Complaints

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

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didnt sign up for anything I had no idea what this charge was on my statement I called them to find out what it was they said they can only pay back 2 months i never used it they said i never access any of there services and i want a refund of $705.00

  

  Business Response

  Date: 03/22/2024

  Hello there,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  We have already cancelled you and refunded 4x$49. 

  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.
  
  
  Thank you for bringing this to our attention, and we appreciate your understanding and patience.

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 the program on *** 5,2024 for one time cost of $31.67. Post date was *** 8th,2024. Then on next statement was a $53.51 charge posted *** 15th,2024.Then on this month statement is $53.51 charge again posted on Feb 11th,2024. I agreed to pay $31.67. Would like a refund ***********************

  

  Business Response

  Date: 03/22/2024

  Hello *****,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  To better assist you, I have cancelled the subscription and refunded 3x$49 back to your original payment method..
  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.
  
  
  Thank you for bringing this to our attention, and we appreciate your understanding and patience.

  Customer Answer

  Date: 03/24/2024

   
  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.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 03/24/2024

  I'm very happy with the way Svelte handled my complaint. Thank you very much  *******************

  

  Business Response

  Date: 03/25/2024

  Hi, team. I thought this was resolved. 

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023 I purchased a 29 *********** (Metaboost Program) from SVELTE INC,I never subscribed to a monthly/yearly/lifelong program or membership with this company, but they keep charging me 49 UDS every month. I contacted them but received no reply. I request that they stop Immediately charging me money and cancel my credit card details from their database. I'm not interested in receiving their services or material. I Also ask to get a refund for the 235 USD I was charged so far.If, for whatever reason I was enrolled in one of their programs without my knowledge or consent, or through misleading information, please consider this email as a confirmation that I want to cancel whatever subscription or membership was activated, and I expect that they will not charge any fee to my credit card from next month (April 2024) onward.Thank you for your help.

  

  Business Response

  Date: 03/19/2024

  Hello there,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  To better assist you, I have cancelled your subscription and extended the money back guarantee from 60-day to 120-day. I have refunded 4x$49. 
  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.
  
  
  Thank you for bringing this to our attention, and we appreciate your understanding and patience.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21448277
  
  I am rejecting this response because:

  Since I purchased their 29 $ Metaboost Program in October 2023, I was charged 49 $ a month for 5 months, not 4, respectively in October, November, December 2023 and in February and March 2024 for a subscription that I never intended to activate. Therefore, I think I should be refunded 245 $ (5 x 49 $), not 196 $ (4x 49 $), in total. 

  
  Also, I am no longer interested in receiving regular emails from any member of the SVELTE staff regarding any diets, recipes, exercises or any other product, service or program that the company provides. I therefore kindly ask to cancel my subscription to their emails as well. I would do it myself, but, considering my past experience with this company, I would rather NOT click on the UNSUSCRIBE link that appears at the end of their emails because I'm afraid that that link too could redirect me to a new page, offer or link that would in turn automatically ead me to unknowingly accept a new purchase. It happened before and, for reasons that I can explain in detail and document if needed, I'm now convinced that it happens regularly at every step of the process whenever you are dealing with SVELTE, whether you are just trying to complete the payment of a one-time buy product or to cancel your subscription to a life-long program you never willingly signed in to in the first place.

  
  As I do not wish to be contacted by this company again in the future, I also request that my personal and card details are deleted from their database.

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

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

  

  Business Response

  Date: 03/19/2024

  Hello. We apologize for any inconvenience you have experienced. Our subscription service is optional, and customers have the opportunity to opt out during the checkout process. If you believe you were subscribed unintentionally, we encourage you to contact our 24/7 customer support for assistance with canceling your subscription. Regarding your request to unsubscribe from our emails and delete your personal and card details from our database, we take your privacy seriously and will ensure that your preferences are respected. Please provide us with your email address so that we can promptly address your concerns and take the necessary actions. Thank you for bringing this to our attention, and we appreciate the opportunity to resolve this matter for you.
  
  
  
  

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21448277
  
  I am rejecting this response because:

  On Monday March 18, I received a reply from SVELTE on my personal email address. Answering one of the emails I had sent them before filing my complaint, a member of the SVELTE TEAM, called *********************, explained to me that I had been charged 49 $ a month for 5 months because, while purchasing one of their one-time buy products, I had "chosen" to "take  advantage of the 7-day free trial access to the Accelerated ************************" (I'm quoting literally). He specified that, if I wanted to cancel my subscription, I could click on the link provided at the end of his email.
  I knew I had never willingly opted for a life-long membership, but I tried to unsubscribe as suggested. Unfortunately, when I clicked on the ***** HERE link at the end of ******* message, after inserting my email address and pressing the look up my subscription button that appeared below, I was redirected to a different page. The page contained a video and a special offer. If I scrolled down the page I was given two options, I could either chose to get a Monthly Access to the Accelerated ************************ at a reduced price or a Lifetime Access for 99 $. Of course, I WAS NOT INTERESTED IN EITHER of these options, as I was trying to cancel a subscription that I never wanted in the first place. There was no way to EXIT the page: If I didnt select one of the offers, the only alternative was to click on a link at the bottom of the page that said No, thanks. I don't want to be a member; I would like to try it alone". Oddly enough there was no "cancel your subscription" link or button and it was unclear what exactly I was supposed to "try alone" if I clicked. I suspect that if had, I would have automatically accepted to "try" the monthly access only, excluding the lifetime membership. Which, again, is not the same as CANCELLING my current subscription. In other words, the page as a whole and that link in particular seems to have been created and designed to deceive and/or mislead me and other customers into selecting or signing in to an unrequested service, while trying to unsubscribe.
  
