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The good, the bad, and the ugly - discover what customers are saying about Viv3lab Ltd

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11:28 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Viv3lab Ltd how to get money back // legit contact info

Hi everyone! i found this site very useful when i found out about viv3labs, and so i am hoping to help anyone who has had the same issue. i was offered a refund by the company -- but you have to act fast in order to get it! here is what i did:

First, if you are reading this, your heart is probably pounding so hard, and you're probably thinking, "how could i be so stupid!" ... at least, that was what i was thinking. so i had to quickly take action. without even looking on my credit card bill, i knew i was charged. i had an off feeling when i purchased the acai berry detox pills, and when i received the product in the mail, i had an even worse feeling. i searched viv3labs online, and sure enough, this website came up first. i read the complaints, and i knew that i had to do something and contact the company immediately.

First, the numbers and website given to you on the viv3labs website are completely false. the email "[protected]@viv3.com" does not allow you to send email, but if you receive an email from this company, you will be able to reply. you cannot send a new mail message to this email address. secondly, if you do send a message to [protected]@viv3.com, you will receive an automated response, telling you that you cannot contact this company via email, and that you must call them directly. it lists some numbers for you to call. i bought a calling card, and i called the numbers listed. i called out of their business hours, so an automated voice message instructed me to call from 8 - 5 (united kingdom time, which is 5 hours ahead of the eastern time zone in north america) from monday to friday. well, i did call that number during their business hours, and it 'could not be reached' ... ! at this point, i was scared. i couldn't contact the company, and i knew that i had been charged.

Not to panic.
+++++++++++++++++++++++++++
By email:
On this forum, i found other email addresses that could be contacted! i emailed all of these addresses at once and asked to cancel my subscription and for a full refund. here are the email addresses:

Clay.[protected]@viveraglobal.com;
[protected]@viveraglobal.com;
Clay.[protected]@localbillinglimited.com;
[protected]@gmail.com;
Mitch.[protected]@localbillinglimited.com

Clay douglass and mitch platt apparently run this scheme. i found their emails on this forum. i also emailed the "[protected]@viv3.com" along with these emails, just so that they knew that i was trying to get ahold of their company.

+++++++++++++++++++++++++++++++++
Very important things to note in the email:

On the viv3labs website, it does state that you must cancel your subscription within 15 days of your purchase. but, it also states that a customer may receive a full refund within thirty days of purchase. here is the link to where it states that on their website:
Http://viv3labs.helpserve.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=26&nav=0

So, if you want your money back, and you're contacting them within 30 days of your purchase, they should give it back to you. they refused me the first time i asked (see emails below), but i told them it was unacceptable to refuse me because of their policy.

Also important in the email:
Consumer protection act / fraud

I also threatened a uk law against them: as the website offers a refund as an option for the consumer, you are able to to take action using the consumer protection act based in the uk, which will entitle you to a full refund of your product. i made that clear to them in an email, which they immediately responded to me that they would refund the money. since this is a uk company, it must comply with this act.

Additionally, i told them that i spoke with my credit card company. because their website states that they will refund money withint 30 days, if they refuse, told them that i had already contacted the appropriate personel regarding the matter, and should a refund not be given, i would take further action to ensure that they did not receive payment, as it is fraudulant to note that you refund customers if you refuse to do so. i threated that my credit card company had noted that these conditions are enough to prove credit card fraud by the company. ...in fact, my credit card company did not tell me that these conditions were enough to prove credit card fraud. but, it probably would stand up to being that, since if a refund is not offered when the company says that it will give one within 30 days, that is fraudulant. i actually hadn't contacted the "appropriate personel", but it was a scare tactic that i had used for them to refund my money (see emails below -- the scare tatics worked!)

+++++++++++++++
By phone:

[protected]

On my credit card bill online, there was a phone number listed next to the charge. this number is [protected]. again, i used a calling card. i got through immediately to a person, who asked for my "order number." i told him that i did not have one (they never sent me a confirmation email), and so he asked for my email address. i spoke with him before i received an email response. i asked to cancel my subscription, where he gave me a confirmation number, and i told him i wanted a refund, because the policy noted that i would be able to receive one within 30 days. he said that he was not authorized to do so, but within 72 hours, someone would email me regarding a refund. this happened, and here are the emails which we exchanged that got me a refund.

