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.

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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:09/29/2023
Type:Delivery 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.
NEVER RECEIVED THE PACKAGE FROM THANE TRACKING NUMBER IS WRONG OR NO TRACKING NUMBER AT ALL WE HAVE BEEN TRYING TO TRACK PACKAGE SINCE AUGUST WE HAVE BEEN CHARGED TO OUR CREDIT CARD TELEPHONE NUMBER GIVEN DOES NOT WORK,NOBODY ANSWERS
Business Response
Date: 10/05/2023
The order was placed over the phone on 8/26/2023 for H2O Mop X5 Dual Blast. Attached for reference.
The order was shipped through *** ******** ****************** *** **** ******** **************************. Attached for Reference.
The carrier was unable to deliver the package due to Insufficient Address and Return to Sender was processed on September 6, 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.
We reached out to the customer through phone *** *** **** on 9/29/2023 to provide tracking details and explained the reason they did not receive their package. We confirmed the correct address to process a reship that the customer agreed to.
A reship has been processed to customer's correct address on 10/05/23 as requested by the customer. An automated shipment notification with the tracking number will be sent to customer's email when the order ships from the warehouse. Attached for Reference.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:09/27/2023
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 a steam cleaner SKU **** **** * *********** on 08/30/2023 and have been told I need a return form to send the cleaner back. they have two telephone numbers that I have called and get a busy signal immediately and have called multiple times. I have tried multiple times to contact them through their web site and can not get through to them. I do not want the steam cleaner and I want to return it for a full refund but I can not get through to them. The 30 day return policy time is running out. Please help me.
Business Response
Date: 10/04/2023
The order was placed over the phone on 8/29/2023 for H2O Mop X5 Dual Blast.
The order was delivered to the customer through *** ******** ****************22 on Friday, September 01 at 1:53 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.
The customer reached out to us through helpdesk ticket ******** on Sep 17, 2023 to request a return for this order.
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.
Customer Answer
Date: 10/16/2023
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,

***** **** *******
Customer Answer
Date: 10/17/2023
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.

The return policy progra on their website was so complicated that it kept running me around in circles. I am a novice on the computer and your website to complex for me.

Regards,

***** **** ******* *** *****
Business Response
Date: 10/24/2023
The customer was provided the return instructions through helpdesk ticket ******** on Oct 4, 2023 and through previous BBB response also.
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.
We are still currently awaiting the return tracking number from customer to initiate the refund if the customer has returned the order.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:09/15/2023
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 placed an over-the-phone order on 09/10/2023 at ************ for the MOP X5 DELUXE SYSTEM. The original price was quoted as 4 installments of $43 but if ordered that day, one of the installments would drop and it would be three installments of $43 which would be $129 plus add-ons of approximately $48, $30 & $5.33, all should have totaled approximately $227, But at the end of the recording, it quoted the balance as $238.40. I did receive 2 emails in my son's name (***** *****) with the Order Number: **************** showing the total price as $221.46 on one email and $238.40 on the other email. The emails give a link to sign into to create an account in the portal to register to validate the warranty and the link will expire in 90 days. The portal does not work . I have tried calling Thane USA at 800-656-0323 and 800-762-4427 but can only get recordings, I cannot reach a human being. I also tried calling 800-676-1604 & 877-771-7017, both fast & constantly busy. I also called 330-956-5310 which is disconnected. Because of my inability to resolve my issues with a human being, I want this order cancelled and a credit issued to my VISA credit card for $238.40.
Business Response
Date: 09/28/2023
The order was placed on 9/12/2023 by phone for MOP X5 DELUXE ELITE SYSTEM, Super Clean Kit and 2 YEAR EXTENDED WARRANTY. Attached for reference.
The order was delivered on Wednesday, September 27 at 10:40 A.M. at Other through *** ******** ******************.
We have different mop models available with different configurations which makes the price different. The customer ordered an upgraded model with additional upsells.
The customer was sent email notifications as per which, in Order Confirmation, the compete summary was provided for all the items ordered showing the order total $238.40. In Shipment Confirmation email notification, the order total was shown $221.46 as extended warranty price was not included as it is not a physical item to be shipped.
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 phone (**** ******** and explained the charges. The customer requested to return the order and declined the discount offered. The Return instructions were provided over the phone and through active helpdesk ticke* ******** on 09/25/2023.
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.
Customer Answer
Date: 10/03/2023
Better Business Bureau:

Good Morning,

RE:  Order number ******
BBB Complaint ********

My son, ***** *****, received an email update from *** yesterday that the package is on the way to be returned to VAN NUYS CA USA.

