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The Snake River Region

BBB Accredited Business since

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Description

Melaleuca, Inc. is listed as a Direct Marketing Company. The company contracts with independent marketing executives to sell its various lines of nutritional, pharmaceutical, personal care, household cleaning, and pet care products. They also offer travel, phone and credit card services. Independent Marketing Executives are required to order a minimum monthly product supply, but are not required to maintain an inventory of products. The company states that it offers a "Satisfaction or Money Back Guarantee".

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Melaleuca, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Melaleuca, Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 380 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

380 complaints closed with BBB in last 3 years | 75 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 16
Billing/Collection Issues 140
Delivery Issues 4
Guarantee/Warranty Issues 1
Problems with Product/Service 219
Total Closed Complaints 380

Additional Complaint Information

This report reflects National as well as International complaint activity. Due to the fact that all complaints regarding the independent marketing executives and the business are processed by our BBB, the number of complaints is not an unusual volume or pattern of complaints for this type of business.

Customer Reviews Summary Read customer reviews

181 Customer Reviews on Melaleuca, Inc
Customer Experience Total Customer Reviews
Positive Experience 135
Neutral Experience 8
Negative Experience 38
Total Customer Reviews 181

Additional Information

top
BBB file opened: October 23, 1987 Business started: 09/01/1985 in ID Business incorporated: 08/19/1985 in ID
Type of Entity

Corporation

Business Management
Mr. Frank VanderSloot, President/CEO Julie Miller, Legal Dept
Contact Information
Customer Contact: Julie Miller, Legal Dept
Principal: Mr. Frank VanderSloot, President/CEO
Business Category

BUSINESS OPPORTUNITY COS. MANUFACTURERS & PRODUCERS CLEANING SUPPLIES HEALTH & DIET FOOD PRODUCTS-WHOLESALE/MANUFACTURING

Alternate Business Names
Iglide.net Melaleuca The Wellness Company
Additional Information

General information comments: Prospective participants in any marketing plan should realize that successful achievement and advancement depends on the sale of products to customers. The bureau suggests that participants weigh all facts involved in establishing an independent business and check all state and local requirements.


Customer Review Rating plus BBB Rating Summary

Melaleuca, Inc has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 3910 S. Yellowstone

    Idaho Falls, ID 83402 (208) 522-0700

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB reports on known significant government actions involving business' marketplace conduct.

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Additional Phone Numbers

  • (888) 827-4246 (Fax)
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Complaint Detail(s)

8/26/2014 Problems with Product/Service
8/26/2014 Problems with Product/Service
8/14/2014 Billing/Collection Issues
8/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to a mathematical error which I tried to resolve with Melaleuca for three weeks, my checking account balance went below zero. When I contacted Melaleuca the first time they said they would refund the charges because it was their mistake. the second guy I talked too said they could only refund one of the overdraft charges. This they did, but I believe I am entitled to the cost of the overdrafts from my checking account. The total this has cost me is $337.00, plus the $78.00 order which was cancelled, but taken from my account. This is of the 21st of July.This has caused me pain and suffering. It has caused my car insurance to be cancelled.I would like my money refunded immediately, and responsible action taken against the person (s)responsible for the error.

Desired Settlement: $337.00 plus $78.00 for the cancelled order. Appropriate discipline for those who caused the mathematical error in the first place.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** **** ******. Thank 
you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity 
Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may 
have prevented us from being more responsive to her inquiries regarding her account. 
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like to be 
refunded for her most recent charge on her account. Because Ms. ****** remained a Preferred Customer in June 
2014, and no minimum product point order was placed, an Insured Customer Backup Order was processed. In 
an effort to resolve this issue, a refund of the June Backup Order in the amount of $78.23 has been processed 
back to Ms. ******’s credit card on file. We further note, Ms. ******’s request for a refund of $337.00 for bank 
fees she claims were associated with the order at issue. We invite Ms. ****** to send us a copy of her bank 
statement and we would be happy to review the charges and, if appropriate, process an additional refund.
Ms. ******’s account was cancelled on July 11, 2014 and, as such, she should not receive any more products or 
charges. 
Ms. ****** enrolled with Melaleuca as a Preferred Customer on June 13, 2011. As a Preferred Customer, Ms. 
****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 
30% to 40% discount on all products ordered and eligibility for discounted services such as long distance 
telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s 
Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any 
month during which they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. If they make no 
such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. 
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer 
Service department at 1-800-282-3000. 
Sincerely,
Wayne Billman
Director of Customer Care and Business Development3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Payment Authorization
I authorize Melaleuca to withdraw payment from my credit card or bank account as specified on the front
of this Agreement for orders I place directly and for my Backup Order (including any and all sales taxes
and all shipping and handling charges). I give my permission that, if Melaleuca is unable to collect
payment in full from my credit card account, then Melaleuca may make multiple attempts to collect for up
to 60 days and, no more than twice, add $.50 to $1.00 to my balance to cover the ongoing costs for
administration of the collection of my account. I agree to pay a $15.00 service fee in the event a check or
charge is dishonored for any reason. Prepaid credit cards are not valid preferred forms of payment. After
my account has been charged by my financial institution, I have the right to have the amount of any
erroneous withdrawal immediately deposited to my account by my financial institution up to 15 days
following issuance of my bank statement or 45 days after posting. I will hold Melaleuca, Inc. harmless for
all special or consequential damages, whether direct or indirect, resulting from any wrongful debit to my
account.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Yes the June fee was cancelled for the back up order, but Melaleuca then processed a second order on July 1st which cleared my account and still to this date, July 24th has still not been refunded back into my account. I am happy to supply the bank statement, but it has been almost 14 DAYS SINCE my first complaint and I have yet to see this money refunded back to my account and now in less than 48 hours, I will no longer have car insurance because the bank charges resulting from the second back up order cased several checks to bounce one of which was my car insurance that tried to clear twice. Since I am on unemployment, I have not had any extra cash to use to live on other than my unemployment payments that I just started getting the week that this error happened.  

I am extremely upset about this matter and I will not be purchasing any  other products from this company in the future. This is sad because they are great products but I feel I have been treated extremely poorly during this whole resolution period.

Regards,

***** ******

 

 

Business Response: We recently received a notice from your office regarding a concern expressed by ***** **** ******. Thank 
you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity 
Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may 
have prevented us from being more responsive to her inquiries regarding her account. 
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like to be 
refunded for her most recent charge on her account. Because Ms. ****** remained a Preferred Customer in June 
2014, and no minimum product point order was placed, an Insured Customer Backup Order was processed. In 
an effort to resolve this issue, a refund of the June Backup Order in the amount of $78.23 has been processed 
back to Ms. ******’s credit card on file. We further note, Ms. ******’s request for a refund of $337.00 for bank 
fees she claims were associated with the order at issue. We invite Ms. ****** to send us a copy of her bank 
statement and we would be happy to review the charges and, if appropriate, process an additional refund.
Ms. ******’s account was cancelled on July 11, 2014 and, as such, she should not receive any more products or 
charges. 
Ms. ****** enrolled with Melaleuca as a Preferred Customer on June 13, 2011. As a Preferred Customer, Ms. 
****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 
30% to 40% discount on all products ordered and eligibility for discounted services such as long distance 
telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s 
Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any 
month during which they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. If they make no 
such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. 
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer 
Service department at 1-800-282-3000. 
Sincerely,
Wayne Billman
Director of Customer Care and Business Development3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Payment Authorization
I authorize Melaleuca to withdraw payment from my credit card or bank account as specified on the front
of this Agreement for orders I place directly and for my Backup Order (including any and all sales taxes
and all shipping and handling charges). I give my permission that, if Melaleuca is unable to collect
payment in full from my credit card account, then Melaleuca may make multiple attempts to collect for up
to 60 days and, no more than twice, add $.50 to $1.00 to my balance to cover the ongoing costs for
administration of the collection of my account. I agree to pay a $15.00 service fee in the event a check or
charge is dishonored for any reason. Prepaid credit cards are not valid preferred forms of payment. After
my account has been charged by my financial institution, I have the right to have the amount of any
erroneous withdrawal immediately deposited to my account by my financial institution up to 15 days
following issuance of my bank statement or 45 days after posting. I will hold Melaleuca, Inc. harmless for
all special or consequential damages, whether direct or indirect, resulting from any wrongful debit to my
account.

Consumer Response:

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. 

Regards,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/24/2014 Problems with Product/Service
7/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have requested several times for my account to be closed, cancelled,etc and it took them 3 months and 2 shipments and an overdraft for them to finally cancel after several requests. They told me that they will not refund my overdraft and I have to pay to ship the products back to them. I have refused shipment 2 times already and have yet to get my acct credited for those refusals. I have been a happy Customer until I tried to cancel because the products aren't what my family uses anymore. I'm extremely disappointed with the company that claims they are about the health and wellness of families but don't know how to treat families!

Desired Settlement: The company charged me approximately $54 plus I have an overdraft on my acct because of them for $32. Because of this my house payment may bounce which will lead to another $32 bounce check fee from the bank and a $35 fee for my house payment.

Business Response: As a follow-up to Ms. ********’s concern about her refund,  the refund was processed in our system this morning and will probably be completed tonight or by morning.  It may take up to 10 days for her bank to post the credit to her account.  We apologize for the delay in acting on her concern and not processing the refund sooner.

Business Response: We recently received a notice from your office regarding a concern expressed by **** ********. Thank 
you for bringing this to our attention and providing us an opportunity to respond. We appreciate the 
opportunity Ms. ******** gave us to do business with her, and extend our apologies to her for any 
inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her 
account. 
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she would 
like to be refunded for the most recent charge on her account. Because Ms. ******** remained a 
Preferred Customer in June 2014, and no minimum product point order was placed, an Insured Customer 
Backup Order was processed. Melaleuca’s refund policy states that customers will be refunded for the full 
amount of the returned product, including tax but excluding shipping and handling (An excerpt from the 
Terms and Conditions addressing refunds is appended below for reference). In an effort to resolve this 
issue, a refund of the June Backup Order in the amount of $53.39 has been processed back to Ms. 
********’s credit card on file. We further note Ms. ********’s request for a refund of $99.00 for bank 
fees she claims were associated with her most recent order. If Ms. ******** would like to send us a copy 
of her bank statement we would be happy to review the charges and process an additional refund, if 
necessary. 
Ms. ********’s account was cancelled on July 3, 2014 and, as such, she should not receive any more 
products or charges. We note that we did not cancel Ms. ********’s account previously because we had 
not received a written cancellation notice from her in accordance with the Terms and Conditions of our 
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is 
appended below for reference). 
Ms. ******** enrolled with Melaleuca as a Preferred Customer on September 18, 2006. As a Preferred 
Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s catalog each 
month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services 
such as long distance telephone service and health savings programs. By accepting the Terms and 
Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and 
pay for a Backup Order in any month during which they do not order at least the amount of products that 
they committed to order. Preferred Customers can select the products that will be included in any Backup 
Order they might receive. If they make no such selection, any Backup Order they receive will include a 
variety of products selected by Melaleuca. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective 
the month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 
Satisfaction Guarantee 
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused 
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the 
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the 
product (less shipping and handling charges), or (2) upon my written request, replace the product without 
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and 
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to 
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be 
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the 
returned product. Credit on account is available for Melaleuca product purchases. 
Payment Authorization 
I authorize Melaleuca to withdraw payment from my credit card or bank account as specified on the front 
of this Agreement for orders I place directly and for my Backup Order (including any and all sales taxes 
and all shipping and handling charges). I give my permission that, if Melaleuca is unable to collect 
payment in full from my credit card account, then Melaleuca may make multiple attempts to collect for up 
to 60 days and, no more than twice, add $.50 to $1.00 to my balance to cover the ongoing costs for 
administration of the collection of my account. I agree to pay a $15.00 service fee in the event a check or 
charge is dishonored for any reason. Prepaid credit cards are not valid preferred forms of payment. After 
my account has been charged by my financial institution, I have the right to have the amount of any 
erroneous withdrawal immediately deposited to my account by my financial institution up to 15 days 
following issuance of my bank statement or 45 days after posting. I will hold Melaleuca, Inc. harmless for 
all special or consequential damages, whether direct or indirect, resulting from any wrongful debit to my 
account.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

No refund in the amount of $53.39 has been processed to my credit card that was on file and it's been well over 10 days since my account has been cancelled "per cancellation agreement". This is the 2nd time I've and an issue like this. I've sent items back and was supposed to get refunded, it never happened. I'm extremely disappointed with the customer service this company is supposed to have.

Regards,

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

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to one of their presentation in May and was given false information when I filled out the form. According to the rep, I have to be the one to call and place my orders when I'm ready to as I did tell her I do not want my card billed and she told me it's just that they have it on file, so when I'm ready to order they can bill it. I found out on 6/3/14 they debited my account for $65.26 without my knowledge or permission which made my account to be overdrawn and charged $35 by my bank. I contacted them and was upset, as I was lied to just to get me to sign up. They cancelled my account per my request and informed me the package they sent to me without my knowledge already shipped and should just send it back. I did send it back and they confirmed receipt of it. On 6/20/14 when I did not see my refund, the rep told me she processed the refund. I called again last Friday 6/27/14 as I did not see any refund back to my account and was told it was processed on 6/20/14. I called my bank today 6/30/14 only to be told it was just processed on 6/28/14 and it's for $57.23. They took $65.26 from my account without my permission and only refunding $57.23? I need to know why as I attempted to call them and was told customer service is not opened on Monday. I need my full money they took from my account plus the $35 NSF fee charged by my bank. It's not fair to give false information just to get folks to sign up

Desired Settlement: I need them to refund my full $65.26 they took not $57.23 and also the $35 NSF incurred from them debiting my account initially without my knowledge. That is $8.03 from the $65.26 plus $35 total $43.03

Business Response: We recently received a notice from your office regarding a concern expressed by ******* 
*******. Thank you for bringing this to our attention and providing us an opportunity to 
respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend 
our apologies to her for any inadvertent errors that may have prevented us from being more 
responsive to her inquiries regarding her account. 
 
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she 
would like to be refunded for the shipping and handling charges of her recently returned order. 
Melaleuca’s return policy states that customers will be refunded for the full amount of the 
returned product, including tax but excluding shipping and handling. (An excerpt from the Terms 
and Conditions addressing refunds is appended below for reference.) However in an attempt to 
resolve all of Ms. *******’s concerns, a refund of $8.03 was processed to her credit card. 
Additionally, Ms. ******* requested a refund of $35 in bank fees associated with the Melaleuca 
charge. This refund has also been processed. 
 
Ms. *******’s account was cancelled on June 4, 2014 and, as such, she should not receive any 
more products or charges. We note that we did not cancel Ms. *******’s account previously 
because we had not received a written cancellation notice from her in accordance with the Terms 
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and 
Conditions addressing cancellation is appended below for reference). 
 
Ms. ******* enrolled with Melaleuca as a Preferred Customer on May 31, 2014. As a Preferred 
Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s 
catalog each month in return for a 30% to 40% discount on all products ordered and eligibility 
for discounted services such as long distance telephone service and health savings programs. By 
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, 
Preferred Customers agree to receive and pay for a Backup Order in any month during which 
they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. 
If they make no such selection, any Backup Order they receive will include a variety of products 
selected by Melaleuca. 
 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the 
month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 
 
Satisfaction Guarantee 
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused 
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the 
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the 
product (less shipping and handling charges), or (2) upon my written request, replace the product without 
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and 
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to 
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be 
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the 
returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed 
credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me 
in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will 
charge my customer account a $10 service fee for each month’s notification process for as long as I have 
credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund 
checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the 
check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to 
my customer account, which credit on account shall be subject to the above notification process and 
associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to 
cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction 
guarantee by excessively returning product. 

Consumer Response:

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.  I do see the $8.03 refunded back to my  card but not the $35 NSF fee. According to their letter it says that was processed and it's not showing on my card

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In Sept. 2013, I signed up as a Melaleuca representative. When offered a Melaleuca MasterCard a couple of months later, I accepted and placed in on file to pay for my Melaleuca orders. My last order was in April 2014. After paying off this MasterCard in May, I canceled it. To my horror, I received an email from Melaleuca stating that an unsolicited order (******************) had been charged to my debit card and shipped to me on 6-4-14 without my prior knowledge. As I am elderly, disabled, and retired, this unwarranted charge adversely affected my bank account. I called Melaleuca customer service and was told I had to write a letter of cancellation stating my reasons therefor and giving my name, address, telephone and account numbers, and the date. I did so 6-4-14, and the letter was acknowledged as received on 6-9-14, the date I received and returned the unordered package to the shipping site from which it originated at my expense($11.30 shipping charge) and painful effort. According to UPS tracking (******************), this merchandise was received by "****" at Melaleuca at 11:03 AM 6-11-14. Yet Kathryn Brooks of Melaleuca customer service sent me an email at 4:27 PM 6-11-14 that the package had not been received. She said that she would send me an email as soon as the package arrived, and I have not heard from her. This company's retention tactics remind me of the Hotel California.

Desired Settlement: I would like to be reimbursed the $65.57 that Melaleuca charged to me and the $11.30 UPS charged to return the stuff for a total of $76.87.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ****** 
******. Thank you for bringing this to our attention and providing us an opportunity to respond. 
We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our 
apologies to her for any inadvertent errors that may have prevented us from being more 
responsive to her inquiries regarding her account. 
 
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she 
would like to be refunded in full for the return of her more recent order. Because Ms. ****** 
remained a Preferred Customer and did not place a minimum product point order in May 2014, a 
Preferred Customer Backup Order was processed, charging her account $65.57. The order was 
returned and on June 12, 2014 a refund of $57.49 was refunded to her method of payment. The 
remaining balance of $8.08 was for shipping and handling charges, which is typically not 
refunded (according to Melaleuca’s Customer Satisfaction Guarantee). However, in an effort to 
resolve Ms. ******’s concerns, the shipping charge of $8.08 has been processed to her credit 
card, along with the $11.30 in shipping charges she incurred in returning the order to us. 
 
Ms. ******’s account was cancelled on June 10, 2014 and, as such, she should not receive any 
more products or charges. We note that we did not cancel Ms. ******’s account previously 
because we had not received a written cancellation notice from her in accordance with the Terms 
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and 
Conditions addressing cancellation is appended below for reference). 
 
Ms. ****** enrolled with Melaleuca as a Preferred Customer on June 1, 2013. As a Preferred 
Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s 
catalog each month in return for a 30% to 40% discount on all products ordered and eligibility 
for discounted services such as long distance telephone service and health savings programs. By 
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, 
Preferred Customers agree to receive and pay for a Backup Order in any month during which 
they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. 
If they make no such selection, any Backup Order they receive will include a variety of products 
selected by Melaleuca. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
 
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective 
the month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402- 
6003. 
 
Satisfaction Guarantee 
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused 
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the 
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the 
product (less shipping and handling charges), or (2) upon my written request, replace the product without 
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and 
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to 
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be 
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the 
returned product. Credit on account is available for Melaleuca product purchases. 

Consumer Response:

I would accept the response if the assertions were true.  However, there has been no refund of the shipping charges ($19.38) as stated in Mr. Billman’s response.  A member of Melaleuca customer service telephoned me last week, addressed me as if I were a developmentally delayed 5-year-old, attempted to browbeat and intimidate me by raising her voice and speaking while I was speaking, becoming louder and louder, and insisting that Melaleuca was unable to refund shipping costs.  When I pointed out that she was using “unable” for “unwilling,” her angry sarcasm and rudeness were astonishing, especially coming from someone who was supposed to be providing customer service.

Business Response: We recently received a notice from your office regarding a follow-up concern expressed by 
***** ****** ******. Thank you for bringing this to our attention and providing us an 
opportunity to respond. 
 
We understand Ms. ******’s communication to indicate that she has not yet received her refund 
for shipping charges. According to our records, Melaleuca processed her refund on June 27, 
2014 in the amount of $19.38 to Ms. ******’s Visa card ending in ….****. If Ms. ****** has 
not received this refund we suggest she contact her bank to confirm credit has been posted. We 
also apologize to Ms. ****** for the way our associate spoke to Ms. ****** on the phone and 
proper steps have been taken to address this issue. 
 
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development

Consumer Response:

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. 

Regards,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have tried to cancel my Melaleuca membership for over a month now after my children had an allergic reaction to their laundry soap. I sent them multiple letters like the website said to do and I received an email from the customer service department saying that they processed my monthly order and I still owed them 62.18. I emailed them back stating I hadn't ordered anything and that I had canceled my membership. I called the 1-800 number in the email and was told that I needed to send in writing my cancellation request and that they wouldn't refund my money until then and that it would cost me 10.00 extra to cancel my order that I did not order. I hung up on the man, Andrew, and wrote them another letter and sent it to them via email. They have continuously called me since this morning and I feel that this is harassment.

Desired Settlement: I just want the order canceled without being charged an extra 10.00 and my 62.18 returned to my bank account and for Melaleuca to leave me alone. No more emails or phone calls or unordered products delivered to my door.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ********. 
Thank you for bringing this to our attention and providing us an opportunity to respond. We 
appreciate the opportunity Ms. ******** gave us to do business with her, and extend our 
apologies to her for any inadvertent errors that may have prevented us from being more 
responsive to her inquiries regarding her account. 
 
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she 
would like to be refunded for the last order charged to her account. Melaleuca’s refund policy 
states that customers will be refunded for the full amount of the returned product, including tax 
but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing 
refunds is appended below for reference). However, in an effort to resolve all of Ms. ********’s 
concerns, a full refund has been processed in the amount of $62.18. 
 
Ms. ********’s account was cancelled on June 5, 2014 and, as such, she should not receive any 
more products or charges. We note that we did not cancel Ms. ********’s account previously 
because we had not received a written cancellation notice from her in accordance with the Terms 
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and 
Conditions addressing cancellation is appended below for reference). 
 
Ms. ******** enrolled with Melaleuca as a Preferred Customer on April 5, 2014. As a Preferred 
Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s 
catalog each month in return for a 30% to 40% discount on all products ordered and eligibility 
for discounted services such as long distance telephone service and health savings programs. By 
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, 
Preferred Customers agree to receive and pay for a Backup Order in any month during which 
they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. 
If they make no such selection, any Backup Order they receive will include a variety of products 
selected by Melaleuca. 
 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: 
 
Satisfaction Guarantee 
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused 
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the 
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the 
product (less shipping and handling charges), or (2) upon my written request, replace the product without 
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and 
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to 
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be 
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the 
returned product. 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective 
the month received. Suspension Forms received after the 25th of the month will be effective the following 
month….Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402- 
6003. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Complaint Details Unavailable
6/23/2014 Problems with Product/Service | Complaint Details Unavailable
6/23/2014 Billing/Collection Issues | Complaint Details Unavailable
6/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up with a representative 2 months ago. I was told in order to not receive a back-up order I would have to place an order every month in order to not be charged for a back up order. To continue to be a preferred member I would need to purchase enough products that would add up to 35 points. If I did not purchase anything I would be charged for a back up order. I purchased their lotion which did not accumulate the 35 points, but I was unable at the time to spend up to 35 points, which was around $78. Based on the information I was given I would not have to spend the extra money this month and receive random items, but purchase what I wanted and spend something and not receive that financial hit. Once I checked out I was given a total of $38 and I proceeded to wait for my order. I received an email later explaining my total was $38 as well. My package arrived and I had 2 boxes, as well as reviewing my bank account and another charge of $65.14. Inside the other box was a bunch of random items that I did not order and was charged $65.14 for it. When I called my representative that signed me up, I was told this is the information that was relayed to her. As long as I purchased something for the month, I would not receive the back up order. I called the company and was told that was not true and that I had to purchase enough products that totaled 35 points in order to avoid a back up order of miscellaneous products. On top of that I was told in order to receive my money back I would have to ship the products back at my own expense. I did not ask for these products and because of bad information I now have to spend money to return something I never wanted or was notified of. Melaleuca NEVER sent me a bill stating they were deducting $65.14 from my account. When I questioned ***** (rep I called) she said my email setting was not set to alert of emails. WHAT!?!? So you can charge my account for something and not tell me because I don't have a setting on my account to alert me.

Desired Settlement: I request to have a FULL refund and never have to deal with this SCAM of a company again. I have told so many family/friends not to order or even attempt to sell this. If Melaleuca would be upfront and trustworthy they could very well have more happy customers. They never even attempted to resolve the issue. Just said send the products back at my own expense and I will get a refund. Then told me a lengthy process on how to cancel.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ********. Thank 
you for bringing this to our attention and providing us an opportunity to respond. We appreciate the 
opportunity Ms. ******** gave us to do business with her, and extend our apologies to her for any 
inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her 
account. 
 
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she would 
like to be refunded in full for the April 2014 order. Melaleuca’s refund policy states that customers will 
be refunded for the full amount of the returned product, including tax but excluding shipping and 
handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for 
reference.) Because Ms. ******** remained a Preferred Customer in April 2014, and no minimum 
product point order was placed, an Insured Customer Backup Order was processed. In an effort to resolve 
the issue for Ms. ********, a pre-paid label was emailed to Ms. ******** to her email address on file, 
which she may use to return her April backup order. Once the order is received a full refund will be 
processed to her credit card. 
 
Ms. ********’s account was cancelled on May 8, 2014 and, as such, she should not receive any more 
products or charges. We note that we did not cancel Ms. ********’s account previously because we had 
not received a written cancellation notice from her in accordance with the Terms and Conditions of our 
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is 
appended below for reference). 
 
Ms. ******** enrolled with Melaleuca as a Preferred Customer on March 19, 2014. As a Preferred 
Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s catalog each 
month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services 
such as long distance telephone service and health savings programs. By accepting the Terms and 
Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and 
pay for a Backup Order in any month during which they do not order at least the amount of products that 
they committed to order. Preferred Customers can select the products that will be included in any Backup 
Order they might receive. If they make no such selection, any Backup Order they receive will include a 
variety of products selected by Melaleuca. 
 
Finally, we note that Ms. ******** referred to Melaleuca as a “scam,” and we assure you that this 
reference is not accurate. It does appear that Ms. ********’s dissatisfaction may have been caused in 
large part by an incomplete understanding of the Terms and Conditions of our Customer Membership 
Agreement. However, we do not see any indication that Melaleuca was responsible for any 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
incompleteness in Ms. ********’s understanding. In any event, we wish to assure you and Ms. ******** 
that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer 
Membership Agreement has a full understanding of those Terms and Conditions. 
 
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective 
the month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 
 
Satisfaction Guarantee 
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused 
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the 
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the 
product (less shipping and handling charges), or (2) upon my written request, replace the product without 
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and 
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to 
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be 
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he 
returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed 
credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me 
in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will 
charge my customer account a $10 service fee for each month’s notification process for as long as I have 
credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund 
checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the 
check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to 
my customer account, which credit on account shall be subject to the above notification process and 
associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to 
cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction 
guarantee by excessively returning product. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company has big issues with accepting faxes and emails. We have been trying since August, 2013 to cancel my account. I refused a delivery in September, 2013 because I had already cancelled a month prior. They have continued to bill me every month for $53.92 and I have followed their guidelines on the bottom of their opt out form to email and fax the form. Every time it is faxed or emailed, the fax or email comes back to me that it cannot be received. I have also called them every month, and they say they cannot help me without them receiving the opt out form, of course they don't have it because it constantly gets bounced back to me. I just supposedly spoke to the highest person I can, and he says he can only refund me $100.00 of the $425.00 that they charged me and never sent products for. They claim that we have never called nor emailed or faxed anything to them. I have the proof that we have been faxing and emailing since August, 2012. Please help. I would like to have my money back. I am on Social Security and I don't have that much money to just give to a company that I don't like. I am allergic to their products and I don't like the smell of their products.

Desired Settlement: I would like for them to refund my money of $425.00 without having to take this to court to received then not only the money that they owe me, but also then all of my legal fees.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *** 
*******. Thank you for bringing this to our attention and providing us an opportunity to 
respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend 
our apologies to her for any inadvertent errors that may have prevented us from being more 
responsive to her inquiries regarding her account. 
 
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she 
would like to be refunded the last eight charges in the form of convenience certificates which 
Ms. *******’s could then redeem for product. Melaleuca’s refund policy for Convenience 
Certificates states that certificates are non-refundable and can only be redeemed for product. (An 
excerpt from the Terms and Conditions addressing refunds is appended below for reference). In 
an effort to resolve all of Ms. *******’s concerns, a full refund has been processed to her credit 
card for 8 certificates totaling $427.12. Our records further indicate that Ms. ******* returned an 
order last year which refund has also been processed to Ms. *******’s credit card, for a total 
refund of $476.72. 
 
Ms. *******’s account was cancelled on May 21, 2014 and, as such, she should not receive any 
more products or charges. We note that we did not cancel Ms. *******’s account previously 
because we had not received a written cancellation notice from her in accordance with the Terms 
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and 
Conditions addressing cancellation is appended below for reference). 
 
Ms. ******* enrolled with Melaleuca as a Preferred Customer on June 1, 2013. As a Preferred 
Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s 
catalog each month in return for a 30% to 40% discount on all products ordered and eligibility 
for discounted services such as long distance telephone service and health savings programs. By 
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, 
Preferred Customers agree to receive and pay for a Backup Order in any month during which 
they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. 
If they make no such selection, any Backup Order they receive will include a variety of products 
selected by Melaleuca. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
 
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
The Terms and Conditions of the Customer Membership Agreement include the following 
paragraphs: 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the 
month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 
 
Convenience Certificate Redemption: 
….. I understand that Convenience Certificates may be redeemed for product only, and may not be 
returned for a refund or credit on account, except in certain states. 
 
Refused Orders: 
I understand that if I refuse to accept any products delivered to me in accordance with Melaleuca’s 
Customer Membership Agreement Terms and Conditions, any future Backup Orders Melaleuca sends to 
me will be in the form of a Convenience Certificate. 

Consumer Response:

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. 

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had sadly signed up to receive their products. the representative made it out like it was such a great cost effective way to get household and personal products quickly and cheaply. Well it isn't. I called and tried to cancel and they had me fill out a cancellation form, which I did and sent it back via e-mail the same day. they then sent me an e-mail telling me my ORDER has shipped!! What order?? I called them again, and was told they never did receive my cancellation request and they automatically send out an maintenance order. I did not want any of this product and they knew that. I refused it when it came via UPS. I did receive a refund thankfully for the product..but was charged a ridiculous amount for the return shipping. I feel I should get back my full refund as I followed all that they required. It was an unauthorized charge to my card and delivery. this is not how a company should cheat customers.

Desired Settlement: I would like my shipping return money back.

Business Response: We recently received a notice from your office regarding a concern expressed by ********* 
*****. Thank you for bringing this to our attention and providing us an opportunity to respond. 
We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our 
apologies to her for any inadvertent errors that may have prevented us from being more 
responsive to her inquiries regarding her account. 
 
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she 
would like to be refunded for the shipping charges for the return of her April 2014 order. 
Melaleuca’s refund policy states that customers will be refunded for the full amount of the 
returned product, including tax but excluding shipping and handling. (An excerpt from the Terms 
and Conditions addressing refunds is appended below for reference.) Ms. ****** was previously 
refunded $49.42 for the product plus tax. However, in an effort to resolve all concerns for Ms. 
*****, an additional refund of $16.15 has been processed to her credit card for the shipping and 
handling charges. 
 
Ms. *****’s account was cancelled on May 6, 2014 and, as such, she should not receive any 
more products or charges. We note that we did not cancel Ms. *****’s account previously 
because we had not received a written cancellation notice from her in accordance with the Terms 
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and 
Conditions addressing cancellation is appended below for reference). 
 
Ms. ***** enrolled with Melaleuca as a Preferred Customer on April 4, 2014. As a Preferred 
Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog 
each month in return for a 30% to 40% discount on all products ordered and eligibility for 
discounted services such as long distance telephone service and health savings programs. By 
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, 
Preferred Customers agree to receive and pay for a Backup Order in any month during which 
they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. 
If they make no such selection, any Backup Order they receive will include a variety of products 
selected by Melaleuca. 
 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: 
 
Satisfaction Guarantee 
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused 
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the 
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the 
product (less shipping and handling charges), or (2) upon my written request, replace the product without 
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and 
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to 
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be 
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he 
returned product. 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th
 of the month will be effective 
the month received. Suspension Forms received after the 25th
 of the month will be effective the following 
month….Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 

Consumer Response:

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. 

Thank-you, for such a quick response.. Can you please have  Melaleuca send me a check. I cancelled the card it was charged to, to avoid further charges.

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was introduced to the company by my previous employer, who knew I was laid off and seeking employment, first I was told that to sign up the cost would be one dollar and I could cancel at any time. They charged my card 31.00, apologized and stated I would be receiving my refund within 10 days, needless to say it took more time than that. We had spoken about placing an order and that I had to place the order by March 31, which I Did Not place.On April 4, 2014 after noticing the charge to my account for 63.00 I contacted them by email and request a refund and cancellation and was told that the package had already be sent to me and would have to be returned to be refunded. Two days later when it arrived I took it to UPS and returned the package, unopened, as refused. I then filled out the cancellation form and sent it via email and then mailed a form via US postal mail a few weeks later. On May 2, 2014 again there was another payment withdrawn from my account for 54.00, at which time I contact them via phone and spoke to Steven who informed me first that a package had been sent and then stated they had sent certificates that could not be refunded and I had 2 years to use. I was told they would only refund me 43.00 dollars from the first shipment due to monies used for shipping and I would have to email a note asking for a cancellation and file out the form again.I not only sent the email with a note, but the original cancellation form sent April 9th.They still followed through on the withdrawal but also emailed me this morning, May 6 to re-activate the account (after numerous emails sent this weekend, stating my upset and that I did not want or request any certificates, and notice of filing a complain), which I once again responded by letting them aware of my upset and desire for a refund and putting them on notice of any further attempt of payment withdrawal from my account would be handled by an attorney.

Desired Settlement: I would like to have my complete refund for the first payment withdrawn, the last one and stop payment fee. I would like to have my service completely cancelled and no further communications. Hopefully by me filing this complaint it can also be used for others to be aware of what this company and true services are, so they would not fall as I did. I have placed a stop payment to the final payment made to my account that is pending.

Business Response:  
We recently received a notice from your office regarding a concern expressed by ******* ********. 
Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate 
the opportunity Ms. ******** gave us to do business with her, and extend our apologies to her for any 
inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her 
account. 
 
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she would 
like to be refunded in full for the return of her first order as well as a refund for the most recent order (a 
convenience certificate) she received. Because Ms. ******** remained a Preferred Customer and did not 
place a minimum product point order in March 2014, a Preferred Customer Backup Order was processed, 
charging her account $64.66. The order was returned and a refund of $48.74 was refunded to her method 
of payment. The remaining balance of $15.92 was for shipping and handling charges (including the 
refused delivery) which is typically non-refundable (according to Melaleuca’s Customer Satisfaction 
Guarantee). However, in an effort to resolve this issue, a refund of $15.92 has been processed, which 
constitutes a full refund of the March 2014 order. Further, because Ms. ******** was still a Preferred 
Customer in May 2014, a Convenience Certificate was processed, with a charge of $53.39. Melaleuca’s 
refund policy for Convenience Certificate states that they are non-refundable and can only be redeemed 
for product. (An excerpt from the Terms and Conditions addressing refunds is appended below for 
reference). Ms. ******** stated that she put a stop payment on the charge and the bank has refunded her. 
Therefore, a refund for this charge will not be completed. 
 
Our records also indicate that Ms. ******** was refunded in full for the enrollment fee in the amount of 
$31.03. 
 
Ms. ********’s account was cancelled on May 2, 2014 and, as such, she should not receive any more 
products or charges. We note that we did not cancel Ms. ********’s account previously because we had 
not received a written cancellation notice from her in accordance with the Terms and Conditions of our 
Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is 
appended below for reference). 
 
Ms. ******** enrolled with Melaleuca as a Preferred Customer on March 13, 2014. As a Preferred 
Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s catalog each 
month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services 
such as long distance telephone service and health savings programs. By accepting the Terms and 
Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and 
pay for a Backup Order in any month during which they do not order at least the amount of products that 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
they committed to order. Preferred Customers can select the products that will be included in any Backup 
Order they might receive. If they make no such selection, any Backup Order they receive will include a 
variety of products selected by Melaleuca. 
 
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective 
the month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 
 
Convenience Certificate Redemption 
….. I understand that Convenience Certificates may be redeemed for product only, and may not be 
returned for a refund or credit on account, except in certain states. 
 
Refused Orders 
I understand that if I refuse to accept any products delivered to me in accordance with Melaleuca’s 
Customer Membership Agreement Terms and Conditions, any future Backup Orders Melaleuca sends to 
me will be in the form of a Convenience Certificate. 
 
Satisfaction Guarantee 
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused 
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the 
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the 
product (less shipping and handling charges), or (2) upon my written request, replace the product without 
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and 
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to 
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be 
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the 
returned product. Credit on account is available for Melaleuca product purchases. 

Consumer Response:

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. 

