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:20/12/2023

  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 have one of your H2O DualBlaster. I have used it less than a half dozen times. It stop working suddenly. I have tried to reach your Customer Service with no success. I tried to leave a message and t your recording shuts off when the tone comes in. Needless to say I’m very upset. I want the machine fixed or replaced. I want to hear back from someone or I will take further action. Expecting a call or an email. Prefer email.

  Business Response

  Date: 21/12/2023

  The customer placed the order on 11/4/2021 at 10:05:53 AM. ***** ******* ******** *** *********.

  Our products have a limited one year warranty. ******** *** *********. The item purchased by the customer is past the one-year warranty period.

  A Customer Service Representative has reached out to the customer by email as requested by the customer. ******** ** *** ******** ************* *** *********. Ticket # ********.

  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 [email protected] 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 https://******************

  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. ******** *** ********** 
  

   

• Initial Complaint

  Date:11/10/2023

  Type:Product 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 H2O Mop X5 on Sept. 17, 2023 on order# CA-****************** for $248.28 including tax. I received the product and was not satisfied with the cleaning performance. I have unsuccessfully tried to return it under the 30 day money back guarantee using their customer support portal at Thane Canada. They have completely ignored any correspondence with me. The return request was submitted within the first week and I was supposed to get an immediate email with the RMA# used to return the product. No such email arrived. After waiting another week, I submitted a 2nd return request and still no reply. I then submitted a customer service ticket detailing the return request issue and still no reply. A 3rd and final return request was submitted on Oct. 9, 2023 with no reply. There is no other way to contact this company which clearly doesn't want to refund my money. * **** ******** * **** ** *** ******* ***** ** ** ******** ******* *** ********* *** * ********** ******* ********** ** *** *** **** ***** **** * *** ** *** ******* ***** **** ********* ******** ******* *** ****** ******* **** **** ****

  Business Response

  Date: 18/10/2023

  The order was placed on our website on 9/17/2023 for H2O Mop X5 Dual Blast Deluxe Elite System.
  The order was delivered on September 19 at 10:53 am through ****** **** 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 https://***********************************************************  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 multiple tickets on our helpdesk. Our customer service team responded on ticket ******** that was submitted on Sep 24, 2023. The customer requested to return the product. Our team responded with Return Authorization Number and Instructions.
  The Return Authorization Number is RMA # ****. 
  Return Ship to address: ********* *** ***** ****** ******* *** ********** ******  ********** ******** *** ***
  Attn: RETURNS
  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 Direct Canada Inc.

  Customer Answer

  Date: 18/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:21/09/2023

  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.

  I purchased an H20 Mop in June I believe. The mop does not steam, does not turn on. I have called and left several messages. I have emailed with no response. Unacceptable, I have had this mop years ago no issues. Horrible customer service. Email me to get this rectified.

  Business Response

  Date: 28/09/2023

  The order was placed on our website on 6/25/2023 for H2O Mop X5 and 2 Year Extended Warranty.
  The order was delivered on June 27 at 11:43 am through ****** **** 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 20, 2023 with the complaint that her mop was not working properly. Our customer service team responded accordingly requesting some pictures of the issue and a short video if possible.
  Another follow up email was sent to the customer on 09/28/2023 requesting to submit some pictures of the issue and a short video to enable us to check and assist the customer, however we have not received any response from the customer. 
  We request the customer to respond on active helpdesk ticket ******** with pictures so that we can assist with replacement under warranty.
  Kind Regards,
  Thane Direct Canada Inc.

  Customer Answer

  Date: 17/10/2023

  *** ******** ****** machine makes slight noise no steam at all.

  The company only ever responded that the received my request, did not send any other info. I paid for extra warranty as well. This is so frustrating. I just want a replacement and/or all my money back.

