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Complaint Details
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Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Thrive Market, Inc., pushes you into a membership without a choice after you enter your info. There is nowhere to back out. It tries to push you into the annual membership by creating a large button to continue with the annual membership for $59.95. The only way to avoid the annual membership is to choose the $12.00 fee for the monthly fee (and you can only do this if you notice a tiny print, camouflaged, area to click below the annual membership "continue" button). Then, once you get through their tedious list of what types of product categories you like and get onto their actual site and see your cart, you discover that they put items in without your choice or knowledge. They put $103.00 of items I never, ever selected. Luckily I noticed this and deleted each item (of things I would never have chosen on my own). Then, you have to go in and find a way to stop their "automatic" monthly shipments. It is very difficult to figure out how to stop those. So, I tried to cancel the membership, and apparently succeeded with their chatbot -- not a human -- and they said my membership is cancelled. We'll see. I said I wanted a refund as well, but since the bot only has preset answers, there is no way -- even though they offer a 30 day free trial with a refund if dissatisfied. I called the "helpline" phone number and an automated message said the office is closed (this is on a Monday). Also, there is nowhere to delete your account and remove your information from the site to completely free yourself of this dishonest business. They should not be allowed to run a business. I don't even want to give them one star because they deserve nothing and are an utterly dishonest company.Business response
09/07/2024
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.Customer response
09/13/2024
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
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received notice from Thrive Market at the end of December about a Christmas gift from family: a 1 year membership to Thrive Market. I tried to activate it immediately, but got the message that my membership code was "invalid." I have tried several times since and been unable to activate that membership. I get sent to a window that asks for all my info -- and then wants to charge me for a year membership. I have scoured their site for help, but the 24/7 Chat function doesn't work: I click on the icon and nothing happens. I have called their contact number during their posted hours, but just get an announcement that they're either closed or busy. Then the call gets dropped without an opportunity to leave a message. I did use Thrive Market several years ago -- but now it's seeming like a huge scam.Business response
08/17/2024
It looks like the gift card code was successfully applied with the same email in DECEMBER 2023. The member did not use the account at that time. They then reached on 8/14/2024 and we sent an email letting them know that we extended the membership to 12/2025. The membership is active and ready to use. No further action is necessary.Initial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been trying to communicate with Thrive Market in order to cancel my membership. I have tried to call them, email them, and use the chat feature on their web site, and in the membership area of my account. None of these efforts have resulted in my account being cancelled as I have continued to request.This issue arose because they charged me a $60 membership fee without sending me an email letting me know it was coming up, and on an EXPIRED and NO LONGER ACTIVE debit card. I did go ahead at that time and complete another order, since that $60 could be applied that way, because I couldn't reach anyone to cancel or get a refund. Then once the order arrived (yesterday) I once again began to attempt to cancel my membership. Again, I could find no way to cancel myself. I tried the chat bot, and that didn't work. I emailed, and that didn't work. I tried, again, calling, and wasn't able to reach anyone.Additionally, there appears to be NO WAY REMOVE ALL payment options from their website. It forces you to keep one payment method there. Right now it's only my ******* I've removed all cards, and I'm going to attempt to alert ****** to decline any charge from them, but what I want is for my account to be cancelled and ALL payment methods removed.I'm not asking for my money back, since I used it on an order when I couldn't get hold of anyone. I just want them to cancel my account, remove all my info, and never contact me again.Thank you.Business response
08/10/2024
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, 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 created the account on 7/14/2020 for a yearly membership, which receive a 30 day risk free period, has placed multiple orders between 2020 and 2021. They have been charged yearly since 2020 and was aware we were a annual membership. The member reached out on 7/31/2024 and we have cancelled the upcoming renewal. We are not able to refund the membership fee for 2024 because the service was utilized after the charge using $60 credit that was applied to the account.Initial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They run a membership scam. On 6/20/22 I purchased oat milk from them (order #*********). I only received a confirmation email for the milk and it was delivered.On 7/23/24 I received an email said "Unfortunately, we havent been able to successfully charge your MasterCard card." I still had my old login info and looked up my account finding that I was charged a $59.95 membership fee on 7/21/22 & 7/22/23, of which i have never recived emails/reciepts. I contacted them requesting a refund of at least the last membership fee as I have not bought anything from them since 6/20/22. They stated they were unable to do this, were unable to transfer me to a manager and that I'd get an email from one.Main issue is that I did not purchased any type of membership and if I did I should be notified of that and be provided with a reciept . Basically a customer would not know they are being charged until thier card expires or is replaced. Additionally they hide that you are purchasing a membership, I never would have paid $60 for a membership to make a one time purchase of oat milk.If you look at ****** reviews there are the same membership scam complaints.Business response
08/10/2024
The charge is a membership fee, which at the time the member signed up for was charged 30 days after the first purchase on the site.. 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, all Membership Fees paid prior to termination of your Membership are non-refundable and you shall be responsible for any charges to chosen payment method for the Membership prior to your cancellation." This members account was cancelled 7/25/2024, we requested to have a check sent out for the membership fee refund because the card on file has expired, no further action is necessary.Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I do not have an account with **********************, nor have I ever purchased anything from them, yet I keep getting text messages about orders being placed by someone named ****** using my phone number. I have texted "STOP" in response to the texts, which should remove my phone number from being texted. Each time, I receive a verification that my number has been removed but I keep getting texts. I have called Thrive Market numerous times about this and they keep reassuring me this will not continue and yet it does. This has been going on for over a year now, though I only have saved the texts starting in Oct. 2023. From this point on, I will be charging Thrive Market $100 for each text them send me. I want to be removed permanently from their list so I stop receiving text messages from them.Business response
08/03/2024
It looks like a Thrive Market member had a typo in her phone which resulted in this persons BBB. We have since resolved the inquiry and the number has been removed. No further action is necessary.Customer response
08/05/2024
Complaint: 22058924
I am rejecting this response because:I have asked them to remove my number numerous times in the past and yet I keep getting these texts. They take my number off and the customer enters it again. They need to store her number correctly for future orders or block my number.
