We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Marketing Services

Thane USA, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Marketing Services.

Reviews

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

Find a Location

Thane USA, Inc has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Review Ratings

    1.11

    Average of 82 Customer Reviews

    Want to share your experience?

    Leave a Review

    Review Details

    • Rick S

      Date: 12/12/2023

      Rick S

      Date: 12/12/2023

      Mop works well as sold. My problem is with the extra $200 I was charged for things the website ordered for me against my will. I was unable to delete the items or proceed without choosing the items. If you want to return or communicate in anyway you have to jump through a gauntlet of steps to access their contact information which is email only. The return process is so difficult you will give up and accept getting ripped off. I wish I never saw this product that I am paying hundreds of dollars for.
      Buyer beware…
      **** *

      Thane USA, Inc

      Date: 12/27/2023

      The order was placed on our website on 10/28/2023 for H2O Mop X5 and H2O Mop e3 along with X5 Super Clean Kit and Descalers.
      The order was delivered on Wednesday, November 01 through UPS Tracking ******************.
      When the customers place the order on our website, the upsells are offered at the later stage when a customer first select the main mop. The customers can either choose the upsells according to their requirement or they can skip it with an option of “No Thanks”.
      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 any time. However, we are not in receipt of any helpdesk request from the customer.
      We reached out to the customer through helpdesk ticket ******** on Dec 18, 2023 and informed the customer that we are unable to assist with the return now as the items were delivered to the customer on Wednesday, November 01 and is past the 30-day return period as per the return policy ********************************************
      In Good Faith of the Company, we are happy to offer the customer a $45 discount on purchase price of the order. The refund has been initiated to customer's account. We allow 5-10 days for it to reflect in customer's account.
      RETURN POLICY:
      Our 30-day money back guarantee entitles the customer to a full refund of the purchase price, less the shipping and handling charges if the customer is not satisfied with the product. The return policy is presented to the customer on the product website and on their packing-slip.
      WARRANTY:
      The product has a limited one-year warranty.
      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”). Should the product prove defective during the Warranty Period, the customer should email our Customer Service Center at ********************************* Under this limited warranty, Thane USA Inc will replace any parts found to be defective due to a manufacturer’s defect. A shipping and processing charge will apply to any replacement undertaken by Thane USA Inc.
      CUSTOMER SERVICE PORTAL:
      Our customers can access their account and contact us for assistance by logging into our customer service portal at **************************  Kind Regards,
      Thane USA Inc.

    • Shereen L

      Date: 11/30/2023

      Shereen L

      Date: 11/30/2023

      I ordered the Thane H20 HD, I received my streamer, but there were items were missing. Thane did email me stating there may be items missing and directed me to their portal to create an account, which I did. I messaged them several times and never received a reply back. It's been awhile since I ordered my steamer, but now I want to use the window cleaner and duster which I received the attachment for the window cleaner but not the duster, plus I did not receive the pads. I can't find any where to order them. Very disappointed

      Thane USA, Inc

      Date: 12/07/2023

      The order was placed on our website on 3/18/2022 for H2O HD DUAL BLAST DELUXE SYSTEM.
      The order was delivered with 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 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 initially on March 18, 2022 through helpdesk ticket ******** regarding a payment concern. The customer at that time did not mention about additional accessories and our customer service team assisted the customer accordingly.
      We are not in receipt of any support helpdesk ticket after that.
      We have different mop models available with different configurations which makes the difference in accessories package. The customer received all the accessories as part of the configuration that was purchased.
      We reached out to the customer through a helpdesk ticket ******** on Dec 7, 2023 to inform the same and suggested the customer to provide us the accessory name from User Manual, so that we can provide the cost and availability accordingly if customer wishes to purchase.
      Kind Regards,
      Thane USA Inc.

    • Angela W

      Date: 11/30/2023

      Angela W

      Date: 11/30/2023

      I ordered a replacement part January 2023. All I needed was the heating element, but they sent that and a new tank. I paid for it + shipping as my unit was out of warranty. The replacement element only lasted for about 5 uses. Since then, I have sent at least 8 emails including a video, gone to the portal as many times trying repeatedly to get someone to send a warranty replacement heating element. When I put in a request in the portal, I get a new email from them asking for the same thing repeatedly. They have no way to upload a video in the portal and my reply emails keep getting rejected. When I found a number to call, it hangs up on you. I filled out the warranty form too and guess what? They emailed me to send a video which I have already sent repeatedly to all the return email addresses I have received. Some of my emails appear to send and others come back rejected as no such email or no reply email. It is clear to me that they are using the "send a photo/video" request as a way to avoid honoring their warranty.