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/13/2014 Problems with Product/Service
5/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I canceled with this company...twice. The last time I made sure I followed directions to a T. I thought it was canceled. I have not received any correspondence from them until recently when they were trying to charge my Credit card. That was 4/13. It is now 4/14. They have been with drawing 53 dollars out of my account a month for a year! I should have caught this earlier, but just never noticed it. No record of any of this except form my bank. No receipts or anything. I was SHOCKED! They said the never receive the email, online cancelation or fax. How does anyone just withdraw money from someones account after they cancel? How do they justify this? What is worse, the will not refund my money and are still trying to charge me. They say it is against policy to refund. They said that about returns that they never credited me for and kept. I have asked to speak to supervisor, but impossible to reach her on my time. I have to wait for them to call. They call during work when I cannot pick up. They supposedly have rules about refunds and returns that my representative never explained to me. I already took a $300 hit before cancelation for products I never ordered. I told them verbally, through emails and fax to cancel my account. They never did and kept quite until they could not get into my account. This is theft!

Desired Settlement: I want my money back! I cannot afford to give someone $600 for nothing! They should be brought up on charges.I do not know which compliant type to enter because they have violated me on every level.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* *** 
*******. Thank you for bringing this to our attention and providing us an opportunity to 
respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend 
our apologies to her for any inadvertent errors that may have prevented us from being more 
responsive to her inquiries regarding her account. 
 
We understand Ms. *******’ communication to the Better Business Bureau to indicate that she 
would like to be refunded for the last twelve charges, by way of convenience certificates which 
Ms. Edward’s could then redeem for product. Melaleuca’s refund policy for Convenience 
Certificates states that they are non-refundable and can only be redeemed for product. (An 
excerpt from the Terms and Conditions addressing refunds is appended below for reference). In 
an effort to resolve all of Ms. *******’ concerns, a full refund has been processed to her credit 
card for 11 certificates totaling $587.29. Melaleuca never received payment for the most recent 
certificate and the owing balance of $53.39 has been removed from Ms. *******’ account. We 
also note that on November 10, 2013, Ms. ******* was charged $12.95 for the annual renewal 
of her Customer Membership Agreement. This charge has also been refunded. 
 
Ms. *******’ account was cancelled on April 2, 2014 and, as such, she should not receive any 
more products or charges. We note that we did not cancel Ms. *******’ account previously 
because we had not received a written cancellation notice from her in accordance with the Terms 
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and 
Conditions addressing cancellation is appended below for reference). 
 
Ms. ******* enrolled with Melaleuca as a Preferred Customer on October 8, 2012. As a 
Preferred Customer, Ms. ******* committed to order a certain amount of products from 
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and 
eligibility for discounted services such as long distance telephone service and health savings 
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership 
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month 
during which they do not order at least the amount of products that they committed to order. 
Preferred Customers can select the products that will be included in any Backup Order they 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
might receive. If they make no such selection, any Backup Order they receive will include a 
variety of products selected by Melaleuca. 
 
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
 
The Terms and Conditions of the Customer Membership Agreement include the following 
paragraphs: 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the 
month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 
 
Convenience Certificate Redemption: 
….. I understand that Convenience Certificates may be redeemed for product only, and may not be 
returned for a refund or credit on account, except in certain states. 
 
Refused Orders: 
I understand that if I refuse to accept any products delivered to me in accordance with Melaleuca’s 
Customer Membership Agreement Terms and Conditions, any future Backup Orders Melaleuca sends to 
me will be in the form of a Convenience Certificate. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I attempted to open an account with Melaleuca on 2/28/14 via computer. My credit card kept coming up denied. Calls to the company verified that. However on 3/1/14 I contacted my bank only to know that almost $300.00 dollars worth of charges had been put on my card. I was upset and contacted the company again and told them I wanted nothing to do with them because their practices were underhanded. Less than a week later I get an email telling me my order was shipped. After numerous calls and receiving the package and sending it back, which they confirm, they continue to call for shipping and handling charges. I was even told to put my cancellation in writing which I didn't know I had to do as the charges were denied on the computer. I did this too and nothing. Their own representative has witnessed the injustice and has tried to rectify it to no avail. I had to cancel my card with the bank and wait two weeks for a new one to prevent further charges. Now I get constant harassing calls from a person that identifies itself as "the owner".

Desired Settlement: I would like for them to stop calling and trying to get the $15.00 dollars from me when they provided nothing. I don't want this affecting the credit I have just started to build.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** 
********. Thank you for bringing this to our attention and providing us an opportunity to 
respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and 
extend our apologies to her for any inadvertent errors that may have prevented us from being 
more responsive to her inquiries regarding her account. 
 
We understand Ms. ********’s communication to the Better Business Bureau to indicate that 
she would like us to clear the remaining owing balance left over from the non-payment and 
return of the February 2014 order. Melaleuca’s refund policy states that customers will be 
refunded for the full amount of the returned product, including tax but excluding shipping and 
handling (An excerpt from the Terms and Conditions addressing refunds is appended below for 
reference). Because Ms. ******** remained a Preferred Customer in February 2014, and no 
minimum product point commitment was placed, an Insured Customer Backup Order was 
processed. However, Melaleuca never received payment for the order and an owing balance of 
$64.06 was posted to Ms. ********’s account. The order was returned and the owing balance for 
product was removed, leaving the shipping and handling charge of $15.78 on the account. In an 
effort to resolve this matter, the owing balance has now been removed. 
 
Ms. ********’s account was cancelled on March 11, 2014 and, as such, she should not receive 
any more products or charges. We note that we did not cancel Ms. ********’s account 
previously because we had not received a written cancellation notice from her in accordance with 
the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms 
and Conditions addressing cancellation is appended below for reference). 
 
Ms. ******** enrolled with Melaleuca as a Preferred Customer on February 28, 2014. As a 
Preferred Customer, Ms. ******** committed to order a certain amount of products from 
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and 
eligibility for discounted services such as long distance telephone service and health savings 
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership 
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month 
during which they do not order at least the amount of products that they committed to order. 
Preferred Customers can select the products that will be included in any Backup Order they 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
might receive. If they make no such selection, any Backup Order they receive will include a 
variety of products selected by Melaleuca. 
 
We wish Ms. ******** all the best. If she has any further questions, she may contact 
Melaleuca’s Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective 
the month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 
 
Satisfaction Guarantee 
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused 
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the 
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the 
product (less shipping and handling charges), or (2) upon my written request, replace the product without 
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and 
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to 
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be 
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he 
returned product. Credit on account is available for Melaleuca product purchases. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with melaleuca then the next day I sent them an email telling them to stop/cancel my membership that I can't afford it since I am a single father with 2 kids I never got a response back then yesterday I got a package in the mail with $65 worth of their products so then I called them this morning and told them I did not want them nor did I order them then I explained to them I was never explained the right way how it works I also did not order anything they told me they would send Em a email on how to cancel I then stated that I would be returning their products via return to sender and they told me not to do that I don't feel I am liable for them sending me stuff when I never told them to nor did I want it and since I canceled the very next day after I signed up which was like 1week and a half ago this is very frustrating since I work full time and have 2 kids to tend to plus now on top of it this head ache

Desired Settlement: I would return to sender with no chargers or bill since they would be getting product back but I am not paying for shipping just writing on box return to sender . I did not authorize this package

Consumer Response: I sent an email and I talked to someone on the phone they were suppose to email me info and a paper but never did 

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ****** 
****. Thank you for bringing this to our attention and providing us an opportunity to respond. 
We appreciate the opportunity Mr. **** gave us to do business with him, and extend our 
apologies to him for any inadvertent errors that may have prevented us from being more 
responsive to his inquiries regarding his account. 
 
We understand Mr. ****’s communication to the Better Business Bureau to indicate that he 
would like to be refunded for the last order charged to his account. Because Mr. **** remained a 
Preferred Customer in March 2014, and no minimum product point commitment was placed, an 
Insured Customer Backup Order was processed. However, Melaleuca never received payment 
for this order and an owing balance of $64.66 was posted to Mr. ****’s account. In an effort to 
resolve all concerns for Mr. ****, the owing balance has been removed from his account. 
 
Mr. ****’s account was cancelled on April 21, 2014 and, as such, he should not receive any 
more products or charges. We note that we did not cancel Mr. ****’s account previously because 
we had not received a written cancellation notice from him in accordance with the Terms and 
Conditions of our Customer Membership Agreement. (An excerpt from the Terms and 
Conditions addressing cancellation is appended below for reference). 
 
Mr. **** enrolled with Melaleuca as a Preferred Customer on March 31, 2014. As a Preferred 
Customer, Mr. **** committed to order a certain amount of products from Melaleuca’s catalog 
each month in return for a 30% to 40% discount on all products ordered and eligibility for 
discounted services such as long distance telephone service and health savings programs. By 
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, 
Preferred Customers agree to receive and pay for a Backup Order in any month during which 
they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. 
If they make no such selection, any Backup Order they receive will include a variety of products 
selected by Melaleuca. 
 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
We wish Mr. **** all the best. If he has any further questions, he may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
The Terms and Conditions of the Customer Membership Agreement include the following paragraph: 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective 
the month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received product that I did not want and called the company and was informed that there was a money back guarantee. I sent approximately $100 worth of unopened product to them requesting a refund or credit. Melaleuca was going to credit me approx $6. When I called them they verified my previous phone call and the information that I was told about the money back guarantee. They then told me that most of the products exceeded the 120 day limit. This is new information at this time. I then asked them to return the product to me as it was unopened and new. Melaleuca said they could not "legally" return it and their policy is to destroy it. They then offered me $25 in credit. I declined their offer and cancelled my membership. I feel that they stole my returned product when they refused to refund and refused send it back and claimed to "destroy it".

Desired Settlement: Melaleuca should return the new/unopened product to me. Below is a list of the product that I paid for, they received as a return, and refused to return to me: Pre-spot x 4Sustain Instant Mix x1Herbal Shampoo x 1Body Satin Hand Cream x1Body Satin Body Wash x1 Pain-A-Trait x1Pink Grapefruit Body Bar x1

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *******. 
Thank you for bringing this to our attention and providing us an opportunity to respond. We 
appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies 
to her for any inadvertent errors that may have prevented us from being more responsive to her 
inquiries regarding her account. 
 
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she 
would like the Melaleuca products that she returned resent back to her. Melaleuca’s Satisfaction 
Guarantee policy states that customers can return the unused portion of the product together with 
a copy of the purchase receipt within 60 days of the date of purchase for a credit, exchange or 
refund, excluding shipping and handling (An excerpt from the Terms and Conditions addressing 
refunds is appended below for reference). Because most of the products Ms.******* returned 
were outside the 60 day time period, the product exchange amount was just over $10. In an effort 
to resolve all concerns for Ms. *******, the products that she requested to be returned have been 
mailed to her. 
 
Ms. *******’s account was cancelled on April 15, 2014 and, as such, she should not receive any 
more products or charges. We note that we did not cancel Ms. *******’s account previously 
because we had not received a written cancellation notice from her in accordance with the Terms 
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and 
Conditions addressing cancellation is appended below for reference). 
 
Ms. ******* enrolled with Melaleuca as a Preferred Customer on November 15, 2011. As a 
Preferred Customer, Ms. ******* committed to order a certain amount of products from 
Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and 
eligibility for discounted services such as long distance telephone service and health savings 
programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership 
Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month 
during which they do not order at least the amount of products that they committed to order. 
Preferred Customers can select the products that will be included in any Backup Order they 
might receive. If they make no such selection, any Backup Order they receive will include a 
variety of products selected by Melaleuca. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
 
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
 
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs: 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective 
the month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 
 
Satisfaction Guarantee 
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused 
portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the 
date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the 
product (less shipping and handling charges), or (2) upon my written request, replace the product without 
charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and 
handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to 
purchase the product unless that Method of Payment is unavailable, in which case a refund check will be 
issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he 
returned product. Credit on account is available for Melaleuca product purchases. 

Consumer Response:

Today I received the returned products from Melaleuca.  I have attached the invoice that indicates that the value of the products are $95.  I am not sure why they devalued the products to less than $10  in their e mail to you.  I find Melaleuca to be dishonest and that is not the image that this company portrays in their advertising.  Again, thank you for your intervention and making this right.  
***** ******* 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2014 Problems with Product/Service | Complaint Details Unavailable
4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: WE HAVE FAXED OUR CANCELLATION REQUEST TWICE TO THIS COMPANY OVER THE PAST 6 MONTHS. YET EACH TIME THEY SAY THEY "NEVER RECEIVED IT" AND SENT US PRODUCTS. WE RETURNED THE PRODUCTS, MADE SURE WE HAD NO BACK UP ORDER ON FILE AND IN JANUARY, INSTEAD OF SENDING PRODUCTS WE WOULD SEND BACK THEY STARTED CHARGING OUT CREDIT CARD FOR "CONVIENIENCE CERTIFICATES" THAT ARE NON REFUNDABLE AND CAN ONLY BE USED TO OURCHESE THEIR PRODUCTES...WHICH IN OUR OPIONIO ARE CRAP.

Desired Settlement: REFUND OF THE 3 MONTHS WORTH OF "CONVIENIENCE CERTIFICATES" WE WERE BILLED FOR AND OUR MEMBERSHIP CANCELLED FOR THE FINAL TIME

Business Response:

We recently received a notice from your office regarding a concern expressed by ******** 
*******. Thank you for bringing this to our attention and providing us an opportunity to 
respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend 
our apologies to her for any inadvertent errors that may have prevented us from being more 
responsive to her inquiries regarding her account. 
 
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she 
would like to be refunded for the three charges (convenience certificates) she received. 
Melaleuca’s refund policy for Convenience Certificates states that they are non-refundable and 
can only be redeemed for product. (An excerpt from the Terms and Conditions addressing 
refunds is appended below for reference). In an effort to resolve all concerns for Ms. *******, a 
full refund has been processed to her credit card in the amount of $160.17. 
 
Ms. *******’s account was cancelled on April 9, 2014 and, as such, she should not receive any 
more products or charges. We note that we did not cancel Ms. *******’s account previously 
because we had not received a written cancellation notice from her in accordance with the Terms 
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and 
Conditions addressing cancellation is appended below for reference). 
 
Ms. *******, along with her husband, Mark, enrolled with Melaleuca as Preferred Customers on 
April 2, 2009. As Preferred Customers, Mr. and Ms. ******* committed to order a certain 
amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on 
all products ordered and eligibility for discounted services such as long distance telephone 
service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s 
Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup 
Order in any month during which they do not order at least the amount of products that they 
committed to order. Preferred Customers can select the products that will be included in any 
Backup Order they might receive. If they make no such selection, any Backup Order they receive 
will include a variety of products selected by Melaleuca. 
 
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
The Terms and Conditions of the Customer Membership Agreement include the following 
paragraphs: 
 
Cancellation Rights 
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My 
Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer 
Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the 
month received. Suspension Forms received after the 25th of the month will be effective the following 
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-
6003. 
 
Convenience Certificate Redemption: 
….. I understand that Convenience Certificates may be redeemed for product only, and may not be 
returned for a refund or credit on account, except in certain states. 
 
Refused Orders: 
I understand that if I refuse to accept any products delivered to me in accordance with Melaleuca’s 
Customer Membership Agreement Terms and Conditions, any future Backup Orders Melaleuca sends to 
me will be in the form of a Convenience Certificate. 
 

Consumer Response:

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. 

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/31/2014 Problems with Product/Service | Complaint Details Unavailable
3/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My complaint is simple. There should be an easier way to cancel or get rid of something. On public networking sites all you have to do is click disable. Not so simple with this terrible company Melaleuca. They want you to jump through hoops to simply cancel your membership. Unless you have a few HOURS to get out of your contract IN TIME before the month is over they WILL charge your account. You will be sent your back up order no matter what. To return the items you did not want you then have to pay shipping AGAIN to get it back to them. I paid shipping for the items I did not order to and from my home. I am out that cost. Plus, the time it has taken to do all these things: mailing back items, getting them to send me an email to then print the form I have to sign, then fax. If you have a printer and a fax machine then your experience with Melaleuca might be better. But like I had said. ALL of this should have been as simple as CLICKING disable. Then I would have moved on with my life. Maybe a month or two later returning to the company. BUT NOT NOW. Not with all I had to go through to get RID of this THING. If you have extra money to pretty much gamble or get tied up then I say go for it.

Desired Settlement: I did receive my refund but am out shipping fees. People need to know about their policies. It is not stressed how difficult it is.

Business Response:

We recently received a notice from your office regarding a concern expressed by ****** *****. 
Thank you for bringing this to our attention and providing us an opportunity to respond. We 
appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies 
to her for any inadvertent errors that may have prevented us from being more responsive to her 
inquiries regarding her account. 
 
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she 
feels there should be an easier way to cancel a Melaleuca membership. Melaleuca’s cancellation 
policy states that a Customer can cancel/suspend their Agreement for any reason at any time by 
submitting a completed “Suspend My Membership Form” bearing their original signature, 
printed name, address, and Customer Number. Our records indicate that we received Ms. 
*****’s cancel notice and her account was cancelled on February 24, 2014. As such, she should 
not receive any more product or charges. We note that we did not cancel Ms. *****’s account 
previously because we had not received a written cancellation notice from her in accordance with 
the Terms and Conditions of our Customer Membership Agreement. 
 
Ms. ***** further indicates that she would like to be refunded for the shipping and handling 
charges for the return of her January 2014 order. Melaleuca’s refund policy states that customers 
will be refunded for the full amount of the returned product, including tax but excluding shipping 
and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below 
for reference). However, in an effort to resolve Ms. *****’s concerns, a refund for the shipping 
and handling charge, in the amount of $8.34, has been processed to her credit card. 
 
Ms. ***** enrolled with Melaleuca as a Preferred Customer on October 21, 2013. As a Preferred 
Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog 
each month in return for a 30% to 40% discount on all products ordered and eligibility for 
discounted services such as long distance telephone service and health savings programs. By 
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, 
Preferred Customers agree to receive and pay for a Backup Order in any month during which 
they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
If they make no such selection, any Backup Order they receive will include a variety of products 
selected by Melaleuca. 
 
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 
 
Satisfaction Guarantee 
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the 
unused portion of the product together with a copy of the purchase receipt to Melaleuca within 
60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total 
purchase price of the product (less shipping and handling charges), or (2) upon my written 
request, replace the product without charge, or (3) upon my written request, refund the total 
purchase price of the product (less shipping and handling charges). (Refunds, when requested, 
will be issued to the original Method of Payment used to purchase the product unless that 
Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I 
request otherwise, Melaleuca will credit my account for the purchase price of he returned 
product. Credit on account is available for Melaleuca product purchases. 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Melaleuca has been charging my credit card for merchandise I neither ordered nor received.

Desired Settlement: I would like a refund from this company and to never have contact with them again.

Business Response:

We recently received a notice from your office regarding a concern expressed by ***** ******. 
Thank you for bringing this to our attention and providing us an opportunity to respond. We 
appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies 
to her for any inadvertent errors that may have prevented us from being more responsive to her 
inquiries regarding her account. 
 
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she 
would like to stop Melaleuca charges. Because Ms. ****** was a Preferred Customer in 
November 2013, and no minimum product point order was placed, an Insured Customer Backup 
Order was processed. On February 4, 2014 Melaleuca received payment for the order. However, 
Ms. ****** disputed the charge through her bank, resulting in an owing balance of $53.39 on her 
Melaleuca account. In an effort to resolve all of Ms. ******’s concerns, the owing balance has 
been removed from her account. 
 
Ms. ******’s account was cancelled on March 3, 2014 and, as such, she should not receive any 
more products or charges. We note that we did not cancel Ms. ******’s account previously 
because we had not received a written cancellation notice from her in accordance with the Terms 
and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and 
Conditions addressing cancellation is appended below for reference). 
 
Ms. ****** enrolled with Melaleuca as a Preferred Customer on August 3, 2013. As a Preferred 
Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s 
catalog each month in return for a 30% to 40% discount on all products ordered and eligibility 
for discounted services such as long distance telephone service and health savings programs. By 
accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, 
Preferred Customers agree to receive and pay for a Backup Order in any month during which 
they do not order at least the amount of products that they committed to order. Preferred 
Customers can select the products that will be included in any Backup Order they might receive. 
If they make no such selection, any Backup Order they receive will include a variety of products 
selected by Melaleuca. 
 3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com 
 
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Melaleuca has lost a lot in both quality of product as well as customer service since I started with them over 8 years ago. They now have no problem shipping out products in horrendous condition and then make the customer pay for the shipping (both ways) to return the faulty product. This is what happened to me recently and I spoke with 3-4 customer service reps, none of whom could help me with something which would be an easy fix for most reputable companies.

Desired Settlement: I'd like a refund of the over $20 I paid for shipping as well as a $50 credit to my account for the collossal waste of time of having to speak to over 4 customer service reps on several different days.

Business Response:

We recently received a notice from your office regarding a concern expressed by ****** ****. 
Thank you for bringing this to our attention and providing us an opportunity to respond. We 
appreciate the opportunity Mr. **** gave us to do business with him, and extend our apologies 
to him for any inadvertent errors that may have prevented us from being more responsive to his 
inquiries regarding his account. 
 
We understand Mr. ****’s communication to the Better Business Bureau to indicate that he 
would like to be refunded for the shipping charges for the return of his January order. We also 
note that Mr. **** requests a $50 credit for talking to multiple associates trying to resolve the 
issue of his damaged product. In an effort to resolve all of Mr. ****’s concerns, a full refund for 
the January 2014 order has been processed in the amount of $64.67. Additionally, a $50 credit 
has been added to Mr. ****’s Melaleuca account which he may use for products. 
 
We wish Mr. **** all the best. If he has any further questions, he may contact Melaleuca’s 
Customer Service department at 1-800-282-3000. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development

Consumer Response:

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. 

Regards,

 

****** ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have signed a contract with Melaleuca under false pretenses. After I signed my husband went to a meeting and was asked what products he likes. However he never wanted to be a preferred member. I wasn't there and now was charged to my account $64 for a backup order I never agreed to. The box was checked on the contract which by the way I did not fill out. I only wanted to order products when i wanted to not billed everyone month. It's looking like a scam because the rep gets money out of my billed product's.

Desired Settlement: I would like my refund because I was charged twice for a backup order I never agreed to and also my account to be terminated.

Business Response:

We recently received a notice from your office regarding a concern expressed by ******* 
*******. Thank you for bringing this to our attention and providing us an opportunity to respond. 
We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our 
apologies to her for any inadvertent errors that may have prevented us from being more 
responsive to her inquiries regarding her account. 
 
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she 
would like to be refunded for the two charges processed for the month of February. After doing 
some research we found that Melaleuca received two sets of paperwork from Ms. ******* and 
her husband, ***** ***********. Not knowing they were married, the paperwork was processed 
as two separate accounts. The charges were from the two accounts. In an effort to resolve all 
concerns for Ms. *******, both charges (of $64.66 each) have been refunded back to the original 
method of payment. 
 
Ms. *******’s account was cancelled on March 5, 2014 and, as such, she should not receive any 
more products or charges. Additionally, Mr. ***********’s account was cancelled on March 7, 
2014. We note that we did not cancel their accounts previously because we had not received a 
written cancellation notices from them in accordance with the Terms and Conditions of our 
Customer Membership Agreement. 
 
Sincerely, 
 
 
Wayne Billman 
Director of Customer Care and Business Development 
 

Consumer Response:

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. 

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/3/2014 Problems with Product/Service | Complaint Details Unavailable
2/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I canceled my membership by computer and they still sent what they call a back order of product, which I did not want I then called them and told them I wanted to cancel my membership again and they said they could not do it by phone that I had to send a letter or form stating who I was with member number and address and phone number stating I wanted to cancel and so I did so, now they say they can't cancel because I didn't sign the form. To me this just is a way to make it as hard as possible to cancel your membership.

Desired Settlement: To cancel my membership.

Business Response: We recently received a notice from your office regarding a concern expressed by *** *** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ******* gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. *******’s communication to the Better Business Bureau to indicate that he would like his account to be cancelled. Mr. *******’s account was cancelled on February 19, 2014 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *******’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Mr. ******* enrolled with Melaleuca as a Preferred Customer on November 4, 2011. As a Preferred Customer, Mr. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Mr. ******* all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9927439, and find that this resolution is satisfactory to me. 

Regards,

 

*** *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A woman had gotten in touch with me about a work at home company called melaleuca. She said that i stood out to her and she wanted me to start working for this company. I told her i had think about it for a while i thought it was sketchy to begin with. She told me all the salary amounts that i could make working for them and then proceeded to walk through the website. She told me that for just 1$ which was a promotion they were having during the month of January that's the amount you paid to join the membership. I told her i would join for a 1$. after wards she tells me that i have to spend 35 pts worth of products. I had just lost my job the day after and I told her that i didn't have the money to spend on cleanign products at that time. Today I go onto ********** banking website and checked my account and it seems that they charged my account 65.47 unauthorized. I believe this company is a huge scam and this is their way of making an income. I will never trust at home job positions anymore because of this company. It all seems too good to be true and surely it was .

Desired Settlement: I just wanted to inform BBB about this scam artistry of a business so people don't fall for the same crap that i did. I already discussed this with my bank and their handling it.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she did not authorize a charge for the January 2014 order. In an effort to resolve all concerns for Ms. *******, a full refund has been processed for the January 2014 order, in the amount of $65.26.
Ms. *******’s account was cancelled on February 17, 2014 and, as such, she should not receive any more products or charges.
Ms. ******* enrolled with Melaleuca as a Preferred Customer on January 30, 2014. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
Finally, we note that Ms. ******* referred to Melaleuca as a “scam,” and we assure you that this reference is not accurate. It does appear that Ms. *******’s dissatisfaction may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. However, we do not see any indication that Melaleuca was responsible for any incompleteness in Ms. *******’s understanding. In any event, we wish to assure you and Ms. ******* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s
Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife ordered some products from this company and somehow they decided she should get these delevered every month. They just started billing our card and sending us the product. I sent the "auto order" back and told them not to send any more. The next month they sent the same product and took the money out of my account again. I called them up and said "stop taking money out of my accont and stop sending these product, we do not want them". They said that I could not stop them by calling and I needed to send a cancellation letter.

Desired Settlement: Have them change thier policy and stop sending unwanted procucts and taking money out of anyones account.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ** ******. Thank you for bringing this to our attention and providing us an opportunity to respond.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he would like to be refunded for the December 2013 and January 2014 orders processed to his wife’s account, Ms. ******* ******. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions is addressing refunds is appended below for reference). However, in an effort to resolve all concerns for Mr. ******, a full refund was processed to the credit card on file for the December 2013 and January 2014 orders, in the amount of $120.86.
Ms. ******* ******’s account was cancelled on February 10, 2014 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on July 17, 2013. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Mr. and Mrs. ****** all the best. If they have any further questions, they may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was enrolled into the Melaleuca program December 2, 2013. I signed up with the program with the intentions of continuing my efforts to go green and use healthier products. I ordered my products, which were overpriced, and they were sent to me via UPS. I opened the package and was very disappointed because of the size of each product. The amount of money paid for them was very unreasonable. I used the products just to try them out. They worked just as well as the products that I already purchase. In January, I received an email that a back up order was sent out. An order that I had not requested or made known that would be being sent to me. I have all the emails that have been sent to me since being signed up for the program and none of them state that I would be sent any thing without my knowledge. Based upon the website, a backup order would be products that you have previously ordered. The products I received were nothing that I had ordered previously and were something that I have no use for. I immediately called and spoke to a customer service representative about cancelling my account and having my information taken down. I was very displeased to know that this company does not do account cancellations over the phone or allow you to do them online. I was told to print out a form, sign it, and email it back. This assured me that my account would be deactivated and cancelled. I got my bank statement in the mail and it shows how this company repeatedly, over the course of 6 days, made attempts to charge my credit card without my knowledge. A total of $6.00 worth of overdue charges were made on behalf of Melaleuca. I have called and spoken with 2 other customer service representatives in efforts to resolve this matter. They assured me that my card would not be charged any further. I have mailed back the package. The business practices of this company are very unethical and not very customer friendly. I have called my bank and made them aware of this information as well.

Desired Settlement: The card used is no longer valid. I do not trust the business practices of this company and just would like for my information to be taken off of their website. I don't wish to be a Direct Customer or any customer with this company.

Business Response: We recently received a notice from your office regarding a concern expressed by ******** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. *****’s account was cancelled on February 5, 2014 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on December 2, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. Because Ms. ***** remained a Preferred Customer in January 2014, and no minimum product point order was place, an Insured Customer Backup order was processed. Melaleuca never received payment for this charge and an owing balance of $64.81 was posted on her account. However, in an attempt to resolve all concerns with Ms. *****, the owing balance has been removed.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am concerned about a particular individual named ******** ****, who represents Melaleuca, in the ******, ** area. ******** has represented herself as cut throat, controlling, mentally unstable and has treated people unfairly and unjustly to the degree of having the police called on her and the community either hating her or loving her. Anyone who does not purchase from her are ostracized, ridiculed and persecuted. She bullies people to buy her products and join her team and most in the community fear that if they don't she will remove them from her networking group called ********** *****. Perhaps she is a top former at her company and if that's the case, I am guessing Melaleuca won't discipline her. They certainly can't stop her from treating people as rudely and poorly as she does.

Desired Settlement: I would like this matter resolved by the Company's compliance department discipling her per their rules and regulations. We think she needs to be removed from representing Melaleuca. She gives the Company a bad name.

Business Response: We recently received a notice from your office regarding a concern expressed by Mr. ******* *****. Thank you for bringing this to our attention and providing us an opportunity to respond.
We understand Mr. *****’ communication to the Better Business Bureau to indicate that he wishes to report activities of a certain Independent Marketing Executive that may be unwelcome in nature. Melaleuca always strives to develop and maintain positive, productive relationships with our customers and appreciate the longstanding accreditation awarded us by the Better Business Bureau.
We appreciate Mr. *****’ feedback. We will take the provided information under advisement and take any appropriate actions.
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Billing/Collection Issues | Complaint Details Unavailable
2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I just confirmed that I received the refund for the returned package on Jan 26, 2014. Despite numerous calls requesting this refund, it took you 2 1/2 months to process it. Will it also take you 2 1/2 months to find the fax I sent on November 26th? I made several calls about the returned package and cancellation prior to Nov 26 and I was NEVER told that you would charge me for a certificate because I returned October's package. This is not a convenience for me! Your company dropped the ball on more than one occasion. You failed to acknowledge that the rep who signed me up told me that if I did not place an order the account would automatically cancel. Which is the reason I wasn't expecting a package and refused delivery of October's package. You also failed to explain why you changed the expiration date on my credit card. As I stated before, after I faxed the cancellation letter Nov 26, I changed the expiration date so any attempted charges would be declined. Please provide me with documentation, signed by me, that specifically says if I return a backup order and you lose my cancellation request that you will charge me for a non-refundable convenience certificate. Otherwise, please refund $53.29 for the convenience certificate that you charged me for on Jan 22nd, the day after my account was finally cancelled.

Desired Settlement: I have copied the BBB on this email and will be filling a formal complaint if this is not taken care of. Do the right thing and process my refund for a certificate that I was NEVER told about and did not authorize. You can not force me to buy products that I do not want by charging me for a non-refundable certificate under fraudulent terms.

Business Response: We recently received a notice from your office regarding a concern expressed by ********** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like to be refunded for the charge (convenience certificate) she received. Melaleuca’s refund policy for Convenience Certificates states that it is non-refundable and can only be redeemed for product. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). Because Ms. ****** remained a Preferred Customer in November 2013, and no minimum product point order was placed, an Insured Customer Backup Order was processed. Melaleuca never received payment for the order and an owing balance of $53.39 was posted to Ms. ******’s account. On January 21, 2014 Melaleuca received payment for the November certificate. In an effort to resolve all concerns for Ms. ******, a full refund has been processed to her credit card in the amount of $53.39.
Ms. ******’s account was cancelled on January 21, 2014 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on August 28, 2013. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive.
3910 South Yellowstone Highway * Idaho Falls, Idaho 83402-6003 (208) 522-0700 Melaleuca.com
If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee paragraph below. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states.
Refused Orders:
I understand that if I refuse to accept any products delivered to me in accordance with Melaleuca’s Customer Membership Agreement Terms and Conditions, any future Backup Orders Melaleuca sends to me will be in the form of a Convenience Certificate.

Consumer Response:

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. 

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined Melaleuca Oct. 2013 over the phone. I did not sign anything. I do not have a customer agreement in my possession. I gave them my credit card which had an expiration date of 11/30/13. I placed an order in Oct. and Nov. 2013. I did NOT place an order in December. I had not received a new credit card, plus I did not want to be part of this company that sells inferior products. No way could I refer friends to this company. Prices are high for the small size of each product. Needless to say, I was horrified when a box from Melaleuca arrived in early January 2014. I did not place an order. I did not have a current credit card. How on earth did Melaleuca get away with this unauthorized charge on my card of sixty-five plus dollars? Citibank told me that Melaleuca must have entered a new expiration date and that's how it went through. I emailed an angry letter to Melaleuca telling them that I was canceling membership. They said I must print out a form, sign, and fax it back. The website does not allow for this. At one point after clicking to terminate membership, it says an email will arrive with instructions. It is a continuous loop with no way to get out of this fraudulent scheme of a pyramid business. I want out!! They will continue to send a "default" order when one doesn't place an order. It's really scary! I told them I would contact the BBB and my attorney. I should not be required to sign anything to de-enroll. I never signed to enroll. How can a business force people to keep buying their products?

Desired Settlement: I demand they reverse their unauthorized charge on my master card. I also demand to be cancelled without having to write a letter, or download a cancellation form. Sounds like communism to me. Can't imagine how the BBB gives this fraudulent company a good rating.

Business Response: We recently received a notice from your office regarding a concern expressed by ******** ** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like to be refunded for the last order charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). However, in an effort to resolve Ms. *****’s concerns, a pre-paid label was emailed to the Ms. *****’s email address on file in order for her to return the December 2013 order. Additionally, a full refund for the December 2013 order has been processed to her account in the amount of $65.87.
Ms. *****’s account was cancelled on January 29, 2014 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on October 30, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that
will be included in any Backup Order they might receive. If they make no such selection,
any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ***** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the
following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a
completed Suspend My Membership Form to Melaleuca bearing my original
signature, printed name, address, and Customer Number. Suspension Forms received
by Melaleuca on or before the 25th of the month will be effective the month received.
Suspension Forms received after the 25th of the month will be effective the following
month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho
Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may
return the unused portion of the product together with a copy of the purchase receipt to
Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my
customer account for the total purchase price of the product (less shipping and
handling charges), or (2) upon my written request, replace the product without charge,
or (3) upon my written request, refund the total purchase price of the product (less
shipping and handling charges). (Refunds, when requested, will be issued to the
original Method of Payment used to purchase the product unless that Method of
Payment is unavailable, in which case a refund check will be issued to me.) Unless I
request otherwise, Melaleuca will credit my account for the purchase price of he
returned product. Credit on account is available for Melaleuca product purchases.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: What part of "Please Cancel my membership" does Melaleuca not understand? My wife cancelled her Melaleuca membership and ceased ordering products several months ago. We were not aware and were not made aware of the policy that Melaleuca by default continues membership in a "MyMelaleuca" service and continues to charge $9.95/month. (We were apparently signed up for this service through signing a form filled out by our Melaleuca sponsor. Note that we NEVER used this service. We acknowledge our negligence in not fully reading the form.)So, for the last two years, we've been paying $9.95/mo for a service we never used or wanted. Shame on us.But, for the last three months, after we canceled our membership, Melaleuca has continued to charge the $9.95/mo for this membership "benefit." Shame on Melaleuca!Again, what part of "Please Cancel my membership" does Melaleuca not understand? The customer service call center had the authority to refund the $9.95/mo for only the most recent 30-day period, but no more.

Desired Settlement: I request an immediate refund of the remaining two $9.95/mo charges that occurred since our clear request of cancellation.Further, I request that Melaleuca engages in a good faith effort to inform new members about benefits and costs of various services, and to inform cancelling members of the entirety of their ongoing subscriptions with the opportunity to terminate all of those subscriptions at the time of cancellation.

Business Response: We recently received a notice from your office regarding a concern expressed by **** ** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he would like to be refunded for the last two MyMelaleuca charges that were charged to his account. In an attempt to resolve Mr. ******’s concerns, a full refund of $29.85 has been processed, which constitutes a full refund for the past three months.
Mr. ******’s account was cancelled on October 10, 2013 and, as such, he should not receive any more products or charges.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined the black hole that is Melaleuca in June of 2013, on the premise that I could go green and use healthier products, as well as make a pretty nice amount of money simply for introducing others to the company. I worked my way to director in the first month, and "doubled my bonuses" by purchasing a value pack full of products that in NO way could possibly add up to the total of $200. I received my first check in July, accompanied by a pretty pin and certificate that made me feel special. Well, I had a harder time the next couple months, finding out that people weren't exactly into the idea of signing their soul over to this company in exchange for overpriced products that you're forced to purchase a certain amount of every month. So, I hadn't reached another level, although I had still been steadily building a team, and helping the poor souls that I had sucked into this nightmare spread the virus even further, and for that, I got shafted. If you don't steadily build, you're screwed. After two more unlucky months in Melaleuca-land, I made the conscious decision that I had more than enough sulfate-free shampoo and citric acid based cleaners, and decided to quit. Well, Melaleuca doesn't let you go down without a fight. I have made the same attempt to quit for the past 3 months, sending the same form they ask for to the same e-mail account they provide each time, and somehow, conveniently, those e-mails just disappear every time. Don't worry, they made sure in the meantime that I got my order of useless products to remind me of the cult-like mistake I signed my life to upon joining this go-green disaster. I want my money back. They can have their products, I'll gladly return them. 3 months worth of the same stuff that has been sent to my door, all theirs. More importantly, I WANT OUT! For the love of pie, please release me! I want my e-mails to make it to whatever department does the account cancellations, and nothing more than an e-mail back saying "Goodbye."

