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Rodan & Fields, LLC

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Phone: (415) 273-8000 Fax: (415) 273-8036 60 Spear St  Suite 600, San Francisco, CA 94105 View Additional Email Addresses http://www.rodanandfields.com



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Description

This company offers skincare, cosmetic solutions and tools including vitamins, supplements, sunscreens, and related products.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Rodan & Fields, LLC 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 13 factors. Get the details about the factors considered.

Factors that affect the rating for Rodan & Fields, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 61 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

61 complaints closed with BBB in last 3 years | 23 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 17
Billing/Collection Issues 2
Delivery Issues 2
Guarantee/Warranty Issues 1
Problems with Product/Service 39
Total Closed Complaints 61

Customer Reviews Summary Read customer reviews

7 Customer Reviews on Rodan & Fields, LLC
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 7

Additional Information

BBB file opened: March 01, 2008 Business started: 07/17/2000 Business started locally: 07/17/2000 Business incorporated 07/17/2000 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Board of Barbering & Cosmetology
2420 Del Paso Rd Suite 100, Sacramento CA 95834
https://www.breeze.ca.gov/datamart/selSearchTypeCADCA.do?from=loginPage
Phone Number: (800) 952-5210
barbercosmo@dca.ca.gov

Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Joanne Tan, Sr. Compliance Manager Ms. Diane Dietz, President & CEO Ms. Michelle Leetham, Chief Legal Officer
Contact Information
Principal: Ms. Joanne Tan, Sr. Compliance Manager
Number of Employees

300

Business Category

Skin Care Cosmetic Sales Cosmetic Sales by Internet Cosmetics - Wholesale & Manufacturers Business Opportunity Companies Cosmetics & Perfumes - Retail

Service Area
This business service area covers: United States, Puerto Rico, and Guam.
Alternate Business Names
Rodan + Fields

Customer Review Rating plus BBB Rating Summary

Rodan & Fields, LLC 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

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered their product in March 2016 sometimes and received the product on April 4th, 2016 for $219.16. On April 19th, I returned the product and did not open it or used it. After many emails asking where my refund was, they finally gave me back $194.85. I cancelled all the process and ask the sale person whom I bought it from to help, her name is ***** ****** ****, she confirmed that no more shippment or debit from my account will continue. In May 26th, 2016, they went in my account and debited $191.07 without my authorization and when I called customer service to find out why, the woman was very unprofessional and disrespectful, stating that was my problem and they will not reimburse be for that. I didn't even receive the product and she told me I was liaying to her. I called my bank who advice me to cancel my account and as soon as I receive the product to not accept it and return it. One week later, I received my product and ask the Fedex employee to take it back, which he did. In June 22nd, 2016 they gave me back my money through the dispute with the bank and credited me with $188.36. In August the 8th, 2016 they went in my account again and took another $188.36..and I have no product, never received one or touch it or had it in my hands. They stole $188.36 from me and if you try to contact the customer service to explain the situation, they call you a LIAR...this people should be ashame to steel from people. I will never recommend this place to anyone, and my sale rep is no where to be found. Way to go!!!!!

Desired Settlement: I want my money back and want everyone to know how bad of a business they have

Business Response: Dear ********,

We apologize for any inconvenience you may have experienced. We strive to provide excellent customer service and we are regretful that you did not have this experience. We reviewed your account purchases and our records reflect that we have refunded you for the products ordered on 3/31/16 and 5/25/16. We do show that there was a request to cancel you PC Perks account in May, however, the order for the month was already processed prior to cancelling your account. 

We do not show any orders placed or any activity on your account after June 2016.  We do not see any charges made on August 8, 2016.  However, we want to further investigate your concerns and a member of our customer service team is trying to reach you for additional details.  We hope that we can resolve this matter to your satisfaction and look forward to connecting with you.

 

Sincerely,

****** ***

Senior Compliance Manager

8/25/2016 Billing/Collection Issues
8/20/2016 Advertising/Sales Issues
8/3/2016 Problems with Product/Service
7/30/2016 Problems with Product/Service
7/30/2016 Problems with Product/Service
7/15/2016 Problems with Product/Service
6/22/2016 Problems with Product/Service
6/16/2016 Guarantee/Warranty Issues
4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased products and utilized their 60 day money back guarantee,they denied my refund as falling outside the 60 days, order date 12/31 return 2/29 I placed an order with Rodan & Fields on 12/31/15 for $297.00 for Acute Care plus Redefine. It was shipped on 1/3/16 and I received it on 1/6/16. I tried the product as directed and it did nothing. So I sent back the unused product on 2/29/16 within 60 days of order date. They have denied the refund stating it didn't get there in the 60 days. I just heard today 3/16/16 and this was mailed out on 2/29/16. The order # is ******** and I sent my product back US Mail, priority. I would like a refund as stated on their website.******** 12/31/2015 2 $343.41 Shipment ******** FedEx Grnd ************ 1/3/2016 1 AARGAC1 ACUTE CARE REDEFINE Special $297.00 $297.00 1 PCPerks PCPERKS ONE-TIME ENROLLMENT FEE $19.95 $19.95 $316.95 FREE $2.50 $23.96 $343.41