+++++++++++++++++++

My emails which offered me a refund:

Their email response to my phone call:

> subject: viv3labs customer support-your inquiry
> date: mon, 17 aug 2009 13:53:27 +0200
> cc:
> from: [protected]@viv3.com
>
> dear customer,
>
> thank you very much for contacting our viv3 labs customer service by phone.
>
> we would like to inform you that on 2009-07-27 you were charged for the shipping and handling cost on your free trial. the 15 days free trial starts from the day of the shipment of the order and implies that you have 15 days to test your order for free.
>
> as stated in the terms and conditions of the purchase that you accepted during the purchase process, if you do not cancel your account during the 15 days trial period, you will be charged for the product separately and thus the free trial converts into a regular subscription. we confirm that on 2009-08-13 you were charged for the product for the amount of 118.63 usd.
>
> we have now cancelled your account as of today. this cancellation implies that starting from 2009-08-14 our company will make no more charges and no more products will be shipped to you.
>
> best regards,
>
> viv3 labs
> customer service

My response:

Dear viv3labs:

When contacting your customer service by telephone, i requested that i be contacted regarding a full refund for the $118.63 usd. i have read your terms and conditions, and it clearly states that a customer may request a full refund within 30 days of their purchase. i would like to request a full refund of the $118.63 usd, as i am not satisfied with this product. as i had purchased this product on july 27th, the 30 day period has not yet ended. consequently, i would like to be credited for the full $118.63 usd. additionally, the 15 days trial period ended on august 13th, which was only 1 day shy of my first attempt in contacting your company. in first contacting viv3labs, all phone numbers and email are illegitimate, making the contacting extremely difficult. please keep this in mind given my request for a full refund. as always good customer service is what keeps companies, such as yours, afloat. please respond back regarding this refund.

(my name)

Their response --- please note that they, at first, refused a refund:

> subject: viv3labs customer support-your inquiry
> date: tue, 18 aug 2009 16:04:22 +0200
> cc:
> from: [protected]@viv3.com
>
> dear customer,
>
> thank you very much for contacting our customer service at viv3 labs.
>
> as indicated in our previous communication to you, you have accepted the terms and conditions of the purchase, indicating that unless you cancel your account within the 15-day trial period you will be charged for the product, in addition to the shipping and handling charges.
>
> please note that for this reason we are unable to credit you account for the product you received.
>
> the terms and conditions are available on the website at the bottom of the page.
>
> best regards,
>
> viv3 labs
> customer service

My response back -- which got me the refund (please note that i also used bold and italics on some ares!):

Hello:
While i purchased this product, the terms and conditions were not available at the time of checkout. as i referred to them afterward, the terms and conditions clearly state that within thirty days, you may request a refund. this is found on the faqs page on the viv3labs website. here is the link to that to verify this: http://viv3labs.helpserve.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=26&nav=0 . here is exactly what the policy states:

"our refund policy is as follows:

* 1. you may receive a refund of any product that you ordered up to thirty (30) days after your order is placed.

* 2. customers are restricted to receiving a single refund per product ordered. repetitive refunds are not permitted unless the product, as delivered to you, is defective. viv3 reserves the right to refuse a refund to any customer who repeatedly requests refunds or who, in viv3’s judgment, requests refunds in bad faith.

* 3. in order to process your refund, you must supply viv3 with your name and delivery address. if you provide us with insufficient or incorrect information your refund will be delayed.

* 4. depending on the bank that issues the credit card, your refund can take up tothirty (30) days to appear on your credit card statement. if you have any questions about whether a refund has been issued by viv3, please call our customer service department toll-free at [protected] or (+44) [protected] outside of the uk.

* 5. shipping and handling costs are not refundable"

Therefore, i am entitled to a refund for this product. it is completely unacceptable to "be unable to credit my account for this product", as your policy clearly states that a refund is an option. there is absolutely no reason why a refund cannot be placed. your website clearly states this. additionally, your services make it extremely difficult to locate and read your terms of service at the time of checkout, as many other customers have noted. further, as your website offers a refund as an option for the consumer, i am not afraid to take action using the consumer protection act based in the uk, which will entitle me to a full refund of your product. i have already contacted the appropriate personel regarding this, and should a refund not be given, i will take further action to ensure that viv3labs does not receive payment, as it is fraudulant to note that you refund customers if you refuse to do so. my credit card company has noted that these conditions are enough to prove credit card fraud by your company.

