ComplaintsforLe-Vel

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Le-vel has repeatedly mailed me old products and recently sent out expired products to me. Their website states under when do products expire:You can use the products up to two years after the date shown on the packaging. After several days of them asking me for pictures and trying to discourage me, numerous attempts to have to product replaced or refunded, they made up a fictitious expiration date that is not reflected anywhere on their website. Le-vel does not stand behind their products and they wont replace defective/expired products even when they are at fault.

  Business response

  05/17/2024

  Thank you for your report. While we understand your concern, you are under a misunderstanding that the dates on our products are expiration dates. The dates you see are manufacture dates. Thus, the information you sent in the BBB portal via a screenshot from our website is accurate. If you find that the information we are providing you here is not in line with what you are seeing, please be so kind as to send a picture of the date you are referring to that also clearly shows our product packaging (so we know its our product) and we will be happy to take this matter under further review. 

  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was give $160 in credits from a rep at this company. When I ordered it should of used all my credits but they only put $10 of credit to be applied. I would of never ordered from them knowing my entire amount of credits would NOT be applied. I reached out to support because my card was charged $150 even though I have that exact amount of credits in account. I want a refund and they refuse.

  Customer response

  04/17/2024

  The local rep added additional credits to use towards a future purchase so a refund is not needed. I did cancel my account with the company and no further action is needed at this time. I do want to add that the customer service is horrible but since the local promoter fixed the issue I am all set now. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was approached by a promoter from this company called level thrive. I was 7months pregnant at the time and this promoter offered me a free sample of the three step system. I asked if it was safe during pregnancy and she stated yes. She said she used it throughout her pregnancy and state it was just vitamins. I asked about the caffeine content because the packages did not state. She said all three steps totaled about 45mg. I took the vitamins as she instructed and 2 days later I ended up in the ** for tachycardia labored breathing and pre eclampsia. I do drink coffee. Once a day. I did not drink coffee while I did the three step thrive and I could feel already this had tons of caffeine! My father ** law also ended up in the hospital. He is 84 years old. The promoter told him it was safe to use even if he was on medication because its just vitamins. My father I laws blood pressure at the hospital was 200/99!

  Business response

  04/29/2024

  BBB Representative. This report has been marked as "Desired Settlement: No settlement requested - for BBB information only"
  
  We are uncertain as to why a reply is being requested of us. In addition, we have no customers with this name, city, and state in our system. If you wish for us to provide a reply, we will be happy to do so. However we will need a customer account number or order number in order for us to locate this particular individual (if they exist in our system). Finally, we maintain careful records when it comes to consumer product reports. We have not received any same/similar reports from anyone with the type of issues that the complainant describes. As such, it is difficult to determine the validity of the report without having more information. 
  
  We appreciate your further assistance in the matter. 

  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  03/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order roughly a week ago, never received a confirmation email, or an invoice number, and they are refusing to provide help/shipping info if they are shipping any product, the order was placed on 3/2/2024. Due to the other bad reviews and everything else going on currently, I plan to stop shopping with Level if something isnt done. I have been a customer with ********************** for years.

  Business response

  03/26/2024

  Thank you for your report. In review of your account, we see that the last order you placed was on 7/23. We have included a screenshot of your account in the BBB portal. Please be so kind as to provide us with any other information that might be helpful to us so that we can investigate this matter further in order to resolve it completely on your behalf. 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Cyber Monday, November 27, 2023, I purchase two Le-Vel Detox kits, and received on December 1, 2024. The kits are only morning and night capsules. I decided to start mine after the holidays and family events, which was mid-February. Halfway through my detox, I looked at the manufactured dates and the AM was manufactured January 2022, and the ** was manufactured October 2021. My rep told me that the pills are good for TWO years, which makes them expired. She did say I could still take, just the potency was less. I wasn't happy with that response, as something purchased should be NOT expired. When I submitted a ticket on the website, they told me they are good for 2.5 years, but when I asked for them to provide proof of this random extra 1/2 month shelf life, they didn't show me where this states on their website, just typed it to me along with stating that the ** are good until April 2024, and July 2024. The second detox isn't supposed to take place for 3 months, so it's still not "within" the 2.5 year shelf life range. I paid for a product and I expect it to be well within its shelf life, not past it. The customer service rep was extremely unprofessional stating that I shouldn't have waited months to start. No where does it state on the paperwork received or the box that this product needs to be used immediately, and I only waited to take "pills" for 1.5 months. I want either a replacement detox or my money back.