Desired Settlement: Refund the money paid for this product that I wasn't happy with.

Business Response: Hello,

I have reached out to *** to let her know our return policy does not accept partial returns or give out partial refunds. We can refund her for the order as she requested, however, we would need to recharge her for the items she still has.

Please let us know if we can be of any more assistance.

Thank you.

3/9/2016 Problems with Product/Service
2/29/2016 Delivery Issues
2/22/2016 Advertising/Sales Issues
2/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Returned product within 60-day satisfaction guarantee,have not received refund.Have tried to talk to someone since 10/13/15. No calls back. October 21, 2015 enrolled as a face washer and purchased the full kit. Had a 60-day satisfaction guarantee. 12/17/2015 I returned the kit, followed the instructions from their website on returns. The return was received and signed for 12/21/15 9:50 am in Dallas Texas. I waited for an e-mail notification of the receipt,(their return instructions indicated a notification would be sent). I have never received an e-mail. I then waited for my January credit card statement to see if there was a credit on it from Rodan & Fields. There was not. 1/13/2016 4:30 pm I called the number on the return instructions to see what was going on. I was first told my return was not received within the 60 day period. When I said I have the tracking number and delivery receipt,she said oh that's right I see here it was the 21st. She then said there were products missing. There were. I said it says on the satisfaction guarantee you are to return the unused portion. Which is what I did. She said no that's not for business consultants. I am not a consultant. I enrolled as a face washer. She said I was supposed to return everything used or not. I asked to talk to a supervisor. She said they were all in meetings. A supervisor would call me in 20 minutes. I never received a call. 1/18/2016 4:40pm called company again, spoke with ****. He apologized that no one ever contacted me. He put me on hold to find a supervisor. He said the supervisor who was supposed to call me back was gone for the day, but Kahn will call me back. I did not receive a call. I just want my refund.

Desired Settlement: Refund of my purchase less shipping & handling as outlined in the companies 60-Day Satisfaction Guarantee Policy

Business Response: Initial Business Response /* (1000, 5, 2016/01/20) */ We have contacted****** regarding this issue. She misread our Policies and Procedures stating that we do not honor partial returns. This is stated in section 10c of our Policies and Procedures. We have advised we do need all the products back in order for us to issue her a refund. We have offered to get the items picked up so she did not have to send them back herself. She denied this request. We are happy to work with her regarding this issue, however, we do need to receive the products back before issuing a refund. Thank you. Initial Consumer Rebuttal /* (3000, 8, 2016/01/22) */ Responded to me 1/20/16,pm by phone and then by email at 5:51 pm, Stating they could not issue refund unless all components of Business Kit is returned. Quoting Sect 10.c. I followed the instruction on this section found on their their website: Also I misunderstood, I thought unused meant anything I had not opened or hand my hands in. Satisfaction Guarantee "Before Rodan + Fields was a company, it was two doctors. First and foremost, we are physicians committed to healing our patients' skin. We stand behind our products, but most importantly, we stand behind you." -***********, M.D. We want you to be fully satisfied with every item that you purchase from Rodan + Fields. So, if for any reason you are not completely satisfied, you may return the unused portion of the product within 60 days from the date of order for a full refund of the purchase price (less shipping and handling charges). We suggest that you send your return via Federal Express or insured Parcel Post for your protection and to ensure prompt delivery. Please complete and enclose the Return Authorization Form located on the back of your Rodan + Fields invoice with your products. Full return instructions For other questions regarding your order, please contact us at ***************************************************** RETURN INSTRUCTIONS: 1.Complete the Return Authorization Form (RA) located on the back of the Rodan + Fields Invoice. 2.Send product(s) and Return Authorization Form to: OHL Dallas ****************************************************** Please Note: Items that are returned outside of the R+F return policy will be discarded and no refund will be issued. Preferred Customers: To change the status of your PC Perks Account, log in to your account, click "My Account" and proceed with any updates. Consultant Returns: For additional return information, refer to section 10 in the Policies and Procedures. An e-mail notification will be sent once all items are received and processed. (c)2015 Rodan & Fields, LLC. All Rights Reserved. Terms & Conditions Privacy Policy Satisfaction Guarantee Disclaimer Contact Us This Company has some real problems with call backs and clarity of instructions. They now are offering a Fed Ex pickup for the used products. Have not responded to the email at this time. Final Business Response /* (4000, 10, 2016/01/25) */ Hello, Rodan+Fields is willing to issue a refund for the Consultant, however, we do need all items back. We have offered to pick the products up from the Consultant multiple times as so the Consultant does not have to worry about sending them back herself. The Consultant didn't include all of the information on the page. There is an attachment of the full view of the page. Please let us know if we can be of any more assistance. Thank you. Final Consumer Response /* (2000, 12, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Have had further contact via e-mail with the company. As of 02/02/2016 they are to schedule a pick-up of the used product and issue my refund. Have not heard back from them since I responded with the address for pick-up on 2/3/16.

