Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Levo II Limited Edition Soft Lavender machine in February 2023. I have used it a total of 7 times over the last few years, have taken very good care of it and have stored it in its box when not in use. This last time I made an infusion it worked great, but now it will no longer turn on. The power on button does absolutely nothing even after trying numerous outlets. I have typed in my order number on the website and tried to talk with someone to get a replacement, but the website is telling me that the sale was final. I am very frustrated that I spent $300 on something that wasnt going to last.

  Business Response

  Date: 06/06/2025

  Thank you for reaching out, and were truly sorry to hear about the trouble you're experiencing with your LEVO II machine. This is never the experience we want you to have.

  After reviewing your order, we see that your machine was purchased in February 2023. All **** machines come with a one-year limited warranty, which covers manufacturer defects and hardware issues. In your case, that warranty period expired in February 2024.

  While we wish we could offer a replacement, we must apply our warranty policy consistently to all customers. Unfortunately, we are unable to authorize replacements for machines beyond the warranty window. That said, we do appreciate your loyalty to LEVO and your care in using and maintaining the machine. If you'd like, we're happy to offer a special discount toward a replacement unit as a gesture of goodwill. Please reach out to our customer support team directly so we can help you further.

  
  We value your feedback and sincerely hope to restore your confidence in LEVO.

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought the machine used it 4 times. When I went to use it yesterday the screen doesnt come on the door doesnt open and yes it was cleaned after each use. For almost a 300 machine they need to at least compensate people for these poorly made machines

  Business Response

  Date: 02/08/2025

  Were sorry to hear about the issue youre experiencing with your LEVO II. We take product quality and customer satisfaction very seriously, and wed love the opportunity to assist you. After searching our records, we were unable to find any previous claims or emails regarding this issue. Additionally, a quick search only shows a spare parts order on our site, so were unable to file a warranty claim on your behalf at this time. To move forward, please contact us directly with your original order details so we can confirm that your machine is covered under our warranty policy. Were happy to help once we have the necessary information! Please reach out to our support team at ******************* so we can assist you further.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The actual SCREEN fell inside of the Levo, and it's rendered useless now. Their garbage warranty and bucket responses to complaints do not change the fact that they use garbage materials with several complaints and do nothing about it. I wish there were a class action.

  Business Response

  Date: 02/04/2025

  We understand your frustration and appreciate you reaching out. Our goal is always to be fair and consistent with our warranty policy for all customers. Since your purchase was made in 2021, the warranty expired in 2022, and we are unable to offer a replacement at this time in 2025.

  That said, we truly value your business and have provided you with a custom discount that can be used toward a new machine. If you have any questions about redeeming it, please let us know.
  
  We appreciate your understanding and hope to have the opportunity to serve you again in the future.

• Initial Complaint

  Date:01/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is selling a product that they know is defective. I received the Levo II as a holiday gift in January 2024. It worked once and since then, it will not even power on. I contacted the company for support to no avail. I subsequently contacted the individual who gifted it to me. He contacted **** who refused to refund the purchase or replace it claiming it was outside the 1 year warranty period using the date of purchase, rather than the date the item was received. There are countless others who have had the exact same experience with the product being incapable of operating as advertised. It is unconscionable that this company is being unjustly enriched through the sale of expensive products that they know to be defective.

  Business Response

  Date: 02/10/2025

  Were truly sorry to hear about your experience with your LEVO. We always aim to provide high-quality products and great customer support, and we understand how disappointing this must be. Our warranty covers **** units for one year from the date of purchase, with the option to extend coverage through ********* at checkout. In this case, ********* was not added, and since the unit is outside the warranty period, we werent able to offer a replacement. We know this isnt the outcome you were hoping for, but we appreciate your feedback and take it seriously. If theres anything else we can do to help, please dont hesitate to reach outwed love to assist in any way we can.
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22878545
  
  I am rejecting this response because:

  This item was not received on the date of purchase as already explained to Levo.

  Furthermore, **** is fully aware that their product has this issue, that it works once and then refuses to turn on.  Multiple customers have had the same experience, yet it continues to be sold despite the defect. This is unacceptable and consumer fraud.

  The fact that Levo responds only by refering to their warranty demonstrates that they want to completely avoid addressing the true issue with their product.

  A warranty that runs rigidly from the date of purchase for an item that was a gift and not given until later is unfair and purposely so.

  Levo must take responsibility for their expensive product, stand by its construction and do the right thing by the customer. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product broke when my husband first purchased this LEVO machine. Each time Ive contacted them they tell me its ok to keep using the broken machine from day one. Now its completely useless and broken they still tell me to do all these steps. Like what has to happen my house catch on fire because you told me to keep using this product instead of replacing it it. Then when I ordered a piece I had to remind them of it and all of a sudden it was in my mailbox. Then to look on ****** and they have a scam on this company allegedly. I only wanted them to replace the product.