Please see attachment.  The tracking number is ******************.

**** ** *****

Business Response
Date: 10/03/2023
As per the tracking details, the shipment has now been refused by the customer as advised and it is being returned to the warehouse.
The refund has been initiated to the customer's bank account. We allow 5-10 days for it to reflect in the bank account.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:09/11/2023
Type:Service or Repair 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 the X5 H2O Mop in 2022. As the item has a warranty, I contacted the company to inquire about how to file for a warranty claim. They said my warranty is good until 30 Sep 2023 and requested photos or video of the issue. I sent them two videos, one showing that upon plugging the mop in, before it is turned on, it starts leaking water at a very fast rate, causing most of the water to be expelled before it starts the steam production. The second video showed that the on/off button no longer works, as I pressed it several times, and the mop continued to spray steam until it was unplugged. The response I got from customer service was that "the mop is producing steam" and they are not going to honor the warranty. All the phone numbers that I have found are either scam numbers or tell you that you're not allowed to call the number. All I want is for my warranty to be honored, as the item is no longer working despite my following all the care and use instructions.
Business Response
Date: 09/18/2023
The customer placed the order on our website on 8/29/2022 for H2O Mop X5. Attached for reference.
The order was shipped through *** however the customer did not receive the shipment so a reship was processed on 09/23/22 as per which the warranty expires on 09/23/23.
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 Aug 27, 2023 through helpdesk ticket ******** to if the mop was still under warranty. Our customer service team responded accordingly by giving warranty details.
The customer informed that her mop was not working properly and sent videos upon request for our customer service team to check. As per the videos, the mop seemed to be working in good condition. The customer insisted on getting the replacement main body-steamer under warranty.
The replacement order ********* was placed on 9/12/2023 for **** ************ by our customer service team. The replacement order was shipped through *** tracking ******************. The estimated delivery date is Wednesday, September 20 by 7:00 P.M. and the same was informed to the customer through active ticket *********
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:08/16/2023
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 the x-5 mop on 8/10/2023 and by mistake I ordered 2 of them and want to return 1 of them ,but the companies phone goes unanswered and their website portal doesn't work so I can't get an return authorization or even contact anyone at Thane USA.com/ support for customer service and I can't register for their warranty service.
Business Response
Date: 08/24/2023
The customer placed 2 orders. One order was placed over the phone IGNITE-497753815 and another order was placed on our website ********************* *or MOP X5.
The web order was shipped through *** ******** ****************** and the phone order was shipped through *** ******** ******************. Both orders were delivered on Monday, August 14 at 4:16 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.
The customer was sent 2 invitation links to his email ********************* to register on our customer support support however at this time the customer has not yet registered and the links have expired.
We reached out to the customer through helpdesk ticket 44495868 on Aug 16, 2023 to advise customer to visit any nearest UPS store to refuse to accept any one of the shipments so it will be returned to our warehouse with the same carrier.
The customer updated us through the same ticket that he visited the *** store to refuse the shipment however the carrier has yet not updated the tracking status for either of the orders. We will initiate the refund after the item is received back in our warehouse once the customer has refused the order.
Kind Regards,
Thane USA Inc.
Initial Complaint
Date:07/26/2023
Type:Delivery 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 purchased the steam mop by phone on 4-29. I paid for the item in full and included the warranty for a total of $215. I have filled a claim with *** as I never received the package. It was showing that it was delivered and left at front door. However, upon further review and investigation by *** the determined the package was actually dropped at the wrong location and they marked it as lost. *** has tagged the package as lost and approved my claim. It states on *** dashboard that they have contacted the shipper (Thane). I have reached out MULTIPLE times through the “support tickets” only to receive a generic response. I paid for this item in full in April it is now almost August and I still do not have the item I paid for or a FULL refund! If I do not see a FULL refund in 3-5 business days I will be contacting an attorney! This is theft and fraud!
Business Response
Date: 08/04/2023
The order was placed on 4/29/2023 6:15:00 AM though phone for H2O Mop X5 Dual Blast Deluxe Elite System. Attached for Reference.
The order was delivered to customer's shipping address on 05/08/2023 3:46 P.M. though *** ******** *******************
We investigated the matter with our 3rd party fulfillment center and the carrier. As per the update and according to *** records, 1 parcel was delivered on 05/08/2023 at 3:46 PM and left at customer's front door.
The customer contacted us through our Customer Support Portal by submitting multiple helpdesk tickets and was advised about completed successful delivery of his package.
However, in Good Faith of the Company, the refund has now been initiated to customer's account today. We allow 5-10 days for the refund to reflect in the bank account.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 08/09/2023
[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:
Thane,
If you have honestly reviewed this case with 3rd party you would be aware that *** has admitted mis delivering the package and being unable to locate it. Please do not state that you are doing anything for me in “good faith” as I have been waiting since May and spent countless hours on phone calls in an attempt to locate a product I paid for and never received. I was completely unable to get this ordeal resolved by multiple attempts to contact this company. Nothing was done on your part to rectify a valid customer complaint until I contacted the BBB. I cannot thank the BBB enough for assisting me in the resolution of this complaint. Hopefully the company will do what they said and issues a full refund. I do know that *** has already paid them for the claim since they lost the package so there is no reason I should not receive my money back.