  Business Response

  Date: 24/10/2023

  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 submitted multiple helpdesk tickets and our customer service responded on 2 active tickets ******** and ******** requesting the customer to submit video if possible so that our team can check and assist properly.
  The same was requested from the customer through previous BBB response also. However, we are not in receipt of any response from the customer on those requests through same helpdesk tickets. 
  As per the video provided by the customer through BBB, we are happy to place a replacement order for Main Body - Steamer under warranty for which the customer has to pay $12.95 for S&H charges as per warranty terms. The same has been communicated to the customer through active helpdesk ticket ******** and our team has requested the customer to approve the charge to her CC on file. 
  Once we get the approval from the customer and get the confirmation on shipping address, our team will place a replacement order.
  Kind Regards,
  Thane Direct Canada Inc.

  Customer Answer

  Date: 03/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They did not respond to my several requests. I sent the video twice on their site.  No response. Now they will charge me s&h for main body replacement. Absolutely not, this company has poor customer service and product to say the least.

  Sincerely,
  
  ***** *****

  Business Response

  Date: 15/11/2023

  As per our warranty policy, **************** a shipping and processing charge is applied to any replacement undertaken by Thane Canada Inc
  We are not in receipt of any video submission through our helpdesk by the customer. 
  In Good Faith of the Company, our team has processed a replacement order for Main Body-Steamer free of charge. The order number is *********. ******** *** *********. 
  The same has also been informed to the customer through active helpdesk ticket ******** through our support portal. The order has been processed and forwarded to our 3rd party fulfillment warehouse for packaging and shipment. 
  An automated shipment notification with the tracking number will be sent to customer's email [email protected] when the order ships from the warehouse. 
  Kind Regards,
  Thane Canada Inc. 

  Customer Answer

  Date: 17/11/2023

  
  Complaint: ********
  
  * ** ********* **** ******** ******** **** ******* ** ****** Video was sent to them several times, each time they come back with client did not send. I am done with this company. I was a loyal customer and recommended this steam mop to several people. Not satisfied as the product does not last even during warranty period. This took months for them to send a replacement body part. They should be reimbursing the cost of the product as I paid for warranty and the mop didn’t even last for warranty period. Only resolution would be to get a full refund.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 29/11/2023

  We sincerely apologize for the inconvenience in this matter.
  However, we did not receive any pictures or videos through the helpdesk tickets that were created and responded to. The videos that we received were through BBB complaint only.
  We are unable to process the full refund to the customer. However, in Good Faith of the Company, we are happy to offer $30 discount on purchase price of the order.
  We would request the customer to confirm so that our customer service team can process the refund at the earliest.
  Kind Regards,
  Thane Direct Canada Inc.

  Customer Answer

  Date: 19/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *** **** *** ************. I have no more time to waste. I will not be purchasing another product from this organization nor will I promote the product. 
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 05/01/2024

  Wondering if and when the refund will be processed? I answered back on Dec 19th, 2023.
  What a horrible experience it has been dealing with all the back and forth *** *** *****

  Business Response

  Date: 05/01/2024

  We apologize for the delay due to holidays.

  The refund for $45 has been initiated to customer's bank account. We allow 5-10 days business days for it to reflect in customer's account.

  Kind Regards,

  Thane Direct Canada Inc. 

• Initial Complaint

  Date:06/06/2023

  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.

  April 5 2023, I made a purchase with thane for one of their products on a payment plan over 4 months, I have made 2 payments to date. On May 30, 2023 I have had to cancel my credit card that was compromised. I immediately tried to update my credit card info to no prevail through their customer service portal. I clicked on payment methods, clicked on update credit card but the site will not allow you yo update and it says processing but you can leave it for hrs and it will just be the same stating processing it doesn't time out. The customer service portal does not work but yet i have tried many attempts to get in touch with them and all i get is refer to the portal to update cards. The site is not set up for canada and seems to be more of a under developed site. I am concerned that thane will ruin my credit rating as in the emails i have received says that if i don't update my credit card through their portal within the 30 days or after 5 attempts action may be taken against my credit file. I had a payment due on june 4th 2023 and tried in advance to motify payment. 1 week later i still have gotten nowhere and just regenerated emails pointing to their customer service portal. * ****** **** ** **** *** **** *** **** *** ****** ****** ********** ** ** ****** ** ***** **** ******** * ******** ******* ** ***** ****** **** ** ***** *** ****** ** ***** **** *** **** *** ***. I need help in getting payment through. I want to to pay the remaining balance to finish this nonsense with thane. Please help as i have tried many ways to speak to a representitive. ********************* ***** ***** ***********

