Customer Shares Viral Chat Showing How Hard It Was to Cancel Thrive Market Membership Despite Repeated Requests

ILLINOIS — A Thrive Market customer’s experience trying to cancel their membership has gone viral after a series of screenshots showed a long, repetitive chatbot exchange that refused to take “no” for an answer. The chat revealed multiple sales pitches, discounts, and offers — all before the company finally agreed to cancel the account — reigniting debate about subscription transparency and the ethics of “retention-first” customer service.

The Chat That Wouldn’t End

The conversation began with the user typing, “Please cancel my membership.” The automated representative, named Olive, immediately responded with an upsell, reminding the customer they had saved $150.42 by shopping with Thrive Market and offering perks like 30% off natural products, exclusive sales, and free gifts.

When the user declined, Olive continued with a series of increasingly persistent offers:

• 15% off coupon and free shipping on three future orders,
• A discounted annual membership rate of $44.95,
• And even a final offer of $9.95 for a full year — less than $1 a month.

Throughout the exchange, the customer repeatedly replied, “No, please cancel my membership,” but the chatbot continued asking if they wanted to reconsider.

“I do not use this service as much as I thought I would and would like to cancel,” the customer wrote, adding that recurring shipments led to surprise charges on their credit card.

They explained that Thrive would automatically fill a “Smart Cart” with products each month, charging the account if the order wasn’t canceled in time.

Online Reaction: ‘This Shouldn’t Be So Difficult’

The screenshots quickly spread across social media, where other users called the experience “manipulative” and “exhausting.”

One commenter said, “You shouldn’t have to decline six offers to cancel a subscription — this is ridiculous.” Another added, “This is what happens when companies design retention bots instead of customer support.”

Many compared the situation to other subscription platforms that use “dark pattern” tactics — design strategies that intentionally complicate cancellations to reduce customer turnover.

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Experts Call for Simpler, More Transparent Processes

Consumer advocates say experiences like this are becoming more common as companies rely on AI chatbots and automated retention systems to manage memberships.

According to the Federal Trade Commission (FTC), businesses are required to make cancellations “as simple as signing up.” However, many consumers report having to go through multiple steps, emails, or conversations to finalize their requests.

“If a customer says ‘cancel,’ that should be the end of the interaction, not the start of a negotiation,” said a consumer rights specialist.

The FTC has proposed tougher “click-to-cancel” rules, which would require subscription services to provide a one-step cancellation option that matches the ease of enrollment.

What Customers Can Do

Experts recommend taking screenshots of all chat interactions and confirming cancellations by email for proof of record. They also advise checking credit statements after cancellation to ensure no further charges are made.

For users struggling with auto-renewing memberships, contacting the company’s billing department directly or filing a consumer complaint with the FTC can help expedite resolution.

As for this frustrated Thrive Market customer, their experience has sparked a larger conversation about whether modern online shopping platforms have gone too far in prioritizing retention over respect for customer choice.

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