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:02/21/2023

  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 a member of Thrive Market for a little over one month. I had never authorized their autoship option and contacted customer service 4 times to cancel the order and obtain a refund. I was told I could refuse delivery which we did 3 times because this company does not communicate with their shipping partners. This was Order #*********. Three days ago I told their agent I wanted to cancel my membership which they did. My issue is that all of my contact and payment details are still on their website. I sent them an email on January 20th requesting that they delete BOTH my account and payment details. I have not received any reply. My understanding is that a company cannot retain a former customer's account details, including payment.I demanded that these details be removed ASAP- this company has ZERO customer service and is a disorganized mess.

  Business Response

  Date: 03/28/2023

  Thrive Market offers an Autoship program to provide ease and convenience to members who would like to receive their everyday items on a 4, 8, or 12 week cycle. The autoship is based on the first order that is placed and, if so desired, can be canceled immediately following the first order. Deleting items from the next schedule will not delete the autoship program entirely and additional products could be added by selecting "Add to Autoship" from the product page or at checkout. Upon reviewing the account some products were added to the autoship on 2/3/2023 and an autoship order was set to be processed on 2/15/2023. The member reached out on 2/17/2023 to have the order cancelled, which we then advised to refuse and issued a refund for the order and the membership on 2/18/2023. No further action is necessary. 

• Initial Complaint

  Date:02/19/2023

  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.

  Business would not let me explore products unless purchased membership. They said I would receive money back from membership if was not satisfied. They did not clarify this was not the case with the monthly membership. These are questionable practices and therefore are not standard for good businesses.The purchase date is 2/8/23. Called them shortly after purchase for refund. They stated was not the case. Offered modifications to price for plan for 2-3 months. Useless to me because was not interested in plan. Purchase was $12.00.Cant find account number. Possibly because never setup password since dont want service.

  Business Response

  Date: 03/25/2023

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $12. This information is provided when signing up.The signup process does provide different sections (Account, Plan, Payment, Confirm) members are required to click through and accept before you "start your membership" where members can decide if they want to yearly or monthly membership and are presented with the perks of both. In this case of this account, The member selected the Monthly membership option which does not come with a 30-day risk-free trial. Screenshots of the signup process are attached. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then-current period. However, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to your chosen payment method for the Membership prior to your cancellation. The member signed up for the monthly membership on Feb 5, 2023. They contacted us on Feb 7th to cancel their account where the auto renewal was confirmed cancelled during a phone call. The member's account has had its auto renewal canceled and the account automatically cancelled on 3/7/2023. No further action is required on this account. 

• Initial Complaint

  Date:02/15/2023

  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 charge came up on credit card for ***** on 2/13/23. My wife or I never ordered anything from Thrive Market. No one else has access unless it is fraud. I had to cancel my credit card and wait forever to get a new one. I had to remove my card from automatic bill payment. A giant inconvenience. Mad as h***

  Business Response

  Date: 03/25/2023

  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.  

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19413799
  
  I am rejecting this response because: Check with ***** They are in charge of the investigation now. They have all the information.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/15/2023

  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. Please reach out for more information. 

• Initial Complaint

  Date:02/13/2023

  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.

  On 1/1/23, Thrive Market charged my expired credit card their annual membership fee of $59.95 without my authorization. **** permitted the charge as Thrive claimed to be recurring, so they extended the expiration date without my knowledge. Thrive Market didn't even provide me with the thing they sold - my account remains canceled, as I had left it more than two years ago. I am now demanding the return of my funds. I have canceled the credit cards associated with that past account so that Thrive Market cannot charge me anymore. I contacted Thrive and they have still not gotten back to me.

  Business Response

  Date: 03/25/2023

  We do charge 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." Under the email address provided in this case, an account can be located but it has been canceled since 2017 with no charge made to that account since 2017. It may be possible that the member has a duplicate account under another address.We did receive a chargeback for the duplicate account and we have accepted and the bank will provide more information. Our membership is reoccuring, as it states in our terms of service.  

• Initial Complaint

  Date:02/09/2023

  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 signed up for Thrive Market as a first-time customer on Jan 29th, 2023. I paid for a monthly subscription for $12/month and I was going to place my first grocery order, however, the order does not go through, I continuously received an error reading for several days. I reached out to customer service and they asked me twice to alter my computer settings and disable the firewall on my computer. I expressed that I do not wish to do that because it is a cyber security risk. Therefore I asked for the subscription service to be canceled and a refund of $12 for the subscription fee. Since I am unable to use their service.I asked their customer service department 3 times and they denied my request. I am only asking for a refund of $12 and a cancellation. I have attached the screen shot of the email.

  Business Response

  Date: 03/28/2023

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $12.00. 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." We do apologize this member had technical difficulties placing an order and it was not handled correctly by the agent. We were not able to properly gather information about why they were having problems placing an order. The member is able to come back and let us know what error they received on their end. At this time, the membership has been cancelled and refunded on 2/10/2023. No further action is necessary. 

