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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:10/27/2023

      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 Ab Doer 360 machine in Sept, 2023. I returned said machine in Oct., 2023. Following ALL directions from Thane; getting a RMA #, returning said product to address provided, ** ******, paid insurance on said product, returned with a tracking number, followed everything to a "T". I have my paperwork that shows it was delivered to Thane address. Still have not received my return. Thane is the worst company I have ever dealt with.

      Business Response

      Date: 11/01/2023

      The order was placed on our website on 9/24/2023 for AB DOER 360 and 6-PK MASSAGE ROLLER & WORKOUT DVD'S.
      The order was delivered on Tuesday, September 26 at 2:17 P.M. through *** ******** ****************** *** ******************.
      The customer reached out to us through helpdesk ticket ******** to return for RMA number to return the order.
      Our customer service team provided the return instructions and we received the returned product in our warehouse on 10/13/2023 as per *** ******** ******************.
      The refund was processed to customer's account on 10/17/2023. We allow 5-10 days for refund to reflect in customer's bank account. We provided the same information to customer through helpdesk ticket ******** on Oct 18, 2023.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:10/27/2023

      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.
      1. DATE OF TRANSACTION - 13 AUG 2023. ORDER RECEIVED ON 16 AUGUST.2023
      2. COST OF ITEM -$247.85
      3. THE VE NDODR HAD A 30 DAY MONEY BACK GUARANTEE ON THE PURCHASE. PRIOR TO THE 30 DAYS I REQUESTED INFORMATION ON HOW TO RETURN THE ITEM TO THEM. I WAS TOLD BY E-MAIL THAT I WOULD RECEIVE DIRECTIONS ON HOW TO DO SO IN 2-3 BUSINESS DAYS. I NEVER RECEIVED THOSE DIRECTIONS. I REQUESTED THEM AGAIN THREE TIMES AND. EACH TIME I WAS TOLD TO EXPECT THE INFO IN 2-3 BUSINESS DAYS BUT THE INFO WAS NEVER SENT. AS FAR AS I CAN TELL, THEY DON'T INTEND TO DO SO. I CONSIDER THIS FRAUD.

      Business Response

      Date: 11/01/2023

      The order was placed on our website on 8/12/2023 for H2O Mop X5 Dual Blast Deluxe Elite System and H2O Mop X5 Super Clean Kit. 
      The order was delivered on Wednesday, August 16 with *** ******** *******************
      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. 
      Th customer reached out to us through 1st helpdesk ticket ******** on Oct 2, 2023 requesting to return the order. Our customer service team informed the customer that the items were delivered to him on Wednesday, August 16 at 4:54 P.M and is past the 30-day return period as per the return policy ******************************************** .
      The customer reached out to us again through helpdesk ticket ******** on Oct 19, 2023 requesting to return the order beyond 30-Day return period. Our Team provided RMA Number and Return instructions to make an exception in Good Faith on the Company even though the return is past 30 days now. 
      The return authorization number is RMA # *****. We request to include this RA number on the shipment. 
      Return Ship to address ****** *********** ***** ***** ******* *** ***** ** ***** 
      Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account.  We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly. 
      Kind Regards,
      Thane USA Inc

    • Initial Complaint

      Date:10/26/2023

      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 ordered the H20 Steam FX Pro on 10/9/2023, after watching the informercial on TV. I was impressed with what I saw, so I decided to give it a try. Instead of doing 3 installment payments, I decided to pay for it in full. The next day, I decided that I wanted to cancel the order. I registered with the support.thane.com site so that I could request a cancellation of the order as instructed and put in my request. This was done on 10/10/2023. I never received a response. The charge came out and my order was received on 10/16/2023. Since I had received the order, I decided to try it out. I was very disappointed. It did not perform as expected. I immediately put in a request on 10/17/2023 to request a refund and to return the steamer. According to the support page, I should get a response in 1-2 business days. They stated not to put in more than 1 request, so I waited 4 days. After no response for the second time, I decided to put in another request, which was done on 10/23/2023. Today is 10/26/2023. Still no response. There is no contact number to call anyone. This product came with a 30 money back guarantee. I am not happy with it at all and want a refund. Because I got no response from any of my request, I am asking for my full refund. I need this settled before my 30 days expires. The order number for my order is* ******************* I have attached a copy of my order receipt and shipping receipt. This shows all the details of the products that was ordered. thank you.

