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LiveWell, LLC.

Additional Locations

Phone: (208) 336-1127 Fax: (208) 342-7836 View Additional Phone Numbers 106 N. 6th St., Ste. M5, Boise, ID 83702 View Additional Email Addresses http://livewellwater.com View Additional Web Addresses

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Description

This company provides health and diet products.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for LiveWell, LLC. include:

  • Length of time business has been operating
  • 79 complaints filed against business
  • Length of time business has taken to resolve complaint(s)

Factors that raised the rating for LiveWell, LLC. include:

  • Response to 79 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

79 complaints closed with BBB in last 3 years | 65 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 15
Billing/Collection Issues 28
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 35
Total Closed Complaints 79

Customer Reviews Summary Read customer reviews

5 Customer Reviews on LiveWell, LLC.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

top
BBB file opened: July 30, 2012 Business started: 07/14/2011 in ID
Type of Entity

Limited Liability Company (LLC)

Contact Information
Principal: Mr. Rick Anson, Owner
Business Category

HEALTH & DIET PRODUCTS-RETAIL

Hours of Operation
Monday through Friday: 8AM-5PM
Method(s) of Payment
Cash, Credit Cards, Check
Refund and Exchange Policy

Terms & Conditions By placing an order, you agree to the terms and conditions set for the below. Please read through these terms carefully before placing your order and print a copy for future reference. Please also read our Privacy Policy regarding personal information provided by you, which is incorporated herein by reference. This Agreement is between LiveWell LLC ("we") and you ("you" or "Customer") This Section sets forth the terms and conditions which apply to the use by you of the Company Sites (as defined below) and any other subscription product or service offered for sale by LiveWell LLC and/or its affiliates (collectively, "Company "). The right to use any product or service offered by Company is personal to you and is not transferable to any other person or entity. Company reserves the right to make changes to the Company sites, policies, and these Terms at any time without notice. By using, accessing or ordering products from this Website, you hereby agree to all of the following terms. Our Customer Service Department is open: Monday through Friday 8am-8pm, Saturday through Sunday 10am-4pm MST (208) 336-1127 1. Use of the Company Sites The Company Sites contain links to other Web sites, resources and advertisers. Company is not responsible for the availability of these external sites nor does it endorse or is it responsible for the contents, advertising, products or other materials made available on or through such external sites. Under no circumstances shall Company be held responsible or liable, directly or indirectly, for any loss or damage caused or alleged to have been caused to a user in connection with the use of or reliance on any content, goods or services available on such external site. You should direct any concerns to such external site's administrator or webmaster. 2. Disclaimer of Warranty; Limitation of Liability Company neither endorses nor is responsible for the accuracy or reliability of any opinion, advice or statement on the Company sites, nor for any offensive, defamatory or obscene posting made by. Under no circumstances will Company be liable for any loss or damage caused by your reliance on information obtained through the content on the Company sites. It is your responsibility to evaluate the accuracy, completeness or usefulness of any information, opinion, advice or other content available through the Company sites. Please seek the advice of professionals, as appropriate, regarding the evaluation of any specific information, opinion, advice or other content, including but not limited to financial, health, or lifestyle information, opinion, advice or other content. 3. Indemnification. You agree to defend, indemnify, and hold harmless the Company, its officers, directors, shareholders, employees, independent contractors, telecommunication providers, and agents, from and against any and all claims, actions, loss, liabilities, expenses, costs, or demands, including without limitation legal and accounting fees, for all damages directly, indirectly, and/or consequentially resulting or allegedly resulting from Your misuse or inability to use the Website, or Your breach of any of these terms and conditions of this Agreement. We shall promptly notify you by electronic mail of any such claim or suit, and cooperate fully (at Your expense) in the defense of such claim or suit. If we do not hear from You promptly, we reserve the right to defend such claim or suit and seek full recompense from You. 4. Purchasing Products / Auto-Ship Program You will receive free RUSH shipping with all paid offers. If you choose the LiveSkinny Trial System, you will be billed an initial $4.95 for RUSH S&H and shipped an introductory 30 day supply, yours to try for 14 days. Should you decide you do not want to continue with the LiveSkinny Trial program, simply contact customer service to cancel within 18 days from the date of purchase. Should you decide to continue with the LiveSkinny Trial program, your card will be automatically billed the second installment of $65.00 for the introductory 30 day supply. 30 days after your initial purchase date, and every 30 days thereafter until you cancel, you will be billed the low LiveSkinny member price of only $69.95, and shipped a fresh 30 day supply of LiveSkinny. The 90 Day Challenges are a one-time billing ($90 or $149) and shipment, and not part of the auto-ship program. Orders are usually shipped the day after the order is placed (except that orders placed Saturday-Sunday will be shipped the following Monday). If you purchase the 30 Day Water Bottle System your card will be billed an initial $49.95. 30 days after your initial purchase date, and every 30 days thereafter until you cancel, you will be billed the low LiveSkinny member price of only $49.95, and shipped a fresh 30 day supply of LiveSkinny. We offer a 30 day money back guarantee on all orders unless you are in the ongoing trial program. Please call us for a refund less a processing fee once you follow our RMA return policy properly. If you are unhappy with the product for any reason, or to cancel automatic delivery and billing, you must call us at (208) 336-1127. 5. Shipping. Our standard ground shipping takes from 3 to 4 business days within the continental United States. Rush shipping within the continental United States is processed within 24 hours (excluding weekends and holidays) and arrives in 2-3 business days. For international orders, we ship via Federal Express or DHL. Generally international shipments take 14-21 business day from day of shipment unless customs causes a delay for some reason. If you have not received your order within 21 days from your purchase date, please call our customer care center to request a reshipment of your order. If you entered the wrong address on our order form and we are forced to reship your package, there will be an additional shipping and handling charge equal to your original order. To manage your order, contact (208) 336-1127 6. Sales and Distribution. Distributor will not sell any product on eBay, Amazon, any of their affiliate's websites or any other auction website or online marketplace. Prices do not include and are net of any foreign or domestic governmental taxes or charges of any kind that may be applicable to the sale, licensing, marketing or distribution of the products. Distributor understands and acknowledges that all sales are final and that they are not entitled to return any product for a refund. Company will not be responsible for any delays or lack of delivery due to customs clearance issues. 7. Cancellation Policy - Cancellations - Billing Errors - Refunds - 30 Day Return Policy: Once an order has been submitted your credit card will be charged. Our ordering process is streamlined so your order will immediately be sent to processing and then shipping. Due to the high volume of orders we receive we will be unable to cancel an order after submitted. Please order carefully. We take great pride in the superior quality of our products and want you to be pleased with your purchase. We believe in offering the very best value, quality and selection to our customers. To inquire on a refund, please contact LiveWell™ at the following: Phone: (208) 336-1127 Customers will receive a single refund per product ordered, and repetitive refunds are not permitted unless the Product, as delivered to you, is defective. The Company reserves the right to refuse a refund to any customer who repeatedly requests refunds or who, in the Company's judgment, requests refunds in bad faith. Trial customers who would like to cancel their trial subscription within the 18 day trial period are required to return the remaining unused product and are subject to our Returns policy. In order to process your refund, you must supply us with Your name and delivery address. If you provide us with incorrect information, your refund will be delayed. Returns marked RETURN TO SENDER will not be accepted. Please make sure your RMA number is clearly marked on the front of the package. RMA number is valid for 15 days from the date of issue. Refunds can take up to thirty (30) days to appear on your credit card statement depending on the bank that issued your credit card. If you have any questions about whether a refund has been issued, please call Our Customer Service Department at (208) 336-1127. Billing Errors: If You believe that you have been billed improperly, please notify Our Customer Service Department immediately. If we do not hear from you within thirty (30) days after such billing error first appears on any account statement, such fee will be deemed acceptable by you for all purposes, including resolution of inquiries made by your credit card issuer. You release us from all liabilities and claims of loss resulting from any error or discrepancy that is not reported to us within thirty (30) days of its publication. Returns: We want you to be satisfied with your order. If you are unhappy for any reason, please contact us first to obtain a Return Merchandise Authorization (RMA) number by calling (208) 336-1127. Returned product must be unopened. Returned merchandise should include the vendor packaging and be in the same condition as when it was received. Used merchandise cannot be returned unless defective. Items returned without the RMA return number will not be accepted. Product returned as a result of a cancelation during the trial period must include at least the remaining 15 day supply of product in original unopened condition. Returns will not be accepted past the end of the trial on orders that are part of the trial program. Orders returned with a proper RMA number are subject to a $14.95 restocking fee. The 90 Day Challenge has a restocking fee of $24.95, and each additional supplement product added to an order will have a $4.95 restocking fee. Please Note: 1. We cannot process or refund packages marked "Return to Sender." 2. Refunds will be issued to the same credit card that was charged when ordering the product. 3. To ensure a refund is processed for you, please send returns to the address provided along with your RMA number. The RMA number must be clearly written on the package that you are sending back. Our shipping department is NOT allowed to accept any packages without an RMA number. 4. RMA number is valid for 15 days from the date of issue. Returned products must be sent to the following address: LiveWell Water Returns Dept. 1109 Main Street, Ste 333 Boise, ID 83702 We are not responsible for lost or stolen items. We recommend all returned items to be sent using some type of delivery confirmation system to ensure proper delivery. Once a return is processed, it usually takes 3-5 business days for this return to be posted to your account, depending on your financial institution.
Alternate Business Names
LiveSkinny LiveWell Water

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    106 N. 6th St., Ste. M5

    Boise, ID 83702 (855) 619-3665 (208) 336-1127

  • THIS LOCATION IS NOT BBB ACCREDITED

    1109 W Main St Ste 333

    Boise, ID 83702

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BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

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BBB Complaint Process

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Additional Phone Numbers

  • (855) 619-3665(Phone)
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Additional Web Addresses

  • https://www.liveskinny.com/welltrim3/index.php?afid=1116&sid=liveskinny.comredirect
  • https://www.liveskinny.com/garcinia5/index.php
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Complaint Detail(s)

6/17/2014 Billing/Collection Issues | Complaint Details Unavailable
6/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Started ordering product in August of 2013 as a trial period offer of 2 weeks. Apparently the 2 week time period started the moment I ordered the product but I did not receive it for 10 days. thus after using for several days and not liking it I had passed the "2 week" trial period unbeknownst to me. I have since placed 7 calls and all 7 times was directed to contact them thru email at info@livewellwater.com. After doing so and demanding a stop to the monthly billing and sending me product, I am at a loss of what to do .

Desired Settlement: I have been billed $69.95 every month since August 0f 2013. I have not used the product the keep sending me and it has not been opened. I will be happy to send it back in return for a refund

Business Response:

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

 

LiveWell offers a trial period to its customers to allow them to evaluate tbeproduct before committing to
purchase. There is no obligation to purchase with this offer.
If the customer prefers not to
purchase our
product
, they must contact us before the end of the trial period and return all unused product. If
they do
not contact us before the end of the trial period, we assume the customer wants to keep the product and
they are charged the agreed upon price for the product in their possession. Every 30 days after the date of
the original order, a fresh 30 day supply is shipped
to the customer. They may cancel at any time.

 

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

 

07/3012013 - Initial order was placed for a 10 day trial on a 30 day supplement product. The customer
paid
$4.95 for shipping and handling. The trial period started on the day of
the order, and the customer
had until
08/0912013 to contact us if they wished to cancel and return their order. The order was shipped
on
7/31/2013 through **** **** ******** ****** ****** *****************

 

08/09/2013 - The customer did not contact us to cancel the trial offer,and was charged the $65.00
installment for the product in their possession.

 

08/30/2013 - A fresh 30 day supply was sent, and the customer was charged $69.95 ($65.00 for the
product and
$4.95 for shipping and handling), Eight additional 30 days were sent for each
month
thereafter through May, 2014
.

 

Our proposed resolution:

 

LiveWell asserts that it has stood by our stated terms and conditions of the trial offer the customer agreed
to. We do not issue refunds after the expiration of the trial period
.
We do not issue any refunds for any
purchase after
30
days. There has been no correspondence from the customer requesting to cancel his
subscription via phone, mail or when applicable, by email as directed by our phone system during the
short
time we have experienced difficulties. As of today, all future shipments have been canceled.

 

Although will not be able to offer a refund to*** ******** we do offer a weight loss guarantee on our
products. We are happy to exchange the most recent shipment for
a
different clinically proven weight
loss product, free of charge.

 

Consumer Response:

Better Business Bureau: 

I have reviewed the response made by the business in reference to ********* ** ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  I have a degree in Exercise Physiology and can tell you that any weight loss product needs at least 10 days to establish any form of physical responses indicating weight loss, not just water loss. To start the 10 day trial the day of the order is obviously a misleading scam especially when the paying customer does not get to experience  a "10" day trial. At most the trial time of 5 days or less (after actually receiving product) does not give enough time to validate the claims of the company for weight loss. Misleading at the least. Two emails were sent asking to cancel the account were ignored along with 6 phone calls, 1each month after being billed. My credit card company is also involved and they have had equally hard times trying to talk to somebody. I am demanding all money back and I can send this junk back to them.

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been asking for a refund from these people as I returned the diet pills I had purchased unopened in Sept. 2013.I have emailed then every month since then asking for a refund, they always say they are sorry and hen an excuse. They say they had partnered up with someone that had caused problems then the credit card processing company was the problem and this has gone on for the past 6 months.I don't remember the woman's name who has emailed me as it is on my ipad at home but I think it started with a j. I think this long is plenty of time to wait, I would appreciate any help you can give me

Desired Settlement: They keep promising a refund in the future but their problems are not mine and I would like to have my money they have their product and my money

Business Response:

LiveWell offers a trial period to its customers to allow them to evaluate the product before committing to purchase. There is no obligation to purchase with this offer. If the customer
prefers not to purchase our product
,
they must contact us before the end of the trial period and return all unused product. If they do not contact us before the end ofthe trial period, we
assume the customer wants to keep the product and they are charged the current price for the product in their possession.

 

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

 

Customer paid $4.95 shipping and handling for a free trial of our Garcinia Cambogia weight loss supplement package. The customer paid $4.95 for shipping and handling. The trial period
starts the day of the order and the customer had until
9/19/2013
to contact us to cancel the trial offer and arrange for return of the product.

 

The customer was charged $148 for the three month supply she had in her possession. She contacted us on 9/20/2013 enquiring about the charges. The terms and conditions of the trial
offer she agreed to as well as our return policy.

 

It does appear that ** **** has returned her product, although no return or refund has been processed because it does not qualify for a refund.

 

Our proposed resolution:

 

LiveWell asserts that it has stood by our stated terms and conditions of the trial offer the customer agreed to. We do not issue refunds on trial offers after the trial period expires,
however
,
we do understand the frustration this must have caused. We would be happy to resend her original order, or if she would prefer, exchange it for our Raspberry Ketones, Green
Coffee Bean Extract, or a 3 bottle mix.

 

Sincerely,

 

**** *****

 

 

 

7. Cancellation Policy - Cancellations - Billing Errors - Refunds - 30 Day Return Policy:

Once an order has been submitted your credit card will be charged. Our ordering process is
streamlined so your order will immediately be sent to processing and then shipping. Due to the
high volume of orders we receive we will be unable to cancel an order after submitted. Please
order carefully
.

We take great pride in the superior quality of our products and want you to be pleased with your
purchase. We believe in offering the very best value, quality and selection to our customers
.
Customer Service Phone Number: (208) 336-1127. Trial customers who would like to cancel
their trial subscription within the trial period are required to return the remaining unused product
and are subject to our Returns policy.

Billing Errors:

If You believe that you have been billed improperly, please notify Our Customer Service
Department immediately. If we do not hear from you within thirty (30) days after such billing
error first appears on any account statement
, such fee will be deemed acceptable by you for all
purposes, including resolution of inquiries made by your credit card issuer
. You release us from
all liabilities and claims of loss resulting from any error or discrepancy that is not reported to us
within thirty (30) days of its publication
.

Returns:

We want you to be satisfied with your order. If you are unhappy please contact us first to obtain
a Return Merchandise Authorization (RMA) number by calling (208) 336-1127.

Returned product must be unopened. Returned merchandise should include the vendor packaging
and be in the same condition as when it was received
. Used merchandise cannot be returned
unless defective. Items returned without the RMA return number will not be accepted. Orders
returned with a proper RMA number are subject to a $14
.95 restocking fee.

Product returned as a result of a cancelation during the trial period must include at least the
remaining 15 day supply of product in original unopened condition. Returns will not be accepted
past the end of the trial on orders that are part of the trial program
.

Please Note:

1.  We cannot process or refund packages marked "Return to Sender."

2.  Refunds will be issued to the same credit card that was charged when ordering the product.

3.To ensure a refund is processed for you, please send returns to the address provided along with
your RMA number. The RMA number must be clearly written on the package that you are
sending back
. Our shipping department is NOT allowed to accept any packages without an RMA
number
.

4. RMA number is valid for 15 days from the date of issue.

Returned products must be sent to the following address:

 

 

Consumer Response:

Better Business Bureau: 

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

I received this response which sounds like an automated planned out response, but I want you to know that I have my emails from September on and they have told me from day 1 that they will refund my money. I am going to mail you a copy of these and you will see these people are lying to you and just what kind of a company they are. I DID NOT EVEN OPEN THEIR PRODUCT. IT WAS MAILED BACK AS SOON AS I GOT IT, I AM MAILING THE EMAILS TO YOU TODAY

Regards,

****** ****

 

 

Business Response: $148.00 refunded by check sent out today.

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

BBB Comments: Consumer did send in emails showing the business had agreed to refund and then did not provide one.

5/20/2014 Problems with Product/Service | Complaint Details Unavailable
5/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned and cancelled my subscription on the 15th day after placing a trial order with them. I was told i can return the item with a 18$ restocking fee in which i was charged 79.95. So i am waiting on a $60 refund. I returned the item on the 23rd of October and then received it on October 25th. I received a confirmed shipping. I called to see when i would receive my refund and i was told it takes 3 weeks. November 18th i called to find out when my refund will be back into my account and the rep told me it takes 3 business days. November 22nd i am still not seeing it in my account so i called back again and this time i was told it takes 7-10 business days. So now it has been 14 business days and still no refund.

Desired Settlement: I would like my total refund of 79.95 for the hassle and how long it has taken for me to receive the refund of my money. This is the worst company i have ever dealt with. I know on the 14th day of the trial they had my money taken out right away but it takes forever to get mine back.

Business Response: I am sorry for your frustration. I too, would be angry and frustrated. I am the director of the company and I would like to take a moment to go over the situation we are going through. The call center were just following prodical. 

\. Unfortunately . We are backed up due to a credit card processing company. We are changing operating systems.  I assure you we are working with them so we can process your refund.  We appreciate your business and patience.  I am sorry for your frustration. We are doing everything we can to speed this process up.  Give it a few more weeks and if no refund has been issued please give us a call back. Again thank you so much for your patience in this matter. 

Consumer Response:

Better Business Bureau: 

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

I would like an answer as to when I will receive my refund. I have been waiting over 6 weeks for this and I am very upset because when they needed their money it came out of my account within hours. Their response does not answer my question as to where my refund is and I cannot wait another 3 weeks for them to get there stuff together. I am a single parent family that needs my money back as soon as possible. Also when they give a consumer a 14 day trial they need to consider at least 2 days of shipping time or it really doesnt give them the full 14 days as was told. 
 Regards,

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

 

 

Business Response: It is going to be a few more weeks. There is nothing more I can do... I assure you I am doing every thing I can to get this taken care of. I am so sorry for your frustration. I have you on my person refund list, so when that moment comes that I can process refunds, you are immediate. 

