Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had signed up with this company and didnt realize that I had selected authorship I had sent a message wanting to cancel the shipment before it was shipped and they had advised that it was too late, at that point I had been to my doctor and was almost hospitalized with a severe kidney infection and kidney stones that I was completely bed ridden with fever and disillusioned. They advised that when I receive the package that I needed to return it at my cost and the product unopened and unused, so I did exactly what they asked and then today I received a message stating that I was only going to get back $255.80 due to a 10% restocking fee and the shipping and handling. This whole process has been ridiculous. I want to be reimbursed for the remaining ***** that they still owe me. I did everything that was asked of me. This company is a scam. I did buy the first supply and the products dont work like they suggest and for the price they should stand behind their products very unethical. I work in marketing and I cant imagine treating my clients they way I have been treated I hope others learn about this before they are treated the same way

  Business Response

  Date: 04/01/2025

  Hi ********,
  
  Thank you for your continued communication. As previously noted to you in our ticket correspondence (attached), your refund of $255.80 was issued on March 6, 2025, in accordance with our return policy, which is clearly published on both our website and on the Better Business Bureau (BBB) website. Your refund reflects the original purchase amount less the 10% restocking fee and shipping charges, as outlined in the return terms provided to you prior to the return.
  
  We also want to reiterate that you were sent a reminder email on February 17, 2025, before your autoship order processed, giving you the opportunity to make any changes if needed. Once the autoship was processed, it entered immediate fulfillment and could not be canceled.
  
  Weve handled this matter responsibly and in full alignment with our policies. All correspondence related to your return, refund, and communications is attached for your reference.
  
  We consider this matter resolved and appreciate your understanding.
  
  Le-Vel Dispute Resolution Team

  Customer Answer

  Date: 04/01/2025

  I have reviewed the business response and accept this resolution.  I am not happy with the outcome, I feel that not only are their products are overpriced, but they are also deceptive and take advantage of people even at their weakest moments.  I will never purchase or recommend their products or their services to anyone. Very poor business practices. 

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received 2 shipments from LE VEL and recently found out that many people are receiving expired products. Since I started the products right after receiving them, I did not think to check the expiration dates. After learning this information, I went to my newly ordered supplies to check the dates and have found many of them are expired. It is a 3 step system of patches, shakes, and vitamins- so if a portion of the products are expired, it makes the 3 step program pointless. I have asked for a refund and was told to ship the products back but would have to pay shipping and a 10% restocking fee. This is an unacceptable solution as I shouldnt have to pay a ***** because they decided to send me expired products and I do not trust that they wont be redistributed so this is not even an option. I do not want new products sent to me. I no longer trust nor want to deal with this company. I just want my money back. Here is a breakdown of my products: Thrive elite vanilla lifestyle shake: manufactured 2/24 and only good for one year. The thrive elite vitamins are not expired- but as I said it is a 3 part system so if the shakes are expired- what good are the vitamins? And Thrive elite DFT patches-either produced or expired on 9/18/23. So 2 parts of this order are expired. For my other order I placed the same day: thrive jingle and ginger shakes: manufactured 11/23. The patches are not expired for this order. And the vitamins expired 9/23. I do not want credits on my account. I just want my money back. I didnt pay for expired products and this should be illegal.

  Business Response

  Date: 03/10/2025

  These are manufacture dates, not expiration dates. 

  We hope this information has been helpful to you. 

  Le-Vel Dispute Resolution Team

  Customer Answer

  Date: 03/10/2025

  I am rejecting this response because:   Yes and they are expired Sending out products made for consumption that were produced in 2023 when it is 2025 is not acceptable and I hope others see how unhelpful and uncaring your response is. Your customer service is awful. 

  Business Response

  Date: 03/11/2025

  Dear BBB Representative,
  
  We appreciate the opportunity to address this matter. The complainant has alleged that our products are expired, and we have clarified to her multiple times that the dates indicated on the packaging are the manufacture dates, not expiration dates. Our Customer Support Team has also provided this explanation to her directly.
  Additionally, the complainant disputed the charges with her credit card company and has already received a full refund. Despite this, she has refused to return the products, meaning she has both received a refund and retained the merchandise. We have made every reasonable effort to resolve this matter in a fair and responsible manner.
  
  For reference:
  *** products have a three-year shelf life from the manufacture date.
  Capsules and shakes have a two-year shelf life from the manufacture date.
  The provided images confirm that the products in question are not expired. Please let us know if any further information is needed.
  
  Thank you for your time and assistance.
  
