ComplaintsforThane USA, Inc

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Initial Complaint
06/04/2024
Complaint Type:
Product Issues
Status:
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.
Purchased the H2O Mop X5 Steam Cleaner in March directly from Thane. The water tank leaked the 1st time I used the unit. I contacted their customer service, sent several videos only to be told this is normal for this unit. The next time I used the unit the mop head swivel broke. C/S said I can get the broken part replaced for free but I have to pay $14.95 to ship the replacement part. This is a new unit, I should not have to pay anything more for their defective parts. I want to return the unit and get a full refund!
Business response
06/14/2024
The order was placed on our website on 3/19/2024 for H2O Mop X5 Deluxe Elite System with extended warranty.
The customer reached out to us through helpdesk ticket ******** first on May 8, 2024 and complained about water tank leakage so our team requested for a video to identify the issue.
The customer was informed that some sweating can happen due to steaming as mentioned in the User Manual also.
The customer did not inform us about the broken mop head swivel in that ticket. Our customer service representative has reached out to the customer again through same helpdesk ticket ********, today 06/14/2024 to request the customer to send us some pictures so that we can assist her with the replacement promptly.
Kind Regards,
Thane USA Inc.
Initial Complaint
05/31/2024
Complaint Type:
Product Issues
Status:
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.
I purchased the mop which doesn't do the job. I want to return it but there is no way to contact them and the line form just bounces back. I need to get a refund
Business response
06/06/2024
The order was placed on 5/1/2024 for H2O HD DUAL BLAST DELUXE KIT.
The order was delivered on Saturday, May 04 at 1:33 P.M. through UPS tracking *******************
Our Customer Service Team is fully online and does not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at ******************************************** at any time for assistance.
We received a helpdesk request through ticket ******** on May 30, 2024 for RMA and Return Instructions. Our customer service team responded accordingly with all the information.
The Return Authorization Number is RMA #*****. We request to include this RMA number on the shipment.
Return Ship to address:
***** ******** **** ** ******** ****** ***** *** ***** ** *****
Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account. We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly.
Kind Regards,
Thane USA Inc.
Initial Complaint
05/13/2024
Complaint Type:
Customer Service Issues
Status:
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.
I bought the X5 Mop back in Jan. 2024. As of 4/4, I've been charged $216.62 for a product that was advertised at 3 payments of $39.95. I tried to contact them but there is no way to do so. They require me to create an account to contact them. Problem is, they require an Order Number which was never provided by email or the receipt that was in the box the unit came in. How does a business not have a way to contact them? Why are they over charging me?
Business response
05/24/2024
The order was placed over the phone on 2/2/2024 for the most upgraded mop model configuration H2O Mop X5 Dual Blast Deluxe Elite System.
The order was shipped through UPS Tracking ****************** and delivered on Wednesday, February 07.
Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance.
The customer did not receive the shipment and order notification as an incorrect email address was provided at the time of placing the order.
We reached out to the customer through helpdesk ticket ******** on email ******************** and have addressed all the issues that customer mentioned in the complaint.
Kind Regards,
Thane USA Inc.
Initial Complaint
05/06/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Item was ordered 4-15-2024, received 4-22-2024, upon receipt of the H20x6 item (purchase order #******* I realized it was not designed to do the job I bought it for. I immediately tried to contact the THANE to order an RMA as they required. I needed to set up an account to get the RMA but have been unable to achieve either task. All I want to do is get an RMA number, return the item and get a refund.
Business response
05/15/2024
The order was placed online on 4/14/2024 for H2O Mop X5 Dual Blast Deluxe Elite System along with Super Clean Kit and Oversized Mop Head.
The order was delivered on Monday, April 22 at 10:31 A.M. with UPS Tracking *******************
Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance.
The customer was sent an invitation link to his email to register on our portal however, the link expired before the customer registered.
The customer reached out to us through helpdesk ticket ******** on May 4, 2024 and requested to return the order. Our customer service representative provided all the return instructions and *** * ***** to the customer along with a 25% discount on purchase price of the order for the customer to decide if he wishes to keep the product or return it.
The customer agreed to keep the order with discount. The refund was initiated to customer's account on May 10, 2024. We allow 5-10 days for the refund to reflect in bank account.
Kind Regards,
Thane USA Inc.
Customer response
05/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****
Initial Complaint
04/24/2024
Complaint Type:
Customer Service Issues
Status:
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.
Purchased on 04/05/2024. Order * ****************** No phone numbers work to contact them. Numerous emails email unanswered. Received the product and wish to return it. Requested an RA as directed by them but have yet to receive one. Only have 30 days to return the item. Due to a hospitalization and continued health I can not longer use the machine. It was never opened.
Business response
04/24/2024
The customer contacted us by email through our customer support portal on Apr 16, 2024 3:33 PM through Ticket #*********
The Return Authorization Number ***** was issued and sent to the customer's email through Ticket # ******** on Apr 22, 2024 11:00 AM along with the return address and return instructions.
Return Address:
***** ********
9565 N. Virginia Street
Suite 100
Reno, NV 89506
The refund to the customer's account will be initiated once the item is received back at our fulfillment center.
Kind Regards,
Thane USA Inc.
Customer response
04/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I did not receive an email with clear instructions. I have checked my regular and junk mail. I will need them to send it again in order to follow the strict instructions they refer to in their return policy. I receive plenty of other junk mail from them but no return instructions email.

