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:01/25/2024

  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.

  you pay a yearly fee and I canceled after only having this for a month,because I wasnt saving any money,and they wont give me a refund.

  Business Response

  Date: 01/30/2024

  The contested charge is a membership fee, which is automatically collected at the sign up page before entering the website. We state this in our terms of service, and we remind our customers at checkout. 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 created the account on 9/17/2023 for a yearly membership, which receive a 30 day risk free period. The member reached out on 10/2/2023 to cancel the account and we went ahead and cancelled and refunded the account. The member then reactivated the membership on 11/2/2023 and placed 2 orders utilizing the membership. Because the membership was reactivated we are not able to issue a refund for the membership fee. The member reached out on 1/6/2024 and we have refunded $20 of the membership fee and cancelled the upcoming renewal, so it will not renew. No further action is necessary. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21104721
  
  I am rejecting this response because:---i Payed them for a whole year and they are suppose to help people in need,not use people--they used me,,,,

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

  Business Response

  Date: 07/06/2024

  The contested charge is a membership fee, which is automatically collected at the sign up page before entering the website. We state this in our terms of service, and we remind our customers at checkout. 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 created the account on 9/17/2023 for a yearly membership, which receive a 30 day risk free period. The member reached out on 10/2/2023 to cancel the account and we went ahead and cancelled and refunded the account. The member then reactivated the membership on 11/2/2023 and placed 2 orders utilizing the membership. Because the membership was reactivated we are not able to issue a refund for the membership fee. The member reached out on 1/6/2024 and we have refunded $20 of the membership fee and cancelled the upcoming renewal, so it will not renew. No further action is necessary. 

• Initial Complaint

  Date:01/25/2024

  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.

  in December of 2023 I opted for a monthly membership to Thrive Market, responding to their claims I could save money on grocery items I normally purchase. I paid $12 on 12/4 via my cc. During December I searched but either found Thrive did not carry items I normally purchase or the items were more expensive than other sources, considering cost of shipping. On January 5th I attempted to cancel but could find no like on Thrives website other than CHAT, which I initiated and which a transcript is attached. It took nearly 20 minutes to 'almost' get a resolution although my requests for a management contact were never responded to. In that Transcript you can see they agreed to cancel my member the following month and I currently have a pending charge of $12 on my CC dated this same day (1/5/2024). Since I have not purchased anything from Thrive and my cancellation was the same day as the new charge, I want this charge reversed. I would further warn any considering using their services as they make it VERY difficult to cancel.

  Business Response

  Date: 01/30/2024

  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. The account has been cancelled and refunded on 1/6/2024, no further action is necessary. Prior monthly memberships are not eligible for a refund. 

• Initial Complaint

  Date:01/25/2024

  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 some chocolate from their website and they automatically signed me up for a $60 membership without ever requesting my permission to do so. They charged my card for $60 fraudulently.

  Business Response

  Date: 01/30/2024

  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 1/9/2024.

• Initial Complaint

  Date:01/24/2024

  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.

  They charge me for a subscription without any notice. Additionally, they would not refund. There is no option on their website to cancel the subscription which is illegal. Asking them over to cancel it, they were repeatedly giving me offers and all sorts of things to try to retain the subscription. I had to keep telling them no because they wouldnt listen. And then they also told me that apparently if I place an order (10 months left in term) it would reactivate my membership! So I just cancelled but now theyre telling me theyll keep charging me going forward if I just use my existing remaining membership.

  Business Response

  Date: 01/30/2024

  With the information provided for this case, we were not able to find a charge or account. We are not able to find any correspondences of any kind regarding the charge with thrive market. The customer will need to contact **********************, and provide the email used to sign up with Thrive Market. 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21069825
  
  I am rejecting this response because:

  They are not acknowledging their fault in the matter, nor even acknowledging it happened. 

  I already tried to contact them, which is what this complaint is about, so asking me to contact them is bogus.

  
  
  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 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, no further action is necessary. 

• Initial Complaint

  Date:01/24/2024

  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.

  This business does not mail receipts, and subsequently I didn't realize I have an unused membership for 3 years. They have a practice of only giving refunds if you cancel within a 30 day grace ******* which would be reasonable if they sent receipts/invoices. Since its an annual payment, it is easy to miss the membership fee unless you regularly review all credit card transactions.The business should change their practices to email(or mail) receipts/invoices to customers so that they don't profit from un-used memberships.The business has refunded me 2 of 3 years. But irrationally is refusing to refund the third year, so I'm filing a complaint.

