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Business Profile

Internet Marketing Services

Thane USA, Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Marketing Services.

Complaints

This profile includes complaints for Thane USA, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Thane USA, Inc has 12 locations, listed below.

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    Customer Complaints Summary

    • 168 total complaints in the last 3 years.
    • 47 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/15/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 ordered the H2O x5. Mop and it was missing the glass cleaner device, the clothes steamer device and extension, very misleading advertising. They make it impossible to reach anyone. I emailed customer service, tried to call to no avail. You can’t reach a live person so your emails go to the deep abyss. I have tried to purchase the attachments that were missing which is not even offered- really come on!! I feel it forces you to reorder the entire system. Badly done not a company that stands behind their product. They need to change to bring some legitimacy to their products. This will catch up with them.

      Business Response

      Date: 06/27/2022

      The customer placed the order through our website for the H2O HD + Bonus H2O e3 Activator - 1 Pay of $149.85 + $14.95 s&h. Order summary attached.

      The items shipped on 02/24/22 with FedEx tracking number *************** and delivered on Wednesday, 2022-03-02 at 12:48 pm. Carrier tracking attached.

      An automated shipment confirmation with the tracking was sent to the customer's email address. Shipment confirmation attached.

      The customer contacted us on Mar 25, 2022 at 7:41 PM and our customer service helpdesk responded to the customer on Mar 28, 2022 at 2:08 PM. Customer communication attached.

      No response has been received from the customer at this time.

      The customer was provided with a list of components that were included with their purchase.

      The customer is able to purchase additional accessories directly through our website.

      Our customers can access their account and contact us for assistance by logging into our customer service portal at https://support.thane.com/

      Kind Regards,




      Customer Answer

      Date: 06/29/2022

      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,

      ****** ******

       

      i have no record of receiving a response as they note was on 3/28/2022. I didn’t see there attachment that they mention? I have been on their website and they don’t list those attachments

      Business Response

      Date: 07/04/2022

      The customer submitted a help request via ticket ********* through our customer support portal on Mar 25, 2022 7:41 PM using their email address *******************

      We responded to the customer on Mar 28, 2022 at 2:08 PM. The communication was sent to the above email address provided by the customer.

      We have re-sent the email communication to the customer's email address ******************* on July 4, 2022 at 1:22 PM.

      As noted in our email communication, we are happy to assist the customer with placing an order for the additional accessories they wish to purchase.

      Alternatively, the customer can purchase the accessories through our website.

      Our customers can access their account and contact us for assistance by logging into our customer service portal at *************************/

      Kind Regards,

      Thane USA Inc.

       

    • Initial Complaint

      Date:06/07/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      see Attached document

      Business Response

      Date: 06/08/2022

      Our customer service team is available fully online to all our customers via our Customer Service Centre at **************************

      We do not charge customers to speak to a representative and we do not have an inbound customer service number.

      There are no advertisements from our company offering nor guaranteeing delivery of the orders in 5 days.

      The customer's order has shipped on December 16, 2021 and delivered to her provided address via ******

      At this time the product is not eligible for a refund without being returned to our warehouse.

      It should also be noted that per the customer's provided documents, her financial institution has also ruled there are no grounds for a refund.

      Thane USA Customer Care

    • Initial Complaint

      Date:05/23/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 trying to get assistance to register with the customer portal but this has been unsuccessful due to registration sent to me that was invalid. I need to just send an update of my payment information and it seems I can't do this because Thane do not give me the opportunity to updated my payment information. Other than web registration, there is no other means to call to update any personal information. This is what happened to me: I have placed an order with Thane 4/18/2022. order # US-******************* At the end of April I lost my bank debit card and had to request a new one. I was not able to update my new payment information with Thane due to the "invalid configuration and link" I was sent to register to the web portal. As of today, I am still not able to register and there is no help from Thane. This is a complain to the business due to very poor customer service and horrible organization. As a customer, I am trying all I can to update my payment information but Thane does not provide any assistance to its customers who are experiencing registration issues. I am requesting for Thane to provide other means to update information if they are not able to provide assistance to fix registration issues. see attached file.

      Business Response

      Date: 05/27/2022

      Our customer service team has not been able to connect with the customer by phone as our calls went unanswered.

      We will be reaching out to her by email.

      The customer has received the Invalid message due to the fact that she already created her account.

      She needs only login to the account she already made rather than trying to create another one with the same details.

      The customer's account will be reset and she will be advised how to proceed in our email to her.

      Thane USA Customer Care

      Business Response

      Date: 05/31/2022

      Upon receipt of the email from our team the customer was able to register her new account.

      When the customer requires any future assistance, she will be able to follow up with our team by email or at https://support.thane.com/

      Thane USA Customer Care

      Customer Answer

      Date: 06/01/2022

      [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

      Date:05/20/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Ordered an H20 MOP X5 ELITE. Received 5/19. A part was missing. I have tried repeatedly to contact company. Using phone numbers, email and by establishing an on line account, as instructed by Thane. Every attempt to contact company is blocked or technical difficulties. Would like company to contact me and send missing part. The flex handle for this unit was not in package.

      Business Response

      Date: 05/25/2022

      The H2O Mop X5 as ordered does not include a flex handle.

      It was an overseas item which has been discontinued and is no longer being manufactured or advertised.

      Thane USA Customer Care

    • Initial Complaint

      Date:05/16/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 April 11, I purchased on-line a H2O-x5 Mop,for 3 down payments of $ 67.xx ,total of $202.xx,from the trane company . the payment was pending on my credit card ,I received a notice that my credit was refused ,so I requested that the purchase be cancelled . thane's pending payment was removed from my credit card statement .In May ,another payment became pending ,without my ordering again ,and I received an order number of ******************,I could not cancel the order apparently ,so I closed the credit card ,#4299, the shipment arrived on May 11 ,2022.The payment went thru of $67.xx. In order for me to return the Mop I have to go thru the Trane Customer Portal ,and get a Return Authorization Number , I have been sending e-mails back in forth to a (Taylor,**************),to get a (RA#) number ,she never sends the number ,her e-mail address doesn't work ,must be a machine like answering service.Need the number for my return shipment and refund of $67.xx, Can You help Me ???

      Business Response

      Date: 05/17/2022

       

      The customer did not submit a cancellation request which is why his order was not cancelled.

      Our Communications with the customer have been attached.

      The email address mentioned ************************ is a notification only email address which is not monitored.

      A notification message to this effect is automatically sent in response anytime someone sends an email to this address and it is also noted on emails sent from this address.

      The customer has been provided with the details for returning his order and will be refunded once the item has been returned to our warehouse.

      Thane USA Customer Care

    • Initial Complaint

      Date:05/10/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      We ordered this on May 4th w a additional charge for speedy delivery and a warranty after repeated failure attempts to get ahold of this Co. All numbers are not working and no way to get ahold of customer service sending a support ticket does nothing we want the product but want a tracking number now as our $ has been already been taken in full. For this product that we paid Xtra for for shipping and we get nothing. Help us please Thankyou

      Business Response

      Date: 05/12/2022

      The customer has logged in to our self serve portal and also exchanged messages with a member of our team.

      The customer's order has been shipped by ***** and is on the way to be delivered to her address this Friday.

      For any questions or concerns she may have, the customer is welcomed to follow up with our team by email to have them addressed.

      Thane USA Customer Care

    Thane USA, Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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