Desired Settlement: I want my money back for every order charged and sent to me since I requested to cancel my account 3 months ago. I want them to let me out. I want to have ZERO ties to Melaleuca, and be able to start a month without fearing the arrival of the UPS man and being charged for something I have no desire for.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like to be refunded for the last 3 orders charged to her. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Because Ms. ***** remained a Preferred Customer in November 2013, and no minimum product point order was placed, an Insured Customer Backup Order was processed. After reviewing Ms. *****s’ account, a full refund for the November 2013 order was processed in the amount of $79.86. On January 14, 2014 the December 2013 order was reshipped to Ms. *****, per her request. In an effort to resolve the issue, a pre-paid label was emailed to Ms. ***** to her email address on file which she may use to return her December order. Once the order is received a full refund will be processed to her credit card. If Ms. ***** chooses to return any previous orders, prior to November 2013, she may do so at her own expense.
Ms. *****’s account was cancelled on January 3, 2014 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on June 4, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Problems with Product/Service
1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to cancel my Meleleuca membership and the site seems to be designed to keep people from doing that. Their terms of service in their Customer Membership Agreement reference sections in the terms about cancelling that do not exist, and any messages about cancelling reference forms that are not available on their site. The CMA located at: http://cdnus.melaleuca.com/PDF/BusinessCenter/Reference_Library/Download_PrintCenter/CMA_enUs.pdf)See "Term" section and find there is no "Cancellation Right" section as mentioned, as there seems to be no place on the website the retrieve the "Suspend My Membership Form" (also mentioned on the form in link.) Additionally, I have been trying to retrieve my membership information so that I can get in to their site (behind the user wall) and I am also not getting the emails that the site said that it successfully sent.When I called them, I tried to cancel the orders they automatically send me, they told me had to have the order in there and would not let me remove it. They also told me the only way to cancel is to mail in a form. Requiring forms to be sent in by mail is an antiquated medium and is most likely designed to keep people from cancelling their accounts. I haven't had to use a stamp to mail anything in about ten years. The accept memberships through Fax, one would think that they should be able to cancel that way as well.

Desired Settlement: I want my membership cancelled. I'm not happy with the service and forcing it on me is only causing me to share my discontent with other people.

Business Response: We recently received a notice from your office regarding a concern expressed by *********** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ***** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. *****’s communication to the Better Business Bureau to indicate that he would like his account cancelled. Mr. *****’s account was cancelled on January 16, 2014 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *****’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

Consumer Response:

Better Business Bureau:

The attachment I provided shows that the cancellation rights section is not labeled, but I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2014 Billing/Collection Issues
1/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter signed up as a Melaleuca distributor. They required a credit card so I spoke to the Company authorizing a one time use of my card. Soon after my daughter became extremely ill with a pregnancy, her kidneys failed, she was hospitalized numerous times, had four surgeries in one month and was completely unable to work. Her baby was born early and spent a month in the intensive care unit. She required continual care so I helped care for her and her toddler during her illness and was unable to work at all with my permanent disability. I am on limited income. We also were unsafe in our housing and as a result we were forced out of our rental and ended up homeless two weeks ago.During all of this hardship (which I explained to Melalueca) they continued to ship packages and bill my credit card. My daughter and I both called them. They said I needed to write a letter to stop billing because the card was in my name and I should enclose the letter with their product and pay for return shipment. I did that. They continued to bill me sending shipments of product. They refused to refund returned product for any amount because my name is not on the account. They said the letter was sent to wrong dept. They continued to bill me, accept all returns but will not refund it...so it is sitting as a credit. (I guess.) They claim one of the returns was four days late so they are refusing to give me any refund for that at all. Then I explained that I am homeless, using a post office box and they still threatened to ship a new shipment to an invalid address and bill me even though my daughter and I have both tried to stop this automatic ship.A supervisor hung up on me, totally refusing to hear my frustration. Despite their superior product I am humiliated and upset that I have been treated this poorly, but more shocked that they would continue these unacceptable practices and steal from my account after I have shared our family and financial crisis and only gave permission to bill one time.

Desired Settlement: I would like them to refund my account right away for ALL returned product. I would like a shipping label sent to my post office box to return all of their recent shipments. I would like them to retrain their people and reconsider their ridiculous policies so people actually can access their great products.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ***** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We extend our apologies to Ms. ****** for any inadvertent errors that may have prevented us from being more responsive to her inquiries.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that her credit card was used for Melaleuca purchases under the account of her daughter, ******** *******. Ms. ****** requests a full refund for returned product processed with her credit card. Our records indicate that Ms. *******, Ms. ******’s daughter, returned two orders on December 4, 2013. However, it does not appear that all of the products purchased were returned with the two orders. A refund for the product price and sales tax was processed to Ms. ******’s credit card on December 26, 2013 for $23.85 and December 31, 2013 for $48.03. However, in an effort to resolve all concerns with Ms. ******, an additional refund of $165.00 has been processed to her credit card. Since the refund has been processed, Ms. ******’s credit card has been removed from our system.
Ms. *******’s account was cancelled on December and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following
paragraph:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed
Cancellation Form to Melaleuca bearing my original signature, printed name, address, and
Customer number. Written cancellations received by Melaleuca on or before the 25th of the
month will be effective the month received. Cancellation forms received by Melaleuca after
the 25th of the month will be effective the following month…. Cancellation notices must be
mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2014 Guarantee/Warranty Issues
1/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We signed up in May 2013 because of a 3 month challenge on their vitamins. We are both over 50 so we ordered #412 for people 50+. They advertise in their catalog that this is a 30 day supply and to be a preferred customer you typically order once a month. In less than 3 weeks of trying the vitamins we found that the Calcium supplement that was supplied had 120 tabs in the bottle. The instructions say take 3 a day or if you are over 50 take 5 a day - that's 150 for a month and we ran out. Upon contacting Melaleuca we were told no one else ever complained about that but they shipped us an extra bottle. I was told they would pass this info to management to deal with it. Month after month when we would order the people we spoke to (different every time) did not know about the shortage but did supply an extra bottle. I would ask each time if they have either changed the way they advertise the product or whether they had changed the product packaging to include the extra Calcium. In December we were tired of asking and not getting an answer so we canceled our membership. The whole idea of signing with them is to get others to sign up and get a percentage of your converts. How can we sign any friends up when any of them that are over 50 are going to read the same false claim that a full month's supply is included when you order #412? Seven moths later there is still no answer. This is just pure false advertising.

Desired Settlement: We don't want anything from them. We did get the required amount that we paid for but we are unable to make this a business because of this false advertising issue. We have other minor problems with their product too so we are done with them. I am reporting this simply to get their attention to stop making false claims in their catalog.

Business Response: We recently received a notice from your office regarding a concern expressed by Mr. **** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. and Mrs. ***** gave us to do business with them, and extend our apologies for any inadvertent errors that may have prevented us from being more responsive to his inquiries.
We note Mr. *****’s concerns regarding Melaleuca’s advertising of vitamins, specifically our 90-Day Challenge on our Vitality Pack®, and some confusion surrounding the recommended usage. We appreciate Mr. ***** bringing this to our attention. Our Marketing Department will shortly adjust the language on our website and in our catalogs in order to better clarify the recommended usage of our Vitality Pack®.
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

Consumer Response:

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 if, indeed, they do what they say. Why did they not tell me this 7 months ago and every month after I first brought this mistake to their attention? I might still have been a customer but never again!  

Regards,

 

**** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I would like to make my complaint on the fact of the way that Melaleuca charged my account regarding payment of a Backup Order agreement. The backup order program was placed on the last day of November. The money was not in my account. According to the associate at Melaleuca, there was an attempt made numerous times on my account after December 1 to collect the money. Again the attempts were not successful. I made a deposit into my account on December 9 and on December 10 Melaleuca processed the order. When attempting to pay a bill today (Dec. 10), I was unsuccessful due to Melaleuca processing the order on my account. Upon reading the contract from Melaleuca, I am aware that there may be numerous attempts to obtain the charge, but it also says that the attempt will not be made more than twice. The associate I spoke with today said that an attempt was each day up until the charge processed. This is not in agreement of the contract. I was instructed that once I send the product back, I would receive a refund. That will be done but what am I to do about my bills during the wait. This company is not worth the time and money that is spent. I am truly unsatisfied with the company and the way that the process was handled. It does not show outstanding customer service as projected by the company.

Desired Settlement: I am really not sure on how I want this handled. Upon return receipt of the product, I was informed that I would receive a refund. That is fine, but what am I to do while waiting. I know that process can take up to one week if not longer. I would like to see what Melaleuca has to offer as a resolution to this problem. The outlook that I have on the company at this point is not a positive one and that can be spread by word of mouth.

Business Response: See attached.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he would like to be refunded for the last order charged to his account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in an effort to resolve Mr. ******’s concerns, a full refund has been processed to his credit card in the amount of $64.22.
Mr. ******’s account was cancelled on December 17, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. ******’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Mr. ****** enrolled with Melaleuca as a Preferred Customer on April 30, 2013. As a Preferred Customer, Mr. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit on my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/2/13 an acquaintance urged me to join Melaleuca, a company of which I was only vaguely aware. After an hour or so of her sales pitch I needed to leave because I had another obligation. I said I would like to think about it, do some research and talk to my spouse, but she urged me to sign up right then because she'd "already cleared with the company to get me approved to enroll for just a dollar." Supposedly if I waited, I would miss out on that deal and have to pay $29. Among other things, she said there's 100% money back guarantee, so it was totally "risk free" if I didn't like it. She also said the products were all safe and non-toxic. It all sounded too good to be true, but I saw on the order form that I'd have 3 days to cancel for any reason. I signed up, figuring I'd do my due diligence when I got home. Long story short, that same day I researched the company and I wasn't satisfied that what she'd told me was entirely true. I saw many of the complaints against the company in terms of difficulty canceling, lack of transparency, etc. I quickly realized Melaleuca was not for my family. I also noticed that I was charged $31 to join and not $1, and the products came to $75, which was $12 more than I was quoted for the products, because she didn't tell me about s/h. So, I cancelled via email that very same day (sending in the Melaleauca Suspension Form) as instructed by a Melaleuca customer service rep. I requested that NO product be sent to me. The next day, I gave the kit back to the enroller, and I got an email that the account had been suspended. But then, on 12/4 I got an email that a package was being shipped to me. I was not interested and had cancelled my account, so I sent the package back. Then, I got notification that I now have "credit" in Melaleuca for the returned products, which of course, I can't and don't want to use. And the credit is only for $58.35 since they want to take out s/h for shipping it to me and back, even though I had cancelled my account when they sent it!

Desired Settlement: I was charged $31 without my authorization, I wasn't quoted s/h originally, and I was sent product even after canceling and am told I am responsible for it. It was foolish of me to trust this person's claims, but I cancelled my account well within Minnesota Statute 325G.07 BUYER'S RIGHT TO CANCEL (three days). I am being told I will only get a partial credit. I want both charges, including shipping and handling refunded to ME, not as Melaleuca credit ($31.21 and $75.05 for a total of $106.26).

Business Response: We recently received a notice from your office regarding a concern expressed by ********* *********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ********* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *********’s communication to the Better Business Bureau to indicate that she would like to be refunded in full for the Membership Kit and the November 2013 order. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in an effort to resolve all concerns for Ms. *********, a full refund was processed to her credit card for the Membership Kit and the November 2013 order in the amount of $106.26.
Ms. *********’s account was cancelled on December 3, 2013 and, as such, she should not receive any more products or charges. ( An excerpt from the Terms and Conditions addressing cancellation procedures is appended below for reference.)
We wish Ms. ********* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and although they haven't acknowledged that the error was on their end, at least they have decided to refund the money so I find that this resolution is satisfactory to me. 

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Anxiety over a fraudulent account, yes.This account was created via a fake e-mail *****************************THAT IS NOT ME!!!! But they sent all the product to my apt and they called MY CELL PHONE !!!How is this ok?? they are meant to protect their customers under their laws/rules of customer service/policies on their website, but it is not me.I spoke to 2 people twice before the product arrived and they still sent me a box of crap products and said i have a monthly delivery set up. This is unacceptable!!!! No security, no privacy checks.

Desired Settlement: i want to be off their list, account, anything to do with me, my name and to call and double check before placing a monthly order, a call should be enough to say to someone, " I DID NOT PLACE THIS ORDER, THAT IS NOT MY EMAIL ADDRESS!!!" NOT just having to write a letter. Who has any time to write and fax a letter????

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ******. Thank you for bringing this to our attention and providing us an opportunity to respond.
We wish to thank Ms. ****** for providing us information concerning circumstances surrounding her unauthorized enrollment with Melaleuca. We want to assure her, as well as your office, that this is not the way Melaleuca wishes to conduct business and we feel that this is a very serious issue.
Melaleuca’s Policy Administration department will continue to investigate the situation and appropriate action will be taken against the individual who enrolled Ms. ******. An adjustment has been made to Ms. ******’s account, removing any owing balance. Further, Ms. ******’s account has been cancelled, and as such, she should not receive any more products or charges.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2013 Billing/Collection Issues
12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined Melaleuca in 2003/2004 as a Preferred Customer.The minimum order was $ 68.99 to maintain Preferred Customer Status with an automatic Convenience Certificate. I found that I could not consume as much as they required us to order and after accruing close to $700. in credits. I phoned to have this automatic billing stopped. I was told that if I stopped the billing I would have to close my account and lose the money. At the time a single parent, I was left with two impossible choices, either continue to rack up a balance or walk away from this money. The credits are on my account and I was told today that they amount due to me is $538.91 and I cannot access this amount unless I pay for another Convenience Certificate of $68.99. They state I was a preferred customer at that time so I still owe them $68.99 for product I did not receive. I also cannot receive a monetary refund on the unredeemed certificates I must order product. This cannot be legal in Canada. I was researching MLM law today on another matter and upon review of the regulations with the Competition Bureau in Canada it occurred to me that I should not have to walk away from this money, this should be made right. Please advise. Please also note I have input my previous address so that Melaleuca can locate my account.My new address is **** ********** ******** ********* ** ****** Phone numbers remain the same. Thank you.

Desired Settlement: Full refund of $ 538.91.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like to be refunded for the full amount of unredeemed Convenience Certificates remaining on her Melaleuca account. Melaleuca’s refund policy for Convenience Certificates states that they are non-refundable and can only be redeemed for product. (An excerpt from Melaleuca’s Terms and Conditions addressing Convenience Certificates is appended below for reference.) However, in an effort to resolve Ms. ******’s concerns, a full refund unredeemed certificates posted on her account has been issued, with the exception of the November 2007 certificates which Ms. ****** disputed and she received a refund through her bank for that charge.
Ms. ******’s account was cancelled on December 18, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee paragraph below. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states.

Consumer Response:

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. 

I have contacted ***** at Melaleuca and provided a credit card to apply the refund to.  I look forward to receiving the refund. 

Regards,

 

******* ****** (now ********)

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First of all, I am not one to complain and certainly not take the time to right to the BBB. But, I feel that Melaleuca is not following their own return policy and therefore I am now an extremely upset consumer. I placed an order for the GC Control shakes on one month of my orders. After a couple days they started to make me sick to my stomach. But, I had already placed my next order for another bag. When that order came I decided to return it and cancel my membership. I had read the return policy online and while knowing I would forfeit some money(due to shipping,etc) it was still a better option than keeping my order. I sent it back last week. It was received Friday the 13th and finally processed today the 17th. I saw the amount coming back to me and it was about $15 less than what I expected. So, I looked at the return invoice they processed. 2 items were returned with no refund. I called CS and asked about it. I was placed on hold for 5 minutes only to be told because they were purchased on Black Friday they were nonrefundable. What is that?! He offered me $9.99 in loyalty rewards but since I was canceling my account what good is that? I am writing this because to let future, possible customers know that they are not a honest company at all! I did my research and read the other BBB complaints. I thought maybe they were just unlucky & my experience would be different. My advice is do not do business with this company!

Desired Settlement: I would like the $13.78 that I was not refunded on order number #********. It did not say anywhere on the Black Friday sale or the refund policy that it was non refundable. The $4.26 for the loyalty shopping adjustment should have been refunded as well. That is a total of $18.16 I am owed.

Business Response: We recently received a notice from your office regarding a concern expressed by ********* *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like to be refunded for the items that were returned but were zeroed out due to the fact that these items were already greatly reduced as part of Black Friday specials. The request has been processed to Ms. *******’s credit card in the amount of $15.88 for the product price and tax of the returned items, including the taxes Ms. ******* paid for products purchased with Loyalty Shopping Dollars. Ms. ******* is also requesting to be refunded for $4.26 of the remaining Loyalty Shopping Dollars she did not use prior to her cancellation. Melaleuca’s Loyalty Shopping Dollar program is for Preferred Customers and can only be redeemed for product. When a Preferred Customer cancels their membership they forfeit all Loyalty Shopping Dollars in their account. (An excerpt from the Terms and Conditions address Loyalty Shopping Dollars is appended below for reference.) Because this program can only be redeemed for product, the requested refund of $4.26 will not be processed. In addition to the refund of $15.88, a second refund of $29.04 has also been completed. This refund is for product Ms. ******* returned prior to the BBB complaint.
Ms. *******’s account was cancelled on December 17, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ******* enrolled with Melaleuca as a Preferred Customer on October 16, 2013. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Loyalty Shopping Dollars
New Preferred Customers who do not receive a Backup Order or Select Pack are eligible to participate in the Loyalty Shopping Dollars program. Loyalty Shopping Dollars can only be used towards the purchase of designated Product Point products and cannot be used to purchase specials, Packs, Pantry Packs, discounted items, or sales aids. No Product Points will be given for products purchased in whole or in part with Loyalty Shopping Dollars. For the 5 consecutive months, following the month of enrollment, Loyalty Shopping Dollars must be used in the month for which they are designated or they will be forfeited. At the time of cancellation or discontinuation of their Preferred Customer status, Preferred Customers will forfeit all Loyalty Shopping Dollars in their account. Loyalty Shopping Dollars may only be redeemed after placing a minimum Product Point order for the calendar month and in conjunction with another order. Loyalty Shopping Dollars earned in the current order and cannot be redeemed until the following order. A $1.00 handling fee and all applicable shipping charges will be assessed for all Loyalty Shopping Dollars orders. Loyalty Shopping Dollars cannot be used towards the payment of sales tax and/or shipping and handling charges. Applicable taxes may be assessed. Melaleuca reserves the right to change or discontinue the Loyalty Shopping Dollars program without notice at any time. Credit for returned products purchased with Loyalty Shopping Dollars or as part of an Loyalty Shopping Dollars order will only be given in Loyalty Shopping Dollars for future redemption. After the sixth month as a Preferred Customer you can continue earning Loyalty Shopping Dollars by placing your order by the 15th of the month when ordering via phone, or by the 25th of the month when ordering online.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…….Forms must be mailed to: Melaleuca, Inc. 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

Consumer Response:

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. 

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was suckered into this scam unknowing what the conceqences would be. I thought that this would be a great way to make money as I am a mother of 4 kids, 2 still in diapers. I was trying to get my family and friends to sign up to recieve their products, but none of them wanted to because it requires more personal/identity information than any other online ordering company/service. So in turn I started looking online for more information about this accredited company and found many people with the same complaint. Melaleuca not letting them cancel their memberships and charging their form of payments. So immediatly I "attempted" to cancel. I removed my credit card information from my online account page and thought I would be okay from any charges. Boy, was I wrong. I was shipped out a package, not knowing what it was because I recieved it at night, I signed for it. When I saw who it was from I knew I was going to have a hard time canceling. This was about 60 days ago, give or take. I had already tried canceling over the phone in which the woman that I spoke to said she would put in a "Cancelation request". I called to talk to a Rep. a few days ago because I had recieved an email from them stating my order has shipped and that i have a balance due, to call them and give another form of payment. I did not want the package. I recieved it last night. I had called to tell them that I did not want it. He told me I would have to pay for return shipping and it would cost me well over 50$, that they would credit my account for the product and not shipping or sales tax. He said that there is no record of a phone call requesting to cancel. He said that he would transfer me to "someone who can better serve you regarding your cancelation request". No one could help me. I will not pay for return shipping because I cannot afford to literaly throw money in a hole. I would like both the orders shipped to me refunded to me. I had to change my bank informtion so they would not take anymore money from my kids mouths

Desired Settlement: I would like both orders that was shipped to me refunded. I will not ship back any package. The first order was given to goodwill as I was so discusted from them "robbing me" that I didnt even want to give there product a chance. I am not happy with the circumstances they have placed me in. I was short on rent from that order. In fact I still havent paid my landlord because I collect disability payments and its barely enough to pay my bills. I also woudld like my order canceled.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like to be refunded for the last two charges on her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Because Ms. ****** remained a Preferred Customer in October 2013, and no minimum product point order was placed, an Insured Customer Backup Order was processed. However, Melaleuca never received payment of this order and an owing balance was posted to her account. The owing balance has been removed from Ms. ******’s account and a pre-paid label was emailed to Ms. ****** to her email address on file which she may use to return her October that she indicates that she still has. Ms. ****** is also requesting to be refunded for the August 2013 order. Because she states that she has given her order away to goodwill and cannot return the product, a refund will not be processed for this order.
Ms. ******’s account was cancelled on November 25, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on August 10, 2013. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a
Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges).

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 

 

 

I cannot ship the product back,  because I do not have a printer,  and have no access to a printer to print the the shipping label back.  As far as the first order goes,  I had called to cancel it and they told me it would be over 57 dollars to ship it back.  I kindly reject this offer.  It just will not due.  I encountered over draft fees associatedwith this.  

Business Response: We recently received a follow-up notice from your office regarding an additional concern expressed by ****** ******. Thank you for bringing this to our attention and providing us an opportunity to respond.
We understand Ms. ******’s further communication to your office to indicate that she would like to be refunded for her August 2013 order. Because Ms. ****** did not return the product, and claims she gave it to “goodwill,” Melaleuca is under no obligation to process a refund. We have tried to contact Ms. ****** multiple times concerning the requested refund, but have been unable to make contact, and she has not returned our calls.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cancelling with this company is horrible and I read here I am not the only one. On November 1, 2013 I emailed the company and asked to cancel my account. They replied with a form to be filled in - I completed the form and faxed it back. I never heard from them and I did not pay any attention.On 12/5 I got an e-mail that I placed an order - I was shocked as I was under the impression this was cancelled and I did NOT authorize an order nor did I get an email to say they will place a Back up order or anything otherwise I would have contacted them. I was NEVER told about this at any time. The company now claims I did not cancel and they did not receive the cancelation request and send a "BACK UP" order with products I don't want/need or use - I asked for proof of where I approved this order and apparently its in a contract that they refuse to supply to me. I called on 12/6/13 to advise the company I did not order the products and they shipped it to an address where I would have to take a day off to get the package and ship it back once I am back from vacation in a month. I asked the company to stop the shipment they refused, they refused to reroute the package at their expense even though they admit they send it to the billing address instead of a shipping address.I explained I am on vacation and I won't be able to send it back and I can not guarantee the package will even be there when I get back in January. Their attitude was tough luck - you better find it and ship it back and we might credit you in the next 60 days and minus shipping there and back. They also tried to tell me not to bother filling a dispute with my credit card company it wont work.I did get to cancel the account after I filled out the forms again and faxed it over with a nasty note.

Desired Settlement: Refund me the TOTAL amount of the order - I did not order this nor did I want it

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like to be refunded for the last order charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). Because Ms. ***** was a Preferred Customer in November 2013, and no minimum product point order was placed, an Insured Customer Backup Order was processed. After reviewing Ms. *****’s account, the charge for the November 2013 was disputed by Ms. ***** and she was refunded by her bank, leaving an owing balance of $64.06. In an effort to resolve Ms. *****’s concerns, the owing balance for the November 2013 order has been removed from her account.
Ms. *****’s account was cancelled on December 6, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on May 23, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was "mysteriously" signed up for the company without my knowledge. I did inquire for more information regarding the company and it's products, but I NEVER agreed to anything. Come to find out I was charged $65 for items I DID NOT order. When I called customer service, the woman I spoke with was extremely rude. She refused to help me in anyway and insisted that there was absolutely no way to stop the package from being sent to me. She told me I had to accept it, and pay for shipping to mail it back to them. Then I could be refunded for the price of the product and not for the shipped charges, even though they were charged without my permission. Contrary to what I was told the UPS man was very helpful and told me that I was more than welcome to refuse the package upon delivery and he took it with him when he left. According to the UPS site (tracking number 1ZV837F50347235715) the package was successfully delivered and signed for at 11:06am on 12/10/13. I have contacted Melaleuca several times since then and they are still refusing that the package has arrived to their warehouse. And now they are telling me that I will get the option to have my funds refunded once they "scan" the package but I have to call in and start the refund process which could take another 14 days. That makes this a 3-4 week process to get back money that I didn't authorize them to take out of my account, and thanks to their unauthorized charge I now have to pay my bank overdraft fees! I am really disappointed that it is okay for companies to get away with things like this. As a mother of 3 every penny I have counts...especially this time of year! Them holding my money is putting a damper on my children's christmas! I don't think it is to much to ask to get refunded money that I didn't give them permission to take in the first place! And the fact that I have to lose out on a portion of that money for THEIR shipping costs is ridiculous!

Desired Settlement: I would like the entire amount charged to my account refunded in FULL as soon as possible! I shouldn't have to go through a tedious refund process for items I didn't order in the first place!

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like to be refunded for the order that was charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. In an effort to resolve all of Ms. *******’s concerns, a full refund was processed to her credit card in the amount of $64.51.
Ms. *******’s account was cancelled on December 13, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

Consumer Response:

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. 

I would like to add that this is the first I have heard about a refund, I was told i would recieve notice via email once I refund was processed and I still have yet to recieve anything from this company including my refund but I will give it a few days to show up in my account, even though any refunds I have had in the past post to my account immediately.

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/16/2013 Problems with Product/Service | Complaint Details Unavailable
12/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company has now two months in a row placed 'back up orders' that I did not ever order, nor did I sign up for this company at all. The 'rep' who I had a meeting with placed these orders under my explicit words against it, after informing her that after I looked into the company more that it was not something I was interested in. Not only have I not received my refund for the first 'order', I had to PAY to send the garbage products back! And as of this morning, I see that they have yet again done this, after I made sure that I went through their ridiculous 'system' of canceling any ties I had with their company. I am FURIOUS. They have terrible customer service, terrible products, and sneaky and deceiving 'reps' that represent their company. I hope no one will ever fall for the garbage they sell on wellness, they are not even all natural or organic products as they used to be in the past. They are scam artists that want nothing but to get you for every dime they can, and then turn it around and blame it on the consumer. I want my money back immediately.

Desired Settlement: I want my full refund back, for the original $64.74 they charged me, the UPS fee I had to pay in the amount of $13.74 to return the products they sent me that I did not order (they claimed it was a 'back up order'), and now as of this morning I want the $64.74 that they charged me AGAIN. I want every dime of my money returned (total of $143.22) and to never ever have to deal with this awful company and their terrible customer service again.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *** ********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she would like to be refunded for the last two orders charged to her account and for the shipping charges to return the September 2013 order. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Our records indicate that on October 29, 2013 Melaleuca processed a partial refund of $56.77 for the return of her September order. In an effort to resolve all concerns with Ms. ********, the additional $7.97 for shipping was refunded, as well as $13.74 Ms. ******** claims she was charged to return the package, and $64.74 for the October order. A total of $143.22 has been processed to Ms. ********’s credit card.
Ms. ********’s account was cancelled on November 22, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ********’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on August 30, 2013. As a Preferred Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that
will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges).

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I joined Melaleuca for 6 months. It doesn't work well for a single person, because they are geared towards larger sales, or at least a larger income than I have on disability. I was offered their certificates to meet the monthly sales amount, since I did not buy enough each month. I decided to quit on the 25th of October. I was told then that even though I had a balance of over $80 in credit in the certificates, that it would not be refunded to me. That I had two years in which to use it, by calling customer service. I had learned before this that even though I had paid for certificates, the shipping and handling was not included in the certificates, and I had to pay extra for that. So, my monthly $42+ purchases, which was less than the monthly limit had an additional $6.97 shipping and handling charge each month. So even, if I wished to use the certificates, I would have to pay more money for the S&H charges.But I don't. I want the balance that I paid in, in good faith, refunded. It is my money, not theirs to use until I use it.

Desired Settlement: A check from Melaleuca for the refund amount, and no repercussions on the person who signed me up.Thank you.

Business Response: We recently received a notice from your office regarding a concern expressed by **** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ******* gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. *******’s communication to the Better Business Bureau to indicate that he would like to be refunded for convenience certificates that have not been redeemed for product. Melaleuca’s refund policy for Convenience Certificates states that the certificates are non-refundable and can only be redeemed for product. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) In an effort to resolve all concerns for Mr. *******, a refund of $86.39 has been processed to his credit card for the remaining Convenience Certificates.
Mr. *******’s account was cancelled on October 25, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *******’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Mr. ******* enrolled with Melaleuca as a Preferred Customer on April 3, 2013. As a Preferred Customer, Mr. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Mr. ******* all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificates promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states.

Consumer Response:

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. 

Regards,

 

**** *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was trying to cancel my subscription to melaleuca. When I was able to contact Melaleuca it was the 1st of the month I did a chat. And asked if they would not send out my back up order due to the fact I have not been working and there wasnt any money in the acct. I was told the back up order was already in process and there was nothing they could do. Well I let Melaleuca aware of there not being any money in the account and do not know when there would be any money in the acct. I informed ***** of my situation with helping my relative with an illness and ***** on chat showed no concern. She did offer me a $20 credit to my order and asked it that would help me out. I then informed her it would but the rest would not be there. ***** sent me the info to cancel my account with Melaleuca in which I did have to use a friends computer because you do have to print, sign, scan then hope they received the information. Later I received a call from a gentlemen. He asked me If I would like to keep the back up order or just send it back. I mentioned I liked the product and would try to get the money to keep it. But if I cant send me a lable and I will send it back. He said OK on the credit but they dont do lables for returns. Melaleuca proceeded to tell me the back up order will be sent out and I will receive it in ten days. I was told by ***** it was processed and sent. then informed the $20 credit was for a regular order not for the back up order. ***** called me back and was very rude stating she has the conversation in front of her. well so do I. I informed her I cant pay for that and do what you have to. She hung up the phone with anger in her voice. and I have not recieved a call back. I dont know what the intentions are but I was trying to save this from going to collections but being hung up on and deceived by the gentlemen that called is not professional. The back up order was never in process when I called on the 1st because ***** was willing to cancel it for a regular months order.

Desired Settlement: I would like Melaleuca to send me a label so I can send these Items back to the company free of charge. If they cant do so. Write off the order for me to keep for the time, inconvenience and incompetence of the employee's delt with.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. ******’ communication to the Better Business Bureau to indicate that he would like us to remove the owing balance on his account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax and excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Because Mr. ****** remained a Preferred Customer in October 2013, and no minimum product point order was placed, an Insured Customer Backup Order was processed. However, Melaleuca never received payment of the order, nor did we receive the order back. Therefore an owing balance of $73.94was posted to his account. In an effort to resolve all concerns for Mr. ******, the owing balance has been removed.
Mr. ******’ account was cancelled on November 4, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. ******’ account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Mr. ****** enrolled with Melaleuca as a Preferred Customer on March 5, 2013. As a Preferred Customer, Mr. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that
will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges).

Consumer Response:

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. 

Regards,

 

***** ******

 

 I would like to add more. And Thank the Better Business Bureau for handling my case. I did receive an email from Melaleuca in regards to crediting my account in which I didnt have to pay any out of pocket money. And due to that. To make matters right for self. I sent the Items back to melaleuca in which they had revoked the offer after contact with diane. But results on that part. I received another letter from Melaleuca stating that they received the package and everything is good. Thanks again BBB for coming through with your promise.

Regards

 

***** ******.

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/25/2013 Billing/Collection Issues
11/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was brought into this company in February of this year by a ******* ******. I signed up and everything online. Shortly after he signed me up, he stopped returning my phone calls, texts, and emails. I then expressed an interest in canceling my subscription to this company via telephone about two months later. At the time, my internet connection was off, and I didn't have any place to go to cancel my contract. So I did what I could do: change my card. I figured that they wouldn't be able to obtain authorization for the card with incorrect payment information. Sure enough, they start sending me packages. I didn't sign for any of it, they just dropped it off at my door via UPS. Since I wasn't home, I couldn't just refuse the package either. Fast forward two months later; my bank contacts me telling me that this company has been attempting to charge my card every two minutes for the past two weeks. I called the company several times between now, and when I originally tried to cancel. Before I found out about how they were attempting to charge my card, I tried to resolve it by having them pay for shipping back with the products, and a refund of my money. Since I didn't actually authorize them to charge me, and I entered in incorrect payment authorization information for my card. It's now October, I still have the packages, and they still refuse to work with me. They never once offered to pay for shipping on the three boxes of goods, weighing around 5-10 pounds each. This company is holding down my credit score like an anchor to a boat. I'm tired of them and their malicious ways. They never once tried to resolve this in a fair and reasonable way.

Desired Settlement: I just want them to pay for the shipping on the goods they sent me, and refund the charges against me. I'm tired of this company, and on rip-off report, there are hundreds of other people just like me that they've been targeting. They all have similar complaints against this company, so I clearly cannot be the only one having this issue.

Business Response: We recently received a notice from your office regarding a concern expressed by **** ** ********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ******** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. ********’s communication to the Better Business Bureau to indicate that he would like us to refund for the charges against him and to pay shipping and handling charges to return the products back to Melaleuca. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) After reviewing Mr. ********’s account, our records indicate that he disputed the March 2013 product order, in the amount of $73.91 and the April 2013 and May 2013 MyMelaleuca charges ($9.95 each) and has received a refund through his bank for these charges. In addition, Melaleuca did not receive payment for the July 2013 product order, in the amount of $73.27, nor the June 2013 and July 2013 MyMelaleuca charges of $9.95 each. Therefore, an owing balance was posted to Mr. ********’s account for these charges, totaling $93.17. However, in attempt to resolve Mr. ********’s concerns, the owing balance for the June and July 2013 MyMelaleuca charges were removed from his account. Additionally, a pre-paid label was emailed to Mr. ******** to his email address on file which he may use to return the three product orders he indicates he still has. Once the returned orders have been received we will remove any owing balance from his account. In the meantime, Melaleuca will discontinue any attempts to collect on the unpaid balance.
Mr. ********’s account was cancelled on November 11, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. ********’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Mr. ******** enrolled with Melaleuca as a Preferred Customer on February 9, 2013. As a Preferred Customer, Mr. ******** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order.
Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Mr. ******** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges).

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife, ***** ******* account #********, has been trying to cancel this account with, Melaleuca, Inc., since 07/2013. She and I have been emailing and calling, Melaleuca, Inc., which we keep getting different, answers to how to suspend the account. We sent back two months worth of product; one shipment was on my dime at $16. I am asking for some help in having, Melaleuca, Inc., quit asking us for money we do not owe for product we did not receive or want.

Desired Settlement: I am asking for some help in having, Melaleuca, Inc., quit asking us for money we do not owe for product we did not receive or want.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. and Mrs. ******* gave us to do business with them, and extend our apologies for any inadvertent errors that may have prevented us from being more responsive to their inquiries regarding their account.
We understand Mr. *******’s communication to the Better Business Bureau to indicate that he would like to cancel their account and to stop charges for orders. Because Mr. and Mrs. ******* remained Preferred Customers in September 2013 and no minimum product point order was placed, an order was processed, attempting to charge their account $53.39. However, Melaleuca never received payment for the order and an owing balance was posted to their account. In an effort to resolve all of Mr. *******’s concern, the owing balance has been removed from the account.
Mr. and Mrs. *******’s account was cancelled on October 4, 2013 and, as such, they should not receive any more products or charges. We note that we did not cancel the *******’s account previously because we had not received a written cancellation notice from them in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Mr. and Mrs. ******* enrolled with Melaleuca as Preferred Customers in September 2011. As Preferred Customers, they committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Mr. and Mrs. ******* all the best. If they have further questions, they may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/18/2013 Problems with Product/Service
11/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sales associate process order, after being verbally ask to cancell order. I have contact Melaleuca several times to resolve the issue but was unsuccessful. I had no prior knowledge of the orders until I saw my credit card bill and I immediately address my concern. They have failed to meet my requests and acknowledge that the representative act against my will. Order_Number: multiple (3) Account_Number: acct#********

Desired Settlement: DesiredSettlementID: Refund Refunding back the total amount of charges and interest back to my credit card. And pay for shipping and handle for the 3 boxes of unopened items that was ship to my residence witout my knowledge and after I had ask the company representative to cancel plan.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like to be refunded for three Melaleuca orders charged to her account and have Melaleuca pay to return the items. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). In an effort to resolve Ms. *******’s concerns, a full refund was processed for the August 2013 order in the amount of $64.05. Melaleuca also emailed return labels to Ms. *******’s email address on file. Once the returned product has been received we will gladly issue her a full refund.
Ms. *******’s account was cancelled on September 14, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ******* enrolled with Melaleuca as a Preferred Customer on June 6, 2013, per signed paperwork received. If necessary, we would be happy to provide copies of the executed documents. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I feel Melaleuca is very unethical and takes advantage of customers. Their policies are very unclear and unconventional. You pay $1 to sign up, giving your credit card number and then they require you to buy products worth a certain number of "points". These points are equivalent to $60 - $70 per month. If you do not place an order for the month they automatically send you a "back-up order" which totals $65.86. Which in my case was $52.99 in products. $7.43 in shipping and $5.44 cents in taxes. After the first "back-up order" was sent to me I had a hold placed on my account. I did not expect to receive an additional orders. The next month I received another order and I requested another hold. I did not realize I could just return products. The third moth I received another "back-up order". I was pretty angry at this point and called and I was assured the hold would be placed, I returned this shipment for credit back to my bank account. After over a month I still had not received credit to my bank account. They were holding my money as a credit to Melaluca products. Today I have requested the credit be returned to my bank account. They will only be crediting me $57.76. How they have come up with that amount I have no idea. They are keeping their shipping fees. But the total is less than the products and combined taxes. Minus the credit, I have still paid $140.91 for products I never wanted, and were sent to me as "back-up orders".I feel their practices are very devious, unconventional and take advantage of the consumer.

