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: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,
  
  *************************

• Initial Complaint

  Date:02/12/2024

  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 **** runs a very sneaky business with sneaky, unethical business practices. Membership auto renews with no warning and no way to approve or cancel. Thrive Market most recently added multiple items to my cart based on my preferences totally over $100 and was set to auto ship. I have never purchased a single item from Thrive so there is way I turned on the auto ship feature. Luckily, I saw the email "warning me" that my order would process at 12PM PT. This was only was 10 minutes away. The warning was to encourage me to add more to my cart that was hand selected by them. This is a very sneaky business practice. I was able to turn off auto ship after searching ****** for directions followed by canceling my membership. They conveniently continuously keep disconnecting me from customer service chat to receive a refund for the next years service. Also, my renewal date was in May but the yearly fee was charged in December.

  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. You do need a membership to shop with us, however we were not able to capture a membership fee for this member and they were still able to order. This member has 2 accounts with us, both which are cancelled and one of them was refunded. No further action is necessary. 

• Initial Complaint

  Date:02/12/2024

  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 purchased something small (under $20) from Thrive Market. It looks like an online grocery store. I only went to the website once and had the small purchase. It automatically signed me up for a $60 yearly membership and did not let me opt out. They have also made it extremely difficult to cancel. You can only call (and they dont answer) or you can message their automatic system and wait for a real person to email you about it. Its absolutely ridiculous and scammy. (Link to their website: *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** )

  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. You do need a membership to shop with us, however we were not able to capture a membership fee for this member and they were still able to order. The account was cancelled on 1/27/2024. No further action is necessary. 

• Initial Complaint

  Date:02/12/2024

  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 made a one time purchase from this company in 2020. I never subscribed because i was not happy with the product, but i paid when purchased. They had me on an email list and sent emails all the time. Once i did open an email and browsed the website in November 2023. In January 2024 I opened my credit card to see a $59.95 fee and $30 late fee for non-payment. We never use this card, but keep it open. It was what I made the original purchase with. I contacted merchant and they advised because I browsed the website that they reactivated my account (reactivated something I never had in the first place; there are only 2 purchases ever with them). I confirmed that they only "reactivated" because I browsed their site. I have confirmation in a transcript from them. They refuse to refund anything. I have since unsubscribed and canceled along with unsubscribing to emails. I also reached out to my credit card to dispute this to which they denied. I wish to just have this $90 refunded because it was never authorized and was done without my knowledge and consent.

  Business Response

  Date: 02/24/2024

  This member filed a dispute with their bank and we have the dispute and cancelled their account. They will need to contact their bank for further information regarding the refund. 

• Initial Complaint

  Date:02/08/2024

  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 clicked on a link via tiktok for this business to get more information about their autoship program. At no point did i place an order or input and of my personal information. I discovered several days later there is a charge on my bank account for $101.06 for an order i did not place. I do have apple pay on my phone so I suspect this is how they were able to get all of my information, but i did not place this order. I'm seeking out a return label to return the shipment (unopened) and to be refund the entire amount. When I called they told me they would attempt to stop the shipment but if they could not I would have to reach out to customer service again at that time. I did not place this order and would like my money refunded

  Business Response

  Date: 02/14/2024

  We have refunded this order on 1/24/2024 and cancelled the account. No further action is necessary. 

• Initial Complaint

  Date:02/05/2024

  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 was charged my membership fee in April 2023 which I did not notice and that was no problem.Then on 1/16/24 they took another ***** from my PayPal account and I did notice. I went into my account to cancel my membership and ask for a refund which is supposed to be there policy if done within 30 days. I was told by Jazz that they could not refund this because it was for my April 2023 membership. He could not tell me why they were just now pulling the money for something that should have been done several months ago but it is deceptive and did not allow me to cancel and ask for a refund. I did not notice the charge that also happened in April until today and now ***** is telling me I have to dispute this with my bank.

  Business Response

  Date: 02/14/2024

  This member has 2 accounts with us. One account she was charged $48.71 for an order on 1/16/2024, which we cancelled and refunded on 1/17/2024, along with the account. The other account is active and was charged for a membership on 4/14/2023, which is non refundable and we cancelled the upcoming renewal. No further action is necessary. 

• Initial Complaint

  Date:02/01/2024

  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.

  I initially looked at Thrive market in the spring of 2022. At the time you could not see their prices until you signed up for a free trial. I signed up and during the free trial did some cost comparisons and determined that it was not for **** called customer service in April of 2022 to cancel. The employee tried to convince me to stay, offering discounts, free membership for a year, ect. I knew I would not be using their service and said no, I just want to cancel. I received an email confirming the membership auto renewal was cancelled on 4/5/2022.Fast forward to January 2024. My credit card shows a membership charge in December of 2023. It appears they did not cancel my account or the auto renewal but instead gave me a free membership for a year and a half and then charged **** never ordered anything from this company and these types of practices are preditory and should be illegal. I reached out to the company and have not yet heard back. I have also disputed this with the credit card. Beware of this company and their auto renewal system. Using their "free trial" to compare prices was a mistake. Once they have your credit card, they'll charge you even after you cancel.

  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.This member opened a membership on 12/23/2021, the member reached out on 12/23/2021 and we refunded the membership and the member had the account for free until 2022, we did not receive a cancellation request, so we proceed to charge the membership fee for 2023 and the member was charged on 12/28/2023. The member reached back out on 1/15/2024 and we cancelled and refunded the account. No further action is necessary. 

• Initial Complaint

  Date:02/01/2024

  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.

  Hi my friend refer me to buy serenity baby food on thrive market and I was told this website have one month try free membership.Today when I logged into my bank account, I was charged $59.95 for the membership fee. I tried to contact with an online agent and he told me since my membership was exceed 30 days, I am unable to get my membership fee back.I tried to contact with my referral and she told me her agent offers her $40 credits and 3 order free shipping for the next 3 orders. Why different agent give different offers? So unfair!

  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.The $40 dollar credit that the friend received was for our Refer a Friend referral that is why the friend received that offer. This member has not referred anyone to receive that offer. No further action is necessary.