Thank you for your response. please respond back.

(my name)

++++++++++++++
I received this email from viv3labs today:

Dear customer,
Thank you very much for contacting our customer service at viv3 labs. our refund policy is as follows: * 1. you may receive a refund of any product that you ordered up to thirty (30) days after your order is placed. we would like to resolve this issue by granting you a refund for the amount of 118.63usd. if you accept this condition, please contact us back and we will issue your refund.
Best regards, viv3 labscustomer service

++++++++

I wrote them back accepting these terms, and i also asked them for a confirmation number or an estimate as to when the amount would be credited from my account.

Do not let these people take your money! it's not worth it!
I will respond back if they do not credit my account, but if they do not, i now at least have written emailed proof that they agreed to pay me back. also, i am planning on cancelling my credit card account, as many people have said that even after they contacted this company, they keep charging them. i would suggest doing the same.

I really hope that i helped some panicked people, and i thank all the posts that helped me when i needed it.

Read full review of Viv3lab Ltd and 75 comments
Update by Sarah_223
Dec 03, 2009 3:24 pm EST

Hi everyone,
Sorry it took me so long to respond to so many people asking for help - I don't check this site or the email I have connected with this site very often.
I do hope that you all get your mone, though.
It angers me to see that still, 1 day ago, people are still getting scammed. It seems that these people should be shut down by now.

If you call and receive an email within 72 hours (as promised), then email that back with your information. If they don't email you, what I would do is EMAIL ALL OF THE EMAILS I listed above. Apparently, those guys are high up, and when I initially emailed all of them, I actually got a response from the viv3 email. So do that, it should work.

ALSO, after they took the money off of my credit card, I changed my card number so that nothing else could be deducted, because people have said that charges continually have been made even after they canceled. So be sure to change those numbers so that they don't have access to you accounts.

I really hope that I helped someone out with this! Good luck!

Update by Sarah_223
Aug 28, 2009 9:02 am EDT

I receieved my refund today, everyone! I'm glad that I helped! I am changing my credit card number today, too!

Update by Sarah_223
Aug 28, 2009 8:54 am EDT

Thanks, Ex-Local Billing.
JUST AN UPDATE TO EVERYONE: I receieved my money back fully. I am going to cancel my credit card tomorrow and issue a new one, just in case any further charges are made! Good luck everyone!

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Skank
, US
Jul 24, 2011 8:36 pm EDT

I fell into the trap of this company. On 25th June I decided to give their free samples a go and ordered Acai Berry and Life Cleanse. Nowhere on the web site are terms and conditions clear and there was not box to tick to say I had read them. But beware: If you read very carefully it says that after 15 days you will be charged an exorbitant amount for your 'free trial' and they will continue to take this amount from your card/bank account every 30 days until you cancel! Difficult to cancel as the number given connects you to a very ineffective chap who just says email. ... However keep emailing [support@viv3.com] (link: mailto:support@viv3.com) to make sure you do cancel every account no. you have been given (I had two for some reason) and ask for a refund. Automated emails are the reply, all couched in language to lull you into thinking that you have been in the wrong. I have kept going, joined up with other people who have been scammed, found another phone number which takes you to a call centre in West Lothian ([protected]). These people are not working for Viv3, and are just taking calls and they are fed up with the complaints. Being kind to them, as it is not their fault either, we have had some success, they will give any information that you may be missing, such as your account no or order nos. Ask them to escalate your request for a refund to viv3, make sure they can see on their screen that your account is cancelled.

I haven't got my refund yet, but am not accepting the 'closed status' that viv3 tell me I am at! There is a little clause in the terms and conditions 'if not satisfied with product or service they will refund within 30days', so I am quoting that at them, as I was withing that time frame when I cancelled and requested refund.

Sandra tells her complete story and how she got her refund on tlcinvestigations.co.uk and also the steps to go through to maybe have success.

We all need to keep up the pressure to hopefully stop this disgracful company!

