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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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    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:06/13/2023

      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 by phone on 6-11-23. The phone call was all automated, no human. I did this through a TV ad, which said 3 payments of $43. Tried to cancel the order on 6-12, have no way of getting a hold of the company. They told me (at the time of the call) the charge would be $75. My Discover card says they want $88. Discover says payment is pending they have no way of stopping it. I did tell them I will dispute the charge. I will send the order back unopened. I want the ordered canceled and money returned. I was not given an account number or tracking number. If I had a way of contacting them I would do this myself. I don't want to do business with a company that will not talk to you

      Business Response

      Date: 06/14/2023

      The order was placed over the phone on 6/10/2023 for MOP X5 DELUXE ELITE SYSTEM and H2O Mop X5 Super Clean Kit. Attached for reference.
      The order is in transit and it will be delivered by *** with tracking ******************* The estimated delivery will be updated by the carrier on their site. 
      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. 
      We tried calling the customer on 06/13/2023 and 06/14/2023 to discuss the issue however, we were unable to reach the customer. 
      We reached out to the customer through helpdesk ticket 43699468 on Jun 13, 2023 1:35 PM on her email ***************** to explain the charges. The customer upgraded the mop order to a Deluxe System. 
      The customer has been advised that the order was already shipped from our warehouse and cancellation was not possible.
      We have asked the customer to refuse the shipment on delivery if she does not wish to keep the order so that it can be returned to our warehouse with same carrier.
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 06/20/2023

      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.]

      I did not accept the delivery of product.   It has been sent back on 6-15-23.  They have put 2 charges of $88.43 x 2 = $176.86  I need my money back ASAP before I have to pay interest on that amount.  I don't have the money to pay that much.  The payments where suppose to be 3 payments of $44, that is a rounded up figure.
       

      Regards,



      Marlene ********

      Business Response

      Date: 06/21/2023

      The order was placed by phone on 6/10/2023 for MOP X5 DELUXE ELITE SYSTEM with Super Clean Kit. Attached for Reference.  
      The order was scheduled to be delivered on 06/16/2023 through *** Tracking ******************. Attached for Reference. 
      We have many models available under X5 with different accessory configuration which makes the price difference. The customer placed an order for upgraded model. 
      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.
      The customer reached out to us through helpdesk ticket ******** on Jun 13, 2023 1:35 PM to request the cancellation of this order. However, by that time, the order had already been processed to ship from our warehouse. The customer was advised to either keep the shipment with 20% discount on purchase price of the order or to refuse the shipment upon arrival.
      The customer refused the shipment on 06/16/2023 and the package is getting returned to the warehouse.
      The refund has been initiated to customer's account today and the same has been communicated to the customer through ticket ******** . We allow 5-10 days for the refund to reflect in the bank account.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:05/11/2023

      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.
      At the end of January of 2023 I ordered a steam mop from Thane. I’ve used it 2-3 times and it’s completely stopped working. At the beginning of April of 2023 I’ve been trying to get ahold of someone to get the issue resolved. I’ve filled out requested forms on line in their provided portal, tried emailing customer service, tried calling but NOTHING has worked. I’ve not heard back from ANYONE AT ALL. I’d just like to get the mop FIXED or replaced. If not, I’d like to be refunded appropriately. I paid $183 for this steam mop and feel like it should continue to work with only having it a few months and only a few uses. Please help in contacting SOMEONE to get this resolved. I don’t have $183 just to flush down the drain.

      Business Response

      Date: 05/18/2023

      The order US******************* was placed online on 1/22/2023 for H2O Mop X5 Deluxe Elite System. Attached for reference.
      The order was delivered on Thursday, January 26 at 2:30 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 *************************/ at any time for assistance. 
      The customer has an active account on our support portal through which we can be reached at anytime. 
      The customer submitted 1st helpdesk ticket ******** on April 30, 2023 from his email [email protected] to inform us about the mop that stopped producing steam. Our customer service team requested the customer to submit some images and videos so that we could the assist the customer however, we did not get any response from the customer. 
      The customer submitted 2nd helpdesk ticket ******** on May 10, 2023 to get assistance regarding the same issue. Our customer service team responded accordingly and processed a replacement order LSQM70-3L for H2O Mop X5 - BODY (STEAMER) under limited 1-Year warranty. The replacement order will be delivered on Wednesday, May 24 by 7:00 P.M. through *** ******** ******************. The customer was advised by email about the order that was placed for a replacement part for the main body and was provided all the order details through ongoing helpdesk ticket ********. Attached for Reference.
      Kind Regards, 
      Thane USA Inc.

    • Initial Complaint

      Date:04/28/2023

      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 want to return my H20 steam cleaner. I have requested return information 3 ti.es from Thane. The site says they will email me which they have failed to do. I've tried calling them but tge number is always busy.

