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:04/26/2025

  Type:Sales and Advertising 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.

  Thrive Market charged me nearly $250 for an order I did not want. I immediately contacted support when I received an email about the order confirmation. This is a problem with the autoship feature. I have had issues in the past with Thrive trying to ship items that I removed from orders. The order had not shipped and the live chat refused to cancel the order.

  Business Response

  Date: 04/26/2025

  We have refunded this member for the auto ship order placed and the membership will automatically cancel on 5/9/2025. No further action is necessary. 

  Customer Answer

  Date: 04/28/2025

   
  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:04/18/2025

  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 canceled my subscription many years ago. And they have some auto renewal thing that kept charging me every year. You can clearly see I wasn't using the service. I remember distinctly contacting them and telling them that I didn't want to have my service renewed. When I talked to them on the phone today, they denied any such contact. Even though they admitted that I hadn't used the service in four years. It had been so long I haven't even lived at the address that they have on file for 3 years.I remember, no mention of any auto renewal policy. And you can't even cancel your membership using the website.I think this practice is very predatory. And ****** agrees saying that many people have said that thrive markets practices for auto renewal are predatory and there's even some sort of class action lawsuit.I'm glad they get years of my money for a service that I never received.

  Business Response

  Date: 04/20/2025

  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 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. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. 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 ****************************** 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 membership was cancelled and refunded on 4/14/2025. No further action is necessary. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23201745
  
  I am rejecting this response because:

  You're claiming that everything  I did was consensual, and i'm claiming it is not.  You said everything was clear in your terms of service and everything else.  Well, if that's true, my account is older than your lawsuit.And in your lawsuit, you had to

  The settlement included a mechanism for consumers to cancel their automatic renewal subscriptions and required affirmative consent using methods like check-boxes or express consent buttons.

  If you had to do that because of the lawsuit and the lawsuit is younger than my account, ********************** you've been charging me for against my knowledge for the past 3+ years, and  the the mechanisms that you claim that I was subject to were not part of it when I signed up.  Those mechanisms were only added as a result of the class action lawsuit.  Therefore I did not benefit from them and your statements to me are patently false.  

  My account was subject to the predatory practices that you agreed to change as a part of a class action lawsuit.

  Sincerely,
  
  ****** Learned

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair 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.

  On 2/22/2025 I subscribed to Thrive Market for a 30 day free trial. The site required that I give my credit card information and I was charged $59.95 on 2/24/25. I did not like the site, the prices, and did not want to continue with the free trial so I immediately canceled the same day I subscribed. However, I have not received a refund. I reached out to customer service several times and the automated line says they're busy and hangs up. I finally was able to reach customer service via chat but they refused to honor a refund and said the account is still active when it in fact was canceled the day I regretably subscribed.

  Business Response

  Date: 04/12/2025

  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 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. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. 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 ****************************** 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 membership was cancelled and refunded on 4/8/2025. No further action is necessary.

  Customer Answer

  Date: 04/16/2025

   
  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:04/10/2025

  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.

  Hello - I was charged by Thrive Market for the past two years for a membership that I cancelled. You'll see in the screenshots that after I get upset the agent says I was suppose to reply to an email after cancellation?! As many American's, I've started and cancelled many memberships. There are a ton out there! I've never had to reply to an email to confirm my cancellation. That is complete fraud to continue to take money from consumers. My last order was placed in March of 2023 and then I was charged for membership in 2024 and 2025. Also, you'll see the agent says I can't be refunded and then it goes to a half refund to a full refund when I say I will be contacting the BBB (which I have never done before). I can't imagine how many others are in the same boat as me thinking they've jumped through the hoops to cancel but didn't respond to an email that I'm sure just sat in spam.

  Business Response

  Date: 04/12/2025

  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 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. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. 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 ****************************** 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 membership was cancelled and refunded on 4/10/2025. We have also refunded 2023 and 2024 membership fees. No further action is necessary.

• Initial Complaint

  Date:04/02/2025

  Type:Order 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.

  Thrive market has charged me for a yearly membership for the past two years despite clear communication to them via their support email indicating times I was canceling my membership. A 60$ membership renewal has been charged to my account in March 2024 & March 2025 without my authorization as I clearly indicated I was canceling my membership.

  Business Response

  Date: 04/05/2025

  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 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. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. 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 ****************************** 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 membership was cancelled and refunded on 3/31/2025. We refunded the 2024 membership $20 on 3/16/2024, we have refunded the rest, $39.95. No further action is necessary.

• Initial Complaint

  Date:04/02/2025

  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 am filing a formal complaint against Thrive Market due to an unauthorized transaction on my ****** account, a fraudulent order placed using my hacked account, and the absolutely horrendous customer service I received when trying to resolve this issue.On March 25, 2025, someone hacked my Thrive Market account and placed an unauthorized order (#*********), shipping to a suspicious address (as seen in the attached screenshot). Additionally, I was charged for a monthly membership, which I never opted into or authorized. When I reached out to Thrive Markets customer service for assistance, I was met with complete incompetence. The agent was useless, provided no help in recovering my funds, and made no effort to investigate the fraud. When I attempted to escalate the issue by calling the number listed on their website, I was hung up onwhich is completely unacceptable.I demand a full refund for both the fraudulent order and the unauthorized membership charge. I also expect Thrive Market to take immediate action to delete this account and any information of mine associated to it, improve customer service, and prevent further fraud from occurring. If this matter is not resolved promptly, I will be forced to pursue further action, including disputing the charges through ****** and reporting this fraudulent activity to the appropriate consumer protection agencies.I expect an urgent response and resolution to this issue.

