ComplaintsforThrive Market, Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I noticed a charge to my bank account for $59.95 from June 4, 2024 I realized the company is charging me for services I am not receiving. When I called to cancel any membership they have recorded for me they agreed to cancel but would not refund the fee. Although they agreed I had not ordered anything since 2022, they said it is policy that customers need to request a refund wirhin 30 days. When I asked to be transferred to a manager she said they would email me. When I pressed further she agreed to have a call scheduled to me. When I asked for a corporate address for me to file a complaint she would only provide me with an email address.

  Business response

  07/20/2024

  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 has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $9.95. 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. This members account has been cancelled and refunded on 7/9/2024, no further action is necessary.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had some thrive cash that expired on my account Feb this year. I explained to the customer service that the reason I couldn't use it is because my husband suddenly passed away and I had to deal with a lot to get my life straighten out again. I asked for a courtesy refund because the extreme situation but was rejected. Since losing my husband, my 2 yr old and I had to apply for social benefit and this $500 is very important to us. The business explained that the 'system is not allowing them to add the credit back to my account', therefore, I would request to provide a refund through check.

  Business response

  07/06/2024

  It looks like the Thrive cash was reinstated on the account on 6/28/2024, the thrive cash does expired within 30 days. The member was also educated about this multiple times. If the thrive cash expires, we are not able to reinstate it in the future. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I asked this business to cancel my membership immediately. They (the bot - no one ever answers the phone) said they would cancel it at the end of my membership term. No, I wanted it cancelled immediately because I dont trust the business not to add things to my cart that they think I want and charging me for them and shipping them to me before I can stop them. Also, I tried to delete my credit card information to prevent them from doing that. It will only let me do if I give them an alternative payment card that is valid so that theycan charge me. It is a privacy violation to not allow me to delete my own provided information to prevent possible charges.

  Business response

  07/06/2024

  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 the account as a one time courtesy. The member will need to contact Thrive Market to request to remove data. No further action is necessary. 

  Customer response

  07/12/2024

   
  Complaint: 21885863
  
  I am rejecting this response because:
  This business still has not deleted my credit card information from their records.  The response does not make it clear that my membership has been immediately cancelled.  There are conflicting statements, with one part saying it will be cancelled at the next renewal date, and another part saying it is cancelled now.

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

  Business response

  08/03/2024

  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 THE ACCOUNT AS A ONE TIME COURTESY ON 7/6/2024. THE MEMBER WILL NEED TO CONTACT THRIVE MARKET TO REQUEST TO REMOVE DATA. No further action is necessary. 
  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They are charging me a members fee when I haven't used their business

  Business response

  06/29/2024

  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 member joined the Thrive Market on 6/19/2023, by selecting a yearly recurring membership before entering the site. They then placed 7 orders throughout 2023 and 1 order in 2024. The member than got charged a recurring annual fee on 6/20/2024. The member reached out on 6/20/2024 and we cancelled and refunded the account. No further action is necessary. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I thought I just ordered some protein bars. All of the sudden I have a $64.93 taken out of my account by ************************ dont remember signing up for any membership or even seeing that there was a membership.Ive seen the replies from Thrive. here on the BBB Looks like they have hidden the membership in the terms and conditions. Sneaky and wrong!Most people dont read all of the very long list of terms and conditions and they know it. Thats why it hidden in there. What a dishonest company.

  Business response

  06/29/2024

  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. 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 member reached out on 6/17/2024 and we cancelled the upcoming renewal. We have cancelled and refunded the account on 6/29/2024. No further action is necessary. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thrive market properly charged me and for a membership in 2022 of which I used to order one shipment. This membership was canceled and in 2023 I was not charged for the membership. Then Feb. 3rd 2024, I was charge for a membership. This was not authorized and not apart of the original agreement. I have not been an active customer of ********************** since Feb 2022. Thrive Market is reviewing this incident, but has been reluctant to approve a refund due to their no refund past 30-day policy. Since this is a charge that I didn't authorize, consent to, or even use; I would consider this fraudulent.