Consumer Response:

Better Business Bureau:

 

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I returned the product on October 22nd and received a confirmation that it was returned on the 25th of October. I then complained to the BBB about this on the 10th of December that i am still waiting for my refund after 3 weeks as i was told over the phone that it takes at least 3 weeks. After this complaint i was contacted back through a complaint from the BBB and they were having issues and it would take another at least 2 weeks. It has now been 4 months and i have not received my refund after several attempts of calling and complaints through the BBB.

I would like a refund of my money in the whole amount of 79.95 for my troubles.

 

Regards,

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

 

 

Business Response: $79.95 refunded by check sent out today.

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

5/19/2014 Problems with Product/Service | Complaint Details Unavailable
5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After taking a survey on 9/6/13, my husband chose the option of a "free" shipment of LiveSkinny for the shipping price of $4.95. Our ******** **** was charged for $4.95 and paid. On 9/16/13, we received 3 bottles of LiveSkinny garcinia cambogia for which we were charged an "additional" $148 for our "free" shipment.I called their customer service on 9/16/13 to express my concern for being charged an additional $148 for our "free" trial of 3 bottles of LiveSkinny garcinia cambogia (now $4.95+$148). It was not a pleasant conversation but the customer service representative told me to keep one bottle of the garcinia cambogia and return the other two bottles. I would pay $19.95 for the one bottle I kept and be credited for the remaining two bottles ($148-$19.95 = CR$128.05 to my ******** account). There would be no restocking fee.I was sent an email from LiveWell with the RMA# for return. I used Priority Mail (another $6.95) to return the product and it was received at their location on 9/26/13 at 9:41AM. I have a copy of the return envelop with the RMA# clearly marked. I also have copies of all correspondence upon request.To date I have not received the refund which they promised in the original "return" email. I complied with all their instructions and returned their product. I expect a refund of $128.05 as promised. I have had several e-mail communications with a ***** *** who keeps telling me that my trial period expired on 9/16/13. If the survey was taken on 9/6/13 then how could the trial period end on 9/16/13?? and they received their product back on 9/26/13. He also stated that they don't accept returns (then why did they send me an e-mail with a RMA# and instructions for the return??). They are offering to give me another one of their products. I have NO desire to do ANY business with this company. I would like my refund as promised.Thank you for anything you can do with this company.

Desired Settlement: I expect a refund of $128.05 as promised.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is acceptable to me.  I will let you know when I receive the full order that was returned to them and the $74 refund.

Thank you for your assistance with this problem.    

Regards,

 ***** *****

 

 

 

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

4/8/2014 Problems with Product/Service | Complaint Details Unavailable
2/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called several times to cancel my subscription for LiveSkinny dietary supplements. Their website says to call 208 336-1127 to request an RMA # prior to returning the products received. I've called the number several times. Each time I'm on hold for a period of time waiting for a representative - then the phone system says a representation is not available and I should leave a message - then the system says the mailbox is full and not accepting messages at this time. This happened each and every time I called.I also send my request for cancellation via fax - which went through - however I have not been contacted or sent an RMA # as requested and my account has not been credited.In the meantime, they continue to send me the product and charge my bank account.

Desired Settlement: I would like return product for December & January $85.00 per month for a credit of $170.00

Business Response: *****

I just sent you an email with a few questions. Sorry for all the troubles you have been having. We will get this taken care of, I assure you of that. I did go in and cancel your account. I'll be looking for your response email. Look forward to speaking to you. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/27/2014 Problems with Product/Service | Complaint Details Unavailable
1/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a sample of the Live Skinny product with the expressed understanding that I would have to pay for postage . I thought I read all the fine print and that was my total obligation . Then bottles of pills began appearing without request. The company claims you cannot return their product by writing Return to Sender on the package . One must obtain an RMA #. One must also obtain an RMA # to cancel . However none of their telephones are working. I have returned my Product by priority mail with a letter canceling any relationship.

Desired Settlement: Refund tony credit card and cancellation of any further transactions.

Business Response: I ordered a sample of the Live Skinny product with the expressed understanding that I would have to pay for postage . I thought I read all the fine print and that was my total obligation . Then bottles of pills began appearing without request. The company claims you cannot return their product by writing Return to Sender on the package . One must obtain an RMA #. One must also obtain an RMA # to cancel . However none of their telephones are working. I have returned my Product by priority mail with a letter canceling any relationship.


RE:
I am sorry you are frustrated. I do understand there are many times we glance through things not always reading through all the terms and conditions. We are human and make errors. 
So here is the situation... You had signed up for a free trial...and what that means it..... It's a free trial period not a free sample. That means we sent you a month supply of the supplements. You had 2 weeks to try the product and decide from there what you wanted the trial time to be. 
If a call was not received asking to cancel, then the company assumes you want to continue with the product and that is when you get put on auto ship and continue to get product.  Then as far as policies and procedures on returning.... we recommend you get an rma number to speed the process up. If you just put "return to sender" then it goes in a pile that does not always processed in a timely manner. 
I did make sure your account is canceled.... Completely closed out. Sorry for all the issues you have had. Our phones are working, yes! They were down for a few days, but definitely working now. Our hours are Mon-Thursday 8:30-4:30, closed Fri-Sunday and all holidays. This week leaving office at noon today, off on Christmas and will be back in Thursday the other half day. 12- to 4:30. Feel free to call and we can further discuss.   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I can only partially accept the vendor's offer. While I do accept the offer to close my account  completely, they have not said I will receive a credit to my credit card for the products I returned.  I do not agree to pay more than $65 for products I did not use. The bottles were unopened . The last package was unopened and it was not my fault that I could Not obtain  an RMA #. I returned the products without the # so this matter would be resolved by the New Year. If I held on to the products, then I would again gorged to bring closure to the matter once I Returned to work and travel.

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

 

 

Business Response: ********

I am going to look into this further. Please email me at ******************************* Tuesday and I will have an answer for you. My computer systems are down at the moment so I am not able to check. After I respond to this complaint I am not able to go back and respond, that is why I am asking you to email me tomorrow. 
***** ***

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I sent an email to the business as requested by them. Have received no response. But my complaint meNt so much, the company has sent me another  supply of the product at more than $33. They have hon intent on resolving the matter. They seem to want to illegally charge mu credit card after I told them I did not wNt their product. So I guess they prefer a fight  where I sue them and  ask for  damages. I simply asked them to return my money  and take my name off their list. 

 

Regards,

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

 

 

Business Response: I just sent you an email and I do believe we have settled this account

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/24/2013 Problems with Product/Service | Complaint Details Unavailable
12/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid $4.95 for shipping of a trail offer of Garcinia Cambogia on 9/10/13. Then on 9/29/13 I discovered a charged for $148 from 9/20/13 on my credit card. I called the credit card company because I thought it was a fraudulent charge. I filed a claim to dispute the charge. I was told by the credit card company to call Live Skinny to find out about the charge. I spoke with a rep who said there appeared to be an option to skip steps in the ordering process and the info about a 10 day trial period for a subscription was among the skipped step. She was authorized to offer me a $19.95 restocking fee for returning the product or a 50% discount. Then she stated she could do nothing since I filed a dispute with my bank and their credit back to my credit card could not go through because of the dispute. She said her hands were tied. The credit card company called on 11/12/13 to say Live Well has declined the claim for a refund. The rep from the bank and I called LiveWell and asked them to reconsider. I was told they could not and would not offer a refund, discount or return of the product since more than 30 days had passed from time of purchase (9/10). After 6 calls over a 7 day period I have not been able to come to a compromise with the LiveWell. I feel that since I was willing to return the product on 9/29/13 and was told by the LiveWell rep that I didnt have that option because of the dispute filed with my credit card comapany, I should only be responsible for the $19.95 restocking fee. I have been very surprised by the treatment I received from 3 of the LiveWell reps.

Desired Settlement: I am seeking your help in getting the charge reversed and am willing to pay the restocking fee offered to me by the 1st rep since I was only following the instructions of their representative and didn't return the product at that time. The LiveWell rep I spoke with today is now saying there are no notes on my account about my call on 9/29. A rep was able to read me those notes on 11/13. That is how I know the first rep noted "her hands were tied" & couldn't offer help to resolve the issue then.

Business Response: ********

 
I am sorry for your frustration....
All my agents followed all policies and procedures. We as a company have no problems getting refunds back to the customer. The problem with this is that it did become a charge back and once it has reached that point it is no longer in our hands. Your bank sends our bank a request of items to determine if this charge is legit. We then provide the items the bank is requesting. The bank from there determines if you are liable for the cost or not. So, it looks as if the bank declined your request. There is nothing more we can do from here. I can send corporate a request for approval, but this has been discussed previously 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would like to have the company request the refund from the corporate office.  I don't see how I can be penalized for following the instructions the LiveWell employee gave me.

 Regards,

 ******** ******

 

 

Business Response: ********

 
I will send a request to the corporate office. Please get in touch with me mid next week. my email is **************************************************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a free trial of Live Skinny supplements. The ad said I could cancel any time and I wouldn't have to pay for future shipments. I tried calling several times and always got a message about their hours. I never got to talk to an operator and I wasn't allowed to leave a message. I was billed $84 for one bottle. I called my credit card company and they had me return the bottle via UPS with tracking so I could verify they received it.

Desired Settlement: I want people to know about this company so no one else will have to go through what I had to go through. I haven't even mentioned the efficacy of this "weight loss" supplement. It didn't do anything. I didn't lose any weight.

Consumer Response: I returned the item and they received it today Wednesday. My credit card company credited my account for the full amount. I am hoping Live Well stops sending me items I don't want. I tried calling them again but all I get is a message and I couldn't leave a message with them. I don't expect you to do much I just wanted to register my complaint with you in the hopes that someone else wouldn't have to through what I went through. Thank you...

Business Response: ****

 
First I do want to apologize for your frustration. Things could definitely been handled different. I am not sure why you were never able to get to a live agent. I will follow up with this. 
I have canceled your program, so you will no longer receive product from us again. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/20/2013 Billing/Collection Issues | Complaint Details Unavailable
11/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I visited Live Skinny's website to order 1 bottle of supplements. I filled out the entire form and entered my credit card information. When I submitted the request and my confirmation came up, it said I was only being charged for shipping. I thought that was odd. I then received four bottles of the supplement and then had a charge of $148 hit my bank account. I called the company and inquired about this. They said I didn't opt out of their program in 30 days and that my account would be debited $148 a month and that they had already shipped an box full of product to me. I told them I didn't sign up for any program, never saw anything about opting out of anything on their website and told them not to ship anything to me as I would not sign for it or receive it. I called my bank to stop the charge in which they did, however the bank looked researched the situation and Live Skinny came up w/ a tracking slip for product I never received (beyond the initial off that I paid for) and my bank said I had to pay the $148. Their advertising wasn't clear at all as I would of NEVER signed up for anything like that. They were rude on the phone when I spoke w/ them and they are truly a scam in my opinion.

Desired Settlement: I have not paid the $148. I closed my account with **** ** ******* because I refuse to let this scam get money I need for food and bills. I do not wish this fraudulent company chasing me for $148 they do not deserve!

Business Response: *********

Let me clarify a few things for you. It sounds like you have all kinds of wrong information...no wonder you are so upset. 
Ok, so the trial you participated in was the garcinia bulk trial. The site is www.liveskinny.com/garcinia5/      and the actual order page as you describe is     www.liveskinny.com/garcinia5/index.php
Go ahead a check these out. The term and conditions are on a link on the landing page on the bottom, and then in a big box to the left of your check out page, where you enter all your information. There is also a check box that must be checked in order to continue. 
The trial offer consisted of, we mailed out all the bottle up front. You were supposed to cancel in the allotted time. If the company did not hear from you, then they can only assume you do want to continue and that is when the typical 148 is deducted. That was a one time payment for all of those bottles upfront. The trial is a one time payment, and not on a auto ship program.
After doing a dispute with the bank, what happens is: The bank contacts our dispute team and requires we provide supporting documents to prove this purchase was and that the terms and conditions. We provided the AVS sales recipe, the the postal confirmation, along with a few other items requested. The postal confirmation was correct, because even you said....you got the first package. 
******** I am sorry for your frustration and wish things could have worked out better. 
The bestI can do at this point, is make sure collections does not call you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased product from this company and returned it in July 2013. First off I paid $148, but they have a restocking fee of $50 so I was supposed to get a check for $98. Weeks went by and no check came, customer service representatives kept telling me my order was "in processing" and they would say the check would be there in 7-10 business days. The days came and went without a check arriving and I kept calling back. Finally filed a claim with my bank who investigated and determined that the purchase was legitimate and LiveSkinny told them they were refunding the money. After this I called again and they offered to refund the full $148 but they have yet to give me a check and it has been 2 months. The last call I placed was November 3rd, and they said due to my complaint filed with the bank it is a different matter and refuse to give me my refund at all.

Desired Settlement: I would like the check amount I was promised by several representatives of $148 since I do not have the product and I returned it completely undamaged or used.

Business Response: *******

I do  understand completely. I agree this is not your fault. You basically have fallen through the cracks it seems like. What happened was your transaction was processed through a specific processing company. THAT company is the one who had issues, not your bank. I have heard this before, so I am sorry you were informed incorrectly. The reason they probably said that is because 9 times out of ten if the customer hasn't received a refund after we have issued one is because of the bank.  So I can only assume that is what they thought was going on at that time. It did take us roughly a month to finally catch the problem. What happened from there is we started issuing checks to make up for the refunds that had no been processed. Thinking this was the correct thing to do. Sadly, we were advised a few weeks later that was not some thing we should have been doing. That that was against their policies and procedures. At that point we then stopped and advised the customers specifically to talk to their banks regarding a dispute. Typically in that case the dispute wins and all is ok...in this matter, the bank did not approve. I personally would not have a problem at all processing a refund considering the things you have gone through, but I am faced with the same issue.... How would I get this to you. We can't send out checks any more and who knows how long this processing center will actually take to get you guys paid. I am just being completely real and honest, because I feel that you deserve it. I am going to see what I can do to get this resolved.....but no matter what, if I can..... nothing will go out tell roughly the end of the month.  I can not guarantee this...but I will do my best to try. My personal email is ******************************* I am the director. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me as long as a plan is in place to issue me a refund. I would like to be kept updated on the process and informed once a mailing date has been set.

 Regards,

 ****** *****

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In connection with a rewards card from a grocery store chtain, I received an offer for a "Free Trial" of the Live Skinny Garcinia Cambrogia. After wading through numerous pop-ups, and five or six attempts to confirm the "FreeTrial", I finally came to a screen that said I would be charged for $4.95 shipping. I confirmed this and received the "Free Trial".Whether or not the product delivers the promised weight loss is not the issue, the problem came a couple of weeks later when I received an email stating that the business had made "epeated attempts to collect the $79.95 "Subscription fee", all of these attempts were, thankfully, unsuccessful.We received a letter stating that we needed to resolve the "Past Due" balance of $79.95 and could call 208 922-7194 to speak with customer service to do so. I called the number and spoke with a male (not ******** ** ******* who were referred to in the letter), working at a call center in California. The male told me that I "had agreed to the Terms and Conditions" of the contract, I asked for proof of that agreement, as such is NOT in my nature. I asked that he mail me proof of the agreement and he refused, but said that he would email me, or I could go on their web site.I received an email presumably from the male which tells me nothing other than I was billed for $4.95 shipping on the free order. The business is threatening to take me to collections over the $79.95 that they cannot prove that I owe.

Desired Settlement: I would like the threats stopped, or the contract if such exists, forwarded to me. I woupd also like the marketing strategies of the company reviewed so that others can avoid this problem in the future.

Business Response: ****,

I am sorry for your frustration. I understand how frustrating it is...truly. We are all human and make mistakes or over look certain things. I have nothing to do with the way you were initially contacted. 
This is the main landing page where you began the process. Go to this site and review it.   www.liveskinny.com/gar6/index.php            the order page where you actually put your information in also has a box of size 14 font the terms and condition. On that very order page you must click the term and conditions box before you can even put your credit card info in.   The site to that order page is www.liveskinny.com/gar6/order.php
 
Please go and review these. If this is not where you ordered, please send me some thing that shows me you ordered else where. 
The process typically works like.... An affiliate will post an add that is eye catching, then they put an offer...what ever the offer ends up being you click on your choice and you are then directed to which ever site you were interested in. So in this case after clicking Live Skinny it should of taken you there, to our site. Again I am sorry for the confusion . 
 
I will make sure you are never bothered by Live Skinny in any way possible. I am closing your account completely. I hope you have a wonderful day. My personal email is ***************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted this company to advise I was not pleased with this product and wanted to return it and I was notified it would be a $14.95 restocking fee. It was suppose to be a free 14 day trial, I ordered product on 10/7 and called today 10/18, but they still advised I would have to pay the restocking fee.

Desired Settlement: Would just like for them to take the product back without the restocking fee and refund me for the shipping and handling that I paid.

Business Response: *******

Hello.... I reviewed your account and thank you for sharing your concerns. I understand your frustration, and I understand we are all humans and mis understand information. I am sorry for our role in the confusion. Our trial offer is like most trial offers out there, which all include a re stock fee. Under the terms and conditions it states the trial price, the price after the trial time is over and the cancellation process. As part of the cancellation there is a re stock fee/cancellation fee of $14.95. This is all across the board, and all trials who opt out are responsible to cover that cost.  I do have some flexibility but not enough to refund your shipping. There has to be some type pf accountability here. You ordered this trial, I am waiving the re stock fee for you, but refunding you for your shipping handling is not an option. I will leave notes in your account so the customer service representative's know not to charge you a re stock fee. You account has been canceled, you will not be receiving an further product or deductions from your account. The address to return the product is 1109 W. Main St  Suite 333  Boise, Idaho. 83702
Again I am sorry for your frustration and dis pleasure of our product. Wish you the best of luck   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was on Linkedin social networking website and thus website usually gives different offers when you complete a survey. I opted for the free trial of Live Skinny, Garcinia Cambogia. I read the information and it said pay only shipping and handling processing and the product is free for you to try. When I got the product I called to ask if this product contains caffeine because I cannot use caffeine. The rep said the product does not contain caffeine and proceeded to tell me you see changes I three days and if it do t work you will have to send it back and pay a restocking fee of $14.99, or $79.99 if you decide to keep it. I told her I signed up for the free trial, the rep then said the word free was used for advertising but I have to pay. I told her this is false advertisement and she hung up. I got a call from a rep saying that I have to pay $79.99 or they will refer me to a collection agency.

Desired Settlement: This was advertised as free so I shouldn't have to pay for this. This is false advertisement to scam customers into paying for products. I wasn't going to take this product if they had advertised these charges. The settlement I want is to be relieved of these false charges and for this not to appear on my credit report.

Business Response: We have reviewed the complaint, the customer did order this product online and there were Terms and Conditions stating this was a 14dy Trial.  We understand that most customers do no read there Terms and Conditions when signing up for these Trials however this customer was made aware of her Trial when she called and spoke with a representative on 9-23 and asked about the caffeine in the product and was told at that time she had 8dys left in her Trial period. Customer then called again 9-30 and stated she didn't have enough time to try the product and was offered to have her Trial extended out at that time however the customer stated she was interested in returning it and we offered the restock fee which the customer declined so the charges were valid since we never received our product back which was a full 30dy supply.  Since receiving this complaint we have decided in good faith and standing behind our products to wipe her debit clean and she has been removed from the collection process. We feel this mater is closed and this is the best resolution for both parties involved .

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

 Please have the business mail me a copy of this decision that indicated they have relieved me of this debt and will not be pursuing me case close.?

