *hrough email [email protected]
The order was placed through IVR (Interactive Voice Response) system which is by phone. The order was placed for the AB Doer 360 as per the details provided in our previous response. The item ordered by the customer was shipped from our fulfillment center as per details previously provided.
Order Confirmation with order details and Shipment Confirmation notifications were sent to the customer’s email address at ********************
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. Thane Direct is not responsible for the cost incurred to return the product. The product needs to be returned unopened in its original package.
In good faith of the company, we will make an exception and accept the return of the product to our fulfillment center past the 30-day return period. The customer is requested to use the Return Authorization Number noted below and return the product unopened to the return address provided below.
Return authorization number (***** ***** to be included along with the Order Number and Full Name on the return shipment. The refund will be initiated on receipt of the return at our fulfillment center.
Return Address:
***** ********
9565 N. Virginia Street
Suite 100
Reno, NV 89506
Customer Answer
Date: 04/11/2024
[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:03/01/2024
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 want to return an X5 basic mop for a full refund of $136.74. I have tried numerous times to get an address or phone number for this company without success. I do not want to pay anything for sending it back. This company must be totally unreliable noticing the number of complaints I see online. I have also indicated to my credit card company of this complaint.

Business Response
Date: 03/06/2024
The order was placed on our website on 2/11/2024 for H2O Mop X5.
The order was shipped through *** ******** ****************** *** **** ******** ************************** and delivered on Thursday, February 15 at 1:08 P.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.
We reached out to the customer through our customer support portal helpdesk ticket ******** on Mar 1, 2024 and provided the Return Authorization Number and return instructions to the customer through the same ticket.
The customer returned the order as per the 30-Day Money Back Policy and provided the return tracking number as requested. The refund was initiated to customer's account on 03/05/2024. We allow 5-10 days for it to reflect in customer's account. The same has been informed to the customer through helpdesk ticket ********.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 03/06/2024
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:02/28/2024
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 ordered theThane H20 mopX5 elite. It does not clean as I was told it would. The 2 phone numbers listed on their complaint site do not connect me to Them. One connects me to a company that wants me to take advantage of their special offer. NOT INTERESTED! The second number does NOT WORK! The BBB list THANE in a bad light. With many complaints by people who purchased THIER PRODUCTS.
One of their pages at THANE offers a refund if returned within 14 days. The other page offers a refund if returned in 30 days. I must pay them to return the ITEM. They must make more money on the returns than the products they sell !!! I do not know how to contact them? What I have read, from THEIR past customers on the BBB website does not make me optimistic about my problem.
I will call MY BANK and ask them to help me
Best Regards, ***** *** **** *******
Business Response
Date: 03/06/2024
The order was placed on our website on 2/19/2024 for MOP X5 along with Descalers and Extended Warranty.
The order was shipped through *** ******** ****************** and delivered on Thursday, February 22 at 9:47 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 anytime.
We reached out to the customer through helpdesk ticket ******** on Mar 6, 2024 to provide Return Instructions and Authorization Number as requested.
The return authorization number is RMA# 19151. 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.
Business Response
Date: 03/21/2024
The total cost after $33 discount on purchase price of the order is $132.98.
As per our conversation with the customer through helpdesk ticket ********, the discount of $33 has been applied to pending 2nd and 3rd installment payment.
The 2nd installment payment was charged today, 03/21/24 for $40.16. The 3rd installment will be charged on 04/20/2024 for $40.16 on the same card that we have on file.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 03/22/2024
[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:02/26/2024
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.
2/15/2024 amount deducted from checking 270.16. Not satisfied and have 30’days for return and no response from customer service. No one . This is an advertisement on TV . H20 steamer. So if extra supplies were needed they wouldn’t even. Be available for service. I feel on secure with this corporation having my credit card information
Business Response
Date: 03/06/2024
The order was placed by phone on 2/14/2024 for H2O Mop X5 Dual Blast Deluxe Elite System along with Super Clean Kit and Extended Warranty.
The order was shipped through *** ******** ****************** and delivered on Monday, February 19 at 4:47 P.M. at Front Door.
Please note that we do not store card details on file as we are PCI Compliant.
