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:06/13/2025

  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.

  My first package was lost, then a replacement sent out and not I cannot get an update on that one.

  Business Response

  Date: 06/30/2025

  Hi *****, 

  We see that our Customer Support Team has been assisting you with this issue and that your product was delivered. We have provided screenshots of the successful delivery. We are glad to see that this matter has been completely resolved. 

  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  Date:05/23/2025

  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 recently purchased the Le-vel Thrive GLP-1 products. I took them for 6 days and had scary chest tightness and heart palpitations. I stopped taking the products immediately. I contacted Le-vel who offered to exchange my products for other Le-vel products and I declined. When I asked for a refund instead, they offered 50% back of my purchase price and I would have to pay to ship them back. I still had ******************************************************** since their products caused a scary reaction. I think Le-vel needs to be reported because their products are not safe and they do not stand by their products.

  Business Response

  Date: 07/03/2025

  Hi ******,
  
  Thank you for sharing your concerns. We have reviewed your account and want to assure you that your report was carefully evaluated by both our Customer Support and Product Review teams.
  As part of our resolution process, we offer you the opportunity to return your products in accordance with our published return policy. This policy is publicly available on both our official website and the Better Business Bureau (BBB) listing. Our team also offered a product exchange, and when that was declined, provided you with instructions on how to return your products under our return policy for a partial refund consistent with our policy, which is designed to be fair and transparent to all customers.
  
  We appreciate your feedback and take product safety seriously. While individual reactions can vary, we have hundreds of thousands of customers who use ****** products without issue. We encourage all users to consult with their healthcare providers before starting any new supplement regimen.
  
  Thank you again for bringing this to our attention.
  
  Le-Vel Dispute Resolution Team

• Initial Complaint

  Date:05/16/2025

  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 was sent over $250 almost $300 of expired products through Thrive Level. I have heard they are manufacture dates and have two years shelf life but Im sorry that is not true. I do not want something made years ago bc it wont be as potent as something $250-300 a month should be. That should be dated for 2025! I will NOT ship back expired products to re sell to other people at my expense and want either ************************ my money back asap.

  Customer Answer

  Date: 05/20/2025

  Hi!

  reached out to the company and they gave me the same story they give everyone that complains about the expired products stating that is the *** date and that they dont expire till 2.5 years from that date however I find this unacceptable as vitamins lose their potency as they age and they are very expensive products so for premium vitamins I feel they shouldnt be close to expiring. Makes no sense. I will not ship these back at my expense and waste more time as I am trying to diet and need either a credit to my account or unexpired products shipped to me. Once I receive them then I will ship my stuff back but I truly feel that that is a terrible business model.. please help me this is a MLM scam! Thank you

  Customer Answer

  Date: 05/20/2025

  Hi!

  reached out to the company and they gave me the same story they give everyone that complains about the expired products stating that is the *** date and that they dont expire till 2.5 years from that date however I find this unacceptable as vitamins lose their potency as they age and they are very expensive products so for premium vitamins I feel they shouldnt be close to expiring. Makes no sense. I will not ship these back at my expense and waste more time as I am trying to diet and need either a credit to my account or unexpired products shipped to me. Once I receive them then I will ship my stuff back but I truly feel that that is a terrible business model.. please help me this is a MLM scam! Thank you

  Customer Answer

  Date: 05/20/2025

  Hi!

  reached out to the company and they gave me the same story they give everyone that complains about the expired products stating that is the *** date and that they dont expire till 2.5 years from that date however I find this unacceptable as vitamins lose their potency as they age and they are very expensive products so for premium vitamins I feel they shouldnt be close to expiring. Makes no sense. I will not ship these back at my expense and waste more time as I am trying to diet and need either a credit to my account or unexpired products shipped to me. Once I receive them then I will ship my stuff back but I truly feel that that is a terrible business model.. please help me this is a MLM scam! Thank you

  Business Response

  Date: 06/02/2025

  Thank you for your report. We see that our customer support team provided you with guidance and an explanation that "MFG" is the manufacture date and not the expiration date. They also confirmed that the products you received are not expired. If you wish to return your products even though they are not expired, you may do so by following our return policy that is found on our website and published on the BBB website. Please let our customer support team know if you would like to proceed with a return/refund in accordance with our policies and they will be happy to assist you further. 

  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  Date:05/16/2025

  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 purchase their products, a system called my GLP, for $200. I got very sick almost immediately. When I contacted the company for a refund, only used products for 5 days out of 30, they made the refund/return policy very cumbersome and I have to pay to ship the product back. I had to give detailed information of what happened and answer other questions. They make the process frustrating. I have worked with other *** companies and their customer service is way above this company.

  Business Response

  Date: 06/02/2025

  Thank you for your report. Please understand that it is our standard protocol to obtain detailed information related to anyone reporting that one of our products caused any type of issues or discomfort for the consumer. It is standard procedure for responsible companies to obtain such information for trending and reporting purposes. With regard to your return request, our customer support team followed our standard procedures in line with our return policy that is published on our website and on the BBB website. 

  Please understand that we have taken all reasonable action that any responsible company would take under the same or similar circumstances. 