  I'm beginning to see a pattern here. I'm pretty sure something very similar happened when I bought their 29 $ Metaboost Program. I clearly remember I never knowingly selected the 7-day free trial access to the Accelerated ************************ (ABTC) and subsequently subscribed. I also recall that during the purchasing process, I was directed to a page not dissimilar to the one I described above and clicked on an equally ambiguous link while trying to complete my purchase and exit, not because I am distracted but because, I understand now, everything on that page (the unclear information, the very words used to describe the different offers or the links etc.) was purposefully arranged a certain way to lead to error. Like many other customers before me I didnt click on the wrong link. The right link simply didnt exist.
  
  I therefore kindly ask SVELTE to:
  1) Proceed to cancel my subscription/membership to the Accelerated ************************ (ABTC) and my access to any service/s or material they provide.
  2) STOP charging me 49 $ a month from NOW on.
  3) Refund me the 245 $ (49 $ x5) they have charged me so far because I've never had the intention to subscribe to any of their services or to gain access to the Accelerated ************************ (ABTC) after a 7-day trial. I have reasons to believe that I was purposefully misled into subscribing by being redirected to a page and clicking on a link that were specifically designed to lead to error.
  4) Stop sending me regular emails and unsubscribe me from their mailing list.
  5) Cancel my card and personal details from their database

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

• Initial Complaint

  Date:03/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a one time, downloadable workout program with a single, one time add on in January, 2024. I did not purchase, or give permission or agree to a recurring charge for a monthly $49 payment (or any other). I have now seen that this recurring payment started less than 7 days after I made a one time purchase (for which I have email receipts for - but no receipt for a membership or recurring payment) and then another 2 charges for $49 in February and March. It is wrong that personal credit card info is being used to auto process a monthly charge without your customers knowledge. I would like a refund for the $147 that I did not authorize.

  

  Business Response

  Date: 03/18/2024

  
  Hello ****,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  To better assist you,I have cancelled the subscription and refunded 2x$49.
  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.

  Customer Answer

  Date: 03/18/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/15/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 have been charged regularly on the 26th of each month for last 4 months in ** funds. I have never ordered of this subscription. Please cancel. I see that there are over 200 other complaints of this nature too.

  

  Business Response

  Date: 03/18/2024

  
  
  Hello ****,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  To better assist you, we have cancelled the subscription and refunded 2x$49.
  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.
  
  

  Customer Answer

  Date: 03/18/2024

   
  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.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 03/18/2024

  Thank you for your help in this matter. I feel that my "subscription" was not truly done by me and was an automatic response when you get their trial brochure.  Although I had paid for 4 months of this"subscription" , I am only receiving 2 months (2x $49) in refund. But do accept their resolutio of this matter,  However,  I do not wish to receive any further information and would like my email address removed from their listing.    

• Initial Complaint

  Date:03/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Svelte Media is charging ***** ($49) a month on something I did not authorize. I did not opt for any monthly subscriptions however, I am being charged for one. I would like my money returned and for them to stop charging me please Refund required for Monday 12th February ***** and Monday 11th March ***** Please ensure no further DD are taken from my account.

  

  Business Response

  Date: 03/18/2024

  Hello there,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  To better assist you, I have cancelled your subscription and refunded 2x$49.
  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.
  
  
  Thank you for bringing this to our attention, and we appreciate your understanding and patience.

  Customer Answer

  Date: 03/24/2024

   
  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.
  
  Sincerely,
  
  Ms. *******************************

• Initial Complaint

  Date:03/13/2024

  Type:Billing 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 recently noticed a charge on my credit card (*****) that I thought was coming from a subscription based order for my vitamin supplements each month and did not think anything of it until I looked up the company and saw that was not. It was coming from SVELTE media. I looked up the company and saw it was from a company that I had done a trial program with and had cancelled the same week. I did not choose or agree to a ***** monthly charge. I researched my credit card statements and discovered that they had been charging me monthly since April 2023. This was not an authorized charge. I am embarrassed to say I did not investigate it early and was very upset to discover this. I did more research and saw other complaints of similar nature. I would like to have my money refunded. I have since gone on the website to cancel it again and it won't allow me to do it. It takes you through pages and videos and the button to simply cancel does not work.

