ThorneReviews of thorne.com

I placed and order, got confirmation of delivery but the order never arrived. I have written several email messages but nothing. Not a great customer service !

Worst customer service ever. Very long hold times, unhelpful people, hung up on me, not enough people handling problems, now the new way to login doesn't work for me, can't get into my acct

Literally the worst service they have for tracking and shipping. The website is also really bad in terms of placing orders. The product might be good, but the overall experience of ordering is horrible. Longer call wait times, not being able to find tracking after an order has been placed, longer shipping times, and just too much hassle.

The supplements are good, however, very frustrated with the site and how difficult it makes it for you to cancel your subscriptions. There is a subscription tab once you login and dig looking for a place to manage your subscription, but all it does is make you login again and keep you in a never-ending loop where it does not offer any way to manager descriptions.

If I could give zero Stars I would. I purchased the weight management lab test kit, completed it accurately, sent it in, and got a confirmation email on March 4th stating it's in the queue to be processed shortly. Their product page for this kit states it takes 8 to 10 business days for results. My results are still pending and today is the 12th business day. I sent customer service an email yesterday on the 19th (day 11) and I never even got an automated "hey we got your email be in touch". I followed up today via chat, it finally connected me to an agent who never greeted me I had to ask if they were there twice, they finally responded and I said I was still waiting for my results after the anticipated deadline passed. All of a sudden the conversation ended and an automated pop-up put me through the queue again to select my issue. When I went through the prompts again it advised me they were closed for chat now, and to call or email. So since no one's responding to me in email or chat I decided to call just now (800-228-1966). The message on the phone tells me the office is closed and to call during business hours 9:00 a.m. through 7:00 p.m. Eastern time. It's currently 3:00 p.m. Eastern!!!! This is my first and final experience with this company. I hope to get my results or a response soon but if it continues this way, I'm going to figure out what steps I can take against them to get my money back. I don't care if the results are taking longer than they normally do, that's fine, just communicate that or respond and have someone available to field these questions like any normal customer service dept would. For those of you who still will decide to use a company regardless of the customer service reviews (like me sometimes) heed this warning. I've never experienced such terrible customer service and really should have paid attention to the several poor reviews before moving forward. UPDATE: 425p est. I got an email at 418p "We have reached out to the lab. Please allow up to 3 business days for a response." - yay for a response, but nay for consistency: another delay and I thought the office was closed..? UPDATE: 611p est. Got a text and email that my results were ready. Hate that this is what it took (if this take played a role) to expedite my case and results. Bumped my review up to 2 stars because I got my results.

Not working for me.

They used to be the best but have almost become a different company maybe it’s their team they have hired in customer service, I have been dealing with Abby through email and she is clearly inexperienced! Also have tried to find out when one of their out of stock supplements would be back and 3 people in 2 days told me different dates it’s still not available. Very frustrating. My husband and I have been ordering Thorne for over 18 years, and I have spent about 4 hrs trying to get my test results through chat and email and tried calling also and was placed on hold for 1 hr and then the phone hung up when someone answered! Hope they can get it together, there is plenty competing company’s more than ever!