K
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Kobra
, US
Nov 24, 2009 2:46 pm EST

I put an order through to Pure Lift to receive for moisturiser. I ordered 2 bottles of pure lift with a sample bottle free with it. I had 60 days to cancel the order if I wasn't satisfied but I could keep the sample. On the order page it said that they would throw in a sample of dietry supplements. I have been charged from a company call Viv3 without authorisation from me! I have tried calling this company but it just rings out. I called pure lift and they said that they knew nothing about it. I don't know what to do now.

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relisu
, IT
Aug 31, 2009 9:53 am EDT

I saw a diet product on a website while chating with my friends. the product seemed very interesting and useful since I wanted to lose a few pounds of weight. so I read all the instruction very carefully cause I heard many of my friends complain about products they bought on line. the advertisment clearly stated that the product was totally free (means no cost) and that I had to pay only for the shipping cost. that was about 3.95 £. I put my credit card number and after 2 weeks I got my product at home. after a while I started noticing that my credit card was currently paying other products of viv3 lab for an amount of 85£ each time (a payment every 2 weeks). I immediately went to my bank and cancelled my credit card.
An important thing I would like to add is that it is very disgraceful of these people stealing money like these from hard working people like me that tries to save from little things to cover my studying cost and still these people get away with it.
I'd like to thank the other complainers too because they made me realize of this froud before they even stole me a greater amount of money.
Hope that one day justice will be done.

S
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S.BARBER_KELOWNA
Kelowna, CA
Aug 18, 2009 6:08 pm EDT

I sent for a free sample of the life cleanse formula with the understanding that I would pay shipping only. ($3.99)
I received the "free" bottle and tried it. it didn't seem to do anything, most certainly no weight loss of any kind. I thought "ok, for 3.99 i'm not going to loose any sleep over this" however, today I received another bottle of the same product with an insert that says i've been charged 82.95 pounds (uk$) which has definately not been authorized. I am in the process of cancelling my credit card and will be definately initiating an investigation as well as a refund for this.
In my opinion, this product is useless and the business methods used are fraudulent.
I now want a full refund.

M
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Markisz
, US
Nov 24, 2009 2:35 pm EST

I ordered these tablets thinking it was a free trail and was charged a small fee for shipping on 16/07/09. On 06/08/09 they charged me £72.00 from my debit card. I have since phoned them several times to cancel my order and try and get a refund. I have been told my order is cancelled but will not be recieving a refund even although they promice a 30 day money back guaranty.

I am currently unemployed and have little money. Because of this money coming out (which i didnt agree to) I have been charged £35 by my bank and because I had a standing order on the same day I have been charged another £35 and a further £28 because i didnt have sufficient funds. All in all I have lost £72.00 from this company and £98 in charges from my bank. I dont even get that a fortnight. I dont know when I will recover from this.

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Kibicco
, US
Nov 24, 2009 2:29 pm EST

As like many others signed up for free trial at £3.95 pp which i accept. Not directed to read terms and conditions so now understand the 1st payment of £74.69 was in fact for the products i understand were on the basis of 30 day free trial total costing £3.95. On 08/08/09 called to cancel confimed account cancelled and on checking my credit card statement 08/08/09 no further payments taken. On checking 09/08/09 further payment generated 05/08 due 10/08 for £73.30 OBVIOULSY THIS WAS REQUESTED AFTER I CANCELLED MY ACCOUNT. I have contacted my credit card Company with the hope they can stop any further payments being taken. I have dealth with many Companies over the internet and never been subjected to such fraudulent activity.

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Miklejko
, US
Nov 24, 2009 1:45 pm EST

A replied to their ad which said to try free their acai berry detox just pay the postage, exactly 15days after the postage was taken out of my visa account another $146.15 was taken out of my account without my consent. i was told i had 15days to cancel this FREE product otherwise i would be charged, i never saw any of these details and i would certainly have not have given my consent for this money to be taken out. i have written 3 times to this company who just reply with the same response that i had 15days to cancel. I feel they have cheated me out of my hard earned cash.

