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Business Profile

Exercise and Wellness

Svelte Media, Inc.
BBB accredited business seal
BBB Accredited BusinessB+Rated by BBB

Complaints

Customer Complaints Summary

  • 303 total complaints in the last 3 years.
  • 100 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/23/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Since mars 2 2021 I was charged ! I just notice today 23-11-22 . Its been more than a year a pay for something I didnt want ! I want all my money back

    Business Response

    Date: 12/15/2022

    Hi there. The customer had initially availed of the One and Done Workout Program on 02/23/2021. This has a one time fee of $29. With this, the customer opted to avail of the 7 day free trial for the One Minute Abs + Svelte Life Series. This is something that customers tick on voluntarily on the check out page should they want it. It is noted and mentioned in the terms, that once the 7 day trial is over and the customer had not cancelled of it, they will be charged the monthly $19.95 for usage of the same program. Customer called in saying they were not aware of the charges made to their account. Customer was offered retention but she declined the offer. Customer has been granted refund in line with our 60 day Money Back Guarantee. We even extended the refund and terms to 120 days. That is double the terms that we follow for our money back guarantee. We have processed refund in the amount of $79.80 (4 months worth) back to the card on file. We have also stopped recurring charges on the customer's account.

  • Initial Complaint

    Date:11/21/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 an excercise program with a onetime charge, on July 17, 2022. I was then charged ***** for the past 4 months. I did not sign up for an ongoing service, and had no idea that they signed me up for a monthly service. In their emails, they never acknowledged that they were continuing to charge my debit card ***** a month. I am out ****** for something I never used. They mislead consumers into thinking there's a onetime charge and then continue taking money from our accounts with no communication or receipt of their charges. This company is knowingly stealing from people that put their trust in them, by ordering a product and unfortunately giving them access to their funds. They then take money, without communicating to the customers of their deceitful actions. This company should be shut down, they certainly do not deserve an A- rating. There's numerous complaints, identical to mine, they are obviously intentionally stealing people's money.

    Business Response

    Date: 12/03/2022

    The customer ordered the One and Done Workout program for $29 on 07/17/2022. On that same transaction, customer also availed of the ***** free trial of the One MInute Abs + Svelte Life Series Program, which in after 7 days and the customer does not cancel their subscription to this, they will be charged $29 monthly for the said program. This is something that they voluntarily tick off when they avail of the 7 day free trial. Most would often forget or miss about the note that it comes with saying that after the 7 day free trial, they will be charged monthly for the program if they're not able to cancel subscription to the trial. We understand that in some cases, customers may miss that. This is why we are always honoring a refund request within our 60-day moneyback guarantee period. In this case, we'll double it by extending the refund to 120 days. We shall process refund in the amount of $196 that will be returned to the customer's card on file. 



  • Initial Complaint

    Date:11/21/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
     
    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,

    *****************************

    Business Response

    Date: 11/30/2022

    I am seeing that ***************************** purchased our One and Done product on 11/20/2020 for $29 and when purchasing she was given an offer to get access to our Accelerated Body ******************* (Svelte Life Series) on a 7 day free trial. In order to take advantage of this offer, she was required to check a box. The offer also mentioned that if the customer doesn't log into their dashboard and cancel before the end of the 7 days trial or contact our *************************** requesting cancellation within that time period, she would automatically be enrolled in the monthly recurring subscription for $49. She reached out to us in February of 2022 to make an additional purchase of our Metaboost Connection program and at that time did not indicate that she would like to cancel her Accelerated Body ******************* (Svelte Life Series). When she reached out to us in November of 2022 and indicated that she would like to cancel her Accelerated Body ******************* (Svelte Life Series) membership we refunded her according to our 60 day money back guarantee as stated on our website and then refunded an additional 2 months as we empathized with her concerns. At the moment we have exhausted our refund guidelines and are unable to assist with further refunds. However, we are willing to provide the member with lifetime access to the Accelerated Body ******************* (Svelte Life Series) since she has paid for access for the past 2 years and did not use it. This is offer purely as a courtesy. Keep in mind that when a customer pays for the Accelerated Body ******************* (Svelte Life Series) on a monthly basis, they are paying for access and not usage. 

Svelte Media, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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