  Customer response

  02/27/2024

  Le-Vel said they will reimburse me for half.  Please close my complaint.  It is concerning because they said they didnt want to send a replace because its from the same batch- which is over 2 years old.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 4th, Le-Vel charged my credit card $462.99 for an order because they claim I signed up for automatic monthly shipments. I never knowingly signed up for ANY automatic shipments. The order number was ********. I tried to find a customer service number to call and resolve the issue but they have no such thing. So I contacted them through their messaging system and received instructions on returning the package. I never opened the order when I received it and mailed it back exactly as I received it. I followed their instructions perfectly. The return **** tracking number is **********************. It shows they received the return on December 26, 2023. It is now February 13, 2024 and I still have not received the refund. I have read that this is a very common issue with Le-Vel and it would be great if they were forced to make changes to the Auto-Renewal shipments so that customers couldn't accidently or unknowingly sign up for automatic orders. There also should be an actual customer service phone number people can call for help resolving problems like this. To resolve my issue I would appreciate receiving the full refund I am due. Thank you

  Business response

  02/29/2024

  Hi ***, 

  Thank you for your report. In review of your account, we see that our Customer Support Team has resolved this matter on your behalf in accordance with our return and refund policy (correspondence attached). We see that they issued a refund to your card used for payment in the amount of $403.20 on Feb. 14th. Please note that refunds can take up to 14 business days to reflect on your statement depending on your card issuer.  Your refund was issued less the 10% restocking fee in accordance with our refund policy.  

  Thank you for allowing us the opportunity to resolve this matter on your behalf. 

  Le-Vel Dispute Resolution Team

   

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the product according to their guidelines. They didn't acknowledge the product order for two business days. It then shipped out and the product was late getting to me. I filled out a customer service complaint with the company and they immediately argued with me to tell me I was wrong. Even though it was verified by *** that they did not get the package until two business days later. I tried to reason with them through email and they just wanted to argue with me instead of seeking a resolution. I then realized how big they failed at customer service and asked the issue be forwarded to a supervisor. Three months later, I still haven't heard anything. Product is fine, the customer service is terrible. They don't understand how to handle business and customers.

  Customer response

  02/21/2024

  It has been a month and still haven't heard anything.  I would like a credit from them for having to teach them a little about customer service.  So they should offer me a credit. 

  Business response

  02/26/2024

  Hi *****, 

  We are sorry to hear that you had less than a pleasurable experience with our Customer Support Team. We have issued you $100 in Thrive credits to resolve this matter on your behalf. We have also discussed this matter with our Director of Customer Support in order to ensure that your future interactions will be more pleasurable. Please know that we appreciate you and your patronage.  

  Le-Vel Dispute Resolution Team

  Customer response

  02/27/2024

  I have reviewed the business response and accept this resolution.   Thank you for the simple and kind gesture. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased around Jan 1st, 2024 *** started the Thrive Elevel regimen on the 7th. Patch, vitamins, and shakes. Immediately stared having shortness of breath and then Jan 13th *** 14th 2024, full blown chest pains *** palpitations. I could feel my heart slamming *** almost called 911. Then I started doing more research and read the 4 different kind of caffeines in all 3 products. It's way too much. There are no warning labels like other diet plans. It has taken me a few days to recover from these episodes. Stopped taking Thrive and all symptoms went away.

  Business response

  01/30/2024

  Hi ******, 

  In review of your account we see that our Compliance Team corresponded with you on the same day that you reported your incident. We further see that they requested specific information related to your report in order to assist you further. Please be so kind as to reply to their ticket so they can resolve this matter on your behalf if you wish to receive a refund beyond our standard return policy. If you wish to return your products in accordance with our standard return policy please continue to communicate with our Customer Support Team and they will be able to assist you further. We see that there is already a ticket where they have provided you with return instructions.

  Please note that our return policy is posted on our website.

  Thank you, 

  Le-Vel Dispute Resolution Team

  Customer response

  01/30/2024

  The return policy takes 30% off, then charges shipping, and deducts another 20% if a box is opened. With a window to take more leaving a customer returning a product with 20% back if lucky. So for $200 spent, a customer might receives $20 after all the reductions by the company for returning. It isn't worth the time. They also want a list and photo of every shake mix, tablets, and patch being returned, lot number,product, and date, before returning. There were 60 shake envelopes alone, I used 4, and realized this has a ton of caffeine, and started having chest pains. This is coming from someone that drinks express coffee all day. There is no way their isn't more caffeine than what is stated on these supplements. 

