Complaints

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

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• 

  Thane USA, Inc

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

• 

  Thane USA, Inc.

  8730 Military Rd Ste 150 Reno, NV 89506-8932

• 

  Thane USA, Inc

  5255 Orbitor Dr #501 Mississauga, ON L4W 4Y8

• 

  Thane USA, Inc.

  16620 Stagg St Van Nuys, CA 91406-1630

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2024

  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.

  Ordered Thane H20 X5 house steamer mop. Over the phone number was ************** an automatic phone call. Never spoke to a live person never given an order number. Impossible to track order without order number
  Order was placed on September 30, 2023 never received the item
  
  There is a customer service number ************ but when called get a message “this number is not an available from your calling area”
  Three charges were made to my debit card at my bank. The bank has submitted a courtesy charge back on my behalf to Thane. Have never received anything as of one January 26, 2024 from Thane.

  Business Response

  Date: 02/06/2024

  The order was placed over the phone on 9/30/2023 for H2O Mop X5 Dual Blast Deluxe Elite System and Super Clean kit.
  The order was shipped through *** Tracking ****************** However, due to incorrect address ** ********* **** ******* ** ***** provided by the customer, the order was returned to our warehouse on Friday, October 13, 2023.
  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 filed 3 chargebacks with the bank for 3 installments that were paid for this order. The bank settled the funds in customer's favor and the customer received all the disputed amount.
  Kind Regards,
  Thane USA Inc.

• Initial Complaint

  Date:01/29/2024

  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 got their X-5 mop as a gift. I’ve been trying for 20 days to return it per the 30 day return policy but have called several times and every time rep hung up on me. Their website has no direct contact information and they want me to register for an account which I am not going. Beyond frustrating experience and if you’re looking for a steam mop go elsewhere. Not sure how product works but the company is shameful.

  Business Response

  Date: 02/08/2024

  We are unable to locate the order in our system with the Name, Email, Address and Zip Code provided as none of the orders match with the information.
  We would like to obtain the ship to address and email address that was used at the time this order was placed so that we can investigate the matter.  Please also provide the 18-digit web order number and Proof of Purchase Receipt received when the order was placed.
  The return policy is presented on the packing slip with the order and also available on our website.
  Also, 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 tried calling the customer on (773) 746-7027 on 02/07/2024 and left a Voicemail explaining the process to contact us.
  Our team also created a helpdesk ticket ******** and sent an email to customer's email ****************** on 02/08/2024 requesting the customer to provide additional details for return request.
  Kind Regards,
  Thane USA Inc.

• Initial Complaint

  Date:01/26/2024

  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.

  Dec 4, 2023 I saw tv ad for the x5 Steam Mop at a special price of $60 off original price. If ordered right away they offerred another $20 off plus free shipping. It never actually said what the price was so I went to the website. Should've read reviews. Should've left when the site kept pushing different higher priced model. It didn’t appear that the discount was available but many times that is applied on the payment page. So I decided to at least go that far. Free shipping? Only if you order something else, so I did, then it was something else & something else every time I tried to finish ordering & go to payment page. This was my Christmas present to myself & I need something like this as it gets harder every day with my disabilities to keep my home clean so I really wanted this steam mop. However, when I got to the payment page, as soon as I hit enter after typing in the last field for credit card info the order went through. There was no submit button, no chance to review order. Suddenly there was this complicated puzzle of numbers, everything was split into 3 payments (which was not something i'd seen during the whole process) I was intending to make 1 pymnt for the whole amount. But there was no discounts given not the $60, not the $20. The charge was $198.96. The attachments, solution, extra pads, & ins charges were 3 times what their deceptive methods of showing the pymnt price instead of full price when ordering. I felt scammed and immediately tried to cancel with no luck. Only way to contact them is thru a Customer Portal, where I should've been able to create a help request ticket, but could never get into the Portal. I finally got a response to my attempts at contacting Cust Serv, saying I'd be contacted in 1 to 2 business days. I've never heard from them. I've taken screen shots of order & emails back & forth with my pleas for help after setting up my account & having no portal access. Have Been very ill & not up to dealing with this.

