ComplaintsforThrive Market, Inc.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thrive Market is charging me $12 per month for a membership. I want to cancel the membership, and everything I have found through the website, and on the internet in general is a dead end.

  Business response

  06/08/2024

  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  upcoming renewal was cancelled, the membership will automatically cancel on 7/3/2024.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a free trial membership with Thrive on or about 3/28/24. I cancelled the membership on or about 4/1/24. I never used the service. I was charged on or about 5/2/24. I called several times when I noticed a pending charge. Every time I called, no one was available to assist me and I wasnt able to leave a message. On or about 6/1/24, I noticed another charge. I messaged thrive this morning, 6/2/24, and the representative told me that there was nothing they could do but refund me the last charge. I provided them with screenshots of the calls I tried to make without being able to speak to a representative. The representative mentioned that I was only able to cancel the membership through a message/text/app. I would like a full refund for all charges due to me canceling the service and not being able to speak to a representative, after numerous attempts, about the unauthorized charges. I submitted the screenshots to the representative and they mentioned that the numbers didnt belong to Thrive. The numbers are on their website and on my bank record. I asked the representative for a managers name and the representative told me that they wouldnt be able to provide me with the information.

  Business response

  06/08/2024

  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  upcoming renewal was cancelled, the membership will automatically cancel on 6/27/2024.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out on 5/31/24 to cancel my membership with Thrive Market. I have attached the communication that followed:Me: I just want to cancel my membership *****: Hi *******, I hope you are doing well today.Im sorry to hear you're thinking about ending your access to Thrive Market. One moment while I pull up your account to help.Thanks for waiting, *******. I see you're concerned about our pricing. We're on a mission to make healthy living easy & affordable. If you find an item priced lower somewhere else, send us a link or ************* match it. We're always working to save members even more with frequent *************** Plus, we recently lowered prices on 500+ items: ************************************************** If youre open to giving us another try, I'd be happy to offer you a coupon for 15% off (up to $15) & free shipping on your next 3 orders. That way, you don't lose access to all our upcoming sales and free gifts. How does that sound? This means you'll save an extra 15% on your next few orders and can see if the membership will work for you!Me: No I just really don't use it because I can find things cheaper in stores'Jomar- more pitch, I have the transcript Me - I need to go, but please cancel my membership. Honestly these sales pitches make me want to leave even more. Please cancel my membership I have to go Jomar- If youre worried about using your membership enough, another thing I could do is give you an extra $15 off your next year of membership on top of the coupons. That will bring your fee down to just $44.95 and help you make back your membership fee in savings even faster. What do you think? This means you'll get $15 off your next year, plus free shipping & 15% off your next 3 orders. That way you don't lose access to all our upcoming sales and free gifts!Me: I am walking away from my computer. I have already expressed my desire to cancel my membership.***** continued to sales pitch me and still refused to cancel my membership.

  Business response

  06/08/2024

  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 membership renewal was cancelled will automatically cancel on 9/4/2024. The member did not reach out with in 30 days. No further action is necessary. 

  Customer response

  06/17/2024

   
  Complaint: 21786549
  
  I am rejecting this response because: I wasn't disputing charges. I was disputing the fact that I tried to cancel and then was harassed repeatedly. Even to the point of telling the person that I didn't want their sales pitch I just wanted my subscription canceled. Never about getting a refund just simply cancel. I was continually harassed to the point that even after I left the chat, I got an email still harassing me and not canceling my membership. That is unacceptable. 
  
  Sincerely,
  
  *********************

  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.The membership renewal was cancelled will automatically cancel on 9/4/2024. The member did not reach out with in 30 days. No further action is necessary.

  Customer response

  07/16/2024

   
  Complaint: 21786549
  
  I am rejecting this response because: Thrive keeps talking about refunds and what not. That wasn't my complaint. My complaint was regarding harassment when I asked to cancel my membership. I asked multiple times to cancel. I never ever asked for money back or wanting money back! I was harassed repeatedly by their employee when I tried to cancel. It took me filing a complaint with the BBB for them to even FINALLY cancel my autorenewal. But the complaint was for HARASSMENT when I asked to cancel. NOT MONEY OR A REFUND. All they keep addressing is me wanting a refund which was never ever the case. I'm starting to wonder if they are struggling to read? Or don't know what harassment is? 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I last used my Thrive account in 2020. In 2021 I cancelled this membership using Thrives customer service chat. The service provider made many offers to convince me to continue my account but I no longer had a need for the account and declined repeatedly. Yesterday (May 30, 24) I received an email from Thrive with a receipt for another years membership. When I called customer service they again tried to convince me to continue membership but finally acquiesced to close my account and refund me for the coming years membership but refused to reimburse for cost of the the several years Ive been charged for a membership I didnt know existed (Ive checked my old email and there has been no receipts since 2020) The amount I am owed is more than 150 dollars and I do feel that this this is something that potential customers need to be made aware.