  Customer response

  02/06/2024

  I am rejecting this response because:   

  The return policy takes 30% off, then charges shipping, and deducts another 20% if a box is opened. With a window to take more leaving a customer returning a product with 20% back if lucky. So for $200 spent, a customer might receives $20 after all the reductions by the company for returning. It isn't worth the time. They also want a list and photo of every shake mix, tablets, and patch being returned, lot number,product, and date, before returning. There were 60 shake envelopes alone, I used 4, and realized this has a ton of caffeine, and started having chest pains. This is coming from someone that drinks express coffee all day. There is no way their isn't more caffeine than what is stated on these supplements. 

  Business response

  02/19/2024

  Please understand that our return policies are published on our website and also published on the BBB website. We believe our return policy is not only transparent, but it is reasonable and in line with what any other responsible company that sells nutritional products would do. Your statement that a $200 return will reflect in a $20 refund is completely inaccurate. If you have evidence to support this statement, please be so kind as to attach such evidence to this portal for our review. 

  Please note that our compliance department asks for specific details related to the lot numbers and any other information a consumer may volunteer in order for us to further investigate any reports related to a negative experience with our products. The request for information was not for the purpose of allowing you to process a refund, but rather, it is our standard protocol to gather information for trending and reporting purposes when such reports are made. We feel that this is a best practice as we wish to ensure the safety and efficacy of our products. You can return your products in accordance with our return policy without participating in providing us with any requested information. 

  As stated to you in our prior response, please continue to communicate with our customer support team and they will be happy to assist you further to help you return your products for a refund in accordance with our return policy. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled autoship but Le-Vel still sent the shipment. I got an RMA and mailed the shipment back with a **** tracking number. Still no refund. I want my money refunded. This has been and ongoing issue for over 6 months and it need to be resolved.

  Customer response

  01/09/2024

  Le-vel gave me this response I really dont understand it. I believe it means they want me to send 50 dollars to get the refund but I am really not sure. Maybe youll understand what they are saying. If you do please share it with me. I just do t see why they dont send me the refund minus the restocking fee.

  Thank you so much.

  Business response

  01/24/2024

  In review of your account, we see that you initiated a refund and returned your products. Before we could issue you a refund in accordance with our return policy, you filed a chargeback with your credit card company. This placed your credit card in dispute, and therefore, your credit card company automatically removed the funds from our account. We have a policy that states any credit card chargeback fees will be passed on to the consumer. This amount is $20. Your refund would not have been for the full purchase price because the products you returned were opened. As such, you still owe the balance of the full purchase price, plus the $20 dispute fee, minus the refund amount. This is why you have a balance due. 
  
  It is important to note that you have received all of your money back from your credit card company related to the initial purchase of our products.

  If you wish to purchase any other products from us, you will need to pay the balance due. 

  We hope this additional information has been helpful to you. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  A transaction that I didn't authorize was charged to my card on or about 12/5/23 for an auto pay order. I has allowed my family member in the past to order with credits she had , it was to be a one time deal. She was unaware it was on auto pay and my money was taken out, she emailed them right away to do some sort of ticket to cancel the order and get my money refunded but they refused to cancel even though it had only been minutes since the email came through with the charges. I'm disabled, on a fixed income and this money was for my bills. You can't call anyone to have an actual conversation, I can't log in , it's not my account, I just want my money credited back to my card and taken off any auto pay or membership.

  Business response

  01/24/2024

  Please understand that when you authorize individuals to use your credit card, it places an undue burden on merchants, especially those like ours who sell product strictly online. We see that we have offered to refund the purchase in accordance with our return policies. We advise that you (or the individual that you authorized to use your credit card) continue to communicate with our customer support team and they will continue to assist in returning the products for a refund in accordance with our return policy. 

  Thank you, 

  Le-Vel Dispute Resolution Team

  Customer response

  01/24/2024

  I have reviewed the business response and accept this resolution. I accept the response and will deal with the loss on my part, I had no access to the product,  I am disabled and sick and have no way of sending anything back. Very disappointed still that you cannot find a phone number to reach these people for any kind of resolution. Its over as far as I'm concerned,  very hard ****** learned . Thank you BBB for your help in this matter.

*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. ↩