 Regards,

 

***** ******

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a trial of liveskinny. I the site I was on there was no terms and conditions listed. They charged my debit card for four more bottles that I did not authorize. I refused the shipment and sent it back, but they said they will not return my money.

Desired Settlement: I would like the $150+ returned to my debit card.

Business Response: I refunded the whole amount. I am sorry for all the mis understandings

Consumer Response:

Better Business Bureau: 

 

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I know what I read. I hope other people don't  get fooled by this. I never seen any terms or conditions.

They did refund my money. I am happy about this.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 7, 2013, I saw a Live Well advertisement online about Garcenia Cambogia stating that you will just pay $4.95 for shipping and handling so I clicked on it to pay the $4.95, and the funds was withdrawn from my account on August 9, 2013. On August 17th, as I was reviewing my account online, I noticed that $148.00 had been withdrawn from my account by Liv*LiveSkinny (LiveWell). Immediately, I called Live Skinny by dialing the telephone number that was provided but the office was closed. On August 21st, I called LiveSkinny again and spoke with ******. After explaining to him, the reason for my call; he stated that I agreed to the trial. I asked him what trial and told him that I did not agree to a trial membership , and to send me documentation of such. He then said that he can refund me $98.00 of the $148.00 because there is a restock fee of $50.00 that I would be charged. I told ****** that I expect my full refund of $148.00 because I have not used the product and that I am going to send the product back. I told him that I would never had agreed to paying $148.00 for any product; to me, that is absurd. He reiterated, that I will not get the full refund. I ended the conversation with him and contacted my bank to dispute the transaction. On this same day, I sent the product back via United States Postal Service. On August 30th, I received a refund in my account from Liv*LiveSkinny in the amount of $98.00 only.

Desired Settlement: Since, I did not agree to a trial membership and neither did I opened or used the product, I am requesting an settlement in the amount of $50.00.

Business Response:

I do understand your frustration and I am sorry your issues were not resolved. The problem we have right now on the 50$ balance, is that it has moved through the charge back department with your bank. At that point your bank and our dispute team work together to come up with a solution. Your bank asks for the information they need to make the determination on the reversal, and after all the information has been submitted, the bank will determine if your dispute is necessary or not. While this process is being done we can't move forward with any thing. This will be situated when the bank make the determination. A charge back also cost us money, and if we refund the 50, plus pay that fee, then the bank rules in your favor they issue a refund as well. So we in all reality would be issuing you far more than we are arranged to. I am stating this so that you have a better picture on how this works with a dispute with the bank. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I completed a survey for ***** **** *********** ***** and it said I would receive a free gift. There was 4 selections I could choose from. I selected the Garcinia Cambogia from Live Skinny. The Advertisement said that I would receive a free bottle and only had to pay shipping and handling of 4.95. I proceeded with my order and received a receipt for the 4.95 only and no other instructions. I received the bottle and no other information. Two weeks later I received a debit in my bank account of 148 dollars. I called the LiveWell company, and before I even started with my complaint the representative asked if I read my terms and conditions that described that after the seven day free trial if I wasn't satisfied that I could return it for a full refund. I didn't not receive any terms and conditions. The lady then sent me to a website that of course had these terms and conditions, but that is not where I filled out my info or placed my order. I then said that I would dispute this with my bank, but she said that she would send them the terms and conditions and that they win 98% of the time. This company robbed me of 148 dollars. There is no notification of further billing, and the link I went to had nothing of limited trial offer. It said FREE bottle.

Desired Settlement: Refund of the 148.00. I wasn't able to upload the email, but I will forward it to you if you give me the email address.

Business Response:

Hello... I am the director of the center and reading your complaint slightly concerns me. Let me begin by saying sorry for your experience. What I am hearing is customers are taking a survey and same as you they get the option to chose one of 4 gifts. Yes, we are one of those offers but how it is set up is.... Once you click on US as your choice then it is set up to route you to our site. Which is www.liveskinny/garcinia5/ 
The check out page is  www.liveskinny.com/garcinia5/order.php
I will look into this and try to figure out what is happening. In the mean time..... Let me go over the options you have as far as either keeping the product , or returning it and getting a refund.
If you would like to keep ALL bottles I could refund you half your money. So a refund  of 74$ would go back on your card with in a day or two. 
The other option is a refund...
I will issue you an rma number which you will write on the box and mail product back to us. We will issue you a refund minus a 14.95 cancellation fee. I would be waiving most of this for you because  of your troubles. Normally  the cost is 50, and 24 at discount. 
Please let me know what you would like to do. 

Consumer Response:

Better Business Bureau:

 

I will be returning the two unopened bottles and one partially used bottle for a full refund of $148.00 minus the $14.95 cancellation fee, total of $133.05 refunded.

Regards,

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

 

 

Business Response: Hi Nate!

Hope all is well.... I went back and reviewed your account. It does look like your package has been received, just not processed as far as a refund. That would have been done tomorrow. However, I went ahead and just processed this myself today. You should see your refund with in 3-5 days due to the up coming weekend. 
Have a wonderful day

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company is a total scam. They set up a survey following our banking online to ask us several questions about banking. In the end they offered a choice of two FREE gifts for taking the survey. I chose the supplements and was charged $4.95 for shipping. This company then charged our bank $149 for their product. When we called the company to complain they said they were legit and that we could mail the product back but we would pay the shipping again and be charged a $25 re-stocking fee. This is a scam and linking it along with banking is extremely troubling. I can't believe they have not been shut down yet!

Desired Settlement: I want a refund for the $149 as well as a refund for the shipping upon return of the product with NO $25 stocking fee.

Business Response: I am sorry you feel this way. I do understand your frustration... I do want to discuss a few things with you regarding your concern. We did not set up an survey. An affiliate partner offers these and if a customer chooses to go with our product, it takes you to our landing page which then walks you through the order. It states the terms and conditions. There is also a check box saying you are aware and approve of the terms. The terms are listed in two spots. One on the landing page and on eon the actual check out page next to the part you enter your credit card information. Size 14 font. The site you ordered on is www.liveskinny.com/gar6/index.php and the actual link to the order page is   www.liveskinny.com/gar6/order.php   Feel free to go back and review. Again I am sorry for your frustration and I wish there was some thing we could do to assist you. We did get a notification from the bank that this case has been turned over to the dispute team. We no longer have options available to offer you. It will all go through the bank at this point. I did, however want to walk you through the process. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I saw an ad from Live Well LLC for a weight loss supplement called Garcinia Cambogia. They offered a free sample for a shipping cost of only $4.95. I gave them my cc info for the $4.95 and received the product a week later. The "free sample" was 5 huge bottles of this product, not a small sample, which I thought was strange. I received my product on a Friday, and by Monday (3 days later) they had charged my credit card without my authorization for $148.00! I contacted them and was told that because it had been 10 days since I requested the free sample, they automatically charged my card. I'd only had the product for a couple of days! And it all made sense why they shipped the 5 huge bottles...They had already planned to charge me $148 right off the bat. I called my bank and filed a dispute. I got a credit, but then my bank reversed the claim because they'd contacted Live Well LLC and was told that I had made a "purchase" of $4.95 only a couple of weeks earlier that I hadn't disputed, so why am I disputing the product now? I explained to the bank that the $4.95 they were referring to was the shipping charge for the "free sample". I was told by Live Well LLC to return the product with the RMA# they gave me and they'd issue me a refund within 7-10 days after they received it back. I paid to have the product returned, and they confirmed they received the product back, but are refusing to refund me my $148.00 because I've filed a dispute with my bank. So NOW, not only do they still have my $148.00, they also have all of their UNOPENED product back. My bank is refusing to refund the product because it's not their product to refund me for, and Live Well LLC is refusing to issue me a refund because they're saying the bank needs to refund me because I filed a dispute claim with them. In the meantime, I'm out $148.00, plus the cost to ship back the product. Also, while speaking with a Cust Srvc rep, she actually YAWNED OUT LOUD, to indicate she was bored with me! I am fed up with this place!

Desired Settlement: I would like to be refunded $148.00 to be paid by a check. On advice from my bank, I had to close out my original credit card account number that they originally charged for fear they'd charge more unauthorized fees.

Business Response:

I am sorry for your frustration. I do understand how you can be frustrated. The problem we have on our end is, the terms and conditions are stated in two spots on our site. There is a check box right next to the spot you enter your credit card information. That must be checked in order to further your order. I understand we all over look things, we are only human. My agents have policies and procedures they must follow, but in the matter of the agent yawning, I am sorry on behalf of that. I am going to pull that call specifically and address the matter as needed. Thank you for informing me of the situation. Also once a charge back with the bank has happened it really is out of our hands at that point. The reason for that is because the bank then takes control of the matter and the bank and our dispute team work together to resolve the issue. My dispute team provides only what the bank is asking for.  In order for them to make the decision, they ask for certain documents. We provide only facts of the transaction. 
Looking at the whole situation, I may be able to work with you on some thing, however I am not able to send out a check. Feel free to email me *******************************

Consumer Response:

Better Business Bureau:

 

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Upon speaking with the representative at Live Well LLC, I was informed that I would need to contact my bank because they would be the ones to issue my refund.  However, when I then contacted ***** ***** they told me that that is completely incorrect.  They asked why Live Well LLC would even suggest such a thing, knowing full and well that I'd already returned the entire unopened product to them.  According to *****, Live Well LLC has both my $148.00 PLUS their product.... Why would ***** be refunding me?  That's the responsibility of Live Well LLC, I was informed.  I then re-contacted Live Well LLC and was told that a supervisor was going to be contacting me on Tuesday, 10/1, but of course, that never happened.  What I don't understand is the guarantee from Live Well LLC:  I'm obviously not satisfied, I've paid to have the product returned, and they've got my $148.00.  Why is it that they won't give me a refund?  I don't have any of their product.  This is an extremely poor way to run a business, so of course, as a consumer that's been taken, I am extremely frustrated.  Why would Live Well LLC issue me a Return # to put on my return, tell me they'll issue me a refund 7-10 days after they receive the product back, and then refuse to give me the refund?  It's all just a big scam, and a HUGE reason why consumers such as myself are so leary of businesses such as this who are completely dishonest and are only in business to rip people off.  It's black and white:  I've returned the product, so please issue my refund check.  This is how honest and respectable businesses operate. 

 

 Regards,

***** ******

 

 

Business Response:

I said in the previous email, that I had no problem issuing a refund, I however, am not able to send a check. I can refund to a card. If you would like to further this, please email me personally and I will get this taken care of. ******************************* ***** *** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/7/2013 Advertising/Sales Issues | Complaint Details Unavailable
10/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been staying at the ********* *** ******* for 6 months due to a house fire. In order to access the internet, a ******* screen pops up, and you need to register as a guest.About a week ago, while trying to get online, a screen instantly popped up with the ******* logo "Thank you ...please select one of these free gifts (I think 3 were listed) all you have to pay is shipping and handling.As a ******* rewards member, and because I have been at the hotel almost 180 nights, I was mislead that this was indeed a gift from the *******. I thought "why not?" I'll pay shipping and handling for that. As a valued customer I could see how they would offer a small gift as a token of the business they have generated from me.Well, I signed up for the free gift. Gave them my credit card number. Was charged the shipping and handling ($4.95)Immediately after my computer was hacked it said my email compromised. I can't login. It was supposed to be a 1 month supply. That's what the offer said. 2 pills each day for 1 month = 60. They sent me 3 bottles= 90 pills. And a letter saying we will be automatically billing your credit card for this product plus we will ship you this other product each month.I called to cancel right away. The rep apologized. Said I could mail them back, pay the shipping back, and then he would charge me a $20 re-stock fee. He told me I could call my bank and dispute it. I called my ***** **** right away, and my phone locked up/black screen. (That may be irrelevent/coincidence) I called the credit card company and told them not to allow any future charges from Live Skinny I told Live skinny not to mail anything because I do not want to cheat them. I do not dispute the $4.## shipping fee. I understand that was what I was purchasing. But my "free" gift was not free. I do not want to pay shipping, pay to ship it back, and pay another $20 and have no product for what I was under the understanding it was "free" intentionally they are misleading hotel guests.

Desired Settlement: I do not need a complaint publicized. I just want it to be made right. Right now I have the "free gift" and I have paid the shipping. I agree I owe that. but I refuse to pay to ship the product back $$, and then pay a restock fee 20$$. I feel dumb,scammed.. I was not on their website shopping for product. I only did it, because I understood it as what it stated.. "a free gift". I just want it to be cancelled. not to receive more. I do not want to be billed for the return shipping/fees.

Business Response:

I absolutely understand your frustration. I have been getting feedback regarding situations like this....I am working to get this settled. We don't generate these "free gift" offers. We do offer a "free trial period". We do affiliate with other promoters and that is where that I believe is coming from. So as far as mis leading guest etc...That is not our doing. What is supposed to be going on is.... After you accept the offer...it links you to a site that states it is a free trial not a free gift. Here is the site info. I will give you the site front page and the link to the actual order page. On the order page look to your left of the check out. The place you enter your credit card info. Read through that and It states  the terms and conditions.  www. liveskinny.com/garcinia5/                    and the order page link is                  www.liveskinny.com/garcinia5/order.php
I'm not saying you are wrong by any means I am just trying to help give you a better idea of how the process is set up. If thing did not go the way I described I am sorry and again working to find out the issue. The agent who spoke to you was definitely following policies and procedures and did the best he could to assist you. So here is what I am going to do....  I am willing to refund the total amount but needing to know where I deposit that. You mentioned you canceled our ability to put the money back. 

Consumer Response:

Better Business Bureau:

 

I have reviewed the response made by the business in reference to complaint ID *******, and have determined I have some questions.  For your reference, details of the offer I reviewed appear below.

They kindly said they would refund in full.  I just want to make sure we are both on the same page.  Does that mean my original  4.95 shipping will be refunded?  Or do you still want me to ship the product back? (Which, I'm guessing isn't the case, because it would be unsalable anyways,:)  but if so, I will have to get you a dollar amount for the return shipping plus the $4.95

I had to cancel my credit cards and bank accounts, because my accounts got jeopardized, but if you could kindly just mail a check?  **** ******** *** ******* ** ******

Regards,

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

 

Business Response: I am not able to do any thing about the postal aspect, but I will send out a check for the $4.95. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

Would you like me to ship them back?  If so, I can upon receiving the reimbursement check.  Thank you for making things right.  I sincerely appreciate everything.

 


Have a blessed day,

 

 

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

 

 

 

 

Business Response: I am not too concerned at this point...go ahead and just keep that trial bottle.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was fraudlently charged 148.00 for a bottle of diet pills when I was led to believe that it was free except for postage, which was 4.95 and paid for immediately. When I received the package it contained 3 bottles of diet pills and my account was charged an additional 148.00. When I called to find out why I had been charged this amount, they told me, very rudely, that I had accepted the terms and conditions and that if I wanted to return the product for a refund I needed a RMA # that I got. I returned the 3 bottles and they were delivered by USPS on 9/14/2013 10:42am. I just got off the phone with the company and spoke to the same rude operator and was told that they hadn't gotten around to my package and that I would have to wait a week before they even processed my refund. My complaint is that if they could charge my account immediately, why do I have to wait 2 or 3 weeks for them to process my refund.

Desired Settlement: I would like the problem resolved ASAP. Thank you

Business Response:

Hi there! I am sorry to hear about your experience with our company. I reviewed your account and I will walk you through how the process works.  You had signed up for a trial that consisted of 3 bottles of Garcinia, a 3 month supply. I am sorry this was mis understood when ordering. We are all human and human error happens every day. Yes! It is very frustrating and only thing I can do from here is make the rest of your experience as good as I can. I do see you spoke to a couple different agent. The notes do support what you said. You were issued an RMA number, and I am only assuming you mailed the product back. What happens from that point is: Once we receive the package back, the process takes 7-10 days. Why is it so long??? It is just the realistic time period. When did you send it back? Please call our customer service Friday late evening to check the status of your refund. One of the agents can look it up and see if any thing has been posted to your account . If not, personally contact me Monday. My email ** *******************************   I am the director of the company, and will do my best to help you. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a diet pill live skinny , the ad said free bottle you pay $4.95 for shipping. Live Well took $4.95 out of my account. Sent me a confirmation e-mail with product and cost on 8/19/2013. I never received anything. Then Live Well took $ 148.00 (this was a pending on my checking account). I called Live Well spoke to a ****.8/28/2013 at 6:44 pm. I was told I read the order wrong and that is why the $148.00. I told her I would return the package when I received it, not opened. **** said it I would have to get a ** ****** and it would cost me $22.00 to return it. I asked what the managers name was so I could call back the next morning she hung up on me . On 8/29/2013 at 1:24 am the time $148.00 was withdrawn from my account, at that time Live Well placed a second order in my name for same product at a cost of $148.00. I called Live Well back and spoke to *******, on 8/29/2013 at 12pm who claimed to be the boss . ******* was very rude said same thing **** said , claimed I did not put my apt number on the order that is why I hadn't gotten the pills. I asked her supervisors name she said she didn't have one. I asked her where they were located and she hung up on me. I called the USPS here i* **** ****** . I spoke to *** .I gave him the tracking number. *** ran it said that number had been logged but no package had any activity on it. *** said the tracking number was logged but never put on a package. This happened in Bosie ID.

Desired Settlement: I would like the $4.95 and the $148.00 returned to me and I want to send the package back and not be charged $22.00.

Business Response: I am sorry for your experience with this company. I verified with usps regarding this package. I went ahead and refunded the 148. You should see it hit your account in 24-48 hours. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been calling since July 9, 2013 about a refund. I was told on July 18 that my refund was coming. It is now August 27, 2013 and I have yet to receive my refund and I am getting very irritated. I have contacted LiveWell at least once a week since mid July. If someone could please overnight my check that would be greatly appreciated.

Desired Settlement: Please contact me for an updated address to ship overnight a check.

Business Response:

I am sorry things have not been done up to your standards. Your check was re issued Friday and in the mail for pick up this morning. We also don't provide tracking numbers for those. We mail standard united postal service. We only provide tracking numbers for actual packages. I am sorry ****** did not get back to you in a timely manner. 
Have a wonderful day. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Please don't have your employees******** tell me that they can provide me with a tracking number, a check number, and a follow up call if they can't do it. You guys keep promising me things (follow up calls, a CHECK), yet nothing has been accomplished. I am very upset at the way this has been handled. 

Very disappointed,

****** ****

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a 12 day trial with said company when on the 10th day they charged my account without my permission, a cost of $69.95. On the 10th day I canceled my subscription but still was charged. When I went to call them I was treated so bad by costumer service that I could not believe it! They were not interested in resolving my issues and they very rued to the point of hanging up on me. I placed several calls and was treated the same. They would not refunded my money and would and not even take my calls to resolve my issue. This Company is misleading , rued, and not very nice . I was never cross with any of them and can not believe they can get away doing this to people. This is fraud and should be dealt with so it dose not keep happening to others.

