ComplaintsforLe-Vel

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to cancel auto ship order before it was shipped and was denied. I was told I could return the product. I agreed to do that and wanted to update the shipping address. Was denied address update so I would receive the product and return. No live customer service number. Email support ticket only. Only to be denied to update shipping address when the product has not shipped.

  Business response

  12/20/2023

  Thank you for your report. We see that you are communicating with our Customer Support Team via a support ticket. Please continue to work with them so they can further assist you. 

  Le-Vel Dispute Resolution Team

  Customer response

  12/20/2023

  I am rejecting this response because:   I have been waiting on a response from the support team for over a week now. Asking for a refund on a product I did not receive. I have asked three times for an update since December 9th. Just refund my money. 

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a package of which we did not order and were charged for it. There is no individual to speak to at the corporate level to find out what has happened. Our representative states that she did not order it which we have verified through text. This company is completely unprofessional in not having customer representatives that can actually speak to someone with a billing concern. We were told we would have to pay shipping to get a product back from our representative on a product that we did not order. We disputed the charge at our bank, and unfortunately had to cancel the card in which our representative had access to from the previous order. Theres never been any authorization to have a reoccurring charge nor set up as a representative. She has contacted us monthly to see if there was something that we needed. If you re-search for yourself, youll find that there is a number you can call directs you to an email. There is no customer service to speak with. Extremely sketchy When you send an email they directed to a back office. So theres no way for a concerned customer to actually be able to talk to anyone at corporate. This is an unethical and crooked practice. We just won our money back, and will never do business with this company again. It needs to be public knowledge for any customer that they will be doing business with a corporation that has no customer service line to help with a with a billing issue.

  Business response

  12/15/2023

  Thank you for your report. We cross-referenced our system with your telephone and email address and found two customer accounts in your name. One account had an order placed within the account and the other account did not have any orders. Both accounts do not have any customer support tickets. As a cloud based company, we provide customer service via support tickets that are responded to in a timely fashion. We kindly ask that you create a support ticket in the account that you placed an order and our customer support team will be happy to assist you further. 

  If you cannot access your account, please be so kind as to email us directly at ************************************* and we will be happy to assist you further. If you are dissatisfied with your order, we will be happy to provide you with a refund in accordance with our return policy. 

  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased product when I signed up to start selling the product. After taking the product for a month I began puking everyday, experience severe migraines, and gained 13 pounds even though I was doing everything correctly and eating healthy already. I reported it and they want pictures of everything and then only offered 50% or less of a refund. I would like a FULL refund of my purchase. I also have since cancelled my thrive account because I will not support something that states it is clean but it in fact is not. I also, do not appreciate my upline *********************************** being so beyond disrespectful when I told her I had taken a step away because of what I was experiencing

  Business response

  11/27/2023

  Thank you for your report. We are sorry to hear that our products didn't agree with you. We have reviewed your account and see that our Customer Support Team has offered to provide you with a refund in accordance with our return policy. In order to provide you with outstanding customer service, we have authorized our Customer Support Team to provide you with a full refund upon the return of your products. Please continue to communicate with our Customer Support Team through the support ticketing system and they will be happy to assist you further in the return of your product purchase for a full refund of your purchase price. 

  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made the purchase and it took about a week to arrive. When it arrived it took a few days for me to start it. Once I started to use it I began to feel sick. I began to get very bad heart burn. I would make me belch and burp to a point where I would want to vomit. At first I thought it was just me not feeling well. I stopped using the products for a week and I had no symptoms. I started the product again thinking it was OK. I got sick again. The patches I would wear for less than 24 hrs. and they would stain my body. I reached out to the company expressing my symptoms. Their response was it is more than 30 days and that is it. I am explaining to them I am getting sick from it and all they care about is keeping my $$ and 30 days. I started , stopped it , re started and stopped. It was not me , it was their product.

  Business response

  10/19/2023

  Thank you for your correspondence. We are sorry to hear that your body did not respond well with our products. This is not the experience we wish for our customers to have. We will be happy to provide you with a refund in accordance with our return policy, and to extend our 30 day return policy as a courtesy to you. Please notify our Customer Support Team that Officer **** has approved for you to return your products outside of our standard 30 day return window. They will continue to assist you so that you can return your products for a refund in accordance with our return policy (with the 30 day exception, of course). 
  
  We hope this will resolve your issue, and again, we are sorry that our products did not agree with you. 
  