  Business Response

  Date: 01/31/2024

  The order was placed on our website on 12/4/2023 for H2O Mop X5 Dual Blast Deluxe Elite System along with 2 Year Extended Warranty and Super Clean Kit. Order Summary attached.
  The order was delivered on Friday, December 08 at 1:29 P.M. through *** *******************
  We keep running different promotional offers at all times on different platforms and have different mop models available with different accessory configurations which makes the price difference. The customer was shown all the upsells and payment plans during the order process and order was placed according to selections made by the customer. 
  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. 
  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 a helpdesk ticket ******** on 12/10/23 and inquired about charges on her card. Our team explained the charges along with Cancellation Policy and also provided Return Instructions in ticket.
  The RMA 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.

  Business Response

  Date: 01/31/2024

  The order was placed on our website on 12/4/2023 for H2O Mop X5 Dual Blast Deluxe Elite System along with 2 Year Extended Warranty and Super Clean Kit. Order Summary attached.
  The order was delivered on Friday, December 08 at 1:29 P.M. through *** *******************
  We keep running different promotional offers at all times on different platforms and have different mop models available with different accessory configurations which makes the price difference. The customer was shown all the upsells and payment plans during the order process and order was placed according to selections made by the customer. 
  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. 
  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 a helpdesk ticket ******** on 12/10/23 and inquired about charges on her card. Our team explained the charges along with Cancellation Policy and also provided Return Instructions in ticket.
  The RMA 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:01/15/2024

  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.

  product is guaranteed and refundable however there is no customer service and/or phone number to contact for a refund.

  Business Response

  Date: 01/22/2024

  The order US-****************** was placed on our website on 12/18/2023 for H2O Mop X5 Dual Blast.
  The order was delivered on Saturday, December 23 at 12:30 P.M. with *** 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 at our website ******************************************** at any time for assistance.
  We reached out to the customer through helpdesk ticket ******** on Jan 19, 2024 to discuss about the return process. Our customer service team responded 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 ****** *********** ***** ***** ******* *** ***** ** *****
  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:12/15/2023

  Type:Sales and Advertising 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.

  Date: Charged my Credit Card without my permission 12-11-2023
  I was watching the info commercial and went online to order one but as I continued on the site it kept asking me to add additional items. I exited out of the app and today I received this in the mail. and my card was charged! Not sure how they got my ******/CC number as I backed out and exited before I submitted. It was suspicious from the start by saying all 12 items were included in the 149.00 (?) price. That is when I knew something was shady and for that reason I didn't finish transaction. Yet, they went ahead without my permission and/or submitting an order. I tried to contact ******************************** but to no avail. If this was a legit purchase they would have sent me a confirmation but of course they did not. I am pretty sure this is illegal and will follow thru by speaking with our attorney to find out whom I would contact to file a legal complaint.

  Business Response

  Date: 01/04/2024

  The order was placed on our website for H2O Mop X5 Dual Blast Deluxe Elite System and Super Clean Kit on 12/10/2023 using ****** for payment.
  The order was shipped through *** with Tracking ******************. 
  We have different mop models available with different configurations and the customer ordered the most upgraded model along with additional accessories. 
  Once the order is submitted and the payment details are provided, the upsells are offered at a later stage for the customers to decide and select if they wish to upgrade and add additional packages as per their need. 
  The order confirmation and shipping notifications were sent to customer's email [email protected] along with an invitation email to register on customer support portal. 
  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 a helpdesk ticket ******** on Dec 14, 2023 and requested to return the order. The customer was advised by our customer service team to visit the *** store and refuse the shipment. 
  The order was returned to our warehouse and refund was processed to customer's account on 01/03/2024. 
  Kind Regards,
  Thane USA Inc.

• Initial Complaint

  Date:11/29/2023

  Type:Billing 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.

  Purchased a bike nook. They charged my card. Bank confirmed… then said my card was declined. I cannot contact them. They have no method! Criminals! Even the number you have (************) is not real!