  

  Business Response

  Date: 03/15/2024

  
  Hello there,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  To better assist you,I have cancelled your subscription and extended the 60-day money back to 120 days. I refunded 4x $49. 
  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21428390
  
  I am rejecting this response because I did not sign up for this and they have refunded 4 months worth and have been charging me for 11 months. I would like at least 2 more months refunded and then I will call it even. I had emailed them directly and said i would be willing to settle for at least half what they charged me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/25/2024

  Hi, please know that we only offer 60-day money back guarantee and we extended it up to 120 days. Unfortunately, we can no longer refunded all 11 months. You can contact us anytime when you realized you were under subscription to cancel it.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21428390
  
  I am rejecting this response because:

  If I had known that I was somehow signed up for something I did not choose I would have asked for my money back sooner. It is obvious that this is a common problem and a lot of people were "Inadvertently", as you put it , signed up for something they did not want. I do appreciate that you refunded 4 months, as I am sure you feel it is generous. If you look at it from my perspective, you gave me 1/3 of my $ and you kept 2/3 of my money. I obviously cannot make you refund the entire amount but I had hope you would show some integrity and right the wrong. I was willing to own my mistake of not noticing it sooner and offered a settlement that would split the difference but you didn't even honor that. It is sad.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/08/2024

  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.

  I was charged for services I never received. A trial period I never used ********* issues. And never consented to membership. They took advantage of my age and I feel I was tricked.

  

  Business Response

  Date: 03/11/2024

  
  Hello there,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  To better assist you, I have cancelled the subscription and refunded $49. 
  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 signed up for a 7 day free trial, I went to cancel the subscription so I wouldnt be charged after 7 days and my toddler kicked my phone. They had a big yellow purchase button on the screen & smaller font below to say no thanks, cancel, so of course her heel hit the purchase button. I tried to hit the cancel button before it finished processing the payment, but no luck. They do have a money back guarantee and reversed the purchase but also cancelled my 7 day free trial (which I was not canceling, just the subscription). They refuse to honor the 7 day trial. Every other time Ive signed up for a free trial with different apps and websites (reading eggs, ******************** etc) whether you cancel that same day or decide to purchase, you still get your free trial. So if I sign up for the trial on 2/1 and decide to purchase 2/4, the billing wouldnt start until 2/8. If I cancelled, then I would still have access until 2/8 but wouldnt have to worry about being charged on 2/8 for the subscription. I thought that it was just an error with their website and asked them to send it to the IT department to fix, but they said once the purchase is made, the free trial ends and Im unable to sign up for it again (even though it was all done the same day and the charge hadnt yet cleared my account, it was just pending).

  

  Business Response

  Date: 03/11/2024

  
  Hello April,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  To better assist you,the subscription was cancelled as well as the Svelte Life Series has been cancelled and refunded.
  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.
  
  
  Thank you for bringing this to our attention, and we appreciate your understanding and patience.
  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21387591
  
  I am rejecting this response because:
  I wanted the One and Done program. I am not disputing that. Im not sure if there is anyone with better reading comprehension maybe that works there? Im disputing the 7 day free trial for the Accelerated ************************. The free trial was cancelled and I never received it. I just wanted to actually try the free trial to see if I wanted to upgrade my purchase. I dont see what is so confusing about this. Honor the 7 day free trial is all Im asking for. Reinstate the 7 day free trial so I can decide if I want to give you more of my money. I did not request a refund or cancellation of the One and Done program. 

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

  

  Business Response

  Date: 03/13/2024

  Hi April,

   

  For your reference, the One and Done Workout Program is still active. We only cancelled the Svelte Life Series and One Minute Abs + Svelte Life Series. Hope it resolves the issue. 

  Customer Answer

  Date: 03/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is: good enough I guess. They cant control poor programming I suppose, but they might want to go with a different company to run their website.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/13/2024

  Hi, April. We only cancelled the Svelte Life Series  and refunded this for $99. 

• Initial Complaint

  Date:03/04/2024

  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.

  This company placed 7 unauthorized, unlawful charges onto my credit card without any permission to do so. It seems that they have been involved in this same fraud scam with over 300 complaints on trustpilot and other various platforms.I reached out and was issued a refund for 3 of the 7 fraudulent charges of $49 USD each. However they are making a claim that I signed up for a subscription service which was not the case. It seems that they have been running this scam for several months. I went back to their website to identify this supposed "opt in" for subscription services and I verified that there is no such option listed on the page. Clearly this is fraud and clearly I am not their only victim of fraud. I do not understand how they are able to keep up illegal activity.

  

  Business Response

  Date: 03/05/2024

  Hi *****,
  
  Thank you for contacting Svelte Training.
  
  I apologize for the inconvenience. I am happy to help.
  
  Could you please let me know the email address you use to purchase the program? I tried to search for your email address on our system but I did not find any record of a purchase.
  
  If you could provide your first name and last name used to place the order, or the order ID number of your purchase program that would be very helpful.
  
  Any information you can give to me would be appreciated. I look forward to your reply as I would love to help.
  
  Feel free to reach out if you need further assistance.