  Thank you, 

  Le-Vel Dispute Resolution Team

  Customer response

  10/23/2023

  I am rejecting this response because LEVEL Officer * **** said to contact their support team. Their support only works via email, no phone calls. I have sent them 2 messages since I received the 1st response. Le-vel has not done anything nor have they responded to my messages. 

  Customer response

  10/26/2023

  Good Morning, 

  I have not heard from the BBB nor the business LE-VEL. Nothing has been credited to my CC. I see my rejection has been received. I just want to confirm I am doing this process correctly. 

   

   

  Thank you

  **** ***

  Customer response

  11/01/2023

  Yesterday I finally received a email from Level company. They are requesting I send back the product. I will do so today and I will take photos of what I am returning to them. I do not want to close this case, I feel it has not been resolved. I want to wait until my shipment has been received by them and I have received my refund. THIS IS NOT YET RESOLVED. 

  THANK YOU FOR YOUR TIME.

  *****************;

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business refused to stop shipping on my auto order. I did not get a notice of charges coming out of my account, they just took it without warning putting my account with no money to feed myself. Just 2 hours the money was taken from me I contacted them (via message because they dont have a phone system) suspicious.. the best they could do was refund 90% AFTER I return the products and they receive them. Thats at least 2 WEEKS with no money!! Any other business will warn you of a subscription payment coming up but Le-Vel did not. Its very unprofessional and suspicious how they steal money from people who dont have the money for their products! I need 100% of my money and now!

  Business response

  09/22/2023

  ******************, 

  We have reviewed the ticket correspondence with our Customer Support Team and we see that they are in the process of issuing a refund in accordance with our published return and refund policy. Please understand that when a customer creates an autoship account, they affirmatively agree to receive the autoshipment in exchange for a discounted rate on our products. This is made clear when setting up an autoship profile. In addition, we provide customers with an opportunity to cancel their autoship prior to an order being processed using a very simple cancellation process. You did not cancel your autoship until it had been processed, and as such, you were required to return the products to us for a refund minus the 10% restocking fee. We are honoring our policy and you will receive 90% of your product purchase price when the return/refund process is fully complete. 

  We see that the last communication we had with you was on 9/19/23 acknowledging receipt of your returned product. We kindly ask that you provide us with **** business days from that date for the refund to reflect on your credit card. We have attached the correspondence for your review.  

  Please understand that we have done everything a responsible company is reasonably expected to do under such circumstances. 

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

  Le-Vel Dispute Resolution Team

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 7/27/23, I was contacted by a Thrive representative offering me a "deal" for $120 in products for $55. I attach the message received for your information. I followed the directions provided which included purchasing the "credits" for $55.00. I then put my products in the "cart". The Cart total was ***** after including the promotional codes provided by the representative. The total due for the products amounted to $*****. I asked the representative why there was additional money owed after the $55.00 since the "deal" indicated "$120 in products for $55.00". The Deal was misleading and made it sound like I was going to get product for $55.00 out of pocket, not $130! I would like my money back. I attempted to call them, but the phone number provided on their site is only a recording and directs to you message them, which I also did.

  Customer response

  07/11/2023

  The business has refunded me so no further action is required. Thank you for your assistance. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Le-vel has placed fraudulant charges on my credit card and does not have a phone number for a representative or management, their email is automated to encourage people to get an account with them to talk to a representative or management, and there is no headquarters listed. Only a mailing address. My bank has already seen the charges as suspiscious and these charges are in the process of being disputed. Le-vel must reverse these charges or else be brought into court.

  Business response

  05/04/2023

  Thank you for your report. We cross-referenced your name and phone number in our database and could not find an account for you. We have not been able to determine that you are a customer or Promoter of ********************. Please provide ** with a customer or Promoter ID so we can look into this matter further on your behalf. Please also double check that you are contacting the correct company with your report. 

  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 23,2023 I decided to try Thrive as I needed help losing weight. I signed up for autoship because the price was cheaper with this option. I received my package a few days later but I never began the process because of family issues and my niece being murdered. Today I received a notification that there was an authorization from Le-vel notifying me that my account had been charged $205.00. I instantly signed in and cancelled the autoship method and created a support ticket notifying them to cancel the order. The representative replied twenty minutes later notifying me that they couldn't cancel the order they literally had just withdrew from my account because it was sent for fulfillment. How can you run a company but not be able to stop orders within minutes of an account being charged? That money was money I was using for my neice **************** that we have been fundraising for. On top of that I informed them that I no longer live at that address, essentially they told me none of this matters. I told them that I was going to dispute it with my bank and they still don't care. I am attaching proof to all the items I am stating. DO NOT DO BUSINESS WITH THIS COMPANY