  Business Response

  Date: 12/04/2023

  The order was placed on our website on 11/27/2023 for Bike Nook Units, Connector and Bike Nook Rack Attachments.
  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 are not in receipt of any helpdesk tickets submitted by the customer. 
  We reached out to the customer through phone * ************ to discuss about the order. The customer was explained the reason this order was not hold due to a glitch. Our customer service team offered a discount of 15% on purchase price of the order.
  The customer agreed to get the order with discount and the order has now been released and processed. Automated shipment notification will be sent to the customer's email address with the status of the order once the order ships from the warehouse.
  The same has been informed to the customer through active helpdesk ticket ******** from our portal to the email [email protected].
  Kind Regards,
  Thane USA Inc.

• Initial Complaint

  Date:11/28/2023

  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 ordered the H2O MOP X5 DUAL BLAST @ $158.97 FREE s&h, but the site doesn’t allow or easily allow a person to add additional cleaning mop heads. The only way I could add on the mop heads was with a separate order that you get charged shipping because, it’s under minimum free shipping cost. There’s basically no customer service support. My idea of online help in a couple days is a joke! I have purchased two of these mops in the past and know I love them. However, I do not remember having any issues in the past.
  I canceled the entire order. I don’t like playing company games and have no customer service to help place order.

  Business Response

  Date: 12/04/2023

  The order was placed on our website on 11/24/2023 for H2O Mop X5 Dual Blast.
  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 and submitted 2 helpdesk tickets requesting to add Mop Pads to the order.
  Our customer service team responded to the customer through active helpdesk ticket ******** to assist however the customer had already cancelled the order through our portal before that. 
  It is important to note that in our efforts to get the orders delivered as quickly as possible, our systems are automated to ensure the fastest order processing and shipment times possible. Once the order is processed, any additional items can only be added to the order by our customer service team as the adjustments are not possible inside the portal. 
  The customer cancelled the entire order on 11/24/2023 through our support portal.
  Kind Regards,
  Thane USA Inc.

  Customer Answer

  Date: 12/04/2023

  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 
  

  THIS IS THE EMAIL RECEIVED FROM THANE. As I said in original complaint that a response in 1-2 business days is ridiculous. The original item I ordered would be shipped and then I can’t add-on additional mop heads. Therefore, Thane wants a separate order on mop heads to charge an unreasonable fee for shipping on that minimum order.  I just wanted to call to correspond with someone right away to add mop heads onto my order.

   

  
  On Nov 24, 2023, at 10:41?AM, ************************ *****:
  
  
  ?Dear *******,
  
  Thank you for contacting Thane Customer Care, your message has been received and is extremely important us. Your request is being forwarded to one of our Customer Care Representatives for review and personal attention.  Please allow 1-2 business days for a response.
  
  Please refer to our FAQ’s for additional information. 
  *************************
  
  Kind Regards,
  Thane Customer Care
  
  Regards,
  
  
  
  ******* *********

  Business Response

  Date: 12/13/2023

  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. 

  As suggested in our previous response, It is important to note that in our efforts to get the orders delivered as quickly as possible, our systems are automated to ensure the fastest order processing and shipment times possible.  

  Once the order is processed, any additional items can only be added to the order by our customer service team as the adjustments are not possible inside the portal. 
  Even after the order has been shipped, our team is able to add additional items to the order at no additional S&H charge
  The customer has an active account on our support portal and submitted 2 helpdesk tickets requesting to add Mop Pads to the order.
  Our customer service team responded to the customer through active helpdesk ticket ******** to assist however the customer had already cancelled the order through our portal before that.  The customer cancelled the entire order on 11/24/2023 through our support portal.
  Kind Regards,
  Thane USA Inc.