      Business Response

      Date: 04/28/2023

      The order US******************* was placed on our website on 4/14/2023 7:22:05 PM for MOP X5. Attached for Reference.
      The order was delivered on Friday, April 21 at 3:42 P.M. through FedEx 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 *************************/ at any time for assistance.
      The customer successfully registered and logged into our support portal recently on 4/27/2023 6:56:08 AM however we are not in receipt of any helpdesk ticket emails sent by the customer through our support portal.
      We reached out to the customer through helpdesk ticket ******** on April 28, 2023 to provide Return Instructions as requested by the customer.
      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:04/25/2023

      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.
      The product did not work for me and I have been trying to return it to no avail. All the phone numbers are not working or I get an auto message which does not pertain to returns. I don't know where to send it. They say I have to go into my account but I can't get into it. None of my passwords work and they don't respond with a correct link that will. I have been trying for over a week now and even tried to contact the salesperson who pitches it on TV with no luck. I want to return this mop and be done with this company!

      Business Response

      Date: 04/26/2023

      The order US******************* was placed on our website on 4/15/2023 9:48:14 AM for MOP X5. Attached for reference.
      The order was delivered on Wednesday, April 19 at 11:39 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 through which we can be reached at anytime.
      The customer reached out to us through helpdesk ticket ******** on April 25, 2023 and was provided Return Authorization Number RMA ****** on April 26, 2023 as requested.
      The return authorization number is RMA #****** We request to include this RA number, Order number and name on the shipment.
      Return Ship to address:  AMWARE FULFILLMENT ***** ***** ******* *** ***** ** *****
      Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account.  We suggest sending us the tracking number when the customer returns the item so that the refund can be initiated accordingly. Return Policy attached for reference.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:04/21/2023

      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.
      Unable to contact them about product arriving damaged. Can not email. Called several numbers listed and told to use the website. Even tried stopping the credit card, that didn't work. Can't contact them.

      Business Response

      Date: 04/26/2023

      The orde* **************** was placed on 2/27/2023 10:54:00 PM by phone for MOP X5. Attached for Reference. 
      The order was delivered on Tuesday, March 07 at 5:40 P.M. through *** ******** ****************** *** **** ******** *************************0.
      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 April 26, 2023 and left a voicemail to contact us through the customer support portal as customer did not provide an email address while placing the order over the phone.
      The product purchased from Thane USA Inc is warranted against defects in materials and workmanship under normal use and service to the original owner for one (1) year from date of original purchase (“Warranty Period”). Warranty Policy attached and available on website ************************************** 
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:04/03/2023

      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 ORDER THE H20 MOP AS SEEN ON TV. I ORDER 1, I RECEIVED 2 ONE FOR THE $200. WHICH I DID ORDER, THE OTHER ONE WAS FOR $250.00 NEVER ORDER THAT MO.P. AFTER 100 EMAILS ABOUT THIS MOP I FINALLY RECEIVED A PHONE CALL FROM EVA ,EVA TOLD ME TO SEND IT BACK WOULD I DID AND SHE WOULD COVER THE SHIPPING COST ...I DID IT COST $27.50, TO SEND TO DAYTON NJ..SHE GAVE ME A
      CREDIT OF $52.00 THEY OWE ME $200.00 PLUS THE SHIPPING COST OF $27.80..I HAVE FOR MONTHS NO
      TELE. NUMBERS ADDRESES. TRACKING # ******************

      PLEASE HELP I AM GOING OUT OF MY MIND ****** * ********

      Business Response

      Date: 04/05/2023

      The customer placed 2 orders on our website on 11/25/2022 for H2O Mop X5 Dual Blast and H2O Mop X5 Dual Blast Deluxe Elite System.

      The order US******************* was delivered through UPS tracking ******************. The order US-****************** was delivered through UPS tracking ******************.

      Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website *************************/ at any time for assistance.  

      The customer has an active account on our customer support portal through which we can be reached at anytime. 

      The customer reached out to us through helpdesk ticket ******** on Nov 26, 2022 to cancel both orders, however at that time, both orders had already been shipped and the customer was suggested to refuse one of the package when it arrived and offered a discount on 2nd order through a phone call. 

      We are not in receipt of any other helpdesk tickets after this conversation. The customer did not refuse the package and returned the shipment to our facilities without a valid and current RMA number issued by Thane. Return Policy attached. 

      The refund has now been processed as per the Return Tracking provided. We allow 5-10 days for it to reflect in the account. 

      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:03/31/2023

      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.
      First of all they advertised a H20 X5 Mop. They advertised 4 months at $52.99 per month with 1 free month. In return they charged my card for all 3 months upfront but when I had requested the payment plan of $52.99 per month for 3 months. But they took the full payment up front. Now I’m trying to go on my account to delete all of my information and credit card but I cannot.

