ComplaintsforLe-Vel

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two packages from a promoter, **************, through le-vel. My information on the auto ship account has been used for previous orders successfully without issue. This month, I made two purchases for $174.99 and $151.99. My items were delivered to an address in NYC And ******* deactivated my customer account. I'm trying to get a refund but le-vel won't help me without that specific account being activated and ******* denies that I paid for an order despite having receipts and charges to my debit card. I'd really appreciate the help.

  Business response

  03/21/2023

  Business Response /* (1000, 5, 2022/12/15) */ Thank you for your report. We understand that your Promoter has assisted you in order to resolve this matter. Please create a back office support ticket should you need further assistance. Thank you, Le-Vel Dispute Resolution Team Consumer Response /* (3000, 7, 2022/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a notice that my account was suspended for asking for a refund on a product that was "received", but not shipped to my address. I was given directions to dispute it by logging into said SUSPENDED account (I cannot, as it is suspended). My login is still denied. I was not genuinely assisted in this process by le-vel. Business Response /* (4000, 9, 2022/12/29) */ Dear BBB Associate, Ms. ******** disputed two charges on her credit card for which we sent out products that she placed an order for and we have yet to received back. We have provided the full support ticket for context. In addition, we have provided screenshots showing that the product was delivered. Finally, we have provided a screenshot showing a negative amount in her back office indicating that the funds have been disputed by her with her credit card company and we no longer have the funds. We have done all that we can as a reasonable and responsible company to help resolve the matter and we are not only out our product but also out the funds that should have been paid to us for the products.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged 72.99 for a product I didn't order and didn't receive. I contacted them to cancel they refused. I also contacted them to refund they tried to reship I don't want their products. I want a refund for 72.99.

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2022/11/21) */ Hi *********, We see that our Customer Support Team provided you with a refund in accordance with our policies after the product was delivered to the address you provided and you stated you were no longer there. We believe our company has gone above and beyond to resolve this matter on your behalf. Le-Vel Dispute Resolution Team Consumer Response /* (3000, 7, 2022/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your company didn't refund the total amount.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 14, 2022, I ordered the Starter Upgrade Package which was $243.16 after taxes and shipping. I received my products on October 19, 2022 and started using them the next day. I followed all instructions and used them consistently until October 29th, 2022. I had to discontinue use because I suffered a delayed allergic reaction. Suddenly every place where I had worn one of their DFT patches started to whelp up, itch, and blister along the edges. I'm trying to get a refund from the company and they are telling me they can only refund unopened product they can resale. The packages are of course opened because I was in the process of using them when the reaction occurred. I wouldn't know this would happen without ever trying the products. I'm lodging this complaint because I'm having to return the products for a serious medical reason and they are saying they can't refund me and that I should reach out to Le-Vel promoters and try to find one of them to buy what I have left from me to get back some of my money. All I want is the company to refund me. I will gladly send them back all product I have left but not until I at least get written promise of a full refund. I will attach pictures of the horrible painful rash I started to experience.

  Business response

  02/06/2023

  Business Response /* (1000, 5, 2022/11/15) */ Ms. *******, In review of your account, we see that we offered to provide you with a full refund for the DFT that was causing irritation to your skin. Please be so kind as to follow the instructions we provided to you so we can process your refund. Unfortunately, we will not be able to provide you with a refund on other products that did not cause any type of negative reaction. Thank you, Le-Vel Dispute Resolution Team

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 20th an auto-ship order was placed on my account. I would not normally have a problem with this, however I signed up with this company because they said they sent reminder emails about the auto-ship process. In this instance I did not receive an email reminder and products were shipped that I did not need. When I contacted customer support I was advised that to get a refund I needed to pay for return shipping and a restocking fee would be applied to my order. I asked for a return shipping label to be sent, as it was an error on the companies fault, as I did not receive the reminder email. I have seen other companies do this when the error is on their part. They blamed it on the email going to my junk or a server error. However, I did not have any issues when they sent the order submitted email and the tracking email. I want to make customers / future customers aware that they do not stand by their auto-ship reminder so that people don't get stuck with hundreds of dollars of products that they may not need. I have given up speaking to customer support, telling them that I would not purchase products again and that I would make sure I let everyone know about my negative experience.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/08/08) */ Thank you for your report. We see that you enrolled with the autoship program in order to receive a discount. We also provided you with full instructions on how to cancel your autoship profile if you wished to discontinue the program. The Le-Vel Dispute Resolution Team