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 our customer support portal helpdesk ticket ******** on Feb 27, 2024 and requested to return the order. Our customer service team provided the Return Authorization Number and return instructions to the customer through same ticket.
The customer returned the order as per the 30-Day Money Back Policy and provided the return tracking number as requested. The refund was initiated to customer's account on 03/05/2024. We allow 5-10 days for it to reflect in customer's account. The same has been informed to the customer through helpdesk ticket 47053118.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:02/20/2024
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 have ordered a product and I am trying to reach customer service to resolve the last payment but am unable to reach any one in customer service. The company has a one way telephone number they do not respond to any attempts to speak directly with me. I am just trying to pay the last payment they are threatening to have a label put on my credit report which I would like to protest. I have tried several times to reach customer service but they don’t respond there’s no phone number to call it’s very frustrating.
Can you help me please?
Thank you
******* * ****
Business Response
Date: 02/29/2024
The customer placed the order on our website on 12/10/2023 for H2O Mop X5 Dual Blast.
The order was delivered to the customer on Thursday, December 14 at 2:20 P.M. at Front Door through *** ******** ****************** *** **** ******** **************************.
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 h************************/ 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 updated the payment information through our support portal on 2/15/2024 but did not inform us through the portal as advised once it is updated so that our team could make the changes in our system to charge the card.
The changes were made in our system on 02/21/2024 after receiving this complaint and customer's new payment card has now been charged for 3rd installment payment. The Balance Due is $0.00.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:02/20/2024
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 have never ordered from them. They stole my information and charged my card and is trying to ship me their product. I will return the product if it gets to me but I want a full refund. I DI NOT ORDER FROM THEM. they ordered without my permission.
Business Response
Date: 02/29/2024
The customer placed the order herself on our website on 2/15/2024 5:08:31 PM for H2O Mop X5 Dual Blast.
The order was delivered on Wednesday, February 21 at 9:17 A.M. at Mailbox through *** ******** ****************** *** **** ******** ***************************
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 through helpdesk ticket ******** on Feb 29, 2024 to suggest the customer to either keep the product with 15% discount on purchase price of the order or to visit the nearest Post Office to refuse the shipment.
We will issue the refund either for discount or for complete order as per customer's decision.
Kind Regards,
Thane USA Inc.
Business Response
Date: 02/29/2024
The customer placed the order herself on our website on 2/15/2024 5:08:31 PM for H2O Mop X5 Dual Blast.
The order was delivered on Wednesday, February 21 at 9:17 A.M. at Mailbox through *** ******** ****************** *** **** ******** ***************************
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 through helpdesk ticket ******** on Feb 29, 2024 to suggest the customer to either keep the product with 15% discount on purchase price of the order or to visit the nearest Post Office to refuse the shipment.
We will issue the refund either for discount or for complete order as per customer's decision.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 02/29/2024
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.
I would like to reinforce, that I did not order this. I have never ordered from them before. I have no idea how they got my information but it was not thru me. They didn't respond to me until after they responded to the BBB. I did get the package that THEY ordered without my permission. I will happy to return it as soon as they give me a return label. I want proof that they will receive it as they have not been honest. They keep asking me to create an account on their web site. I will NOT. They already stole my information and used it and now they want more of my information. NO.
Please send me a return label and I will send back the package in its orginal shipping box as it has NOT been opened at all.

Regards,

****** *******
Customer Answer
Date: 02/29/2024
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.
I would like to reinforce, that I did not order this. I have never ordered from them before. I have no idea how they got my information but it was not thru me. They didn't respond to me until after they responded to the BBB. I did get the package that THEY ordered without my permission. I will happy to return it as soon as they give me a return label. I want proof that they will receive it as they have not been honest. They keep asking me to create an account on their web site. I will NOT. They already stole my information and used it and now they want more of my information. NO.
Please send me a return label and I will send back the package in its orginal shipping box as it has NOT been opened at all.

