Reviews

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

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  Thane USA, Inc

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

• 

  Thane USA, Inc.

  8730 Military Rd Ste 150 Reno, NV 89506-8932

• 

  Thane USA, Inc

  5255 Orbitor Dr #501 Mississauga, ON L4W 4Y8

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  Thane USA, Inc.

  16620 Stagg St Van Nuys, CA 91406-1630

Review Details

• Review fromMary S

  Date: 03/09/2024

  1 star

  Mary S

  Date: 03/09/2024

  I have been trying for 5 days to get answers on how I can ship my order back for a refund and get no answer. I need a return # and nobody will send me one to put on the original box so I can get my money back. They sent me a link for a person who could maybe help me but when you click on that person’s link you first need to pay $1.00 and it could go up to $50 if I needed more help. I didn’t agree to that. So I have a mop that cost $194.00 and can’t return for my money back. I would never buy anything else on line again.

  Thane USA, Inc

  Date: 03/14/2024

  The order ********************* was placed on our website on 2/19/2024 for H2O Mop X5 Dual Blast.
  The order was delivered on Thursday, February 22 at 1:32 P.M. through UPS Tracking ****************** and USPS 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 and there is no cost involved in requesting for any help through our portal.
  The customer reached out to us through multiple helpdesk tickets and was provided Return Authorization Number *** ***** on March 5 and March 12, 2024 as requested through helpdesk tickets ******** and ********.
  The shipment was sent back today by the customer through USPS Tracking **** **** **** **** **** ** and the refund has been initiated to customer's account. We allow 5-10 days for the refund to reflect in the account.
  Kind Regards,
  Thane USA Inc.

• Review fromLyn W

  Date: 02/29/2024

  1 star

  Lyn W

  Date: 02/29/2024

  The company business practices are BAD. No real communication. The help request doesn't process. It's like they just put it there to make you think they are going to communicate with you and the help request never go's through. You don't get an answer in 1 or 2 days. The email said the product was delivered and it wasn't delivered. I looked up the tracking number I had 1 for the USPS and 1 for UPS. Either was deliver. I sent a message to cancel and not bill my credit card anymore. I will be calling my card banks after reading these reviews because my card decline to and ask me to try another one. They seem deceitful with there business. To me the company put so much in commercials and nothing in customer service so that tells me they don't care about the customer.
  I placed order on Feb. 17, 2024. One notice said delivered Feb 24, 2024, wrong city and state. Next notice said delivered to original sender GA US. No response to my help request
  They don't get a STAR its required

  Thane USA, Inc

  Date: 03/13/2024

  The order was placed on our website on 2/17/2024 for H2O Mop X5.
  The order was shipped on 02/20/24 through UPS Tracking ****************** and USPS Tracking **************************, however it was returned to sender by the USPS on February 24, 2024 without mentioning any reason. The shipment was delivered to our warehouse in ******, NJ on February 29, 2024.
  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 portal through which we can be reached at anytime.
  We reached out to the customer through phone to discuss about the complaint and the undelivered order. The customer agreed for a reship to correct address along with 20% discount on purchase price of the order.
  We confirmed the reship and refund in writing through helpdesk ticket ******** on 03/13/2024 and sent the information to customer's email address on file.
  An automated shipping notification will be sent to customer's email once the reship order ships from our warehouse.
  Kind Regards,
  Thane USA Inc.

• Review fromNebojsa D

  Date: 02/23/2024

  1 star

  Nebojsa D

  Date: 02/23/2024

  I called to place an order for my 89 year-old father. I went through the automated ordering process and typed in his debit card info. We never received confirmation about receiving the order or ETA on delivery. We cannot reach anyone to speak live to about the order. It's been 3 weeks and we have not received the order.
  This is obviously a scam. We are now forced to cancel his debit card and dispute his the charge if it in fact even went through.
  BEWARE, DO NOT ORDER ANYTHING FROM THIS COMPANY!!!

  Thane USA, Inc

  Date: 03/06/2024

  We are unable to locate the order in our system with the Name, Email and Zip Code provided as none of the orders match with the information.
  We would like to obtain the ship to address and email address that was used at the time this order was placed so that we can investigate the matter to track the package if the order went 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.
  Kind Regards,
  Thane USA Inc.  

• Review fromVictoria W

  Date: 02/14/2024

  1 star

  Victoria W

  Date: 02/14/2024

  I ordered a mop from this Company, and tried to cancel the order on their website 14 hours later. I was emailed back 2 days later saying it was already shipped, and could not be cancelled. To return it I must pay all shipping and handling charges. Please check the list of complaints before ordering from this Company. I should have done that before ordering. It is impossible to actually speak to anyone for clarification. ******** ********

  Thane USA, Inc

  Date: 02/22/2024

  The order was placed over the phone on 2/11/2024 for MOP X5.
  The order was scheduled to be delivered on February 14, 2024 through UPS Tracking ****************** and USPS Tracking **************************.
  We understand that our customers change their mind about the order and wish to cancel. It is important to note that in our efforts to get the customer's order delivered to them as quickly as possible, the customer may have as little as one hour or less from order placement to cancel the order.
  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 Sunday, Feb 11, 2024 to request the cancellation of this order. However, by the time our team contacted the customer, the order had already been processed to ship from our warehouse. The customer was advised to either keep the shipment with 10% discount on purchase price of the order or to refuse the shipment upon arrival.
  The customer refused the shipment on 02/22/2024 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.