      Business Response

      Date: 11/01/2023

      The order was placed on our website on 10/9/2023 for H2O Steam FX Pro and additional accessory kit with 1-Pay Option. 
      The order was delivered on October 16 at 9:37 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 on ******************************************** 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. In our efforts to get the customer's order delivered to them as quickly as possible, customer may have as little as one hour or less from order placement to cancel the order. 
      The customer submitted 1st helpdesk ticket ******** on 10/23 and inquired about charges on her card for order placed. Our customer service team explained the charges by providing Order Summary and Pre-authorization details. 
      The customer submitted 2nd ticket ******** on 10/17 requesting to return the order. Our team responded and offered a 20% discount on purchase price of the order if customer wanted to keep the order. Our team followed up on the same ticket and provided Return Instructions with RMA details on 10/23.
      The customer reached out to us again through helpdesk ticket ******** on 10/30 on which our customer service team responded with Return Instructions and RMA details.
      The RMA# is *****. We request to include this RA number on the shipment.
      Return Ship to address ****** *********** ***** ***** ******* *** ***** ** *****
      The refund will be initiated for the purchase price once the order is received by our fulfillment center, less S&H 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:10/24/2023

      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.
      Product does no live up to company promises. It failed to accomplish almost all tasks, tried to contact company via email but the screen freezes unable to request authorization but no go. Tried calling company also email but nothing worked. Just another scam on the American public

      Business Response

      Date: 11/01/2023

      The order was placed by phone on 9/18/2023 for H2O Mop X5.
      The order was delivered on Tuesday, September 26 at 10:40 A.M. 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 at our website ******************************************** at any time for assistance.
      We reached out to the customer through helpdesk ticket ******** on her email *********************** and provided the Return Instructions on Oct 27, 2023.
      The return authorization number is RMA # *****. We request to include this RA number on the shipment.
      ****** **** ** ******* ****** *********** ***** ***** ******* *** ***** ** *****
      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:10/24/2023

      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.
      7/10/23 I ordered the H2O X5 mop and got a confirmation from Thane.
      7/11 My first of three payments came out of my checking account on for $52.35.
      7/17 I received a confirmation #:* *** ***************** that my order had shipped.
      8/1 I tried to set up a "TICKET" at ********************** to no avail.
      8/1 They emailed back with a shipping #, ****************** 8/1 *** said the status of that tracking # was "Delay"
      8/3 I received an email from *** asking if I received my package.
      8/3 *** received my claim for my lost package.
      8/10 Thane USA, Canton OH took $43.00 out of my bank account,
      8/14 *** emailed with a case #: C-********** 8/15 I emailed Thane and if they would send me another mop. They emailed back and said my ticket #******** is closed, you cannot add a message.
      8/23 Thane emailed and asked for feedback on my new mop?
      9/9 Thane USA, Canton OH took out the last payment of $43.00
      10/13 I emailed *** and they gave me a new Case #: C-**********.

      All I want is my new H2O X5 Mop, or my money back.

      I have all the receipts for all the above dates.

      Hope you can help,
      **** ******

      Business Response

      Date: 11/01/2023

      The order was placed on our website on 7/10/2023 for MOP X5 with 3-Pay Monthly Installment Payment Plan. 
      The order was shipped through *** Tracking ****************** on 07/11/23.
      As per our 3rd party fulfillment center and UPS, the claim is still in progress and we are currently waiting on the final decision if the shipment has been lost in transit.
      We reached out to the customer through phone ************ on Nov 1, 2023 to get more information and discuss about the case.
      In Good Faith of the Company, we have now processed a reship of this order to customer's physical address ***** *** ****** *** ********* ** *****.
      The reship order number is ****** and has been provided to the customer through helpdesk ticket ******** on Nov 1, 2023.
      An automated shipment notification with the tracking number will be sent to customer's email when the order ships from the warehouse.
      Kind Regards,
      Thane USA Inc. 

      Customer Answer

      Date: 11/01/2023

      [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:10/16/2023

      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 10/8/23; delivered 10/11/23
      2 **** ***** ***** **********
      Product does not work- poor quality
      Trying to return based on 30 day policy
      Website: ***************** ********************************************** used to request return does not recognize order, credit card, phone, etc.
      Requested multiple times for support and no response.
      $116.56 charged
      No other contact to place return