  Business Response

  Date: 01/15/2025

  Thank you for reaching out to us and for sharing the screenshots regarding your machine. We appreciate your patience while weve taken the time to carefully review your case.
  

  We see that a link to file a claim was sent to you in February 2023, during the warranty period. However, our records do not indicate that a claim was filed at that time. Unfortunately, as your product is now outside of the one-year warranty window, we are unable to process the claim under our standard policy. To provide additional coverage beyond the one-year warranty, we offer the option to purchase ********* at the time of purchase. Since this plan was not added to your original order, we must adhere to the standard warranty terms in this case. We understand this may be disappointing, and we sincerely apologize for any inconvenience. As a gesture of goodwill, we have offered a custom discount to you which you can use toward a future purchase.

  We value your feedback and your experience with LEVO. If you have further questions or would like assistance exploring other options, please dont hesitate to reach out.

  Thank you for your understanding, and we hope to continue serving you in the future.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22811750
  
  I am rejecting this response because:
  There was no email that stated for me to return the product. *******, the representative from your company at that time who responded. They only offered me a $50 gift card discount at that time. There was information sent to me regarding sending the product back during the warranty time.  All of the correspondence from **** never offered to return the product. Your company continued to tell me its fine and to keep using. Please review the above attachments for prove. These are responses from your company. The only time you bought up about a warranty was.. NOW AFTER THE ***** I would like for you to replace this product. 
  Sincerely,
  
  ******** Marshall 

   

   

  Business Response

  Date: 01/24/2025

  Thank you for reaching out. We truly appreciate the opportunity to clarify what happened.

  In our initial communication, we offered two options to best accommodate your situation: (1) keep the machine if it was in working condition and receive a $75 gift card, or (2) return the machine for a replacement. Both options were outlined in the same email, but unfortunately, we didnt receive a response, and the ticket was eventually closed.

  In September, a new ticket was opened with a different agent, reporting an issue with your machine. At that time, the agent requested the order number to verify warranty eligibility and assist further. However, we didnt receive a response to that request, and the ticket was closed after a period of inactivity.
  

  We also want to mention that our website has a self-service option for filing claims, available through the link in the footer of our homepage. Based on our records, no claims were filed during the return or warranty period.
  

  When we received your email in January, the warranty for your machine had expired. Unfortunately, we were unable to process a replacement outside of the warranty timeframe.

  We understand how disappointing this must feel and truly apologize for any inconvenience this may have caused. We hope this explanation provides some clarity.

  Thank you for your understanding.

• Initial Complaint

  Date:01/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a Levo II as a gift last year. Little pieces of the lid surrounding the pivot pins have been crumbling away. A quick search reveals hundreds and hundreds of complaints for this very same problem. Reached out to Levo who refused to stand by their product. Utter garbage.

  Business Response

  Date: 01/13/2025

  Thank you for providing this feedback. As outlined in our warranty and return policy, proof of purchase is required to validate warranty claims. This helps us confirm that the product was purchased directly from us or one of our authorized retailers, ensuring eligibility for coverage. Unfortunately, without an order number or receipt, we are unable to verify your purchase or determine if the product qualifies under our warranty. Additionally, our policy does not extend to items purchased second-hand or from unauthorized sellers, as we cannot guarantee the product's condition or authenticity under such circumstances. We truly regret any inconvenience this may cause. If you can locate a valid proof of purchase or order number, we would be happy to revisit your claim promptly.

• Initial Complaint

  Date:12/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered something from levo oil influsion for Black Friday. At the time of ordering all products were marked in stock with no notice of delay shipping or out of stock. I placed my order as usual and received an email saying it would be shipped as usual. It is now been almost a month and I've yet to receive everything. I contacted the business 10 days after placing the order just to be told that they had now marked all of my items out of stock and had put delay notices on everything. Mind you they had already taken payment from me and at the time of my order nothing was marked out of stock or delayed. Now almost a month later every time I contact them no one can tell me anything. From what I'm seeing online this is a common occurrence and affecting many other people. This is not the way to treat customers

  Business Response

  Date: 12/18/2024

  Thank you for reaching out and sharing your concerns. We truly value your feedback and sincerely apologize for any inconvenience youve experienced.
  
  At the time of your order, we did have a delayed shipping notice on the product page to provide transparency about potential delays. Were sorry if this was missed, as we understand how important clear communication is when making a purchase.
  
  Since learning about your concerns, weve been working closely with you to find a resolution. We offered several options to address the delay, including splitting your order to ship available items, swapping for in-stock products, or issuing a full refund. As a courtesy and at no additional cost, we split the shipment and provided an estimated restock timeline for the remaining items.
  