• Review fromWanda G

  Date: 02/07/2024

  1 star

  Wanda G

  Date: 02/07/2024

  I am filing a complaint because you cannot get in touch with this company and their website is useless, they take your money but it is impossible to get in touch with them, I am not satisfied with the mop I ordered . It seems so cheaply made and flimsy and leaves my floors soaking wet. They say if you are not satisfied they will refund your money but it’s impossible to contact them, it seems like a scam to me

  Thane USA, Inc

  Date: 02/16/2024

  The order ********************* was placed on our website on 1/28/2024 for H2O Mop X5.
  The order was delivered on Monday, October 16 at 9:37 A.M. through UPS tracking ****************** and USPS 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 submitted a helpdesk ticket ******** on Feb 7, 2024 and requested to return the order. Our customer service team responded through same ticket with Return Instructions and RMA details on Feb 9, 2024 along with a discount offer if customer wants to keep the 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.

• Review fromCaren C

  Date: 01/27/2024

  3 stars

  Caren C

  Date: 01/27/2024

  As of 1/27 I am cautiously optimistic I'll receive a refund but I have significant trust issues w/this company and still believe they employ deceptive practices at the consumers expense. I finally made contact with someone representing Thane on 1/24/24 after not having any response to past inquiries. Thane emails from their customer service reps come from an address (********************** *************** [at] **********************>) apparently blocked by hotmail (Thane acknowledge sometimes there are server issues - "We have replied to all your emails. However, sometimes emails get blocked by the server, which could be the reason for non-receipt.") - buyers beware of significant communication issues. After BBB rec'd response from Thane, I once again submitted a "request for help" on their platform advising I had not rec'd any emails from them other than auto-emails confirming receipt of my requests and was able to provide an alternate email that was used successfully. It's frustrating as I had sent multiple notices that I hadn't rec'd information, surly they realized their messages were unsuccessful and they always had my phone # from the initial order - yet they will not call you. W/o the BBB involvement, I would have never known there was a potential email issue, yet should have from my repeated messages. After contact was made I was thankfully given until the end of the month to return the item which cost $29.95 via USPS. No apologies for the inconvenience or the communication problems. I'll update once more when/if refund rec'd. Much thanks to the BBB!

  Thane USA, Inc

  Date: 01/31/2024

  We apologize for the inconvenience caused due to Microsoft email server error because of which the customer did not receive any response.
  We were able to have successful communication with the customer through a secondary email and provided RMA details and Return Instructions through helpdesk ticket ******** on Jan 24, 2024.
  The customer provided return tracking number on Jan 27,2024 and the refund for returned shipment was initiated to customer's account on Jan 29, 2024.
  The same has been informed to the customer through same helpdesk ticket. We allow 5-10 days for the refund to reflect in customer's bank account.
  Kind Regards,
  Thane USA Inc.

• Review fromCaren C

  Date: 01/23/2024

  1 star

  Caren C

  Date: 01/23/2024

  The response posted here from Thane Direct is FALSE. I have never rec'd a response from Thane since sending my request to return the item on January 7. They implied sending an email response on 1/9 and 1/10 with information to submit return but no such emails were ever rec'd. Additionally, I sent follow up "requests for help" on Jan. 12 and again on Jan. 15 advising I hadn't heard from anyone regarding my request to return. So it was certainly clear, if they had sent a message - it wasn't rec'd. I always remained consistent in my messaging that I wanted to return the item. The only response rec'd was the auto-email receipt messages. As of 1/23 I still haven't rec'd any of the required information to return the product and it seems my 30days are now up - I am extremely upset and disappointed. This item has been packed and ready to return since 1/7. Here is a video documenting the email messages in my inbox, junk/spam, filter and in the deleted folder (none of which have been emptied) ******************************************* - there are no messages from Thane dated 1/9 nor 1/10. If there is truly a miscommunication it would be simple to remedy yet the company does nothing. I sent another message through their portal today offering a secondary email address. Most of the Thane response here is meaningless, talking about their self service portal which is not helpful when you have a problem and you need connect with someone. You have to contact them through the portal, yet there is no message center to record what you sent or for them to contact you through. I don't even know what email address their message may be coming from. I am an extremely unhappy customer! I still want this item returned for a refund. They offer a money back guarantee on the product but don't stand behind it.

  Thane USA, Inc

  Date: 01/26/2024

  Our Customer Service Team has been responding to all the tickets that the customer submitted and included the secondary email also in our previous responses.
  Our 30-Day Money Back Guarantee Policy is still active for this return and Return Instructions have already been provided to the customer.
  The customer received our response to her secondary email address provided and we are currently assisting the customer through active helpdesk ticket. We would advise the customer to provide us the return tracking number through the same ticket so that our team can initiate the refund asap.
  Kind Regards,
  Thane USA Inc.

