Complaints

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:03/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 2/21/24, I signed up for Thrive Market to shop on their membership-only shopping portal. The $60 fee is required just to see prices. They say you can get your money back if you don't like the experience or pricing. They advertise that you are saving a significant amount of money, which you are not, after comparison shopping. I went ahead and placed an order and Thrive said it would ship out the next day. They also said we saved $123 on the order lol...not true. No idea where this is even coming from, as Whole Foods, notoriously expensive, is cheaper. In our case, the order never showed up, and when questioned, Thrive said that the order was still in transit to the carier ******** This makes no sense. ***** picks orders up at businesses - how is anything in transit to the carrier? I demanded that the order be cancelled and refunded, which they did do. I also demanded my membership fee be returned, but they pointed me to some vague terms of service article showing that I'm a few days past their 30 day window. So they expect that I paid $60 for literally nothing.

• Initial Complaint

  Date:03/01/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Hello, I recently made a thrive order only the 2nd order of the year. It clearly showed my membership was current and renewed in 11/26/2024 as I always check this info. I was shocked to see a membership charge after my recent order. I did not consent to this charge as it was set to renew in 11/24. I was not notified by thrive of any issue about my membership and when I went to chat was not helped or given any info just that it was sent to a team. I was emailed that my November membership had declined causing this charge. I went to chat and ask why i had not been written in November, and why it still showed a renewal date of 11/26 shouldn't it have been changed to 02/24 if this were the case? I was very nice in the chat and told them i would like to find a resolution to continue business with them. Two different reps ended the chat without any info. I have not heard a rely to my email reply as well. I am shocked I had been a member since 2019. My daughter had been charged a membership fee after canceling and had to go through a series of chats to get a refund. I went and filed a claim with my bank as it feels like bad business. I used to be a single mother and if this is happening to other people it is shameful of Thrive because people cant afford to have nearly 60$ go missing!

• Initial Complaint

  Date:12/18/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 coconut oil online, today 12/18/2023 I find out that the company kept my financial information and told me I purchased a membership when I did not. Thirty two days after my initial purchase, they charged me $63.99 for I membership I did not agree to nor authorized this company to keep my payment information.

• Initial Complaint

  Date:10/28/2023

  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 was looking at the website to see if they offer product I would buy and whether it would be worth a membership for me. You can't see any products they offer/pricing without entering a credit card. I thought I might use it since I have friends that do, so I trustingly entered by cc info. Next thing I know, I have a membership. It didn't ask if I wanted a membership, it just charged me. I reached out numerous times, and was told they would not refund me. I never purchased anything, and still haven't. It feels shady and manipulative to not show the product until you pay for a membership, AND not explain that is what is happening.

  Business Response

  Date: 11/15/2023

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 (which is noted comes out to about $5 a month) which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $12. This information is provided when signing up. The signup process does provide different sections (Account, Plan, Payment, Confirm) members are required to click through and accept before you "start your membership" where members can decide if they want to yearly or monthly membership and are presented with the perks of both. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at  [email protected]. Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. The member created the account on 7/28/2023 for a yearly membership, which receive a 30 day risk free period. The member reached out on 9/12/2023 requesting to cancel the membership, one of our agents reached back with an alternative at a lower rate, we did not receive a response and proceeded with the membership. We then received a dispute with the bank on 10/3/2023, which we declined because the 30 day period had lapsed. We cancelled the upcoming renewal and the member will not be charged after 7/27/2024, and the account will be automatically cancelled. No further action is necessary. 

  Customer Answer

  Date: 12/11/2023

  I’m not satisfied with their response. I still have not used the membership they automatically took. I thought I was putting my cc info in so I could LOOK at what they sell. What kind of business charges a membership before they show you what it includes? Is that even legal? I’m supposed to read a lengthy document before I can look at what they are selling? It is a scam. I didn’t even realize I had a membership. It automatically happened when I just wanted to look at what they sell. I want my words on BBB showing what kind of company they are. They won’t give my $65 back. and I got nothing out of it. The customer service is horrible. 

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 was pushed an advertisement for this company via social media around back to school and healthy snacks with the school year just starting. I was interested in their offering being a mother of two and simplifying snack/lunch prep each day. I attempted to view their snacks online however in order to view their site you must sign up for a monthly or annual subscription. I opted for the monthly on 8/30 to give them a try and figured I would just cancel if it didnt fit for what we were looking for. I signed up and immediately viewed the site and within 20 minutes of signing up I realized it wasnt for us and looked into what was needed to cancel my membership. I realized quickly I had to speak to someone to cancel and quickly connected to the chat. Once connected to a rep and I asked them about 5 times to cancel my subscription and requested to refund my first months membership. Every time I requested to cancel they came back and tried to give me another offer to stay. After being harassed by the customer service rep for a long period time I was under the impression my subscription was cancelled moving forward and that they wouldnt refund my first months charge (part of their policy). Today 10/1 I get another monthly charge for thrive. I reached out via chat to speak to them again. I realize after the conversation from last month the rep purposely never processed my cancellation based on what steps were taken this month. In my mind thrive market has committed fraud, materially misrepresenting what they were going to do and obfuscation. I clearly expressed my wishes and they did not follow my direction. I honestly believe they make it difficult to cancel in hopes people will keep paying the monthly fee and give up. I also plan to contact the ***** ************************ on this issue.

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Onerous cancellation process. They do not tell you how to cancel the membership on their membership page. I had to assume that I could perform the cancellation via chat. The chat was buggy and did not send my message multiple times. My internet connection was fine, even though I was getting alerts that there was a connectivity issue on my end. Transcript below of my cancellation conversation.