  Business Response

  Date: 09/06/2023

  The order was placed on our website on 4/5/2023 for *** *** ** with 4-Pay Monthly Installment Payment Plan.
  The order was delivered on April 11 at 12:40 pm through ****** **** Tracking Number *****************
  We are experiencing a temporary technical glitch on our customer support portal due to which the new payment information is not getting updated properly. Our technical team is working on it to resolve the issue at the earliest.
  The customer contacted us through our customer support portal helpdesk ticket ******** on Jun 2, 2023 regarding the payment decline error. Our customer service team assisted the customer by collecting the card information over the phone and updating it manually in our system.
  The 2 pending installments have now been charged and there is no balance due.
  Kind Regards,
  Thane Direct Canada Inc. 

• Initial Complaint

  Date:07/02/2023

  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.

  I ordered the Total Flex L gym from Thane Canada on January 06, 2023. I realized afterwards it was an impulse buy and messaged Thane Canada to cancel the order! I was told at this time that the order was in the process of shipping. Was told to refuse it at the post office and it would be returned and money returned back to my credit card. I have the emails still. It is February 07, 2023 and still have not been credited and I have been trying to get any sort of response from the horrible website and customer service

  Business Response

  Date: 10/02/2023

  The order was placed on 1/8/2023 for Total Flex L w/ Performance Pack. ******** *** **********
  
  The order was attempted to be delivered on Jan 13, 2023 through ****** **** tracking ****************.
  
  The customer reached out to us through helpdesk ticket ******** on Jan 9, 2023 to cancel the order, however by then the order had already been processed to ship from our warehouse and we were unable to stop it at that point and requested the customer to refuse the shipment on arrival.
  
  The shipment was delivered back to our warehouse on Jan 23, 2023 and the full refund of $727.62 was processed to customer's account on Feb 7, 2023.
  
  Kind Regards,
  Thane Direct Canada Inc. 

• Initial Complaint

  Date:26/05/2022

  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.

  Good afternoon I have been calling on several occasions trying to reach someone for a replacement on my ThaneH20HD steam mop. The water tank broke over a year ago and all this time I have been trying to reach them for a replacement. Nobody returns my calls. The warranty has expired and the store that I purchased the mop has closed permanently. I am willing to pay for the replacement, I need the part in order for the unit to function, Is Thane Canada still operating? If so the customer service is atrocious.

  Business Response

  Date: 30/05/2022

  The customer has been contacted by her provided email address and will be assisted with purchasing a new water tank for her steam mop.
  THANE Canada Customer Care

  Customer Answer

  Date: 04/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response because they have sent me several emails informing that they will send a link to my email so that I can purchase the tank.
  This has been an ongoing problem with this company.
  I have not received any links. Below is the response from Thane.
  
  A comment has been added to your request:
  
  Hello ****,
  
  The replacement water tank for your H2O Mop HD is available at $14.95 + 7.95.
  
  Let us know if you would like to receive it and we can send you a payment link to proceed.
  
  Kind regards,
  
  
  
  Thank you,
  Thane Customer Service Team
  

  Business Response

  Date: 07/06/2022

  As we informed the customer, a payment link was sent to her email via ******.
  Thane Canada Customer Care

  Customer Answer

  Date: 07/06/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I did not check my ****** account because I have not used that account for years. They should have sent the reply info to my email address. Instead they wrote that a link would be sent to my email but I did not receive the link to my email, the link was sent to ****** and that was the problem.
  
  There was a communication problem between Thane and myself.