Regards,

****** *******
Business Response
Date: 03/13/2024
The order was placed on our website by the customer by providing billing, shipping and card information.
We do not store card information as we are PCI Compliant. We do not have access to customer's card information due to Privacy Concerns.
As per our return policy ******************************************** , we do not provide Return Labels.
We reached out to the customer again on 03/13/2024 through helpdesk active helpdesk ticket ******** to provide return instructions and RMA details if the customer does not wish to keep or refuse the un-opened shipment by visiting the nearest Post Office.
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. Return Policy attached for reference.
Kind Regards,
Thane USA Inc.
Business Response
Date: 03/13/2024
The order was placed on our website by the customer by providing billing, shipping and card information.
We do not store card information as we are PCI Compliant. We do not have access to customer's card information due to Privacy Concerns.
As per our return policy ******************************************** , we do not provide Return Labels.
We reached out to the customer again on 03/13/2024 through helpdesk active helpdesk ticket ******** to provide return instructions and RMA details if the customer does not wish to keep or refuse the un-opened shipment by visiting the nearest Post Office.
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. Return Policy attached for reference.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:02/14/2024
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 a steam cleaner from an informercial from Thane Direct. I have tried to email and call and cannot get a response.
Business Response
Date: 02/22/2024
The order was placed over the phone on 2/5/2024 for H2O Mop X5 Dual Blast.
The order was delivered to the customer on Friday, February 09 at 1:20 P.M. through *** ******** ****************** *** **** ******** **************************.
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 *******************************************t at any time for assistance.
The customer submitted 1st helpdesk ticket ******** on Feb 14, 2024 requesting to return the order. Our team responded on the same ticket offering a 20% discount on purchase price of the order if customer wanted to keep the order along with Return Instructions and RMA details.
The return authorization number is RMA #*****. We request to include this RA number on the shipment.
Return Ship to address AMWARE FULFILLMENT ***** ***** ******* *** ***** ** *****
Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account. We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly. Return Policy attached for reference.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:02/14/2024
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.
Bad Quality Experience
Flavor Stone pans

Dear Folks;

My name is ********, and I am writing to express my deep dissatisfaction and concern regarding a recent purchase made from your esteemed company. The purchase in question is a Flavor Stone Sauce 20C pan, with the invoice details provided below:

* Company: ********* **** * **** **** ********* * ****** * **** ************** * ******* *** ********** * Date of Issue: 02/05/2023
* Product Description: Flavor Stone Sauce 20CN
* Quantity: 1
* Unit Price: R$ 215.90
* Total Price: R$ 215.90

My dissatisfaction arises from the fact that, within a remarkably short period, this specific Flavor Stone pan has exhibited a significant manufacturing defect. The ceramic layer is forming "bubbles", a phenomenon that has never occurred with other Flavor Stone pans we have owned for over nine years. This raises serious concerns about the quality of craftsmanship and materials used in the production of this particular item.
I promptly reported this issue to the ******** customer service on February 13, 2024, and spoke with the representative named Marta, under Protocol: *********. I was informed that nothing could be done to address this issue, which is highly disappointing given the premium nature of Flavor Stone products and our prior positive experiences with the brand.
As a loyal customer who has not only purchased Flavor Stone products for personal use but also recommended them to family members, including my mother-in-law ***** ********* this experience has been extremely disheartening.

I urge you to review and rectify this situation promptly to uphold the reputation of your brand and to honor the rights of consumers. In the event that a satisfactory resolution is not reached, I may have no choice but to explore legal avenues to protect my consumer rights.
I appreciate your prompt attention to this matter and look forward to a swift and amicable resolution.

Sincerely,

******** ***** ********@******* **m
Business Response
Date: 02/22/2024
The customer purchased the Flavor Stone Pans in Brazil through a distributor, however he contacted our customer service in the US.
We have forwarded his inquiry to the appropriate team in Brazil to assist with the issue.
The same has informed to the customer through helpdesk ticket ******** on Feb 22, 2024.
Kind Regards,
Thane USA Inc.
Business Response
Date: 03/06/2024
The customer purchased the Flavor Stone Pans in Brazil through a distributor ********, however he contacted our customer service team in the US.
The inquiry was forwarded to the appropriate team in Brazil to assist with the issue. As per the update we received, a replacement has already been processed and the customer has also been notified by the distributor team.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 03/08/2024
Gratitude for the invaluable assistance provided by the Better Business Bureau and Thane USA in resolving my case. Thanks to their dedicated efforts, the matter has been successfully resolved.

