Jen L.

Horrible customer service! I have special dietary needs due to allergies, so I placed my first order, while doing so intentionally at a specific time to take advantage of certain promos and "gifts" I wanted (heads up, they email you about their promos multiple times/day, prepare to be spammed like you never have been before if you sign up for their emails), then went back a few days later to order a couple of things I forgot about and suddenly the majority of their website was having issues and couldn't be viewed. I tried again the next day and the day after, but same issue. So I wrote to them and let them know about the issue, asked that they cancel my membership I was going to try out (because if you can't see their website, you can't shop and actually use your membership), but the rep I spoke with was only concerned about keeping me on my membership and told me how much I would save (which them made it feel like a scam or a used car purchase). I reminded her I couldn't see the website (which she still hadn't addressed), asked that she cancel it again, so she agreed to cancel it without any mention of how I can view their website. Shortly after, my order arrives poorly package, the entire full size bottle of cold brew (one of the "gifts") had leaked all over on the thin plastic bag it was in and outside of it into other items in the box. I contacted thrive and nicely let them know, they responded back that there was nothing they could do since I already cancelled my membership. So I asked to speak to a supervisor, but one never reached out as of several days later. Wrote to them again and asked to speak with a supervisor and one responded to let me know their website doesn't always work well or without the use of certain browsers, I should use their app, and my item was free so they can't resend it, plus I cancelled my membership. I wrote back and let them know I'll ship at Vitacost (or anybody else) over their website because I placed my order at the time that I did under the impression I would be getting the offers that were extended to me and that "gift" was one of them, she had the nerve to write back again and tell me it was free and they couldn't credit my account since I don't have one. I don't know what is wrong with these people, they're unbelievably rude, I'm sure they would be mad if someone talked to and treated them the way they treat others, so I assume poor customer service and defensive behavior is just how their culture is there, which isn't a company I want to do business with. After seeing how many people have complained about membership issues and poor customer service, I'm just glad I'm cutting my losses now and moving on.

Purchased a few shoes from them, one pair was definitely used when I took them out of the box shortly after they arrived. Not only that, but it looked like someone had attempted to clean one on the rubber and the suede, plus there was a long hair inside of one of the shoes. So gross and unsanitary, not to mention a total rip off because I didn't buy used shoes. Contacted them immediately and sent pictures, I received a emailed response from Jamika telling me to send them back for a return and they will investigate whether they are defective or not and charge me $6.95 if they aren't deemed defective. I was just thinking before this that a mistake had been made and I would exchange them for a unused pair. But now I was mad. So I called them and spoke with Jonathan and requested to speak with a supervisor and while I was pulling my order number up he hung up on me. So I called back and spoke with Sandra and was told she was trying to teach a supervisor for 15 minutes, then told me they all went home for the day and someone would call me the next day. Nobody called all day, or halfway into today. I called just now and spoke with Albert, after explaining to him what happened, he asked if a manager called me yesterday and then asked if I did not get a voicemail, I double checked and no missed calls or voicemails. I can't believe these people lie and document that they called a customer when they didn't AND theyre managers doing it! He confirmed my phone number and they had the correct one. Finally got transfer to a supervisor, Lilian, who was really nice, but all she could do was waive the restocking fees and after more back and forth offered me a 30% off coupon. I declined since those coupons get emailed to me constantly anyway, but she said there was nothing else she could do. They also don't have the ability to send ups to you to pick up your returned used item, so you have to drive to it ups after all of this other drama. Unbelievable. Since they also refuse to do exchanges, she said I would have to rebuy the shoes and just wait on the refund on the old/used pair. So I went online to buy them a couple of hours later (and only because I had the coupon and I really wanted the shoes) and they had stopped carrying all of this style in every color during the time I had gotten off the phone with them, while I speaking with them they had them in every size in both color. So I wrote to the supervisor and just got a "sorry we are out of stock" response, I explained they were in stock while we were on the phone and asked her to do something, but she said there was nothing they could do. They are the worst company to deal with and I would never assume what I'm getting from them going forward isn't defective or used. I will never buy shoes from them again. There are so many other shoe stores online that don't operate this way, save yourself the headache. (PS - they also are shoebuy.com).