Desired Settlement: I am still in possession of the $140.91 dollars of products and exorbitant shipping fees. The products I have returned I will hopefully be receiving my refund for in the next few business days (minus shipping fees). I just feel my time and energy has been wasted trying to get these people to stop taking my money, so I have no idea what kind of settlement to ask for as they cannot give me back my time. It will waste more time to ship back items to receive other credits, which I am not willing to

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ***** ****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. **** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ****’s communication to the Better Business Bureau to indicate that she was unsure of a desired resolutions but noted several frustrations she has experienced with her Melaleuca account. Ms. **** remarked that she did not want to spend more time shipping the remaining product she has in her possession. Melaleuca’s refund policy states that customers will be refunded for the full price of returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) In an effort to resolve Ms. ****’s account, two Authorized Return Labels have been mailed to Ms. **** to assist in the return of her remaining product for a full refund. Additionally, we have processed a full refund for the invoice Ms. **** returned September 17, 2013.
Ms. ****’s account was cancelled on September 5, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. **** enrolled with Melaleuca as a Preferred Customer on June, 24, 2013. As a Preferred Customer, Ms. **** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that
will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. **** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2013 Problems with Product/Service
10/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Melaleuca sent me a "backup order" when I had no method of payment on file. I refused it at the post office and it was sent back. They are refusing to allow me to close my account and are conveniently claiming that they have not received the order back and that I owe them just over 91 dollars as a result. I am beyond angry and frustrated with them. I thought that they were a reputable company but this is quite obviously not the case. As a business owner I know that you do not ever send out unwanted orders when their is no method of payment listed. Canceling is nearly impossible due to all the hoops they have you jump through. My family is also trying to quit as a result of my experience and they are getting the run around as well with how to actually cancel. One family member even emailed in the cancellation form and the response was "you need to print and email this form" which was exactly what she had already done.

Desired Settlement: I want the amount "owing" on my account to be zeroed out and my account to be closed. Thank you.

Consumer Response:

Hi, Melaleuca finally resolved the issue and credited me what they had charged on October 24th 2013. Thank you

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have so many complaints the main complaint I have is that for close to a year I wrote multiple letters and phone calls in 2010, asking Melaleuca to remove themselves off of my checking account and they would completely ignore my requests. I had to close my bank account just to have them stop sending me products and being billed. After closing my account 3 days after the account was closed somehow I still was being charged and now am on the chexsystem. I'm so angry this company has been a huge nightmare and now my credit has been affected! DO NOT ALLOW THIS COMPANY TO ATTATCH THEMSELVES TO YOUR BANK ACCOUNT! Product_Or_Service: Personal health care products

Desired Settlement: DesiredSettlementID: Refund I want the company to take accountability for the damages brought to my credit!

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ***** ****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. **** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ****’s communication to the Better Business Bureau to indicate that she would like a refund for money she claims is owed to her. Melaleuca’s refund policy states that customers will be refunded for the full price of returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Our records indicate that an order was processed to Ms. **** in March 2011, when Ms. **** was still a Melaleuca Preferred Customer. Melaleuca never received payment for the order, nor was the order ever returned. Because of the payment issue, an owing balance of $81.93 was posted on Ms. ****’s account. In attempt to resolve Ms. ****’s issues, the owing balance has been cleared in full.
Additionally, we wish to assure Ms. **** that her account was never reported to an outside credit reporting agency nor has a third party been used to attempt collection of this debt. The last communication initiated by Melaleuca on this matter occurred May 2, 2011.
Ms. ****’s account was cancelled on April 13, 2011 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellations is appended below for reference.)
Ms. **** enrolled with Melaleuca as a Preferred Customer on December 23, 2008. As a Preferred Customer, Ms. **** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products
ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. **** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They charged my account for 5 months, caused overdrafts, never sent products, I cancelled via internet, phone AND fax, they never processed cancellation, now they are refusing to refund money paid to them and NO products were received!! This is fraud!!

Desired Settlement: I want them to cancel my membership and refund all money paid to them to my credit card on file with them! I do not want certificates for products that I cannot use because they cause allergic reactions!

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like a full refund for Melaleuca charges to her account after she claims her account was cancelled. Ms. *****’s account was cancelled on October 15, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellations is appended below for reference.) Although Ms. ***** does not indicate when she attempted to cancel, our records indicate that she contacted Melaleuca on July 23, 2013 requesting information on how to cancel. Based on that information, and in an attempt to resolve this issue, Ms. ***** has been refunded in full for invoices processed in the months of August and September 2013, in the amount of $106.78. We also note that the July 2013 order was returned and a refund of $45.56 was also processed to Ms. *****. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.)
Ms. ***** enrolled with Melaleuca as a Preferred Customer on February 13, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I agree with the previous complaint that canceling your membership agreement is a nightmare. I tried to use the link provided on the website and the link that is emailed to people who want to cancel their membership. All of these links did not work. So...the company does not let you easily access the cancellation form and thus does not make it easy to cancel. After chatting twice online with customer service and then having to phone in since the chat reps couldn't help, I had to write a letter that contains all of the relevant information in order to (finally) cancel.

Desired Settlement: I would like to see the company fix the broken link to the cancellation form on their website and in their email correspondence. I have resolved my own cancellation by spending time writing a letter to the company.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau expresses difficulties while attempting to cancel her account with Melaleuca. We recognize that there was a period of time where the link provided on our website was not working properly. We believe the problem has been fixed and appreciate Ms. *****’s candor and feedback on this issue.
Ms. *****’s account was cancelled on October 10, 2013 and, as such, she should not receive any more products or charges.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have tried via email and chat to cancel my account. No one at the company can send me the form I need to fill out in order to cancel my account. All instructions point back to the website to download the form, which is no where to be found. I asked specifically for the form to be emailed to me and the response was "follow the directions on the website" which lead me into an endless loop of getting nowhere and not getting the form. I want my account canceled immediately.

Desired Settlement: I want my account canceled immediately.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ******* gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. *******’s communication to the Better Business Bureau to indicate that he wishes his account cancelled. Mr. *******’s account was cancelled on October 15, 2013 and, as such, he should not receive any more products or charges. We acknowledge there was a period of time when the link provided on our website was not working properly. We believe the problem has been corrected and appreciate Mr. *******’s feedback on this issue.
We wish Mr. ******* all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/17/2013 Billing/Collection Issues | Complaint Details Unavailable
10/17/2013 Billing/Collection Issues | Complaint Details Unavailable
10/8/2013 Advertising/Sales Issues
10/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After trying for a few months the Melaleuca products, I didn't like the idea of getting charge directily from bank account for products I did not order just because according with their policy I need it to buy so many points every month, but againg in order to stop the problem I called in August to cancel my account, and at the moment I was told they were cancelling it, and tha I was going to received an email from them, but I never did,next month September I received another shipment, I called immediately to complain about it, because $65.86 was also deduct it from my bank account, this time I was told that because I never unswer to their email they didn't cancel my account, I explained to them that I never received any emails from them requesting anything from me, I received a lot of emails from them every other day but nothing that I was suppost to send back, they explaine to me that thay were going to cancel it this time and all I need it to do it was to send the shipment back, then I asked them that who was going to be responsible for the the shipping and handling, including the one going back to them, and the lady told me, put it in writing and open the box we just sent you and put the letter inside and we will get your letter at the same time we get the order back. When I went to the post office they told me if you wouldn't open the box you, you wouldn't be responsible for the charges going back to Melaleuca, now Melaleuca is only creding me back $57.76 deducting the s&h and also no credit for the $11.64 I paid to the post office sending back, I realy thing that Melaleuca knows that ones you open the box they are not responsible for the shipping going back, that it's why they adviced me to open it, also they know that they can get you at least for one more shippment if you don't answer to the email they are suppost to send you after you call for a cancelation, that is why they never send it to you. This is a very dishonest way to steal money from your customers, even if i's only few dls.

Desired Settlement: My money back, the difference $8.10 + the shipping back to them, $11.64, total $19.74

Business Response: We recently received a notice from your office regarding a concern expressed by *** ** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like a full refund for the August 2013 order charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Additionally we do note Ms. *****’s request to be reimbursed for the shipping charges she incurred in returning the order. In attempt to resolve Ms. *****’s concerns, we have processed a full refund for the August order as well as the $11.64 in shipping charges as a courtesy, constituting a full refund of $77.50.
Ms. *****’s account was cancelled on September 10, 2013 and, as such, she should not receive any more products or charges.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on February 23, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit on my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law.

Consumer Response:


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, thank you.

Regards,

 

*** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/23/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was offered this service for 1.00 subscription. Upon looking the website that is when i noticed that you have to gain points every month and upon gaining those points the total comes out to more that 60 dollars. I don't use that much worth of house hold items per month. I used the chat service to cancel the service and was given a link to do so thinking that was the end i would hear from this company. Today i received an email that the company is sending me a shipment when i did not order anything and i am going to be billed $64.80. I spoke to customer service to cancel the order and was disclosed that i have to pay for shipping and that i will receive a credit with the company once the items are returned

Desired Settlement: keep your products, i do not wish to pay for shipping and refund my debit card.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like a refund of the first and only order processed on her account. Melaleuca’s refund policy states that customers will be refunded for the full price of returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, we were able to reroute the package back to one of our Returns Centers, and refunded Ms. ***** in full for the order, in the amount of $64.80.
Ms. *****’s account was cancelled on September 3, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on July 20, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellations Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my membership last month and I am still being charged for something I did not order and something I did not want!

Desired Settlement: $110.00

Business Response: We recently received a notice from your office regarding a concern expressed by ********* ********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she desires a full refund for the two most recent orders charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full price of returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) We note that the most recent charge to Ms. ********’s account did not clear, resulting in an owing balance of $53.39. In an effort to resolve Ms. ********’s concerns we have removed the owing balance of $53.39 from her account. We have also processed a refund of $65.25, the amount billed to Ms. ******** for the July 2013 order. Melaleuca mailed a return label to Ms. ******** to assist with the return of the order.
Ms. ********’s account was cancelled on September 4, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ********’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on July 17, 2013. As a Preferred Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that
will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I helped my sister ****** ***** pay for her product from Melaleuca by my debit card as a one time purchase. Melaleuca was instructed not to retain the information on May 28, 2013. On June 23, 2013 I was calling Melaleuca and following up by email my debit card was used unauthorized and product had been shipped from an account that was supposed to be on hold. Again in July after being notified, they used the debit card for an unauthorized transaction and shipped product again for an account that had been placed on a no ship hold for six months. On August 5, 2013, I disputed the debit card charges at my bank. As of today they have yet to resolve with Melaleuca because Melaleuca now feels that I should pay to ship their product back that they never should have shipped to an account placed on hold for which they used my debit card that I didn't authorize them to use NOT ONCE BUT TWICE!!! What can you do to make companies follow the rules. I have no contract with them they are in essence stealing money as they please from my account.

Desired Settlement: I want the full amount of $58.81 times two for a total of $117.62 refunded to my bank account immediately!! These are two transactions that were never authorized to be withdrawn from my account. I want a written apology from Melaleuca on their letterhead which also states they deducted from my account without permission and unauthorized on their behalf.

Business Response: We recently received a notice from your office regarding a concern expressed by ** *** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We extend our apologies to Ms. ****** for any inadvertent errors that may have prevented us from being more responsive to her inquiries.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she desires a full refund of $117.62 for orders charged to her credit card, but processed under sister’s Melaleuca account. In an effort to resolve Ms. ******’s concerns, we have processed the requested refund of $117.62. We further note that Ms. ******’s credit card information has been removed completely from our system. Our records indicate that Ms. ******’s credit card was added by her sister, ****** *****, on May 28, 2013, with no stated request for it to be a temporary payment method.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/13/2013 Problems with Product/Service | Complaint Details Unavailable
9/12/2013 Problems with Product/Service | Complaint Details Unavailable
9/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A repersentive of this company had posted a vague recruiting message on Facebook. I replied to find out more about this "work from home oppertunity that's is not a scam." She responded telling me to call in for a live presentation. I had some questions to ask her about what this business was about and she was less then forth coming. I don't know if this is a strategy in their recruitment. When I told her that I wasent interested because it sound like a pyriamd scheme set up, she got very rude and belittleing. According to her, I must not want to spend time with my child because I don't want to take this "work at home oppertunity." She promptly blocked me on Facebook. Her name is ***** ****** of ******* (based on her Facebook info).

Desired Settlement: Be more upfront about your scam and teach your people how to be nice.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ********. Thank you for bringing this to our attention and providing us an opportunity to respond.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she wishes to report activities of a certain Independent Marketing Executive that may have been misleading or unwelcome in nature. Melaleuca always strives to develop and maintain positive, productive relationships with our customers and appreciate the longstanding accreditation awarded us by the Better Business Bureau.
We extend our apologies to Ms. ******** for any miscommunication between her and one of our Independent Marketing Executives. We appreciate Ms. ********’s feedback, and will take the provided information under advisement and take any appropriate actions.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It was not miscommunication. She was rude and boarder line harassing. Please  a accknoledge that. Your independent consultants are so hungry to make a sale or increase their team, that customer service and transparency of what they are selling and recruiting goes out the window. That makes your company look terrible. I want to know that this specific consultant of yours see some repercussion. How dare she question my loyality to my family because I wouldn't follow blindly! 

Regards,

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

 

 

Business Response: Ms. ******** is not a customer and the feedback she provided was given to our Policy Administration department.  They will take appropriate action, as deemed necessary, with ***** ******. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought their products earlier this year, did not like it and returned during the one month trial. Still waiting to be reimbursed. I called few times and they promised to refund me, but I still waiting. The last letter I received from them was from june 20th offering a balance to buy their products. Custumer number ********Thanks **** *****

Desired Settlement: $76.00

Business Response: We recently received a notice from your office regarding a concern expressed by **** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she desires a full refund of $134.94 for her order she placed on February 13, 2013. Melaleuca’s refund policy states that customers will be refunded for the full price of returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) We do note the return of eleven out of eighteen products from Ms. *****’s February order and the due refund for those products to her credit card of $55.62 on June 24, 2013. The $10 notification fee removed from the credit on account on June 19, 2013 has been refunded directly to Ms. *****’s credit card on file. Finally, we have removed Ms. *****’s credit card information from our system.
If Ms. ***** desires further refunds we would invite her to return the remainder of her order, a courtesy Authorized Return Shipping label will be provided her, if she so desires.
Ms. *****’s account was cancelled on March 25, 2013 and, as such, she should not receive any more products or charges.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit on my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law.

Consumer Response:

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. 

Regards,

 

**** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/29/2013 Advertising/Sales Issues | Complaint Details Unavailable
8/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I discontinued my membership to Melaleuca in July 2013. After canceling my membership and receiving confirmation from the company that my membership was canceled, I received, what the company calls a "back-order" shipment and a charge of $64 and change. It took a couple of times to reach the company in order to resolve the issue and finally confirmed that there was an error on the companies part and that my membership was now definitely canceled, I would not be charged for the product as long as I returned the products, which they did give me a UPS package slip to keep from paying postage. I returned the package via UPS as instructed and received confirmation that the package was delivered on 8/14/13. However, upon reviewing my credit card statement, I noticed a charge from Melaleuca for the products erroneously sent to me. I called the company and was told that they would reimburse my credit card account minus the shipping charge. The worse part of it is that they charged my credit card on 8/16/13 after the products were received by Melaleuca Returns location. This leads me to think that they were determined to charge some type of fee to my account since I discontinued my membership. I believe that this is probably how they treat customers who choose to discontinue their membership and I find this to be a poor ethically.Thank you.

Desired Settlement: Besides making this information availabe to the BBB, I would also like this to go to the company and to receive a response from them regarding this matter; possibly refund for the shipping to my credit card.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she desires a full refund for the most recent order charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full price of returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Our records indicate that Ms. *******’s returned order was received in our warehouse on August 15, 2013 and a refund of $56.43 was processed to Ms. *******’s credit card on file at that time. In attempt to resolve all concerns with Ms. *******, we have refunded her the additional $7.92 shipping and handling charges, for a full refund of $64.35.
Ms. *******’s account was cancelled on August 6, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ******* enrolled with Melaleuca as a Preferred Customer on June 20, 2013. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

Consumer Response:

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.  I would like to point out that I provided confirmation from the business (in my original dispute) indicating that they did indeed receive my original request to cancel my membership on July 10, 2013.  I have reviewed my credit card account and I was reimbursed for the product.  I have yet to receive the reimbursement for the shipping charge.

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint deals with unauthorized funds that were taken out of my checking account by this business. This business - Melaleuca - continued to withdraw money from my account after it had been closed. Once they were asked about this, I was told that it could not be refunded to me becuase they were holding it in the event that I would purchase more products from them in the future. So basically, they took over $200.00 from me and are holding it somewhere. Very poor customer service, very poor business.

Desired Settlement: I would like for my $200.00 to be refunded to me.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she requested a full refund for the convenience certificates she acquired after she had believed her account was cancelled. Melaleuca’s refund policy on convenience certificates states that convenience certificates are non-refundable. (An excerpt from the Terms and Conditions addressing convenience certificates is appended below for reference.) However, in an effort to resolve this issue, we have processed a refund of Ms. ******’s four non-redeemed certificates in the amount of $213.58. Additionally, we have refunded Ms. ****** $49.20 that remained on her account from a previous return pm April 4, 2013.
Ms. ******’s account was cancelled on August 15, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on March 31, 2011. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee paragraph. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: they keep charging me after canceling my superscription

Desired Settlement: I need a refund and to get paid for the time that I wasted to solve this matter.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he desires a refund for the most recent charge processed after his account was cancelled. In attempt to resolve Mr. ******’s concern a refund of $1 has been processed to his method of payment on file. Mr. ******’s method of payment will be removed from his account once the refund has completed. We consider this account resolved.
Mr. ******’s account was cancelled on June 19, 2013 and, as such, he should not receive any more products or charges.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is a refund issue when you decide you don't want to do business any longer. I didn't like the fact that you had to buy something every month from the company, especially if you didn't have the money. If you didn't choose your own choices and order, they do it for you and it's at a substantial cost. Well, the first time I went through this with them, they took out $60+ out of my account. That's when I called the customer service and cancelled my account, along with getting info about how to return the products. What a bunch of stuff you had to go through just to return the product. Somewhere during the conversation(lots of cutting up during the talk)he stated that I had to sent a letter of cancellation. I remember it vividly. I didn't do that, and consequentially, they sent out another package. Took out $60+ out of my account again, but this time I didn't have the funds for them to do that, and now that has left me with no money to spare. I have no money in there to pay my car insurance that will be coming up on the 8/10. The supervisor I spoke with said he couldn't refund me until THEY received the package back from me. I haven't received that package yet as I write this on(8/5). Plus, I have to pay $7.35 to send it back, plus I am not refunded the full cost from them because they don't. Usually, a company will send you, via email, a return postage that you print off, and put on your package and send it back free of charge. Not MELALEUCA. They charge you for that. Now they have changed things a bit. Now you go online to cancel. Due to a lot of complaints, I'm sure. I suspect that the way they were doing it was a bother to the consumer that didn't have time to do all that. So, the consumer doesn't send the letter and they go on charging them until they do it right, so it's money they continue to get. But, you still are getting penalized for the cost to return the package and your not getting back the full amount you were charged to begin with.

Desired Settlement: The full amount I was charged($64.50), plus what I have to pay to ship it back($11.25, post office) to them. What is terrible about it is, I pay more to ship it back then they have to pay for everything, including taxes. Their charge is $7.93, that they won't refund me back out of their $64.50 charge to me because they don't want to pay the taxes and postage. Plus, I want this for BBB information too.

Business Response: We recently received a notice from your office regarding a concern expressed by **** * ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand ******’s communication to the Better Business Bureau to indicate that she would like us to refund her the full amount of her July order, $64.50, plus be compensated for shipping charges to return the order. Melaleuca’s refund policy states that customers will be refunded for the full price of returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) In attempt to resolve all concerns with Ms. ******, we have initiated a return request with the shipper and have processed full refund of $64.50 to her account. Ms. ****** will not need to return the order as it will be intercepted and returned prior to delivery.
Ms. ******’s account was cancelled on August 5, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on June 19, 2013. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that
will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: So after hours of my friend talking about the awesome products Melaleuca offered he explained that signing up would only be a dollar and you would get access to this awesome site where you can order all natural things. Now to browse the site you need to be a member so since it was a dollar I signed up with the intent that if I didn't want It I could cancel anytime or so my friend said. Upon browsing around I found that I wouldn't need anything from them rite now because I have a pretty good accumulated stock of everyday items already and being only one person I don't go threw products fast, so this wasn't for me.I decided to go onto the website and cancel my account this is where the trouble begins, the website it is very vague about how to cancel your account and no matter how hard I tried as far as I got was a mail/fax form to cancel that must be sent in. So Instead I called for another option this took about 15-20 mins to get someone on the line. I explained that I wasn't interested in the products and would like to cancel my membership. The gentleman sent me a link in my email which is where I filled everything out and it apparently was going to help cancel my account. Now after completing the form nothing look liked it changed on the members website so I called back and explained everything to another person which assured me that It would cancel and that I wouldn't be charged and that it just takes time to update. I am now in my next month where I have had the company call me and trying to get money from me because the membership didn't cancel and they are trying to charge my card which isnt on file to do so. So now I'm being harassed so they can have a payment to charge me for things I do not want and canceled prior to being attempted to be charged for in the first place . Im Currently still going threw this with the company and refuse to give them payment methods for products I do not want and have not received. This company is a scam its best to just stay away.

Desired Settlement: Stop calling me, Cancel the account like intended before, Stop asking for payment methods to attempt a charge that I do not want. And leave me alone forever

Business Response: We recently received a notice from your office regarding a concern expressed by ******** ***** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ***** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. *****’s communication to the Better Business Bureau to indicate that he would like Melaleuca to stop contacting him regarding an owing balance on his account and to cease collection efforts. Our records indicate that because Mr. ***** was a Preferred Customer in July 2013 and a minimum product point order was not placed, a backup order was processed attempting to charge his account $53.39. However, we were unable to collect payment for the order. In attempt to resolve Mr. *****’s concerns, we have cleared the owing balance and no further collection attempts will be made on this debt.
Mr. ***** enrolled with Melaleuca as a Preferred Customer on July 4, 2013. As a Preferred Customer, Mr. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
Mr. *****’s account was cancelled on August 2, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *****’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Finally, we note that Mr. ***** referred to Melaleuca as a “scam,” and we assure you that this reference is not accurate. It does appear that Mr. *****’s dissatisfaction may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. However, we do not see any indication that Melaleuca was responsible for any incompleteness in Mr. *****’s understanding. In any event, we wish to assure you and Mr. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month….Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They say if you are not satisfied with your order, they will provide a FULL refund. When asked for a refund, they informed me that I am out the money for shipping and handling of the order but will be refunded for the product and tax. Full refund would be on everything to include the shipping and handling on a pre-selected order that I didn't select nor was informed how to do it. I think it's wrong to advertise that someone will get a full refund and then when they ask for it, tell them that they are out the shipping and handling when the person is expecting a full refund. I would like to see this fixed immediately as S&H should fall under a FULL refund.

Desired Settlement: I am getting a refund for the product and taxes but I would also like to see the S&H refunded to me as well since I was told that I could return it for a full refund, not a partial refund.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she would like a full refund for her July order in the amount of $64.65. Melaleuca’s refund policy states that customers will be refunded for the full price of returned product, including tax, but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) We do not note the return of the order. However, in attempt to resolve all concerns with Ms. ********, we have emailed her a prepaid return label which she may use this label to return the order at her convenience. As a courtesy we have processed a full refund of $64.65 to her account with the expectation of the order being returned within 60 days.
Ms. ********’s account was cancelled on August 5, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ********’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ******** enrolled with Melaleuca as a Preferred Customer on July 20, 2013. As a Preferred Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that
will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/16/2013 Billing/Collection Issues
8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I need to returned my memberships kits that I got and never sold them and they are saying that I can't because is over 120 days. Well is not my fall that there product is to expensive I just want my money back I have 10 of them

Desired Settlement: I would like my money back plus the shipping cost for me to send back

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she desires a full refund for ten Membership Kits she purchased on February 5, 2013 from Melaleuca for resale, for the amount totaling $308.41. Melaleuca’s refund policy states that customers will be refunded for the full amount of returned Membership Kits, including tax but excluding shipping and handling, if returned within 120 days from the date of purchase. (An excerpt from the Terms and Conditions addressing Membership Kit Refunds is appended below for reference.) However, in attempt to resolve Ms. ******’s concerns, a pre-paid label was sent to her email address, ********************* on July 31, 2013, which she may use to return the ten Membership Kits. Once the ten Membership Kits are received, a refund will be issued to her credit card for half of the value of the Membership Kits, $154.21. The remaining balance of $153.21 will then be placed on her Melaleuca account as a courtesy. This credit can be used to purchase Melaleuca products at Ms. ******’s convenience.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Membership Kit Refund
When a Marketing Executive applicant enrolls and purchases a Membership Kit, the Membership Kit number will be registered at Melaleuca in the applicant’s name. If a Marketing Executive applicant cancels his/her Independent Marketing Executive Agreement and returns his/her purchases Membership Kit to Melaleuca within 120 days after the Marketing Executive applicant’s date of enrollment, Melaleuca will give such Marketing Executive applicant a full refund for the cost of the Membership Kit. A refund will only be sent to the Marketing Executive applicant in whose name the Membership Kit number is registered. This policy will apply whether the Marketing Executive applicant purchases the Membership Kit directly from Melaleuca or from his/her Enroller. A Marketing Executive who purchases Membership Kits for resale to Marketing Executive applicants may return unsold kits to Melaleuca for a refund only if the Marketing Executive cancels his/her Independent Marketing Executive Agreement and returns the Membership Kits within 120 days after their date of purchase. Marketing Executives who purchase Membership Kits for resale may resell such kits for up to one year from their date of purchase from Melaleuca. Melaleuca encourages Marketing Executives to keep such Membership Kits updated until they are sold. A Membership Kit may only be sold once. Melaleuca updates and revises Membership Kits from time to time. Marketing Executives are encouraged to keep their Membership Kits current by purchasing update packets or new Membership Kits as they become available. Outdated or old Membership Kits may not be exchanged for current Membership Kits.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2013 Problems with Product/Service
8/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company specifically stated that I had 72 hours to decide on this program, but debited my bank account in 48 hours for an undisclosed amount prior to the 72 hour term. I contacted the company to cancel this account (as well as unsubscribing online---when asked for an immediate refund due to them not upholding the 72 hour period, was told they could not credit my account in the same way that it was debited. Because of that situation, my budgeting for the weekend was off. Would like to file a claim for misrepresentation of fact and time limits from this company.

Desired Settlement: Would prefer additional damages amount of $100 to cover for the expenses of overdraft charges that will be occurring on my banking account due to their error.

Business Response: We recently received a notice from your office regarding a concern expressed by **** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he wishes to voice an apparent misunderstanding regarding Melaleuca’s policies. Mr. ****** enrolled with Melaleuca as a Preferred Customer on July 31, 2013. As a Preferred Customer, Mr. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
Mr. ****** indicates that he was informed that Melaleuca allowed customers 72 hours “to decide on this program.” Melaleuca’s Customer Membership Agreement states that the Preferred Customer Membership can be cancelled “for any reason within three business days from the date hereof by submitting a Suspend My Membership Form to Melaleuca bearing the date, my printed name, and my original signature.” Forms must be mailed to Melaleuca, Inc., 3910 S. Yellowstone Hwy, Idaho Falls, ID 83402-6003. Because Mr. ****** enrolled as a Preferred Customer on July 31, 2013 and no minimum product point order was placed by Mr. ******, an Insured Customer Backup Order was processed, charging him $64.65. In an effort to resolve this matter, a full refund of $64.65 has been processed back to Mr. ******’s credit card. As a courtesy, we have also refunded Mr. ****** $1.07 for the membership kit.
Mr. ****** indicates that he will also incur overdraft charges due to the Melaleuca charge. We invite Mr. ****** to forward an itemized bank statement reflecting any overdraft fees
he may incur and we will be happy to review the statement for any additional refunds, if warranted.
Mr. ******’s account was cancelled on August 2, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. ******’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

Consumer Response:

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.  One point that was false---I DID submit written cancellation via their website prior to calling them to cancel.

Regards,

 

**** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned a few products from this company and they had emailed that they sent me a refund back to my credit card and I never received my refund. I have tried contacting them several times, but they have refused to give me the refund that I am owed based on the products I returned.

Desired Settlement: I would like my refund for $43.85 returned to my credit card, because that is what I am owed.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ***. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. *** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ***’s communication to the Better Business Bureau to indicate that she desires a refund of $43.85 for certain products returned to Melaleuca. We do note the return of certain products with a value of $43.85 on February 12, 2013. However, an owing balance of $65.86 existed on the account for an order processed on January 31, 2013, which Melaleuca never received payment for and the order was never returned. The credit resulting from Ms. ***’s return was applied towards the owing balance, leaving a remaining owing balance of $22.01. In attempt to resolve Ms. ***’s issue we have zeroed out this outstanding balance and consider the account resolved. (An excerpt from the Terms and Conditions addressing Melaleuca’s Satisfaction Guarantee is appended below for reference).
Ms. ***’s account was cancelled on February 2, 2013 and, as such, she should not receive any more products or charges.
Ms. *** enrolled with Melaleuca as a Preferred Customer on October 1, 2012. As a Preferred Customer, Ms. *** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. *** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit on my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ***

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They falsely advertising that they have job opening. I had ***** ********* emailing me this:Dear ******, Thank you for your response and submitting your resume for consideration for the above position we have advertised. After a brief review of your resume, we feel you may be a match for our team. We appreciate your initial interest. We are currently scheduling preliminary interviews and businessbriefings with potential candidates to fill our full-time andpart-time positions. The session will be conducted live in our virtualoffice and by appointment only. You will need a computer, high speedInternet, and telephone access.We have openings for our online briefings on: Thursday, July 18th at 1:00PM EST and 4:00PM EST Friday, July 19th at 1:00PM EST and 4:00PM EST If your schedule does not permit you to attend, please reply to thisemail with a request to be considered for future dates and times. Weshould have more openings next week.We look forward to hearing back from you right away to confirm your appointment.Sincerely, ***** ********* ******** *********** *****Office: ********They are not telling you any other information at all and there was about 25 people on the interview. And to the end of it all then the say it will cost so much a year and then so much a month to do this job and then they tell you what the company is.

Desired Settlement: I would like to find out why they are doing this?

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *********. Thank you for bringing this to our attention and providing us an opportunity to respond.
We understand Ms. *********’s communication to the Better Business Bureau to indicate that she wishes to report activities of a certain Independent Marketing Executive that may have been misleading in nature.
We wish to assure Ms. ********* of Melaleuca’s commitment to one of our guiding tenants, that of, “Enhancing the Lives of Those We Touch by Helping People Reach Their Goals!” We extend our apologies to Ms. ********* for any miscommunication between her and one of our Independent Marketing Executives. We will take the provided information under advisement and take any appropriate actions.
We wish Ms. ********* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with a lady named *** on June 4, 2013. He told me that the signed up was for $1.00, which $1.08 was taken from my account. She also claimed that I would receive a Welcome Package a few weeks later. I never received the Welcome Package. He it is on July 10, 2013, and I noticed that my bank account has been deducted $64.65. I did not authorize this, or had I received a package yet. So I called and talked to a ******* on July 10, 2013 and she informed me that I signed up for this to happen, and that it was stated in my Welcome Package (that I did not receive). I printed and faxed the "Suspend Preferred Customer Benefits Form" on July 11, 2013. I also received a package via United Postal Service on July 11, 2013 which I refused and it was sent back to Melaleuca. I have since talked to several different people with the customer service department, and my money has yet to be returned to my account. I called on July 18th and the 22nd, and my money has yet to be returned to my banking account. I attempted to track the package, and the tracking number that they have does not exist. I am not happy with this company, nor will I ever work for them or recommend anyone to work for them.

Desired Settlement: I would like all of my money refunded. I will not press this issue any further as long as my money is returned to me. The amounts are as follows: $64.65 and $1.08.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ***** ****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. **** gave us to do business with him, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ****’s communication to the Better Business Bureau to indicate that she would like a refund of all orders charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) According to our records, Ms. **** refused the June order at the time of delivery. In attempt to resolve Ms. ****’s concerns, we have processed a full refund for the June order as well the membership kit, constituting a full refund of $65.73.
Ms. ****’s account was cancelled on July 11, 2013 and, as such, she should not receive any more products or charges.
Ms. **** enrolled with Melaleuca as a Preferred Customer on June 4, 2013. As a Preferred Customer, Ms. **** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Ms. **** indicates she was not told about the Backup Order. Melaleuca strives to insure that ever Preferred Customer has a full understanding of the Preferred Customer program when the paperwork is executed.
We wish Ms. **** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It is difficult to cancel your membership, their online cancelation form does not work, they will not allow you to cancel by phone even if you talk to a manager! First attempt to cancel was 3/28/13 and now we are in July. Pain in the ***!

Desired Settlement: I want our membership canceled. I am finally sending in a letter.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ***** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
Mr. *****’s account was cancelled on July 19, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *****’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Mr. ***** enrolled with Melaleuca as a Preferred Customer on July 12, 2012. As a Preferred Customer, Mr. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
If Mr. ***** has Melaleuca product he wishes to return, we would be happy to refund him for the value of product, including tax, excluding shipping and handling charges. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.)
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged illegally on my account. They know that and are not reversing the charge at no time did a give permission for the account to be charged.

Desired Settlement: My money back

Business Response: We recently received a notice from your office regarding a concern expressed by **** ****** ***. Thank you for bringing this to our attention and providing us an opportunity to respond. We extend our apologies to Mr. *** for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. ***’s communication to the Better Business Bureau to indicate that he would like to receive a full refund for Melaleuca charge on his credit card. After reviewing our phone logs, it appears that Mr. ***’s credit card was added by his ex-wife to their Melaleuca account, and a June 2013 order in the amount of $65.98 was charged to that card. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in an attempt to resolve this issue, a full refund of $65.98 has been processed back to Mr. ***’s card.
The account was cancelled on July 24, 2013 and, as such, there should not be any more products or charges. We note that we did not cancel the account previously because we had not received a written cancellation notice in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. *** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had an account with Melaleuca, Inc. that I wanted "temporally" suspended as I was going on vacation. On June 19th, as I was on the plane, I went into their website to suspend my account. I figured, I'd order my items once I got back, but once I did get back I checked my bank acct and noticed I was short on money. I then found out they went ahead and placed my "favorites" order regardless of my account being suspended. I then called them to try and stop the order, but they said I would have to send it back. I faxed a cancellation form sometime in July (5th?). Then once I received the order, my daughter accidentally opened the box (not the items). Now, today, I tried sending the order back, but UPS wants me to pay for shipping. I called Melaleuca, Inc. to see if they can pick-up the shipping charges, but to my surprise they won't! I feel this company is a gimmick! I understand you have to order up to a certain amount of points, but when you can't place the order due to "life", they will automatically send it regardless if you put the account on hold. I feel they should pick up the shipping cost as a courtesy for this whole mess, but they can't even do that. I even mentioned I would reconsider activating my account, but I guess Customers don't matter to them.

Desired Settlement: If I pay for shipping, they should send a refund for the that.