Can they please resend the instructions to both of my email addresses: ******************** *** *********************m.

Thank you,

Regards,

***** *****
Business response
04/25/2024
As requested by the customer, the email with the return instructions will be re-sent to the two email addresses provided.
Kind Regards,
Thane USA Inc.
Initial Complaint
04/01/2024
Complaint Type:
Customer Service Issues
Status:
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.
11/28/2023 I ordered the Total Flex L Home Gym from Thane Direct USA online after viewing a Black Friday sale on ********. It was to be my Christmas present. Upon arrival my wife just stashed the heavy box in the guest room for wrapping. She did not open it. After Christmas morning (a day or two) I was going to open it and saw the picture on the back side of the box. It was the Ab-doer another product they have but NOT the product I ordered. We tried to contact the company for an easy solution. Take back the Ab-doer which was still in the original packing box complete with straps and exchange it for the one we ordered. We could not reach them no matter how we tried. As the return date approached we decided to cancel Credit card payment to get their attention or maybe an address to write to (a real person was needed). The Card company did their due diligence (obviously reaching someone) and got a lengthy reply with all the details of the purchase and disputing the canceling of payment. They won even after we appealed with a letter of detail. We do not want to cheat them out of their money. We want to exchange the wrong product for the right one. Online you can see they advertise the Ab-doer for $219.99 and the Home gym for $429.00. It is obvious we were charged for what we ordered but received the wrong item. At one point I received an email asking for a video of the box. Why a video? But no information on how to send it to them. I sent it back to the email address with still shots, too, and never heard back again. All I wanted was the product I ordered. Now I want a refund due to complete lack of trust of the company or their products. This was not a money issue but a product mistake issue on their part. They are irresponsible to the consumer by not having a contact that allows you to speak with someone (even a chat line). The automated choices do not cover every issue. Certainly not ours. It is now March and we just learned the dispute was reversed in their favor.
Business response
04/03/2024
The customer placed the order by Phone for the following items. Attached is the order summary for reference.

Items ordered:
Ab Doer 360 Pro - 1 Pay of $318.99 FREE s&h
Ab Doer 360 - Rosalie Brown Workout DVD's - 1 Pay of $49.95
Ab Doer - 2 Year Extended Warranty - 1 Pay of $30.00
Ab Doer Priority Processing - 1 Pay of $20.00
Order Total $459.16

The above items were shipped to the address provided by the customer with *** Tracking Number ****************** on 11/28/2023.

Order Confirmation with order details and Shipment Confirmation notifications were sent to the customer’s email address with the status of the order. Attached for reference.

As you will note from the attached documents, the customer received the items that the order was placed for.
We run several promotional campaigns on various platforms with different configurations and pricing.

RETURN POLICY:
Our 30-day money back guarantee entitles the customer to a full refund of the purchase price, less the shipping and handling charges if the customer is not satisfied with the product. The return policy is presented to the customer on the product website and on their packing-slip.

WARRANTY:
The product has a limited one-year warranty.
The product purchased from Thane USA Inc is warranted against defects in materials and workmanship under normal use and service to the original owner for one (1) year from date of original purchase (“Warranty Period”). Should the product prove defective during the Warranty Period, the customer should email our Customer Service Center at ********************************* Under this limited warranty, Thane USA Inc will replace any parts found to be defective due to a manufacturer’s defect. A shipping and processing charge will apply to any replacement undertaken by Thane USA Inc.