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,

Mark *****
Initial Complaint
Date:07/14/2023
Type:Product 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.
in Oct 2021 I moved into my house and I rerceived a promotion from Thane offering a rug cleaner steam mop and clothes steamer doe over 300.00 I have pets so I wanted to be prepared for any accidents being that my home has carpet. I really didnt need to unpack the box until few months ago, unfortunately the rug cleaner dosent work, ( it doesnt put the cleaning product on the rug ). When I use a spray bottle with a carpet cleaning solution in it the cleaner will pick that up. I have tried to contact thane many times thru e mail and each time i get a message from the mail demon
i tried to contact them again today and ask for a link to reset my password, i never received the link.
Business Response
Date: 07/19/2023
The order was placed on our website on 1/29/2022 for H2O Steam FX Pro.
The order was delivered to the customer 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 was sent 4 invitation links to her email ******************** but all the links expired.
We reached out to the customer through helpdesk ticket 44116383 on Jul 19, 2023 12:25 PM to inquire about the issue and currently in conversation with her through the same ticket.
Kind Regards,
Thane USA Inc
Customer Answer
Date: 07/20/2023
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,

Catherine ******
Initial Complaint
Date:07/07/2023
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 Abdoer 360.00 elite. The add that I ordered from said it came with 3 DVD's and couple of other items, I did not receive the other items.
I have emailed them several times, I did receive a couple of responses from them.
They claim this item did not include the other items, I have to go online to the site for the videos.
Not true, I would not have ordered it without the DVD's as my TV dose not have internet capabilities.
Also I have tried logging in several times on my phone all I get is a blank screen or an error message.
This company is a scam.
I received another e-mail offering a 45.00 dollar refund and the DVDs.
I replied, I told them I would accept the offer if they could tell me what is wrong with the equipment and how to correct the problem. One of the problems is the back bar is supposed to sit flat across the seat for storge, it dose not, it sits at a diagonal position. (difficult to store under the bed)
I have replied to Thanes last e-mail 4 times now with pictures of the unit. Every e-mail comes back undeliverable(mailer Demon). So now they have basically strung this along until the time has expired to return the unit. I have not even had the opportunity to even try using it.
I believe they have blocked my email address as the e-mails come back undeliverable.
There is no phone number to contact anyone.
I ordered this unit on about 6/7/2023. I paid for it with credit, the price 260.00 plus 27.40 in interest, Total 287.40.
This unit is absolutely useless to me without instructions on how to use it and unusable without the proper parts. this unit could be an accident waiting to happen.
I would like a full refund, and if they want the unit back they can pay the shipping.
I will not return the item until I have a full refund.
It seems to be the only option since they are uncooperative and have obviously blocked my e-mail address.
Business Response
Date: 07/12/2023
The order was placed on our website on 6/5/2023 for Ab Doer Elite. Attached for Reference.
The order was delivered on Thursday, June 08 at 4:26 P.M. through *** ******** *******************
The AB Doer Elite unit is shipped with the main unit along with the access to Healthy Eating Guide; Tracking Calendar and an online streaming link. The product shipped to the customer is as advertised. Attached for Reference.
The customer has an active account on our support portal through which we can be reached at anytime.
The customer reached out to us through helpdesk ticket ******** on Jun 26, 2023 to inquire about bonus freebies and DVDs to which our customer service team responded promptly to clarify the offer and what is included with the unit.
The customer has now been provided instructions on Storage and Transportation that are available on Page 15-16 of User Manual. User Manual attached for reference.
The customer was also provided the RMA #***** along with a discount and DVDs of Ab Doer 360 model as customers can use any of the former routines on any Ab Doer version.
As per our Return Policy ******************************************** , the refund is initiated to customer's account after the item is received and logged at our fulfillment center.
Kind Regards,
Thane USA Inc.
Business Response
Date: 08/04/2023
The customer has been provided with RMA Number ***** and Return Address if he does not wish to keep the unit.
As per our return policy ******************************************** , the 30-Day Return Period expired on July 10, 2023 however we are ready to make an exception to accept the return of this merchandise in Good Faith of the Company.
The customer has an active account on our Customer Support Portal through which we can be reached at any time for assistance as customer's email has not been blocked.
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.
Customer Answer
Date: 08/07/2023
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.
As I stated before, they need to pay for the shipping cost to return this item.
I want a full refund before I return this item, I do not trust this company at all.
Also, I did remove the the rollers, and it made no difference.
I also had someone else look at this unit, same conclusion. It is nothing more than a cheap piece of junk.
Not safe to use, and dose not fold up properly.
I want my money refunded in full. No shipping cost.
They sold me a unusable piece of defective garbage.
They need to pay the shipping.
My email has been blocked I sent you the proof.
Regards,

