Business Profile

Clothing

Levi Strauss & Co.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s business profile for Levi Strauss & Co. was created in January 1950. A review of Levi Strauss & Co. complaints was completed in December 2024. For information on shipping and tracking, please visit

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Levi's Help

If you have any questions about discounts and promotions, the BBB recommends visiting Levi's Offers Terms and Conditions.

Complaints

This profile includes complaints for Levi Strauss & Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

133 total complaints in the last 3 years.
68 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.

Initial Complaint
Date:05/30/2025
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 ordered a few pairs of jeans from this business with free return policy. I requested a return and was provided with a ***** return shipping label. Unfortunately, ***** lost the return and when filing the claim, I was informed by ***** that the merchant who created the label only declared the value of the package to be $100, and it also needs to be filed by the merchant.

When reaching out to the merchant, they only offered a $50 gift card, which is nowhere near the total amount of the order.
Business Response
Date: 06/04/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** *
Levi**** Customer Service
Initial Complaint
Date:05/29/2025
Type:Delivery 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 have ordered a jacket and shirt with 100 dollars gift card but the shirt never recieved, and the tracking number showing this.
I contacted you multiple times on aug 12 ,13 ,14..... 8 times but never the issue resolved
I have attached a screenshot for this.
Order number: ********
***********************.
Business Response
Date: 06/04/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** *
Levi.com Customer Service
Initial Complaint
Date:05/27/2025
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 bought a pair of jeans labeled with a 32 inseam tag and I received them and they are measuring 30. They are too short and a manufacture defect. The company said they are final sale and wont refund. This is false advertisement and labeling and I want my money back. Ive contacted the company and they said there are some differences in their clothing and they say they fit but this is clearly the wrong size.
Business Response
Date: 05/28/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
Customer Answer
Date: 05/29/2025

Complaint: 23345365

I am rejecting this response because I have already talked to 2 agents and a supervisor. I just want my refund.

Sincerely,

******* *****
Business Response
Date: 06/04/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
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 ordered the Levis Ankle Column Skirt (******************************************************************************************) online on May 15, 2025. It arrived yesterday and I noticed that the hem had damage on one side. Today, I reached out to ***** customer service team via the chat function on their website to ask for an exchange (so I can receive a non-damaged skirt). They let me know that since this was final sale, I could not get an exchange or refund. When I gave them images of the skirt hem, they tried to tell me that this was the design although it clearly is damage. I asked if I could please get the email of a superior and they refused, saying they couldnt give not give me any email to contact.
Business Response
Date: 05/28/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
Customer Answer
Date: 05/29/2025

Complaint: 23370166

I am rejecting this response because:

Levis reached out and offered a 10% discount on a future order. This doesnt fix the fact that I received a damaged item. They are also maintaining the stance that the item is not damaged when it clearly is! They noted this fraying is stated in the product description but it isnt.
I dont even need a refund, just an exchange for an undamaged item.
Sincerely,
*****
Business Response
Date: 06/04/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
Customer Answer
Date: 06/07/2025

Complaint: 23370166

I am rejecting this response because:
No representative from Levis has reached out yet. This is just the same generic response they sent with my initial complaint.
Business Response
Date: 06/17/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
Customer Answer
Date: 06/21/2025

Complaint: 23370166

I am rejecting this response because:
They keeping responding that they will reach out but still havent. Please stop responding with the same generic copy-paste message and then not following up.
Initial Complaint
Date:05/21/2025
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 purchased a pair of jeans prior to an additional savings coming up a few days after I made the purchase. I reached out to your customer service to be told I wouldn't be able to receive the cash back although I have yet to receive the package which I find not fair and am ready to cancel the order and return it back.
Business Response
Date: 05/28/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
Customer Answer
Date: 05/29/2025

Complaint: 23359409

I am rejecting this response for now because I don't want to accept it yet until I speak to management or before they close the case out

Sincerely,

******* *******
Business Response
Date: 06/04/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
Customer Answer
Date: 06/04/2025

Complaint: 23359409

I am rejecting this response because we are in contact and waiting for an agreed upon resolution

Sincerely,

******* *******
Business Response
Date: 06/17/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
Initial Complaint
Date:05/19/2025
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’m extremely disappointed with Levi’s customer service. I placed an order using a gift card, but it was cancelled on April 29 because I didn’t pick it up within five days. I understand their policy, but it’s now May 18—19 days later—and I still haven’t received a refund.