  Business response

  06/08/2024

  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 your chosen payment method for the Membership prior to your cancellation.The membership was cancelled and refunded on 5/30/2024.

  Customer response

  06/17/2024

   
  Complaint: 21784823
  
  I am rejecting this response because:

  I am not questioning charges pertaining to my membership for the period before I clearly cancelled. As I stated quite clearly, I cancelled my membership and was charged for several years after that final year of membership lapsed. There is no confusion about your policies on my part. Again, I communicated at length with a customer service agent, who tried to convince me to continue said membership, but I declined (quite firmly) and was told that my membership would be cancelled moving forward, not retrospectively.
  

  i question your policy that has customer service agents argue with customers about their choice to terminate an account, andquite obviouslit is unethical and possibly illegal to charge a former customer for a service that she has declined to accept. This is a highly unethical practice and I will certainly do my best to let friends and family know that this has been a frustrating and disappointing experience. At the very least, an apology for your customer service agents failure to proceed with membership cancellation would have been appreciated .

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

  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 your chosen payment method for the Membership prior to your cancellation.The membership was cancelled and refunded on 5/30/2024.

  Customer response

  07/17/2024

   
  Complaint: 21784823
  
  I am rejecting this response because:

  I unsubscribed. You continued to charge me for subscriptions. I suspect that I am not the first ******** to whom you have done this. 
  
  Sincerely,
  
  *******************

  Business response

  08/10/2024

  This member has 2 accounts with us. The member reached out to cancel one account and not the other. The member was charged for a yearly membership on the account that was not cancelled. Both accounts have been cancelled and refunded. No further action is necessary. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April or May of this year I contacted ThriveMarket via chat to inquire about their cancellation policy and to find out when my membership ends and to request my account be cancelled when my membership ends. I specifically indicated in chat that I wanted to continue to use the subscription that I had already paid in full for through my subscription end date. I was informed that my subscription expires in September of 2024 and that I would be able to use my account until then and that my account would be cancelled at the time. Shortly after, I went to use Thrive market, and found out that I had been deactivated and that I would have to pay the full annual subscription fee to reactive my account. I reached out via chat yesterday, May 30th, to request to have my account reactivated and was told that they can't do that. I explained that I have paid for a subscription through September of 2024 and that I want to use the account that I have paid for. I called Thrive market today, May 31st, to request to have my account reactivated because it is has not expired and I have paid for it and was given a code that wasn't valid and was asked to renew my membership fee. I explained to the support person that I don't want to sign up for a membership because I already have an active membership that I paid for. She hung up on me. I am not understanding why my account can't simply be reactivated when Thrive Market deactivated it while I had an active membership that was paid for. I want to be reimbursed for the three months of the membership that I paid for that Thrive Market wasn't able to reactivate after they cancelled my membership against my will.

  Business response

  06/08/2024

  It looks like the account was cancelled accidentally. Because it was cancelled we are not able to reactivate the account on our end. the member will need to place an order reactivating it. If they reactivate, they will be charged the membership fee and at that point we will be able to issue a refund. We do apologize for any inconvenience. 

  Customer response

  06/17/2024

   
  Complaint: 21785040
  
  I am rejecting this response because:  Thrive Market "accidentally" deactivated my account, so ********************** should "reactivate" it on their end.  I did not deactivate or cancel my account, ********************** did.  Thrive Market needs to take action to rectify their mistake that was done with their hands, not mine.  Furthermore, my interactions with Thrive Market's customer service team have been concerning and I lack trust that they will be able to assist me and I worry that I actually won't receive my refund as stated.  I had already attempted to do what Thrive Market is recommending via its response.  I spoke on the phone with a customer service person and I was provided with two discount codes that were not valid and she was unable to provide me with a valid code, so I wasn't able to move forward to complete what is being recommended.  I was willing to try more codes and to work through it, but the customer service person unexpectedly hung up on me and made no effort to call me back.  I have a busy schedule and I was unable to call back and be on hold for a long time a second time and I had already spent a significant amount of time on the phone with no resolve.  It would have been respectful to have Thrive Market have a customer service representative that is competent in resolving this type of issue reach out to me.  I was a respectful customer by opting in on each of my orders to pay an additional fee for workers well being and I regularly spent money at this company.  My resolution is that I will not use Thrive Market, nor will I recommend it to others.
  