  Business Response

  Date: 01/30/2024

  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. The member reached out on 12/28/2023 and we have cancelled and refunded the account. No further action is necessary.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21067828
  
  I am rejecting this response because:

  The response doesnt address the complaint that email invoices arent sent when a subscription renews.  Whereas most online businesses notify you(via email and text) that a subscription is renewing soon, and then email you when you are charged for the renewal.

  This is a deceptive business practice that leads to unwanted renewals for unused subscriptions by lowering the visibility of the subscription and charges.  
  

  The business has also not refunded me for all unwanted renewals.  Illogically they refunded all but one.  

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

  Business Response

  Date: 07/13/2024

  The charge is a membership fee, which at the time the member signed up for was charged 30 days after the first purchase on the site.. We state this in our terms of service, and we remind our customers at checkout. 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 was cancelled and refunded on 12/28/2023, no further action is necessary. 

• Initial Complaint

  Date:01/24/2024

  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.

  Thrive charged my cc $60 simply for browsing their catalogue and called it a "membership fee". I do not ever recall saying "yes" to a membership, never purchased a single thing... yet they still felt it was OK to take $60 from my account. I'll never be shopping at Thrive again. Their idea of customer support is an AI bot (impossible to talk to a human to get your money refunded). Yet another bad business choice to have AI run everything and alienate human customers.

  Business Response

  Date: 01/30/2024

  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. The member reached out on 12/28/2023 and we have cancelled and refunded the account. No further action is necessary.

• Initial Complaint

  Date:01/24/2024

  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 cancelled my Thrive Market membership on Nov. 2, 2023. I have an email from Thrive Market to that effect.A charge appeared on my **** made on Nov. 25, 2023 for the monthly Thrive Market fee. I logged into the website to initiate a chat to dispute that charge. When I logged in, the site told me my membership was inactive/expired (which is as it should be). A Zendesk person contacted me today saying they cannot refund me and that I misunderstood their terms. She also said I could use the site until the end of the current payment period (my membership has already expired). I have an email dated Nov. 2, 2023 from Thrive Market confirming that my card will not be charged again. If a company does not want to handle customer complaints when an obvious error has been made then they should stop being a business before they entrust Zendesk with that task. My previous experience with them and TheRealReal was a monthslong saga.

  Business Response

  Date: 01/24/2024

  This member has multiple accounts with us and all of the accounts have been cancelled and refunded. No further action is necessary. 

• Initial Complaint

  Date:01/23/2024

  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.

  Thrive Market has charged me an auto-renewal fee without any warning or written communication via email or otherwise as required by the ************************* I have now been waiting on a chat for over 90 minutes to get someone online to cancel my membership (see screenshot with times below). I want my money refunded and my membership to be permanently cancelled.

  Business Response

  Date: 01/30/2024

  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. The member reached out on 12/26/2023 and we have cancelled and refunded the account. No further action is necessary.

• Initial Complaint

  Date:01/18/2024

  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.

  This company does not notify you of an upcoming autorenewal and does not send notification that you have been charged, no receipt sent so that you are aware you have 30 days to cancel. Last year I tried to cancel and I was hard sold into accepting a lower subscription amount. Same experience this year except I was outside of the 30 day window and I was asked to pay a lower rate to ******/c they will not ***** me a full refund. This practice is not ethical when they are not communicating your subscription is up for renewal, sending a receipt so you have visibility into what you were charged and understand the window in which you have to cancel. I ended up accepting a $20 refund and still have the subscription for 11 months at $39 with the promise my account will not auto-renew next year. Additionally, my credit card expired and it auto-updated in their system which I didn't expect which allowed the charge.

  Business Response

  Date: 01/20/2024

  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 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 opened up an account on 11/7/2021 and had 30 risk free from this date, we did not receive a cancellation request and proceeded with the membership. The member placed 8 orders in 2021 and was charged an annual recurring membership on 11/10/2022, the member then reached out on 11/11/2022 to request to cancel and accepted an offer to have the membership at $39.95 for the year and we refunded $20. The member placed 2 orders in 2023 and was charged the annual recurring membership on 11/10/2023  to cancel the membership and we refunded $20 and cancelled the upcoming renewal, the member will not be charged after 11/7/2024. No further action is necessary. 

• Initial Complaint

  Date:01/18/2024

  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 am being charged $59.95. I declined membership initially when I placed my one and only purchase with them months and months ago. There was no warning email prior to this charge coming through. I am demanding this charge be removed immediately.

  Business Response

  Date: 01/20/2024

  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 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 reached out on 12/14/2023 and we have cancelled and refunded the account. No further action is necessary.