      FURTHER THEY GIVE YOU PHONE NUMBERS BUT NO ONE ANSWERS. Everything is a recording. So now I want the full $158.97 returned to my card and I want to go on my account and delete the information PERSONALLY. So this has to happened ASAP or next I will go to the proper authorities and file a complaint ***** ********* *** *** ****** ********

      Business Response

      Date: 04/03/2023

      The order US******************* was placed on our website on 3/19/2023 3:29:19 PM for H2O Mop X5 Dual Blast @ 3 x $52.99 FREE s&h. Attached for Reference.
      Only 1 charge was made to the card for $52.99 on 03/20/23 which was the 1st instalment payment. We do not store credit card information as we are PCI compliant.
      Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website *************************/ at any time for assistance.  
      The customer has an active account on our customer support portal through which we can be reached at anytime.
      The customer reached out to us through multiple helpdesk tickets and was provided Return Authorization Number RMA ****** on March 24, 2023 as requested.
      The shipment was received back at our warehouse on 03/30/2023 and The refund was initiated to customer's account on the same day. We allow 5-10 days for the refund to reflect in the account. Attached for Reference.
      Kind Regards,
      Thane USA Inc. 

    • Initial Complaint

      Date:03/31/2023

      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 purchased Orbitrek MX last year. I cannot find any correspondence with order number. I have misplaced the power cord and need to order another. How do I do this. I’ve called all the numbers associated with Trane,only to get business signal on them all. Please advise

      Business Response

      Date: 04/03/2023

      The order US******************* was placed on our website on 9/8/2022 11:16:02 AM for Orbitrek MX. Attached for Reference.
      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 ***********************, however the link expired as customer did not register on time while the link was still valid. We have now sent another invitation link to register on our customer support portal.
      We reached out to the customer through helpdesk ticket ******** and called her on phone ***** ******** also to provide assistance as requested but her number was on voicemail.
      We are currently awaiting for a response to the helpdesk ticket.
      Kind Regards,
      Thane USA Inc. 

    • Initial Complaint

      Date:03/29/2023

      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 canceled the order in less than 24 hrs per policy stated -My debit ***** was charged twice and higher the amount of the original request to pur*****. The company has no way to connect - the website details are not functional click thrus for support. I can evidence the detail showing canceled order for 1 of the charges $156.85 and also received email that order shipped and I was charged; I have no detail at website customer support indicating credited. The 2nd charge $ 73.23 has also been presented to ***** and I have no detail at website customer support indicating credit.

      Business Response

      Date: 04/03/2023

      The 1st order US******************* was placed on our website on 3/27/2023 8:06:44 PM for H2O Mop X5 Deluxe Elite System and cancelled through our Customer Support Portal on the same day.
      The 2nd order US******************* was also placed on our website on 3/27/2023 8:18:27 PM for MOP X5. Attached for Reference.
      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 anytime. 
      The customer reached out to us through helpdesk ticke* ******** on Mar 29, 2023 with a duplicate payment concern to which our customer service team responded accordingly.
      Only 1 charge was made to the card for $156.85. The previous other charges were pre-authorization charges which have been cancelled.  It may take a few days for the money to reach the bank account. This refund will go through in the form of a reversal. Attached for Reference.
      The customer's order has been shipped from 3rd Party Fulfillment Center and will be delivered through UPS with tracking 1Z53ER91YW50584224.
      Kind Regards,
      Thane USA Inc.

      Business Response

      Date: 05/24/2023

      The refund was processed in 2 parts. One refund was processed for purchase price of the order along with the S&H charge.
      The 2nd refund has also been processed for remaining Tax amount. We allow 5-10 days for the refund to reflect in the bank account.
      Kind Regards,

      Customer Answer

      Date: 05/27/2023

      [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 the entire refund to resolve the complaint. I noticed the balance was refunded. How unfortunate to put the energy into repeated posts and requests for the company to honor the money back guarentee.


      ***** *****

    • Initial Complaint

      Date:03/29/2023

      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 purchased a steam mop on 3/5/2023 and the item does not work. I have tried to return the item as per their instructions but have not been successful. Also tried to create a trouble ticket but not successful. Can't contact the company. I paid $99.99 plus tax.

      Business Response

      Date: 03/30/2023

      The order US******************* was placed on our website on 3/5/2023 7:04:33 AM for H2O Steam FX Pro. Attached for reference.
      The order was delivered on Wednesday, March 15 at 11:45 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 through which we can be reached anytime. 
      The customer reached out to us through helpdesk ticket ******** on Mar 26, 2023 to which our customer service team responded accordingly and awaiting customer's response.
      Kind Regards,
      Thane USA Inc.

    Thane USA, Inc is NOT a BBB Accredited Business.

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