  Sincerely,
  
  *************************

  Business response

  07/06/2024

  It looks like there was a misunderstanding between the agents this member chatted with on 5/2/2024. One agent let the member know that we ************************* the upcoming renewal on 9/4/2024 and the member then asked if the membership can be cancelled next month, the agent then asked if they would like to cancel the membership today 5/2/2024 and the member agreed. The membership was cancelled, member was informed and that was the end of the chat. Then the member reached out again 20 mins later on 5/2/2024 and spoke with a different agent, and the member was asking if they will be charged the $5 dollars per month, the agent did not understand, and let the member know that they are able to place orders until 9/24/2024 not knowing a previous agent just cancelled the account. We do apologize for the misunderstanding. We have refunded $20 for the months that have not been used. No further action is necessary. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order on 5/20 and it alleges to have shipped on 5/21. As of today, 5/29, it is not here. There are no details on the Thrive Market site for tracking, and the carrier seems to be some sketchy company I have never heard of. The *** was YESTERDAY. According to the site, no details on my order's arrival. This is beyond ridiculous. I have been a customer for years, since before COVID. The company was great; it was small, the items were wonderful and cheap, Thrive Market even made a cracker that quickly became my favorite and I would order 10 boxes at a time very often. Later, they were discontinued. As covid hit and the company grew, everything went downhill. Even after covid, orders started taking longer to ship, customer service chats were started with AI instead of immediately getting a REAL PERSON. I don't want to talk to a robot. You used to get a free item with EVERY ORDER, now free items are few and far between during special promos. I placed this order when I did because of the specific free gift bundle I had gotten emailed about, and placed it within MINUTES of receiving the email. Yet today's rep said the free gift was out of stock and it wouldn't even be in this order anyway? Ridiculous. Absolutely ridiculous. I want the items that I paid for and the free items that were SUPPOSED to be included in my order.Where is the customer satisfaction and service? All I see anymore is ads online for Thrive Market. You don't need to get more customers if you can't take care of the ones that you have, especially long time customers. Stop spending money on ads and spend it on improving the business and shipping partners. I will not be shopping with Thrive Market anymore and will be cancelling my membership unless every item in my order is recovered and delivered to me immediately. I have been shopping less because of recurring issues like this over the past few years. Fix it. I need each and every item in that order including free gift sent to me.

  Business response

  06/08/2024

  It looks like the order was lost and we have refunded and added a credit to their account. No further action is necessary. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been charged for multiple years without knowing. I have now spent over 30 minutes attempting to cancel. The online chat will not proceed to cancellation and simply loops over and over with canned responses. I cannot access a live body to answer the phone. I want a refund for the charge placed today 5/28/24 and I want my membership cancelled.

  Business response

  06/08/2024

  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 your chosen payment method for the Membership prior to your cancellation.The membership was cancelled and refunded on 5/28/2024

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was automatically charged $59.99 for an AUTO SUBSCRIPTION that I did not approve. I made one purchase on what I thought was a trial membership of two weeks. I had planned to cancel my trial membership a year ago at the end of the two weeks but I forgot.Im 72 years old and Ive got health problems and I forgot to cancel my trial membership I only discovered I was on an auto renew annual bill method with this vendor when I was charged a second annual amount for $***** on April 27, 2024.I think this is a very predatory practice of an auto membership when someone thinks theyre just doing a trial membership to try something out for two weeks but its actually an auto renew membership that is billed to your card every year, that you dont even realize youre paying for.I never made any additional purchase to that vendor other than the first one time purchase that I thought was a one time trial membership. At a minimum, they should refund the ***** charged exactly 30 days ago (and for the original fee for the first year that I never used).When I asked for a refund today, they told me they could not refund it because they had a 30 days from date CHARGED, NOT 30 days from date PAID.

  Business response

  06/08/2024

  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 account was cancelled and refunded on 5/27/2024. No further action is necessary. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/27/24 I made an account and it claimed $60 for year membership but you would receive $60 free groceriesIt opened to pick a gifts they did not amount to $60 and I thought it was just an additional promo. After I saw my cart and no promo because the gift was before I put anything in the cart.I contacted support as noted in the files. I understand if chat would have explained to me it was gift and they were able to see my account and should have said my gift was in my cart. Im disappointed simply because I feel the advertising was misleading and the gift was not worth $60 in groceries. Ive attached transcripts, the first promo ad and price point of what the top item the offer was well under the $60

  Business response

  06/08/2024

  The member received the promotional gift for first orders. No further action is necessary. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to simply cancel membership after realizing the order was far too expensive for what I was getting. They tried to sell me a cheaper membership, even though I requested a total cancellation. I would like the company to look into this sale practice and address the matter. I would like the *** office to refund the entirety and cancel the order entirely. I have attached the transcript and order. Also, the membership is available in their system.

  Business response

  06/08/2024

  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 membership was cancelled and refunded on 5/27/2024. The member received the order and is not eligible for refund. 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. ↩