Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Sept 4, 2023, I ordered L&#**;Evate You supplement after reading a promotion on the internet by H3135343636**32363335H ******. Thinking his word could be trusted I ordered the product since the spoke&#**;s person gave it his iron clad guarantee. I received the product- 3 bags, and used up one bad and opened the second one. the product did not live up as advertised and returned the remaining unopened bag for a refund. The seller indicated that they can only refund for the unopened bag. I paid a total of $131.68, and the refund offered by the seller came to $34.61 after all their deductions. First, they denied my return, then denied and officiated so much as to turn me off. I had no idea they were determined not to refund even the meager $34.61.Most online sellers will immediately return your payment without any demand. Here I was encouraged to use as much of the product as possible and when I noticed the product was just garbage, I was told that I was owed the unused, unopened package and even at that, I could not get the meager amount they offered. This I must say is a classic case of fraud and not the iron-clad guarantee the spokes person H3135343636**32363335H ****** offered.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order last year in December or November and receive the order damage I have placed two orders with that company. One order was canceled by their fraud team that makes sense to me, but the other order was delivered and contents was missing out of package and as I stated to the sell, the represent customer service rep that the product was missing, and I am not trusting the one container of vitamins, so I would like a re-order or refund and I was told that Im not getting a re-order or refund because fraud team flag my account dont understand why I order mini things from Amazon without any if any of the product has been damaged, Amazon, kindly replace it or refund it but with this Steve ****** company they treat me like a criminal flag me and their system telling me I cant order from them. Thats unacceptable. I dont think the *** of this customer service customers this is not right I would like apology letter in a store some credits for ordering the product and making sure it deliver properly not damage emails. If you need to email send me your email address and I can forward you the email address that I was communicating back-and-forth with with the customer service of this company. I cant upload the emails through the system, but send me your email and Ill glad to forward them over to you but you can read whats going on

  Business response

  09/25/2024

  *. **** placed their original order with us in November of 2023. They filed a chargeback with our company and was subsequently refunded.  Due to this fact, all other orders were canceled and refunded to them. We did not receive payment for any orders nor did we ship any orders. There is no outstanding funds due to them as shown in the attached documents. Thank you.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apr.20.2023: I purchased a subscription (USD $240.36) with L'evate You, after watching a promotional video with Steve ******, doctors & other professionals. I received and tried the product. I didn't think it worth the expense.Jun.02.2023: I cancelled my subscription online and received email confirmation of said cancellation. Oct.2023: I noticed an unauthorised charge on my credit card (USD $265.76) and realised I was receiving another shipment. I contacted my credit card company to try to cancel the payment. They advised me to contact the vendor. I started to draft an email to the company which wasn't sent due to various higher priority and higher stress factors at the time. I also convinced myself this was likely a one-off maybe due to timing of my cancellation. Mar.23.2024: I noticed another unauthorized charge on my credit card (USD $265.76) and immediately sought resolution with the company, along with proof of cancellation in June 2023. In addition, both unauthorized charges were higher than the initial subscription. I requested a full refund (total $531.52) + the cost of shipping with pre-paid shipping labels so I could return both their unrequested & unopened shipments. I was advised: "Your subscription was cancelled after your order was ship out". [FALSE] "Please note that you will use your own return label to make the return and we are not responsible for the cost". [I refuse to be responsible for product I did not order]They have since closed my request without resolution. I have noticed that other complaints on BBB are along the same vein as my compliant, and can only conclude that the company employs unethical practices to both charge customers, and deny refunds where valid.

  Business response

  04/17/2024

  Hello *****,

  I reviewed contact history between yourself and us. The initial email you received from us was our system moving your subscription to a new subscription system. There was a second email that was sent stating this to you.

  Our first communication with you was March this year. I would be more than happy to offer the refund of your last two orders however since this is an international order we can not provide a return label for the order.

   

  Thank you,

  *************************
  

  Customer response

  04/18/2024

   
  Complaint: 21574241
  
  Hi *****,

  Thank you for responding. I also appreciate receiving notifications that the funds that were taken from me in October and March have been refunded.
  

  There are three points that prevent me from accepting your response, as is.
  

  1. Quote from your email: The initial email you received from us was our system moving your subscription to a new subscription system.
  WHY would I be moved to a new subscription service/system after CANCELLING my subscription? This doesnt make sense.

  2. Quote from your email: There was a second email that was sent stating this to you. I didnt receive a second notification per your claim. Please see attached photo of mailbox search. 

  3. Question re Return: Since you wont pay for the return of the two shipments, please advise if the goods are written off; or if you expect me to pay out-of-pocket to return them?
  
  Sincerely,
  
  ****************

  Business response

  04/24/2024

  Hello,

  1. Your first interaction with us in regards to this issue was this year. The cancellation information you provided was from us when moved to a new program to handle subscription. We cancelled each active subscription which generated the emails you provided from the attachments.

  Because we understand this caused confusion I was able to get approval for your last two orders for refund.

  You are not required to send any product back.

  Thank you,

  *************************
  

   

   

  Customer response

  05/01/2024

   
  Complaint: 21574241
  

  Hi *****. 