  Le-Vel Dispute Resolution Team

  Customer Answer

  Date: 03/11/2025

  I am rejecting this response because:   Interesting how much the tone has changed when talking to the better business bureau vs the consumer. I was constantly blown off by le vel customer service until now when they have lost money due to sending expired products. If only the manufacture dates are on the products- why arent the expiration dates included unless you are wanting to continue to send expired products to your customers?- which from looking at reviews on here- many customers are having the same issue. There is absolutely no proof of the alleged expiration dates and it sounds like the company is just making up numbers as it sees fit. There is no need to ship expired products back just so they can be resold to another customer. Its unethical. Not only would they like me to pay to send the products back, but they told me they will charge me a 10 percent restocking fee. Absolutely not. I hope others decide to dispute their credit card transactions with them as well once they read this and see that they have been sent expired products meant for consumption. Its morally reprehensible what le vel is doing and they claim to be a health and wellness company. 

• Initial Complaint

  Date:02/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered the 3 step program and received shakes with the expiry of 2/25 , and patches that expired dec 24 ( these patches have a 3 year shelf life) i emailed support wanting a replacement for these products so I could have not expired products for over 300$ only to be told the products are still usable up to a year after expiry - no one wants expired products for a hefty price i was ignored by support and offered credit for one box of shakes and patches when I just wanted replacement products that are not expired. They refuse to just send replacement products for this- which would be the right thing to do instead of making me spend more money!

  Customer Answer

  Date: 02/11/2025

  This has been resolved , credited for all items 

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5JAN25 my order was "released to fulfillment" at 1238AM, I received notification of this through an email on 4JAN25 at 1138PM...I ordered these products on a promotional B2G1 (Buy two get one free) the month prior (Dec 2024). I was not aware of an autoship for this order, I have auto shipped in the past...but didn't realize it was applied to this order. When I woke up on 5JAN and saw my email, I immediately contacted the company through the only form of contact that was given on their website, which was an email address of ************************************ and only intended for login in assistance...their general customer support portal is only available on Monday-Friday and January 5th fell on a Sunday. At 849AM I sent this email to the login assistance email address requesting cancelation of my ******** is quite unfair to not have reasonable accommodation to get ahold of this company to correct issues on orders if they are willingly processing orders and payments in their computer systems on the weekends. On Monday 6JAN25 while at the airport!!! I immediately got onto support chat with this company when their website allowed and left a message to please immediately cancel this order. They told me they are unable to cancel as the order was auto released to fulfillment so they can ship my order out ASAP....it is now Monday EST 600.....my order would NOT be shipping out at that exact moment and I believe it is bad practice to not allow your customers even a chance to get ahold of anyone to resolve unknown charges the day that they occur. I was never informed of being charged for every single product, as the first order was purchased promotionally and the current order was charged for every single item without those B2G1 offers. I ordered in bulk so I would not have to deal with delayed shipping during the holiday season, as well as i was out of state to be receiving packages at my home address was not feasible, i did not need or wish to duplicate this order at ALL.

  Business Response

  Date: 01/23/2025

  Thank you for reaching out and providing detailed feedback regarding your recent experience. We have thoroughly reviewed the matter, and while we understand your frustration and the desire to take advantage of the previous promotion, we found that an active autoship profile was associated with your account. Unfortunately, the autoship was not canceled within the time frame outlined in our autoship agreement, which led to the processing and fulfillment of your order.
  

  Our policies regarding autoship cancellations are clearly stated, and timely cancellation is essential to prevent orders from being automatically processed and shipped. As noted in your communication with our customer service team, they promptly responded to assist you with returning the products in accordance with our return policy.

  However, we also understand that you have disputed the charge with your credit card company. As a result, the resolution of this issue is now dependent on the outcome of the dispute process, which is beyond our control. Once the credit card company makes its final determination, we will be able to proceed accordingly.
  

  We appreciate your understanding and patience as we await the resolution. Should you have any further questions or need additional assistance, please do not hesitate to reach out to our Customer Support team.

  ******************** Dispute Resolution Team

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have been buying Thrive from LeVel for years, as we feel it is a quality product and worth the money, although it can be a bit pricey. In December I ordered from a holiday special, as I usually do, because they give discounts at holiday time quite a bit. When I was placing the order, I noticed that the chocolate shakes, which used to contain 2g fiber, now had 5g fiber, and as this is a big reason we use the shakes, I was excited that they increased the fiber. I haven't been ordering the chocolate but did so this time. Unfortunately, when I received the shakes, they sent old product with 2g fiber. Upon reaching out, they stated I could pay return shipping and a restocking fee, and they would make it right. I don't feel like I should be financially responsible for their mistake. Told them we won't be ordering again and will let people know that they do not ship what they show that they sell on the website. Extremely disappointed. I would think twice before ordering from this company!