Robin *****
Initial Complaint
Date:06/19/2023
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 a training collar back in May. I registered with the Thane site so I could get assistance later on.. I went back to the site and it wouldn’t let me login because it said my username was incorrect. Since May 15 I have been trying to find someone to speak to email or text about the situation. I have called every number available, leaving messages . I have sent an email to every address available and I have heard from no one.. all I wanted to do was get the smaller collar in place of the larger collar which I ordered in error. At point my dog is two months older! if they can straighten this out contact me and send me the collar I need , great. if they don’t want to do that or not willing to do that then I can just collect a refund and be done with it. This company needs to understand that you need to have an open way to communicate with your customers. This is the worst experience I’ve ever had with a company. I have been in a limbo zone ever since I ordered this thing aggravation doesn’t come close to what I’m feeling.
Business Response
Date: 06/21/2023
The order was placed on our website on 5/11/2023 for Perfect Dog Command Collar + Online Streaming Large.
The order was delivered on Tuesday, May 16 at 11:28 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 support portal through which we can be reached at anytime. Currently, we are not in receipt of any helpdesk ticket submitted by the customer.
We reached out to the customer through helpdesk ticket 43792661 on Jun 21, 2023 11:38 AM to suggest the customer to dispose of the product.
The refund has been initiated to customer's account today. We allow 5-10 days for the refund to reflect in the account.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 06/21/2023
[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 for the business to perform this action and, if it does, will consider this complaint resolved.
Although the action by the business was not what I requested, if this is the way they want to handle it. It’s fine with me. What I wanted was a way to communicate with this company. They talk about this portal that we all have access to which is fine and good when it works. When I try to get back in and tell them what the problem was, it wouldn’t let me. My username was incorrect , per the system and I had no way to find out what it was.
And I couldn’t find a way to reset it either.
The attitude of this company leaves much to be desired, so I’m probably better off not doing business with this company anyway. Thank you to everyone who helped in resolving the situation.

Regards,

Harry **********
Initial Complaint
Date:06/13/2023
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 reached out to Thane via the customer support portal on 5/15/23 and received a generic "we received your inquiry" response stating to allow 1-2 business days to receive a response. I have yet to receive a response. I sent another inquiry this morning (6/13) despite the portal's insistence on not sending duplicate inquiries. I am trying to find out how to get an exercise poster or some sort of documentation showing all the different equipment configurations and exercise options for the Total Flex L. When I ordered, it looked as though a poster would be included, but it was not. I'm not sure if I even have access to the live streaming site anymore, but it had very specific workouts, and I want to see all the options available with this equipment and cannot get a response.
Business Response
Date: 06/16/2023
The order US******************* was placed on our website on 4/12/2022 for Total Flex L w/Performance Pack.
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 through which we can be reached at anytime.
The customer reached out to us first on May 7, 2023 through helpdesk ticket ******** requesting for exercise wall guide to which our customer service team responded accordingly by providing Wall Exercise and Meal Chart. The information is included in User Manual also.
The customer submitted another helpdesk ticket ******** on Jun 13, 2023 on which our team responded again with Healthy Eating Guide, Exercise Wall Chart, and the link for streaming online exercises.
Kind Regards,
Thane USA Inc.
Customer Answer
Date: 06/16/2023
[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,

Brooke ******

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Thane USA, Inc is NOT a BBB Accredited Business.