  Business response

  04/21/2023

  Thank you for your report. We are very sorry to hear about the tragic event in your family. You have our sincere condolences. Please understand that when an autoship profile is created, the customer receives deeply discounted rates on our products. We provide clear and easy to understand instructions on how to cancel an autoship profile for those who wish to cancel. You stated that you did not cancel your autoship profile in time. In such instances, our return policy is in place to allow our customers to return their products in accordance with our return policy. We honored the return policy and will still continue to do so on your behalf in order to resolve this matter in a responsible fashion. 

  Please be so kind as to continue to communicate with our Customer Support Team through your support ticket so that you can return you products in accordance with our published return policies. 

  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a detox program in December of 2022 from an affiliate of this business. She set up my order for me and my account. I don't recall her telling me this was a subscription. I got an email with my initial order but never any information about my account. Then comes January 2023 and without warning I got an email that my order had been shipped. So, I reached out to the affiliate and she stated that I signed up for the subscription to get the better deal, and that I should have gotten a reminder email before the order went out. I never received anything but thought maybe I just missed it, so I kept that order, thinking it was my bad. Still not knowing any sign in info this site and can't find anything in my emails. Then comes February and I am waiting, searching ever email that comes through and nothing about an upcoming order. Then on Feb. 20th I get an email, your order has shipped again! Reach out to the girl and she thought she had cancelled the order. I reach out to the company, and they said I can return the order, but I have to pay shipping and a 10% restocking fee. I am I losing money on orders I never wanted, and at this point am out $131.12 on something I will not use and did not want. I have never been a part of a subscription that did not send out a reminder email before the order was shipped. It seems completely wrong and that they just hope people forget so they can make money by s******* their customer, it's terrible business practice.

  Business response

  03/16/2023

  ****************,
  
  In review of **************** support tickets, we see that you requested to return your order because you thought that you had canceled your autoship profile.
  
  You state in your BBB report that you did not set up your autoship profile, yet in your support ticket you state that you received an email confirming that you had enrolled in autoship.
  
  If you are not satisfied with the product, we offer the ability to return your products in accordance with our return policy. We see that our Customer Support Team has provided you with instructions on how to return your products in accordance with our return policy. Please be so kind as to follow their instructions so they can help you complete the return of your products and your refund in accordance with our return policy.
  
  Thank you,
  
  Le-Vel Dispute Resolution Team

  Customer response

  03/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never stated I received an email confirming that I enrolled in auto ship, I stated that I got an email with my initial order, but only that it was shipping out, never anything about my account at all, not even login information or anything. Then a month after my first approved order I received an email that another order was out for shipment. That is when I reached out to the affiliate, and she told me it was subscription and was going to cancel it as I had received zero login information. So, then a month after that, I again just received an email that, yet another order has shipped. SO, in total I have received 3 orders from your company, 1 approved order and 2 unapproved orders. I will be more than happy to send 2 orders back to you, but I will not be paying for shipping and will receive my full payment back.

  Business response

  03/31/2023

  ****************, 

  We have provided a copy of your ticket for your review. Each customer has full control of their own account, and you were corresponding with our Customer Support Team regarding your autoship orders. We have also included **************** login history to show that you created your own autoship profile, and subsequently revised the profile. 

  We believe that Le-Vel has done all that it can do as a responsible company to help remedy this matter. 

  Business response

  04/04/2023

  ****************, 

  We have provided a copy of your ticket for your review. Each customer has full control of their own account, and you were corresponding with our Customer Support Team regarding your autoship orders. We have also included **************** login history to show that you created your own autoship profile, and subsequently revised the profile. 

  We believe that Le-Vel has done all that it can do as a responsible company to help remedy this matter. 

• Initial Complaint

  02/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was on 2/9/23 at 11:25 PM CST when I received an email regarding am order. On 2/10/23 at 9:07 AM, when I checked my email I instantly sent customer support an email regarding this order. I explained I needed to cancel this order ASAP and wanted a refund. I am expecting and considered a high risk pregnancy and unable to take these products. $160 is a lot to go to waste or not touch. I had my autoship froze for several months and did not realize or recall receiving an email regarding this auto ship. I have permanently deleted to ensure this does not happen again. To be told they cannot cancel my fulfillment is nonsense especially when they state they are unable to take their product. I went back and forth sending support messages with zero willingness to resolve the issue. Instead I kept being told, they cannot cancel and I'll be charged a restock fee. The product wasn't even shipped out!! Then this evening on 2/10/24 at 8:39 PM CST, I received another email from them stating it has been shipped. I feel this is terrible customer support. There was no reason they could not have canceled the ordered especially with still being in their facility. I would like a refund and an apology. The transaction number was ********.