  Business Response

  Date: 01/17/2025

  Thank you for reaching out to us. Upon cross-referencing the email address and phone number you provided, we located your Promoter account under the name **** ****** with Promoter ID: *******.
  After reviewing your account, we found no support tickets submitted under this ID. While we understand your concerns regarding your purchase, our policies are designed to assist customers/promoters with returns, replacements, and refunds. However, as noted in your BBB report, you mentioned contacting us about this issue, but we have no record of any communication associated with your account.
  

  If you believe you may have more than one account (which would be outside our policy), we kindly request details of that additional account so we can locate it and assist you further.
  To help us resolve this matter efficiently, please provide a copy of any communications you previously sent through your account.

  For your reference, we have attached a screenshot of the account under **** ******, which corresponds to the email and phone number you provided via the BBB portal.
  

  We are committed to addressing your concerns and assisting you promptly. Please dont hesitate to reach out with the requested information so we can move forward.
  

  Thank you for your cooperation.

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I placed 2 orders with this company in November and it was supposed to have arrived in November being how it was food I wasn't comfortable so I went back to the site and canceled most of the order but the food items would not cancel at all. Tried multiple times for 3 days. Here it is December 11 I received outside of shipping windows 2 times said delayed. When the food arrived not only was everything expiring between the 14th and 18th literally days supposed to been 2weeks worth of meals it wasn't. It arrived in a cardboard box with busted ice packs you Get at hospital hazard gel all over the food and nothing cold. Nothing consumable because every item is no longer at a safe temperature to be eaten. I knew this tried one anyway because it was so small I've been sick all night. Highly upset and wake up to this company charging my card again without even given a chance to let them know I need all my money back. They out her trying to food poison customers. I just want a refund I will never recommend nor try again. I don't want any companies meal kits this has turned my thoughts away from it all together. I JUST WANT A FULL REFUND FOR BOTH ORDERS. I DONT WANT NOTHING ELSE FROM LE-VEL.

  Business Response

  Date: 12/30/2024

  Thank you for bringing your concerns to our attention. Upon reviewing your account, we see that our Customer Support Team has already processed a full refund for the products you reported as unsatisfactory. You were also informed that it might take up to 14 business days for the refund to appear on your credit card statement.
  

  Additionally, our team notified you that your most recent order had already been processed for shipping and could not be halted or recalled. If you experience any issues with this subsequent order, please dont hesitate to create a support ticket. Our Support Team is ready to address any concerns promptly and responsibly.
  

  We appreciate the opportunity to assist you and remain committed to ensuring your satisfaction.
  

  Best regards,
  Le-Vel Dispute Resolution Team

  Customer Answer

  Date: 01/01/2025

  Package was returned to sender because it was rejected by contacting customer service for carrier.

  Customer Answer

  Date: 01/01/2025

  This is the tracking number and the package they received back, I have not received a refund after them receiving their package back.

  Customer Answer

  Date: 01/02/2025

  I am rejecting this response because:   they did not issue me a refund on a order they made and charged me for after I told them to delete my account. They sent spoiled food that wasn't even shipped properly and came in a cardboard  box and expired. I told them they also caused me food poisoning yes I know I shouldn't have tried but the reviews are false. They send people bad food I called shipping company to tell them to return package to the company which they received back proof in tracking and they have not issued me my refund as of 5:30 am Jan 2 2025 and transaction was Dec 12 2024 and they accepted and received there box back. I just want my 179 .84 back for that package they had returned back to them by carriers and never be bothered by this company again.

  Business Response

  Date: 01/02/2025

  Thank you for this additional information. In review of your account, we do not see that you communicated to our Customer Support Team to notify them that you rejected delivery of the last order. While this is not the proper procedure for returns and refunds, we have issued you a full refund in the amount of $179.84 in order to resolve this matter completely. Please allow up to 14 business days for the refund to reflect on the credit card used to make the purchase. 

  Thank you for allowing us the opportunity to resolve this matter completely on your behalf. 
  
  Le-Vel Dispute Resolution Team

  Customer Answer

  Date: 01/03/2025

  I am rejecting this response because: I am rejecting this response because:   they did not issue me a refund on a order they made and charged me for after I told them to delete my account. They sent spoiled food that wasn't even shipped properly and came in a cardboard  box and expired. I told them they also caused me food poisoning yes I know I shouldn't have tried but the reviews are false. They send people bad food I called shipping company to tell them to return package to the company which they received back proof in tracking and they have not issued me my refund as of 5:30 am Jan 2 2025 and transaction was Dec 12 2024 and they accepted and received there box back. I just want my 179 .84 back for that package they had returned back to them by carriers and never be bothered by this company again.  