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried many times phoning and tried E-Mail. Line always busy & E-Mail goes in circles. My X-5 Mop was put to use first time 10/27/23 & it doesn't steam at all. I cleaned steam hole & used distilled water. It only gets alittle warm in back, not front. It makes a intermittient noise but no steam. I bought it on TV commerial on 8/10/23 but put it together & put it in closet till 10/27. I finally wanted to clean my bedroom rug. I am 90 and my husband 78 passed away so I haven't felt like doing it earlier. I resent when I call their number, you get a saleperson trying to sell you a monitor service.
  Actually, I don't want to deal with this company anymore & a refund would take care of that. I have a copy of shipping & receipt of credit card charge but don't know how to put on computer. I could fax it to you if I had fax number. Shipping says ***** ***** St *** ***** ** ***** but credit card says ****************** OH which must mean Ohio

  Business Response

  Date: 11/15/2023

  The order was placed over the phone on 8/5/2023 for H2O Mop X5.
  The order was delivered on Sunday, August 13 at 11:38 A.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 *************************/ at any time for assistance. 
  The customer has an active account on our customer support portal and helpdesk through which we can be reached at anytime. 
  The customer reached out to us and our customer service team assisted the customer through phone and a helpdesk ticket ******** on Nov 3, 2023 and requested the customer to submit a short video of the issue and some pictures.
  We did not receive any pictures or videos from the customer. However, in Good Faith of the Company, a replacement order for H2O Mop X5 - BODY (STEAMER) was placed on Nov 13, 2023 and the same was informed to the customer through another active helpdesk ticket ********. The order number is ******. 
  The replacement order has been shipped through *** ******** ****************** and Estimated Delivery Date is Friday, November 17 by 7:00 P.M.
  An automated shipment notification with the tracking number was also sent to customer's email when the order shipped from the warehouse. 
  Kind Regards,
  Thane USA Inc.

  Customer Answer

  Date: 11/19/2023

  [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:10/31/2023

  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 H2O X5 mop from this company. Upon using it I am totally dis-satisfied with the product. They have a 30 day return policy. The problem is that they make it totally impossible to contact them regarding a return. The customer service phone # is locked on busy. They require you to register but make it impossible to do so. Some service related phone numbers are to a totally different company, such as ******* ***** co. Even the # listed on their company address on this page is not good. I want to return this product and receive a credit but they are intentionally throwing roadblock up.

  Business Response

  Date: 11/10/2023

  The order was placed online on 10/8/2023 for H2O Mop X5.
  The order was delivered on Friday, October 13 at 3:23 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 ****************m at any time for assistance.
  The customer has an active account on our customer support portal.
  The customer reached out to us through multiple helpdesk tickets and was provided the Return Instructions through active 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. Return Policy attached for reference.
  Kind Regards,
  Thane USA Inc

• Initial Complaint

  Date:10/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an Ab Doer and accessory on 11/23/2023. received it 11/26/2023.The assembly instructions were so vague I couldn't get it set up properly. Tried to find a tel. number to call customer service for assistance; kept finding many numbers. Tried online portal, but it was so confusing and difficult I couldn't figure it out. Made two requests for information via e-mail, but haven't had any response. Would like to return the product(s), but can't find order number on e-mail confirmation I received. They make it as difficult as possible to return product(s) to discourage returns and there are only 30 days from date of order to get return completed and refunded. I have written to an address for Thane (Van Nuys, CA.) to see if I get any response, but will have to wait for that.

  Business Response

  Date: 11/06/2023

  The order was placed on our website on 10/23/2023 for Ab Doer 360 and 6-PK MASSAGE ROLLER & WORKOUT DVD'S.
  The order was delivered to the customer on Thursday, October 26 at 12:22 P.M. with *** Tracking's ****************** and ******************.
  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. 
  A registration link was sent to customer's email ********************** multiple times from 10/24/2023 to 10/27/2023 however the link expired as customer did not register on time while the links were still valid.
  We reached out to the customer through helpdesk ticket ******** through her email on 11/06/2023 and provided assembly video instructions along with a discount if customer wishes to keep the order. We request the customer to respond on the active ticket ********  so that we can provide the best assistance.
  Kind Regards,
  Thane USA Inc.

  Customer Answer

  Date: 11/07/2023

  [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,

  
  

  ***** ******