      Business Response

      Date: 10/24/2023

      The order was placed on our website on 10/8/2023 for * **** **** *****.
      The order was delivered to customer's address on Wednesday, October 11 at 4:15 P.M. at Other with *** ******** ******************.
      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 multiple helpdesk tickets and our team responded on 1 active ticket ******** that was submitted on Oct 15, 2023. The customer requested to return the order so our team offered a discount if customer wanted to keep it.
      The customer declined the discount offer so our team suggested the customer to either dispose of or donate the units in Good Faith of the Company.
      The full refund was initiated to customer's account on Oct17, 2023 and the same was informed to customer through helpdesk ticket ******** . We allow 5-10 days for the refund to reflect in the bank account.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:10/10/2023

      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.
      COMPLAINT FOR THANE USA ON 10/7/23 THRU THE TV, I BOUGHT A H2O HD STEAM MOP BY PHONE BY CREDIT CARD. NO PERSON WOULD TALK TO ME, HOWEVER THEY COULD END ME A E-NAIL TO CONFIRM THE COST AND WHAT I PAY FOR. I HAVE NOT RECIEVED ANY E_MAIL, HOWEVER THEY CREDIT THE $69/47 TO MY CREDIT CARD. I"M HAVE CALLED SEVERAL TIME. BUT THERE NO ANSWER...IN MY IN MIND, THEY ARE NONE BUT A FRAUD.

      Business Response

      Date: 10/16/2023

      The order was placed over the phone on 10/7/2023 for MOP X5. Attached for reference.
      The order was shipped from our warehouse on 10/09/23 and delivered to customer's address on Thursday, October 12 at 10:21 A.M. with *** ******** ****************** 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. 
      We have also sent an invitation link to customer's correct email to register on our customer support portal. 
      The customer provided an incorrect email address while placing the order over the phone due to which the order confirmation and shipping notifications were not sent to customer's email. 
      The order has now been delivered to the customer to the address provided.
      Kind Regards,
      Thane USA Inc.

      Business Response

      Date: 10/18/2023

      The order was placed over the phone on 10/7/2023 for MOP X5.
      The order was shipped from our warehouse on 10/09/23 and delivered to customer's address on Thursday, October 12 at 10:21 A.M. with *** ******** ****************** *** **** ******** **************************.
      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 have also sent an invitation link to customer's correct email to register on our customer support portal. 
      The customer provided an incorrect email address while placing the order over the phone due to which the order confirmation and shipping notifications were not sent to customer's email. 
      The order has now been delivered to the customer to the address provided.
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 10/18/2023

      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 reviewed appear below.



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



      Regards,


      They are less than truthful,  I received 4 e-mail from them, and  I will go further to them, by my self.  Thank you BBB you for you action regarding business to commincate  to me. Thank you again.BBB.

      *** ********

       

    • Initial Complaint

      Date:10/10/2023

      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 saw on TV the x-5 Mop. It seemed to be a good product. So I ordered the item bought and paid for by credit card and that included shipping charges. Did not speak to a 'live' person. The payment was taken out of my account the very next day. THANE USA didnt waste any time with that..It took about 11 days to receive the package. There is only a partial packing slip ,no amount listed. The next problem was there was no phone number that worked to find out when it was coming. And then I needed to at least register at the self serve portal. We'll then I did not receive a welcome registration code. Which I have tried for and still trying to retrieve. Then I went to the *****************, listened and reviewed the how to videos and nothing. At that point I wanted just to register. I tried to use the product . Hoping that at least it was worth the money..It did not work as well as I expected. which by far is useless left too much water, did not clean as expected, also i had to work harder to use the product than necessary.. So now moving forward still no code to even look up my account . Time is definitely supposedly running out to return.. No phone numbers. no codes. no information. Very highly upset with the company. Can't even look up my own account..Didn't even get a chance to even return. That is sad. I will never order from that company again. I must say we have ordered things from other companies which was just fine. It's a total rip off. They will not even be able to prove to me that they did even try to help. Example was told to check email and I did. There was no invite no link. So I have no registration..Help desk was no help. Very upset. THANE USA not worth the headache..