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 10 2022 (give or take a day) my husband ordered me the full thrive experience. This contained DFT patches, shake mix and vitamins. I receive my order around May 15 2022 with opened and damaged vitamins, missing and opened DFT patches. I was told VIA customer service chat, with proof that they needed photos and the product numbers. After seeing this they told me they were sending. They even provided me with a tracking number. After three weeks i did not receive. Within this time i made another purchase that i never received. When i told customer service i didn't receive the replacement items they said to contact them back June 03. I still didn't receive so i contacted them. They said since i made a dispute on the other order (since i didn't receive) they would not send the replacement. How? I was told two to three weeks prior that it was already sent (way before the missing package order was made). They then apologized and said they didn't read the chat fully that it was sent. Still haven't received the replacement, customer service is non-helpful, and the kicker is the NEVER offered to resend the second order that was missing. This company is a joke, i want ALL of my money back. How can a company charge you for defective missing items?!

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/06/23) */ The account we have located for you using your email address does not have any orders within the account. If you have placed an order through a different account (associated with a different email address) please provide us with the customer account number and we will be happy to assist you further. Consumer Response /* (3000, 7, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would love to provide. It is under ******@hannaengineering.com Please DO NOT do what other reps did and just read the most recent conversations. Read the entirety of the messages. My first damaged order that I provided all the information on was received damaged. Only a few items and I was told I would receive replacements. Three weeks later NOTHING. At this time I placed another order. Keep in mind, I was ALREADY given a tracking for the first orders replacement. So when I made the SECOND order after NEVER receiving I disputed with my bank because I couldn't trust that you would take care of it since I never received replacement items for first order. I should have never made the second order until my first issue was fixed. So, when it went past 5 weeks and I contacted support back they said since my account had a dispute on it they wouldn't send my replacement for my first order. How does that even sound right since I was told 5 weeks prior that it was already shipped. Evidently it was stuck in shipping, as I was told from a promoter and they even said this is a huge mess that y'all should fix. Now I have been completely ignored for weeks even tho I keep messaging. If this is how you treat customers I have no idea how you are still in business. Terrible. Very disappointed. On the next message I can provide screenshots of being told several times that my replacement was sent. Too bad no one except a different promoter told me the real issue of it lost in your shipping, NOT with UPS. Business Response /* (4000, 9, 2022/07/07) */ Thank you for sending this information so we could locate your account. We see that you state in your support ticket that you never received the replacement for your first order. Please be so kind as to confirm whether or not you ever received the replacement for your first order. If not, we will be happy to provide you with a full refund for the first order. We also see that you had placed a second order, but that you had filed a chargeback with your credit card company when you did not receive your second order. Did you ever receive this second order? We ask because we see that your credit card was reimbursed for the charge and that you received your money back for your second order. We appreciate you providing us with this additional information so we can help resolve this matter completely on your behalf. Thank you, Le-Vel Dispute Resolution Team Consumer Response /* (3000, 16, 2022/07/19) */ I never received replacement. I'm so upset because I wanted to do this program and it just didn't work without having my items. No I never received the second unfortunately. Please issue credits. Business Response /* (4000, 26, 2022/08/24) */ Dear BBB Representative, We have issued $320.00 in Thrive Credits to the customers account even though she filed a dispute with her credit card on a prior order. Le-Vel is willing to take a loss to ensure that we do our very best to resolve matters in a professional and responsible manner. We have provided a screenshot of the customers back office to show that the credits were issued to her account. Thank you, Le-Vel Dispute Resolution Team