Desired Settlement: $69.95 and if I could get a RMA# so I could send them there product back it would be nice. Since they would not take my calls it was a little hard to get RMA #

Business Response:

Hello....
I am reviewing your complaint and your account with Live Skinny. If the reality is you were treated that poorly than I will make sure this is addressed. As I was reviewing your account I did see you were issued a 50% refund on the 6th. I do understand your frustration with your previous agent experience. Again this will be addressed immediately. I pulled the phone calls to listen to the treatment you received. Again sorry you were not helped in more of a professional manner. However, the last call went really well. You both came to a mutual agreement and you seemed a bit more satisfied . The trial you participated in was a 10 days trial, not a 12. We have never worked with a 12 day trial. I would just like you to have a better understanding of every thing. The last thing I want you to think and feel is that we are a scam. That is the last thing we want. The product we carry is one of a kind and amazing and loved by many. I just wish you would of had the opportunity to try it longer. Anyway, the terms and conditions are listed in size 14 font right next to the check out box. This is not hidden by any means. We are all human and I am guilty my self of doing the very same thing. Goodness I still find myself skipping over term and conditions.  I am going to issue you a refund for the remaining balance. You should see it hit your account with in a couple days. Don't even worry about sending the product back. I don't want you to have to go through any more of a hassle. 
Notes below are notes in your account that I copied and pasted
********** ******* By LivewellCS 7 - Refunded - $34.98 Trans-ID* **********
********** ******* By livewellcs2 Live - Main Product "LiveSkinny 30 Day System (Delay Pay)" was placed on HOLD
********** ******* - LivewellCS 7 - Issued customer credit %50 to keep the product. Customer said that she was treated very rudely, yelled at, and hung up on. Apologized to customer and gave customer credit. Explained it will post to her account in 3 business days.
********** ******* - livewellcs1 Live - cust called to ask why she was charged. i explained exactly what she was told before this account is closed nothing more.
********** ******* - livewellcs2 Live - cust called wanted to put on temp hold until she has a longer time to try both her and her husband are trying product, i suggested the 90 day plan with supplements she will call back next week cs2

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a 2 month supply of pills for $4.95. I got the pills with no letter indicating that if I didn't reach them, they would go ahead and charge my card. I was told today that they actually tried to charge my card twice. I bounced checks and do not want these charges. Supposedly there were terms and conditions online. I didn't see them at all and like I said was not informed that my account would be charged 10 days later.

Desired Settlement: I want my money refunded of $133.20

Business Response: Hello,

I am sorry for your frustration. The terms are right under the check out box and under terms and conditions at the bottom of the page. The site you ordered from is www. liveskinny,com/garcinia5/
Feel free to go back and check it out for a little bit of peace of mind. I understand things like this happen, and I am more than willing to help you on this. The trial offer you participated in is a 10 day trial. If we don't hear from you by the 10th day we assume you want to further your program with us. On that 10th day the company went to with drawl the 148 and it did not clear, it was declined. At that point the system will automatically re bill a couple days later at a discounted rate. 10% off to be exact. 
This is what I am able to do.....
I can issue you an RMA number (return number) and you send the product back. Typical process is we do not issue a refund tell the product has been received and we do typically charge a re stock fee. I am going to go ahead a refund you with out getting the product first in good faith that you will send the product back. I am willing to knock the re stock fee down to 14.95 vs. 24.95 to 50. depending on the amount of bottles. So your total refund would be 118.25.
Let me know if you would like to further this refund process. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They e-mailed me today, I mailed the product back on Tuesday and they said they will be refunding me $118.20, however, when I called the company on Monday, the man I spoke with said I would be getting the full refund. I called today and she said there is nothing they can do. I had to pay for my error in not seeing the disclosure, but your company didn't have to pay for his error in not disclosing that I would still be charged a restock fee. I told the woman today I will accept the $118 as my rent will be short if I don't, but I can't believe you made me send the product back, even though it said 2 months supply for $4.95, I had to pay for my own shipping and your still keeping a fee. Your company is bogus, I will tell friends and family you are scammers and not to order from you and I can't believe *** ** sponsors you, which is how I heard about you. I see how companies like you make your money, by scamming people. Refund my money and remove my name and card from your files.

Regards,

***** ******

 

 

Consumer Response:

Better Business Bureau:

 

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

 Thank you for refunding the restock fee. When I first called, I spoke with a man who informed me that I would get my full refund. All he said I had to do was return 3 bottles. Or he said I could keep them for $79.00 and he'd refund the rest, I said no, I'll return the 3 to get my full refund. Not once did he say there was a restock fee. Only when I received the email that I'd get the $117 refund and then I called again was I informed. Since the initial call was made and he didn't mention any fees, I'm sorry I do not recall his name. I really appreciate you refunding the fee, but I got a new debit card since I was afraid my card would be used again, so I don't know if it will go into my account, or since it's a checking account, it will be applied. Otherwise you can mail me a check, I'd appreciate that and thank you for going above and beyond to refund me. 

 

 

I appreciate 

Regards,

***** ******

 

 

Business Response: Hi there!

I am happy to help :)
I looked up the refund transactions and on our end it shows it went to your bank successfully. IF it doesn't show please email me personally so I can get it taken care of in a check form. ** ***** ** *******************************
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/22/2013 I ordered a trial free sample of garcinia cambogia on line and paid $4.95 for shipping. trial was to a thirty day supply which should have been one bottle of 60 capsules. I received three bottles in mail. tried to email live skinny and received email back that email was unattended to call 208-336-1127 for customer service. Called twice on8/29/2013 waited 8 min. on first call. Left message about to many bottles and asked what to do. A rep. from co. called back the next day and said that I was to late to cancel the two extra bottles my credit card was billed $98+. gave me a return #247256561056794 I had to pay postage and $24.00 restocking fee. I did not order 3 bottles and think this is a sham.

Desired Settlement: refund of $98+ and postage to send extra bottles back to live skinny plus this co. to stop these fraudulent practices.

Business Response:

I just received your complaint and I must say I am sorry for your experience at this point. Basically what I am seeing is you did participate in the garcinia trial. That trial is a 10 days trial and is not typically offered on our regular live skinny web site. That offer was a promotion through an affiliate. Basically through the survey or the pop up you went through directs you to the garcinia trial web site, which is www.liveskinny/garcinia5/ 
The order page, the check out page is www.liveskinny.com/garcinia5/order.php 
I am sorry you were not able to see the terms and understand exactly what you were signing up for. 
My agents are trained to follow all policies and procedures and that is why the agent you spoke to charged the re stock fee etc...
So what I am going to do at this point is issue you a refund.  I have a few questions though regarding the account. Did you ever send the product back? 
You should see your refund in roughly 2-4 days. Again I am sorry for all the mis understandings.  If you have not sent the product back, then please do. Thank you. 
  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/11/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Around ****** ******** I order live skinny three days later I called in to liveskinnt cancelling my order the agent said she cancelled my order then she hung up on me I called the very next day talk to another agent to cancell my order she hung up p on me called the next day some lady told me I only had seven days to stop my order I told her I stop my ordertwice and she hung on me I cancelled my order three times and left them an message too return my hunder and seven dollars back in my account

Desired Settlement: Ye$s then saturday ithey sent me more firstshipment was 8-20-2013 second shipment was 8-29-2013i was well withthe grace period I made three attemp tostop an seven dollar order they took hundred and seven need my hundred AN SEVEN DOLLARS BACKPlus I left them my phone no no call yet

Business Response: We handled this yesterday.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Wednesday 08/28/2013, after rounding up with a visit to my ********** account, a survey appeared requesting my gender, age range, where I was accessing the site from, the likelihood of returning to the site, etc. Upon completion of the survey, a congratulatory message appeared entitling me to a 'free Garcinia Cambogia Pure Advanced Slimming Formula - 60% HCA Extract 1600 mg/Day Per Serving - Premium Quality - 100 % Natural Effective Weight Loss Supplement - 30 Day Supply - 60 Capsules Per Bottle'. I only had to pay for shipping. I didn't need it, but my colleague, MARIAMA WILSON(3017937153), who was relieving me, sure needed it because of her weight. I proposed it to her and she accepted. Shipping was just $4.95, so I paid with my Capital One Credit Card, entered the billing information and asked for it to be shipped at my job address at ***** ********* ***** ****** *********** ** *****. She again relieved me last Wednesday 09/04/2013 and I told her the Garcinia Cambogia had not yet arrived. Then today, upon checking my yahoo mail I received the following message:"Order ***************** ******* ************* *** ********** ******* **** *****,Thank you for taking the time to try our clinically proven and doctor endorsed Garcinia Cambogia. This charge is in agreement to your trial period ending and joining our preferred LiveSkinny program.Ongoing Customer Support:With your order today LiveSkinny provides nationally certified weight loss coaches that will provide 2 personal one-on-one weight loss support sessions per month, as well as guides and tips to help you reach your goals.Studies show that people who have a support system typically lose up to three times more weight than those who don't. So call today to begin your LiveSkinny consultation at 1-208-336-1127 M-F 8:00am -5:00pm MST.Directions For Use:Garcinia Cambogia - For Adults, take one (1) capsule two (2) times daily, preferably 30 minutes prior to meals.LiveSkinny works because it doesn't restrict your lifestyle and fits into your daily habits. You won't suffer from hunger or cravings.Ongoing Customer Support:With your order today LiveSkinny provides nationally certified weight loss coaches that will provide 2 personal one-on-one weight loss support sessions per month, as well as guides and tips to help you reach your goals.Studies show that people who have a support system typically lose up to three times more weight than those who don't. So call today to begin your LiveSkinny consultation at 1-208-336-1127 M-F 8:00am - 8:00pm, Sat-Sun 9:00am-5:00pm MST.Keys to SuccessUSE LIVESKINNYGet in the habit! Remember to use LiveSkinny everyday and soon it will become second nature.HYDRATEDrinking water helps increases metabolism burn calories and flush unhealthy toxins from the body. GIVE LIVESKINNY TIME TO WORKDont get discouraged if you dont see the results right away. Everyone loses weight at different rates stick with the system to see the results.Other LiveSkinny clinically proven weight loss products Charges will appear on your credit card statement as LIVEWELL (208) 336-1127. If the LS Garcinia Cambogia did not meet your expectations we will replace your purchase with another LiveSkinny clinically proven weight loss product absolutely free. ** This is an automated message. We ask that you do not reply to this email. Please print out this e-mail as a record of your order. Your order is estimated to arrive within 3-5 business daysBill toFRITZ ETAH18808 SPARKLING WATER DRIVE GERMANTOWN, ** *********** ****** **** ******* ********* ********* ***** ***** *********** ** *********** *********** ** **** ***** ******* ********************* ** *** * ****** ******* ******************* ****************************** *** ******* ********** *************

Desired Settlement: Not only have I been billed for the capsules I have not received ($4.95), I have been equally billed for water I did not order ($148.00). There was nothing like trial period on the online form i filled. I request the refund of $152.95 plus charges, ** ****** ******** ***** ** ********** *** ********* ***********

Business Response: Thank you for stating your concern....as you did with me on the phone yesterday. I thought this matter was resolved. I refunded 148 dollars yesterday.  I am not going to refund the 4.95. That was a charge you meant to pay. No arguments on that. 

You will see your refund 24-48 hours after I issued it. So give it another day or so....
Have a GREAT day :) 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

You will hear from me if Livewell Water doesn't meet its promise. 

Regards,

 

***** ****

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have told this company FIVE different times to stop contacting me. They have continued to contact me no matter how many times I tell them I don't want their product. I don't want it now, I don't want it later, I don't want it EVER! I just wish they'd STOP! I have seriously considered changing my number over this matter; it is rude, inconsiderate, and FRUSTRATING!

Desired Settlement: Just stop contacting me; that is ALL I ask. My number is 206-265-0797; please just TAKE IT OFF YOUR LIST! Better yet, put it on your DO NOT CALL list! I'm tired of you bugging me!

Business Response:  I am concerned about this because we do not call out bound...what so ever. I have had a few other types of calls regarding this, and it has turned out to not be us. It is a company claiming our name. I am trying to get to the bottom of this. If you are getting calls from numbers other than *********** then they are not us. I am sorry for your frustration. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: LiveWell LLC aka LiveSkinny.com offered me a free trial after filling out a survey online. It was advertised as a free bottle to try and the only commitment was to pay shipping for $ 4.95.After saying yes to this "free trial", my cell phone started to get calls every hour until someone answered by a telemarketing company asking me if I am happy with the shipment. I had not received the shipment yet but realized quickly that they were shipping more than my "free trial" and when I asked them not to ship it, they said I would have to call back when the bottles arrived to receive an RMA# to ship back at my . I called back after receiving the bottles for the RMA#, and at that time was told that there was no record of my conversation and that I can ask for the RMA# but I will have to pay for a restocking fee of the bottles that I didn't order plus shipping. And that they would offer me a discount of this restocking fee at $ 120.00. WheThis is a scam and I do not want to see this happen to other people who fill out reputable surveys on a regular basis. The "free trial" offer is misleading and the only way to stop from being charged hundreds of dollars is to cancel the card that you used to pay for the $ 4.95 shipping.Another issue is that with the first phone call, when asking them to cancel the order, the telemarketer continued to ask us to refer to the "terms and conditions" that we agreed to by clicking yes to the trial. Clearly, it is impossible for a survey taker to reference back a website in which there is no email confirmation of the terms and conditions nor are they posted on their website www.liveskinny.com. This is an internet scam intended to continue to bill credit cards for bottles that are never requested and turn the conversation around on the customer so that they are confused as to what was originally agreed to without any documentation that can be referenced as it was an advertisement disguised as a survey that pops up from www.mlb.com, www.yahoo.com and other site.

Desired Settlement: I would love to see the $ 4.95 refunded but will not disclose any other credit card to them in fear of unauthorized charges.I would like to see their business practices change and for them to refund other survey takers and "free trial users" who did not stop the charges fast enough and were victims of unauthorized charges

Business Response: *****

Hi my name is *******, I am the director here at Live Skinny. I felt completely shocked reading this complaint. Why??? First, we never handle business that way. We pay a confirmation center to confirm all orders....THAT IS IT.  They are not to try and sell you more things or call several times. That to me is unacceptable. I am glad to hear this feed back so we can better our service to others. As far as the trial offer we offer. Yes! I understand it can be frustrating. All trial offer are frustrating in their own ways. **** we have a couple different trial offers. I am going to go over the trail offer you participated in so that you can try to understand it or at least become a little bit more comfortable with it.  The site you were directed to after completing that survey was:
www.liveskinny.com/garcinia5/
The actual check out page where you enter your credit card information is:
www.liveskinny.com/garcinia5/order.php
The terms are in two spots. On of those terms are right next to where you actually enter your credit card info. The other is on the first page at the bottom of the page under terms and conditions. I will admit the one on the first page is easy to miss, However the one on the check out page is in size 14 font. I understand we area all human and make human error. When we hear "free Trial" we as consumers trust that it is going to be free, so we don't always read things, and for that I AM SORRY. I would like the opportunity to make this situation better. We are not a scam and I really am sorry you feel that way. 
One last thing..... you stated you wanted a refund of $120.  We only charged your card $97.68 then the $4.95. Is this not correct?

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife answered a survey and received a "free" one bottle sample of Garcinia Cambogia. Nice idea since this product is well supported by *** *** *** ** *********** **** ****** shipped 4 bottles. We were to receive one bottle and a trial period. Not so. Trial period ended shortly after the 4 bottles arrived at our home. Called LW to return excess. Guess what, there is a restocking fee and before the trail period ended they used our credit card information to bill us $145 for the extra three bottles. It seems LW's trial period started with the ship date not the date we received the product. We called customer service and talked to Jane. No help. I asked why 4 bottles were shipped instead of the "free" one bottle sample she said we ordered it. Not so. Asked for our money back and she said "normally our re-stock fee is $50 but we will only charge you #24.50 since the trail period is over AND we had to pay for the return of excess product to get any reimbursement.Here's the scam... Live Well makes $24.50 (return fee) for every bogus order. This order is exactly that. I called customer service a second time and Jane answered the phone. Asked for a manager and Jane said one would call back. Never happened - didn't think it would actually but thought I'd see what would happen. I called four more times during business hours and customer service never answered the phone. Utimately I called my credit card company, lodged a complaint and received a credit for the entire amount.Beware - Be Advised before you fill out a "free" sample form. It wasn't free not by a long shot.

Desired Settlement: Full refund plus the cost to return the product not ordered.

Business Response: I am sorry for your frustration. I am not sure where this survey is coming from but we are not promoting any survey. My agents do the best to handle all types of issues and that is not one we even typically deal with. I reviewed your account and have decided to refund the other 25. I, however, am not able to do any thing as far as shipping. I'll leave the decision up to you whether you send it back or not.  I am sorry things had to come to this. The product is amazing and has worked wonders for me. It works :) 

You should see the other portion of your refund in a couple days. The other refund was already issued  on the 23rd of August. 
Have a wonderful day

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took advantage of their free bottle of Garcinia Cambogia for $5.00 on their website and was charge $143.00 not even a week after receiving the product. When I called (twice) I was offered the product at a reduced price of which I cannot afford and would have never participated in the free offer if it had been made known to me at ANY point during ordering, on the confirmation email or any of the literature that accompanied the product. They offered to accept the additional bottles back but wanted to charge a restocking fee. NONE of this information was given to me prior to calling the company. WHen I asked on both phone calls to speak to a superior I was told that they had no superior, that they were the highest rank available.I am going to return the excess product and place a dispute on whatever charges I incur.This was the WORST online shopping experience I have ever encountered and they should be penalized for such deceptive practices.

Desired Settlement: I just want my $143.00 back. They can have their product.

Business Response: Hello

I am sorry to hear your frustrated. I would love to walk you through things and try to come to some resolution on things. Let me begin by reviewing the trial offer you participated in, then we will go over our policies and procedures, then figure out where to go from here.
The trial you participated in was a 10 day trial. (www.liveskinny,com/garcinia5/). The company is confident our customers will be pleased with the product and that is why we send the bulk of supplements. If we don't hear from you by the 10th day to cancel, then we assume you would like to continue at the bulk discounted rate. 
When you called, yes, you did speak to a couple different reps. They were following the policies and procedures as required to hold a position with company. A few of those policies are; Always give the customer the option to keep the product at a discounted rate. If they decline then we go over the steps to refund. At that point they issue an RMA number and go over the return process. There is a typical re stock fee of $50. We do have some flexibility on discounting this fee. The second call you made to us, you spoke to an agent and requested to keep the product and get 60% of your money back. We honored that price for you with no problem. 
I understand you are upset, I understand you don't like the way we do things around here, but there has to be a level of accountability here. The terms are listed right below the check out box and under the terms and conditions towards the bottom of the home page. We are literally more than willing to help you, and have been more than willing. I'm not sure what more I can offer at this point. After a customers opens up a dispute with their bank, it is no longer in our hands. 
If you have not yet actually made a dispute with the bank let me know and we can still work together finding a solution to the problem.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I used https://www.liveskinny.com/greencoffee2/index.php to purchase a free trial bottle of product for $2.95 on 7/1/2013. On 7/11/13 my credit card was charged $148.00. For a product that I did not order and had not received. After receiving the product I called the company and I was informed that by ordering the free sample, I entered an agreement to order more products. I have a few complaints. #1 The add is very misleading on the site, it is very difficult to see the agreement that that company said that they have without a very good search on the https://www.liveskinny.com/greencoffee2/index.php site. It should be made clear that that is what you are entering in. #2: When review the site for the terms and conditions, it does not say that they would charge my credit card $148 a week later. What I was charge was not consistence with their term & conditions. #3: when I called them customer service was really rude and told me that if I returned the product, I would have to pay restocking fee of $24 and return shipment was at cost to me.

Desired Settlement: I would like a full refund of the restocking fee of $148 plus the $6 of shipping the product back which is and not restocking fee. The total refund should be $155. I would also want this to be noted for this company.