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Megun
, US
Nov 24, 2009 2:34 pm EST

I bought from a web site that was advertized on Facebook www. alessiaslavatore.net the two products Acai Berry and Life Cleanse in two different transactions, offered as a FREE TRIAL garantueed in 30 days. They only referred to the payment of Shipping and Handling from UK to Italy at the price of £3 .95 £ that I payed in euro.

That'ss what it said in the two invoices that I got with the small packaging after a week from the order: 05/07/2009 (which is a Sunday) for Acai and 20/07/2009 fro Life C. I payed with my credt card, but there was no pop up for their Terms and Conditions and in the invoices there was absolutely nothing about expiring dates, warnings that in 15 days from the Order date you had to call them to cancel your payments: what payments? Nobady spoke about future payments. I thought I was going to have my tablets, try them in 30 days, since they give you a try out of 30 tablets and then do my next order if I happy with them!

Instead yesterday I saw from my account that there has been a transaction not authorized from me of € 83, 37 the 23/07/2009: they counted 15 days from the shipping date 08/07/2008, considering only 3 days for an International shipping, to take money from my account.

I blocked my credit card because I can't afford to lose my money in this way.

A
A
alice1828
Hitchin, GB
Aug 21, 2009 4:55 am EDT

I purchased some acai berry tablets on a 15 day trial then i wrote to cancel within the 15 days but on the 19th August money was taken out of my account but i never received any more tablets. I tried to cancel via my bank but because it was on a debit card i have no protection. I am thorougly disgusted that a so called company can do this and get away with it. There have been loads of complaints now so why isnt anything done about this company.

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Harley
, US
Aug 09, 2009 4:22 pm EDT

I ordered a sample product from this company which i gave my visa card details for. I have not ordered any further products and 3 weeks later my account has been charged twice with AUS $148.67 I want this company to reverse this and take my details from their list.

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4:53 pm EDT
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Viv3lab Ltd estafa con debito de tarjeta de credito

compre una muestra de un producto para adelgazar y limpiar la vida ACAI bayas desintoxicación como muestra gratis y se me cobraba solo el gasto d envio de 3, 95 euros por cada uno en el resumen de mi tarjeta viene un monto por 250 dolares quiero cancelar llmando y no contesta nadie y como hago para cancelar esto. necesito ayuda quiesiera sabe como actuar la verdad me estafaron son unos chorros y ahora como soluciono esto, para dejar que me sigan debitando de la cuenta.

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kita5
, EC
Sep 18, 2009 12:42 am EDT

hola soy de Ecuador y me pasò lo mismo cai en la trampa de estos ladrones y no sè que hacer ayùdenme

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rdortiz
, CL
Aug 21, 2009 10:56 am EDT

Hola, yo también he caido en la trampa de estos estafadores. Soy de Chile y no sé como poder conseguir cancelar esta estafa. Te pido por favor que me cuentes que está haciendo tu esposo abogado para poder orientarme sobre el asunto. He hablado con mi banco y no me pueden ayudar ya que dicen no poder cancelr los pagos. Ahora estoy buscando ayuda judicial con unabogado de mi pais. Te pido por favor que me cunetes que acciones legales estan realizando, ya que como es un cobre del extranjero me siento con las manos atadas desde acá. Espero tu respuesta. Mi email es rdortiz@uc.cl. Gracias

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7:19 pm EDT
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Viv3lab Ltd over charged

Dear sir
I received Life Cleanse 60 tablets, ialloud
you to take the money £3.95 from my
visa card.I was misled in to thinking that the tablets
were costing £3.95 which is what i paid for the first
supply so now i want to return the tablets which i
received because i feel i have been over charged,
I would like you to return my£85.10 €99.76
Yours sincerely
Steven Skillington

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Joe scorpion
, BE
Jul 27, 2009 6:43 pm EDT

i recieved free life cleanse tablet 2 weeks ago tahts ok and u guys charge me €3.95 euro its ok to.But i did not order other product life cleanse how come u guys charge me €82 euro and get my money i dont want this tablets because they not work i want my money back also this tablets make my stomach seek u have to pay my money back to my acount if u dont im working on it and i want a go police or what ever who can help me or lawyer or human council what kined of firm this i didnt order new stuf u guys send me; and also paper says i order this tablets 24/07/2009 i didnt order this and i dindt search your web site see you latter viv3 labs

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