Business Response:

We recently received a notice from your office regarding a concern expressed by ******* *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like a refund for her most recent order and a refund for shipping if the package is returned. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in an attempt to resolve Ms. *****’s concerns, a pre-paid label was emailed to Ms. ***** to her email address on our file, rafaelalpz@yahoo.com, which she may use to return her order. Once the returned order is received, a full refund will be issued to her credit card.
Ms. *****’s account was cancelled on July 5, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on March 18, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I tried to suspend my account on the 26th of June with Melaleuca because I did not have the money to purchase products.I was unaware that they require you to cancel on the 25th and I was one day late faxing in my suspension form so they refused to suspend my account.They never even processed my suspension until July 2. I called them and emailed several times to inform them that the credit card associated with my account would be declined if they sent me an order yet they refused to listen and shipped a backup order to me anyway despite my credit card being declined and now say I have a negative balance on my Melaleuca account.When the shipment was delivered to me I refused it and was told by the UPS delivery guy that there is no charge to refuse the shipment and it would be shipped back to Melaleuca free of charge and I can track it with the same tracking number Meleleuca provided me.I tracked the shipment and see that it was deliverd back to Melaleuca on Tuesday July 9th yet Melaleuca says I have a balance of $69.41 and this is not fair. Given the fact that I notified Melaleuca several times well before they shipped the package that my credit card would be declined,I did not want the shipment and they would not be paid for it, I feel it is unfair of them to ship me something knowing this.I also feel they could have worked with me and suspended my account on the 26th the day I faxed them the cancellation form and worked with me a little instead of being asses about it and shipping me an order they knew I did not want and could not pay for.What is one day going to hurt? I was told on the phone by Melaleuca customer service that if I sent the order back I could get a refund but I would still have to pay the shipping charges even though I clearly notified them beforehand that I did not want the shipment sent to me in the first place! This is just perposterous and wrong in every way! I have none of there products because I refused the shipment and think its unfair of them to charge me anything

Desired Settlement: I want the entire $69.41 including any additional shipping charges credited back to my account.

Business Response:

We recently received a notice from your office regarding a concern expressed by ******* ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like to be refunded for the order that was charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Because Ms. ****** was a Preferred Customer in June 2013, and no minimum product point order was placed, an insured Customer Backup Order was processed. However, Melaleuca never received payment for the order and an owing balance of $69.41 was posted to her account. The order has been returned and the owing balance has been removed.
Ms. ******’s account was cancelled on July 2, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on June 6, 2013. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I set up an account with Melaleuca for the $1 enrollment that they had. I put that I would select my backup order at a later time. On June 30 2013 my account was charged for the amount of $65.97 for a backup order that Melalueca said I selected which I know I did not. They told my bank and myself that I have to send the product back to recieve my refund even though I called before the order was processed right before the payment went through to have them cancel my order. I was informed that they couldn't cancel my order and wouldn't even if they could. I was not told when I signed up that I would be AUTOMATICALLY picked a backup order if I didn't select my product. I also was not told that they would automatically take the money off of my debit card. This goes under fraud and misinformation as certain stuff was left out. They said that I had e-signed and I ALWAYS initial my forms with my first, middle, and last initial and the initials on the form were my first and last. It also states on the form that it is not LEGAL until I sign and return the form or FAX the form by mail into them with a wet signature.

Desired Settlement: I would like the full amount refunded to me to include shipping and processing charges and I would like my account through Melaleuca closed. I would also like all of my debit card information erased which I have been issued a new card through my bank.

Business Response:

We recently received a notice from your office regarding a concern expressed by ***** ********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she would like to be refunded for the most recent order that was charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve all of Ms. ********’s concerns, a full refund of $65.34 has been processed to her credit card for the June 2013 order.
Ms. ********’s account was cancelled on July 18, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ********’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference). In addition to cancelling Ms. ********’s account, her credit card information has also been removed from our system.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of Melaleuca Security since May 8, 2012 and I am not happy with their service. I wanted to cancel my security system services with this company today 7/8/13 and I was just made aware that I have a verbal agreement with them apparently for 5 years. No written contract was signed. I was sent a contract today when I asked for it. How is that binding? When I received the Melaleuca security system, I was "walked through" connecting my old security system which was ADT to their system. They said that I was responsible to connect their system so I had to make do since I have already paid the amount before I received the system by mail. If they still have all the recordings, they could listen to all of my complaints. I had to place holes on the wall and connect the system myself. That alone was a hazard to myself since I am not a certified electrical technician. They never checked up on me or call me if I had any problems. If there is an alarm at home I would receive an email instead of a call via my cellphone. The worst problem was when me and my sister went out of town for a week last May and we found out while in Kansas that our system was not responding when it was supposedly connected via a T Mobile system and we can check with our cell phones and tablets. I called and made complaints right away and again if they have copies/ taped our conversation i already told them that I was so paranoid the whole vacation. By the time we came back I received a new cell phone system (ATT) and this was working better than the old one. So going back to my complaint, I was told today that by canceling my contract more than 3 years early that I am supposed to pay their company the rest of my contract with them which they say amounted to more than $1200.00! I am filing a complaint RE this. Why do I have to stick to a company I am not happy with? Are we not supposed to have the freedom to choose which company we want?

Desired Settlement: I would like to cancel my plans with Melaleuca Security since I do not agree to continue my services with them. I am not happy with this company and I am not agreeable paying a cancelation fee of more than $1200 to cancel my services. That is the only thing I would like to happen.

Business Response:

We recently received a complaint from ******** ***** of 1**** ******* **** ********** ** ***** regarding her home security system and service. She has switched to another provider and we have allowed her to terminate her agreement with us at a discounted price. She is now happy and has no further obligations to us.
If you have any further questions please do not hesitate to contact me directly.
Best Regards,
Sterling Barnes
General Manager/COO
Melaleuca Security, Inc

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Someone posted in a local facebook group about a work-at-home opportunity that didn't involve initial investments, direct calling, or product inventory. I contacted the poster and she set up a time for me to view the presentation video. I watched it and was offered the chance to join for $1, so I signed up. They said look at the website and if I didn't like it, I had up to 90 days to change my mind and get my money back. I was told that the membership involved just buying products I normally buy at the store from them instead, and that each month I had to purchase 35 points worth of products to keep my membership active. I wasn't shown the prices until after I signed up. I had to read an extensive legal contract and submit an electronic signature, but I was under the impression that I could cancel at any time, based on the information the representative gave me prior to joining. After viewing the website, I found that I had no need of their products and the 35 point orders were cost prohibitive. I called customer service and explained my situation, that I could not afford this and wanted to cancel, as I had been told I could. I was informed by the CSR that this was NOT the case, that I had to submit a cancellation form in writing by the 25th of the month, and if I didn't place my own order, one would be selected for me and my account automatically debited. I signed up on the 24th of June, and this was the 29th, so the deadline had passed. I told him the money would not be in the account for the automatic debit, and he basically said that was too bad, there was nothing he could do as I had signed the contract. I called my bank and they told me to cancel my debit card to block the payment and they have heard of this scam before. I'm being harrassed by email, text, and phone calls now to pay a balance on products I have not even received. My account is blocked until I pay so I can't access the cancellation form to even cancel the membership. The company used deceitful wording to trap me in this.

Desired Settlement: I want my membership cancelled and my balance zeroed out since I have never ordered nor received any products from this company. NO ORDER WAS EVER RECEIVED!

Business Response:

We recently received a notice from your office regarding a concern expressed by ***** **** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she wishes to have her account cancelled and to remove any pending charges for Melaleuca product. Our records indicate that Ms. ******’s account was cancelled on July 22, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellations is appended below for reference.)
Ms. ****** enrolled with Melaleuca as a Preferred Customer on June 20, 2013. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
Because Ms. ****** remained a Preferred Customer in June 2013, and no minimum product point order was placed, an Insured Customer Backup Order was processed in accordance with the Terms and Conditions of the Customer Membership Agreement. Melaleuca never received payment for this order and an owing balance of $53.39 was posted to Ms. ******’s account. However, in attempt to resolve Ms. ******’s concerns, the owing balance of $53.39 has been removed from our system.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

Consumer Response:

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. 

Regards,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/26/2013 Problems with Product/Service | Complaint Details Unavailable
7/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up a contract back in March 2013 with Melaleuca Security on Marc 4th, 2013. I was referred by a friend and I received a call from a sales rep. I was hesitant on signing the contract, because of the length of the contract and the possibility that I was going to be transferred out of the country for work at the end of the year. The sale rep mentioned that if I moved to an area where they don't offer the service I will be able to cancel with no fees involved. I went ahead and decided to give a try. Back in June I got notified that I will be moving to Barcelona, Spain for a 36 month assignment. Since I am a Spanish Citizen all the required permits to work were pretty fast and now I am moving to Barcelona in August. I have kept communication with Melaleuca security for the past two weeks getting educated on the cancellation process and making sure that no fees will be assessed. For that they asked to FAX a letter asking to cancel the service and I even included the job offer that provides the transfer information. I called today July 19th, to confirm that the fax was received and a supervisor answered my call. He went ahead and processed the cancellation and at the very end he asked me to which card should be charged for the restocking fee of $99.00. I mentioned to him that I have been in constant communication and when I signed up the contract I was not educated about this fee and after talking to several reps all of them failed to mention about a restocking fee. Just to go even further, if we take a look at the contract, no where specify about a restocking fee. The supervisor said that he was doing an exception and charging me just $99 instead of the actual termination fee. This is totally misleading, because I don't support companies that charges restocking fees to customers. If I knew about this fee while the sales person was doing his pitch, believe me I was not going to sign up for the service.

Desired Settlement: I would like a refund back for the restocking fee that was never disclosed during sales pitch and prior conversations with other customer service reps. Also, I can make my bank request a charge back, but that will not avoid Melaleuca to share my financial information with Meleleuca security and that can lead to unauthorized charges to my cards.

Business Response:

To whom it may concern,

We recently received a complaint from ******* ******* of **** ** ***** **** ******** ** *****.  The customer requested the refund of the $99 restocking fee.  We have been in contact with ******* and have refunded the $99 restocking fee.  He is now happy and has no further issues that we need to resolve. 

If you have any further questions please do not hesitate to contact me directly.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9630272, and find that this resolution is satisfactory to me. 

Regards,

 

Sharlim Perdomo

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/23/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 29th, I called the company to suspend my membership & to cancel any future charges from this company. ***, the company's representative told me that my enrollee didn't finish my paperwork & that I wouldn't have any further charges if I just filled out a suspension paper from Melaleuca & e mailed it back to them. Which I did on the 30th of June. I was under the impression that I wouldn't be charged. Today I checked my debit bank account & saw that I was charged. Even though I followed all procedures to cancel my account with them. I have talked to different people. Asked for no further charges & I feel that this company isn't respecting my wishes & so I went to your company to help me dispute this matter.

Desired Settlement: I would like no further charges from Melaleuca. I have already completed all steps necessary from what Jon told me to do. So I would like a refund for the charges you've charged me plus myberahip charge. I do not want to be a member, or work for this company.

Business Response:

We recently received a notice from your office regarding a concern expressed by ******* ** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like to be refunded for all charges to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in an effort to resolve all concerns for Ms. *****, a full refund for her June 2013 order, $64.95, as well as the membership fee, $1.08, for a total of $66.03.
Ms. *****’s account was cancelled on July 8, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ***** enrolled with Melaleuca as a Preferred Customer on June 3, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2013 Problems with Product/Service | Complaint Details Unavailable
7/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I emailed melaleuca about ending my contract with them. Then I got a new credit card, so that they would not continue to bill my. Products continued to come to my house. The products also make my skin break out in a rash, so I have never used them. They have not had my credit card number for several months, however they continue to send products. Now they are saying that I owe them $68. Well in order to cancel my service, I have to pay that amount. They trap you into paying an extra month in my opinion, and I will not be trapped. I own a business, and we are a member of BBB. We would not treat our clients like this. All I ask is to stop sending me products that I do not want. I didn't send them a bill from the dermatologist after I used their soap...

Desired Settlement: I do not want to be billed and I want my account closed.

Business Response:

We recently received a notice from your office regarding a concern expressed by ******* *** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ***** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. *****’s communication to the Better Business Bureau to indicate that he would like his account to be cancelled and to not be charged for his most recent order. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). Because Mr. ***** was a Preferred Customer in May 2013, and no minimum product point order was placed, an Insured Customer Backup Order was processed. However, Melaleuca never received payment for the order and an owing balance of $64.65 was posted to his account. In an effort to resolve Mr. *****’s concerns, the balance for the May 2013 order has been removed from his account.
Mr. *****’s account was cancelled on July 2, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *****’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Mr. ***** enrolled with Melaleuca as a Preferred Customer on July 25, 2012. As a Preferred Customer, Mr. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. We wish to assure you and Mr. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have signed up for this account and when the service I tried to cancel on line the same place I signed up but they have the payment options button on website is inactive and been that way at least 3 months. I have mailed in a canelation form emailed to me by Customer service 2 months in a row but they say they did not get it. been trying to cancel for over 3 months and they keep texting me and sending my harrasing letters. when I call in they give me the run around and still insist that I have to send in cancelation letter. I have done this for 3 months and still taking money off my card. they will not cancel over phone, email or any other way I can assure it has been done. account still active and Fey employee # 17558 who was a superviser she said did nothing to assure me the account would canceled and told me the only way to cancel is to fax or mail in form which I did 3 times. this is a rip off and I want my money for the last three months to be given back to me, I have first e mail from 3 months ago stating I wasnt to cancel.

Desired Settlement: I want my payments back since the first email where they knew I was trying to cancel my account. $73.98 for last 3 months and want to have comfirmation of my account canceled. and an apology in writing from them saying they chanced this process for all customers in the future

Business Response:

We recently received a notice from your office regarding a concern expressed by ***** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ****** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
We understand Mr. ******’ communication to the Better Business Bureau to indicate that he would like to confirm that his account has been cancelled and to be refunded for the last three months’ worth of charges on his account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions address refunds is appended below for reference). Because Mr. ****** was a Preferred Customer in April 2013, and no minimum product point order was placed, an Insured Customer Backup Order was processed. However, Melaleuca never received payment for the order and an owing balance was posted to his account in the amount of $62.84. When Mr. ****** enrolled as a Preferred Customer, he also signed up for our MyMelaleuca service and agreed to be charged $9.95 every month until he cancelled the service. Melaleuca never received payment for this service and an owing balance of $9.95 was posted to his account. In an effort to resolve all concerns addressed by Mr. ******, the owing balance for MyMelaleuca service ($9.95) as well as the April 2013 Insurance Customer Backup Order ($62.84) has been removed from his account. Additionally, a pre-paid label has been emailed to Mr. ****** to his email address on our file, ********************, which he may use to return his March 2013 order. Once the returned order is received, a refund check for the full amount of $62.84 will be mailed to him.
Mr. ******’ account was cancelled on June 27, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. ******’ account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Mr. ****** enrolled with Melaleuca as a Preferred Customer on February 25, 2013. As a Preferred Customer, Mr. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not
order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2013 Billing/Collection Issues | Complaint Details Unavailable
7/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is just another scam. They have recruiters go out and find new victims, send them to misleading slideshows and then lock you into a monthly obligation that you don't find out about until it's too late. The web slideshow said I could "earn my points" if I chose to by purchasing $20-$25 worth of materials a month, once you commit you are obligated to a min of $50 a month every month. After calling the company, nothing was resolved and they were not only not able to stop my order (days before it was supposed to be shipped) but decided they wouldn't help with getting me out of a contract I never committed to. How they have an A+ rating.. is beyond me.. those 397 complaints?!?! TAKE THEM SERIOUS!!!

Desired Settlement: At this point, the company has been allowed to resolve the situation and refused, this is more of an alert to potential buyers.

Business Response:

We recently received a notice from your office regarding a concern expressed by ***** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like her account cancelled and to not be charged for any product. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). Because Ms. ****** was a Preferred Customer in June 2013, and no minimum product point order was placed, an insured Customer Backup Order was processed. However, Melaleuca never received payment for the order and an owing balance was posted to her account in the amount of $66.08. In an effort to resolve all concerns for Ms. ******, the June 2013 order has been stopped and the owing balance has been removed from her account.
Ms. ******’s account was cancelled on July 5, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Ms. ****** enrolled with Melaleuca as a Preferred Customer on June 3, 2013. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
Finally, we wish to assure you and Ms. ****** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

Consumer Response:

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. 

Regards,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2013 Delivery Issues | Complaint Details Unavailable
7/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I suspended my account with Melaleuca on March 25, 2013; thereby I was not to have any products shipped to me. Because this company have you on a monthly shipment plan without you ordering anything automaticlly. That why I suspended my account to not receive any shipment. Melaleuca not only shipped 1, but 2 shipment to my address and illegally deducted money from my checking account.

Desired Settlement: Melaleuca do not want to refund me for having ship the products to them and it cost me $26.00.

Business Response:

We recently received a notice from your office regarding a concern expressed by ****** *** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ***** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
It appears that Mr. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Mr. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Mr. ***** enrolled with Melaleuca as a Preferred Customer on January 31, 2013. As a Preferred Customer, Mr. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. *****’s communication to the Better Business Bureau to indicate that he would like to be refunded for the shipping charges that he paid to return the two packages. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). However, in an effort to resolve Mr. *****’s concerns, a refund for $26.00 has been processed to his credit card to cover the shipping charges to return the packages.
Mr. *****’s account was cancelled on May 10, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *****’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for product and requested that an existing credit be applied to the purchase. Shortly after placing the order, I received an alert from my bank that my card had been charged for the order. I immediately called Melaleuca back to request that the credit be applied. I was told that was not possible. However, after the charges cleared my card, they would apply another credit within 10 days. This was not acceptable to me. At that point, I asked that the order be cancelled completely. This was a little more than an hour after placing the order. I was told that was not possible either. (Why not?)After reaching no satisfaction as a customer, I cancelled my participation in the Melaleuca program, requested my refund be made by check and expressed my complete frustration with the company. This was not the first time they had been unable to make any concessions to honor my request with an order. The refund on my account was due to product being mailed that I did not order and I did not receive the full purchase price on the refunds.The May order was shipped. I have contacted Melaleuca to return the product. They have refused to cover the cost of the return. The company should provide postage to return product when it has been asked to cancel an order before it has left their facilities.

Desired Settlement: Postage paid label for the return of product.

Business Response:

We recently received a notice from your office regarding a concern expressed by ********* *****. Thank you for bringing this to our attention and providing us an opportunity to respond.
It appears that Ms. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on November 30, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of product that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like a pre-paid label to return her most recent order back to Melaleuca. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in an attempt to resolve this issue, a pre-paid label was emailed to Ms. ***** to her email address on our file, *********************, which she may use to return her order. Once the returned order is received, a full refund will be issued to her credit card.
Ms. *****’s account was cancelled on May 23, 2013 and, as such, she should not receive any more products or charges.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: http://www.melaleuca.com An representative of Melaleuca mis lead me by not giving me correct information about the membership. Money was deducted out of my bank account leaving me in hardship. When I contact the company they reuse to refund my money.

Desired Settlement: 64.94 refund

Business Response: We recently received a notice from your office regarding a concern expressed by *********** *** ******. Thank you for bringing this to our attention and providing us an opportunity to respond.
It appears that Mr. ******’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Mr. ****** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Mr. ****** enrolled with Melaleuca as a Preferred Customer on May 29, 2013. As a Preferred Customer, Mr. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he would like to be refunded for the last order charged to his account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). However, in an effort to resolve all concerns for Mr. ******, we have processed a full refund for the May 2013 order to his credit card in the amount of $64.65.
Mr. ******’s account was cancelled on June 5, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. ******’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed on in May as a preferred customer for Melaleuca. I also began independent "advertising"trying to recruit new members for income. This was a complete waste of time. I did not recruit a single member, though I had 40+ watch presentations. Everyone knew this was a scam. And to cancel membership, it must be mailed by the 25th of the month. Now I will be charged $60 for a package of items that I do NOT want! I suspended online and it forced me to print out the form. I tried to remove my debit card from the account so that it could not be charged and it will NOT allow me to remove it. I am very irritated that I am going to be charged $60 for something I have absolutely no interest in receiving. The products are certainly not worth the $60!

Desired Settlement: I would like a full refund for the back-up order that is being charged and sent to me that I have no interest in. I would also like a full refund for my membership fee since I cancelled within 2-3 weeks and did not use the products or services at all during this time.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. ******’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ****** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ****** enrolled with Melaleuca as a Preferred Customer on May 19, 2013. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like a full refund for her membership kit. Melaleuca’s refund policy for membership kits states that a customer will be refunded for the price and tax if the membership kit is returned back to Melaleuca within 120 days from the date of purchase. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Although we have no record to indicate that Ms. ****** returned the membership kit, in an effort to resolve concerns expressed by Ms. ******, a refund of $30.74 has been processed back to her credit card on file.
Ms. ******’s account was cancelled on May 29, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference). Because Ms. ******’s Preferred Customer Membership was cancelled prior to the end of May, the Backup Order will not be generated and she will not be charged for an order.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Membership Kit Refund
When a Marketing Executive applicant enrolls and purchases a Membership Kit, the Membership Kit number will be registered at Melaleuca in the applicant’s name. If a Marketing Executive applicant cancels his/her Independent Marketing Executive Agreement and returns his/her purchases Membership Kit to Melaleuca within 120 days after the Marketing Executive applicant’s date of enrollment, Melaleuca will give such Marketing Executive applicant a full refund for the cost of the Membership Kit. A refund will only be sent to the Marketing Executive applicant in whose name the Membership Kit number is registered.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Billed for products I did not receive and company refuses to refund my money.

Desired Settlement: Amount outstanding for money charged but no products received

Business Response:

We recently received a notice from your office regarding a concern expressed by ****** ** *********. Thank you for bringing this to our attention and providing us an opportunity to respond.
Mr. ********* enrolled with Melaleuca as a Preferred Customer on August 2, 2012. As a Preferred Customer, Mr. ********* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. *********’s communication to the Better Business Bureau to indicate that he would like be refunded for the last three orders (convenience certificates) that were charged to his account. Melaleuca’s refund policy for Convenience Certificates states that they are non-refundable and can only be redeemed for product. (An excerpt from the Terms and Conditions address refunds is appended below for reference.) Because Mr. ********* remained a Preferred Customer in January 2013, February 2013 and March 2013 and no minimum product point orders were placed for those three months, Convenience Certificates were processed, charging his account $70.04 each time. However, in an attempt to resolve Mr. *********’s concerns, a refund of $210.12 has been processed to his credit card, which constitutes a full refund of the January, February and March 2013 Convenience Certificates.
Mr. *********’s account was cancelled on April 12, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *********’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. ********* all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I been charged every month and I never received any items. This company keep sending me wrong items(which is who decide backup order)of curse I send back those item for March and April. I spend my USPS 03/20/2013 Bill#*************, 04/10/2013 Bill# ************* both I paid $24.45 I kept both receipt. I called many times but never collected. This Company still keep charging 04/02/2013 $77.34, 05/02/2013 $53.39 I never received those items after I talked my bank they stop my credit card from Melaleuca Company. My bank called company explain why I am doing. Well now they are give me nothing but problem told they are reporting collect agency. They billing me $208.07 which is I don't know. I have been stressed out my Shingle and I been seen doctors. I need HELP.

Desired Settlement: I am not asking any money. I want stop harass me. I want cancellation membership and I will not hear from this company never again. Also I do not paying what they are asking me $208.07 it not fair for me.

Business Response:

We recently received a notice from your office regarding a concern expressed by ******* *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with him, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on July 11, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she wishes to have the owing balance removed from her account. According to our records, Ms. ***** disputed the February 2013, March 2013 and April 2013 orders with her bank, and her bank issued her a credit of $208.07. In an attempt to resolve Ms. *****’s concerns, the owing balance has been removed from her account.
Ms. *****’s account was cancelled on June 3, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: May 27,2013 I received an interview request for a bank teller position I applied to. Arrived at 1:00 pm at 3600 Yosemite Ave. on May 28, 2013 for the bank teller interview, and it turned out to be The Melaleuca wellness company instead. ******* ****** the Independent Marketing Executive thought it was funny how he had wrote in small letters that you don't notice that it was not for a bank teller position. ******** explained that it only cost $30.00 to start your own business so I signed up thinking I could do this in my spare time. During the registration process I saw ******** ****** register me for a bottle of Vitamins, I stopped him, told him I did not need any vitamins for $80.00 or more and told him to remove that order. He said he could not. But, don't worry it will never go through it's just a back up order. I asked him what was a back order, he explained that it was in case you don't make an order for the month after the 25th of each month then that order will go through. I signed up on the 27th, went to my first meeting on May 30,2013 found out there was another 2 - $300.00 fee for your start up kit which I could not afford. On May 31,2013 I went on line and effectively canceled my Membership with the Melaleuca Company. On June 3,2013 after I canceled my Membership I was charged another $80.00+ dollars on my credit card account for the back up order that I told them I did not want them to make. I want my "Money Refunded" along with the fee's for return shipping. Total so far and accumulating $31.18, $80.85, $10.05 shipping , the next package to go back ??I feel it is VERY WRONG for ******* ****** to use False Job Advertising to bring potential customers for his Business. I personally have been out of Work since July 2013 and to abuse those people who so desperately out there looking for work is VERY WRONG.****** ************************************ Please do something about them

Desired Settlement: I want the 100% guarantied Refund of $112.04 plus $10.05 return shipment on 06/06/2013 and for the next shipment when I have to return the Vitamins I did not want ordered on May 28,2013 by ******** ****** and ******* ******. I want some one to stop them from placing false job positions online. I want someone to look into ******* ******** and ******** ******* Business Practices. Because it is false and misleading to the consumer.

Business Response:

We recently received a notice from your office regarding a concern expressed by ****** ** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Our records indicate that Ms. ******* enrolled with Melaleuca as a Preferred Customer on May 28, 2013. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like to be refunded for the two charges on her account and the shipping charges she paid to return the order. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. In attempt to resolve all concerns for Ms. *******, a full refund has been processed for the May 2013 order in the amount of $80.85 and the requested shipping charges of $10.05. Ms. ******* was previously refunded $31.18 for the business kit. In total, Ms. ******* has been refunded a total of $122.08.
We further note that Ms. *******’s concerns surrounding her enrollment have been forwarded to our Policy Administration Department. They will take steps to contact the individuals who enrolled Ms. ******* regarding their enrollment procedures and take any necessary steps.
*******’s account was cancelled on June 10, 2013 and, as such, she should not receive any more products or charges.
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They did not inform me that money would be taken out of my account every month. I needed to make a car insurance payment so I put some money in my bank account then before I could make my insurance payment Melaleuca took money from me without any notification that they were going to do so. I demanded my money back and the denied me a refund. Everyone needs to be aware of there shady business ethics. They are scammers!

Desired Settlement: To avoid taking this to court and to avoid embarrassment thru the media, please just refund my money!

Business Response: We recently received a notice from your office regarding a concern expressed by ****** **** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ***** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
It appears that Mr. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Mr. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Mr. ***** enrolled with Melaleuca as a Preferred Customer on March 16, 2013. As a Preferred Customer, Mr. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. *****’s communication to the Better Business Bureau to indicate that he would like to be refunded for the last order (convenience certificate) charged to his account. Melaleuca’s refund policy for Convenience Certificates states that they are non-refundable and can only be redeemed for product. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). However, in an effort to resolve all concerns for Mr. *****, a refund of $53.39 has been refunded, which constitutes a full refund for the April 2013 Convenience Certificate.
Mr. *****’s account was cancelled on June 17, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *****’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee paragraph below. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Melaleuca's original sales presentation was completed in our house without announcement of its intention. During the sales presentation, several false statements were made concerning the quality of their competitors. In addition, they have you create a back-up order, for which we were told we could change online. Although this is true, you can only increase, or change laterally, not cancel. After returning an item, they did credit us for the order, but then, instead of realizing we didn't want it, they changed our order to a no refundable gift certificate, without us requesting it. This business' practices are unconscionable and not in anyone's best interest but their own. They claim a 98% reorder rate, but that's because they make it impossible to cancel an account with any ease whatsoever. We tried calling them to see if we could cancel the account, but they would only tell me that my wife would have the address to send in the cancellation. She doesn't and is just as disappointed as I am. The products are inferior and more expensive. We want out!

Desired Settlement: We just want out of the contract and to stop having unrefundable credits mailed to us. Credits for which we have no desire to use.Note: Although **** ******* is our friend who sponsored the sales woman, she did not provide the falsehoods. It was the sales person she sponsored, who did the presentation and gave incorrect information.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ******* ********. Thank you for bringing this to our attention and providing us an opportunity to respond.
Mr. ********’s wife, ******** ********, enrolled with Melaleuca as a Preferred Customer on January 17, 2013. As a Preferred Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. ********’s communication to the Better Business Bureau to indicate that he would like to have his wife’s account cancelled and to stop being charged. Because Ms. ******** remained a Preferred Customer in May 2013 and no minimum product point order was placed, a Convenience Certificate was processed, charging their account $53.39. Melaleuca’s refund policy for Convenience Certificates states that they are non-refundable and can only be redeemed for product. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). However, in an effort to resolve all concerns for Mr. and Mrs. ********, a full refund of the May 2013 order has been issued to their credit card in the amount of $53.39.
Ms. ********’s account was cancelled on June 17, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ********’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. and Mrs. ******** all the best. If they have any further questions, they may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee paragraph below. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the process for cancellation of services and obtaining your money back, or refund, is an absolute PAIN IN THE ***.i work in a call center as a supervisor and it makes NO SENSE as to why we have to take the time to fill out a form and provide a signature for processing our refund. if a customer wants a refund, you GIVE IT TO THEM, NO QUESTIONS ASKED. it is inconvenient and does not leave a good taste in my mouth. on top of that, if you do not get your form into them before the next month they will charge you again anyway. I SENT 3 E-MAILS REQUESTING THAT THEY DO NOT CHARGE ME FOR THE RE-OCCURRING CHARGE, guess what, no one contacted me to inquire, no one followed up with me, no concern and complete disregard of my request. They have no way to stop the reoccurring monthly payment without your signature, TOTAL HORSE ****. had it been an easy process i may have considered going back to the company in the future, but after this process that needs to go through i will not even consider it. the customer service is good but this process is terrible. the company is good, products do what they say. overall not a bad company, but this is just a MAJOR inconvenience. i've never had this experience with any other company, especially from one that is as well respected as melalueca. i would have expected better.thanks ****

Desired Settlement: i want a refund of ALL SERVICES with the companyi do not want a charge for anything else.

Business Response:

We recently received a notice from your office regarding a concern expressed by **** ***** *********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ********* gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
It appears that Mr. *********’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Mr. ********* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Mr. ********* enrolled with Melaleuca as a Preferred Customer on March 9, 2013. As a Preferred Customer, Mr. ********* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. *********’s communication to the Better Business Bureau to indicate that he would like a refund for all services with Melaleuca. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve Mr. *********’s concerns, a full refund for the May 2013 order has been processed to his credit card in the amount of $64.05. We were able to reroute the package and it is being returned to us.
Further, if Mr. ********* has unwanted Melaleuca products, we invite him to return those products and once they are received we would be happy to process a full refund at that time.
Mr. *********’s account was cancelled on June 10, 2013, per the Better Business Bureau complaint. As such, he should not receive any more products or charges. We note that we did not
cancel Mr. *********’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. ********* all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Melaleuca did not reimburse the entire amount of my return and this is after I rushed the remaining 3-4 items back to them to make sure I did. They also said they weren't going to reimburse my shipping charges. I decided not to go through with this company as a business because of their shady way of trying to make me drop ********* by offering me a "better opportunity" and this had been over a 15 yr period. Who calls a known distributor of another company soliciting them to do business with them. There are serious ethical issues with this company. I want every single dime back.

Desired Settlement: I want the shipping charges back for having to return the products and business opportunity materials.

Business Response:

We recently received a notice from your office regarding a concern expressed by ****** ** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with him, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ******* enrolled with Melaleuca as a Preferred Customer on April 12, 2013. We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like to be refunded for the shipping charges for the order she returned. Melaleuca’s refund policy states that customers will be refunded for the full amount of returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Ms. ******* purchased a Melaleuca Pacesetter Pack for $698.55. She returned all of her product and has been refunded $653.43, the remaining $45.12 being for shipping and handling charges, which are typically not refunded. However, in an attempt to resolve all concerns for Ms. *******, a refund for the remaining amount of $45.12 was processed back to her credit card, giving her a full refund of $698.55.
Ms. *******’s account was cancelled on May 4, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
It is unclear why Ms. *******’s accuses Melaleuca of “serious ethical issues,” but we believe they are unfounded and inaccurate. Melaleuca’s business model has earned the company a high rating and long-standing accreditation with the Better Business Bureau – something we value high and work hard to earn every day. We wish to assure you and Ms. ******* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement and Independent Marketing Executive Agreement has a full understanding of those Terms and Conditions. However,
our Policy Administration Department has been notified of Ms. *******’s concerns and will take necessary action, if needed.
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Taking money out of my account after e mail request to stopfor over a year.

Desired Settlement: 99.82 and a true appology.

Business Response: We recently received a notice from your office regarding a concern expressed by **** ** ******. Thank you for bringing this to our attention and providing us an opportunity to respond.
It appears that Mr. ******’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Mr. ****** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
**** and ***** ****** enrolled with Melaleuca as Preferred Customers on June 22, 2011. As Preferred Customers, Mr. and Mrs. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. ******’s communication to the Better Business Bureau to indicate that he would like to be refunded for the credit on his account. A refund in the amount of $99.86 was refunded to Mr. and Mrs. ****** in the form of a check and was mailed on May 16, 2013. Mr. ****** should expect to receive the check within 10 business days.
Mr. and Mrs. ******’s preferred customer membership was cancelled on May 15, 2013 and, as such, they should not receive any more products or charges. We note that we did not cancel Mr. and Mrs. ******’s account previously because we had not received a written cancellation notice in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. ****** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has a ordering system that forces people to buy their products. A customer is forced to buy a certain number of products each month to acquire the necessary number of member "points". You can't get out of their ordering website with less than the quota of points. If you make no monthly order, you are sent what they call a "backup order pack". This pack contains products that the company decides you might want. I started sending them back unopened. After a number of months doing this, they started sending product point certificates (35 points) and taking $51.99 from my bank account. To not be a customer is a difficult process and getting any satisfactory results from their "customer service" people is impossible.

Desired Settlement: I would like a refund of the $51.99 they charged to my bank account for a customer certificate that to me is totally worthless. This certificate is dated April 30, 2013 After this is done I wish no further contact in any form from this company.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ****** *********. Thank you for bringing this to our attention and providing us an opportunity to respond.
It appears that Mr. *********’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Mr. ********* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Mr. ********* enrolled with Melaleuca as a Preferred Customer on May 8, 2012. As a Preferred Customer, Mr. ********* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. *********’s communication to the Better Business Bureau to indicate that he would like to be refunded for the last order (a convenience certificate) that was charged to his account. Melaleuca’s refund policy for Convenience Certificates states that certificates are non-refundable and can only be redeemed for product (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). However, in attempt to resolve Mr. ********* concerns, a full refund in the amount of $53.39 has been processed to Mr. *********’s credit card for the April 2013 order.
Mr. *********’s account was cancelled on May 23, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *********’s account previously because we had not received a written cancellation notice from him in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. ********* all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee paragraph below. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9551845, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

 

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/29/2013 Advertising/Sales Issues | Complaint Details Unavailable
5/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When the local rep signed me up she failed to inform me that I had to purchase $50.00 worth of merchandise or I would be sent a backup order.i received the first backup order and had it returned immediately. My account credited the product amount but not the shipping. I have called melaleuca several times trying to cancel my account. I sent 2 faxes and 2 hand written letters but they only received 1 out of the 4 to cancel my account. I now have a $53.39 balance on my account because I was unaware that they they did not receive my first 2 cancellations. I was told I have to pay this pay this balance or they will contact me for the next 12-18 months trying to collect on a certificate I do not want. I told them I will not redeem it, I do not want their products! They said I have to pay it, rather I want the products or not. I had to put a stop payment on my account which I was told to do by the lady who signed me up which also cost me $5.00, which resulted in them forcing me to purchase a certificate. I have done everything I have been told by the customer service reps as well as the woman who signed me up, but continue to get different answers, different results and charges to my account. They make it virtually impossible to cancel your account, and continue to charge you even though they know you want your account cancelled. Customer service just kept trying to sell me more products and said they couldn't help. I just want them to get rid of the balance on my account and NEVER contact me again!

Desired Settlement: Zero out my balance since I don't want any products, and have not received any products, cancel my account and not be contacted any further, by mail, email or phone.

Business Response: We recently received a notice from your office regarding a concern expressed by *******. Thank you for bringing this to our attention and providing us an opportunity to respond.
It appears that Ms. *******’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ******* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ******* enrolled with Melaleuca as a Preferred Customer on March 22, 2013. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like Melaleuca to clear her owing balance and stop all contact with her. Because Ms. ******* was a Preferred Customer and no minimum product point order was placed, an Insured Customer Backup Order was processed for April 2013. Melaleuca’s refund policy for Convenience Certificates states that it is non-refundable and can only be redeemed for product (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). However, in attempt to resolve all concerns for Ms. *******, the owing balance in the amount of $53.39 has been removed from her account.
Ms. *******’s account was cancelled on May 2, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee paragraph below. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states.

Consumer Response:

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. 

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In order to buy the products Melaleuca provides, you have to have a monthly commitment of about $55. I got to the point that I couldn't afford the commitment in January of 2013, and called to cancel. I thought I wasn't being charged anymore until I checked my bank account May 3rd, and saw a charge for $53.39 from Melaleuca. When I checked Melaleuca's site, I saw that I had been charged a total of $158.97 for "convenience certificates". When I called customer support, I was told that there was no way at all that my money could be refunded, and it can only be used to purchase product. I was told my only option to get my money back was to purchase product and then return it to the company after paying shipping and handling separately. After I asked what "convenience certificates" are, I was told they replace your backup order for the month, basically charging me $50-some per month for store credit.