      Thane USA, Inc

      Date: 12/07/2023

      The customer reached out to us initially on Jan 23, 2023 through Warranty helpdesk ticket ******** and informed that the water tank cap element inside the Water Tank had broken. After getting some pictures from the customer, The replacement water tank order was placed on 1/27/2023 and customer paid for the part cost and S&H as per the terms of warranty.
      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 received the 2nd helpdesk ticket ******** from customer on Oct 17, 2023 as the customer complaint that the heating element was not working. Our customer service team responded to the customer requesting for some videos to determine which part was causing the issue. We did not receive any response on that ticket.
      The customer later submitted another helpdesk ticket ******** on Nov 4, 2023 with the same issue and later provided a drop box link on request. Upon accessing the link ********************************************************************************************************** , it showed that the item was deleted so our team could not access the video. The same was informed to the customer also.
      Our customer service team sent another request and reminder to the customer with same information on Nov 30, 2023 through helpdesk ticket ******** and has requested to customer to submit some videos so that we can determine which part needs to be replaced to assist the customer in best way possible.
      Kind Regards,
      Thane USA Inc.

    • Maureen K

      Date: 10/30/2023

      Maureen K

      Date: 10/30/2023

      I ordered the Thane H2O Mop and received it and was billed in Septempber and now in October Thane is trying to bill me again for something I never ordered. **** ** ******* lsent a fraud alert to decline the charges. When I try to cdall Thane you cannot get through. A recording keeps saying enter your mailbox number. What is that? Thank goodness *** jumped in.

      Thane USA, Inc

      Date: 11/10/2023

      The order was placed online on 9/29/2023 for H20 Mop X5. The customer opted for 3- Pay Monthly installment payment plan.
      The order was delivered on Saturday, October 07 at 10:46 A.M. with UPS Tracking ****************** and USPS Tracking **************************.
      The 1st installment was charged on 09/30/23 when the order was processed. The 2nd installment was due on 10/30/23 and 3rd installment will be charged on 11/29/23.
      The customer was provided this information with Order Summary that was sent to customer's email **************.
      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 has an active account on our customer support portal.
      Kind Regards,
      Thane USA Inc.

    • Geri N

      Date: 10/13/2023

      Geri N

      Date: 10/13/2023

      I ordered the H2O HD steam mop not realizing it does not come with all of the attachments that the basic one comes with. I want to return this mop and purchase the lower model. The e-mail that was sent to register does not work. I have requested support on their worthless website three times and have not received a response. Is this a stall tactic so that I can't return due to not meeting the "within 30 days" requirement? How do I contact a human? The person I talked to at the phone number listed on the website to order an H2O mop says that you have to go to the worthless website *****************.
      It is impossible to get any support.

      Thane USA, Inc

      Date: 10/18/2023

      The order was placed on our website on 9/28/2023 for H2O HD.
      The order was delivered to customer's address on Friday, October 06 at 3:50 P.M. with UPS Tracking ****************** and USPS Tracking **************************.
      The configurations and promotional offers for the various mop models we have will differ since we run several promotional campaigns on various platforms.
      Our Customer Service Team is fully online as we do not operate an inbound phone line. The customer was sent 2 invitation links to his email ************************ but both links expired due to which the customer was unable to register successfully.
      The customer reached out to us through helpdesk ticket ******** on Friday, Oct 13, 2023 requesting to return the order. Our Customer Service Team responded on Monday, Oct 16, 2023 with Return Authorization Number and Return Instructions.
      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.
      RETURN POLICY:
      Our 30-day money back guarantee entitles the customer to a full refund of the purchase price, less the shipping and handling charges if the customer is not satisfied with the product. The return policy is presented to the customer on the product website and on their packing-slip.
      WARRANTY:
      The product has a limited one-year warranty.
      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”). Should the product prove defective during the Warranty Period, the customer should email our Customer Service Center at ********************************* Under this limited warranty, Thane USA Inc will replace any parts found to be defective due to a manufacturer’s defect. A shipping and processing charge will apply to any replacement undertaken by Thane USA Inc.
      CUSTOMER SERVICE PORTAL:
      Our customers can access their account and contact us for assistance by logging into our customer service portal at **************************

    • Kathleen H

      Date: 10/12/2023

      Having seen the infomercial on TV for the H20 MOP X5, I thought it might work well for cleaning my carpet and upholstery as well as vinyl floors. What I found was that, while the spray looked like steam it did not feel hot enough for that. I was able to hold my hand about 3-4" for extended period of time and not feel terribly uncomfortable. Instead, there was a pooling of water. Likewise, when I used the mop on the floor with the pad it was very wet, and I ended up having to dry it with a towel. Where I didn't towel it dry, there was a sticky residue. It LOOKED shiny, but I could not stand the feel. The return policy states: Thane ensures the quality of our products. We offer a 30-Day-Money-Back Guarantee and standard 1-Year Limited Warranty on all products purchased from us. If within 30 days of receipt, you are not completely satisfied with you(r) purchase, simply return your purchase for a full refund (less shipping and handling charges) by following the steps below" and then steps are outlined. No video justification was listed as part of the requirement. I am currently stuck on their response asking me for a video verifying the problem. Not sure how to video "unsatisfied". They specifically requested a video of the steam or lack thereof. Tried sending short video and I'm unable due to it being too large (even when edited down. I replied so stating and told them if they did not abide by their Return Policy and send me an RA within 24 hours, I would be contacting BBB. I have heard nothing. Returns are laborious - I've been working on this for 10 days. Persistence is the name of the game here, and I will not be purchasing a Thane product in the future.