Business Response: Did customer ever send product back? I show an RMA was issued, but no further info on account. Doesn't show any product was received, so no refund has been issued. I have no problem issuing a refund, but we do need the product back. If product was sent back, is there a tracking number? If I can verify it was actually delivered here, then I will issue the refund immediately. Also I have no problem refunding the total amount, but not able to pay for the shipping back. There has to be some accountability in this situation. I would be waiving the total re stock fee, but not able to pay for the shipping to come back. The order was placed by customer and even if it was the one bottle she decided to not continue with, she would still be responsible to pay for shipping to get it back to us. I am sorry for all the frustration, but will do my best to make this right 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Did customer ever send product back? I show an RMA was issued, but no further info on account. Doesn't show any product was received, so no refund has been issued. I have no problem issuing a refund, but we do need the product back. If product was sent back, is there a tracking number? If I can verify it was actually delivered here, then I will issue the refund immediately. Also I have no problem refunding the total amount, but not able to pay for the shipping back. There has to be some accountability in this situation. I would be waiving the total re stock fee, but not able to pay for the shipping to come back. The order was placed by customer and even if it was the one bottle she decided to not continue with, she would still be responsible to pay for shipping to get it back to us. I am sorry for all the frustration, but will do my best to make this right

Answer: Yes information provided below

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

That is the tracking number. It was shipped through the US postal service and it was delivered on August 19 at 9:23 am.

Regards,

 

****** *****

 

 

 

Business Response: Thank you.... 

I submitted the information and a check will be in the mail Monday. The total refund is $148.00. Expected time to get the check in hand.... 3-5 days. 
Thank you very much

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Consumers beware! This company should be ran out of town on a rail! Website claims try product for FREE just pay shipping. This is how they get your credit card info. Sells under name Live Skinny, bills under Live Well Water, LLC. Claims policy clear obout 9 days to cancel REGARDLESS if you have received the product in the mail, REGARDLESS if you had time to take it to see if it will work for you, and REGARDLESS if you want the product or not! On the 9th day after you ORDER the FREE trial you are billed $148.00 on your credit card. Argumentative when you finally reach a CSR (customer service rep.) the website will not respond since it is unmanned and you HAVE to contact a CSR. Told me 2 ways to dispute this, both involve returning the product and paying shipping costs again will get 50% of cost back upon processing of return, then pay $29.95 restock fee also. I told her I will take this to my bank they will handle it. She (******) said if I make a complaint they have a 96% win rate and I will probably receive nothing back. When I disagree and try to express how I feel this is BS I am told how "unprofessional" I am! I disagree...this company is unprofessional and consumers are being taken advantage of. I am disabled, living on a TIGHT budget and I want ALL my money back! I would have NEVER gave out my card info if I thought I would be scammed like this. I see now they send a vitamin supplement with you paying only shipping charges, then they bill you for $148.00, then you return it and pay return shipping, they then charge you 50% and the re-stock fees and you are left holding the EMPTY BAG! RIDICULOUS what else can you call this but a scam! Plus I have spent all this time to file a complaint!

Desired Settlement: I want ALL monies refunded immediately back into my savings account! Time is of the utmost essence! Total cost of $148.00 plus BOTH shipping charges! Plus this needs to be aired on TV and on all websites about this company! Who knows it may have a good product or may not but the way they conduct business is ALL WRONG! Just take take take...

Business Response: I am sorry for your experience at this point. 

There has to be some accountability in the matter.  The trial you participated in clearly states right below the check out box the terms and what you will be billed. I understand ever one has human error and I am more than willing to help you get to the bottom of this. The site you purchased on is www.liveskinny.com/garcinia5/
I am sorry you feel the way you feel about the company. The last thing we are trying to do is scam or make you feel like we are a scam. My agents have policies they have to follow as well and the re stock fee is policy. I am the director manager and what I have decided to do at this point is refund you in full. Whether this makes a difference or not, I just refunded the whole amount. You will see a credit for $4.95, and the other for $148. As far as the product and sending it back. Do with it as you please. I'll leave that decision up to you. I am not able to pay for shipping, so again do what you feel is best. Please make sure next time you participate in any thing over the internet that you read all the fine print, look on all pages and make sure this never happens again. I have had a situation like this happen to me and it is beyond frustrating. So person to person...I am sorry.
You should see your refund in a couple days hit your bank. Typical process is...our processing center takes 24-48 hours, then once it reaches your bank it goes through a quick approval process. So I would say 3-5 days. 
  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9682020, and find that this resolution is satisfactory to me.  

I would like to add for the manager/director:  Yes human error is inevitable.  I sent back ALL your product day before yesterday minus 2 capsules.  Your terms and agreement plus your CSR leaves a lot to be desired (my personal opinion).  I truly wanted to try your product for weight loss and energy for myself and then purchase for my 27 year old daughter since she is so miserable being overweight, but that is besides the fact now isn't it.

Also I would like to add person to person, "Thank you" for refunding my monies and being a decent human being.  You know the feeling you just gave me can't be replicated by machines or robots, its nice to deal with a real human who can relate and be forgiving. 

 

Sincerest regards,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a "trial" of the product LiveSkinny Garcinia directly from the company (on-line) and was sent 4 additional bottles. My credit card was charged the delivery fee of $4.95 and then an additional fee of $148. I contacted the company to find that written DEEP into their Terms & Conditions is a 10 day trial period with a restocking fee for remainder of the bottles (if returned) I was 'given' a DISCOUNT of $74 to keep the product.I feel that this is a SCAM and they should not be allowed to trick a consumer into trying their product..risk free..etc...only to find out you have in fact purchased their product with only a 10 day trial and FULL purchase.

Desired Settlement: If a full refund is not possible, I feel that consumers NEED to be told from the beginning about the purchase. Obviously, they have found a LEGAL way to SCAM consumers.....

Business Response: I went in and refunded the other 74.

I am sorry for your frustration and we had no intention to come across that way. Our true goal in this is to help people.... to assist in weight loss, health and fitness. I wish we would of had the opportunity to help assist  you better. 
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

However, I also feel that their trial offer SHOULD note acceptance of their Terms & Conditions BEFORE the consumer purchases the product NOT along with the trial offer and its "restocking fee".

 

Regards,

 

 

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

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told back on July 19, 2013 that my refund of $98 plus $35.05 would be refunded to my account. It has yet to be done. I received a transaction number. When I called my bank they stated if the transaction does not show pending in my account then I need to get ahold of the company because something is not right. I called and after waiting for several minutes spoke to a woman that said it could take up to 30 days. I have waited now 5 weeks (almost 6) and nothing is showing pending. This is absolutely ridiculous. I shouldn't have to come back here to get my issues resolved. There should be a quicker way to get in contact with this company to resolve problems. I expect to see my transaction by the end of this week or I will continue to file complaints.********* ********** ***** ************ ************ ******** ********

Desired Settlement: I expect the entire agreed upon amount refunded** ****** *** **** ($133.05).

Business Response: Hello

Oh gosh... Yes, I reviewed your account and your absolutely correct. Your refund should have been issued weeks ago. I am so sorry for the delay in this process. Basically we work with several processing centers and the one your purchase ran through had some big delays on their processing vs our other which only take days. So we discontinued our services with the company and began issuing checks to all customers waiting for a refund through that particular processing center. On our end the agents see that your account was refunded and they also have to follow all policies and procedures. This is definitely our error and again I am so sorry this was not caught in tell now. I am going to issue you a check for the FULL refund, which is 148.  This process can take a few days. I will submit this to our accountant, she will issue the check and put in the mail the next morning, Thursday. ( She has left for the day already or I would do it now.) Then plan on giving it at least a couple days with the mail system. I know there are not enough sorry's to make up for the amount of frustration you are feeling, but I will personally make sure things get taken care of from here. 
Thank you 
 
Also if you want to talk to me personally......feel free. ** **** ** ******* ** I am the company manager. *** *** **** ************ and ask for me directly or we can communicate via email which is *******************************

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a message that appeared to be from my daughter advising me about this "supplement" and signed up for the free trial based on the recommendation. After talking to her by phone, however, it was NOT sent by her and was apparently spam masquerading as an email.When I signed up for the free trial, I was told that I would be charged $4.95 and would have 2 weeks to evaluate the product or could cancel. Instead, I was charged the $4.95 and now 1 week later they have billed me for $150.I called to complain and to cancel and the customer service representative was extremely rude, actually yelling at me during the conversation. She refused to give me her name, said she was the supervisor and refused to let me speak with anyone else, and hung up on me without giving me any information about how to get a refund! It was definitely the WORST customer service I have ever received.I am returning the "trial" that they sent me, but I want to be sure that I am removed from their database, that I receive no further marketing from them, and that I have NOT been enrolled in any "auto renewal" program. Also, of course, I want the $150 charge reversed immediately. This company should be embarrassed by their predatory practices and their atrocious customer service!

Desired Settlement: As mentioned above, I am returning the "trial" that they sent me, but I want to be sure that I am removed from their database, that I receive no further marketing from them, and that I have NOT been enrolled in any "auto renewal" program. Also, of course, I want the $150 charge reversed immediately.

Business Response: I am truly sorry for the treatment you received and I will be following up on this to find out who the agent was who worked with you. Let's just step aside from the previous experience and come to a resolution that will be satisfactory not only to your self but for me as well. 

I am sorry for your frustration..... we truly have no intention on pro ducting business this way.   We state the terms and conditions under the check out box and under the link terms and conditions. I understand this can be over looked, but like I said that is not our intention. So what I am going to do from here is refund your money. It takes our processing center 24-48 hours to approve a refund, then typically your bank has to approve before it hits your account. So I would say 3-5 days is a good expected time frame to get this. 
Again I am sorry for your experience. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent for a free trail of Live Skinny and decided I did not want it I have been trying for TWO months to get some one on the phone and have waited more than 20 minutes each time I have called which has been every day between 12 noon to 4pm and have not been able to get anyone!!!!I am being charged for two shipments THAT I DO NOT WANT and I cannot get ANYONE TO TELL THEM!!!!I WANT A COMPLETE REUND AND DO NOT WANT ANY OF YOUR PRODUCT!!

Desired Settlement: COMPTELE REFUND OF TWO SHIPMENTS AND NO MORE SHIPMENTS COMPLETE CANCELLATION!!

Business Response: Hello

Iam sorry to hear you have no been able to get through to one of my agents. That is a rare situation and Iam sorry for that. I went back and reviewed your account. I stopped any future orders, ant future charges, and refunded the last two transactions. I am sorry again for your troubles. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was on the internet looking at different sites, and I was asked to do a survey, and I would get a prize at the end. I filled out the survey, and at the end there was a few prizes, one beingthe diet pills garcinia cambogia, it said you only need to pay for shipping, $4.95. So I putmy bank card in there and I first I didn't get a confirmation. So I called them and left a message. This was my second survey, as the first one sent me a confirmation, also a prizeat the end for $4.95 shipping but a different co. I get my diet pills supposedly from twodifferent companies, both sending 4 bottles. I thought that was the prizes. A week later,they charged $148 each company. I called Live Skinny, doing business as Live Well LLC and just got their machine and looping message. I have left 3 messages, without any return phone calls. I did not authorize this $148 charge, and I'm willing to return the products,to get my money back! I had the bank close my bank cards down. Both companies,the other one ********, made $148 charges without my permission and without me knowing. I was able to get a hold of ********, they have a different address,and it seemed like the call was transferred to another country. I asked to speak to the supervisor and they wouldn't let me, and I asked for the corporate address to send the product back and he wouldn't give it to me, he was bargaining with me to keep the product at half price. I am sending the diet pills back on that one but if I don't hear from them either, I am going to report them too! But back to Live Well,(Live Skinny) cannot get a hold of them at all. I am out almost $300 for the two surveys done on the internet. I also received a call today 08/20 woman called and said that this was my fault, I did this to myself. She wasn't going to help me and hung up on me! This is definately fraud, and not the right way to do business!

Desired Settlement: I would like my $148 that Live Well LLC(Live Skinny) took from my bank card, as I only gavethis information for the free shipping, hoping in getting a prize, not for my bank card to be misused and over charged! This is not right, for 4 bottles, that I could have gotten myselfat a store for $5 each. I did not authorize the transaction or get a confirmation for this,just saw the money removed from my account, when I went to check. I need this resolved!

Business Response: This situation was resolved. An email was sent with an apology and a full refund. I'm almost wondering if this was sent before we resolved the issue. 

Either way.... I am sorry for all the frustration.  

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I order this product that stated in their website video a 30 day money back guaranteed. But inside their website in small letters it said they will charge your card $150 usd within 7 days of your purchase.We reviewed the email and there is no where to be found this charge either. When they charged my wife at 1:00 am we immediately realized that we were tricked by this company and we immediately canceled our credit cards, although it was too late for my wife, we were able to cancel mine. We called first thing in the morning and requested a cancellation and a very rude lady told us there was a charge of $50 usd for a restocking fee.My wife told her, we will dispute it with the bank and she yelled at my wife that if we were already working with our bank why were we wasting her time and hung up on her. We rejected my wife's delivery with the post office and we are working with our bank on this dispute.But today I received a letter from this company stating that I owe them $102.63 for the product they never sent me because I canceled my credit card on time. They are threatening to send me over a collection agency for something I was never charged and they never sent me!!

Desired Settlement: I want this company to stop calling me. Stop their false advertisement and tell people upfront they will be charged $152 within 7 days of their order. And to desist any type of contact with us. I am not going to pay for something I never received and have not been charged for. There is already a Facebook page warning people about this company practicing false advertisements and dubious collection practice.

Business Response: I am sorry that you felt tricked. That is by far not our intention. 
You will not be sent to collections.... I can assure you of that. 
Have a wonderful day and again I am sorry for the treatment you received. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a trial bottle of LiveSkinny for $4.95. Called to cancel the trial but was charged $152 and sent 4 more bottles. Called to complain and was told there was no record of the cancellation and that it was in the contract. Was told that if I wanted to return it was a $50 restocking fee. I did not order this stuff and I called to cancel and it was ignored. They wouldn't let me talk to another person or a supervisor and hung up on me.

Desired Settlement: Want my $152.95 back NOW.

Business Response: Hello

I am sorry for your frustration. I am more than willing to work with you on this, just need a few things clarified. I don't show a return number was issued, or that we have gotten the product back. Did you send it back? If so will you provide me with the tracking number showing it was sent and I can go in a refund. I can't issue a refund tell we get this figured out. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would be happy to return the items.  They are unopened and still in the packaging they were mailed in.  However, I am not willing to pay a $50 restocking fee because I never ordered them in the first place, and $50 to "restock" is outrageous.  As a good faith effort I will pay for the shipping back to the company as long as my money for the items ($152) is refunded back to my credit card.  I'm not sure if they money can be refunded to my credit card, however, since I've cancelled it in fear of fraud.  The account is still open, but the card number is different.  This was  done because I called three times yesterday in an effort to get some kind of confirmation that my so-called subscription had been cancelled and was hung up on 3 times by the same woman, who refused to give her name or transfer me to a supervisor (she claimed she was a supervisor).  I had no choice but to cancel the credit card - I can't allow them to charge more money to it, since their shady business practices obviously allow them to do things like this.


In summary, yes, I'll ship the items back on my own dime after I've been granted a refund of $152 for items I never purchased.

Regards,

**** ******

 

 

Business Response: Hi there...

I am issuing you an RMA number, which you want to write on the out side of the package when you mail it back. I am more than willing to work with you on things and again I am sorry for your troubles. I was very disturbed by the treatment you said came from the agent you spoke to.... So, I pulled the phone conversation and listened so I could follow up appropriately with that agent. I do agree you could have been handled in a different manor on both parties.  The comment made by your self was un appropriate. My agent followed proper procedures by disconnecting the call due to that statement. I do understand your frustration on the whole matter and also understand we can all say things out of anger, I just wanted to make it clear on the reason my agent disconnected the call.  
Do you have a new card number I can put the money back on? Or do you want me to just mail out a check??? I will waive the re stock fee for you... I just need to know the way you would like them refunded.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

A message to the company:

I apologize for using bad language on the phone.  However, the associate's refusal to help me, her condescending attitude and being charged $152 for something I didn't want reached a very dark place inside of me and the F-bomb was inadvertently dropped.  I would be more apologetic if I hadn't tried to call back two more times, and, after telling them my name, was hung up on.  I'm sure you can agree that that definitely warranted some sort of an angry response.  Not my usual way of doing things, but stuff happens.  Thank you for returning my money.  I will return the product.  I would prefer not to give out my credit card number given the circumstances, but a check would be fine.  I appreciate your handling of this situation.  I wish I could say it altered my opinion of the company's sales strategies, but it really doesn't.  If you want repeat customers, all you have to do is sell a good product at a good price and offer good customer service.  Resorting to underhanded tactics to "trick" people into paying more than they thought may make a lot of money in the short term, but those people will never willingly do business with you again.

 

Regards,

 

 

**** ******

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid s&h for a trial and ten days later was billed $148 in addition to that amount. When I called they told me I was supposed to call and cancel if I didn't want the additional charge for product. I was looking for this information since I am aware this is how these promotions work and did not see this information. They told me this information was in the terms and conditions but it must have been well hidden because I looked for this information. It is not given anywhere else on the website or the paperwork that came with the product. They hide this information and don't give you enough time to try the product to even know if you want to keep using it. If this was such a great product then why hide the cost or the customers need to cancel quickly? This may be legal but it is far from ethical and there is no way I would pay $148 for this product if I had the choice. They should be made to state in a CLEAR AND OPEN manner what the terms of this trial are.

Desired Settlement: I will happily return unused portion if they will refund the $148 I didn't knowingly approve of.

Business Response:

This is the rma number you will need to send the product back. The address is 1109 W. Main St. Boise Id 83702
*************** (Make sure to write this on the out side of the package)
Typically we require customers to return the product before we issue the refund. However, I am going to go ahead a refund that today in good faith you will send the product back.  
I am sorry for your frustration in this matter. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 29, 2013 I purchased the LiveSkinny product for the trial period. The bottle of 60 tablets was to last 30 days. However, my trial only was to last 7 days from the date I placed my order, which meant I had the product for 2 days before my debit card was charged $148.00. I had to cancel before then according to what the answering representative told me. I asked about removing myself from their list and was told I would still have to pay the $148, but if I sent the remaining product back I would receive a $98 refund as there was a $50 re-stock fee. I said this was complete nonsense and the representative hung up on me. I called back and started over with a new representative and went through the whole thing all over again. She told me she had cancelled the order that was supposed to be sent the next week and removed me from their list, but I would still be charged $148 if I kept the rest of the bottle, or the $50 re-stock fee if I returned the product. She said I had ordered carelessly and had not read the terms and conditions so I pulled them up on my computer. I asked them where I could find this in their terms and conditions. The representative told me she didn't have access to a computer with the terms and conditions and couldn't help me find this in their policy. Finally she gave me the RMA number required for return shipments and I mailed it on July 5. Yesterday I received the shipment that was supposed to have been cancelled. Additionally, my account has not been credited the $98 for the product returned. While I realize this may take up to 7 days of receipt of my return, it has now been 9 days.

Desired Settlement: If my account has not been credited within the next week, or if I am additionally charged for the shipment I cancelled, I would like a full refund, including the $50 restock fee that is not mentioned anywhere in the terms and conditions. If the $98 refund is issued and the additional product is returned without a fee, then this is only for BBB information.

Business Response: I do see that we got your first bottle. For what ever the reason may be that there was a mix up, I am so sorry. Quick question.... Have you mailed the other package back yet? I am more than willing to help assist you in this, just needed some clarification.  

Consumer Response:

****** ******** ******* * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ******** *** **** ********** **** **** **** *** ******* ** ********** *** **** ********** ******* ** *** ***** * ******** ****** *****. 

I returned the second shipment as directed (by writing "refused" on the package and my RMA number.  That was on July 15.  I called yesterday, during business hours, and was hung up on twice.  Today I spoke with yet another representative from this company (4th contact, finally a friendly person)  who could not confirm or deny the receipt of my return shipment.  I was told to call back in a week or so.