  From your responses, I gather that you changed your third-party subscription service provider and transferred all active accounts from the legacy platform to the new one. Your explanation for this situation is that subscription cancellation emails were sent out, presumably from the legacy platform, correct? 
  

  Even if thats true, it has no bearing on my situation. I cancelled my subscription via your website. I have stated this fact on multiple occasions which you have ignored. Im sure a review with your IT department can validate this. 

  So, my first interaction with you on this issue wasnt this year, but in June 2023 when I cancelled my subscription via your website. And your emailed response confirming cancellation was your first interaction with me.

  I appreciate the refund of the unauthorized deductions and the product write-off. These steps repair the financial consequences of this mess.
  

  However, due to the irrelevant details provided in your response, Im unable to close my complaint. 

   Sincerely,

  ****************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The situation with L'Evate You (levateyou.com) is their process to sell and cancel subscriptions. In order to buy the product, you must start a subscription. I have seen this process for other online merchants so nothing new. However, when you go back out to the site to cancel your subscription, this is where the fraud happens. You go to your subscriptions and hit cancel. It appears that you are done but really, it sends you to alternative sales. Not wanting to purchase those alternative products, the user would just close out of it thinking that you canceled your subscription. In reality, you have not. They then send you the product 6 months later at full retail prices even though you don't want it. I see two other similar complaints on your BBB site of others that have experienced this. This time I canceled with my Credit Card and filed a dispute but you shouldn't have to do this for a product you don't want. I also carefully went back online and once again canceled my subscription. This time, I followed all the alternative product offers and said no and when you get to the end of that string of products, you can then finally click a button that cancels the subscription. Another complaint on the BBB site says to go back and check again later, because it started back up on them. Bottom line, this is not good business. Simply sell your product and let customers decide if they like it enough to buy more.

  Business response

  10/11/2023

  We apologize for any inconvenience or confusion our subscription cancellation process *** have caused. We found that many customers cancel their subscriptions without knowing there are other options available such as skipping a month or changing to a different flavor and end up missing out on the savings unintentionally. This is why we put a cancellation process in place that gives the customer these options or they can click the button to "continue cancellation" instead. I have attached a screenshot of our current process that says at both the top of the screen and the bottom to "continue to cancel". Unfortunately if a customer does not click to continue cancellation the subscription will remain active. I have forwarded your feedback to our team to see if any additional changes can be made to avoid confusion in the future!
  
  I have verified your subscription has been succesfully cancelled and the last order was refunded in full. We will also be sending you a separate email to confirm your feedback was received. Thank you. 

  Customer response

  10/17/2023

  The Merchant made this right with me by refunding my money and I agreed to send the product back to them.  i.e. refuse the delivery from USPS.   

  That being said, I appreciate what they said about trying to provide other options for people trying to cancel.  However, if that were true, the default would be to honor the customers attempt to cancel.  Unfortunately in reality, it gives the other options and then does not honor the customers original desire to cancel the subscription.  This is deceiving and I still say this is borderline fraudulent.  If you want to provide those alternate options to your customers as they try to cancel their subscription, that is fine.  But if they don't choose to select one of those other options, the default should be to result in the customers original desire to cancel the subscription.  Not, to deceivingly maintain their subscription when they attempt to cancel and never selected one of your alternate options.   Since they are using the name of a great man (Steve ******), I would think they would take better care to be a reputable business.    

  Thanks for my refund and making things right with me, but I should not have had to go through this and you should not be taking advantage of people when they attempt to end their subscription.   

  Thanks, *****************;

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 30, 2023, I contacted L'Evate You, hereinafter, ************* @ ************** and purchased a first time promotion of $115.92 of product. I informed the agent at that time, upon my purchase, I did not want an autoship with those products because I had not used the products. I cancelled the subscription after I had purchased the products because I did not seek any further transactions with this Company. On August 19, 2023, ************* took $175.61 from my bank accounts. I did not authorize these transactions. I never gave permission or ordered any products from the Company after 30 May 23. On August 21, 2023, I contacted ************* and requested a refund. I was told I had to contact **** and obtain a confirmation number in order to obtain a refund. I again, sought to cancel any subscriptions, autoships, orders because I had cancelled such transactions in May 2023. ************* claims I had a subscription, I did not. The Company, "L'Evate You", illegally seized money from my bank account, without permission and refuses to return the money. That is theft. I'm requesting a complaint be filed so that I may retrieve my money that was illegally taken.

  Business response

  09/13/2023

  We are so sorry to hear this customer had a poor experience. I have reviewed the account and see the subscription was purchased by the customer via our online store on 5/27/23. Unfortunately we do not show any history of the customer contacting us via phone/email or cancelling the subscription prior to the next billing date on 8/19/23. The customer first contacted us on 8/21/23 via phone call after the order had already processed, which is why they were advised to return the order for a full refund as we were unable to cancel the already shipped order. We apologize for any inconvenience this may have caused and are reviewing our processes to improve this experience moving forward. 
  
  I have reviewed the account and can confirm this order has been refunded in full as of 8/24/23 and the subscription has been successfully cancelled so no future billing will occur. Again, I would like to apologize. Our customers' experiences are what matters to us the most. Should you need further assistance, please don't hesitate to reach out to us at ******************************* or call/text us at ************

*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. ↩