Complaint Review: Levella - Salt Lake City Utah

Levella places many adds on many sites the one I answered was for a 30 day supply for the cost of shipping which was part of a sister combination to the splendyr facial mask both products for the cost of shipping 30 day supply the add I answered was not for a 15 day trial of a 30 day supply I know I read it before I ordered.

However, the way the company seems to work is as soon as you order it converts to the following policy and the link you then followed with the evidence you need to prove your order is poof gone.  Even when they send the product to you It does not say anywhere in the product order to try for 15 days and if you are not satisfied with the results cancel your order and to return the remainder to the following address, before the order date then they also do not list address to return which is different then the company shipped from.

The company has changed names a few time and even went so far as to not put a physical address but now a P.O box.  even though the physical addresses are the same to the names of three different companies.

After my order I was getting swollen red spots that became dry and irritated. I tried to give the product a fair chance so I used it in intervals thinking maybe it was the product chemical reaction to the cleanser I use on my face.  that was not it so, after the 30 days I canceled my order.

I went back to a standard website and it stated that all cancellations would take place within 24 hours, if I canceled on the 31st of Jan then it should take effect by 1st of February.  3 days later the company billed me on the 3rd of February and sent me a second order on the 4th I recieved that on the 7th of February it says, usps however I recieved it from fed ex delivery?  Not sure how that happenes but it did.

I first emailed the company, no response. I emailed them again about the error, no response, I showed them their error nicely via email, no response again.  I then posted a copy of the cancelation confirmation from their company and a copy of my bank draft showing how they had no only billed me after cacellation but had sent me a product I did not order. That not only was this and unwanted charge but an unwanted product. still no response

After two weeks I called their company phone number now the terms contract agreement was stated to me that I need to return the product I had found websites that advertise the 15 day trial but the one I did was not that it was a 30 trial for the cost of shipping if you did not cancel in the 30 days then you would be billed the the next months fee for the next supply.  I explained to her that was not what I agreed to and even if this was the case it gave me no detail as to do this inside the box in which the product came.  

Her English skills were lacking as she still parroted back the same contract. So, I asked to speak to a supervisor she said let me see if one is available, then, put me on hold.  She came back and told me none were available after about 30 min of being put on hold off and on three times after being told she could not put me on hold?  the customer service person then said "we are just going around and around with this I have told you what you need to do to recieve a refund"  I told her that "no mam we are not going around about this I understand fully what you are sayin you are the one who is going around about this because you can not understand me, so what I need is to speak to a supervisor who can properly understand english" she then once again told me, "mam we are not allowed to put customers on hold."  I asked, "well are you allowed to hang up on them? because that is what you are going to have to do because I am not hanging up." Eventually she did hang up on me after becoming irate numerous times and I became equally irate in return.

I called back, again the run around till I said finally, "I am not hanging up till I speak to a supervisor, because you see I have tried to contact your company the nice way via email for the last week sent 8 emails since they do not feel its important to contact me via email I will wait. till they are available" after this she again put me on hold for about 5 min, when she came back she said, "she had put in a request for the company to call me back the following day during their business hours."  I told her that would be fine but if I cant trust the company to contact me in the least agressive means via email what makes them think I will trust them to actually call me tomorrow?"  She again stated she could not put me on hold. and I again stated she and the other customer service operator had already put me on hold more then once and they have a delimea because they cant put me on hold but they can hang up on me she said they are not allowed to hang up on the customer either.  

I told her, well your last CSR did.  Then I told her look lets cut the chase I have been in customer service for over 35-40 years since I was 18 sales and customer service and I have yet to see how your companies customer service policy is working as well how it is legal.  I have offered your company back their product but because of your shoddy customer service and policies you speak of good faith in your emails but your company doesnt even have good enough ethics to expect good faith from a customer.  She put me on hold then came back and said that "they have authorized refund of the payment" I said, "thats great now is your supervisor still going to call me because I still would like to talk to them."  

Parroted about the refund.  I asked "do you want me to send this product back to you?"  she said "no there is no need to send this back, said ok thank you for calling customer service goodbye.  I checked my email and it shows that they have authorized return funds.  However, despite what their customer service said their email said they want their product back.  Splendyr however seems to relize that it was a 30 day supply has cancelled their order with no additional products or charges?  Go figure that one out?

The sad thing about this is I have sensative skin I did not hold the product responsible for the irritation it caused and I never mentioned it although I would have if they simply asked, Why did you not like our product? I would have told them.  Maybe I would have even passed it on to a friend to possibly get them a customer via word of mouth.  However, I would never put any of my friends through this type of service, ever!