Regards,

***** ******

 

 

 

Business Response: The refund was for 98 and put in the mail today. Again sorry for all the issues.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Their was an advertising on facebook which *** ** is the spokesman regarding a weight loss pill Garcinia Cambodia. it said order you free bottle for $4.95 shipping so did and it also said try it for 30 days risk free that was a lie a week later they billed me 148.00 dollars they said that it was said in the privacy part of the page i didn't see it. but still they said 30 days risk free. i called on 8/12/2013 twice left message no response still monday no call so i called them really no symapathy i said i would return bottles and she said i can't put return to sender they won't accept it and also they are charging a $50 stocking fee. when i told her that that money was there for meds and other issues i am sick. they lowered the stocking fee to 25.00 which i can't afford either there are so many people on facebook who have spoken against this. i did not see on the advertisements that this company was the one selling this product. we can't allow more people to be fooled it doesn't work anyway i pray you can do something so that people in the future don't get tricked by the advertisement just because a celebrity Dr. is the spokesman. thank you for you attention.

Desired Settlement: the whole amount they took out 148.00 how many other people have paid this restocking fee that were not happy with this product

Business Response: Hello...

I am sorry for your frustration with our company.  The trial offer you participated in was on www.liveskinny.com/garcinia5/      The terms are listed in the privacy add and in the box below your check out process. I do, however, understand why you are upset. My agents are following policies and procedures and dropping it to 25.00 was more than an agent is typically allowed to do. I am sorry for all the mis understandings and the trouble this has left for you. The agent issued you an RMA number, again please mail the product back to us and I am approving you for a complete refund.  

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Live Well/Live Skinny advertised a free trial for their weight loss pills, which I was interested in. I agreed to pay the 4.95 for shipping and handling. When placing my order, I was asked if I wanted to add four additional items to the order. I selected "No" on each order and was directed to my receipt. The receipt, as well as the email confirmation, show ONLY the pills I DID order (for 4.95) and nothing more. When I checked my credit card history, I have three orders placed: the $4.95, an amount for $17.00, and an amount for $16.00. I immediately called the company and stated I did not authorize those transactions and would like them cancelled as well as a refund credited to my account. This was after hours, so this was left in a message to the company. Their answering machine stated I would be called back promptly first thing in the morning. Fast forward to the next morning, I did not receive a call, nor a credit. I called them and stated I would like to have the order cancelled and a credit refunded to me, since I did not authorize the additional amounts. The representative, *****, I spoke to began yelling at me. Stated the order had already been shipped the previous morning (I told her this was impossible, since I had not even placed the order until that night.) She then hung up on me. I called back, enraged and demanded a refund. Stated I didn't even want the pills for $4.95 anymore. I was disgusted with the company and didn't want to pay any money amount to them at this point. The gentleman, ******, I spoke with stated the order had unfortunately already been shipped THAT morning (not the previous morning) and there was nothing he could do. I could return the product, but then I would have to pay a $4.95 restocking fee. I said that was unacceptable, I did not order the two additional products. I did not authorize them. ****** told me there was nothing he could do and there were no managers available for me to talk to. The warehouse would not take my call, so I could negotiate the $4.95 restocking fee... and I am left with pills I did not order and a fee I demand to be reimbursed for. The pills arrived and they are sitting on my counter. I will not be taking this pills. I want them removed from my home. I will not pay to have them shipped back, nor will I PAY to have them restocked, since I did not order them, nor did I authorize the order to have been placed.This occurred the night of July 24, 2013 and the morning of July 25, 2013.

Desired Settlement: I would like a refund for the two unauthorized amounts of $16.00 and $17.00 returned to my account. I would like to keep the trial bottles and trial amounts of $4.95 and have no problem giving the company that money, but NO MORE, since nothing else was authorized BY me.I will NOT be taking the bottles of pills I did not order, someone can come get them, but I will NOT be paying for shipping or restocking.

Business Response: Hello

I am sorry for the mis understanding on every thing. I am not sure why the internet would have pushed those through, but as we can see the order is there. I am more than willing to help you on this, however, there are policies and procedures I must follow as well. You had signed up for a 7 day trial, at which on day 10 if you didn't cancel more product would be shipped to you. You did call and I did confirm this was stopped. I am willing to drop the re stock fees for you but can do nothing as far as shipping them back. I am willing to give you a refund on those two bottles and not charge a re stock fee....but I can not refund any money tell those two bottles are returned. For what ever the reason may be on why this order went through is beyond me. Very confusing.... I again am sorry. I will indicate this in your notes and if you decide you would like to return them, I will issue the refund. HAve a wonderful day

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Since the post office stated I could send the shipment back without having to pay shipping and handling, I will accept this offer. I will call to get my reference number and any other information I may require. Thank you for your response (very prompt!) I appreciate your willingness to work with me on this, considering no one else seemed to be of any assistance.

So this may never happen again, you may consider changing the format of your website to allow potential customers the option of cancelling their order online. OR, giving them more time to call (as in my case I called first thing the next day and was told my shipment had already been sent and nothing could be done, regardless of the fact I requested to cancel that night on the machine). Either way, this was a very frustrating and confusing headache, but I'm glad we came to a conclusion together.

Again, thank you for assisting me.

 

Regards,

 

 

 

 

 

 

Business Response: Please send all of them back. Typically the 4 bottles get's charged if trial is not canceled. I canceled your trial, but the package went out any way...so please do send that back with the other package we previously discussed. You were NOT charged for the package of 4 bottles. The rma is good for all of those to be sent back

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

 I just shipped out both packages with the RMA written on them. As this was all I received, I will want the $4.95 refunded to me as well. I sent out everything that was sent to me: two packages, one with two bottles of pills and the other with four bottles of pills. Nothing else was sent.

Again, thank you for your prompt response. Once this is all resolved and I receive my refunds, I may look forward to doing business with you again.

 

Regards,

 

 

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: LiveWell LLC offers a 90 day challenge trial. Supposedly can cancel anytime within a 10 day period with no obligation. Additional products were shipped and charged to my credit card after 9 days (initial trial started on 7/16 per credit card charge for shipping and handling when trial order was processed, received the extra products on 7/25), so didn't even have an opportunity to cancel before I was charged $152.95 and the product was shipped/received. Called to cancel the trial and return the additional products shipped and was informed that the terms and conditions on their web site (https://www.liveskinny.com/garcinia5/) were incorrect and the 10-day trial period was irrelevant, and additionally I'd be charged a $50 restocking fee if I returned it. The terms and conditions clearly state you have 10 days to cancel, and beyond that mention a $14.95 restocking fee or $24.95 restocking fee depending on the specific trial. Customer service associate refused to work with me despite the terms in their terms and conditions on the web site, so said I'd return the product anyway and try to resolve via BBB and the credit card company. Seller is not conducting business per their own terms and conditions, and customer service representatives simply did not want to work with me on the issue.

Desired Settlement: Would like the $152.95 charge for the additional products refunded as I'm returning the product, and as it was shipped/charged before the trial period even ended.

Business Response: Hello, 

I'm just going to take a moment to clarify a few things and get this situation resolved. It does look as if the trial you signed up for is the Garcinia 5 trial. The site is www.liveskinny.com/garcinia5/
If you read the terms and conditions on this site, that is where you will see the re stock fee on this trial. Yes, we have a few different re stock fees, and that is based on what trial you have done, or what product you are taking and the quantity that you have ordered. The trail you participated in is a 5 month supply.  You ordered on 7/14, and on 7/24 is when the account was debited. That is a ten day trial. I am sorry for the confusion on this matter, and any frustration. We are able to help you, with no problem at all. I do, however, need to charge you the re stock fee. Yes the re stock fee on this trial is 50...but am willing to knock this fee down to 24.95. That is the best I can do and it very fair. 
Here are the terms/and billing listed on the trial you participated in
 Products Offered / Billing for Products

LiveSkinny Garcinia Cambogia is manufactured in a GNP certified laboratory in the US.

100% Satisfaction Risk Free Guaranteed Offer, You are ordering a seven day evaluation of LiveSkinny Garcinia Cambogia today for just the price of shipping! We are so confident in the results of our product that we would like you to try and evaluate our product for seven days! Ten days after your order if you are happy with the product you will be billed the discounted price of $148. This is a one-time charge and will not be charged again unless you place another order. If you are not happy with our product within your ten day evaluation period please contact our customer service department @ 1-208-639-0989 to opt out of the five month weight loss package. Your order will be shipped within one business day to the address that you entered on the first page of the checkout. 

If your order is not approved for the full $148, we will offer you the product at a discounted rate of $134 or $98. We may attempt to offer you this discount until it is approved. Transactions that are declined and/or disputed may be charged a $35 service charge.

You will not be enrolled in any type of continuity program by ordering from this website.

Return Policy:

In order to obtain your full refund, contact customer service by phone or email and obtain an RMA (Return Merchandise Authorization) number to place on your package. Write this number on the outside of the shipping package, and send the product back to our fulfillment center at the address listed below, within thirty (30) days of the date you originally ordered the product. In order for your full refund to be processed the product must arrive at our fulfillment facility within thirty (30) days of the original purchase date and NOT be opened or used. You pay for return shipping. There is a $50.00 restocking fee for returns. This fee will be taken out of the refund issued. Once our fulfillment center has received the package and relayed the correct information to us, you will be issued a refund. Your refund will be credited back to your bank account, and may take up to 3-5 business days to show in your statement, depending on the speed of the processing bank.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. Still waiting for a refund in general after returning the product, so will watch for that full refund minus the $24.95 restocking fee as you have offered. 

 

Regards,

 

 

***** *****

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a free trial if i paid shipping... I got the product, paid for shipping... all was well. Then about two weeks later got hit with a $148 charge for products. I only wanted the free trial ... never in thier advertisement did it state that I would automatically get billed and shipped thier other products by getting the free trial. I tried to call and return the procuct and they are making me wait until I actually receive the product to return it with thier return number only to be charged a restocking fee... of something I don't yet have, don't want, and won't open. Poor advertising. Very wrong. Now my family is suffering because it has caused us to overdraft our back account. Never have I even receive an email from this company either. I am appalled... this is horrible. I hope I save someone the trouble. I wanted a natural herb to better my health and now I am so stressed. This was advertised on ****** ** and then all this trouble. Ridiculous!!! I was taken advantage of, and very upset.

Desired Settlement: I want a full refund. No restocking fee, I was taken advantage of.

Business Response: I am sorry you feel taken advantage of. That is not our intention what so ever. It looks as if the customer service agent discounted the re stock fee for you. Typically we charge the 50$ re stock fee, so she was very willing to help you out. This option is still available to you.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I'm complaining about the service of this company. I called because I paid 4.95 for a trial period of ten days I on July19,2013. Today is July 29, 2013 and they charged me 148.00 dollars and said the trial is within ten days. Today is the tenth day and they already charge my account even though I haven't receive the trial. I called to tell them they were very rude to me. I got hung up on two different time to explain my case and they did not want to hear it. They lady told me its not her fault that I didn't get it. She didn't care. This company is a scam and they are charging your card before the trial even gets to you. Very unprofessional and rude. No one should buy from this company. I was humiliated and shock that they don't care to please the customer. They whole idea is for the customer to try the product out and decide it they want to keep it but I haven't even receive it and they are charging me for this. This is unacceptable and I hope people read this so they don't have to got thought what I've been through.

Desired Settlement: I will like my money back on my card for the $148.00 for the additional product that they sent out for me to use and I have t receive the first one yet

Business Response: ********************** is the tracking number for the trial bottle

********************** is the tracking number for the 2nd package
I am sorry for the mis understanding on this. I am also sorry for the customer service you received. The employees have policies to follow and typically don't disconnect a call unless the call is getting extremely verbal. for what ever the reason was, I am sorry you were not treated better. The trial offer you did sign up for is a 7 day trial, and we bill on the 10th day. I will give some feed back on this matter, so this is more clear for other customers. The best thing I can do from here would be issue you an RMA number. You at that point would sent the product back to us. If you are not the one who received these packages contacting the post office is prob your best option. Based on the tracking number, it does show the packages were delivered and to your address which was confirmed. After we get your package we then can issue you a refund, minus the re stocking fee. Typical re stocking fee is 50. I am willing to go down to 24.95, but not able to go any lower than that. If you have already filed a claim with the bank we will not be able to go any further intell this matter is settled with the bank. Please let me know where you would like to go from here.  

Consumer Response:

Better Business Bureau: 

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

 I've been to the post office and they gave me the tracking number but was unable to assure me that the mail person delivered it directly to my house on my porch. At this point I'm at a lost because I haven't receive the first product and now other products in the way. Now one can seem to help me. You say it's 7 days trial and I saw 10 days trial. I already paid for the first which is lost somewhere at this point I don't want any of the products. I jus want my money back for 140.00 that's it. I shouldn't have to pay not kind of restocking fee because of you customer service was so horrible. They put the blame on me. Usually when you a have trial period the company sents you the information about the trial period through email so you have the information for your records. I'm very unsatified with your customer service and will never you this company again.

Regards,

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

 

Business Response: I am sorry truly for your frustration and I do understand how this can be frustrating. Please contact me if the bank dispute does not work out for you. Again I am sorry

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a trial order(had to pay for the S/H) Online which I received. Then I received an email ten days later stating I will be sent a complete order****** ******** for $152 which I did not agree to. The charge has already been charged to my charge card! The email they sent me mentioned an 18 day trial period and then I'd automatically be joined up - this information did NOT appear anywhere that I saw when I agreed to the Trial Order. I could not reply to their emails, tried Faxing them but that failed stating the* *** ******* *************** and phone calls are a recording where NO ONE EVER COMES ON THE LINE.

Desired Settlement: I think this bogus company (touted by Dr. OZ) should be looked into at the very least! Their practices are appalling. I will try to stop payment through my charge card company later today.

Business Response: I am sorry you had the experience you had with the company. I understand your frustration, as I have been frustrated in situations like this. The trial you did participate in is a 7 day trial, and we bill out on the 10th day. As far as the confirmation email, there was a slight error on our end and again I am sorry. I am more than willing to work with you on things. If you have closed credit card at this point or started a dispute with the bank, we no longer have room to work with on this, intel we get this resolved. Feel free to call back and ask for manager and we can further look into this

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 7/11/13 my wife responded to an on-line ad for Live Skinny Garcinea, a weight loss product of Live Wel** *** ** *** **** ****** ***** ****** She requested, on line, the advertised free sample, and gave them her credit card number to pay for shipping. On 7/21/13 she received an email stating that her 18 day trial period was over and charging $152.00 to the same card. She immediately called and said 1)she had not even received the free sample yet to try 2)she had received no notification of an automated order possibility 3) Clearly, it was also done after 10 days, well within their own message in the email of an 18 day trial. Their response was that she should have read the fine print (terms), as they have the right to do it after 10 days. They offered to "allow" us to send back the package when it comes, pay for the return postage, and they would "only" charge a $50.00 restocking fee (and keep the original shipping charge). Today I called and spoke to a person who identified herself as a manager (Brenda), and she explained that those were the terms and conditions, and bascically, too bad. She did offer to reduce the restocking fee to $14.95, but we still would have to pay return shipping. By her conversation, it was very clear this was not a new conversation for her, and she told me it was Company policy. Clearly this is a company that cares nothing about their reputation, and knows nothing about customer service.We would appreciate any help possible in getting the $152.00 charge reversed. Thank You.

Desired Settlement: refund the $152.00 Visa charge

Business Response: I reviewed the account and I do see the error in the confirmation email sent. The trial you did sign up for was a 7 day trial, but yes you got the confirmation email based on another trial offer. I am going to credit your account in full. This process can take 7 days on our end, and possibly another couple days from the bank. I am sorry for the mis understanding on every thing.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a bottle of the Live Skinny Garcinia Cambogia through their website on ******** This was supposed to be a free trial bottle where I only had to pay $4.95 for shipping and handling charges. The site stated that if I changed my mind, I had 10 days from the date of purchase to simply call and cancel...or they would enroll me in their auto-ship program. See below copied from their website page: " If you choose the LiveSkinny Trial System, you will be billed an initial $4.95 S&H and shipped an introductory 30 day supply, yours to try for 7 days. Should you decide you do not want to continue with the LiveSkinny Trial program, simply contact customer service to cancel within 10 days from the date of purchase. Should you decide to continue with the LiveSkinny Trial program, your card will be billed $65.00 for the introductory 30 day supply. 30 days after your initial purchase date, and every 30 days thereafter until you cancel, you will be billed the member price of only $69.95, and shipped a fresh 30 day supply of LiveSkinny."I did some research after I placed my order for their trial bottle and found I should not be taking this product. I called them today ********* and spoke to Ginger (supervisor). Explained the situation and she could not verify if the trial bottle had been shipped. I told her I wanted to cancel the auto-ship and not receive any more product. She then advised me that I would be charged a $49.95 fee since I was not enrolling in the program. I told her that the webpage said nothing about this and said to call and cancel within 10 days. She said she would only charge me $29.95 as a courtesy. I feel this company was very misleading as the page for the free trial said nothing about being charged if you decided to cancel and receive no more product. This was just the trail bottle and per their page, I should be able to simply call within 10 days to cancel free of charge. I would appreciate your help with this matter. Thank you!

Desired Settlement: I agreed to pay the $4.95 shipping and handling for the trial bottle so I am fine paying that. However, I would like the charge of $29.95 to be refunded since their website said I would be able to cancel within 10 days of placing my order. Nothing was stated in the description about being charged if you decided to cancel within the 10 day trial period.

Business Response:

I have taken a minute to review your account in depth. For many reasons I want to say sorry. Mix ups happen, poor communication, and human error on both ends happen. I am going to refund the re stock fee you paid. I do want to clarify a few things with you though. The trial sites are also www.liveskinny.com/garcinia4/ or 5...any of them work. Terms are all the same on all of those sites. 
I appreciate your feed back on things. I will followup with the staff on these. I hope you have a wonderful day. I am personally issuing the refund today. However, this may take up to a week on our end, and depending on the bank you are with it could take a little longer. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a trial bottle of capsules from this internet site for only $4.95 shipping. This was on 7/19/13. The company upgraded shipping on this trial bottle to priority for free. Next thing I know I have an e-mail invoice (dated 7/28/13) for a 5 month supply of this product at $148.00 charged on my credit card! This was not authorized by me. I haven't even had a chance to try the product; why would I order a 5 month supply so soon? I called the company on 7/28/13 and asked for this order to be cancelled and a credit applied to my credit card. The customer service rep. said she couldn't do that. I then asked to speak to a manager, but there wasn't one available that day. I called back on 7/29/13 and spoke to Supervisor ***** I asked again for this to be cancelled and a credit made to my account and was told that she wouldn't do that. I told her that on the internet there were reviews detrimental to the company and it seemed they have done this to other people; she said she didn't really care. I feel this company is running a scam! This feels like fraud! I have also filed a dispute on this with the credit card company today, 7-31-13.

Desired Settlement: I want this company to put a credit back to my credit card for the $148.00. If they want their product back then they will pay for shipping and handling and a restocking fee or any other fees connected with this transaction. And never send me any of their products again!!