Desired Settlement: I am going through the steps now to have my Melaleuca account canceled, and I would like all of my money refunded to me.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ******** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with him, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on April 13, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like to be refunded for the last three orders (convenience certificates) that were charged to her account. Melaleuca’s refund policy for Convenience Certificates states that it is non-refundable and can only be redeemed for product. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). Because Ms. ***** remained a Preferred Customer in February 2013, March 2013 and April 2013 and no minimum product point orders were placed for those three months, Convenience Certificates were processed, charging her account $53.39 each time. Since Convenience Certificates are non-refundable, we invite Ms. ***** to redeem the certificates towards products.
Ms. *****’s account was cancelled on May 7, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee paragraph below. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Because of recent financial difficulties, on April 25, 2013, I suspended my membership online. Apparently, a form was required to be printed and faxed, but the icon was grayed out so I couldn't print. I have no printer and no fax machine! Why must they make it so difficult to cancel a membership, requiring a form, signature & faxed? When I enrolled, they had no trouble taking my credit card info online & did not require a signature and no form had to be faxed. But now when it's time to remove myself, they won't allow it to be done online! It's not security issues as members are required to log in with a username & password!! So I immediately called, but there was no one there and it was early evening! I called first thing next morning, but they could care less that I was having financial difficulties. It was just less than ONE day! I told them they are not authorized to use my card. They did not care. I was forced to fax a form, which I did on April 26. On May 2, I received an email that my membership has been suspended as of May 2! No, I canceled my account on April 25, not May 2! This is unbelievable! They wanted to delay things so that they could charge me $74.88 on May 2 for a "backup" order which they require every member to provide so that they can be certain to get that monthly income from members!! This is a cult! Not like any other decent online business. There is also no way for me to remove my credit card which they keep on file forever so they can charge my card against my will! I did not authorize the charge and now I'm experiencing financial hardship this month! Additionally, they owe me $5 credit, and I've tried for 2 months to apply it to my orders, but they make it impossible to apply so they still owe me $5! They sent me products they were phasing out and not what I ordered and I had to complain and complain, so they gave me $5 credit. Melaleuca is unfair & people need to know not to ever sign up with this greedy company with unfair business practices!

Desired Settlement: I demand they return the unauthorized charge of $74.88 on May 2 and remove my credit card information on file permanently. I never want to deal with this company again! If they want the products they just sent me without my authorization, they will have to pay return shipment because I'm not wasting another penny on this unprofessional company! They could care less about people's financial situations.

Business Response: We recently received a notice from your office regarding a concern expressed by *** *** *****. Thank you for bringing this to our attention.
It appears that Ms. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on January 13, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like to be refunded for the last order charged to her account and to remove her credit card from her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve Ms. *****’s concerns, a full refund in the amount of $74.88 was processed to Ms. *****’s credit card for the April 2013 order. Her credit card has also been removed from our files.
Ms. *****’s account was cancelled on May 2, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July 9, 2012 I called Melaleuca to cancel my account. I had been paying for the product certificates monthly for about 4 years. I explained to the representative at the Idaho Falls office that I could no longer afford the monthly because my husband had been laid off from work since January 2012. The lady I talked to said she would take care of it and would send me a confirmation email. She also told me I had 2 years to use the certificates I still had unused. I never received an email. A few days later Melaleuca tried to take the monthly amount out of my checking account and it bounced leaving me with a $35.00 overdraft fee which also bounced other bills coming through. They again tried to take the amount out AGAIN 2 weeks later and AGAIN 2 weeks after that which caused other things to keep bouncing all over the place. At this time i was over $700.00 overdrawn. I finally had to close my bank account to stop this. I called Melaleuca back to ask them what the heck and explained again about me cancelling and that the first lady I talked to said she would take care of it. This person (a different person I had to send in a form to cancel. The first lady I talked to never told me about any form....she just said I would receive a confirmation email of the cancellation. The 2nd person I talked to told me to go the Melaleuca website to get the form to cancel. I did, and found the form to print out and sent it to them.When I 1st called on July 9, 2012 and talked to the 1st lady about cancelling, I had over $1400.00 in certificates paid for. Now I am down to $832.84 because they won't let me use the ones I already paid for as some have expired because they say I still owe them $119.60! This would be for July and August of 2012 after I cancelled. They are trying to force me to buy 2 more months of certificates that I can't afford to pay for. I called again 2 weeks ago and they will not let me order. I even offered to pay 1 mo. so I could order, but no response to varify.

Desired Settlement: I would rather order the products, but if I can't, I want a full refund.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on June 7, 2004. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like us to remove the owing balance for two Convenience Certificates, which prevented her from placing an order. According to our records, Ms. ***** disputed the July and August 2012 orders (Convenience Certificates) with her bank, and her bank issued her a credit of $106.78, which caused the owing balance to be posted on her account. In an effort to resolve this matter, the owing balance has been removed. We also note that Ms. *****’s Customer Membership Agreement was renewed on September 10, 2012. The fee for this renewal is $12.82. However, Melaleuca never received payment for the renewal. This owing amount has now been removed from Ms. *****’s account.
Ms. *****’s account was cancelled on September 10, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee paragraph below. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have requested that my autoship be canceled four times and Melaleuca refuses to honor my request. They claim I have to print out a form, fill it out, and scan it and send it back. This is a lot of hoops to have to jump through to get an autoship canceled. I currently do not have a working printer / scanner and I don't feel I should have to go out and make a purchase of a printer just to get Melaleuca to stop sending me unsolicited merchandise and trying to bill me for it. Nonetheless, to accommodate their policy as best as I can, I wrote a letter outlining everything they requested and sent it to the address in Idaho. They have ignored this letter and continued to process the order of product that I no longer wish to receive.Even though I have honored their policy by sending a letter with an original signature, I also would like to point out that their representative was not up front with me about the terms of agreement and I never would have agreed to anything requiring so much trouble to change. I have many other autoships and these other companies are happy to hold an account, cancel an autoship, or work with me in a different way if I do not have the technology to accommodate them. I have learned from other customers that this is not unusual with Melaleuca and they try to make things deliberately difficult to cancel and they are not clear with their policies during the sign up process because they try to keep people locked into their autoship. If I was told, you have to go through so many steps to cancel; I would never have agreed. Even though they explain this policy in very small print on a contract from over a year ago that I never saw (the representative submitted it online), I still sent a physical letter with no resolution.

Desired Settlement: I am asking for assistance in getting my account canceled in a way that I am able to do without having to use technology that I do not own. My technology does not permit me to do the printing and scanning as they are saying I have to have, and I have already sent a letter by mail which they have ignored -- sending me another unwanted shipment. I do not think it is fair to ask a customer who has already done what they ask -- e.g. sending a letter by mail -- to again send another letter and take the time out of my 16-hour work day to go to the PO again and send another letter, which this time would require standing in line and paying for certified mail since they ignored my previous signed letter. Despite my repeated requests, by mail, email, and phone, they continue to send me product with the idea they can force me into paying for unsolicited merchandise by continuing to charge me. Thus, I would also like them to send me a prepaid sticker to send this most recent shipment back and I wo

Business Response: We recently received a notice from your office regarding a concern expressed by **** *******. Thank you for bringing this to our attention and providing us an opportunity to respond.
It appears that Ms. *******’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ******* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ******* enrolled with Melaleuca as a Preferred Customer on April 17, 2012. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like to have her account cancelled and to not be charged for any more products. Ms. *******’s account was cancelled on May 8, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Because Ms. ******* remained a Preferred Customer in April 2013, and no minimum product point order was placed, an Insured Customer Backup Order was processed, in
accordance with her signed contract. However, Melaleuca never received payment of $71.27 for the order and an owing balance was posted to her account. We were able to reroute the package back and the owing balance has been removed.
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made an attempt at trying Melaleuca in January 2013. I was not satified with products, services or value. April 5 I emailed and told them I was not satisfied and that I wanted to cancel my "subscription" I was told to mail this form to them and that would be it and they were sorry I was unhappy. On May 3 I logged on to my bank account to do banking and Melaleuca had AGAIN taken $63.45 out of my account that I did not authorize. This also caused 2 overdraft fees of $25 each. When contacting Melaleuca by phone I was transferred 3 times and am now awaiting a call back because IF I pay to return the shipment then with in 60 days they will refund the tax and cost of items (on an order I never made and dont want) I have to pay to return this or pay a $10 reroute fee. And they refuse to acknowledge (even though I have my bank info that proves them taking money is why my account overdrafted) that any of it is there fault. All I want is them to give back ALL of my money they took and cost me (as they did not have permission to take any) $113.45 and my account closed and them to NEVER contact me again. I never got the $20 a month coupons they promise or anything else that was promised. They are currently refusing to help unless I pay them more money and I just want what they already took. And they are more than welcome to have there stuff back because I dont want it!Unfortunately I can not upload my account information but I have it printed off so it could be faxed proving that Melaleuca caused the overdrafts to my account and therefore should be responsible for repaying those as well

Desired Settlement: All I want is my money back $113.45 and them to cancel my account forever! And for others to be aware of what happened to me so they can make a better decision for themselves when dealing with this company

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ** *******. Thank you for bringing this to our attention and providing us an opportunity to respond.
It appears that Ms. *******’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ******* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ******* enrolled with Melaleuca as a Preferred Customer on January 2, 2013. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like to be refunded for the last order charged to her account and the bank fees associated with the charge. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve Ms. *******’s concerns, a full refund in the amount of $63.45 was processed to Ms. *******’s credit card for the April 2013 order, and a pre-returned label was emailed to her to be used to return the package to Melaleuca.
We further note Ms. *******’s request for a refund of bank fees associated with the Melaleuca charge. Although it was not Melaleuca’s error is charging Ms. ******* for the April 2013 order, we have agreed to refund one bank fee of $25.00.
Ms. *******’s account was cancelled on May 6, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms received after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will
charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2013 Problems with Product/Service | Complaint Details Unavailable
5/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I enrolled with this company as a preferred customer, I paid a 29.00 enrollment fee. I attended a Delivering Wellness Presentation given by a Senior Director, who said that if I cancelled within 120 days, I could ask for my 29.00 back. No questions asked. I sent the appropriate suspension form and indicated that I would like the refund as promised. My request went unanswered. I have then contacted the company 3x and have not received a response of any kind.

Desired Settlement: Please send me my 29.00 enrollment refund as promised.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *******. Thank you for bringing this to our attention and providing us an opportunity to respond.
****** ******* and ***** ******* enrolled with Melaleuca as Preferred Customers on November 21, 2012. At that time of enrollment a membership kit was purchased, charging their account $29.00, plus shipping and handling and tax. Ms. *******’s communication to the Better Business Bureau indicates that she would like to be refunded for the membership kit. Melaleuca’s refund policy for membership kits states that a customer will be refunded for the price and tax if the membership kit is returned back to Melaleuca within 120 days from the date of purchase. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Although we have no record to indicate that Ms. ******* returned the membership kit, in an effort to resolve concerns expressed by Ms. *******, a refund of $32.48 has been processed back to her credit card on file.
Ms. *******’s and Mr. *******’s account was cancelled on March 15, 2013 and, as such, they should not receive any more products or charges. We note that we did not cancel their account previously because we had not received a written cancellation notice in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Membership Kit Refund
When a Marketing Executive applicant enrolls and purchases a Membership Kit, the Membership Kit number will be registered at Melaleuca in the applicant’s name. If a Marketing Executive applicant cancels his/her Independent Marketing Executive Agreement and returns his/her purchases Membership Kit to Melaleuca within 120 days after the Marketing Executive applicant’s date of enrollment, Melaleuca will give such Marketing Executive applicant a full refund for the cost of the Membership Kit. A refund will only be sent to the Marketing Executive applicant in whose name the Membership Kit number is registered.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

When I attended the delivering wellness presentation, delivered by a Senior 6 rep and subsequently when I invited others to attend wellness seminars, I was told clearly that we could send the suspend form in, no questions asked and indicate that we would like to have our membership fee reimbursed, again no questions asked. In fact, this is the information I was trained to provide as an enroller and as such also provided such information to the persons that I enrolled.

When a representative of melaleuca's senior team, hosts a web presentation to recruit members of Melaleuca, it is incredibly important to provide accurate information. Simply saying you can cancel at any time, no questions asked and indicate you wish to have your enrollment fee returned, no questions asked, within 120 days is not accurate. There was no instruction given to me during any of my time with Melaleuca training or otherwise, that anything other than the suspend form be submitted with the request for the 29.00.

This is false advertisement. 

The forms provided for me to sign were online and prepared for me by the enroller for which I in turn signed electronically...not with a personal signature.

***** ******* did not ever sign any agreement and was placed on the account without consent when I submitted a picture of him and myself for the magazine. 

I phoned to have his name removed. It was. The following month it was back on.

 You have continued to make money off of persons that I have enrolled personally despite me not receiving dividends, as I am no longer preferred. Please refund my 29.00.

 

 

 

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I enrolled in the program I thought I would find many products that I would like, however since the products are solely for me I don't use them enough to make monthly purchases. I attempted to fax the account suspension form to them on three separate occasions. I never received a response so I called to check that my account was inactive and saw that it was still active. I called the company and they refused to suspend my account for me. Also, when I enrolled I was told that I had 90 days to decide whether I liked a product, if I did not like the product I could return it could be returned for a full refund. I purchased some vitamins and Sustain (a sports drink) and every time I use them I become violently ill. By violently ill, I mean that I get EXTREMELY shaky, I start having hot flashes and am nearly vomiting. I asked the lady on the phone and was told that I cannot return them unless they are in 'refillable' condition and that it had to be within 60 days of my purchase. If my products were more than 60 days but less than 120 I could exchange them but not get my money back.It saddens me that it has come to the point of filing a complaint because I do enjoy the household products very much. However, I am willing to stand up for myself against a company who is not holding up their promises.

Desired Settlement: All I really want is to be refunded my money for the products that make me extremely ill and to have my account suspended so that I do not have to continue making monthly purchases.

Business Response: We recently received a notice from your office regarding a concern expressed by ******** ******** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on January 30, 2013. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like her account cancelled. Ms. *****’s account was cancelled on April 26, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Condition addressing cancellations is appended below for reference.)
Ms. ***** also requests a refund for products which caused a reaction, namely the sports drink and the vitamins. Melaleuca’s refund policy states that customers will be refunded for the full amount of returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in an attempt to resolve Ms. *****’s concerns, a refund in the amount of $63.30 has been refunded to her credit card. This amount constitutes a full refund for Melaleuca’s Vitality 4®, Sustain®, and Florify®.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms receive after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issues to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: their customer service is horrible. They automatic bill you each month, with a set up order that you have entered into their website. At the end of the month for two separate months, I attempted to cancel my membership with them, and they told me I had to do it 5 days in advance of the end of the month, and that I could not do it by phone. the second month I followed all of the protocol, but misspelled their email address,..so they never got it. But, I showed them the email, and even tho they had a copy of it before the end of the moneth they said it was not acceptable and they were going to auto ship me an order anyway. I will be cancelling my credit card and changing my bank account so this does not happen.

Desired Settlement: I dont have time to ruin my bank account just so I dont get charged, but their stuff is not worth the price, so if that is what it takes to get rid of them then I will do it.

Business Response: We recently received a notice from your office regarding a concern expressed by ******** *********. Thank you for bringing this to our attention and providing us an opportunity to respond.
It appears that Ms. *********’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ********* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ********* enrolled with Melaleuca as a Preferred Customer on October 29, 2012. As a Preferred Customer, Ms. ********* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *********’s communication to the Better Business Bureau to indicate that she would like to have her account cancelled and would not like any Melaleuca charges to come through her credit card. We were able to cancel Ms. *********’s membership for the month of April, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *********’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ********* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms receive after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Just recently I signed up as an associate with Melaleuca, member #********. I cancelled my membership and order number #******** within my 3 day right of rescission because I did my homework and found that not only was I getting significantly less in quantity for the products that I personally use (as much as 3 times less) I also found their products to be almost twice as much as I would normally buy at a regular store such as Walmart or Target. Upon receiving the starter package at $371.19 which I was told to be such a great value (not), I refused the package and which point I was refunded only $329.75 a difference of $41.44. When I called Melaleuca it was explained that I had to pay shipping cost of $20.72 both ways. Now here is the big problem? My wife owned a shipping company for many years, and I also checked with UPS, Fed-ex, and the Post Office to verify that,"When a product is REFUSED, the shipper only has to pay the original shipping cost or in this case $20.72, NOT the cost both ways". When confronting Melaleuca about this unethical practice I explained to them that their "Customer Membership Agreement" says that I would be responsible for the return shipping, but in this case there was no return shipping cost, only the shipping cost they had sending it too me. I was then referred to upper Management which explained that was simply their practice and they could do nothing to help me. I am sorry but at this point it isn't even the money as much as the principal and a point of integrity. I can't imagine the thousands of people, maybe hundreds of thousands of people that have canceled their membership over the years and this same thing has happened to them. Do the math? Not a company I would do business with.

Desired Settlement: Simply refund me the difference of $20.72 that was over charged to me for shipping. Thank you.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** **** *****. Thank you for bringing this to our attention.
It appears that Mr. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Mr. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Mr. ***** enrolled with Melaleuca as a Preferred Customer on April 13, 2013. We understand Mr. *****’s communication to the Better Business Bureau to indicate that he would like to be refunded for the shipping charges that he incurred for returning his order back to Melaleuca. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve all of Mr. *****’s concerns, a full refund of $20.72 was processed to his credit card for the shipping charges.
Mr. *****’s account was cancelled on April 22, 2013 and, as such, he should not receive any more products or charges.
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Melaleuca billed us for goods/services that we did not order, or receive. Since we complained, Melaleuca stated that they had the name of the person who made the purchases, one ***** ***. We went back to our bank and asked how the purchases were made considering this is a debit card, and there was no apparent resolution of an address, a PIN, or security code by Melaleuca. My wife, *********** ************** and I believe that Melaleuca is involved in inappropriate or possibly fraudulent billing practices. Our bank, ***** ***** is only obliged to credit us back with a partial amount per their policy of 664.94 out of 803.87. To date, a request to charge it back has not been met my Melaleuca, and we would like the amount charged back to the bank of 664.94 and the balance of 138.93 repaid to us. We further want assurance that Melaleuca is providing information to the police in the state where they shipped the products that they gave to the other person who is obviously not us. Melaleuca should have known this if they properly resolved the billing address with the shipping address.

Desired Settlement: To date, a request to charge it back has not been met my Melaleuca, and we would like the amount charged back to the bank of 664.94 and the balance of 138.93 repaid to us.

Business Response: We recently received a notice from your office regarding a concern expressed by **** ******. Thank you for bringing this to our attention and allowing us the opportunity to respond.
After researching Mr. ******’s situation, we determined that his card was charged $803.87 for Melaleuca product. Mr. ****** has received a partial refund of $664.94 through his bank. The remaining $138.93 was mailed to Mr. ****** in the form of a check on April 29, 2013. We apologize for any convenience this may have caused.
We wish Mr. ****** all the best. If he has any further questions, we invite him to contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my membership on the 25th of the month, per their terms for cancellation in order to not get charged and sent the "default" order for that month. They neglected to process the order in time and the order was shipped and I was charged $65.83. Upon complaining to the company they agreed to take care of the issue by sending me a UPS shipping label to send the products back and refund my money. When they refunded my money it was directly into my account for the amount of $57.73, not the $65.83 they originally charged me. I want them to refund the difference to my account. I contacted the company via email on April 23rd and have had no response.

Desired Settlement: the difference in the amounts I paid and they refunded. $8.10.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ***** *****. Thank you for bringing this to our attention.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on October 31, 2012. Ms. ***** submitted her cancellation notice on March 25, 2013, which should have cancelled her Preferred Customer Membership for March. However, her account remained active for March and an Insured Customer Backup Order was processed in error, charging her account $65.83. In an effort to resolve Ms. *****’s concerns, Melaleuca sent Ms. ***** a return label and the order was returned to Melaleuca. On April 24, 2013 she was refunded $57.73, and today the remaining $8.10 was processed back to the Visa card on file.
We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up as a Melaleuca customer on the 2/16/2013 payed $119.03. Later realizing I would not be able to order from this company every month, because I'm a widow living alone and would not use that much product. I call in on the 2/19/2013 and they gave me a full refund of $119.03. I presumed this was the last I would hear from Melaleuca, but not so, Two months later Melaleuca on 4/13/2013 takes $53.39 off my credit card for back orders. I have never received not even a letter or products from this company. I have called and talk to three customer service persons. And they just say It is non refundable. I even talk with a supervisor and she said I'm using their products. I nevernever received any of their products. How could I? I canceled this membership two days later.This company did not have time to send me anything. I WANT MY $53.39 refunded. And I can forget there is a company called Melaleuca. I don't owe thiscompany anything, I have never laid eyes on their products ,melaleuca just robbed me.

Desired Settlement: Refund my $53.39

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ** ****. Thank you for bringing this to our attention and providing us an opportunity to respond.
It appears that Ms. ****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. **** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. **** enrolled with Melaleuca as a Preferred Customer on February 16, 2013. As a Preferred Customer, Ms. **** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. ****’s communication to the Better Business Bureau to indicate that she would like a full refund of the last order charged to her account. Because Ms. **** was a Preferred Customer and no minimum product point order was placed, an Insured Customer Backup Order was processed for March 2013, in the form of a Convenience Certificate. Melaleuca’s refund policy for Convenience Certificates states that it is non-refundable and can only be redeemed for product (An excerpt from the Terms and Conditions addressing refunds is appended below for reference). However, in an attempt to resolve all concerns for Ms. ****, a full refund has been processed to her credit card in the amount of $53.39
Our records further indicate that Ms. ****’s account was cancelled on April 2, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. **** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms receive after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Convenience Certificate Redemption:
I understand that after I have been a Preferred Customer for six months, I may select Convenience Certificates as my Backup Order, and that I may receive Convenience Certificates as otherwise provided for in these Terms and Conditions. I agree to redeem Convenience Certificate promptly. I understand that if I do not redeem a Convenience Certificate within 12 months of the issue date that is reflected on the Certificate, the unredeemed balance will be converted to a credit on my account, which will be subject to the terms in the Satisfaction Guarantee paragraph below. I understand that Convenience Certificates may be redeemed for product only, and may not be returned for a refund or credit on account, except in certain states.

Consumer Response:

 

I have reviewed the response made by the business in reference to complaint ID 9515813, and find that this resolution is satisfactory to me. 

Regards,

 

***** ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted this company to advise them I had a family loss and would not be able to place my normal monthly order. I requested them to suspend my account and no longer send products or charge my acct for products. They stated they had to send the products out regardless and for me to contact my bank to request "overdraft protection" to prevent the charge from going through. This measure sounds unethical and I refused. They said there was nothing they could do. I have requested form to cease doing business with them. I do not want their products nor do I want them charging may account as of today. How can I stop them.This is horrible. It is also a difficult time of my life due to the death of my father and having to assist my 85 year old mother with handling things.Please help.***** ******

Desired Settlement: Do not what them to charge any of my credit cards on file and do not send any more products.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ** ******. Thank you for bringing this to our attention. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ****** enrolled with Melaleuca as a Preferred Customer on July 5, 2011. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she wished to have her account cancelled for March, and to not be charged for any more products. Our records indicate that Ms. ******’s account was cancelled on April 5, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellations is appended below for reference.)
Because Ms. ****** remained a Preferred Customer in March 2013, and no minimum product point order was placed, an Insured Customer Backup Order was processed. However, Melaleuca never received payment for this order and an owing balance was posted to her account. The order has been returned and the owing balance has been removed.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Backup Order Agreement
I am enrolling as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms receive after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issues to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Although what they stated in reference to the credit and returned product they continue to have placed a shipping charge on my account for the return of product.  According to my conversation with one of their officers

this should not have taken place.  We this is corrected, I will consider this case Closed to my satisfaction.  

 

 

Regards,

***** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

4/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: An old acquaintance tried to sell me on Melaleuca products and even tried to get me to become a salesperson for these "natural" products that I've never tried. Out of support for him, I decided to only sign up for their preferred customer membership. In the end, I didn't have the time or money to spend on these products and they proceeded to send me $65 worth of products and invoiced me for them since my card kept getting declined. Their customer service center gave me two options: to either paying for these unsolicited items in full OR send it back and pay for shipping costs. What I don't understand is, why would they send me a $65 package if my card kept getting declined and then invoice me for it? And why would I be responsible for the shipping costs if they made the decision to send me products that weren't paid for? I not only have to take time out of my day to send this package back but will also have to eat the shipping costs too.

Desired Settlement: I would like a refund for the shipping costs I incur from having to send their unwarranted package of products back to them and would like them to completely remove ALL of my information out of their system as I requested from their customer service department who claims they aren't able to do that. I do not want anymore unsolicited calls or mail coming from them either. Thank you.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ***********. Thank you for bringing this to our attention and allowing us an opportunity to respond.
It appears that Ms. ***********’ dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. *********** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. *********** enrolled with Melaleuca as a Preferred Customer on March 11, 2013. As a Preferred Customer, Ms. *********** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. ***********’ communication to the Better Business Bureau to indicate that she would like to be refunded for the last order charged to her account, including shipping charges. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. Our records indicate that we received payment for the March 2013 backup order, and a full refund of $65.25 has been processed back to Ms. ***********’ credit card.
Ms. ***********’ account was cancelled on April 10, 2013 and, as such, she should not receive any more product or charges. We note that we did not cancel Ms. ***********’ account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Finally, per Ms. ***********’ request, her personal information, including name, address, email address, phone number and credit card information has been removed from our system.
We wish Ms. *********** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms receive after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issues to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2013 Problems with Product/Service | Complaint Details Unavailable
4/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am writing since we are in the middle of a difficulty with this company (Melaleuca) and wanted to alert about this type of dishonest practice. Two months ago we heard a "job offer" on a radio station, but it is not so, she described a source of work and my wife needs one. We called the number they said on the program. Days later a person contacted us in the name of that Lady and coordinate an appointment, came to our house and presented us with a package of information about this "company" and its products, apparently we believed what she said ( our mistake), and end up paying $118.66 on useless products. The mistake was ours to believe her and we thought there would be no more problems simply by not ordering. This does not end there, now we saw a charge of $85.95 to our credit card, we did not ask a thing, we contacted the company and they said that this is the company's policy when one does not order, we did not know that, argue with them, and is a complicated process to get out of this. In addition for them to reimburse us the money, we will have to pay for the return of their products, via UPS.We consider that as a hoax, it is regrettable that someone benefits from a Christian Radio Station to do something like this. This type of schemes, scams and business in pyramids are very difficult to identify. We just want our money back and alert people who, in good faith, rely on this type of business. Thanks.

Desired Settlement: It will be nice if they pay for the return of this products we didnt ask also, people needs to know about this dishonest practices.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ** ***************. Thank you for bringing this to our attention and providing us an opportunity to respond.
Elizabeth and ****** *************** enrolled with Melaleuca as a Preferred Customer on February 7, 2013. As Preferred Customers, Mr. and Mrs. *************** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. ***************’s communication to the Better Business Bureau to indicate that he would like to be refunded in full for the last order charged to his account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and conditions addressing refunds is appended below for reference.) However, in attempt to resolve all of Mr. ***************’s concerns, a full refund for the March 2013 order was processed to his credit card in the amount of $85.95.
Mr. and Mrs. ***************’s account was cancelled on April 3, 2013 and, as such, they should not receive any more products or charges. We note that we did not cancel their account previously because we had not received a written cancellation notice from them in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
Finally, we wish to assure you and Mr. *************** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
We wish Mr. *************** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms receive after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issues to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of he returned product. Credit on account is available for Melaleuca product purchases. If I have unredeemed credit o my customer account, I understand that Melaleuca may make efforts to locate me and advise me in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge my customer account a $10 service fee for each month’s notification process for as long as I have credit on account, unless otherwise restricted or prohibited by law. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my customer account, which credit on account shall be subject to the above notification process and associated service fees, unless otherwise restricted or prohibited by law. Melaleuca reserves the right to cancel the Customer Membership Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product.

Consumer Response:

 

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. 

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/24/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We were billed after we had cancelled our "membership" with this company and they were no longer authorized to bill the credit card used. We were assured there was nothing else to do on our part after we cancelled yet here they are taking more money out of our account. We want this resolved immediately!

Desired Settlement: We want our money returned to us immediately. We will be contacting the bank, cancelling that card and pressing charges since this was an unauthorized charge made on our account.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ********-******. Thank you for bringing this to our attention.
We understand Ms. ********-******’s communication to the Better Business Bureau to indicate that she would like to be refunded for the most recent charge, which was $9.95 for MyMelaleuca service. To resolve all concerns, Ms. ********-******’s MyMelaleuca service was cancelled on April 8, 2013 and a full refund of $9.95 was processed back to the credit card on April 10, 2013. We note that we did not cancel the service previously because we had not received phone or written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ********-****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
Cancellation Rights:
You may discontinue your subscription to MyMelaleuca at any time by calling Melaleuca at
1-800-282-3000, or by sending your written request to:
MyMelaleuca.com Subscription Services
3910 S. Yellowstone Highway
Idaho Falls, ID 83402
You will be charged for the subscription fee and other charges that you incur during the month in which Melaleuca receives your termination request. Your termination request will be effective as of the last day of the month in which it is received by Melaleuca or sooner as deemed appropriate by Melaleuca.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9494993, and find that this resolution is satisfactory to me. 

Regards,

 

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/24/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I faxed in a for to cancel my preferred membership on March 26th. On April 1st, I received an email with an invoice number. I then checked my account and they took $70 out of my account. I talked to someone at Melaleuca and told them that I didn't order anything and didn't authorize $70 to be taken out of my bank account. The man then told me that the woman who helped sign me up with Melaleuca called in and placed the order for me. I never gave her authorization to do so. No company should allow anyone other than the client to place an order for themselves. The package hasn't even been shipped out yet and instead of canceling the order and giving me my money back, I have to wait to receive the package and send it back. It took some fighting before he said they would email me a return slip so that I didn't have to pay the return shipping fee. I have to wait a couple weeks to get my money back that I never authorized them to take. I don't have a couple weeks to wait for the money. I already had to ask my parents for money to grocery shop cause I was down $70.

Desired Settlement: I would like my money back now, not in a couple weeks. They can cancel the order. They don't have to send it to me and wait to get it back before reimbursing me.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ****. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
Ms. **** enrolled with Melaleuca as a Preferred Customer on March 7, 2013. Per Ms. ****’s request, a full refund of $70.49 has been processed to her credit card for the March 2013 order.
Further, Ms. ****’s account was cancelled on April 2, 2013 and, as such, she should not receive any more product or charges.
We wish Ms. **** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

******* ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/24/2013 Problems with Product/Service | Complaint Details Unavailable
4/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have called to cancel this subscription several times, please get them to stop billing me. The keep charging my credit card even though my wife and I have notified them numerous times to cancel the account and stop charging us.

Desired Settlement: Cancel the subscription stop charging my credit card now.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* * *****. Thank you for bringing this to our attention and providing us an opportunity to respond.
Mr. *****’s wife, ******* enrolled with Melaleuca as a Preferred Customer on June 20, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. *****’s communication to the Better Business Bureau to indicate that he would like to have his wife’s account cancelled and to stop being charged. ******* *****’s wife’s account was cancelled on March 29, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. and Mrs. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms receive after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: canceled or should i say tried to cancel supscription but their fax machine would not work nor their web page.so i called and told them not to send anything else and they said they needed it in writng which like i stated earlier. i tried. so i canceled my credit card and told them so and they still sent more and tried to charge my card. so i sent it back and now they are trying to charge me for shipping

Desired Settlement: leave me and other people alone and don't scam them when they cancel

Business Response: We recently received a notice from your office regarding a concern expressed by **** F. *******. Thank you for bringing this to our attention. We appreciate the opportunity Mr. ******* gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
Our records indicate that Mr. ******* enrolled as a Preferred Customer on October 31, 2012. As a Preferred Customer, Mr. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. *******’s communication to the Better Business Bureau to indicate that he cancelled his credit card, in order to prevent Melaleuca collecting payment for his most recent order. Mr. ******* requests that Melaleuca to stop contacting him regarding the owing balance. The reason for the charge corresponds with an Insured Customer Backup Order processed to Mr. *******’s card for January 2013. (An excerpt from the Terms and Conditions addressing Backup Orders is appended below for reference.) Melaleuca never received payment for this order and an owing balance was posted to his account. Melaleuca’s Customer Service department contacted Mr. ******* to attempt to receive payment for the order. The order has been returned and the owing balance has been removed.
Mr. *******’s account was cancelled on March 25, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *******’s account previously because we had not received a written cancellation notice from him in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Mr. ******* all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Backup Order Agreement
I am enrolling as a Preferred Customer. I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms receive after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The rep who happens to be my soon to be ex-daughter-in-law placed an order but did not have the funds in her account to . Since I had placed an order with her 8-10 months earlier using my CC Melalueca had my CC # on file. Instead of denying her order when her card was declined they used my card without my permission or knowledge. On the 3/3/13 I noticed a pending charge. On the 3/4/13 I called them and was told that it appeared the reps the charges had gone through on her CC and the charges on my CC would be reversed. On the 3/6 I checked my account again to find the pending payment had been processed. They told me they'd have to send a request for UPS to return the order before crediting my card. I asked to speak to a supervisor and was transfered *****. After almost 30 minutes on the phone with them I asked to speak to *****'s supervisor. She put me on hold and when she came back said she'd been authorized to credit my account. She said it can take up to 10 days and recommended that call my bank the next day to ask them to expidite the credit. On the 8th I called the bank and was told they had not received any requests from Melaleuca. I called Melaleuca again. This time spoke to ****. I told him that ***** had not processed the request as promised. He assured me she had processed the request on the 5th and that I should keep watching my account for it to appear. I called my bank again this morning (3/11) and was told nothing had been received yet so I called Melaleuca again. **** wasn't available so I asked to speak with a supervisor and was transfer to ***. She told me they had to wait until the order was returned before processing the credit but assured me that the credit had been processed on the 7th which was 2 days after **** had assured me it had been processed. They have lied to me repeatedly. I still do not see that the request has been processed through my bank. This should have never happened. It is pure and simple credit card fraud. They are no better than a thief on the street.

Desired Settlement: I want a personal apology for all the hassle they have caused me. I want my $$$ back in full now, not 10 days from now and it would be nice to be reimbursed for all the minutes I have had to spend trying to resolve this mess that was NOT my fault to begin with.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *******. Thank you for bringing this to our attention and providing us an opportunity to respond.
Our records indicate that Ms. *******’s credit card was put on the account of Rhonda Allen’s in March 2012. Ms. Allen ordered products for Ms. Sweeny on Melaleuca’s website, and indicated that she wanted Ms. *******’s card saved for future orders, as a secondary method of payment. When Ms. Allen’s February 2013 order did not clear on her credit card, our system automatically charged the order to Ms. *******’s cred card in the amount of $66.04. On March 4, 2013, when Ms. ******* contacted us about the unauthorized charge, we removed Ms. *******’s credit card from Ms. Allen’s account and on March 8, 2013, a full refund of $66.04 was refunded to Ms. *******’s card. If Ms. ******* would like confirmation of the refund, we would be happy to provide her the bank reference number.
While doing research on the charge to Ms. *******’s credit card, we discovered another charge processed to Ms. *******’s card, again associated with an order for Ms. Allen. It was for the March 2012 order in the amount of $72.20, which declined on Ms. Allen’s card. Subsequently, Ms. *******’s card was used to clear the owing balance. We have issued a refund check to Ms. ******* for the additional charge of $72.20, which was mailed on March 15, 2013.
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/22/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: This company is taking money from my checking account every month and I am not getting anything from them. When I called customer service I get a different story from every customer service person I speak to. The last gentlemen told me I need to call a number that is only open from hours that I work and it is impossible. He told me to leave a message, but they tell you to call back with no option to leave a number or message. They have over $100.00 deducted from my account and every month this grows as they continue to widthdraw. I am told there is nothing I can do and they will not refund my money. Please help me before they bleed me dry. You can't quit the pyramid scam with this company without a written signature but apparently they can withdraw money from your account by a phone authorization, which I never authorized.

Desired Settlement: I want my money back and out of the pyramid scam they are running.