• Review fromCaren C

  Date: 01/12/2024

  1 star

  Caren C

  Date: 01/12/2024

  company has questionable business ethics and deceptive practices. Placed order for H20 Mop on Dec. 16, 2023. On Dec. 17, 2023 I tried to cancel the order. It's virtually impossible to reach someone in customer service, turns out you have to create an online account on their website and even then, it's not so obvious what steps you need to take to cancel or return an order - as it is a self service platform you have to fumble through. I rec'd an email on Dec. 17, updating me that my order had been sent to a third party for processing and another Dec. 18 that item had been shipped. Per the website, you only have one hour after placing the order to cancel. Such a burden placed on consumers; it seems almost intentional - making it difficult for shoppers to change their mind. Return process is not straight forward, had to go to their website - watch a video on how to request a return - then requested the return on Jan. 7, 2024. Though they offer a 30-day money back guarantee, I rec'd an auto email response that the request will be reviewed for validation and approval. Today is Jan. 12 and I am still awaiting word on approval/instruction to return, the web says items have to be rec'd w/in 30days. It also states they respond within 2-days, I've been waiting 6-days. If you return w/o an assign # then refund will be voided. Sounds like a stalling tactic. I have huge regrets making this purchase, they seem to have numerous complaints. When they do email you, even the email address (****** *** **** ** ******** *** ***) is deceptive. They'd like you to think you're communicating with someone named Jane T***** - however you cannot respond to this email address - it bounces back. I'm already sensing that I will not receive response in time to return this item or that it will come so late that it will require overnight shipping which may be cost prohibitive and def chip away refund. Horrible experience

  Thane USA, Inc

  Date: 01/22/2024

  The order was placed on our website on 12/16/2023 for H2O Mop X5.
  The order was delivered through UPS Tracking ****************** on Tuesday, December 19 at 1:41 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 has an active account on our customer support portal and helpdesk through which we can be reached at anytime.
  We understand that our customers change their mind about the order and wish to cancel. Customers are directed to log into our customer service portal at support.thane.com/ to access their account and follow the steps to cancel the order. It is important to note that in our efforts to get the customer's order delivered to them as quickly as possible, the customer may have as little as one hour or less from order placement to cancel the order* Our systems are automated to ensure the fastest order processing and shipment times possible and once an order has been processed and sent to fulfillment we are unable to cancel an order.
  The customer reached out to us first through helpdesk ticket ******** on Dec 17, 2023 requesting to cancel the order. Our customer service team responded to the customer suggesting the order was already delivered to the customer so cancelation was not possible.
  The customer later submitted another helpdesk ticket ******** on Jan 7, 2023 requesting to return the order. The team responded to the customer on Jan 9 and Jan 10 with Return Instructions and RMA detalils mentioned below:
  The return authorization number is *** ******. We request to include this RA number on the shipment.
  Return Ship to address ****** *********** ***** ***** ******* *** ***** ** ***** 
  Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account. We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly.
  Kind Regards,
  Thane USA Inc.

• Review fromDebra J

  Date: 12/28/2023

  1 star

  Debra J

  Date: 12/28/2023

  I purchsse Ab doer. Paid on full on Mastercard. Received updates. Then I received an email that it was delivered on Dec 22, 2023. But UPS said it was delivered back to sender on the dock. I can't speak to no one. They don't answer the phone and I have emailed several times awaiting a response. I want my money back because there is no product. They are scammers. Fake

  Thane USA, Inc

  Date: 01/11/2024

  The order was placed on our website on 12/16/2023 for Ab Doer 360.
  The order was initially shipped through UPS Tracking ****************** and was returned to our warehouse on Friday, December 22 at 10:32 A.M. due to duplicate/multiple tracking numbers as stated by the carrier.
  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 Dec 26, 2023 to inquire about the returned package. Our customer service team confirmed the address from customer and processed a reship on 12/30/23 after verifying the address.
  The Reship Order was shipped through UPS Tracking ****************** and it was delivered to customer on Friday, January 05 at 4:17 P.M.
  Kind Regards,
  Thane USA Inc.

• Review fromJoshua D

  Date: 12/26/2023

  1 star

  Joshua D

  Date: 12/26/2023

  Company charged my cc an extra $900 and can not get in touch with ANYONE!!! Having to dispute with my cc and get a new card. Y’all suck ***** ****!! Don’t ever buy anything from this company!!

  Thane USA, Inc

  Date: 01/09/2024

  The customer placed the order on our website on 12/11/2023 for AB DOER 360 PRO.
  The order was cancelled by the customer through our customer support portal within 24 hours.
  The customer reached out to us through our customer support portal helpdesk ticket 46159146 on Dec 15, 2023. The customer inquired about the charges on the card used for placing the order.
  The customer was informed by our team that no charge was made to the card for this order as the order was cancelled before it could get processed. The previous charges were pre-authorizations which have been cancelled. It only takes a few days for the money to reach the bank account. This refund goes through in the form of a reversal.
  Kind Regards,
  Thane USA Inc.