  Business Response

  Date: 04/05/2025

  We have cancelled and refunded the account and order placed fraudulently and we have removed the addresses. We received the **** request and we are in the process of removing all information. Once it is complete the member will receive an email. No further action is necessary. 
  

• Initial Complaint

  Date:03/25/2025

  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 signed up for a Thrive Market membership on March 17, 2025 and placed a grocery order totaling $147.34. Upon delivery, multiple items were damaged. I contacted support and received partial refunds for the damaged items, but the experience left me extremely dissatisfied.Shortly after receiving my order, I requested a full cancellation of my membership and a full refund of the $59.95 membership fee. Thrive Market refused multiple times, instead harassing me with repeated offers of store credit and lower membership pricing, despite my clear, written refusals. I had to request cancellation and deletion of my account and payment information multiple times, which was met with delays and dismissiveness.I am now disputing this charge with my bank and filing this complaint with the BBB because Thrive Market has refused to issue a refund for my membership despite providing poor service, delivering damaged goods, and ignoring my cancellation request.Desired outcome: Refund of the $59.95 membership fee and confirmation that my account and all associated data and payment information have been permanently deleted.

  Business Response

  Date: 03/29/2025

  This members account was cancelled and refunded on 3/23/2025. We have received the request to remove the data and we will be able to send an email once it is complete. No further action is necessary. 

• Initial Complaint

  Date:03/21/2025

  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.

  Thrive market requires individuals to pay a membership fee before being allowed to look at their products. After paying the initial fee, there were no that I felt were worth the overpriced amount nor did they have any fresh product available for my area. I had requested a membership cancellation their live chat and then received a text message saying that I would be receiving a shipment a month laterwhen I tried to reach out to the company the phone number was an automated message that hung up on me and there are no people to actually speak with. I am very displeased with this company.

  Business Response

  Date: 03/22/2025

  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 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. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. 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 ****************************** 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 membership was cancelled and refunded on 3/22/2025. No further action is necessary.

• Initial Complaint

  Date:03/21/2025

  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.

  Same issue as others on this site. I received an email stating that somebody attempted to login to my account. I didn't think I had one but went on manually (not using their link) to check to make sure they didn't have access to my card. Turns out I did NOT have an account and have one now because I had to login to check. I do not buy their response to other complaints that it is automatically generated when somebody tries to create an account with my email. Why would they have any reason to think this is fraud if somebody tries to create an account? That makes no sense. Not to mention that the "unsubscribe" option takes me to a page to opt out of marketing emails. The email is defined by their own site back-end as a marketing email, and it is fraudulent marketing. They now have my information to sell to others and send me junk. I am livid.

  Business Response

  Date: 03/22/2025

  The email this person received is a automated email that was sent out when our system received an inquiry that their email was used to try to make an account on our website. This is a pre caution for our fraud prevention, the email sent has detailed instructions and questions to make sure that it was the right person creating a membership. The email has been removed. No further action is necessary.

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising 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 had my account hacked three times now. After nearly a month of waiting for their assistance with removing my personal and credit card information along with changing my password and login multiple times, they claimed to have finally helped shut my account down ********************** I believed until today when I received yet another email stating my account had another login from an IP address in ********. I have requested documentation that they removed my credit card information since I do not believe this was done and they have yet to respond to me. Before they closed my account I was able to see that my address and name had been removed but they had kept my credit card information on file and I now have no way of proving this as Ive lost access. They just had a class action lawsuit for these kinds of issues and are still being negligent. I would like a partial refund for my subscription if possible, but my main issue is making sure that they are held accountable for failing to secure my personal and financial information.

  Business Response

  Date: 03/22/2025

  The email this person received is a automated email that was sent out when our system received an inquiry that their email was used to try to make an account on our website. This is a pre caution for our fraud prevention, the email sent has detailed instructions and questions to make sure that it was the right person creating a membership. The email has been removed. It looks like services were utilized after the membership fee was issued, by placing orders, and at this time we are not able to issue a refund. No further action is necessary. As a membership-based company we require all new members to register on our site in order to view the products we carry and the service we offer. We offer all members a 30-day risk free trial to try us out without committing to a full membership. According to the information we have on this account, the individual is on our trial membership which does not begin until a first order is placed. By registering an email, setting a password, and adding in a payment method, the member is signing up for our service. By law we are required under **** to remove all stored information about a members account if requested. While this law is only applicable to residents in California, we extend this option to all members no matter of location. We are sorry this was not explained by the agent at the time of contact and we have followed up to ensure proper information will be given in the future. To exercise the right to have their information removed members must visit the *** page and follow the instructions required to complete their request under CCPA information page. We apologize for this inconvenience, as we are not allowed to fill in or submit the information required to complete the request. Unless an order is placed, a membership fee will not be charged.