CUSTOMER SERVICE PORTAL:
Our customers can access their account and contact us for assistance by logging into our customer service portal at **************************
Customer response
04/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** *******
Customer response
04/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My complaint is valid and if you will read the other reviews on your site about this same company they are pretty much the same in that Thane does not have customer service that everyone can access or at least that they answer.
The bottom line of this is that I ordered exercise equipment online (not by phone) and received the wrong equipment that I physically cannot use because of a handicap. I am a disabled ******* ******* needing certain PT that the equipment I ordered can fulfill. I tried to contact Thane to set up an exchange since I had not opened the Ab-doer sent to me. I was willing to pay any extra charges but wanted to get the equipment I ordered (Total Flex L Home Gym). So cheating them out of their money was not an issue. When I could not reach them I reached out to my credit card company with a dispute to stop payment and hopefully get a contact address or phone number that went to a real person. They said they would handle it. Well, Thane has done this so often their letter back to the complaining source (you and also the credit card company and other reviewers) is pretty much the same. I have sent numerous messages on their customer service site indicating I just want to do an exchange and could I please speak with someone or at the very least get a reply. After the credit card dispute I did get one email asking for a video of the product. I asked myself what they wanted a video for since I clearly told them it was never opened and still in the shipping box complete with shipping straps but I did take still shots and sent them to them. I might add, I am not computer savvy and did not know how to email a video. I never again heard from them so that was the ONLY correspondence or reply I have received from them. I began to think they don't speak English or are not a real company. I want to do the right thing and to me this is not a hard issue to resolve. Because I bought it on Black Friday via the internet (2023) as a Christmas present, my wife tucked it away when it arrived for Christmas. After Christmas we were so busy I thought I would open it later and assemble it so more time passed. When I finally could get to it I turned the box over and there was a picture of the item that was inside and it was the wrong (unuseable for me) piece of equipment. Research shows the piece I got retails from Thane for $219.99 and the Total Flex L Home Gym that I ordered retails for $429.00. We had not even heard of the added extras before their response to the dispute and since we have not opened the box we cannot confirm they are inside. Our credit card was charged $459.00. You can see why we felt this was just a mix up. At first we wanted to do an exchange but the more we are having to struggle and work hard to do this exchange or return we tend to not trust their business ethics and want to look elsewhere for the equipment we ordered. We feel other consumers need to beware that Thane does not communicate with the customer and in our case only through mediators like our Credit Card company or the BBB when their business status is at risk. That is not good business. Their rebuttal is filled with untruths where the consumer is concerned. Just because you supply something, if the consumer did not order it, does not make it right. This can be corrected so simply. Let me return the wrong item, unopened, and start over with a new order.

Regards,

**** *******
Business response
04/10/2024
Thane customer service is fully online and we do not operate an inbound number. Our customers can access their account and contact us for assistance by logging into our customer service portal at **************************
The customer contacted us through our customer support portal Ticket # ******** *hrough email [email protected]
The order was placed through IVR (Interactive Voice Response) system which is by phone. The order was placed for the AB Doer 360 as per the details provided in our previous response. The item ordered by the customer was shipped from our fulfillment center as per details previously provided.
Order Confirmation with order details and Shipment Confirmation notifications were sent to the customer’s email address at ********************
Our 30-day money back guarantee entitles the customer to a full refund of the purchase price, less the shipping and handling charges if the customer is not satisfied with the product. The return policy is presented to the customer on the product website and on their packing-slip. Thane Direct is not responsible for the cost incurred to return the product. The product needs to be returned unopened in its original package.
In good faith of the company, we will make an exception and accept the return of the product to our fulfillment center past the 30-day return period. The customer is requested to use the Return Authorization Number noted below and return the product unopened to the return address provided below.
Return authorization number (***** ***** to be included along with the Order Number and Full Name on the return shipment. The refund will be initiated on receipt of the return at our fulfillment center.
Return Address:
***** ********
9565 N. Virginia Street
Suite 100
Reno, NV 89506
Customer response
04/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *******
Initial Complaint
03/01/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I want to return an X5 basic mop for a full refund of $136.74. I have tried numerous times to get an address or phone number for this company without success. I do not want to pay anything for sending it back. This company must be totally unreliable noticing the number of complaints I see online. I have also indicated to my credit card company of this complaint.