• Initial Complaint

  Date:02/09/2023

  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 received a years membership as a gift. I used the membership twice in 2022. My card was automatically charged in December of 2022 for a renewal i didnt authorize. It was hassle to get through to someone and bc i went through PayPal and automatic payment was on (i dont remember agreeing to this) PayPal simply directed me to thrive. Thrivess customer service representative offered me a partial refund- i accepted it though i didnt really want too- but their model of great offers and difficulty to get through wears one down. Their website is difficult to search, i wasnt adding enough to the cart to qualify for free shipping making it more expensive and thus the membership went unused. I contacted them for a refund today as i hadnt used the membership since the forced renewal expecting a pro-rated amount. I am reasonable wasnt expecting a full refund- but i also hadnt used the membership.I was giving multiple promotional offers- declined this time and was told well your membership ends in dec 2023 i turned off the auto shipping and renewal features. We are sorry to see you go. Had i known and it been articulated that i wouldnt be able to cancel at later date i would NOT have accepted a partial refund and would have pushed. It might be in their clause but if that clause is not pointed out and noted it is unfair especially as this occurred over a chat- with limited time to actually read any policies. Thrive market needs to make their policy very clear at the start of the transaction. ***************************** services offer prorated refunds if not used. I am left not wanting to use the membership i am stuck with as who knows what i am agreeing to while just trying to buy some allergy friendly food.

  Business Response

  Date: 03/25/2023

  The charge is a membership fee, 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." Our contact information is readily available on the site as well as online. We have refunded a partial refund and cancelled the upcoming renewal, which will automatically cancel 12/2023. No further action can be taken on this account.

• Initial Complaint

  Date:02/09/2023

  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 have been curious about Thrive Market and seeing a lot of sponsored ads so wanted to give it a go. First off, you cannot see what products they actually offer until you sign up and pay. Second, they talk about refund for 30 days but language is very unclear on the fact that refund is only for annual member. Language also unclear that annual member will be billed annually and not 5 per month which is the number they highlight. Anyways i signed up for a month hoping to find great products - no they have what you can find anywhere else- ******** target, any generic stores. There are no link to cancel your membership! you have to talk to an agent and answer 15 different questions. Third, you cant actually get refund for monthly membership - something i was fooled into believeing i would get back thanks to their very scam like website language.Overall, the website lacks transparency and uses peoples curiosity and naiveness to scam them. This website needs to be shut down, it feels unethical to me they exist.

  Business Response

  Date: 03/25/2023

  The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $12.00. 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."   We do apologize for that upon reviewing the products you were interested in on the site you did not find you could see the savings as shown after the shopping quiz. That number is based on current members who have the same shopping preferences as indicated during the quiz. We recognize the exact savings may vary from member to member based on their actual shopping experience, so we're sorry to hear this doesn't align which what you saw on the website. The upcoming renewal was cancelled and the account was cancelled automatically on 3/11/2023.

• Initial Complaint

  Date:01/31/2023

  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 does not have an option to cancel membership online except by chatting to a robot agent and then to a live agent, and they do not make it clear beforehand that this is the only option. Once the chat robot transfers you to the live agent, it could take up to half an hour until they get to deal with your request because there are so many people in front of you in the line. There were 31 people in front of me. After the agent gets on your case it takes about another 5 or ten minutes in which they try to pressure you to stay a member before they finally agree to do what you asked them and cancel the membership.

  Business Response

  Date: 03/25/2023

  You also able to email or call us at ************** by clicking contact us on our website. This members account has been cancelled on 1/31/2023.

• Initial Complaint

  Date:01/23/2023

  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.

  Like many others here, I made one purchase and months later discovered I was charged $59.95 for an annual membership. Based on the responses, I can never buy from them for rear of "reactivating" the membership I don't want. A great business model for getting $60 for nothing, but not repeat business. I wanted a refund, but they refused. Buyers beware!

  Business Response

  Date: 01/28/2023

  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 didn't receive a cancellation request from the cardholder, so we proceeded with the payment for the membership. We have canceled this member's upcoming renewal and they will not be charged a renewal fee. No further action is necessary.
  See Attachment/File: TermsOfService.pdf

• Initial Complaint

  Date:01/13/2023

  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.

  I feel as if I was tricked into membership enrollment. I do not recall seeing the automatic enrollment information when I placed my order and am now having difficulty canceling. The online chat function was not easy to find and is not responding. I sent an email to cancel and received an automatic reply regarding "high volume" of messages. I regret I didn't check BBB before placing an order. Reading just a few if the many complaints it appears Thrive intentionally obfuscates information about automatic membership enrollment and makes cancellation difficult. Thrive has charged my credit card for membership. I want the automatic enrollment cancelled and the charge removed.

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2023/01/28) */ 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 didn't receive a cancellation request from the cardholder, so we proceeded with the payment for the membership. We have canceled this member's account and issued a full refund for the membership. Consumer Response /* (2000, 7, 2023/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company responded as indicated, which I appreciate. I believe automatic enrollment should be a clearly indicated SEPARATE box TO BE CHECKED so that it doesn't happen by accident. I'd like to see that change made in the company's order form. The policy may be "clearly stated" in the terms of service but how many people read that every time they order online? Imagine going to a store and having to read the stores terms of service to buy a jar of peanut butter. If Thrive wants to be customer friendly it should revise its order form to make accidental enrollment unlikely.