  Business response

  06/22/2024

  It looks like the account was cancelled and refunded on 2/27/2022 per the members request. Then reactivated on 3/1/2022 with a purchase. We were not able to capture a charge for 2023. The members account has been cancelled and refunded in full. No further action is necessary. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the summer of 2023, I signed up for a membership with Thrive Market and agreed to their $12 monthly charge. On 8/27/2023, I attempted to cancel via their online chat, but no agent ever came on. I then sent an email to them, stating as follows: "Hi would you please cancel my membership? I tried to use your online chat but no agent ever came on. Thank you!" But they did not cancel it. I see now that they responded to my email offering benefits if I change my mind, but nowhere in their email did it state that they would continue to charge me if I didn't respond. I must not have seen it at the time, and I did not respond. They apparently took that to mean that they could ignore my message asking to cancel, and they did not cancel my membership. In addition, they did not charge me for the next two months (so when I checked my credit card statement and didn't see any charges those months, I thought I had successfully canceled), but then they started charging me again in November 2023 and continued through June 2024, when I noticed I was still being charged. I reached out to them by email on June 5, 2024, June 6, 2024, and June 7, 2024, trying to resolve this issue, but they agreed to refund me only for one month. I don't think this is fair -- I made every effort to cancel my membership and have not used the service since August 2023. When I didn't respond to their email, they should have canceled the membership. After that point, I don't believe they had authorization to continue charging me. The *** notes that "it should be as easy to cancel [a membership] as it was to sign up in the first place." (**********************************************************************************************.) Requiring the consumer to send multiple emails is an unfair burden. Businesses should make money by consumers who are knowingly using the service rather than by tricking consumers into paying for something they don't want.

  Business response

  06/22/2024

  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 account was cancelled and refunded on 6/5/2024. We have also refunded the charges for 11/26/2023 to 4/25/2024. No further action is necessary. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thrive has scammed me and is not allowing me into my account. They are doing this because I told them that I know about their censorship or Reviews and that they are scamming many customers. This is an illegal matter. We need to fix immediately.

  Business response

  07/06/2024

  "In order to further our mission to make healthy and sustainable living accessible for all, we established the Thrive Gives program to help our communities get access to healthy groceries. The program provides one year of free membership credit to Thrive Market and special discounts, products or other items to qualifying individuals who are part of the Thrive Gives program (""Thrive Gives members""). Each Thrive Gives member will receive a one-time credit to offset the annual membership fee for a standard Thrive Market membership. After the free membership period has expired and unless you have applied and been approved for an additional year of Thrive Gives support, your membership renews automatically for the Membership Term, at the then-current Membership rate, until you cancel. We offer Thrive gives to students, teachers, veterans, nurses, and first responders. This customer has been a ********************** gives member and placed an order on 6/16/2024. The member still has access to our website. No further action is necessary.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had quit my subscription to Thrive market almost a year ago. They automatically re enrolled me with another membership without my knowledge or consent and charged my debit card without my knowledge.

  Business response

  06/22/2024

  The member reached out on 6/13/2023 to cancel their account, it seems there was an error upon cancelling and refunding at this time. We do apologize for the inconvenience. The account then renewed and was charged a year later. The membership has been cancelled and refunded. We also refunded the charge for 2023, no further action is necessary. 

  Customer response

  07/13/2024

   
  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

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Thrive Market failed to properly secure data and after my account was canceled for over 7 years a hacker was able to reactivate and place an order. When I reached out to customer service they didnt lock my account.They most likely have a data breach or widespread security issue to allow for such a thing to happen. The fact the someone reactivated my account and I didnt receive an email points to a faulty system.They are dealing with PII and that kind of data should be protected. What kind of company does not have a data retention or clean up policy especially for canceled accounts.I wonder what other security policies they are in violation of. Now a hacker has my personal data and address.

  Business response

  06/15/2024

  We do apologize for any inconvenience. The account has been closed and refunded and the email has since been deleted. No further action is necessary. 

*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. ↩