  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  Date:04/23/2025

  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 started the glp patch and supplements after 5 days I developed a chemical rash/burn on both legs. Of course I stopped using the products. The burns have caused pain and missed work. When speaking with the company they urged me to keep taking the capsules and shakes just not use the patch. They offered me credits to buy more product. I said I want a refund and in order to do that I have to return unused product at my expense, they will only refund a partial amount. I have been in pain and haven't made a fuss but I want my full amount back. I am not taking any more of their products even when they offer credits to do so. I will include pictures of my legs for evidence on what happened.

  Business Response

  Date: 05/08/2025

  Thank you for your report. We see that our Customer Support Team approved for you to receive a refund for your order without needing to return your products. We have attached a screenshot of your account reflecting a full refund of the purchase price. 
  

  We hope this resolution provides you with the outstanding service you were hoping for. 

  Thank you, 

  Le-Vel Dispute Resolution Team

  Business Response

  Date: 05/08/2025

  Thank you for your report. We see that our **************** Team authorized a refund of your purchase price without you having to return your products. We are happy to see that they were able to provide you with the resolution you were seeking. 

  Thank you, 

  Le-Vel Dispute Resolution Team. 

• Initial Complaint

  Date:04/21/2025

  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 company does not offer a way to change, modify or stop my subscription other than to log into my account. I no longer have access to the email account that I originally set up the subscription for. I have tried to email them using a different email to tell them to stop using my credit card. I would be happy to give them a different card number but they do not respond. I tried calling them and there is no one that answers the phone. There is an automated message indicating that I need to log into my account. Unfortunately I do not have access to the information used to set up the account. But it is my credit card they are charging.

  Business Response

  Date: 05/21/2025

  We are sorry to hear you have been having trouble logging into your account. You can go to our website at www.le-vel.com to reset your password. We have provided screenshots of your account showing your username and email. By using the "forgot password" feature, you can easily reset your password. In the meantime, we have canceled your autoship profile on your account until such time that you reset your account password and access  your account. If you have any other trouble, please feel free to email ************************************* and provide include the screenshot we are providing you here so we can assist you further. 

  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  Date:03/20/2025

  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 recently purchased Thrive Le-Vel GPL system, March 2025. When I was placing my order and was attempting to finalize, the screen went blank. I assumed my order did not go thru. I thought it was a glitch with my phone. I then reentered all my information to place the order. I received a message from the promoter within 15 minutes of doing so that my order went thru twice. My promoter, ****** ****** sent an email to Le-Vel to explain the error and to cancel 1 of the shipments. I also sent an email right after intial order was placed to cancel one of the orders. Neither of us received any response to our requests. Several days later I received an email that my order had shipped. I received both orders. I have since sent 5 emails to request a return ticket. Le-Vel requires a return ticket to refund customers. I haven't received any replies. My promoter has sent 2 emails also on my behalf and reports no return reply. I also called customer service several times only to reach a pre recorded message that customers and promoters need to reach out via email with any concerns.The phone number to customer service is ************.I started the system and had increased blood pressure readings and severe nausea after consuming the shakes. I cannot tolerate the shakes so I have discontinued their use. I have hypertension and can't risk this adverse effect. I would like to also return the unused shakes for a refund hence my $300.00 refund request. The *** system was $225.00. I guessed on the refund for the shakes, one package is sealed, the other bag was opened.I am requesting a refund for the order error and my unused product. The customer service is lacking and I need help in securing a refund.Thank you in advance.

  Business Response

  Date: 04/22/2025

  Dear BBB Resolution Department,
  
  Thank you for the opportunity to respond. Our Customer Support Team has worked directly with the complainant and we believe the matter has been fully resolved.
  As confirmation, we have attached screenshots showing that refunds were issued for both orders:
  
  Order ********: $202.50
  Order ********: $112.50
  
  We are committed to addressing all customer concerns promptly and fairly, and we believe this resolution reflects that effort. We respectfully request that this case be marked as resolved and closed.
  
  Please let us know if any further information is needed.
  
  Thank you, 
  
  Le-Vel Dispute Resolution Team

• Initial Complaint

  Date:03/18/2025

  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 got talked into ordering le-vel. I immediately changed my mind the next day after looking how expensive they were to get every month. I hit cancel button before it shipped. They didn't check it or respond until after it had shipped. So then I asked a refund once I returned it. I refused the package when it arrived and got the tracking number. I emailed customer support and gave them tracking number and asked for my refund. It has been since Feb and still no refund.

  Business Response

  Date: 04/01/2025

  Hi *******, 

  We are not able to locate any orders using the name and address provided. Please kindly provide us with your account ID Number along with the email you used to create your account. 
  
  Thank you, 

  Le-Vel Dispute Resolution Team

• Initial Complaint

  Date:03/06/2025

  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.