Business Response: We recently received a notice from your office regarding a concern expressed by **** *******. Thank you for bringing this to our attention.
It appears that Ms. *******’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ******* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ******* enrolled with Melaleuca as a Preferred Customer on July 7, 2007. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like her account cancelled and would like a full refund for the past two orders charged to her account. Our records indicate that in January 2013 Ms. ******* returned four orders. Because she returned over 50% of the total product points purchased in a three month period of time, her account was put on a 50% return hold and was not eligible for further refunds. Also, due to Ms. *******’s account flagged as excessive returns, the system automatically changed her insured customer backup order to a convenience certificate. (An excerpt from the Terms and Conditions addressing returns is appended below for reference.) In attempt to resolve all of Ms. *******’s concerns a full refund for the January 2013 and February 2013 charge, in the amount of $106.78, has been processed to her credit card.
In addition, a second refund of $111.28 has been processed for Ms. *******’s return of her September 2012 and October 2012 orders. This amount constitutes a full refund of product and tax, excluding shipping and handling charges.
Ms. *******’s account was cancelled on March 13, 2013 and, as such, she should not receive any more product or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Excessive Returns
I understand that if I return over 50% of the total Product Points I purchase during any three consecutive months, (1) I will not be eligible to receive a refund for future returns, and will be eligible only to exchange returned products for other products, and (2) any future Backup Orders Melaleuca sends to me will be in the form of a Convenience Certificate.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms receive after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled the subscription w/ Melaleuca back in Oct. 2012 and they kept denying that they rec'd the fax of cancellation , in turn billed my credit card twice and put me over the limit . they shipped two boxes of product and the acct. was clearly cxled and both boxes was shipped back to them . They have since gave me credit for one order return after me insisting to speak w/ a manager. They are claiming they have not rec'd the other box back. Unfortunately my boss who signed me up as a member offered to ship the package back so i did not have to pay the shipping costs . She can not find her receipt from the post office , But assured me that she sent it back . I asked one of the managers there to please check w/ the ware house still have not gotten a response i keep calling their but i feel i am just getting the run around.This should never had happened in the first place since this acct. was cxled . I am getting all kinds of fees from my credit card company because they have put me over the limit twice. I even had to change my credit card # and blocked this merchant from being able to bill me again.So i am still waiting on one credit due for $64.65 and i have rec'd 2 over the limit charges of $29.00 each . And this is not fair to me.I don't know what else i can do. Thank You ***** *******

Desired Settlement: $64.65 and 2 over the limit fees of $29.00 each

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ******* enrolled with Melaleuca as a Preferred Customer on October 1, 2012. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she did not receive her October 2012 order and would like a full refund for the order. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve Ms. *******’s concern, a full refund in the amount of $64.65 was processed to Ms. *******’s credit card for the October 2012 order.
Ms. ******* has already received a full refund for the November 2012 order, in the amount of $64.65.
We further note Ms. *******’s request for a refund of $58 for bank fees she claims were associated with her October and November 2012 orders. If Ms. *******’s would like to send us a copy of her bank statement we would be happy to review the charges and process any additional refunds, if necessary.
Ms. *******’s account was cancelled on December 3, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I responded to a add online and met with man who wanted me to work from home to make extra money. After the presentation I came home and discussed it with my parents and decided it was not for me. My meeting was on January 26th. I called them on the 30th to tell them I was not interested and I was told I had to pay for a month's of products because the cancelation date for each month is the 25th. My Dad spoke with the man on the phone and explained to him I did not understand but they did not care. My Dad even mentioned my learning disabilities and classification but they still did not care. They said they were going to hit my debit card for charges on products I never ordered. They also want to charge a $30 monthly membership. They said that if I do not order products each month they put together an order for me anyway and send it out. I am a single mother of two babies living with my parents and I can't afford to pay this company who is tying to take advantage of people like me. Please help me. The phone number for Melaeuca is 1-208-522-0700. They also said that when I responded online there was a disclaimer there and that was the same as a legal signature. The disclaimer was very long with small print.

Desired Settlement: I did not order anything and I do not want to be responsible for products they will try to send me. I want nothing to do with this company.

Business Response: We recently received a notice from your office regarding a concern expressed by ******** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ******* indicates that by her enrolling as a Melaleuca Preferred Customer she feels that we tried to take advantage of her, which is certainly not the case. In fact, it appears that Ms. *******’ dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ******* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Our records indicate that Ms. ******* enrolled as a Preferred Customer on January 26, 2013. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any (An excerpt from the Terms and Conditions addressing the Preferred Customer Backup Order is appended below for reference.)
We understand Ms. Collin’s communication to the Better Business Bureau to indicate that she wishes to cancel any orders and does not want to be responsible for products sent to her. Our records indicate that because Ms. ******* remained a Preferred Customer in January 2013, and failed to place a minimum product point order, the Insured Customer Backup Order was processed, attempting to charge her account $53.39. However, Melaleuca was never able to collect payment for the order. In an effort to resolve all of Ms. *******’ concerns, the owing balance of $53.39 has been removed from her account.
Ms. *******’ account was cancelled on February 2, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’ account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Back up Order Agreement
If I am enrolled as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front page of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitted a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received, Suspension Forms received after the 25th of the month will be effective the following month… Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2013 Billing/Collection Issues | Complaint Details Unavailable
3/14/2013 Problems with Product/Service | Complaint Details Unavailable
3/14/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I reciently bought into this company melaleuca and hadnt recieved my paperwork when this company charged my cc without me authorizing the transaction of 76.00. Not only am i very upset but know my account is going to have an overdraft fee because of this.they are trying to hide behind the you agreed to this but i never recienved any paperwork or notification that my cc was being charged. They tell me i can return the order ya that is fine but wont get all my money back cause i gotta pay shipping. I want my full money back and will never order from here again.

Desired Settlement: I want ALL my money back shipping included.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* **** ****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. **** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. ****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. **** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. **** enrolled with Melaleuca as a Preferred Customer on January 23, 2013, by way of a digital signature. As a Preferred Customer, Ms. **** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. ****’s communication to the Better Business Bureau to indicate that she would like a full refund for all money charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve all of Ms. ****’s concerns, a pre-paid label was sent to her email address, kmottmesa@yahoo.com, which she may use to return her January 2013 order. Once the returned order is received, a full refund will be issued to her credit card.
Ms. **** also states that she wants to “….never order from here again.” We would interpret this to mean that Ms. **** wishes to have her preferred customer membership cancelled. However, our records indicate that on February 17, 2013, twelve days after her BBB complaint was filed, she place a product order and was charged the preferred customer price. Therefore, it is not clear to us if Ms. **** wishes to remain preferred or to cancel her account. Unless, Ms. **** advises us otherwise, her account will remain preferred. If she wishes to have her account cancelled, we request that she please send us her response in writing, including her name, account and signature.
We wish Ms. **** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have tried on several occasions to cancel any interaction or business with Melaleuca. I have called Melaleuca customer service at least 6 times in an effort to cancel their services. Melaleuca claimes that a form must be filled out in order to cancel services; however, this company has never sent me this form; even thought I have requested it several times. Melaleuca keeps sending me product and I keep returning the products back to them unopened. I have demanded that they stop sending product but they continue to ignore my requests and refuse to send me this "Cancelation Form". I am tired of being harrassed by text message and phone calls from Melaleuca.

Desired Settlement: I would like Melaleuca to stop harrassing me by sending products. I would like them to completely take me out of their system. I do not want to do business with Melaleuca.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ****** enrolled with Melaleuca as a Preferred Customer on November 4, 2012. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she requests Melaleuca to stop contacting her. Because Ms. ****** was a Preferred Customer and no minimum product point orders were placed, Insured Customer Backup Orders were processed for November 2012 and January 2013, and shipped to Ms. ******. Melaleuca never received payment for the orders and owing balances were posted to her account. Subsequently, Melaleuca’s Customer Service department contacted Ms. ****** to attempt to receive payment for the orders. Both orders have been returned and the owing balances have been removed. We have also processed a full refund for her returned membership kit back to her credit card in the amount of $31.39.
Ms. ******’s account was cancelled on March 4, 2013 and, as such, she should not receive any more product or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An
excerpt from the Terms and Conditions addressing cancellation is appended below for reference).
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Backup Order Agreement
I am enrolling as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.
Cancellation Rights
I may cancel/suspend this Agreement for any reason at any time by submitting a completed Suspend My Membership Form to Melaleuca bearing my original signature, printed name, address, and Customer Number. Suspension Forms received by Melaleuca on or before the 25th of the month will be effective the month received. Suspension Forms receive after the 25th of the month will be effective the following month…Forms must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I Called this company and told them I wanted to cancel. They told me no at first and argued with me, then she said I had to do it in writing. She emailed me a form that I filled out and faxed back. I can't go into my own account and remove my credit card iformation and they still continue to send me stuff I didn't order and bill my account.

Desired Settlement: Refudn the last 2 auto shipments that I did not want.....

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ** ***. Thank you for bringing this to our attention and allowing us an opportunity to respond.
Ms. *** enrolled with Melaleuca as a Preferred Customer on June 29, 2012. As a Preferred Customer, Ms. *** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. ***’s communication to the Better Business Bureau to indicate that she would like to receive a full refund for the last two Backup Orders charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in an attempt to resolve this issue, a pre-paid label was emailed to Ms. *** to her email address on our file, jimstruck1@hotmail.com, which she may use to return her order. Once the returned order is received, a full refund will be issued to her credit card. Ms. *** is also requesting a refund of the January 2013 charge. However, Melaleuca never received payment for the order. Therefore, the owing balance of $63.78 has been removed from her account.
Ms. ***’s account was cancelled today and, as such she should not receive any more products or charges. We note that we did not cancel Ms. ***’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. *** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

Consumer Response:

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. 

Regards,

******* ***

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/12/2013 Problems with Product/Service | Complaint Details Unavailable
3/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is one of the companies that promises income to individuals who ask family and friends to join. Someone asked me to "check it out" with no obligation. She is/was new at it, and I was the first one to agree to listen to the sales pitch. Since she was new, she had her sponsor do a conference call with us. While she explained many things, I questioned the business requiring a monthly order, unless a customer puts a hold on what they call a 'backup order'. Also, I questioned a minimum order of $50.00 be required to be placed. I also declined the pitch to be one of their representatives. I agreed to check into it as a "preferred member" because of a pitch of membership being one dollar for the first year, and being able to cancel at any time. I mistakenly gave my credit card number, as it was part of the pitch. I looked into the website a few days later, and decided that none of their products nor business model interest me. I tried to suspend my membership while signed into the site, in my name. Their site asks for reasons why, and prompts to a page where one must print a form, then either mail or fax it to them. I have neither a printer, nor fax, explained it to them in an email, and asked to use that contact as cancellation. Since it was difficult to remove myself from them, I tried to remove my card from their billing page, to no avail. The site does not allow a customer to remove their own card. I believe this might be illegal, since it allows access to banking information without orders being placed. I immediately cancelled the card, and sent them another email stating that I would not be ordering anything from them, and to not send me anything. I got two emails stating that I had to send in the form they demand be used to cancel membership, and I replied both times the same info I just gave you. I've saved all emails to them. I'll need a bit more room to finish the explanation, but now they're billing me for an order not placed or recieved. I was told today that it is a coupon.

Desired Settlement: I want them to stop contacting me, since I have never ordered nor recieved anything from them. In today's phonecall, I was told that the person giving me the pitch should have better explained, and that they could not cancel the open invoice. I never recieved a coupon from them, and besides telling them this, said that I will never purchase anything from them. When the rep began making the same claims, I said I was not a member, goodbye, and hung up. I'm also contacting the FTC. Thanks.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ******* gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
It appears that Mr. *******’ dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Mr. ******* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Mr. ******* enrolled with Melaleuca as a Preferred Customer on January 15, 2013. As a Preferred Customer, Mr. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order.
We understand Mr. ******* communication to the Better Business Bureau in indicate that he cancelled his credit card on file and requests that Melaleuca to stop contacting him about an owing balance for the January 2013 order. To resolve all concerns for Mr. *******, the owing balance of $62.17 has been removed his account.
Mr. *******’ account was cancelled on February 7, 2013 and, as such, he should not receive any more product or charges. We note that we did not cancel Mr. *******’ account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Mr. ******* all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003

Consumer Response:

Updating the form letter resolution to fit this case, here's my reply:  While I disagree with them that I approved an automatic monthly purchase by any name, or any obliged initial purchase, as long as they stay out of my life, I'm fine with that.

I questioned the sales pitch to any commitment to auto ship anything to an individual and invoice them as if they purchased it. As I stated to them and in my complaint, I did not agree to any monthly purchase, nor ever made or recieved any shipment of their products. I think it's laughable to suggest that a 30-40% member discount on a bottle of laundry detergent results in a $17 jug of soap when the equivalent is available for a fraction of that price at any local retailer. This is but one example, and is one more reason I was not and am not interested in even trying their products. I cut them off before they could embezzle money from my bank card. There was never a January order placed or recieved. They should never have invoiced me, but did on numerous occasions- thus my BBB complaint. (The invoice was for $53 and change, not the $62something posted in their reply). I repeated to Melaleuca while signed into their website and via email, that the only way I would submit cancellation would be by those online contacts, not by a more difficult means. Also, I did not have their 'terms and conditions' form in front of me when a friend recruited me as a "Preferred Member" over the phone. The whole business model is to have people ask their friends to sign up, as they probably will just as a favor.

 I will repeat this again, since they will dispute my claims: Just stay out of my life. I will not be contacting or replying to their customer service department, and I will not accept emails or telephone calls from them. I'm sick of dealing with them, and will delete any email contact bearing their name without even looking at it.

***** *******  

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company requires a email or fax in order to cancel the service. I sent a email with the proper paper work on Jan 8. The following month they charge my credit card and send me a shipment. I did save the email I sent them so I have that on record. I called the company to have them fix this and after going around with them and then resending the original email with the attach paper work, they tried to say that in the first email the attachment wasn't there. Which I have proof it was. They said they can only cancel my service starting this month.

Desired Settlement: I would like my money refunded that company charged me after Jan 8, 2013. $64.95

Business Response: We recently received a notice from your office regarding a concern expressed by ******** ****. Thank you for bringing this to our attention and providing us an opportunity to respond.
Mr. **** enrolled with Melaleuca as a Preferred Customer on November 20, 2012. As a Preferred Customer, Mr. **** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. ****’s communication to the Better Business Bureau to indicate that he would like to be refunded in full for the last order charged to his account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve all of Mr. ****’s concerns, a full refund of $64.95 was processed to his credit card for the January 2013 order.
Mr. **** further indicates that he emailed his cancellation on January 8, 2013. However, our records indicate that we did not receive his cancellation letter until February 8, 2013, thus generating the Preferred Customer Backup Order for January, 2013. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Mr. **** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

Consumer Response:

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.

I am sure this has happened to other people as well. As you can see in my attachment, it is a copy of a email I sent to them on Jan 8, 2013. I then called them on Feb 8th, after I received another shipment and had to forward them that same email to "prove that I sent it." If I didn't have it they said there was nothing they could do. In the company's response they said Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received.   So why did they still charge me? Also after trying to contact them about this issue they didn't care at all. Funny now there is a complaint about them they respond.

Thank BBB for your help you are great!!!

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Melaleuca over a year ago. I loved their product, but had a hard time coming up with the required points to purchase each month. I choose in October 2012 to discontinue my service. I emailed them my discontinuation form and believed that to be the end of it. It was not, I was charged $72.80 in November because I didn't cancel properly. I called them and found discovered the problem. I emailed them again in December and tried to cancel again. My contract still didn't end. I faxed the discontinuation of service at the beginning of January and my contract still hasn't ended. I have called and been told there is nothing they can do over the phone they need the cancellation in writing. I have written them three times. I want out of my contract. Since I first contacted them I have been charged $291.20. TO get any kind of refund I must pay $20 to ship the product back to them. I don't feel that I should have to outlay anymore money. I want a full refund for $291.20 worth of product I should never have received.

Desired Settlement: I want a full refund of all product that I should never have received, $291.20, and I want my contract ended.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ***********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. *********** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. *********** enrolled with Melaleuca as a Preferred Customer on February 24, 2011. As a Preferred Customer, Ms. *********** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. ***********’s communication to the Better Business Bureau to indicate that she would like to be refunded in full for the last four orders charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Our call logs indicate that Ms. *********** phoned our Customer Care department on November 6, 2012 and was given all the information necessary to cancel her account. However, we did not receive her cancellation until February 11, 2013, which was the reason why she continued to receive product orders. In an effort to resolve Ms. ***********’s concerns, Melaleuca has processed a full refund for the December 2012 and January 2013 orders, in the amount of $145.60. If Ms. *********** has product from other orders that she would like a refund for, we invite her to do so, at which time a full refund will be processed.
We wish Ms. *********** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.  I have been notified by the company that I will be refunded $145.60.  I will be satisfied with this ending when I see the refund in my account.  As of March 5, I have not been refunded my money.  If I have not received the refund within the week, I will contact again.  Thank you for your help in the situation.

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered from the company and paid with a credit card. The company then sent products a month later that they chose because I didn't order anything and charged my card they had kept on file. When I realized the policy, I just kept the products they sent and paid the unauthorized charge,then I canceled the 'membership'. They sent more after I canceled so I sent the package back unopened. When I realized they charged my credit card anyway, I asked for a refund and can get no response. They keep sending me a letter that I have a credit but they will charge me $10 a month if I don't use it. They will not respond to my request for a refund.

Desired Settlement: I want them to credit my credit card back.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on May 31, 2012. Ms. *****’ account was cancelled on August 7, 2012 and, as such, she should not receive any more products or charges.
We understand Ms. *****’ communication to the Better Business Bureau to indicate that she would like a full refund for the last order charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. Melaleuca’s refund policy also states that if a customer has unredeemed credit on account, Melaleuca may make efforts to notify the customer of this in writing and will charge the customer’s account a $10 service fee for each month’s notification. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve Ms. *****’ concerns, a full refund of $64.65 was processed back to her credit card for the July 2012 order.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Satisfaction Guarantee
If for any reason any Customer is not completely satisfied with any product purchased by such Customer from Melaleuca, the Customer may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit the Customer’s account for the total purchase price of the product (less shipping and handling charges), or (2) upon the Customer’s written request, replace the product without charge, or (3) upon the Customer’s written request, refund the total purchase price of the product (less shipping and handling charges). Refunds, when request will be issued to the original method of payment used to purchase the product unless that method of payment is unavailable in which case a refund check will be issued to the Customer. Unless the Customer request otherwise, Melaleuca will credit the Customer’s Melaleuca account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases. If a customer has unredeemed credit on account, Melaleuca may make efforts to locate the Customer and advise him/her in writing of the credit. Melaleuca may continue to make such attempts on a monthly basis and will charge the Customer’s account a $10US/$15CDN service fee for each month’s notification process for as long as the Customer has a credit on account, unless otherwise restricted or prohibited by law. Refund checks that remain uncased for more than 180 days will not be honored and the amount of the check, less a processing fee of $15US/$22.50CDN and a bank cancellation/stop payment fee of $10US/$15CDN, will be credited to the Customer’s account, which credit on account shall be subject to the above notification process and associated service fees and applicable law. Melaleuca reserves the right to cancel the Customer Agreement of any Customer who abuses the Melaleuca satisfaction guarantee by excessively returning product

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i had placed a order using convience certificates with melaleuca country. i had several of them. i pended the order until my last certificate arrvived. i had already put on the certificates i had. when i placed the last part for 3 addtional orders it did not state the same for convience certificates nor did it verify at the end of my order for my payment option before it went thru. before i knew it my order was placed and was being charged for the last part of my order and going thru wrong bank. this order was placed between 12-1 am cst on 1/23/2013. i called at 7am cst on 1/23/2013 and talked with a customer service rep. she informed me in the short time my order had been out there it was already being shipped and could not change my payment option and she could not add my convience certificate. nothing she could do. i protested. she talked with someone came back and took new payment information on other bank account. but, could not apply convience certificate. not sure why since payment could be worked with. i still gave numb otherwise would go thru account where the funds were not. i called back later when i had more time. rep would look into certificate. i did not hear back. looked on my bank and it went thru wrong account anyway and bounced and caused another check to bounce. i called again. i was told that if i cb monday would 3 way with bank to see if they would waive fee but, they would not refund it to me. the fact they took other bank info and ran it thru wrong account anyway caused my nsf of50.00 and they would not reimburse. i sd will need to return. to many problems with order and wanted a cash refund. they refused to provide a return label. i insisted on him listenng to call. i have never received a cb from the company at this time.***** *******

Desired Settlement: i want to return all of my products from this order at their expense and a full cash refund of the product and last convience certificate. i also want a reimbursement of the50.00 nsf fee on my checking since in the end they ran it thru wrong account anyway. i was told they would run it thru my debit card i gave that morning. it did not happen that way. i also want my account closed with no peneties.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** *** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Our records indicate that Ms. ******* enrolled as a Preferred Customer on November 10, 2011. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like a cash refund for the returned product, a cash refund for the most recent convenience certificate, and a $50 refund for insufficient bank fees she claims were associated with her most recent order. Melaleuca’s policy regarding refund of convenience certificates is that they are non-refundable, and can only be redeemed for product. Further, Melaleuca’s satisfaction guarantee states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve Ms. *******’s concerns, a refund check in the amount of $620.36 has been mailed to Ms. *******’s address. This check constitutes a full refund of Ms. *******’s most recent convenience certificate, $50.00 to cover bank fees Ms. ******* states she incurred in connection with her most recent order, and $516.97 for the product order she returned earlier this month.
Ms. *******’s account was cancelled on January 25, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have only received a refund for the returned items cash price... my refund amount was 454.49.   This is not the amount stated in the response letter as indicated.  Melaleuca issued it under check number ******, dated 02/11/2013.    I have yet to receive a refund for the difference. 

 

Regards,

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

 

Business Response: We received this follow-up response from Ms. ******* regarding her additional refund.  Ms. ******* is correct in that she received a check for $400(ish).  The additional check was just requested yesterday and should go out tomorrow or Friday.  We would ask that Ms. ******* wait a few days – the second refund check should be coming shortly.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cancellation was done within the 3 day grace period (in which I have my confirmed copy)..I recieved a call from a customer service rep requesting for my order. I then informed him,it had been cancelled. After 1 hr 40 mins. 3 supervisors later.I refaxed plus emailed my cancellation order and copy of the original cancellation letter dated within the 3 day grace period, that my order will be cancel for month of Feb. but not for the month of Jan. I will still be charged and an order that will be delivered to my home, with out me creating an order. This was very disappointing, I have to now dispute credit card claim, have my attorney get inviolved for a cancellation that could have been easly resolved over phone. Please contact me with any questions.

Desired Settlement: Not be charged for an order that I have not placed in which my membership was cancelled on my behalf on a timely matter. Please be refunded for any charges. Also confirmation of MEMBERSHIP CACELLATION.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ******. Thank you for bringing this to our attention.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like to confirm that her account has been cancelled and to receive a refund for any charges to her credit card.
Our records indicate that Ms. ****** enrolled as a Preferred Customer on January 28, 2013. At the time of enrollment, Ms. ****** was charged for her membership fee in the amount of $1.06. In attempt to resolve all of Ms. ******’s concerns a full refund for the membership fee has been processed back to her credit card.
Ms. Toldeo’s account was cancelled on January 31, 2013 and, as such, she should not receive any more products or charges.
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Melaleuca products June 27, 2012. On 8/14/2012 I called to cancel my service. I was told a need to send a signed form to cancel service. On 9/8/12 I emailed the signed form to cancel. I was charged $9.95 in Sept, Oct, Nov, Dec, Jan. I called customer service and they would only refund the last two months. Melaleuca makes it difficult to cancel an account. It cannot be done online, by phone, or by email. I repeatedly told them over the phone and by email that I do not want any more charges or service. Then once I actually cancelled they continued to charge me. I believe they make it difficult to cancel service on purpose.

Desired Settlement: I would like a refund for $29.85 for the other three months I was charged after I first called to cancel.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ****** ********. Thank you for bringing this to our attention.
Ms. ******** enrolled with Melaleuca as a Preferred Customer on June 27, 2012. As a Preferred Customer, Ms. ******** signed up for the MyMelaleuca service on July 9, 2012 and agreed to be charged every month for the fee until she notifies Melaleuca that she would like to cancel the service. (An excerpt from the Terms and Conditions addressing MyMelaleuca cancellation is appended below for reference.)
We understand Ms. ********’ communication to the Better Business Bureau to indicate that she would like to be refunded in full for three months of MyMelaleuca fees charged to her account, after the date of her cancellation. MyMelaleuca is a non-refundable service and if the customer is charged in error, Melaleuca would need to be notified within 60 days of the charge. However, in attempt to resolve Ms. ********’ concerns, a refund of $29.85 has been processed back to her credit card. This refund constitutes a full refund for the September, October and November 2012 MyMelaleuca charges.
Ms. ********’ MyMelaleuca service was cancelled on January 16, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ********’ account previously because we had not received phone or a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
Cancellation Rights:
You may discontinue your subscription to MyMelaleuca at any time by calling Melaleuca at 800.282.3000, or by sending your written request to: MyMelaleuca.com Subscription Services 3910 S. Yellowstone Highway Idaho Falls, Idaho 83402
You will be charged for the subscription fee and other charges that you incur during the month in which Melaleuca receives your termination request. Your termination request will be effective as of the last day of the month in which it is received by Melaleuca or sooner as deemed appropriate by Melaleuca.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2013 Billing/Collection Issues | Complaint Details Unavailable
2/15/2013 Billing/Collection Issues | Complaint Details Unavailable
2/15/2013 Problems with Product/Service | Complaint Details Unavailable
2/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had requested in my last telephone conversation at the beginning of December that this company not send out any orders for me and that my membership be canceled as a result of them doing so. I was told that an email would be sent to me, which was not so that I could have this done. I was never shown how to do a back up order or told before becoming a member that If I did not want a product this company would charge me to ship it back and charge me for the shipping of the products to me in the first place. Now I have another shipment sent out with out me wanting it and monies taken out of my account without my authorization. I am not wanting any monies to come out of my account for the December shipment or any of your products anymore. Please correct this situation immediately.

Desired Settlement: I would like my money credited back to my account for the December shipment as I have already paid for the November shipment without wanting too. I also would like for you all to take me off your membership list as requested before and stop sending me unwanted products and charging me for them.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on October 10, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like to be refunded in full for the last order charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve Ms. *****’s concerns, a full refund of $66.04 has been processed back to her credit card in fulfillment of her request.
Ms. *****’s account was cancelled on January 25, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges).

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My sister started selling Melaleuca (which is a great product). Melaleuca had me on a monthly plan to spend a certain amount per month. We started getting overwhealmed with products so I tried to suspend my account by phone, they were not easy to get a hold of. They would not let me suspend my account by phone, even after giving them my account number, name, address and method of payment. They informed me that I would need to write a letter and mail it or fax it ( I do not own a fax so I had to drive and fax it from a company) . They still were trying to send me products even though I faxed my letter. I finally called them again and at first they said they never received my fax and I would have to pay for the order and also the previous order (which I had tried to cancel). I gave them the time and date of my fax. They were able to finally locate it and then proceeded to tell me that I did not sign it. I do not own a fax machine nor a scanner and once again I had to drive and fax a new letter. They then told me If I could not get the letter in asap I would have to pay for the products.They make it very hard to cancel your account! Which I am still waiting to hear if they received my new fax but I will probably have to follow up with another phone call. Be aware that this company locks you in and the only way to get out is to play by their rules or they will send you to collections.

Desired Settlement: I would like people to know what they are getting into when they sign up with Melaleuca, The Wellness Company

Business Response: We recently received a notice from your office regarding a concern expressed by ******* ***** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on January 31, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. (An excerpt from the Terms and Conditions addressing the Preferred Customer Backup Order is appended below for reference.)
Our records further indicate that Ms. *****’s account was cancelled on January 3, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Back up Order Agreement
If I am enrolled as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front page of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I visited a Melaleuca presentation and the representative presented the products and asked people to sign-up to be reps. I completed some of the paperwork however I did not complete the process to be a part of the team. I was called several times and expressed that I was not ready yet. However there was an order placed and I did not ok it! I called Melaleuca and advised them and said I wanted my $120 back. I got a terrible run around and the customer service was horrible and I still had to pay shipping on an order I did not place! I explained the issue and now on January 4th, I view my banking account on line and I see that they have placed another order to my bank account and I called them and they act like they do not understand and had the nerve to ask me to remain a member. I never signed up to be a member and I explained that all over again. I was told that I have to send in request to close an accout that I did not open and like the first time, I have to pay shipping charges for an order I did not place! I will never do anything with Melaleuca again and I advise you not to either. They do not care about customer service or the truth.

Desired Settlement: I want my money back and I want anything, with my name on it, cancelled.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ** ********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she signed Melaleuca’s Customer Membership Agreement, but did not give permission to have her enroller submit the paperwork to Melaleuca. However, it appears that Melaleuca received the signed paperwork and Ms. ******** was enrolled as a Preferred Customer on November 30, 2012. As such, Ms. ******** was charged $101.82 for an order placed on November 30, 2012. She was subsequently charged $67.99 for an order processed on December 31, 2012. Both of these charges have been refunded in full.
Ms. ********’s account was cancelled on January 17, 2013 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ********’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The representative did not disclose the full details during the presentation (even going so far as to say that it's not an MLM when that's exactly what this company is). I understand that this is a fault of that person, however, if they are representing the company, then the company needs to do better training or have a more standardized script. I have received a few latent emails of notes from "group training calls" from some of the regional managers and the sales techniques they utilize and recommend are off-putting, manipulative, and deceptive. I never received my product and the phone supervisor was very rude. They refused to refund the shipping charge because they claimed they were going to follow up with UPS and that was supposed to be enough. Once I stated that I wanted to cancel, I was treated as a problem. I'd gladly pay to return something I had received and wasn't satisfied with, but after not receiving it and reviewing the terms and conditions that weren't disclosed until AFTER they had my financial information, I wanted nothing to do with the company.It's not a safe feeling to know that you can't cancel your account or remove your financial information from the website and have to fax/mail things off and take a plane, a train, and a camel to get that done. I almost want to cancel my debit card just to be sure that I don't have any further issues with this company, but the customer service terms that are not told to you state "I agree to pay a $10.00 service fee in the event a check or charge is dishonored for any reason" and "I will hold Melaleuca, Inc. harmless for all special or consequential damages, whether direct or indirect, resulting from any wrongful debit to my account." So basically if they charge you when they aren't supposed to and should you incur any fee, they're not going to assist you even if it's their fault. All of their BBB Bureau rebuttals are a standardized script, so why can't their recruitment be the same? Use major caution with this company.

Desired Settlement: The customer service supervisor said that he would in no way refund my shipping cost, which is not really fair considering I never received anything and then learned a lot of the negative behind-the-scenes aspects after the fact. I'd like that refunded and also verification that my card will not be charged and that I won't be penalized for anything they charge after I fax AND send off my cancellation form.

Business Response: We recently received a notice from your office regarding a concern expressed by **** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ***** gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
Mr. ***** enrolled with Melaleuca as a Preferred Customer on December 22, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. *****’s communication to the Better Business Bureau to indicate that he would like to be refunded in full for the December 2012 order. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Term and Conditions addressing refunds is appended below for reference.) A refund for the order was processed to his credit card for the amount of $61.24. However, in attempt to resolve Mr. *****’s concerns, a manual refund of $9.18 was processed to his credit card. In total he was refunded the full amount of $70.42.
Mr. *****’s account was cancelled on January 10, 2013 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *****’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Mr. ***** all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Wayne Billman
Director of Customer Care and Business Development
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response I received included the phrase: "We note that we did not cancel Mr. *****’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)" 


This is an attempt to place blame on the customer. I had absolutely cancelled prior to terms stated in the terms and conditions and I have the E-mail and fax receipt and confirmation fax to prove that. I only received the one charge for the products I never received. I cancelled my account soon after. They DID end up refunding the shipping charge after a bad experience with their customer service and my having contacted the BBB. I appreciate that, but I do not appreciate their deceptive wording in the response. I never received my product, went back and forth with UPS who had no idea, I received a random note on my door stating that the package was in my apartment office (it was not), and I was treated horribly by Melaleuca's customer service department ranging from their immediate agents to their supervisors. I submitted my cancellation notice in accordance with their terms and conditions. For them to use a copied and pasted response for customer after customer is incorrect and I am not going to accept blame for their mistakes. 

Regards,

John *****

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started using Melaleuca in August of 2012. When signing up I asked if I did not like it if I would be able to cancel and was told, yes it is really easy. Umm not true, after almost 3 months of dealing with this company, I have only been able to get some of my money back. When dealing with the customer service they were so rude, treating me as if I was an idiot. After countless times of faxing them my cancelltion and being told they have no record of my cancellation form, a supervisor gave me a *personal* fax. Her fax number was false and did not work. I thought I was being ahead of the game doing this all before their cut off date of the 25th. After emailing several times and getting no response and many many phone calls later they had charged me yet again. I had to put a stop payment on my card with the bank and yet they still mailed me an unwanted package. Which I had to pay to ship it back. After finally receiving an email stating my account had been cancelled they are still sending me emails that I owe them money. Or emails that I have a credit. I do not owe you a single cent. I do not want to be a member. They claim to be a family company. In my experience they are anything but that.

Desired Settlement: I want them to stop emailing me that I owe them money. My account is cancelled! I do not want anything to do with this company! I want all my information to be deleted from their accounts!

Business Response:

We recently received a notice from your office regarding a concern expressed by ***** *****. Thank you for bringing this matter to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Our records indicate that Ms. ***** enrolled as a Preferred Customer on August 9, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like Melaleuca to stop emailing her regarding an owing balance on her account. Ms. ***** was charged for a November 2012 back up order. However, Melaleuca never received payment for the order. Therefore, an owing balance was of $58.61 was posted to her account. In an effort to resolve this matter, the owing balance was removed from her account.
Our records further indicate that Ms. *****’s account was cancelled on December 3, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ***** all the best. If she has any further questions, she may contact
Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the
following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed
Cancellation Form to Melaleuca bearing my original signature, printed name, address, and
Customer number. Written cancellations received by Melaleuca on or before the 25th of the
month will be effective the month received. Cancellation forms received by Melaleuca after
the 25th of the month will be effective the following month…. Cancellation notices must be
mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Requested cancelation of service. Talked to a ******* and **** (supervisor and manager). They would not cancel for current month, only next month. We called on 24th to do so and they sent us a blank form. We could not call back to tell them the firm was blank due to them closing on 25th. When we did call back, they both said there was nothing they could do even though this was their employee error. Both ******* and **** stated that they saw where we called to cancel in a timely manner but they sent us a blank form!!

Desired Settlement: Melaleuca to be required to come up with a method to allow its customers to opt out without having to fill out forms from customer service who provides you with a blank form to force you to remain a customer!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried to suspend the monthly taking out of $ by trying to download their form but the link does not work. I tried 5+ times on different computers and now it has caused an overdraft in that account...I am just about going to close that banking account if this does not work. My member number is 70984735 copied and pasted:

Desired Settlement: Unspecified

Business Response:
We recently received a notice from your office regarding a concern expressed by ****** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. *******’s communication to the Better Business Bureau to indicate that she would like her account cancelled. We apologize to Ms. ******* for the difficulty it appears she experienced in downloading Melaleuca’s cancel form from our website. Ms. *******’s account was cancelled on January 2nd, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Nov 19th I filed my letter of intent to cancel services with this company. They continued to advise me that they hadnt gotten the notice. On the 26th of Nov. I was told that they had gotten the letter to cancel membership however it was a day past the dead line, so I would be charged for the Dec. order. I then went to the web sites members area CHANGED MY exp. month and year on file with them to avoid them charging my card. THE COMPANY WENT AHEAD AND SENT OUT THE ORDER DESPITE HAVING BEEN TOLD NOT TO. They tried to bill my card multiple times each time being declined. Then on Dec 7 2012 I have a charge from MELALEUCA FOR 102.33 THIS IS FRAUD! THEY CHANGED MY ACCOUNT INFORMATION WITH OUT MY CONCENT! I called them at once and spoke to a supervisor named Jose, he told me that there wasnt anything he could do because I missed the dead line and that I would have to wait til the product reached my home then return it minus shipping and handling to get a refund. I advised him that they illeagly changed and charged my card.

Desired Settlement: I WANT THE 102.33 PUT BACK IN MY ACCOUNT TODAY. I AM NOT GOING TO PAY FOR ANY OF THE PRODUCT TO INCLUDE SHIPPING AND HANDLING.

Business Response: We recently received a notice from your office regarding a concern expressed by ******* *******. Thank you for bringing this to our attention.
Mr. ******* enrolled with Melaleuca as a Preferred Customer on October 22, 2012. As a Preferred Customer, Mr. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Mr. ******* communication to the Better Business Bureau to indicate that he would like to be refunded in full for the last order charged to his account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve Mr. *******’ concerns, a full refund of $102.33 was processed back to his credit card for his November, 2012 order.
Mr. *******’ account was cancelled on December 3, 2012 and, as such, he should not receive any more products or charges. We note that we did not cancel Mr. *******’ account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish to apologize to Mr. *******’ for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account. We appreciate the opportunity Mr. *******’ gave us to do business with him, and we wish him the best.
If Mr. ******* has any further questions, he may contact Melaleuca’s Customer Service
department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the
following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed
Cancellation Form to Melaleuca bearing my original signature, printed name, address, and
Customer number. Written cancellations received by Melaleuca on or before the 25th of the
month will be effective the month received. Cancellation forms received by Melaleuca after
the 25th of the month will be effective the following month…. Cancellation notices must be
mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the
unused portion of the product, together with a copy of the invoice, to Melaleuca within 60
days of the date of purchase and Melaleuca will (1) credit my account for the total purchase
price of the product (less shipping and handling charges), or (2)upon my written request,
replace the product without charge, or (3) upon my written request, refund the total purchase
price of the product (less shipping and handling charges). If I have unredeemed credit on
account with Melaleuca which is more than six months old, I understand that Melaleuca may
make an effort to locate me and advise me in writing of the credit that is on account.
Melaleuca may continue to make such attempts on a monthly basis and will charge my
account a $10 service fee for each month’s notification process for as long as I have a credit
on account that is at least six months old. I also understand that any refund checks sent to me
that remain uncashed for more than 180 days will not be honored and the amount of the check,
less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited
to my account, which credit shall be subject to the above notification process and associated
service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of
any Customer who abuses the Melaleuca satisfaction guarantee and return policy by
excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: An order was place 11/30/2012 and a shipping label created 12/03/2012 but the item hasn't been shipped. I placed a replacement order 12/11/2012 and received it 12/13/2013. I called Melaleuca several times to cancel the old order and refund my credit card. They continually told me the old order is on the way but *** has not received it to even attempt to deliver. Today is 12/15/2012. I've called at least 4 times and received no help from customer service at all, they clearly don't understand their own shipping processes. I have a copy of the *** email stating they haven't received the package. Here is the tracking number and information. *** has only received notification, nothing else.Tracking #:******************Package Weight:1.8 LBSReceived By:Date Location Description12/3/2012 5:45 PM BILLING INFORMATION RECEIVED

Desired Settlement: I want a refund of 64.05 and my contract or any further dealings with Melaleuca canceled.