  Business response

  03/01/2023

  Hi *******,
  
  We reviewed your account and see that our customer support team explained that our published policy states that you must cancel your autoship order prior to midnight before the date your order is processed for shipping. This is because we ship thousands of packages each day, and once your order is processed for shipping we are not able to pull your shipments from the trucks. They are literally packaged in pallets. This is why we simply ask that you reach out to us prior to the shipment day to cancel your order.
  
  In your case, your shipment was scheduled to ship on the 10th, and it went out that day (screenshot attached). You sent a support ticket on the morning of the 10th requesting that your order be canceled. It was explained to you that If you wanted to cancel your order, you would have needed to contact support on the 9th before midnight or any other date prior to the 10th (correspondence attached).
  
  Because your package was shipped as scheduled and delivered to you, you will need to return your products in accordance with our return policy.
  
  We hope you understand that our policies are in place to ensure consumers understand precisely how our shipping and return process works. This is what any responsible company would do in the same or similar circumstances.
  
  Thank you,
  
  Le-Vel Dispute Resolution Team
  See Attachment/File: Screen Shot 2023-03-01 at 11.40.25 AM

  Customer response

  03/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello;
  
  First off, I never received an email saying this order was going to take place. Secondly, if I am unaware and an email come through after 11 o'clock at night while I am sleeping. How am I supposed to cancel?? When I woke up the following morning and saw an order was fulfilled, I TRIED CANCELING IMMEDIATELY.
  You cannot expect to send an email at that hour of the night and your customer see and only have a few minutes to adjust. That's no feasible or fair.
  I tried to stop this immediately. You cannot tell me my items where already loaded up on a pallet with having no time between the fulliment notice and me reaching out. An email should have been sent prior to that night before. That email never happened. I check my email several times throughout the day.
  You will receive your items back and I do demand a full refund. As I've stated several times in messages to your support team, this is very poor customer service.
  I'm sorry this company doesn't know or understand what is right and fails to help customers.
  

  Business response

  03/31/2023

  **************, 

  We have provided you our prior review of the matter including the documentation supporting our position in the matter. We have provided you with a copy of your support ticket for your review. We have also attached your activity log in your account. 

  It is important to understand that you have 100% control of your account, and you set up your auto ship profile in your account. Again, this is shown in the activity log. Our Customer Support Team explained to you, on several occasions, that you must cancel your autoship order before midnight prior to the date that your autoship is to go out. This information is also disclosed to you when creating an autoship profile. 

  You will also see that you canceled your autoship on the date that your autoship was scheduled to go out. With regard to the notification you received from us, we send our customers a notification that their shipment has been processed. This is standard business practice for companies such as ours. 

  Le-Vel has done all that it can reasonably do to inform you of how our autoship program works, and we have provided you with return instructions so that you can return your products in accordance with our published return policy. 

  Customer response

  04/07/2023

  I am rejecting this response because: I never received an email starting the temporary pause on the auto ship was going to renew or process. If Level would read several times what I stated they would comprehend what I am trying to explain. I did everything in my power to cancel this prior to being shipped out. The items where in the warehouse. How do they expect someone to cancel that night before midnight when they send the email at 11:40 at night. I was not awake and sleeping. That is not far. Why would they not send an email at a reasonable time frame?? They cannot send an email at that hour of the night and assume someone will be up, see it and have time to cancel within a few minutes. That's UNREALISTIC. Had Level sent an email earlier or a few days prior, I WOULD HAVE CANCELED. I wouldn't be going down this path I am currently. So, no I do not accept their response. They need to understand this is on them and they did not support enough time for me/ a customer to cancel. Life happens, I'm human. I paused my account for the longest time frame I could. When months go by, that's not on the top of my mind to constantly check. I decent company would send out an email days prior or at a realistic time during the day to give that custome4 enough time to login and cancel. This customer service on their end is terrible. Go read your / Level reviews, their are SERVAL past customers that have also complained about this exact same thing. I will not pay for product I do not want or had a realistic time frame to cancel. Level has lost my business for good. Word of month goes a long way. 

*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. ↩