I’ve contacted Levi’s multiple times, and while they claim the issue has been escalated, I’ve received no response and no refund. Their policy states that gift card refunds can take up to 14 days, yet that time has clearly passed. This delay and lack of communication are unprofessional and frustrating.

I expected better from such a well-known brand. At this point, I just want my money back.
Customer Answer
Date: 05/19/2025
Hello,
I’ve filed a complaint against Levi’s, as I know there’s no changes I realized my order was placed on the 29th not 24th so my refund hasn’t been issued for 24days out of their 14 day refund policy
Thank you,
Solana
Business Response
Date: 05/22/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** *
Levi**** Customer Service
Initial Complaint
Date:05/06/2025
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 had ordered a jacket from ****** on April 2 together with 1 long sleeves with order # *********. April 5 the package was delivered. I opened the package and there was only the long sleeves in the package. I filed a claim on that night 4/5 since there was no other item that arrived that day.I received an email 4/6 that it was not approved. I chat with an agent that day and said they can't do anything. I chat then called an agent and said they won't be able to give me a refund or a replacement due to some reason that they didn't tell me.The agent told me to file a dispute to get my money back.I filed a dispute on April 8 and was denied in May 4 because as per ****** I had received the package. I'm not sure what criteria was made that my refund cannot be approved. I only ordered from ****** twice for the past 12 months and this order is the only one that I'm claiming for a refund or replacement. If ****** doesn't trust their customers, they shouldn't be in business then.I only asks for a refund on the item that wasn't delivered. I have attached all documents pertaining this claim.
Business Response
Date: 05/22/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
Initial Complaint
Date:04/27/2025
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 ordered some shorts from ****** but they sent me someone else's items. ****** also keeps sending things via ontrac/Lasership and the people keep leaving the packages outside and they get stolen.
Business Response
Date: 04/29/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
Customer Answer
Date: 04/30/2025
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. No need to reach out it has been resolved. Thank you

Sincerely,

******* ********
Initial Complaint
Date:04/26/2025
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 bought a ***** belt last year and the belt head broke off in less than a year. I contacted the warranty department and they sent me a voucher of $50 as a refund. I used the voucher to buy a jeans on their website but the new jeans was too tight when I received it. I contacted their customer service and was told I cannot return it for refund and can only exchange for a different size. I told them I want to exchange for a different style as it is too tight but was denied. It is very unfair for the company to put so many restrictions for return/exchange/voucher. Their product quality is poor and I deserve to get my money back instead of a voucher with lots of strings attached. I would like ***** to send me a store credit of $50.
Business Response
Date: 04/29/2025
Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************
Customer Answer
Date: 05/01/2025
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:04/22/2025

Type:Order 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.

Your staff was kind enough to resolve an issue, generating a voucher code in the maount of $100. Now that I have gone to the site, the voucher code is not being recognized by your system. **************** was unable to place the order itself. There was also a belated $10 gift, which I tried to apply with ****************, prior to being told the system would not process the order, and that I needed to place it myself on the portal. Where possible, please place this order, with the following conditions:Remove the shirt Replace it with an additional pair of any of the jeans Add the birthday $10 gift voucher.Please see the attached screenshot showing that the voucher code provided was rejected. This may lend itself to addtional questions. Please feel free to call me after 3:00 PM EST, as this will reduce rounds of phone tag. In the rare event of reaching my voicemail, please provide a direct number with an extension. If none is available, then please leave an email address or fax number.

Customer Answer

Date: 04/23/2025

Hello,

In an effort to more easily resolve this matter, I have come to the position that converting the Voucher Code into a Gift Card will be the easiest way to resolve this issue, saving a great deal of time and effort for everyone.

Can you kindly add this to the Complaint, so that the business can see this?

Thank you.

Sincerely,

**** Martinez

Business Response

Date: 04/23/2025

Thank you for bringing your experience to our attention.

We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concern.

Your case is currently under review, and a manager will reach out to you within [3-5 business days] via the email provided in your BBB submission. This ensures we have adequate time to thoroughly investigate the matter and provide a comprehensive response.

We value your feedback and are committed to resolving your concern. Thank you for your patience as we work to address this matter.