Business Response:
We recently received a notice from your office regarding a concern expressed by ******* *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Our records indicate that Ms. ***** enrolled as a Preferred Customer on September 17, 2012. We understand Ms. *****’ communication to the Better Business Bureau to indicate that she would like to be refunded in full for the November 2012 order. Melaleuca’s refund policy states that customers will be refunded for the full amount of the November Backup Order in the amount of $64.05. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve all concerns for Ms. *****, a full refund of $64.05 has been processed back to her credit card.
Our records further indicate that Ms. *****’ account was cancelled on December 20, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’ account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellations is appended below for reference.)
We believe this fully resolves the matter. However, if Ms. ***** has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
We wish Ms. ***** all the best
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed
Cancellation Form to Melaleuca bearing my original signature, printed name, address,
and Customer number. Written cancellations received by Melaleuca on or before the
25th of the month will be effective the month received. Cancellation forms received
by Melaleuca after the 25th of the month will be effective the following month…
Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy.,
Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may
return the unused portion of the product, together with a copy of the invoice, to
Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my
account for the total purchase price of the product (less shipping and handling charges),
or (2) upon my written request, replace the product without charge, or (3) upon my
written request, refund the total purchase price of the product (less shipping and
handling charges). If I have unredeemed credit on account with Melaleuca which is
more than six months old, I understand that Melaleuca my make an effort to locate
me and advise me in writing of the credit that is on account. Melaleuca may continue
to make such attempts on a monthly basis and will charge my account a $10 service
fee for each month’s notification process for as long as I have a credit on account
that is at least six months old……

Consumer Response:

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. 

I would also like to note That Justin Summers response is not applicable. The refund policy shouldn't be applicable to a product/service that was never received. The lack of attention to detail and/or communication is the exact reason why I have decided to no longer do business with Melaleuca.

 

Regards,

 

 

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

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am not able to change any account information online through this company. They have had a pre-authorized payment to come out of my bank which I have not authorized. This may be due to the fact that I set up an account with Melaleuca because I was told that this was going to help me make a residual income. When I set up an account I added in my banking information because I was informed that I needed a memebership kit to get started. ON 30/11/2012 an order of 90.63 was made on my account by someone other then me. I wasnt aware that this payment would be taken out of my bank account and I was charged an NSF fee by my bank as well. The lady who enrolled me ***** ****** ************ has avoided and stopped all contact with me who had infromed me she was a melaleuca representative and was going to help me out with obtaining employment with Melaleuca. When this payment was taken out of my account I contacted ***** and had no reply. I feel that I have been mislead, abused and violated

Desired Settlement: I would really like the order fee of 90.63 and my NSF fee of 42.50 refunded because I was not informed of any payments or orders being made to my account. I would also like my membership fee of 33.35 refunded becasue I was also informed that if I was not 100% satisified with the company that the membership fee would be refunded up to four months. I have not been with Melaleuca for one month.

Business Response:
We recently received a notice from your office regarding a concern expressed by ********* *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ***** that Melaleuca tries to ensure that every customer accepting the Terms and conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ***** enrolled as a Preferred Customer on November 10, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like to receive confirmation that her account has been cancelled. Our records indicate that Ms. *****’s account was cancelled on December 18, 2012 and, as such she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellations is appended below for reference.)
We further note Ms. *****’s request that she be refunded for the November 2012 order that was charged to her account. A Backup Order was processed on November 30, 2012, attempted to charge her $90.63. However, Melaleuca never received payment and we attempted to contact Ms. ***** to collect payment for this order. In an effort to resolve this matter, we processed a refund for the order and removed the owing balance of $90.63 has been removed from Ms. *****’s
account. We have also processed a refund for the membership fee in the amount of $33.35 to a check as requested.
Ms. ***** also requests a refund of $42.50 for the bank fees she claims were associated with the November Backup Order. If Ms. ***** would like to send us a copy of her bank statement we would be happy to review the charges and process any additional refunds, if necessary.
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraph:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We got off the phone with Melaleuca a few minutes ago asking what we could do about our orders this month of November. I know we need to place an order every month and there is a point system to uphold (35pts), BUT we have no money this month due to few jobs rolling in. I called to see if they could do anything for us, they insisted we call family members to pay for products this month on our account, which I find very rude to do so they can 'save' us since we don't have much money. They said we can be discounted $20 plus free shipping, but this also could not work since we'd still be spending at least $45 to uphold the points system of 35pts each month. I asked to cancel the account since we had no money (we have only approx $30 in our account), but said they couldn't do that since the contract says we have to do that by the 25th of the month. Meaning, our backorder would still go through, we would still have to pay, and also we would go under in our account which we will end up being charged a fee for going under. We had no idea we were going to have such a hard time with finances this month, there isn't much we can do on our end, our money goes to groceries and gas first! They would not budge one bit, saying they didn't have the authority to change anything on the account and we were talking to a supervisor! We are stuck at this point, no money, they are threatening to still do a backorder and that will certainly be almost $70 this month. We didn't want to cancel, just wanted help this month, continue forward, and have good customer support. After what we just dealt with, we certainly DO NOT want to stay with this company, but we also cannot pay and need this figured out. We cannot afford this month with Melaleuca...all I want at this point is to cancel, but that won't go into affect until next month and we'd still be stuck with a big bill we cannot afford.

Desired Settlement: If we are charged for a backorder plus an overage fees on our account, I want that money refunded. ANYTHING we are charged...I want refunded back.

Business Response:
We recently received a notice from your office regarding a concern expressed by ******* *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Our records indicate that Ms. *****’s husband, **** *****, enrolled with Melaleuca as a Preferred Customer on October 17, 2012. As a Preferred Customer, Mr. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like to be refunded in full or the last order charged to her account. Melaleuca’s policy states that customers will be refunded for the full price of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions address refunds is appended below for reference.) Although Melaleuca was not at fault in processing the November order, in attempt to resolve Ms. *****’s concerns, a full refund for order has been processed to the credit card on file, in the amount of $62.97. In addition, a postage-paid pre-return label has been sent to Mr. and Mrs. ***** to be used to return the order to us at no cost to them.
Ms. ***** also requests a refund for the bank fees she claims were associated with the most recent order. If Ms. ***** would like to send us a copy of her bank statement we will review the charges and process any additional refunds, if necessary.
Our records indicate that Mr. *****’s Preferred Customer membership was cancelled on December 3, 2012. As such, no more products or charges will be processed. We note that we did
not cancel Mr. *****’s account previously because we had not received a written cancellation notice from him in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Mr. and Mrs. ***** all the best. If they have any further questions, they may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Melaleuca continued to ship me products even after I sent them e-mails asking them NOT to, and made phone calls to them requesting that they stop shipment and recall shipment. They chose to arbitrarily ship me products that I NEVER ordered, and then when I returned the products, they refuse to refund the full amount to my credit card, even after I let them know via phone calls and e-mails that I DID NOT WANT their products and for them NOT to ship them to me. They insist on charging me shipping for products I NEVER ORDERED and refuse to acknowledge that I had cancelled my membership and in spite of NEVER HAVING ORDERED their products, they chose to ignore my requests.

Desired Settlement: The company needs to refund the full $70.18 to my credit card, not just $53.65 for products.

Business Response:
We recently received a notice from your office regarding a concern expressed by ****** *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on March 22, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. *****’s communication to the Better Business Bureau to indicate that she would like a full refund for the October 2012 order she received as a Preferred Customer. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However in attempt to resolve Ms. *****’s concerns, a full refund of $70.18 has been processed back to her credit card. This amount constitutes a complete refund for the October 2012 backup order.
Our records also indicate that Ms. *****’s Preferred Customer membership was cancelled on November 19, 2012. As such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer
Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I CALLED AGENT THAT SIGNED ME UP 3 DAYS AFTER ADVISED HER i WAS NOT GOING TO JOIN AS I WAS HAVING HEALTH PROBLEMS AND COULD NOT AFFORD IT SHE DID NOT ADVISE ME AT THAT TIME I WOULD NEED TO SEND IN WRITING TO THE COMPANY THAT I WANTED TO CANCEL MY MEMBERSHIP. I SPOKE TO HER A COUPLE TIMES AFTER THAT NO MENTION TO WRITE COMPANY AN EMAIL WENT OUT TO ME ON OCT 31 STATING MY ORDER WAS GOING TO BE SHIPPED I WAS IN THE HOSPITAL I WAS DRAFTED FROM MY ACCOUNT 63.73 FOR A BACKUP ORDER THAT WAS SENT BECAUSE I DID NOT PLACE MY ORDER. I THOUGHT I WAS CANCELED BECAUSE I SPOKE TO *** ****** THE AGENT THAT SIGNED ME UP. THEY ADVISED THAT I CAN SEND IT BACK AT MY OWN EXPENSE FOR REFUND. TOTALLY BOGUS COMPANY BAD CUSTOMER SERVICE

Desired Settlement: MY SHIPPING COST REFUNDED TO ME

Business Response:
We recently received a notice from your office regarding a concern expressed by ***** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ****** enrolled as a Preferred Customer on October 9, 2012. As a Preferred Customers, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. ******’ communication to the Better Business Bureau to indicate that she talked to her enroller and expressed to her the desire to cancel. Per Melaleuca’s cancellation provision, Customers are required to submit a written request to cancel. Ms. ******’s enroller could not, nor would she have been allowed to cancel the account on behalf of Ms. ******. We apologize if Ms. ****** was given incorrect information regarding the cancellation of her preferred status. In an attempt to resolve Ms. ******’s concerns, a full refund of $63.73 has been processed back to Ms. ****** in the form of a check.
Ms. ******’s account was cancelled on November 13, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted them back in September 2012 to cancel. They said it was one day to late for that month and I had to take the order. Not satisfied. Then I received a phone call last night saying I had to take another order. I told ***** in customer service I had cancelled in Sept. she said no I had to take another order. I said do not ship it, and do not charge my card. well today they charged my card the order has not gone out I said I would refuse the order. basically they said I had to take and they will not reverse the charges. I want my $65.71 put back on my card. There business practices are bad. Now my electric will be shut off on Monday because they took my money. The Supervisor **** I spoke with said they might refund it only after they send me the products and I send them back. But as of today they have not shipped anything and all I want is a refund

Desired Settlement: To have my $65.71 that they charged my account put back on my card. And no further contact from them at all, no future orders I want everything cancelled like I thought it was in September

Business Response:
We recently received a notice from your office regarding a concern expressed by ***** ********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ******** enrolled with Melaleuca as a Preferred Customer on June 12, 2012. As a Preferred Customer, Ms. ******** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand Ms. ********’s communication to the Better Business Bureau to indicate that she would like to be refunded in full for the October, 2012 order that was charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve Ms. ********’s concerns, the October order was intercepted before delivery to Ms. ******** and a full refund in the amount of $65.71 has been refunded back to her credit card.
Ms. ********’s account was cancelled on November 8, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ********’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/2/2013 Problems with Product/Service | Complaint Details Unavailable
1/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On September 11, 2011, I signed up for Melaleuca. After receiving shipments for 10 months, I cancelled my Membership mid July 2012. I went to their website filled in all the requested information and submitted the forms. At the end of July Melaleuca shipped me a back up order, without obtaining payment from my credit card. The credit card I had on file had to be closed in July because my account number has been compromised. After receiving this shipment I started receiving e-mails and calls saying I had a balance due. I called their customer service number and told them that I had cancelled my membership and I would be happy to return the shipment sent in error. They told me that my account was not cancelled and they would not pay the shipping for the return of their product. This was their error in sending me a shipment without obtaining payment first and on a cancelled account. I did return the product and now they are calling me stating I still owe the return shipping fee, just over $14.00. Their website allows and request information for cancelling a membership. If additional action is required, then THEIR WEBSITE IS MISLEADING. And their lack of customer service is unlike any I have ever experienced. After reading other complaint I see I am not the only one to had experienced this trouble.

Desired Settlement: I want the shipping amount they say I owe removed from my CLOSED ACCOUNT I have with them.

Business Response: We recently received a notice from your office regarding a concern expressed by ****** ***. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. *** gave us top do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.

Ms. *** enrolled as a Preferred Customer on September 15, 2011. As a Preferred Customer, Ms. *** committed to order a certain amount of products from Melaleuca's catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health ssavings programs. By accepting the Terms and Conditions of Melaleuca's Customer Membership Agreement, Preferred Cusotmers agree to receive and pay for a Backup Order in any month during whichy they do not order at least the amount of products that they committed to order. Preferred Cusotmers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.

Ms. ***'s account was cancelled on October 15, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Mr. ***'s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)

We understand Ms. ***'s communication to the Better Business Bureau to indicate that she would like the shipping charges posted as owing removed from her account. Melaleuca's refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) In an effort to resolve Ms. ***'s concerns, the owing balance of $14.68 has been removed from her account. We wish Ms. *** all the best. If she has any further questions, she may contact Melaleuca's Customer Service department at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/26/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: this companies accounting is really bad. i was charged twice for the membership. called and canceled my membership and wasnt informed that i needed to feel out paperwork to cancel it by a representative. refuse to give back shipping on a service i had canceled. terrible customer service. would never do business with them again!!!!!!!!

Desired Settlement: my money back for wasting my time

Business Response:
We recently received a notice from your office regarding a concern expressed by ****** ** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. *******’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ******* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ******* enrolled with Melaleuca as a Preferred Customer on August 15, 2012. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
In an effort to resolve Ms. *******’s concerns, we have refunded her $38.59. This refund constitutes a full refund for two business kits of $15.84 each, plus $6.91 for shipping charges. We apologize to Ms. ******* for the inadvertent double charge of the business kit. This was not our intent.
Ms. *******’s account was cancelled on November 7, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellations is appended below for reference.)
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
Cancellation **ghts
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2)upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have a credit on account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancellation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership agreement of any Customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/26/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This compaany has no problems signing customers up over the internet or phone, but if one is dis-satisfied with the service or products, and wants to discontinue said membership, one must jump through hoops not made clear in the intitial activation, but is surely in the fine print used to print out more than several pages of info that is often times just as unclear and misleading to the average customer. We were charged unknowingly as new customers for stuff we did not order, that is stealing, regardless of what they say is in the paper work, if it was not disclosed up front then it was not disclosed. They then refused to cancel the membership upon notification of dis-satisfaction and further attempted to steal more money after the notification to cease membership, and lied about whether there is another way to cancel. They will take your money any day of the month, but if you want it to stop, you have to jump through a series of fine print hoops that until you find out the hard way you do not know about.This is unacceptable business practice and it is allowed to go on everyday as people like myself typically dont say anything. Well not anymore.

Desired Settlement: I think I deserve the money I put into this unsavory situation, as I bought and used products that were less than satisfactory, do not live up to the claims as being organic, and then they proceeded to waste my time which is worth ten times the amount I gave this company in payment for any product. I told them I did not want any more, they said they were going to send, bill and continue doing this till i met their specific ridiculous requirements to cancel the membership.

Business Response:
We recently received a notice from your office regarding a concern expressed by ***** ** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. ** appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. ******’s dissatisfaction may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. ** wish to assure you and Ms. ****** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Under our Customer Membership Agreement, consumers can enroll with Melaleuca as either "Direct Customers" or "Preferred Customers." Direct Customers can order products from Melaleuca’s catalog at regular prices anytime. Preferred Customers commit to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. (An excerpt from the Terms and Conditions addressing the Preferred Customer Backup Order is appended below for reference.)
Our records indicate that Ms. ****** enrolled as a Preferred Customer on August 29, 2012. ** received Ms. ******’s cancel letter and her account was cancelled on November 2, 2012. ** note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
Finally, if Ms. ****** has any products that she would like to return we would be happy to issue a full refund upon its return to Melaleuca. (An excerpt from the Terms and Conditions addressing returns is appended below for reference.)
** wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Back up Order Agreement
If I am enrolled as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front page of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. **itten cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges).

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/26/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have asked this company numerous times to cancel my order and they continue to send and charge my credit card. They keep sending the product and tell me I have to return it. I canceled it. If they want it they can come pick it up. I'm tired of their illegal business practices.

Desired Settlement: Full refund of the last 3 charges of $64.05 each and stop sending me their product.

Business Response:
We recently received a notice from your office regarding a concern expressed by ***** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
Ms. ****** enrolled with Melaleuca as a Preferred Customer on May 15, 2012. As a Preferred Customer, Ms. ****** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. (An excerpt from the Terms and Conditions addressing the Preferred Customer Backup order is appended below for reference.)
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like to be refunded in full for the July, August, September and October 2012 orders. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions address refunds is appended below for reference.) However, in attempt to resolve all concerns for Ms. ******, a full refund was of $256.20 was processed back to her credit card. Additionally, we have mailed out pre-paid labels to Ms. ******’s home address to cover the shipping charges if Ms. ****** would like to return the orders back to Melaleuca.
Ms. ******’s account was cancelled on November 8, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. ******’s account previously because we had not received a written cancellation notice from her in
accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions address cancellation is appended below for reference.)
We wish Ms. ****** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Backup Order Agreement
If I am enrolled as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front page of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitted a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month… Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product, together with a copy of the invoice, to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges). If I have unredeemed credit on account with Melaleuca which is more than six months old, I understand that Melaleuca may make an effort to locate me and advise me in writing of the credit that is on account. Melaleuca may continue to make such attempts on a monthly basis and will charge my account a $10 service fee for each month’s notification process for as long as I have credit on
account that is at least six months old. I also understand that any refund checks sent to me that remain uncashed for more than 180 days will not be honored and the amount of the check, less a processing fee of $15 and a bank cancelation/stop payment fee of $10, will be credited to my account, which credit shall be subject to the above notification process and associated service fees. Melaleuca reserves the right to cancel the Customer Membership Agreement of any customer who abuses the Melaleuca satisfaction guarantee and return policy by excessively returning product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/26/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Melaleuca uses deceptive practices including misleading labeling of documents to make it difficult for customers to cancel their accounts. I signed a customer agreement form to become a preferred customer which states that to cancel an account a form titled "Cancellation Form" must be signed and returned to the company. However, the Melaleuca website does not have a form titled "Cancellation Form". Rather the form used to cancel an account is linked on the website and titled "Suspend Preferred Customer Benefits Form". The term "Suspend" is not equivalent to the term "Cancel" and is misleading and deceptive. Suspending preferred customer benefits is not equivalent to cancellation of an account. I attempted to cancel my account in April by logging into the melalueca website but could not find the "Cancellation Form" indicated in the customer agreement. Searching the website using the word "cancel" did not produce a form titled "Cancellation Form" as indicated in the customer agreement. The customer agreement form states: "I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer Number." It is evident that there was no form on the website entitled "Cancellation Form". Due to the hospitalization of my newborn baby which would require a subsequent 2 month hospital stay, I contacted Melaleuca by phone and requested immediate cancellation of my account and notified the representative to discontinue monthly product shipments immediately. The customer service representative instructed me to fill out the "Cancellation Form" from the Melaleuca website - I noted that I could not find the form from my prior attempt and the representative only said it was under "My Accounts" but did not say the name of the form, I could not cancel my account and continued to recieve shipments that I didn't want or need delivered to our house while my new family was in the hospital.

Desired Settlement: Melaleuca needs to recognize the deceptive nature of the terminology used on its customer agreement form in regarding its use of the word "Cancellation Form" which is in clear contrast to the form available and required to cancel an account titled "Suspend Preferred Customer Benefits Form". As a result of this discrepancy I was unable to cancel my account in April and continued to recieve 7 months of shipments from Melaleuca. These shipments need to be refunded and the terminology changed.

Business Response:
We recently received a notice from your office regarding a concern expressed by ***** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.

Ms. ******* enrolled with Melaleuca as a Preferred Customer on February 12, 2012. As a Preferred Customer, Ms. ******* committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca.
We understand and value Ms. *******’ communication to the Better Business Bureau. We appreciate the concerns she addressed and her constructive feedback and we will take it under consideration as we continue to strive to better serve the interests of our customers. In an attempt to resolve Ms. ******* concerns, we have refunded her in full for the September 2012 and October 2012 orders, in the amount of $144.96. If Ms. ******* has additional product that she would like to return, we would be happy to issue a full refund upon its return to Melaleuca.

Our records also indicate that Ms. ******* Preferred Customer membership was cancelled on November 9, 2012. As such, she should not receive any more products or charges. We note that we did not cancel Ms. ******* account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)

We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.

Sincerely,
Justin Summers
Director of Customer Care
JS/ma


The Terms and Conditions of the Customer Membership Agreement include the following paragraph:

Cancellation Rights

I may cancel this Agreement for any reason at any time by submitting a completed
Cancellation Form to Melaleuca bearing my original signature, printed name, address,
and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…
Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Melaleuca did not resolve the misleading terminology contained in their customer agreement and failed to rectify our complaint.  Rather, the response received from Melaleuca cited the very customer agreement clause we are disputing which makes it difficult for customers to cancel using a "Cancellation Form".  As labelled, the "Cancellation Form" cited in the customer agreement cannot be found on the website.  This form is instead found on the website titled "Suspension of Prefferred Benefits".  Many other customers appear to have the same problems with this fraudulent naming convention resulting in the unintentional purchase of additional product which Melaleuca, in turn, profits from.  We certainly would like to extend another opportunity for Melaleuca to fully resolve our complaint before legal action on behalf of the class of former Melaleuca customers is pursued. 

Regards,

 ***** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/5/2012 Billing/Collection Issues | Complaint Details Unavailable
11/21/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I enrolled with Melaleuca in July 2012, called and cancelled member ship August 2012. told over phone it had been cancelled, filled out form and sent to them stating to cancel. Paid for the one shipment of products sent automatically. Thought it was done. In September 2012,got e-mail from ***** ******* (the one that signed me up) that I was still showing active on her list. I called Melaleuca, told them this had been cancelld back in August. I told them to cancel automatic shipment (I found out a day after the 25th of the month) I tried to fill out the form again, it wouldn't open so I sent them a personal letter and faxed to them. Telling to cancel everything. I got e-mail telling me it had been cancelled. Then UPS stopped by with a package from Melaleuca, I refused it and sent back to them. I also put a stop payment with my bank because I sent it back and I should not have to pay for something that I didn't keep and had told them to cancel. Now, I'm getting e-mails and phone calls telling me that I owe over 70.00 for the shipment that I sent back previously I was told it was 16.00 for their processing of something that I sent back. I have copies of the letter I sent to them and I have kept the e-mails.

Desired Settlement: I want them to stop calling and sending me e-mails for something that I sent back and I had cancelled membership. They have the products, I didn't open them. I do not owe them anything and I WILL NEVER PURCHASE ANYTHING MELALEUCA. I will not pay them a dime for something that was sent back to them and they were told t cancel memebership back in August.

Business Response:
We recently received a notice from your office regarding a concern expressed by ******* *****. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ***** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. *****’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ***** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ***** enrolled with Melaleuca as a Preferred Customer on June 20, 2012. As a Preferred Customer, Ms. ***** committed to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. (An excerpt from the Terms and Conditions addressing the Preferred Customer Backup Order is appended below for reference.)
Because Ms. ***** remained a Preferred Customer in September 2012, and no minimum product point order was placed, the Insured Customer Backup Order was processed, attempting to charge her account $72.69. However, Melaleuca was never able to collect payment for the order. In an effort to resolve Ms. *****’s concerns, the owing balance has been removed from her account.
Additionally, our records indicate that Ms. *****’s account was cancelled on October 2, 2012 and, as such, she should not receive any more products or charges. We note that we did not cancel Ms. *****’s account previously because we had not received a written cancellation notice from her in accordance with the Terms and Conditions of our Customer Membership Agreement. (An excerpt from the Terms and Conditions addressing cancellation is appended below for reference.)
We wish Ms. ***** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Back up Order Agreement
If I am enrolled as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front page of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.
Cancellation Rights
I may cancel this Agreement for any reason at any time by submitting a completed Cancellation Form to Melaleuca bearing my original signature, printed name, address, and Customer number. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Cancellation forms received by Melaleuca after the 25th of the month will be effective the following month…. Cancellation notices must be mailed to: Melaleuca, Inc., 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9270569, and find that this resolution is satisfactory to me.  Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/16/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My name is ********* ********* and i am complaining because this company is a bunch of thief's in the month of july i had ordered them to stop sending me product but they didn't they said oh we lost the form you sent us to stop. so we were ok once is ok second time we sent it they did it again. After that the second form i thought that's it no more product but they kept charging my card every month and i always sent back the product but they keep on taking away from me i got my bank involved they did nothing they have taken to much money from me and maybe even more people

Desired Settlement: Give back all the money they stole and leave me alone

Business Response:
We recently received a notice from your office regarding a concern expressed by ********* ****** *********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Mr. ********* gave us to do business with him, and extend our apologies to him for any inadvertent errors that may have prevented us from being more responsive to his inquiries regarding his account.
It appears that Mr. *********’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Mr. ********* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Under our Customer Membership Agreement, consumers can enroll with Melaleuca as either "Direct Customers" or "Preferred Customers." Direct Customers can order products from Melaleuca’s catalog at regular prices anytime. Preferred Customers commit to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. (An excerpt from the Terms and Conditions addressing the Preferred Customer Backup Order is appended below for reference.)
We understand Mr. *********’s communication to the Better Business Bureau to indicate that he would like to be refunded for the orders charged to his account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.)
Our records indicate that Mr. ********* enrolled as a Preferred Customer on November 11, 2011. Because Mr. ********* remained a Preferred Customer in June 2012 and no minimum product point order was placed by him, a Backup Order was processed, charging his account $82.87. However, Mr. ********* disputed the charge with his bank and received a refund from his bank, therefore leaving an owing balance on his Melaleuca account. Melaleuca made several attempts to contact Mr. ********* to collect payment for order, without success. The order was
returned and the owing balance has been removed from his account. If Mr. ********* has any product that he would like a refund for, we would be happy to issue a full refund upon its return to Melaleuca.
Finally, Mr. *********’s account was cancelled on July 3, 2012. Therefore, he should not receive any more charges or orders.
We wish Mr. ********* all the best. If he has any further questions, he may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Back up Order Agreement
If I am enrolled as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front page of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges.) (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases…

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company appears to force customer to accept their products after they have canceled their membership. I canceled my member ship with this company several months ago and they drafted my account with out my permission. Upon canceling my account i advised them not send or ship out any more products to me. They then shipped a back order after i advised them in writing and refused to have UPS return to pick up the package. I was told that I would have to pay for the package to be returned I made several attemps to get this package back to them and was told even if i sent it back they would charge me for the shipping. Once I sent them in writitng to cancel that should have stopped any futher products. Product_Or_Service: US MEMBER SHIP Order_Number: ******** Account_Number: ********

Desired Settlement: DesiredSettlementID: Refund I want half the money they took out of my account last week with out my authorization. I did not authorized them to debit my account. THis account was canceled and they were notified in writing. I also want them to delete any information pertaining to me out of there system and they are not to tamper with my account they were not authorized to do so.

Business Response:
We recently received a notice from your office regarding a concern expressed by ******** *******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******* gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
It appears that Ms. *******’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ******* that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Under our Customer Membership Agreement, consumers can enroll with Melaleuca as either "Direct Customers" or "Preferred Customers." Direct Customers can order products from Melaleuca’s catalog at regular prices anytime. Preferred Customers commit to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. (An excerpt from the Terms and Conditions addressing the Preferred Customer Backup Order is appended below for reference.)
Our records indicate that Ms. ******* enrolled as a Preferred Customer on June 11, 2012. A July Backup Order was shipped out to Ms. ******* but Melaleuca did not receive payment for the order until October 2, 2012. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing
refunds is appended below for reference.) However, in attempt to resolve all concerns with Ms. *******, we have mailed a return label to her home address: 4618 Tracemeadow Dr., Houston, TX 77066 to cover the shipping charges for the return of her July order. If Ms. ******* has any product that she would like to return we would be happy to issue a full refund upon its return to Melaleuca.
Finally, our records indicate that Ms. *******’s account was cancelled on August 8, 2012 and, as such, she should not receive any more products or charges. Per Ms. *******’s request, we have deleted her personal information from our system.
We wish Ms. ******* all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Back up Order Agreement
If I am enrolled as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front page of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I received an email response to my resume, I was led to believe that I'd soon have a job. The virtual briefing I was asked to attend was very misleading as well. Once my child became ill, I knew it would be impossible for me to recruite 4-8 people within 4 days as ******* ******** wanted me to and I certainly wouldn't be able to afford $50 or more for the products she said I'd have to buy. So I sent her an email letting her know why I was unable to continue marketing. I even went to my bank and explained it all to them so to protect my account, I cancelled my card and got a new one. Instead of listening to me, Melalueca sent packages to me anyway. When I went to UPS to have them returned, I was informed that I'd have to contact Melalueca for some type slip in order for the packages to be returned. But instead of simply sending me the required slip(s), the phone rep said that I would be responsible for the shipping! When I sent an email letting them know that I'm unemployed and wouldn't be responsible for shipping UNOPENED packages, they turned around and found some way to get into my bank account anyway and causing me to be over drawn by $197.00!!! I have filled out a suspension form and emailed it to them (***** *** ********)claimed that the form wasn't attached and suggested I resend it to myaccount@melaleuca.com. I sent it to that email address plus info@melaleuca.com and am currently looking for other ways to get these packages to them without forcing me to spend more money than necessary. But they have admitted that another will be arriving regardless!

Desired Settlement: For Melalueca to reimburse me for the shipping of these unwanted packages since I'm unemployed and seeking employment! Its hard enough for me to keep gas in my car so I can get to and from food banks let alone look for work. It'll cost $9.85 for me to send one of their packages back through USPS so naturally it'll cost even more to send the crap back through UPS.

Business Response: We recently received a notice from your office regarding a concern expressed by ***** ***** ********. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ******** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.

Under our Customer Membership Agreement, consumers can enroll with Melaleuca as either "Direct Customers" or "Preferred Customers." Direct Customers can order products from Melaleuca’s catalog at regular prices anytime. Preferred Customers commit to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. (An excerpt from the Terms and Conditions addressing the Preferred Customer Backup Order is appended below for reference.)
Our records indicate that Ms. ******** enrolled as a Preferred Customer on August 26, 2012. Her account was cancelled, per her written cancel request, on October 4, 2012. Therefore, she should not receive any more products or charges.
Ms. ******** states that she would like a refund for the shipping charges for the orders that were returned. Melaleuca’s refund policy states that customers will be refunded for the full price of returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in an attempt to resolve Ms. ********’s concerns, we have refunded her for the returned membership kit in the amount of $1.08. Ms. ******** also returned the August order and a partial refund of $34.27 was processed on October 15, 2012. Today
the remaining $31.04 was refunded, bringing the total amount of her refund to $66.39. Melaleuca never received payment for the September order and the owing balance has been removed from her account.
Also, Ms. ******** states that because of Melaleuca charges, her account was put in overdraft status, and she is requesting a refund of bank fees. We invite Ms. ******** to send us bank statements noting the bank charges and we would be happy to review the charges at that time. She may email the information to Julie Miller, in Melaleuca’s legal department, julmiller@melaleuca.com.
We wish Ms. ******** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Back up Order Agreement
If I am enrolled as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front page of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2012 Problems with Product/Service | Complaint Details Unavailable
11/15/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a monthly membership with Melaleuca. Twice I have informed them, through their website and once via fax, to end my membership. They continue to take money out of my bank account. My customer number is ********

Desired Settlement: I want $72 returned to my bank account immediately and for Melaleuca to cancel my membership and stop taking money from my bank account.I want written confirmation that they have done so.

Business Response:
We recently received a notice from your office regarding a concern expressed by ******* ** ***. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. *** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ***’s communication to the Better Business Bureau to indicate that she would like to receive confirmation that her account has been cancelled. Our records indicate that Ms. ***’s account was cancelled on October 8, 2012 and, as such, she should not receive any more products or charges.
Ms. *** enrolled as a Preferred Customer on May 7, 2012. Under our Customer Membership Agreement, consumers can enroll with Melaleuca as either "Direct Customers" or "Preferred Customers." Direct Customers can order products from Melaleuca’s catalog at regular prices anytime. Preferred Customers commit to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. (An excerpt from the Terms and Conditions addressing the Preferred Customer Backup Order is appended below for reference.)
Ms. *** states that she would like to be refunded in full for the most recent order processed to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) Based on the information on Ms. ***’s account, it appears that she has returned several items over the previous month, for a total value of
$70.04. This refund of $70.04 has been processed back to Ms. ***’s method of payment on file.
We wish Ms. *** all the best. If she has any further questions, she may contact Melaleuca’s Customer Service department at 1-800-282-3000.
Sincerely,
Justin Summers
Director of Customer Care
JS/ma
The Terms and Conditions of the Customer Membership Agreement include the following paragraphs:
The Preferred Customer Back up Order Agreement
If I am enrolled as a Preferred Customer, I agree to purchase products totaling at least the specified Product Point value (35 or 75) each month, which I selected in Section 1 on the front page of this Agreement. I also agree to pay any and all applicable sales taxes and all shipping and handling charges. By enrolling as a Preferred Customer, I authorize Melaleuca to ship the Backup Order designated in this Agreement for any calendar month in which my product orders do not equal or exceed my Product Point commitment. Melaleuca is under no obligation to ship any products if the authorized accounts are overdrawn or have been closed.
Satisfaction Guarantee
If I am not completely satisfied with any product I purchase from Melaleuca, I may return the unused portion of the product together with a copy of the purchase receipt to Melaleuca within 60 days of the date of purchase and Melaleuca will (1) credit my customer account for the total purchase price of the product (less shipping and handling charges), or (2) upon my written request, replace the product without charge, or (3) upon my written request, refund the total purchase price of the product (less shipping and handling charges.) (Refunds, when requested, will be issued to the original Method of Payment used to purchase the product unless that Method of Payment is unavailable, in which case a refund check will be issued to me.) Unless I request otherwise, Melaleuca will credit my account for the purchase price of the returned product. Credit on account is available for Melaleuca product purchases….

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Two weeks ago I signed up for services with this company.I was told that I would need to order "once a month". The reason I was initially interested in this company's products was because they were said to be healthier-the company says it is a "wellness" company. After looking at the ingredients I noticed that there are toxic and unhealthy items. Before I could cancel the membership I received a notice by email that they had shipped me an order, even though I have never placed an order. When I called the company they said it was impossible to stop shipment on the order, and that I would need to pay to have the shipment returned or it might get "lost" on it's return. The shipper is UPS and they confirmed that there is no way for me to refuse the shipment and tract it's return.

Desired Settlement: 1. Refund all payments to the company including fees.2. Refund return shipping costs of merchandise.3. Redo initial sign up sheet to include verification by customer of date when initial and subsequent shipments will occur and that merchandise will need to be returned at customer's expense.

Business Response:
We recently received a notice from your office regarding a concern expressed by *** ***** ******. Thank you for bringing this to our attention and providing us an opportunity to respond. We appreciate the opportunity Ms. ****** gave us to do business with her, and extend our apologies to her for any inadvertent errors that may have prevented us from being more responsive to her inquiries regarding her account.
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like to receive confirmation that her account has been cancelled. Our records indicate that Ms. ******’s account was cancelled on October 4, 2012 and, as such, she should not receive any more products or charges.
It appears that Ms. ******’s dissatisfaction here may have been caused in large part by an incomplete understanding of the Terms and Conditions of our Customer Membership Agreement. We wish to assure you and Ms. ****** that Melaleuca tries to ensure that every customer accepting the Terms and Conditions of our Customer Membership Agreement has a full understanding of those Terms and Conditions.
Ms. ****** enrolled with Melaleuca as a Preferred Customer on September 24, 2012. As a Preferred Customer, Ms. ****** commited to order a certain amount of products from Melaleuca’s catalog each month in return for a 30% to 40% discount on all products ordered and eligibility for discounted services such as long distance telephone service and health savings programs. By accepting the Terms and Conditions of Melaleuca’s Customer Membership Agreement, Preferred Customers agree to receive and pay for a Backup Order in any month during which they do not order at least the amount of products that they committed to order. Preferred Customers can select the products that will be included in any Backup Order they might receive. If they make no such selection, any Backup Order they receive will include a variety of products selected by Melaleuca. (An excerpt from the Terms and Conditions addressing the Preferred Customer Backup Order is appended below for reference.)
We understand Ms. ******’s communication to the Better Business Bureau to indicate that she would like to be refunded in full for the membership kit and the Backup Order that was charged to her account. Melaleuca’s refund policy states that customers will be refunded for the full amount of the returned product, including tax but excluding shipping and handling. (An excerpt from the Terms and Conditions addressing refunds is appended below for reference.) However, in attempt to resolve Ms. ******’s concerns, a full refund of $31.03 was processed to her credit
card for membership kit. Additionally, a refund for shipping for the return of Ms. ******’s September 2012 order has been processed, in the amount of $7.95.
We