  We strive to maintain open communication and have been in contact throughout this process to keep you updated. However, we understand your frustration and sincerely regret that this experience fell short of your expectations.
  
  Please know that your satisfaction is very important to us, and we are committed to ensuring the remainder of your order is shipped as soon as possible. If there is anything else we can do to make this right, dont hesitate to reach out to us directly.
  

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** offered a 25% discount for black Friday. I wanted the machine and on Tuesday morning 12/3/2024, with the ad banner currently running on the **** website, I tried to make the purchase. However, I was not able to use the discount code. I contacted Levo support and was told the sale expired they have not removed the ad. Levo admitted in writing the ad was running that their mistake and that they would not honor the currently advertised pricing. Documentation including my text chat with Levo and screenshot of the advertisment running 12/3/2024 is available upon request.

  Business Response

  Date: 12/05/2024

  Thank you for your feedback. We have already sent the code to you allowing you to purchase your machine at the advertised price. This has been resolved on our customer support team's end. If you have further requests, feel free to reach out.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in March 2023 i purchased a Levo 2. no physical damage, but right after the one year warranty, my machine broke in the middle of me using it. it displayed an error "Please Close Lid" and no matter what, will not be fixed. it made the machine unusable, as with the error message you cannot use the machine at all. $300+ on the machine, hundreds on other equipment and ingredients- when contacting Levo support, they stopped communication midway 2 times before i finally got a third full response of "well, it's out of warranty so there's nothing we can do" really? no way for me to have it repaired even for a cost? **** is a scam, their products are designed to die after warranty, and they will gladly let you waste hundreds if not thousands of dollars on products designed to break. Do not trust ****, do not buy their machines.

  Business Response

  Date: 09/18/2024

  We sincerely apologize for the frustration and inconvenience you experienced with your LEVO machine. We understand how disheartening it must be, especially after your investment in both the machine and the necessary ingredients. We strive to provide our customers with the best possible products and support, and its disappointing to hear that we didnt meet your expectations.
  
  Our machines are designed and tested with the utmost care, and we are committed to quality. There are no intentional flaws or designs that should cause our products to stop working after the warranty period.
  
  In your case, we see that your machine was purchased over a year and a half ago, placing it about six months beyond the standard warranty. We do offer the option of extended coverage at the time of purchase to provide additional peace of mind, but in this case, we do not show that it was selected. We understand how frustrating it is to encounter an issue just after the warranty period, but in order to be fair to all customersespecially those who have purchased extended coveragewe are unable to make exceptions once the warranty has expired.
  
  While we are unable to repair machines or cover replacements past the warranty timeframe, we are always here to help troubleshoot or offer guidance on any potential solutions. If youd like, wed be happy to take another look at your machine's error to see if there's any troubleshooting that can be done.
  
  Once again, we truly apologize for the experience youve had. Please dont hesitate to reach out if you have any further questions or would like additional assistance.

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company used deceiving tactics to not have to honor their warranty that I paid extra for!

  Business Response

  Date: 01/19/2024

  Hi,
  
  We deeply regret any confusion or inconvenience this situation may have caused you. The warranty you purchased provides options for a replacement or a gift credit to our store, rather than a direct refund. According to our terms and conditions, the **** Care plans are designed to cover mechanical or electrical breakdowns under normal usage and accidental damage from handling throughout the coverage period. Unfortunately, these terms do not extend to a refund to your payment method beyond the 30-day window.
  
  For reference, our tincture recipe (******************************************************) includes a cautionary note advising against the use of alcohol in a **** II, or any of our **** infusing machines. This is also outlined in our Help Docs (**************************************************************************).
  
  Please accept our sincerest apologies for any inconvenience this may have caused.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21168341
  
  I am rejecting this response because the lid on the device broke and this is a major issue if the bbb looked into it and when contacted about it the business did everything they could including refusing a phone calll to discuss as they continued to act like they had no clue what I was talking about and would not help me!!!

   

  even though I purchased an extended warranty and its a known manufacturing or design issue..not only this they should also have a recall on these!

   

  bbb due your due diligence and hold this company responsible for not just me but all the other customers who are being lied to and manipulated by this company!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/19/2024

  Hi,
  
  Please accept our sincere apologies for any inconvenience this may have caused. Our team is committed to ensuring customer satisfaction, and we regret that your experience did not meet the high standards we strive to uphold.
  
  As per our policy, for any warranty-related replacement, it is required that the original machine be returned to us. We note from your correspondence that the machine has been disposed of. Regrettably, this prevents us from proceeding with a direct replacement as per the warranty terms.