I extend my sincere appreciation to both organizations for their professionalism, responsiveness, and commitment to customer satisfaction. Your involvement has greatly contributed to a positive outcome, and I am truly grateful for the support and resolution provided.

Warm Regards;

******** *****
Initial Complaint
Date:02/06/2024
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 tried to order a Steam Mop with all Accessories. My credit card declined the transaction. I tried another card with processed the transaction. Then the original credit card approved the transaction and processed a second order. I didn't know that both orders were processed until two boxes arrived in the mail. I am trying to return one of the orders, specifically, Order # *********************. I have complied with their procedure to register and create an account. I watched the video How to Request a Return" and followed all directions precisely. When I clicked on the final Return button, their system would not allow me to click and go to the page that accepts my Return Request. Then I went to the Customer Support button and again watched to How-To video, completed the form to request help to return this item, and again, their system wouldn't allow me to submit my request. I want to return this Steam Mop and Accessories and I want a full refund which Thane says I am entitled to within 30 days.
Business Response
Date: 02/16/2024
The customer placed duplicate orders US-****************** and US-****************** on our website for H2O Mop X5 and additional accessories.
The orders were delivered on Thursday, February 01 at 11:32 A.M. through *** Tracking ****************** and ****************** respectively.
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 *******************************************t at any time for assistance.
The customer has an active account on our customer support portal through which we can be reached at anytime.
The customer submitted 1st helpdesk ticket ******** on Feb 1, 2024 requesting to return the duplicate order US-******************. Our customer service team provided Return Instructions with RMA details on Feb 5, 2024.
The customer returned the order as per 30-Day Money Back Policy and provided us the return tracking number through same helpdesk ticket. The refund has been initiated to customer's account today. We allow 5-10 days for the refund to reflect in bank account.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:02/01/2024
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.
Purchased Total Flex L on January 15th. Unit cost $372.12 including shipping. I reached out to Thane to request a return. Initially they sent me an offer to keep the unit and they would give me $15% credit. When I inquired a second time, they offered me 25% credit and they sent an RMA code to ship the unit back. They also asked that I not post any negative comments regarding their company.
I packed the item in its original packaging, took it to UPS where they quoted me over $400.00 to return the item. They asked the package to be sent to ****** *********** in Van Nuys CA.
I have inquired online to other shipping companies and all of the quotes and as high as $700.00. Based on their website, I believe that I should be able to drop off the package at a location that is closer to my home in NJ since the company they use has a location here as well.
I tried several times to reach someone by phone and there are no numbers listed for customer service. This is very frustration for the consumer.
I hope that you will be able to look into this matter for me and let me know if these is any way that i can recover cost of the equipment.
Thank you for your time and consideration.
********
Business Response
Date: 02/14/2024
The order was placed on our website on 1/14/2024 for Total Flex L.
The order was shipped through *** ******** ****************** and delivered on Tuesday, January 16 at 11:34 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 reached out to us through first helpdesk ticket ******** on Jan 22, 2024 requesting to return the product. Our team initially offered 15% discount to the customer to keep the product. The customer denied the offer and insisted on returning the product.
Our team later provided additional 25% discount along with RMA Number and Return Instructions to the customer to decide if she wishes to keep or return the product.
As per our return policy, we do not provide return labels. The customers can choose any carrier of their choice to return the merchandise within 30 days. Our warehouse does not accept the returns dropped in person.
The customer has now returned the unit using ***** and the refund was processed to customer's account on 02/14/2024. We allow 5-10 days for the refund to reflect in customer's bank account.
Kind Regards,
Thane USA Inc.

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Thane USA, Inc is NOT a BBB Accredited Business.