  I had signed up with this company and didnt realize that I had selected authorship I had sent a message wanting to cancel the shipment before it was shipped and they had advised that it was too late, at that point I had been to my doctor and was almost hospitalized with a severe kidney infection and kidney stones that I was completely bed ridden with fever and disillusioned. They advised that when I receive the package that I needed to return it at my cost and the product unopened and unused, so I did exactly what they asked and then today I received a message stating that I was only going to get back $255.80 due to a 10% restocking fee and the shipping and handling. This whole process has been ridiculous. I want to be reimbursed for the remaining ***** that they still owe me. I did everything that was asked of me. This company is a scam. I did buy the first supply and the products dont work like they suggest and for the price they should stand behind their products very unethical. I work in marketing and I cant imagine treating my clients they way I have been treated I hope others learn about this before they are treated the same way

  Business Response

  Date: 04/01/2025

  Hi ********,
  
  Thank you for your continued communication. As previously noted to you in our ticket correspondence (attached), your refund of $255.80 was issued on March 6, 2025, in accordance with our return policy, which is clearly published on both our website and on the Better Business Bureau (BBB) website. Your refund reflects the original purchase amount less the 10% restocking fee and shipping charges, as outlined in the return terms provided to you prior to the return.
  
  We also want to reiterate that you were sent a reminder email on February 17, 2025, before your autoship order processed, giving you the opportunity to make any changes if needed. Once the autoship was processed, it entered immediate fulfillment and could not be canceled.
  
  Weve handled this matter responsibly and in full alignment with our policies. All correspondence related to your return, refund, and communications is attached for your reference.
  
  We consider this matter resolved and appreciate your understanding.
  
  Le-Vel Dispute Resolution Team

  Customer Answer

  Date: 04/01/2025

  I have reviewed the business response and accept this resolution.  I am not happy with the outcome, I feel that not only are their products are overpriced, but they are also deceptive and take advantage of people even at their weakest moments.  I will never purchase or recommend their products or their services to anyone. Very poor business practices. 

• Initial Complaint

  Date:02/25/2025

  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 received 2 shipments from LE VEL and recently found out that many people are receiving expired products. Since I started the products right after receiving them, I did not think to check the expiration dates. After learning this information, I went to my newly ordered supplies to check the dates and have found many of them are expired. It is a 3 step system of patches, shakes, and vitamins- so if a portion of the products are expired, it makes the 3 step program pointless. I have asked for a refund and was told to ship the products back but would have to pay shipping and a 10% restocking fee. This is an unacceptable solution as I shouldnt have to pay a ***** because they decided to send me expired products and I do not trust that they wont be redistributed so this is not even an option. I do not want new products sent to me. I no longer trust nor want to deal with this company. I just want my money back. Here is a breakdown of my products: Thrive elite vanilla lifestyle shake: manufactured 2/24 and only good for one year. The thrive elite vitamins are not expired- but as I said it is a 3 part system so if the shakes are expired- what good are the vitamins? And Thrive elite DFT patches-either produced or expired on 9/18/23. So 2 parts of this order are expired. For my other order I placed the same day: thrive jingle and ginger shakes: manufactured 11/23. The patches are not expired for this order. And the vitamins expired 9/23. I do not want credits on my account. I just want my money back. I didnt pay for expired products and this should be illegal.

  Business Response

  Date: 03/10/2025

  These are manufacture dates, not expiration dates. 

  We hope this information has been helpful to you. 

  Le-Vel Dispute Resolution Team

  Customer Answer

  Date: 03/10/2025

  I am rejecting this response because:   Yes and they are expired Sending out products made for consumption that were produced in 2023 when it is 2025 is not acceptable and I hope others see how unhelpful and uncaring your response is. Your customer service is awful. 

  Business Response

  Date: 03/11/2025

  Dear BBB Representative,
  
  We appreciate the opportunity to address this matter. The complainant has alleged that our products are expired, and we have clarified to her multiple times that the dates indicated on the packaging are the manufacture dates, not expiration dates. Our Customer Support Team has also provided this explanation to her directly.
  Additionally, the complainant disputed the charges with her credit card company and has already received a full refund. Despite this, she has refused to return the products, meaning she has both received a refund and retained the merchandise. We have made every reasonable effort to resolve this matter in a fair and responsible manner.
  
  For reference:
  *** products have a three-year shelf life from the manufacture date.
  Capsules and shakes have a two-year shelf life from the manufacture date.
  The provided images confirm that the products in question are not expired. Please let us know if any further information is needed.
  
  Thank you for your time and assistance.
  
  Le-Vel Dispute Resolution Team

  Customer Answer

  Date: 03/11/2025

  I am rejecting this response because:   Interesting how much the tone has changed when talking to the better business bureau vs the consumer. I was constantly blown off by le vel customer service until now when they have lost money due to sending expired products. If only the manufacture dates are on the products- why arent the expiration dates included unless you are wanting to continue to send expired products to your customers?- which from looking at reviews on here- many customers are having the same issue. There is absolutely no proof of the alleged expiration dates and it sounds like the company is just making up numbers as it sees fit. There is no need to ship expired products back just so they can be resold to another customer. Its unethical. Not only would they like me to pay to send the products back, but they told me they will charge me a 10 percent restocking fee. Absolutely not. I hope others decide to dispute their credit card transactions with them as well once they read this and see that they have been sent expired products meant for consumption. Its morally reprehensible what le vel is doing and they claim to be a health and wellness company.