Business Response: I am sorry you are feeling this way. I do understand your frustration and  I do want to assure you that the last thing we are wanting to do is make you feel cheated, or that we are a scam. There are terms and conditions as there are on every trial offer, and at times we all can read over those things. I am sorry for the mix up on this. My staff has to follow all policies and procedures, and they do there best to assist our customers. We have many many very successful customers and I wish you had the chance to experience that with us. Return policies is as follows. Yes, we do need you to return in order to refund money. You agreed to this trial when you were checking out, or we would have never send the other package out. I wish there was more that I could do to help you. Once a dispute has been made with the bank we nothing have the ability to process refunds. This will now go through the bank. Bank will ask us for verification, which we will provide. At that point they will determine where to go from here. Again sorry for your frustration

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

What they said is confusing.  I am not sure what they are talking about.  I ordered TRIAL OFFER ONLY; I know that.  Are they saying they are going to refund the $148.00 or not?  Have not heard of a company that cannot do a simple credit to the credit card, but is dependent on an okay from a bank.  Is this going to be applied to my credit card or not?  Are they paying postage to get the product back?  Are they waving any other fees connected to this?  Upon arrival of the product back, how soon will $148.00 be given back to me?  I need it all spelled out please.  Thank you. 

*** ****

 

 

Business Response:

This was in your orig complaint
 
seemed they have done this to other people; she said she didnt really care. I feel this company is running a scam! This feels like fraud! I have also filed a dispute on this with the credit card company today, 7-31-13.

As long as you have put in a dispute with the bank (the bank then credits your account or begins a dispute to get your money refunded and will ask us to provide documentation supporting this transaction. We then provide the bank with all our supporting documents, and from that point the Bank or Credit card company will decide if this is a valid dispute. If it is valid, the refund goes through. If it is not, then it will not. They decide. ) SO... What I am saying is: You stated you did file a dispute, so we can no longer assist you in a refund. 
What I meant by the other thing I said was :
IF YOU HAD NOT filed a dispute with the bank, then we could issue a refund. We do not pay shipping. And yes 30 days is the expected refund time. No later

AGAIN AS YOU CAN SEE YOU STATED YOU FILLED A DISPUTE, SO THERE IS NOTHING MORE TO DO FROM HERE. SORRY I WAS NOT MORE CLEAR.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently signed up for a free 30 day trial of vitamins from livewell llc. I had to give my debit card info to pay for shipping and was sent the vitamins within the day. A week and a half later I noticed $150 was missing from my checking account from this company. I called the company upset and they told me that I did not call to cancel an ongoing subscription they enrolled me in and that I should have read the terms and conditions page of their website. I told them I wanted my money back as I would never pay this kind of money for vitamins and did not want them. They told me to send the product back once I received it and get a receipt with a tracking number from the post office. They withdrew the money from my account on 7/3 and I did not even receive the subscription for another 6 days. The customer service rep told me once I had the tracking number to call back and I could begin the refund process with them. This is exactly what I did. I called back today and spoke to another lady to begin this process and she was extremley rude and inappropriate to me. She told me I was misinformed by the other rep's and that I would not get any of my money back until they had the product back in their hands. When I asked to speak to someone else she told me I could not and when I questioned why she was being so rude to me she told me that was my opinion and hung up on me. I am still in shock and cannot believe how unprofessional and un caring this woman was. It refelects badly on the entire compnay and especially on this individual. I am now waiting to see if I even receive my refund and am hesitant to call the company back to check on this. Also they are tricking people in to this ongoing subscirption with them as no information about this was sent to me or with the free trial I received and they hide behind the fact that it is listed on their website under terms and conditions page. They are unethical and rude and I feel helpless in trying to get this taken care of and getting my money back.

Desired Settlement: I would like to have my money refunded per the original statment made by other representatives I spoke to stating as long as I had my tracking number and receipt I could begin the refund process. I would like this company to hire professional and capable customer service rep's who will not belittle and yell at their customer's. I would like this company to be more vigilent in making sure customer's know what they are getting into by signing up for the free trial vs hiding this information.

Business Response: I tracked it and we are good to go. I issued the refund today. It can take a few days to hit your account, and a few more days based on your bank. Just keep an eye out for this in your bank. **** ** ******* the manager that refunded the money. Have a wonderful day. Sorry about every thing on this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had ordered a $4.95, 14 day trial offer from live skinny. I was charged on 6/25 $65.00 instead of $4.95. Then I was under the impression i had 14 days. I got billed on 7/2 for $69.95. They sent a couple bottles of their product that I did not order or want. I sent them back was told they would be a $25 restocking fee and it could take up to 30 days to get a refund. I made several calls to their customer service where the same woman who always answered, after about a fifteen minute was always rude and not knowledgable answered. I wanted to cancel and not receive any more charges or products and she said I would receive a conformation cancellation email. I never received one. So I called again the same lady she said she sent it. Never received one. The last time I tried calling I asked her why did I get charged the first charge of $65 instead of the advertised trial price of $4.95. She hung he phone up on me. I do not think this is a valid company. Reading other reviews I'm not the only one who has got scammed. I cancelled my card so I won't get any more fraudulent charges.

Desired Settlement: I would like a refund of both charges for $65 and the entire $69.95 with no restocking fee. I only wan to pay the $4.95 that was advertised.

Business Response:

 
I am sorry to hear you struggled with my customer service department. I am not able to say for sure, but for what ever the reason may be...I am sorry on behalf of the staff. I will follow up on this with my employees. So it does sound like you are aware of all the terms and conditions and fee's etc... I'm glad you were finally able to see that refund. I am more than willing to refund a portion of the other charge. How that works, and yes it can be misunderstood and frustrating, is that you sign up for a tree trial phase...not a free sample. Basically the company is letting you have the bottle up front and you only pay for shipping, then if the customer doesn't cancel, we assume you want to keep that bottle and we charge the account for that bottle. Again I am sorry for the frustration in this matter. Would you like a partial refund on that other charge? I can issue a refund of 41 on that transaction. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company offered a free 30 day trial on a Facebook link and then all of the sudden after 7 days I received a charge for $152.95 on my checking account. I called the company and they said they send a 30 day supply for a 7 day trial and that I would have to pay a $25 restock fee. I have never dealt with such false adverstising and horrible customer service. I will never trust the words "free trial" again.

Desired Settlement: I want them removed from your accredited status and I want the $152.95 taken off of my checking account immediately.

Business Response: I am sorry for your frustration... 

We are more than willing to issue you a refund. You are going to need to send the product back and apon us receiving this product back we will issue you a refund. The best I can do is lower the re stock fee to 14.95, and that is literally more than I am even allowed to do. I do understand the frustration and I am going to help assist in any way I can.  

Consumer Response:

Better Business Bureau: 

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

 I want the $152.95 minus the $14.95 (I will pay that amount for restock to meet you half way) taken off my account immediately before it causes something to bounce. I have no interest in the merchandise and I did not ask for it to be shipped to me but I will happily send it back to your company when I receive it.

Regards,

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

 

 

Business Response: 138 has been refunded back to your card. It typically takes a couple days to hit the bank. Please do send the product back when it does arrive 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were told this was a free trial. We cancelled within the free trial, yet they still charged our card for 148.00 and send us a product. We sent the product back on 7/10 and was received by them on 7/12. We received an email stating they issued us a refund on 7/19. Today is 7/31 and still no refund. I have called them several times and they claim nothing more they can do. They blame it on my bank. My bank indicates they have received nothing. Reviews indicate this organization is a scam and people never get their money back. I expect my money refunded immediately.

Desired Settlement: Refund today.

Business Response:

I am the one who actually helped set this up. I have been more than cooperative in this matter. ******** me, the manager personally issued you the RMA number and dropped the re stock fee.  My assistant processed your refund, and a few days later, yes... I confirmed this. I took the re stock fee from 50 down to 14.95. I am trying to find out why this has not been pushed through to the bank, but I can assure you we have issued it on our end. Based on the last conversation with my sales red today, you have taken the action to begin the charge back process with your bank and issued a credit. There is nothing more we can do at this point. I am sorry for all your troubles.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a 30 day supply of Garcinia 3 from this company. I noticed a charge of $149.99 from this company on my credit card 8 days later, when I called questioning it I was informed that in the terms and conditions (that must be accessed by clicking a separate link at the bottom of the page) I had 7 days to opt out of the additional bottles, and that because I did not call and tell them that I did not want additional bottles sent within 7 days of my order, that they are sent automatically. When I asked about sending them back and where I could find it in the terms and conditions on the website I was hung up on 4 times, sworn at and told that I could not speak to a supervisor. When I was finally told I could send the product back I was told there would be a $50 "restocking fee" for the 4 bottles I did not want or request. On top of all of this they sold my information to an outside company who called my phone 10+ times a day and was offering another scam involving gas cards.

Desired Settlement: I would like my original $149.99 refunded along with the restocking fee.

Business Response: The customer participated in a 7 day trial through face book.... the link they click on takes them to liveskinny.com/garcinia3/ which clearly states the terms, conditions, and billing. She was disconnected with phone conversations due to her behavior. Here are the notes that were taken from the calls. not issuing a full refund. 


********** ******* - livewellcs4 - ISSUED RMA RE ITTERATED 50 DOLLAR RESTOCKING FEE COMPLAINED ABOUT RUDE CUST SERV
********** ******* - livewellcs6 - CX wanted to know what the $148 is for. CX admitted to not having read the T&C. Explained to the CX about how it is a 7 day trial and after that 7 days we charge 148 and send out 4 more bottles. Offered CX 50 discount to keep all bottles. CX declined. Offered to do RMA with restocking fee. Declined. CX asked to speak to manager. Informed her that I am the after hours crew and there is not a manager here. CX asked for my name. Obliged. Threatened to sue and turn us into BBB. CX got belligerent, warned CX that I would disconnect. Calmed down. Offered the $50 refund again. Denied. CX said she would call back on Friday 7/5/13
 

Consumer Response:

Better Business Bureau: 

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

In response to the notes taken, they were taken from their point of view and skewed to protect them. I did say that I did not read the terms and conditions because I had not seen them nor did I know where to find them. I was then told that they were at a link at the bottom of the page. The terms and conditions are NOT clear when ordering the product and do require a secondary link to be clicked if you are even aware of where to look for them. Also, I did call back on Friday as stated in the notes and was hung up on sworn at several times before I could even say anything more than my name. One quote was "oh shit she's on the phone...what the *Word Rejected*...disconnected". When I called back I finally connected to a "supervisor" and was disconnected again when calmly asking for the url to be able to review the terms and conditions. I did question the $50 restocking fee as being excessive for "restocking" 4 vitamin bottles but also did so in a calm voice. I do believe I have a right to report them to the BBB as I do believe they are running a scam. And clearly have done so. There is also several class action lawsuits against this company so offering to involve a lawyer should not be grounds for "disconnecting" a customer. 

Regards,

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

 

 

Business Response: The employees have offered her the discounts. I am more than willing to issue a refund minus the re stocking fee. I too have to follow policies and procedures.  I am sorry for the mis understandings with the offer and company. I'm also sorry on behalf of my staff for the treatment you received. Please let me know if you would like me to further the refund minus re stock fee.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On their website, they offer a free trial of the LiveSkinny product, for a $4.95 postage fee. I ordered the free trial, and instead of getting the product, they sent me a bottle of Green Coffee Bean Extract. I called them about this and they told me that if I didn't send the product back, they would charge me $60. (just a note: there is no green coffee bean extract that costs $60--even the finest brands don't cost that much.) I now have to spend about $4.95 to return a product which I didn't order in the first place. Their website has FALSE ADVERTISING. It claims a free trial of the LiveSkinny product and you get Green Coffee Bean Extract.

Desired Settlement: I would like to get my money back for shipping both ways ($9.90), since they sent me something I didn't order and then wanted me to ship it back or charge me $60 if I didn't. I think they should make it clear on their website that the free trial is for Green Coffee Bean Extract and not for the LiveSkinny product. Check the website www.liveskinny.com. You can see that the free trial looks like it's for the LiveSkinny product.

Business Response: Customer placed her order online and understood exactly what she was ordering we send a confirmation with the description of the product and no our product is not just Green Coffee Bean Extract it has other ingredients in it.  This customer has been fighting with us since  4dys after she made her initial purchase please see notes attached.  


customer called and left a message. said that she would not verify the 3 digit cc code on card and was not going to be charged a restock fee. brandi
********** ******* - LiveWell *** - called to verify information with customer but no answer. left message. need to verify 3 digit code to finish closing out account. brandi
********** ******* - livewellcs ** - customer called back and went over the options with her. she does not want green coffee bean and said that she wasnt going to send it back. told her if she didnt send it back we would still charge the 65 for the price of the product. issued an rma and she is sending product back. did go over proper return procedure and terms and conditions. brandi.
********** ******* - livewellcs ** * customer called and said that when she ordered the trial online she thought it was for water bottle system and not green coffee bean, told her that we could swap out the water bottle system for the green coffee bean but it would still be on the trial, told her she would need to send the green coffee bean to us. she said she didnt want anything recurring. recurring stopped. she hung up before I could get back on the line with her to go over the options. did not issue rma number nor go over terms and conditions or proper return procedure. hopefully she calls back. 

We never mislead this customer and as you can see she has never given our product back as well as refuses to follow the proper return procedures we feel this issue is resolved and this customer is not willing to work with us.

Consumer Response:

Better Business Bureau: 

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

They are not addressing the issue.  I'm attaching a screen shot of their website.  It shows a picture of a lady with the Live Skinny water bottle.  It gives a place to insert your info so the you can start the trial.  It certainly gives the impression that the trial is for the Live Skinny water bottle.  I got Green Coffee Bean Extract.  That's not what I signed up for.  (By the way, they sell it for about 2 to 3 times the price that anyone else sells it for.)  When I called them, they told me to send it back or they would charge me $65.  I didn't hang up on them, as they stated in their response.  The call got dropped.  I called back to speak with them again.  I stated that they sent me an item I didn't order and that they should pay for the shipping charges both ways.  They wouldn't do that.  Then they wanted to send me the water bottle, but I'd have to pay shipping again.  I let them know that I didn't think this was fair, as I already paid shipping for something I didn't order.  Then they called and wanted my credit card code so they could charge another $20 restocking fee!  You've got to be kidding!!!

 

If you look at the screen shot, you'll see that this is false advertising.  I own a business and I never treat my customers this way.  If a customer isn't satisfied, I do whatever I can to make good on the deal.  If I were they, I wouldn't have even requested sending back the product and I would have reimbursed for the shipping charges to send it out, since it would have been my mistake.  I certainly wouldn't have asked for another $20!!  Really???   What a company!

 

I would still like my shipping charges reimbursed for shipping the Coffee Bean Extract both ways.  I don't like being swindled!

Regards,

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

 

 

Business Response:

I reviewed her account and it does look like all orders were stopped. She has never been charged the 65. Only the 4.95. In most cases we require customers to send product and pay for the re stocking fee, however, in this case she was placed on hold prior to her being billed. I am choosing not to go further on this. Her account is now closed and owes nothing.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a product (supplement) from the company. Was on a different website, selected the product, and directed me exactly and immediately to a check out screen where I completed my order of one supplement +shipping. I entered in my shipping address and the debit card #. Received a "confirmation" email that didn't seem very legitimate. Few days later, saw the charges from the order. Roughly a week and a half or so after, I saw a charge from a company I had not heard of for $148. Traced the company as the head company of the website I ordered the supplement from. Called about 7 different numbers, left messages, and was placed on hold for over 30 minutes total. One phone number was a gentleman's cell phone who said he thinks his number has been hacked and gave me the correct number to call because this has happened to him before. My bank took care of the wrongful charges they had charged me and cancelled my debit card. Saw another attempt of a charge from them, but my bank contacted me to double check that I hadn't purchased anything from them again.

Desired Settlement: I don't expect anything to be done... my largest concern is that this will effect me financially in the long run or this company will attempt to come after me. I wish to NOT be affiliated with them in any way, shape, or form and I do not want to see my money go missing any longer. I hope that some one will help me get my information, especially my financial information, from this company for good.

Business Response: We never take money with out authorization. You agreed to the terms and conditions, which clearly states the process. I have taken you off our customer list as you requested. I am willing to refund your account, but we do have policies to follow, which is...we will issue you an rma number, you mail the product back to us. After we get the package we will refund your account minus the re stock fee. I again am sorry you didn't understand the terms. This is the best that I can do. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was offered a "free trail" of their product in which I only had to pay shipping. A week later, a package of 4 more bottles showed up at my house and my account was charged $148.00. After calling, they refused to refund the full amount and even after sending BACK their product, would still retain $50.00 for "restocking fees". Not only were they unclear for the free trial, they gave no notice of "switching over from a trial account to a membership" and refused to refund me. They were incredibly unhelpful and a scam. I hope to warn as many people before they lose their money as well!

Desired Settlement: The $50.00 they refused to refund me.

Business Response: The company has been more than willing to help in this matter. I am sorry for the confusion while ordering our product. I wish your experience would have been better as well. I have some flexibility on things, but can only go so far. I can discount the re stock fee to 25, but nothing lower. If you would like to go forward with this please let me know so I can issue another refund of 25 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for the 105 Day supply on LiveSkinny.com and I agreed to a charged totaling $149. I received a first charge for $4.95. I thought "Ok, maybe a shipping fee or sign up fee that I missed. No big deal, $5..." Got a charge in March for $74.95 and another in April for $74.95 and figured they charge twice for the $150. Then I got ANOTHER charge in May and ANOTHER in June for the same amounts of $74.95. $304.95 total. WHAT!? NOT OK! I tried to call them in April to make sure that was the last charge on my account and that they had charged me in halves for the $150, but got a recording to "leave a message because all reps were busy and I would get a call back in 24 hours". Well I left a message and never got the call. I did not notice the charge in May and as soon as I noticed it yesterday as well as the one that showed for June in my account, I called again. This time I waited for 20 minutes before I got someone but at least was not forced to leave a message. I thought "great! i can get this fixed now!". WRONG. The woman was ridiculously rude and cut me off every time I tried to speak, telling me she doesn't have that noted in her system and kept listing their terms and conditions. No you obviously do not have it in your system because you are charging me monthly, duh! Yes, I agreed to your terms and conditions for the 105-day amount. Not for you to have a free for all on my bank account. When I asked to speak to her manager or supervisor she told me she doesn't have one. I asked her who she reports to - no one. Umm, yeah OK. All I want is the additional two charges removed! I agreed to $150 and I still do. I only want the extra two charges totaling an extra $150 that they charged me in error taken off, nothing further than that. I even offered to ship them back the unused product!! (I stopped using them as soon as I realized I was being charged for each shipment and not what I initially agreed to). If this could be resolved, I would be very grateful!

Desired Settlement: All I want is the additional two charges removed! I agreed to $150 and I still do. I only want the extra two charges totaling an extra $150 that they charged me in error taken off, nothing further than that. I even offered to ship them back the unused product!! (I stopped using them as soon as I realized I was being charged for each shipment and not what I initially agreed to). If this could be resolved, I would be very grateful!

Business Response:

I reviewed her account and for what ever the reason may be that there was a mess up, I am sorry for that. I went ahead and issued a refund for the last two orders. For a total of 149. 
Live well water

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a free trial of Garcinia Cambodia for the charge of shipping only. I was checking my bank account and discovered the company took out $148.00. I called them and the customer service lady said that I had a seven day trial and after the trial they would send four more bottles at $148.00. She also stated that I would have to pay a $50.00 restocking fee when i sent them back. I have not received the bottles yet but she said that when i do I need to pay to ship them back and need to give her the shipping number in order to receive my refund minus the $50.00 restocking fee. I did not see any of this information when i ordered their "free" product and if I did I would not have put my bank information in their hands. She told me that it was in terms and conditions in BOLD letters. I looked for it, at the bottom of the long page, you had to click on terms and conditions and read it in tiny print. She also said it was located on the page before you click to buy it in BOLD print. It was not in bold print, it was barely visible "on purpose". I feel completely swindled and taken advantage of. I just want all of my money back and I am not the only person this has happened to. This company needs to be held accountable for their hidden money scheme they have going on. Customer Service is completely rude, and say they cannot do anything about the restocking fee. And the place that handles that part of the business has no customer service. Of course.