  Business Response

  Date: 02/21/2025

  Dear BBB Representative,
  

  Thank you for reaching out regarding this complaint. We appreciate the opportunity to clarify our efforts to resolve this matter. After thoroughly reviewing the customer's orders and concerns, we took proactive steps to address the issue and ensure a fair resolution. Although our policies did not require it, we issued full refunds for both orders in an effort to accommodate the customers requesteven at a financial loss to our company.
  

  We have attached supporting documentation, including proof of the refunds processed, to verify our commitment to customer satisfaction. The customer has now received a complete reimbursement, and we believe we have acted responsibly and in good faith to resolve the matter.
  

  Please let us know if any additional information is needed. We appreciate your time and assistance in closing this case.
  

  Best regards,
  Le-Vel Dispute Resolution Team

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business sells products claiming they give you energy blah blah blah Anyways I was contacted by a person who sells the product and told me of a trial I could do but I had to set up auto ship to get the discount, so I did. The product ended up making me sick and gave me a rash, I told the seller who helped me create my online account and who has access to it through being a seller. She tried to tell me it was a detox situation I went on the website and cancelled my auto ship last month. Fast forward to last night Im notified that they took money out of my account for the auto shipment. Someone in that company turned it back on without my knowledge. I contacted customer support immediately who you can only reach through a message type thing and they asked them to cancel the order as the product has not shipped. I was advised they would not cancel my order and I would have to pay to have it sent back and then after its received Ill get my money back in 10 days This is almost $200, and I did not authorize the auto ship. The company is a scheme, the products are placebos and customer service gives you the run around

  Business Response

  Date: 12/30/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We value our customers and are committed to resolving issues fairly and transparently. After carefully reviewing your account and interactions with our Customer Support Team, wed like to address your concerns:
  
  Autoship Cancellation:
  Our autoship program is fully customer-managed. Records show your autoship profile was active and scheduled to process on December 5, 2024. It was deleted after the order had already been processed and entered fulfillment, at which point cancellation was no longer possible.
  
  Return and Refund Policy:
  You were provided detailed instructions to return the products for a refund, including a Return Merchandise Authorization (RMA) number. However, to date, we have not received the products back.
  
  Credit Card Dispute:
  We understand you have initiated a charge dispute with your credit card company. Per standard procedures, this dispute must be resolved before we can proceed with any additional action, including issuing a refund, if applicable. At this point, the matter is in the hands of the credit card company.
  
  Resolution Efforts:
  We have made every effort to assist you by providing clear instructions and a pathway to resolve this matter in line with our policies. We remain committed to resolving this issue in good faith. Once the credit card dispute is settled, we will review the outcome and proceed accordingly. If you would still like to return the products, please follow the instructions previously provided.
  
  Thank you for your understanding. Should you have any further questions, please feel free to reach out.
  
  Best regards,
  Le-Vel Dispute Resolution Team

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of this year 2024 I ordered from Thrive Level A gut health bundle that included multiple products. On March 25, 2024 I received the products. I did not take or think about taking these products until the end of October beginning of November 2024, but when I went to start the gut bundle to participate in the detox challenge that was going on that was just announced. I noticed all of the products that I received in March were expired. The manufacture date stated 2022 on all of my products. After contacting customer support, I was told their products are good on the shelf for at least two years some 2 1/2 years but were not told specifically which products for two years in which products for 2 1/2 years. I took pictures of all the products and their dates which had all expired already. **************** will not replace these products or return my money. I just want the products replaced with products that actually have a shelf life greater than the year that I bought them. I explained you cannot guarantee when a customer is going to take a product therefore, your expiration dates should exceed the year that they are bought. they are still unwilling to return to refund or exchange any of the products that I purchased in March I want the products replaced theres no reason why this cannot happen. Ive been a customer for many many years and has spent thousands of dollars with this company. Im only asking for them to replace the products that are expired this year to ensure that if I take them, I will not get sick and the ingredients that they use are still fresh and viable. After all, this is a gut bundle. and I do not want to risk getting sick taking expired products. Their manufacture date stated right on their products 2022 in March 2024 I received at least one expired product that was dated manufactured January 20 22, so not only did they send me expired products but they also sent me products that were going to expire in a month to three months.

