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:

  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 been charging my card for the past 6 months, i have not authorized or subscribed to their website. All I am asking for is for a refund. I have never bought from them or subscribe to their website. the charge is $12 for the past 6 months.

  Business Response

  Date: 03/30/2024

  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 ****************************** 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. We have cancelled the upcoming renewal and membership has automatically ended on 3/16/2024. 

• Initial Complaint

  Date:03/26/2024

  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 cancelled my annual membership on 2/19/24. I contacted Thrive via chat to remove my card information and was told they could not remove it as they required payment info on file. I explained MULTIPLE times that I had cancelled my account and there is no reason for them to keep my card info on file. After multiple requests, I was still unable to remove my card info.

  Business Response

  Date: 03/30/2024

  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 ****************************** 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. We have not received a cancellation request, so we proceeded with the membership fee. We have cancelled the upcoming renewal and the membership will automatically end on 5/21/2024 as stated in the email send. Once the account has been cancelled we are able to send a CCPA request to remove information. No further action is necessary.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21314144
  
  I am rejecting this response because:
  

  My credit card information continues to remain on file. As the company has indicated that it will remove my personal information from its systems as of the date of the expiration of my subscription (May 2024), this complaint shall remain active until the company has provided confirmation that it has removed my personal information from its systems as it has promised to do.

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

  Business Response

  Date: 07/13/2024

  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 ****************************** 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. We have not received a cancellation request, so we proceeded with the membership fee. We have cancelled the upcoming renewal and the membership will automatically end on 5/21/2024 as stated in the email send. Once the account has been cancelled we are able to send a CCPA request to remove information. No further action is necessary.

• Initial Complaint

  Date:03/12/2024

  Type:Billing 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.

  After not using the service for over a year, I got an email saying that the membership had been automatically renewed with no previous warning adding a charge for 60 dollars on my account. Upon looking at their website, there was no way to cancel online without going through an automated chat. The automated chat to determine how to cancel was about 20 pages long with 4 different upsells and cancellation methods for a service that I had never used. After that to make sure it couldn't be renewed without my permission I attempted to remove my billing information from the website, but it turns out you have to get an email form forwarded from support chat, that you then have to respond to get that information removed. There is no way to remove it on the website itself. Its even worse than having no ability to cancel without going through chat as there is no automated way. Incredibly shady business practices preventing users from actually making changes to their accounts and billing them without notification.

  Business Response

  Date: 03/23/2024

  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 ****************************** 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. We have not received a cancellation request, so we proceeded with the membership fee. We have cancelled and refunded the account on 2/16/2024. No further action is necessary.

• Initial Complaint

  Date:03/12/2024

  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 never knowingly signed up for a membership with Thrive Market, and never have I bought a thing off their website. I think they charge you for browsing their website but are not clear that they are doing that in their UX design. It's all on the back end/fine print. I woke up today to a "membership renewal" for $59.95 - I never received an email (I checked junk, etc.) telling me my subscription was about to renew. This is a money-grab company. I can't get ahold of anyone to get a refund. They only offer a bot chat. I'd like a refund immediately, and my subscription and account cancelled.

  Business Response

  Date: 03/23/2024

  The contested charge is a membership fee, which is automatically collected following a one-month free trial that is initiated at sign up. We clearly state this policy in our terms of service, and inform our customers during the sign up process. We didnt receive a cancellation request from the cardholder, so we proceeded with the payment for the membership. We have canceled this members account and issued a full refund for the membership on 3/23/2024. No further action is necessary. 

• Initial Complaint

  Date:03/12/2024

  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.

  Took advantage of 30 day trial for membership. Ordered two brands of organic brown rice and found the store brand inferior. Decided to cancel membership. Received a seven day notice of intent to charge or cancel service. Attempted to cancel on line but found the system complicated and difficult. The robot voice only responds to select questions and I want to cancel membership trial or speak to a real person are not among them. During my tour of their system I did find a -do you want to cancel option- which I did request. My PayPal account was charged two days later. I complained to PayPal immediately and entered a complaint immediately but they not responded to either of us to date. I NEVER have received confirmation email from this company. No apology No explanation No confirmation that I ever requested cancelling service. NOT GOOD!!

  Business Response

  Date: 03/23/2024

  The contested charge is a membership fee, which is automatically collected following a one-month free trial that is initiated at sign up. We clearly state this policy in our terms of service, and inform our customers during the sign up process. We didnt receive a cancellation request from the cardholder, so we proceeded with the payment for the membership. We have canceled this members account and issued a full refund for the membership on 3/23/2024. No further action is necessary.

  Customer Answer

  Date: 04/26/2024

   
  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:02/21/2024

  Type:Billing 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 closed my account in June 2023 and was billed an auto charge February 12 2024. There is no answer on the phone number provided only referred to website to chat. They use a BOT that cannot respond to the dispute. I want my $59.95 refunded. This has taken multiple attempts with no resolution.

  Business Response

  Date: 02/24/2024

  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 ****************************** 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. We have not received a cancellation request, so we proceeded with the membership fee. We have cancelled and refunded the account on 2/24/2024. No further action is necessary. 

  Customer Answer

  Date: 03/01/2024

   
  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:02/21/2024

  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.

  On 15 Feb, 2024, I see hat there is a charge pending on my credit card that equates with a membership fee. I cancelled membership last year after a bad experience with Thrive. I need this money refunded since I will never do business with them again. I cannot get a live person on the phone and their app doesn't recognize my email address (because I CANCELLED membership!).