Sincerely,
*************************Business response
08/10/2024
It looks like a Thrive Market member had a typo in her phone which resulted in this persons BBB. We have since resolved the inquiry and the number has been removed. No further action is necessary.Customer response
08/12/2024
Complaint: 22058924
I am rejecting this response because:Thrive Market has told me repeatedly in the past that they have removed my number but I keep getting these texts anyway. They need to block my number so the customer can't s**** it up again.
Sincerely,
*************************Initial Complaint
07/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Last year I had been charged for some things and a subscription that I never agreed to so i called them and canceled my membership and got a refund. This morning I received an email from them welcoming me back and saw I had a $60 charge on my bank account. I complained and they told me my account must have been hacked. This is impossible as no one would hack into an account simply to subscribe to a membership. I do not know how they still have all my information including credit card info on hand.Business response
08/10/2024
This account was cancelled on 12/3/2023 and reactivated on 7/9/2024. It seems that the account was reactivated by a someone other than the account holder. We have since then blocked the email card number and address. The account holder will need to contact Thrive Market to request a CCPA.Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello! I ordered once from thrive market and they then charged me for a year long membership fee without my consent or knowledge. When I reached out to the company to get a refund, they refused to refund me. There was no warning of membership charge. The fact that they automatically sign you up for a membership and give you 30 days to cancel is completely hidden at point of purchase and completely unethical. I was charges July 6th, made NO purchases that would benefit from the membership and called July 9th to cancel. They are refusing to send me back the hidden charge.Business response
07/20/2024
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. We have cancelled and refunded the account on 7/9/2024. No further action is necessary.Initial Complaint
07/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I keep emailing these people about my refund and they keep dodging the answer. I have canceled the subscription and now would like a refund but they are being to slow.Business response
07/20/2024
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
07/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This morning, I received an PayPal notification that I paid a membership fee to Thrive Market(a website I have never placed an order on). Upon talking to customer service, I was made aware that there were two accounts under my name(both incurring separate renewal charges)************************************** ************************ I notified Elle(the representative) that those emails were the same in terms on ****** accounts. She was able to refund me for the first account, but not for the second.I have never received a renewal notification from Thrive. I was never made aware that I was incurring charges. I have never placed an order on Thrive under any name or email account. The only reason I was made aware was because of the PayPal notification I received. Upon further looking, I received a charge of $59.95 in September 2023 for a membership. Again, no email was sent in regards to my membership being activated or renewed. I am hoping to get a refund of $59.95 for the subscription fees to a site I have never used and have no desire to use.Business response
07/20/2024
We have gone ahead and cancelled and refunded account for the charge on 9/10/2023. No further action is necessary.Initial Complaint
07/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We have an issue. The Thrive Market "Chat" is not and has not worked! No one can get in touch with their customer service, to cancel their membership, stop the auto-ship, or delete their banking info! And...no phone number to contact on their website or their ********* social media page> accept a special number for the visually impaired. The 30-Day "risk-free" membership program has failed and is a scam, hence the new customer is already charged for a full year. No new prospective customer has the privilege of viewing their offered products prior to paying for a membership, hence the new customer has not a clue if ********************** has a product line that the new customer is interested in. No proper response to my email, ******** message or posts.Business response
07/20/2024
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 $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. This members account has been cancelled and refunded, no further action is necessary.
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Customer Complaints Summary
322 total complaints in the last 3 years.
150 complaints closed in the last 12 months.