  Customer Answer

  Date: 11/04/2024

  I have not heard back from you so assuming the business has not responded. I purchased all of my products in March of this year and all the expiration dates are 2022. All I want are the products replaced Im not even asking for money, *** tried multiple times to work their customer support who only tells me they are not expiredz. If they are not expired what is the shelf life for each product. Their answer is vague and does not resolve the concern. I have been a customer for more than 10 years off and on and have spent thousands of dollars on their products and all Im asking for them to do is to replace all the products that I bought in March with unexpired products. You cant tell me that in March ***************************************** the manufacturer date is January 2022. If your products most of them are have a shelflife of two years. Then this product is expired. It was expired when you shipped it. I want my products replaced.

  Business Response

  Date: 12/30/2024

  We authorized and issued replacement products on Nov. 22, 2024. Thank you for allowing us the opportunity to resolve this matter on your behalf. 
  

  Le-Vel Dispute Resolution Team

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/15 I made my normal order with Le-Vel (Thrive) for protein shakes. When my order arrived and I opened the bag of strawberry it smelled off. I made a shake and tasted it, it was not right. I contacted Le-Vel support and opened a ticket. I told them that the shakes were all mixed with another flavor, and they admitted that they had other complaints. They sent me one replacement shake flavor. and credited me for the remainder of my purchase.On 9/2 I placed another order and when it arrived, the same issue with the product happened. They never fixed the problem and they are selling product that is contaminated with other flavors, and taking no responsibility for it. I contacted them again to resolve the problem and they have yet to respond to my request of getting me my product that I paid for that is not crossed contamination with other shake flavors!

  Customer Answer

  Date: 09/13/2024

  They made contact via email but nothing is resolved. I am still without product or reimbursement.

  Customer Answer

  Date: 09/17/2024

  A quick update. Since Friday, when Le-vel made the initial contact they have not made any further updates. Ive attached a photo of the product difference in color. The one on the right is what I received the last two orders vs the one on the left that is what I am supposed to receive as the true strawberry flavor. Clearly they have cross contaminated their product with other flavors.

  Customer Answer

  Date: 09/24/2024

  I still have had no resolution nor have I received product or my money back. They are not communicating in a timely manner and keep stalling with I need this information. I provide the information and still nothing. 

  Business Response

  Date: 10/10/2024

  Thank you for your report. We see that our customer support and compliance teams have been in continued correspondence with with you to help resolve this matter (ticket attached for review). We have gone above and beyond to attempt to resolve your issue including issuing you over $482.00 in Thrive credits to purchase products of your choosing in order to resolve the matter on your behalf (screenshot of back office showing credits issued). 

  It is important to note that beyond your initial report, there have been no other ongoing reports of any flavor issues with our products other than yours, even though we sell tens of thousands of shakes weekly. We believe that we have not only taken the proper steps that any reasonable and responsible company would take to resolve a consumer complaint, but we have gone above and beyond to work towards resolving this matter completely on your behalf without success. 

  Being that you have received hundreds of dollars worth of our products and ample credits (almost doubling your original purchase) in attempt to resolve this matter, we have reached the end of our ability to resolve this matter in a reasonable, responsible, and practical manner. 
  
  Le-Vel Dispute Resolution Team

  Customer Answer

  Date: 10/10/2024

  Its plan as day that you had other complaints about their products. They have issued me a credit for the product that I like. Ive had to compromise and buy a product that I dont necessarily want.

  Customer Answer

  Date: 10/11/2024

  I am rejecting this response because:   

  I am requesting for this case to be re-opened. I had been waiting for an email response from the business and after not receiving anything, I decided to check the BBB website. Thats when I saw the response asking for more information. I tried to respond but was unable to, thats when I reached out to BBB. However, by this time, my case had been closed due to no response.

  Business Response

  Date: 10/14/2024

  Dear BBB Representative,
  
  We respectfully request that this matter be closed, as we have made every reasonable effort to address Mrs. ******* concerns in a responsible and fair manner. Our documentation shows that we have issued credits exceeding her initial purchase amount in good faith, with the intent to resolve the situation fully.
  
  We ship thousands of orders weekly without receiving complaints similar to those raised by Mrs. ****** regarding the specific lot numbers in question. While we have provided her with substantial creditsmany of which she has usedshe has not shown any willingness to compromise or work toward a mutually satisfactory resolution.
  
  We are confident that we have handled this matter courteously and generously throughout, and we believe we have taken all appropriate steps to resolve it responsibly. Given our efforts and Mrs. ******* continued use of our products and credits, we now ask that the case be closed as a reflection of our genuine attempt to resolve it fairly.
  
  Thank you for your time and consideration.

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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