Complaints
Customer Complaints Summary
- 367 total complaints in the last 3 years.
- 137 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/02/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They sent me a fake promotional email $60 free gifts for signing up for their annual membership. After I signed up, they told me I am not eligible and they refused to refund me my membership fee.Business Response
Date: 01/04/2025
The contested charge is a membership fee, which is automatically collected at the sign up page before entering the website. We state this in our terms of service, and we remind our customers at checkout. Per our terms of service provided on-site, " CANCELLATION POLICY FOR MEMBERSHIPS: You may cancel your Membership at any time by contacting us at ************** or email us at ****************************** Upon cancellation you will not be charged for any renewal periods and your Membership will not continue past the then current period. However, per our Terms of Service, reactivated accounts are not eligible for membership refunds.The member created this account on 7/11/24 and reached out on 7/14/24 to cancel the account, we complied and cancelled and refunded the account on 7/14/24. The member than reactivated the account on 12/19/2024. The membership fee is not eligible for a refund. This member has had two separate accounts under different emails with us which have also been refunded at their request. We have cancelled the upcoming renewal and will automatically end on 12/20/2025. No further action is necessary.Initial Complaint
Date:12/17/2024
Type:Service or Repair IssuesStatus: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.
An unknown user logged into my account fraudulently and changed all of the personal information on my account. This person also purchased a membership with my debit card information on file. I contacted Thrive Market and requested to close the account, delete my data, and get a reimbursement. They did process the reimbursement and my request to delete my data. However, they also made a second withdrawal in error for the same amount and now my bank account is frozen due to their error, I am seeking that this error be corrected.Business Response
Date: 12/18/2024
The transaction was detected as fraudulent and we already canceled and refunded the account on 12/6/24. We have double checked our records and our payment processor. There are no duplicate charges or erroneous transactions; only the refund processed after the first membership charge. No further action is necessary.Initial Complaint
Date:12/17/2024
Type:Billing IssuesStatus: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 sent me an email today stating that someone had logged into my account using my email and password and requested that I reset it. I didn't remember having an account with them but thought maybe I had just forgotten. Once I reset my password it took me to a screen asking me to sign up for a paid membership with no other options. I was able to get to another page and go to my account info to see I had in fact never had an account with them (until today) and they now had my information. Just like others have said here the email was a scam to try to get me to set up an account. There is no option to remove my account or my details so I am asking that the company removes all of my data and ceases all further communication with me. This is a scam and not normal business practice.Business Response
Date: 12/18/2024
The email this person received is a automated email that was sent out when our system received an inquiry that their email was used to try to make an account on our website. This is a pre caution for our fraud prevention, the email sent has detailed instructions and questions to make sure that it was the right person creating a membership. The email has been removed. No further action is necessary.Initial Complaint
Date:12/17/2024
Type:Product IssuesStatus: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 decided to try out this service as it was pushed on ads online over and over. I gave it a try and had some issues and misunderstandings in the beginning. I placed an order and didnt like the outcome. So I canceled my membership within their 30-day policy for a full refund. Also stopped all auto-ship orders and havent used the service since. Then I happened to notice they never refunded me and I logged back on and Im still a current member. Never got refunded either. Its now December 3, which is over 4 months later. So I have messaged them tonight and they have told me they see where I stopped my auto-ships and spoke to customer service, but my membership was correctly canceled nor refunded. So now Im waiting for a follow up on this issue as it seems like a scam so far or an error on their end. We shall seeBusiness Response
Date: 12/18/2024
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 a yearly or monthly membership and are presented with the perks of both. The member did reach out on 7/28/2024 and was offered a credit of $40 to keep the membership and accepted. The credit was then used on an order placed on 7/31/24. The member then reached out on 12/3/2024 and requested to cancel. However, since this is post 30 days and because they accepted the credit and used it to place an order, the membership fee is non refundable. We have cancelled the upcoming renewal and autoship. No further action is necessary.Initial Complaint
Date:12/07/2024
Type:Billing IssuesStatus: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 canceled my subscription months ago and just got a notification today that they took a payment through ******. I contacted the company and they tried to say I reactivated my account yesterday. I am 100% certain I did not. They try to say I logged in yesterday, and that would have restarted my membership. That doesnt make sense, and I am 100% that I did not log in or restart anything. I kept trying to ask them to cancel my membership (even though I already did that a while ago) and said I want a refund. Very shady dealing with them.Business Response
Date: 12/14/2024
The transaction was detected as fraudulent and we already canceled and refunded the account on 12/1/24. No further action is necessary.Initial Complaint
Date:12/07/2024
Type:Billing IssuesStatus: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.
Fraudulent transactionsBusiness Response
Date: 12/14/2024
We are unable to find an account with the information provided with BBB. If the member is able to reach out to us at ************ or email at ****************************** we are able to rectify.Initial Complaint
Date:12/07/2024
Type:Billing IssuesStatus: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 an email that someone form Great Britain logged into my account and to change my password. When I try to log into my account I cant make any changes without being forced into a subscription. I do not use this account, I do not want this account but I would like to 1) remove my credit card information and 2) either close the account permanently or at the very least change my password when a breach has occurred. The site goes in circles and do not have a "chat" feature as it claims it is only redirects you to a FAQ page that doesn't resolve my issue.If I can't access my account without a subscription please deactivate and permanently remove my account from your system.Business Response
Date: 12/14/2024
We have deleted the account, no further action is necessaryInitial Complaint
Date:12/05/2024
Type:Product IssuesStatus: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.
Thrive Cosmetics refused to close down my account and illegally requested that I upload proof of residency. First of all, that is illegal. It is a cosmetic company. 2ndly, they do not have a CC on file as I never purchased anything.They do not have my address. Please do not give it to them.They only have my email: ************************ They do not have my telephone number, do not give it to them.Business Response
Date: 12/14/2024
Wrong company, we are not apart of Thrive Causemetics.Customer Answer
Date: 12/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:12/05/2024
Type:Billing IssuesStatus: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.
Fraudulent activity, refusal to delete my account, inability to delete my own accountBusiness Response
Date: 12/14/2024
We have removed the email from Thrive Market. No further action is necessary.Customer Answer
Date: 12/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:12/05/2024
Type:Billing IssuesStatus: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 found a charge from Thrive Market on my credit card statement. I called them to ask what the charge was for and she said it was a membership charge! I don't remember seeing that I was being charged for a membership. So now that I saw this charge and she said it was more than 30 days pass the cancelation date. There is no ***** at all and they will not refund me the $59.95 that was charged to my credit card.Business Response
Date: 12/14/2024
The charge is a membership fee, which is automatically collected at signup We state this in our terms of service, and we remind our customers at checkout. When signing up and to view our catalog, new members have the option to try our service for a 1 year membership at $59.95 which has a 30-Day Risk Free Period and free gift OR try our service for a monthly membership at $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.We have gone ahead and cancelled and refunded the account. No further action is necessary.
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