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:03/01/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date: 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

  Date:02/11/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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. 

• Initial Complaint

  Date:11/29/2022

  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 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

  Date: 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

  Date:11/04/2022

  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 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

  Date: 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

  Date:11/01/2022

  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.

  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

  Date: 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

  Date:07/25/2022

  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.

  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

  Date: 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

  Date:06/08/2022

  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.

  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

  Date: 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

  Date:06/06/2022

  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.

  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

  Date: 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