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/5/22 - LeVel ran an autoship on one of my customers acct. They always remain a customer under me because at one point I was actively promoting the products but I no longer promote so didn't even think to check and remind the customer that they were on autoship (that's the expectation of the promoter to remind not the company). In my opinion an automated email should be set up to trigger to the customer - they trigger many other automated emails regularly to customers. The customer ordered a large amount (932.61 - order#XXXXXXXX) of products on 4/30 because they had a Buy One Get One Free. At the time of order the customer ordered on autoship as company/ upline sponsors recommends that to get discounted rates. The customer forgot to go turn off her autoship (she is 86 years old with dementia easy to forget when out of site) and now they took $932.61 - order#XXXXXXXX out of the account for half the products. She can't afford two months in a row with the economy the way it is, people living on fixed income, people are going day by day on what they can spend. I think it is only right that this company should have to alert customers/promoters of an upcoming autoship. We tried to cancel within a 24 hour period and they said sorry you only had until midnight on 6/4/22 to cancel - we will ship it and you can return it and will be responsible for shipping fees and a 10% restocking fee so it will still cost my customer over $100 to send products back. This is so wrong and something needs to be done about this! It is only a couple dollars it is $932!!! Thanks ******

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/06/21) */ Thank you for your report. Please have the customer contact us directly via a support ticket so we can assist them further. Le-Vel Dispute Resolution Team

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent emails to *************@le-vel.com on 12/10, 12/15, 12/21, 2/2, and 2/19. I tried listing the product I used on eBay and Le-vel flagged me as counterfeit not to list on eBay. Per eBay had me email this to appeal it. Susan ****** responded they needed the invoice which I provided on 12/21. I still have not had them let eBay know I can sell the items on eBay. They can clearly see I am a customer and purchased from a true retailer. I will again attach my purchase invoice as requested which shows I purchased these from Kelley ******* I would like the company to tell eBay I am ok to list these as it is not counterfeit. I broke out in hives from the product.

  Business response

  04/06/2022

  Business Response /* (1000, 7, 2022/03/08) */ Thank you for your report. We do not see that you have reported any negative reaction to our products in your customer account through our customer support ticketing system. If a consumer has an issue with our products, we ask that they immediately notify us so we can provide a return and refund instructions in accordance with our return policy. It seems that your complaint is related to your inability to resell our products on eBay. Please understand that our Intellectual Property Division has a duty to protect general consumers from purchasing counterfeit or outdated products on third-party websites in order to protect the general public. If your issue is because you are not able to resell your products on eBay, this is not the proper forum to resolve this dispute. You will need to contact eBay directly to resolve the matter. Thank you, Le-Vel Dispute Resolution Team Consumer Response /* (3000, 9, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not have access to the customer account you speak of and I did tell my person I went through to purchase that I broke out in hives and sent her pictures. My complaint is no one will respond to me to sell on eBay after contacting the correct channels. Contacting eBay is not the correct way as they stated I must contact you. It's not a eBay issue it's a Le-Vel issue. Since then I submitted the information to Susan again after she requested it again. It should not be hard to confirm I actually purchased the item from you. It's sad it takes since November to actually say yes or no to something. As stated I have the notification from eBay that states I have to contact you. So I do not accept this as a resolution. There is no customer service response unless you come here.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I noticed a price hike in my auto-ship orders so I contacted Level in regards to the increasing tax rate for my orders particularly the one placed on 01/15/2022. My address per my shipment details is in California in the city of Cudahy current tax rate is 10.25%. I will attach the recorded customer support statement. They are charging me taxes on free items (gifts) per my understanding you cannot collect taxes on free gifts. I ask that they refund the taxes on my free items as they are gifts and the company is responsible for paying the taxes.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/03) */ In review of your account we see that our Customer Support explained to you that we are required to adhere to the laws in each state where our products are sold. This is matter outside of our control as we must comply with federal and state guidelines. Thank you, Le-Vel Dispute Resolution Team