Business response
03/06/2024
The order was placed on our website on 2/11/2024 for H2O Mop X5.
The order was shipped through *** ******** ****************** *** **** ******** ************************** and delivered on Thursday, February 15 at 1:08 P.M.
Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website *************************/ at any time for assistance.
We reached out to the customer through our customer support portal helpdesk ticket ******** on Mar 1, 2024 and provided the Return Authorization Number and return instructions to the customer through the same ticket.
The customer returned the order as per the 30-Day Money Back Policy and provided the return tracking number as requested. The refund was initiated to customer's account on 03/05/2024. We allow 5-10 days for it to reflect in customer's account. The same has been informed to the customer through helpdesk ticket ********.
Kind Regards,
Thane USA Inc.
Customer response
03/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ********
Initial Complaint
02/28/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered theThane H20 mopX5 elite. It does not clean as I was told it would. The 2 phone numbers listed on their complaint site do not connect me to Them. One connects me to a company that wants me to take advantage of their special offer. NOT INTERESTED! The second number does NOT WORK! The BBB list THANE in a bad light. With many complaints by people who purchased THIER PRODUCTS. One of their pages at THANE offers a refund if returned within 14 days. The other page offers a refund if returned in 30 days. I must pay them to return the ITEM. They must make more money on the returns than the products they sell !!! I do not know how to contact them? What I have read, from THEIR past customers on the BBB website does not make me optimistic about my problem. I will call MY BANK and ask them to help me Best Regards, ***** *** **** *******
Business response
03/06/2024
The order was placed on our website on 2/19/2024 for MOP X5 along with Descalers and Extended Warranty.
The order was shipped through *** ******** ****************** and delivered on Thursday, February 22 at 9:47 A.M.
Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website *************************/ at any time for assistance.
The customer has an active account on our support portal through which we can be reached at anytime.
We reached out to the customer through helpdesk ticket ******** on Mar 6, 2024 to provide Return Instructions and Authorization Number as requested.
The return authorization number is RMA# 19151. We request to include this RA number on the shipment.
Return Ship to address: ***** ********
**** ** ******** ****** ***** *** ***** ** *****
Once the order is received by our fulfillment department, a refund will be initiated for the purchase price, less shipping and handling to customer's account. We suggest sending us the tracking number when the customer return the item so that the refund can be initiated accordingly. Return Policy attached for reference.
Kind Regards,
Thane USA Inc.
Business response
03/21/2024
The total cost after $33 discount on purchase price of the order is $132.98.
As per our conversation with the customer through helpdesk ticket ********, the discount of $33 has been applied to pending 2nd and 3rd installment payment.
The 2nd installment payment was charged today, 03/21/24 for $40.16. The 3rd installment will be charged on 04/20/2024 for $40.16 on the same card that we have on file.
Kind Regards,
Thane USA Inc.
Customer response
03/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******
Initial Complaint
02/26/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
2/15/2024 amount deducted from checking 270.16. Not satisfied and have 30’days for return and no response from customer service. No one . This is an advertisement on TV . H20 steamer. So if extra supplies were needed they wouldn’t even. Be available for service. I feel on secure with this corporation having my credit card information
Business response
03/06/2024
The order was placed by phone on 2/14/2024 for H2O Mop X5 Dual Blast Deluxe Elite System along with Super Clean Kit and Extended Warranty.
The order was shipped through *** ******** ****************** and delivered on Monday, February 19 at 4:47 P.M. at Front Door.
Please note that we do not store card details on file as we are PCI Compliant.
Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website *************************/ at any time for assistance.
The customer reached out to us through our customer support portal helpdesk ticket ******** on Feb 27, 2024 and requested to return the order. Our customer service team provided the Return Authorization Number and return instructions to the customer through same ticket.
The customer returned the order as per the 30-Day Money Back Policy and provided the return tracking number as requested. The refund was initiated to customer's account on 03/05/2024. We allow 5-10 days for it to reflect in customer's account. The same has been informed to the customer through helpdesk ticket 47053118.
Kind Regards,
Thane USA Inc.
Initial Complaint
02/20/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have ordered a product and I am trying to reach customer service to resolve the last payment but am unable to reach any one in customer service. The company has a one way telephone number they do not respond to any attempts to speak directly with me. I am just trying to pay the last payment they are threatening to have a label put on my credit report which I would like to protest. I have tried several times to reach customer service but they don’t respond there’s no phone number to call it’s very frustrating. Can you help me please? Thank you ******* * ****
Business response
02/29/2024
The customer placed the order on our website on 12/10/2023 for H2O Mop X5 Dual Blast.
The order was delivered to the customer on Thursday, December 14 at 2:20 P.M. at Front Door through *** ******** ****************** *** **** ******** **************************.
Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website h************************/ at any time for assistance.
The customer has an active account on our support portal through which we can be reached at anytime.
The customer updated the payment information through our support portal on 2/15/2024 but did not inform us through the portal as advised once it is updated so that our team could make the changes in our system to charge the card.
The changes were made in our system on 02/21/2024 after receiving this complaint and customer's new payment card has now been charged for 3rd installment payment. The Balance Due is $0.00.
Kind Regards,
Thane USA Inc.

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