  Business Response

  Date: 02/24/2024

  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 ****************************** 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. We have cancelled and refunded this account on 2/16/2024. No further action is necessary.

  Customer Answer

  Date: 03/01/2024

   
  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:02/21/2024

  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.

  Took my card info and charged me the yearly membership. When I reached out to complain and receive a refund to cancel the membership I was BLOCKED after explaining my situation on the online chat.

  Business Response

  Date: 02/24/2024

  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 ****************************** 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. We have cancelled and refunded this account on 2/24/2024. No further action is necessary. 

• Initial Complaint

  Date:02/21/2024

  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.

  Lies on the website and in advertising about shipping within 2-4 days. They do not. And instead of helping or being mindful that these are groceries and living essentials, you are treated like chewed up gum by their chat agents. They want to retain you as members but aren't willing to be honest about their delivery system. They add you on autoship when you don't agree and yet refuse to help you when it counts. It's predatory, it's inappropriate and it's a scam ultimately.

  Business Response

  Date: 02/24/2024

  pWe use ground shipping. Shipping usually takes ***** hours to process at our warehouse and 2-4 days to be delivered to your doorstep after it is done processing at our warehouse. We typically only ship frozen orders Monday through Wednesday to ensure your package does not experience delays over the weekend as this comes from different warehouses. Orders from some states closest to our warehouse may ship on Thursday. Once, shipped, your order will arrive within 2 business days. This means if your order is placed Thursday - Sunday we will hold off on shipping it until the following Monday. We do this to ensure that your order arrives fresh and the dry ice in your box remains intact until you receive it. This member ordered on 2/5/2024 which included pantry items and frozen items. The pantry items were processed on 2/6/2024 and sent out to be shipped, the order was delivered on 2/8/2024. The frozen portion of the order was processed at our frozen warehouse on 2/7/2024 and was delivered on 2/9/2024. Both orders were delivered within our time frame. The members account was cancelled and refunded on 2/7/2024. No further action is necessary. 

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21260143
  
  I am rejecting this response because clearly they do not understand that a customer representative who is STILL to this day harassing me after her s**** up - even though it has been corrected and items were delivered appropriately- is wrong. Why would anyone want to join thrive to just be treated the way I have been and continue to be. Something needs to be done and the company should take this as a serious training moment. Because I'm not going to just be quiet about this interaction. Not online. Not with friends and family. I don't want people to experience the stress and harassment I'm going through. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/16/2024

  We use ground shipping. Shipping usually takes ***** hours to process at our warehouse and 2-4 days to be delivered to your doorstep after it is done processing at our warehouse. We typically only ship frozen orders Monday through Wednesday to ensure your package does not experience delays over the weekend as this comes from different warehouses. Orders from some states closest to our warehouse may ship on Thursday. Once, shipped, your order will arrive within 2 business days. This means if your order is placed Thursday - Sunday we will hold off on shipping it until the following Monday. We do this to ensure that your order arrives fresh and the dry ice in your box remains intact until you receive it. This member ordered on 2/5/2024 which included pantry items and frozen items. The pantry items were processed on 2/6/2024 and sent out to be shipped, the order was delivered on 2/8/2024. The frozen portion of the order was processed at our frozen warehouse on 2/7/2024 and was delivered on 2/9/2024. Both orders were delivered within our time frame. The members account was cancelled and refunded on 2/7/2024. No further action is necessary.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21260143
  
  I am rejecting this response because: I understand what they are saying but they are missing the point that the agent who lied originally continued to send me emails through Thrive, harassing me - well after everything was completed. That's insane and that agent does not deserve the protection and cover up they are now doing. I'm never going to accept anything beyond a "we're sorry and that agent is being retrained" as an appropriate response. Yes they have given me my items and my account is canceled. But even after that...a whole month after that basically, I was being harassed by the woman who lied about everything which caused this situation to begin with. Why have an agent harass an ex-customer? 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/12/2024

  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.

  10/2022 I cancelled my account 2/2023 I was charged $59.95 membership fee, despite being assured in 10/2022 that there would be no further charges; I was given the runaround for a while and finally received a refund 1/26/24 it is happening again. They say they cant even find my account with my email via chat, yet I sent a screenshot showing them that I had reset my password to try to log in and remove my payment info, and I was currently logged in to the account they cant find. It was charged via Apple Pay, I sent screenshots, still they said they couldnt find the transaction. I sent a screenshot showing it coming out of my bank account. They said they couldnt find any transactions under my name, email address, bank card number, or Apple account number yet I have screenshots showing proof that they did in fact charge me again, on the same date as last year. I asked to have all payment info removed because it will not let the customer remove default payment info, and was told Id need to submit a form. This company is unethical and I plan to share on social media so others can avoid all of this.

  Business Response

  Date: 02/24/2024

  The contested charge is a membership fee, which is automatically collected following a one-month free trial that is initiated at sign up. We clearly state this policy in our terms of service, and inform our customers during the sign up process. 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 account was cancelled on 2/7/2024 and was refunded. We also removed the information on 2/7/2024 and have sent an email regarding this information. No further action is necessary.

  Customer Answer

  Date: 02/29/2024

   
  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.
  

  To be clear, they did not in fact refund this years renewal fee as they claimed. My bank got involved and they are the ones who put the money back into our account. This is two years in a row, months and now well over a year after cancelling and confirming the cancellation that this company continued to take unauthorized fees out of my bank account. I hope they did actually wipe my banking information from their system as they said they did and this does not continue every year moving forward. 
  
  Sincerely,
  
  *************************