• Initial Complaint

  10/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is a MLM scam company. I purchased only to TRY the product & was offered a discount at the promoters expense if I completed the purchase how they told me to but they assured me I would not be charged again if I didn't like it. It helped for a week then did nothing for me. I was not worried as I was told I was fine to just walk away. Take it he $70 I spent as a loss. So I did. Then I woke up to a $170 charge for auto ship! Within 3 hours I opened a ticket with them to cancel it. There is NO PHONE NUMBER to call for support! And they tell me they cannot cancel even though I was lied to to enroll! I have to be home to refuse a package, and then wait weeks and pay 10% restocking plus return shipping! Even though I was lied to! Complete refusal to help me! Single mom of 5 desperate for energy! Cancelled in hours at 7am when they charged at 3am!

  Business response

  12/28/2021

  Business Response /* (1000, 7, 2021/11/05) */ In review of your report we see that our Customer Support Team sent you the following response: Hi ****** I am sorry but we do not offer phone support. I have reviewed all of your social media posts that you attached and I am sorry for the issue you are experiencing. Please be aware though that your account reflects that you, not your sponsor, created the autoship profile when you created the first order. As you can see this is the IP when you changed your password and logged in and created the first order and autoship: 73.236.177.59 ****** created a new Autoship profile. 73.236.177.59 2:24 PM on Thursday, September 2, 2021 Autoship order XXXXXXX added with Next Run Date of XXXX-XX-XX. 2:24 PM on Thursday, September 2, 2021 Added credit card ending in 7798 to account. 73.236.177.59 2:18 PM on Thursday, September 2, 2021 ****** logged into their Customer account. 73.236.177.59 1:48 PM on Thursday, September 2, 2021 ****** changed their password. 73.236.177.59 9:46 AM on Thursday, September 2, 2021 ****** logged into their Customer account. 73.236.177.59 9:46 AM on Thursday, September 2, 2021 It is also the same IP address that you submitted both tickets through and have been responded through today: ****** Re-Opened Support Ticket #XXXXXXX. 73.236.177.59 10:36 AM on Wednesday, October 20, 2021 ****** logged into their Customer account. 73.236.177.59 10:35 AM on Wednesday, October 20, 2021 ****** Re-Opened Support Ticket #XXXXXXX. 73.236.177.59 8:40 AM on Wednesday, October 20, 2021 ****** logged into their Customer account. 73.236.177.59 8:39 AM on Wednesday, October 20, 2021 ****** submitted Support Ticket #XXXXXXX. 73.236.177.59 7:45 AM on Wednesday, October 20, 2021 We do understand that you may have forgotten that you had scheduled an autoship, unfortunately though, the only way to cancel is by deleting the profile prior to it actually processing. We can cancel standard orders, if requested within an hour so of being placed as your friend stated but we have never been able to cancel autoship orders. Autoship orders are different as they process and begin fulfillment immediately so that they are all shipped the same day. We do not have a way to stop this order from shipping. We have submitted a request for the package to be returned to us but there is no guarantee that it will happen therefore if/when the order arrives you would need to refuse the package. Your refund will be issued once we receive notification, via the tracking, the the courier confirming the return, or you notifying us that it was refused. Thank You LV Account Specialist Please understand that when a customer creates an autoship profile they do so to receive additional discounts. Customers are also made aware during the creation of their autoship profile that they must cancel their autoship prior to their order being processed. Although we see that our Customer Support Team handled this matter properly and in accordance with our policies, and in order to provide you with outstanding service, we will be happy to provide you with the ability to return your order for a full refund. The only thing that will be required of you is to pay the shipping expense to return your products using a shipping method that includes a tracking number. We see that our Customer Support Team has provided you with return instructions in Ticket #XXXXXXX. Please be so kind as to follow the return instructions and we will authorize our Customer Support Administrator to provide you with a full refund upon the receipt of your return order. Please be sure to follow the return instructions in order to ensure that your return and refund are not delayed. Thank you, Le-Vel Dispute Resolution Team

*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. ↩