Best regards,
****** W
************ ****************

Customer Answer

Date: 04/29/2025

Complaint: 23237650

I am rejecting this response because:

Business will not allow for the resolution to take place with a gift card - only a voucher code. This then precludes use of other vouchers and dilutes the true and total of the offer. This does not convey a spirit of resolution.

Sincerely,

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

Customer Answer

Date: 04/30/2025

Hello Shyan

The Response, in this case, reflects dissatisfaction.

Tij the BBB portal, remarks and an upload was made.

Having two individuals, representing a business, lends itself for it to seem positive before the eyes of the BBB and for less than ethical intentions to take place behind the scenes.

The goal still is to resolve and bring forth only the best qualities in the organization. To sum it up, if they can simply provide a gift card, I would adjust my rating to positive and satisfied.

Where possible, can you reach out to the business once more to see if they will make things right?

Thank you.

Sincerely,

**** Martinez

Business Response

Date: 05/06/2025

Thank you for the follow-up.

We understand the customer's preference for a gift card; however, in accordance with our current warranty policy, voucher codes are the standard method of resolution for approved warranty claims. While voucher codes cannot be combined with other promotional offers, they are still valid for any eligible merchandise on ********.

We appreciate the feedback regarding flexibility and will share it with the appropriate teams. That said, our offer of a voucher remains in line with our policy and is the resolution we are able to extend at this time.

Thank you,
******

Customer Answer

Date: 05/06/2025

Complaint: 23237650

I am rejecting this response because:

I cant even use the voucher code without adding a credit card to the transaction, even if the amount to be paid is $0. Your book of, about not eking able to provide gift cards is draconian and unconscionable when you take into account that a credit card still has to be added. I ask that you records rhebirems, in my Cart, applying the voucher without having to provide w credit card.

Sincerely,

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

Customer Answer

Date: 05/07/2025

Hi Shyan,

There is another update, that is important that the merchant knows about, as it is something material for the BBB.

After trying to complete the purchase, following the rules set forth by Levis, the order total came out to $0 with the voucher code. However, the system still requires a credit card to process the order. At the moment, I find myself really low on funds and cant afford a hold onto my card.

That means that the order will not go through. Naturally, o reached out to their support team, both by phone and email, only to be told that this is how it is and that there is nothing they can do about it.

A businesses policies and practices should not be too one-sided and it is clearly a case of it being so.

For this reason, I ask that you provide the contact person with this email, which I am sending to you, along with the one which was provided by Levis.

Thank you for your assistance in this matter.

Sincerely,

**** Martinez

Business Response

Date: 05/08/2025

Customer Answer

Date: 05/14/2025

Hello,

Unfortunately, I am unable to locate the last update, regarding this particular Case number. Please update it to reflect that I AM SATISFIED. The reasons provided are that the company recognized the challenges presented and worked to resolve the internal issues which were there. To all of their entire team * especially Brittany * I send my highest of gratitude. The same goes to you at the BBB Shyan!!

Sincerely,

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

Customer Answer

Date: 05/27/2025

Hello,

The email below reflects SOME of the challenges I have faced with this case, which are hard to retell.

Can I update my status for resolution of the case to reflect that I am Unsatisfied?

Please read the email carefully as it will help you to understand what others are going through with Levis.

Thank you.

Sincerely,

**** Martinez

---------- Forwarded message ---------
From: **** ******** <***************************************************************************************************************************************************************************************************************************************************************************************************************************************>
Date: Tue, May 27, 2025 at 12:32 AM
Subject: Re: ********************** [ticket# *******]
To: ****** <*********************************************************************************************************************************************************************************************************************************************************************************************************>

Hi ******,

Thank you for your reply.

As far as the credit card Hold, what would be done in the case an actual gift card would have been used?

The Shipping address is listed in the Order Summary, which can be different from the Billung address.

***** has an Amazon store. The retailer embraces international shipment. Among other things, legislation has been incorporated into free-trade agreements to benefit them.

Should it be of service, I can prepare an Order, where an Amazon Gift Card Balance can be used for payment, while having Levis jeans in the shopping cart.

If the card were only for verification, then a smaller amount would be on Hold in the card. What was explained to be my your staff - Ill be happy to go through 60 emails to find it - differs drastically from what you have explained. It came from either ******** or the guy who handled the BBB complaint.

On that topic, I bought 501, 505, and 514 jeans on the Amazon site. The overall fit (in ADDITION to the size) reflected absolutely nothing that was in line with what was received in this order from Levis.