      Business Response

      Date: 10/18/2023

      The order was placed over the phone on 9/10/2023 for Basic MOP X5.
      Our orders ship from our fulfillment center in USA anywhere from 2-5 business days from credit card approval. The order was delivered to the customer's address on Tuesday, September 19 at 2:46 P.M. through *** tracking ****************** and **** Tracking **************************.
      The customer did not provide an email address while placing the order over the phone due to which automated email notifications for order confirmation and shipping confirmation were not sent.
      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 requested a self-service account though our portal with email *********************** and 4 invitation links were sent to customer's email on separate dates and time. We would request the customer to check the spam/junk folder for same.
      The customer reached out to us through helpdesk ticket ******** on Sep 18, 2023 and requested for tracking information. Our customer service team responded with the tracking information on that same ticket. 
      We reached out to the customer through same helpdesk ticket on 10/18/2023 to provide Return Authorization Number and Instructions along with a discount if customer decides to keep the mop.
      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:10/03/2023

      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 the mop (H2O Dual Blast Deluxe System $198.96 plus tax) on August 28th, 2023. On receipt I tried contacting the company since the main reason I purchased this was for the attachment to do window blinds which showed being included in the ad I saw and purchased from.
      I tried contacting them with the phone number they have listed ************** which does not work. Then I tried customer ************ which has automated replies but nothing gets resolved. They wanted me to create an account and I needed either the order number or last 4 digits of my credit card. All of my paperwork does not show an order number only a confirmation number when ordered and a reference number on packing slip. Neither of those numbers worked and could not use last 4 digits of credi card number because I purchased through ******. I received a generic reply which was no help. Somehow I got referred to the ********************** which replied with that they could not help me and referred me back to Thane.
      This is very frustrating since all I want is what was promised in offer which is the attachment to do window blinds. I would even pay extra for that item since I am tired of arguing with no results. I have contacted ****** and they say I can return to Thane USA Inc, **** ********* ********* ************ *** ** *** *** and I would be responsible for the shipping costs which is obviously not acceptable. I also purchased extended 2 warranty for $15.99 plus tax and have nothing showing that or a way to contact them if I needed to use the extended warranty.
      The easiest resolve is to send me the item I requested and proof of my extended warranty with contact information. They can also send a prepaid shipping able if that this how they want to resolve this. I am also going to contact my credit card company.

      Business Response

      Date: 10/12/2023

      The order was placed on our website on 8/28/2023 for H2O HD DUAL BLAST DELUXE KIT and 2 Year Extended Warranty.
      The order was delivered to the customer on Wednesday, September 06 at 3:04 P.M. at Front Door with *** ******** ******************.
      The email address ********************* provided by the customer is an invalid email address.  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 Order Confirmation number that the customer received after placing the order is the "Order Number" which needs to be used to register on our customer support portal.
      The customer contacted us through our support portal via helpdesk ticket ******** on Sep 11, 2023 to inquire about missing accessories. Our customer service team responded to the customer on Sep 12, 2023 and requested the customer to provide us with pictures of the items received with the order. 
      On receipt of the picture provided, we informed the customer that all the items received we part of the configuration purchased by her.  The additional accessories that the customer is referring to are "Optional" accessories as indicated in the user instructions manual attached for reference and these can be purchased separately. 
      The configurations and promotional offers for the various mop models we have will differ since we run several promotional campaigns on various platforms. 
      The customer has filed a dispute with her bank through ****** payment gateway and the payment is being held by the bank until the dispute is resolved. Our team is currently in communication with the customer through our helpdesk and through ******; we are happy to assist the customer further with purchase of additional accessories however we can only do so once the dispute is lifted by the bank.
      Kind Regards,
      Thane USA Inc. 

      Business Response

      Date: 10/25/2023

      Our customer service team placed the Order Number ********* on 10/18/2023 and requested the customer to update the payment information on our support portal to make payment for this order. 
      The payment was updated and this order was released and shipped on 10/24/23.
      The estimated delivery date is Tuesday, October 31 by 7:00 P.M. through *** ******** ******************.
      An automated shipment notification with the tracking number was sent to customer's email when the order shipped from the warehouse. 
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 10/25/2023

      [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.

      i have not received the tracking number but hopefully everything has been resolved 


      Regards,


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

    • Initial Complaint

      Date:10/03/2023

      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.
      there customer service doesn't work. cannot sign in no matter what i do. all im trying to do is make a payment

      Business Response

      Date: 10/05/2023

      The order was placed on our website on 9/23/2023 for H2O HD DUAL BLAST DELUXE KIT with 3-Pay Monthly Installment Payment Plan. Attached for reference. 
      The order was delivered on Wednesday, September 27 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 portal through which we can be reached at anytime. Our Customer Support Portal is live and working fine. 
      We reached out to the customer though phone (401) 516-1030 on 10/05/2023 to assist the customer regarding payment issue. The customer informed that he is not facing any issue with the payment.
      We informed the customer that his 2nd and 3rd installment will be automatically charged on the due date 10/24/2023 and 11/23/2023 respectively. 
      Kind Regards,
      Thane USA Inc.  

    Thane USA, Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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