Desired Settlement: A complete refund of the $148.00 they took out of my account and whatever shipping i have to pay to get that refund, I should not have to be forced to pay shipping on a product i never wanted and i should not have to pay to restock their product. They claim so many people want their product on their website, if that was true they would not have to start charging a restocking fee. That is obviously how they are making their money.

Business Response: My customer service agents have to follow policies and procedures. I am sorry if you felt you were not treated fair, or given good customer service. I am not able to pay for you to ship the product back to us... not an option. I again am sorry you were mis understood on the offer. We don't put any orders through, the customer orders. Rather you read the terms and conditions or not, it isn't the companies error. We have stated the terms, and that was agreed to when checking out. All trial offers are the same, we are no different than other trial offers. The re stocking fee is mandatory all around the board. This isn't some thing we can wave on a case by case situation.  What I am willing and able to do is discount the re stock fee to 25. That is half of what every one else pays. I have zero flexibility to further with any other discounts. We are happy to issue a refund. We understand mistakes happen, that not every one ends up reading those terms and that is why we do offer a refund. In order for us to remain a business of course we need to charge a re stock fee. It's fair, you order the product, you change your mind.... okay, we issue refunds, but the re stock is mandatory. I hope this makes since, and again I am truly sorry for the mis understandings behind this. Please let us know where to go from here. We can issue an RMA, then refund all but the discounted re stock fee of 25. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered live skinny 7 day trial. After only having the supplement for a couple days they had charged my credit card an additional $148. I called live skinny to see why I had been charged that amount because I was on a 7 day trial. I was told that if I didn't want the addtional 4 bottles they were mailing to me that I could return them and I would still be charged a $50 restocking fee...for something I didn't order!! I have only got to take the supplements a couple of days so how is this a seven day trial period to see if I like them before cancelling?? I spoke to two different operators and both were very hateful and offered me no resolve other than me returning these 4 bottles I have not received and them charging me $50 restocking fee!!

Desired Settlement: I would like a refund of $148 that was charged to my credit card for products I have yet to received and did not want. I will gladly send them back to the company upon their arrival to my home.

Business Response: The best I can do is discount the re stock fee to 25. Product was still shipped out, and still needs to be returned. Typical re stock fee is 50. All terms and conditions are listed on the site you purchased. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the "free 7 day trial" of the Live Skinny product Garcinia Cambogia. I read the terms and conditions and understood it to begin as soon as I received the product, hence being able to try it for 7 days before I bought it. I received a call the next day from someone asking if I wanted to be a part of another trial and I said no thank you. I stated that I only wanted to do the 7 day trial and cancel when it was over. I received the product on July 1 and that is when I felt the trial began. On July 7th (the 7th day to me) I was charged the $148 fee. I called to speak to someone about not shipping the product and was told it was too late. That was on a Sunday. The woman was very rude and I asked to speak to a manager and conveniently they were not there. My husband called yesterday and again spoke to a very rude woman who claimed to be a manager. She said I could send the product back for a $50 restocking fee which I find absurd because the product could have been stopped from going out the door when I called on Sunday. I have yet to receive the order and when I do I want to return without a fee. I feel the customer service department needs to work on their phone etiquette and remember that the customer is always right. I too work in customer service and deal with it everyday.Thank you,**** ********

Desired Settlement: I would appreciate a full refund with no restocking fee.

Business Response: I am sorry for t he treatment you received. I will discuss this further with my staff. I am not here in the evenings and typically assign supervisors to follow a chain of command. I am not able to go back and change any of that poor experience. What I am able to do is issue a refund number (RMA) and discount the re stock fee to *****. That is a fraction of what the typical re stock fee would be. I understand the frustration behind this and again I am sorry. IF you would like me to further this process, please let me know so I can issue that RMA number to begin the process of refund. I tracked your package. It's scheduled to be delivered today. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a free trial from a magazine ad through Live Skinny. I thought it would be great to try since I only had to pay for the shipping and handling. I purchased this proctor on June 27, 2013. Just the other day I received the product and haven't even had the chance to try it. On July 4, 2013 I looked at my bank statement online and saw that I was charged for $148.00 from Live Well LLC. I had no idea who the company was until I looked them up on the internet. I realized that Live Well was associated with Live Skinny, where I purchased this free trial product. I called Live Well as soon as possible on July 4, but they were closed, and were still able to charge my card the $148.00. On Friday July 5 I started calling them at 10:00 a.m my time, I was on hold for 15 mins when the automated system said are offices are closed. So I kept trying to call every chance I got which was every half hour. Even in that time for how many calls I made I still was on hold for 15 mins and said they were closed. Finally, I got through at around lunch time and explained that I had purchased these weight loss pills and saw that I saw they have a 14 day trial period and you are charging me in 7 days not even since the Holiday doesn't count as a business day. The lady said no we have a 7 day trial period and I stated that I didn't see that anywhere. I said well I would like my money to be refunded for the $148.00. As I was getting angry the woman persisted in laughing in the phone continuously and didn't answer me for a ew moments, which I thought was so rude and the worst customer service, especially having someone laugh at you. All I would like the refund of $148.00. I saw so many trial period times that 7 days is one that I never saw.

Desired Settlement: I would like all of the $148.00 returned to my account and there products be returned at no charge

Consumer Response:

Thank you for getting back to me so soon! Now I did purchase this product online through a Facebook page called Get Fit 2013. It was a post about how to cut Belly Fat. I thought that this is what I was looking for so I bought the two products. Now I would have read the Terms and Agreement when I got my email confirmation but I never recieved one from them. When I went back on the page where I found the product from it was a completely different product. So I figured I would wait til I recieved the product, so when the product came all that was in there was a brochure and didn't have their terms and agreements. At that point I figured that everything was fine. When I looked at my bank statement on July 4 I saw the withdrawl for $148.00. I called the company right away but they were closed. Like I said when I spoke to someone at the company she told me my 7 day trial period was up on July 4. But how can that be when July 4 is a holiday not a buisness day. July 5 should have been the end of my trial period. I don't understand how u can try a diet pill in the matter of 7 days. When I went to the Live Skinny website to look at their Terms and Agreements there is no 7 day trial period mentioned anywhere. There is a 14 day trial period with a $14.95 restocking fee when the sales associate said it is $50. Again no where was that mentioned either. 
I looked back on my bank statement today and the transaction for Live Well for $148.00 was taken on July 3. If it is correct that I have a 7 day trial period why are they taking my money out on July 3 which is on a 6 day trial period. And when I called July 5 they had already sent my products out and now have to pay a restocking fee of $50. 
I am attatching my bank statement that it shows Live Well took the $148.00 out on July 3. I will send their products back once I recieve them but will not be paying the $50.00. 
***** ***** *** *** ******* **** **** ******* ******

Business Response: I am sorry on behalf of my staff in the matter that you may have been treated poorly. I am more than willing to issue a refund, but I will need some further information to move forward. I don't see you were issued an RMA.... Our typical process requires you have an RMA number to put on package, so we are able to process your refund faster. We do have policies and procedures to follow and there is nothing more I can do on that matter. I am able to discount the re stock fee to** vs the typical **. Please let me know and I can  ove forward in processing.

Consumer Response:

On my behalf I accept the refund of ******* and paying the ****** restocking fee, making my total of ******* to be returned to my account. I did contact the business and got an *** * *************** and will be sending it back. Thank you to the company for refunding the money and taking care of this situation properly, and sorry that it had to come to this.

I would like my credit card removed from their system and wish to no longer do business with them in the future and should not see anymore charges from them or they will be contacted again.

I just want to mention that I wasn't happy when I recieved my package that the date on the package was sent out said July 8, when I called on July 5, the customer service represtentive said the package was sent out that morning. I could have then saved myself the restocking fee. There was also no paperwork in my package notifying me of what I was charged.

Regards,

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a bottle of Garcinia Cambogia from LiveSkinny.com, a LiveWell, LLC company on June 20, 2013. The day after purchasing the bottle, I received a call from the company asking to verify my address and then the gentleman started telling me about the trial that I had been entered into. He stated that the trial had 14 days of free use and that after the fourteen days if I didn't call back and cancel the trial I would be charged. I told him that I was not interested in the trial and didn't agree to that when I purchased the supplement. He then told me it was a free trial and started listed off benefits of the trial. I again told him that I didn't want to be a part of it and to cancel my order of the supplement from the day before. He told me that I had the right to cancel my order and he had done so. Today, July 1, I check my back account and I had been charged $148 by the company. I called them to inquire about the charge and the lady, ****, stated that I never called back in the 14 days so there was a shipment of items sent to me. I explained to her that I cancelled the order, which she told me she had no record of. I then asked to ship the products back. She stated that they would take them back for a $50 restocking fee. I again tried to explain to her that I didn't agree to the trial and she said that it was in the terms & conditions of the website. I hung up with her and went to their website and it was not in the terms so I called back. The person I spoke to said there was another website that was different based on the trial you were enrolled in. I then asked for a supervisor and **** got back on the phone. She represented herself as the manager until my husband, who is an attorney, got on the phone. **** hung up on me twice and then told my husband that she did not have a supervisor or personnel number. I believe this company to be confusing and fraudulent with poor customer service who misrepresent themselves to their customers.

Desired Settlement: I live in an apartment complex so I am not sure if the product is at the apartment office. I received a return number from Jane when I initially spoke with her the first time. I would like to return the merchandise, unopened and as it was in the original packaging, without the restocking fee because I never agreed to participate in the trial. The products had not been shipped at the time that I cancelled the order and therefore I should've been able to return them. I feel I should not be charged

Business Response: I am sorry about the mis understanding on every thing. **** was following policies, but I do understand the customers frustration. I have talked to my staff regarding situations like this to prevent from any future issues. I am issuing a full refund for this customer 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. However, I do want the business to know that the merchandise is still in my possession and will be mailed on Saturday, June 6th. Due to the holiday and my job hours (nurse) that is the earliest that I can mail the merchandise back. The merchandise will return in the same condition that it was sent to me. The RMA I was given is:***************. I appreciate and agree to the full refund of $148.00 that was charged to my credit card on 7/1/2013.   

 Regards,

 

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

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered live well water and supplements at the beginning of January. I was charged again on January 28, 2013. I called and asked the representative to cancel my order because I did not want the product anymore. She said she would cancel it. The order was never cancelled and I never received the product. They charged my account again on 2/7/13. I tried to call 2 different phone numbers listed for them and they are both disconnected. * ***** **** ** * *****

Desired Settlement: I want both charges of $14.95 refunded to my account.

Business Response:

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

 

Our call center have been dealing with temperamental phone lines due to an expansion, for which we have responded via email to remedy all accounts as possible.

            We apologize for the inconvenience with the phone lines.

 The customer did call in on 1/25 to cancel her 30dy LiveSkinny System and her UpSell of Energy she was informed at that time of the $14.95 charge she is disputing which is her day 18 charge, per the terms n conditions she agreed to.  We have processed a $14.95 refund today 3-7 for her charge on 2-7 do to a system glitch and we do apologize for this inconvenience to the customer.

We hope this is a successful resolution to the above complaint.

 Thank you, LiveWell LLC

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I paid the S&H for the "free trial" of Live Skinny. The Terms & Conditions state that if you are not satisfied for any reason, you can return it within 18days of order and you will not be billed the $65 price. I called on day 17 to be advised that in order to return it, I must pay a restocking fee of $14.95. The company offers a 105 Day Challenge, a 30 Day Challenge and a 14 day "Free Trial". The Terms & Conditions are very deceptive and state different things in different paragraphs to confuse people into believing they can return the unused portion and will not be billed further. Please review their Terms & conditions. One paragraph states, "You will receive free shipping with your selection of the following: 105 Day Challenge for $149.95 or LiveSkinny 30 day system for $49.95. If you choose the LiveSkinny Trial System, you will be billed an initial $4.95 S&H and shipped an introductory 30 day supply, yours to try for 14 days. Should you decide you do not want to continue with the LiveSkinny Trial program, simply contact customer service to cancel within 18 days from the date of purchase." Another paragraph states,"Trial customers who would like to cancel their trial subscription within the 18 day trial period are required to return the remaining unused product and are subject to our Returns policy." The returns policy states,Product returned as a result of a cancelation during the trial period must include at least the remaining 15 day supply of product in original unopened condition. Returns will not be accepted past the end of the trial on orders that are part of the trial program. Other orders that are not part of the trial program and returned with a proper RMA number may be charged a $14.95 restocking fee." I am unable to find where the Free Trial is charged a restocking fee of $14.95 for returning within the 18 day period. If it does state it somewhere in their terms, i think they are trying to hide it instead of just spelling it out.

Desired Settlement: I would like a refund of the $14.95 restocking fee I am being charged and would like them to revise their Terms & Conditions to make it easier for the consumer to understand their policies.

Business Response:

Our mutual customer was dissatisfied with the cancellation process and terms and conditions. They are signed up for a free trial, and if called within the 18 days you are exempt from the $65 dollar charge, but still must go through the returns policy. We are not trying to confuse anyone. It specifically states in our terms and conditions, “Trial customers who would like to cancel their trial subscription within the 18 day trial period are required to return the remaining unused product and are subject to our returns policy.” 
We apologize for the inconvenience and misunderstandings, but it does state in our terms and conditions that trials are subject to the return policy and therefore the desired resolution is not an option. Terms and conditions were agreed to upon checkout and the restocking fee of $14.95 is nonrefundable.

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

1/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In ther advertising stated free trial for 14 days, if not happy could cancel product re accuring charge. Which they did, but now want to charge me for the 14 day free trial. ($65 than they said would give me a discount to $45)ADVERTISMENET BELOW *******If you choose the LiveSkinny Trial System, you will be billed an initial $4.95 S&H and shipped an introductory 30 day supply, yours to try for 14 days. Should you decide you do not want to continue with the LiveSkinny Trial program, simply contact customer service to cancel within 18 days from the date of purchase.*************** Nothing about getting charged

Desired Settlement: Would want my money refunded to my credit card $45

Business Response:    Our mutual customer was dissatisfied with the cancellation process. They purchased trial on 1/24/13 and without trying the product called to cancel recurring charges, which we did. We advertise a 14 day free Trial, for which the cancellation process is clearly stated in our terms and conditions. If you call to cancel within the 18 days, then the $65 dollar charge will not be applied, but customers are still subject to the return merchandise authorization (RMA) process and a $14.95 restocking fee is applicable; or they can opt for a 30% discount to not return product, but it is the customers choice. Customer agreed to this policy, before checkout customer must check a box agreeing to those terms to purchase.

All customers are subject to the returns policy and therefore the desired settlement is not an option. If the customer wishes to return the product we will be more than happy to walk them through the RMA process, or if they wish to opt out of shipping it back we will honor the 30% refund. We are dedicated to customer satisfaction of all our customers, but the customer is responsible for reading our terms and conditions before purchasing.   

  

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/27/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Billing Issues:I was ordering "Live Skinny" from my phone after hearing about it over the radio. The ad talked about getting "30 days free". I was placing my order and it was advertising an energy drink or something (pay only $1 plus shipping) when I bumped my phone and it went to something else. So I called costumer service to ask them about it. The person that answered explained that after a week of having the product (of the new ad) I was be charged additional charges, just like the "30 days free" I would be charged $63 after 14 days of receiving it. So I told her to go ahead and cancel the whole order. She explained that after ordering that it does directly to the shipping department. But she'd cancel it and see what happens. She offered me a 15% discount but I said no, just to cancel it all and that I had just ordered it a minute before calling. I asked her "How can you not cancel it when I just placed the order one minute before?!" So she said it had been cancelled. I received an email that my order had been cancelled. 10-16-12 2:08pm I recieved the confirmation of the order by emailOrder Number: 107905 Ordered On: 10/16/2012 05:08pmCharges will appear on your credit card statement as LIVEWELL ***** ********. Thank you for ordering LiveSkinny. You have decided to start making healthy lifestyle changes to become a better version of yourself, and to begin losing weight with LiveSkinny. Please print a copy of this email receipt for your records. The shipping charge you have authorized today will appear on your credit card statement as LIVEWELL***** ********. Bill ******* *********** **** ** **** ******** ** ***** ****** ****** 10-16-12 2:20pm I receive the cancellation by emailOrder Number: 107905Ordered on 10/16/2012 05:08pm Dear ***** ******, Thank you for using LiveSkinny 30 Day Trial. This email is to inform you that your subscription status has been recently updated and any ongoing or all future charges have been cancelled as per your request

Desired Settlement: They can send 2 more bottles free of charge. They sent 4 bottles with 15 tablets in each bottle, which equals 60 because you take 3-6 tablets (as it says to in the booklet). So if I only take a minimum of 3 tablets a day, it would only cover 20 days. Or I can send it all back and they refund it all plus the shipping fee

Business Response: Our mutual customer was dissatisfied with the process. She placed her order online, per which our terms and conditions state to place all orders carefully, once and order is placed, we cannot contact fulfillment to stop orders.
Our fitness guides in place are to assist the customer with Weight loss advice, and in one booklet it does recommend to maximum results to take 3 tablets a day, but our clinical scientific trials were done using only 2 supplements a day. The advice through this guide is only if the customer wishes to customize and add on to their initial package.
To settle this dispute we are honoring the customers desired settlement of 2 tubes free of charge, and adding 2 water bottles, and 2 additional supplement tubes. We are confident once this customer tries the product, they will see results. This product was mailed on 10 / 29/ 2012. We recognize the frustration and we’re happy to accommodate this request.
Thank you,
Livewell LLC

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/30/2012 Problems with Product/Service
7/30/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint actually involves multiple 'types'; customer service issues, delivery issues, yet billing being my most important issue. I ordered a FREE TRIAL from this company and was told I wouldn't have to send anything back or be charged further if I canceled my next month's automatic order within 15 days. This happened to be not true; after I finally recieved my products (taking 14 days- twice the time their Terms state) I was told that I would have to return them and be charged a restocking fee or be charged a discounted price for the products. After I said I wouldn't pay and asked to speak to his manager I was laughed at in customer service by *** **** then charged for the products a few days later, before my month and 15 trial period had terminated (may I add these charges were made in the middle of the night around 1:45AM). They charged me $13.95 each for two products I was told would only be $1 for my first month. I was told their Terms & Condistions explaind their policies, but only covered online and in-store purchases when I ordered over the phone in response to a radio ad. This company doesn't return calls or respond to emails, is dishonest and rude, which led me to call my bank and file Merchant Complaints as well as request a stop payment from the business as well as contacting ******** ******* *****.

Desired Settlement: I have contacted my bank and will be refunded, hopefully, but there is a chance that when *** bills LiveWell that they can deny my complaint. In this case I would like to be refunded my money, because this business is running itself based on lies, unauorized charges, and with a lack of information given to their customers.

Business Response: This letter is in regards to a complaint letter, *** ******** we received from your company and the client you represent. The complaint was issued 7/11 and since then the issue has been resolved. The
customer has been given a full refund “N19 and taken off any auto-ship program for recurring charges and programs. This was done to simply make the customer happy, not because of any wrongdoing or mis~billing from our company.
The customer purchased the product and was charged $6.95 for shipping and handling. They then had 15 days from the purchase date to cancel the product before being billed. it is clearly stated in our terms and conditions on our website, located right on the front page. Additionally, the customer service representative verbally explained this to the customer which we have a recording of.
We fully understand the degree of anger presented by the customer, but want to clarify some points.
LiveSkinny has thousands of happy, satisfied customers and provide a scientifically proven weight loss ingredient.
Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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