As far as 110% - the only 110% I have seen is everyone at ***** looking out for #1. There was no dialogue from ******** with the store when I asked her for it. Couple that with the inability to not reach out to the shipping dock (and her insistence to not use the **** Box address conveying that this could be a problem for delivery), reflects that no one wants to step on anyones toes.

On that topic, what do Service members, who have APO/FPO boxes, and Diplomats who had DPO boxes have to expect from ***** is they place an online order while stationed overseas?

Why couldnt the shipment have been modified when I asked ******** to do so?

As far as OnTrac, Ill share with you their bushes model:

They are after the e-commerce market, which ships Ground by default. They get it delivered much faster. Where is the cost savings?

You CANNOT talk to a live person. The chat bot doesnt engage one ver y much, and asks questions, with replies which are submitted. There is no follow up advising that it has been processed and that all is in order.

If you dig around HEAVILY, you eventually find the customer service email address, it takes forever to receive a reply.

Follow-up emails go into a dark abyss, similar to a do-not-reply to email address.but they wont pay the social consequence and explicitly state this.

Their drivers are pooled from the same segment of the economy as rideshare and food delivery apps. The incentive: here ******** Driver.there is no formal rating - you dont deal as much directly with the customer, who is the one who causes you headaches. Here, you deliver and GO GO GOto your next assignment.

So these are cheap drivers - people who simply do not want to get their CDLs and cant work at ***** or UPS.

The request, which amount to a separate plea to ********, to not use OnTrac was not something I just made up. It is the product of miserable experiences where I know that they will only disappoint time after time.

******** asked me to hold on and that she would share her secret backup plan after we allowed ****** to try to make their delivery. You know what I have before me? NOT ********! In her place I have you, which is evocative of how one person uses another so that responsibly can be deflected.

This after ANOTHER supervisor reached out on Friday and dont reply.

If anything isnt clear, please understand that I am legally blind, am typing on my phone, and spell check has a mind of its own. Should something not be clear, kindly let me know and I will be happy to clarify.

The BBB had a deadline for a rating of Satisfied or Not Satisfied to be entered. With the desire to not be a difficult customer and for Levis to be seen as successful, I measured my rating based upon what was happening and did not wait for an actual final outcome. There is very much a desire to not excessively scrutinize matters and to leave the margin of error to look at your efforts on the brighter side.

The scales have tipped and I now must consider that my ratting is so far from reality that it is untruthful. There is also an ethical obligation to not allow for the BBB to become a venue for such things - I cannot be one to contribute, diluting their place within society.

Monday has come and gone. Where a response on the mystery backup plan is overdue, I still have no update. You have not taken ownership of the problem and, the collective efforts provided by all staff, amount to disregard bordering outright disrespect.

Cancel the order and Ill get the garments you sent back to you as soon as I get a box - it should be in the next couple of days.

Have a nice day.

Sincerely,

**** Martinez

On Sun, May 25, 2025 at 4:13 PM ****** <*********************************************************************************************************************************************************************************************************************************************************************************************************> wrote:

--------------------

Hi ****,

Thank you for your reply, and I truly understand your position, both from the financial aspect and how the system recognizes warranty vouchers. I have spoken with ******** and am up to date on the backup plan she had for your situation. I would like to correct one thing: when customers put in their card information, it is not to authorize the cost; this is done to validate things such as your shipping address, to prevent unauthorized shipping internationally, as some items may violate import laws.

Our team works the closest with Ontrac; however, our communication is very limited, and the outcome is all too often not as beneficial as we would like it to be, which is why ******** had a plan in place. Ideally, as I am sure you can appreciate, my team is able to resolve these issues and does not encounter any hiccups. Our goal for every customer is to do what is right and provide the best possible resolution the first time, however there are going to be rare occasions where unforeseen issues are encountered, and when those do occur, we hope our customers are able to understand give 110% to resolving their issue. I do see the package has changed course and appears to be heading back to the warehouse.

As ******** mentioned, given the case has gone through the Better Business Bureau, we are required to work with our corporate team. I will consult with them for approval on the next steps. Sadly, this may mean we will not be able to confirm the resolution until tomorrow, given it is Sunday.

If you need anything before the next update, simply reply to this email and I or another member of my team will reply as quickly as possible.

Thanks,

****** B
******,
****** Customer Service
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