LiveWell, LLC.

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.

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.

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