    • Mary W

      Date: 10/03/2023

      Mary W

      Date: 10/03/2023

      Very disappointed. Ordered an AB Doer 360 for my husband’s birthday. Ordered 9/20/2023. The 6-pack massage roller broke first week. Plastic piece that holds roller on.
      I have tried to register several times with no results. I have called all the numbers for Thane company- no results. If I do get through on a number, it is a prompt system trying to sell or give you other stuff. Because I ordered the additional accessories, we received online trainer and have not been able to access that either. There is no customer service to help out when needed. I have put a request for assistance online- no results. I have also filled out a review one star- telling my problems- so the company sent me a request for me to confirm my review. I did and when they sent confirmation back they had an incorrect phone number. Biggest problem - you can not reach a person. IF I can not register the product- to get my needed part and access to trainer. Very frustrating and disappointing.

      Thane USA, Inc

      Date: 10/12/2023

      The order was placed on our website 9/20/2023 for AB DOER 360 PRO.
      The order was delivered on Saturday, September 23 at 12:31 P.M. with 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 any time.
      We reached out to the customer through helpdesk ticket ******** on Oct 12, 2023 to provide assistance and have requested the customer to submit some pictures of the issue so that we can assist with the replacement as per our warranty terms.
      Kind Regards,
      Thane USA Inc.

    • Donna I

      Date: 09/22/2023

      Donna I

      Date: 09/22/2023

      I received a broken product. I am trying to create acct to get RMA tag to return. Can't complete! Use chat for help can't complete. Called number ending in **** want to sell me more crap and then disconnected. Never will I ever purchase from this company. If you value you hard earned money you won't either.

      Thane USA, Inc

      Date: 10/03/2023

      The order was placed on our website on 9/7/2023 for Total Flex L and Body Buzz Muscle Massager.
      The order was delivered through UPS tracking ****************** and ****************** on Saturday, September 16 at 6:34 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 through which we can be reached at anytime.
      We reached out to the customer through helpdesk ticket ******** on Sep 28, 2023 to request the customer to send us some pictures and a short video of the issue with Body Buzz Muscle Massager.
      The customer sent us the pictures and after checking, a replacement order ********* was placed by our customer service team on 10/2/2023 for a new Body Buzz Muscle Massager free of charge under warranty. The customer was also informed the same through active ticket ********.
      Kind Regards,
      Thane USA Inc.

    • Richard B

      Date: 09/11/2023

      Richard B

      Date: 09/11/2023

      Having read many reviews posted seems like they are doing the same thing to all. Ordered it having seen the infomercial with glass and fabric cleaner included. Sent a message through the portal and my login and invite disappeared. So I have no way to contact, complain or anything. I'm sure they have all the legal things covered.

      Thane USA, Inc

      Date: 09/21/2023

      The order was placed on our website on 8/29/2023 for Standard H2O Mop HD.
      The order was delivered on Friday, September 01 at 1:25 P.M. at Front Door 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 and helpdesk through which we can be reached at anytime.
      The customer reached out to us through helpdesk ticket ******** on Sep 5, 2023 regarding additional accessories for H2O Mop HD. The customer was informed that we have different mop models available with different configurations. The accessories that the customer was referring to are Optional Accessories as mentioned in the User Manual and could be purchased separately.
      We provided the cost for purchasing additional accessories and placed an order ********* for accessories as requested by the customer.
      The new order for accessories was shipped through UPS tracking ****************** with Estimated Delivery Date of Tomorrow, September 22 by 7:00 P.M. The same information was provided to the customer through active helpdesk ticket ******** and 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.

    • Maria R

      Date: 08/31/2023

      Maria R

      Date: 08/31/2023

      I placed an ordercfor the H20 MOP X5, on August 31. I saw it on TV advertised for 3 payments of $43. for the mop and 10 attachments! This is what I expected to pay!
      But, on the recording they charged me the FULL PRICE of $173.14. I never spoke to anyone directly. I do NOT appreciate that and want a FULL REFUND to my Mastercard.
      I have created an account, gave my information and what a coincidence.....when I pressed SUBMIT, it did not go through because I did not receive confirmation!
      I paid for the 2 yr. warranty, too.
      I just want to cancel the order and get my money back!!

      Thane USA, Inc

      Date: 09/11/2023

      The order **************** was placed over the phone on 8/31/2023 for MOP X5 and 2 Year Extended Warranty.
      The order was shipped on 09/01/23 through UPS tracking ****************** with Estimated Delivery on Sept 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.
      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 ****************** 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.
      We reached out to the customer through helpdesk ticket ******** on Sep 5, 2023 regarding cancelling the 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 25% discount on purchase price of the order or to refuse the shipment upon arrival.
      The customer refused the shipment on 09/08/2023 and the package is getting returned to the warehouse with UPS Tracking ******************.
      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.

    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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.