1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I followed faulty return procedures by my consultant and with a customer service rep in email, they will not refund me yet they said they would. A friend is a sales consultant for them. I had requested to cancel an order and she notified the company. The company said they were not notified and had billed my credit card without my authorization. I was charged a little over $120.00 and told it was too late to cancel, and the person from Rodan and Fields who emailed me, said to simply return the package in the mail when it arrived. I would then be reimbursed upon their receipt of the package. That was a good arrangement to me. The package was shipped to me Fedex ground but they delivered to my local post office, so USPS did the actual delivery, NOT Fedex. I did as I was told, wrote to return the package to sender and waited a week or so. I contacted Rodan and Fields again to see if they recieved the package at their ware house, and the emailed reply was "I wish you had used USPS or Fedex"...I did write that I did use USPS as that's how it arrived to me. They clarified by saying UPS but said they could not refund me unless I used UPS or Fedex as apparently they could not track receipt of package. That doesn't make sense to me. I did as they (and my sales consultant) said. I have gone over this with them in at least 10 emails with them saying they couldn't find the package in the warehouse unless it had a tracking number, and that they will not reimburse me without this. That is the worst policy I have ever heard. And this was a low level order....I would be mortified and hire an attorney if it were more in the usual higher levels or orders. I requested a Manager to review this and this person said the same thing. HORRIBLE. I will NEVER recommend Rodan and Fields. They should have given better directives. They then said that it is on their website but I had already communicated with both the consultant and company sales support section...they should have told me the correct procedure to use. This is not the first time I have to either return for a refund or do a return for an exchange and never had I had THIS type of an issue. Directives are usually clear with various companies. They should be honorable and accept their staff made mistakes and refund my payment. I did tell them that under the circumstances that I could Never recommend them. The main reason I requested a stop to this order is because I really did not see much improvement. I have good genes, and my skin really didn't have many issues other than getting older. A true shame to see such unprofessionalism and poor customer service.

Desired Settlement: Only the amount they charged on my credit card without my authorization ($120.57), though I should ask for damages and an apology.

Business Response: Initial Business Response /* (1000, 5, 2015/12/07) */ Our records indicate *****'s order XXXXXXXX was charged because she was on our replenishment program. We received her order on 11/25, and we have expedited a refund for the amount of $120.57 on 12/7. Please let us know if you're needing any further assistance. Thank you, Rodan+Fields Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */ Good morning *****, Thank you so much. It's especially disappointing because I am sure they do have tracking of packages that come back to the ware house, where they enter data on sender of package. That would be normal to see...I've worked in healthcare for years, and worked outside of health care too for a couple of years where I saw that all shipments arriving to a company had data entered on where it came from...so I'm certain they do have my package, and if there are errors, it is not my fault as I followed what I was told to do by their own staff. If it were under $100 I would still be disappointed but less so. This is $120...it's a little too much for me to not attempt to have them do the right thing as this is not my fault. If it were, that would be different in my opinion. Thank you so much...it's also not fun to see from a company in San Francisco...I used to live and work there and thought it was good to encourage someone from my old area. ***** Final Business Response /* (4000, 9, 2015/12/16) */ Hello, Our records indicate ***** enrolled as a PC with bi-monthly charges authorizing us to charge her credit card every 60 days. A refund has processed on 12/7 in the amount of $120.57. Please let us know if we can be of any more assistance. Thank you. Final Consumer Response /* (3000, 15, 2016/01/05) */ Hello *****, I wanted to alert you that though they mentioned a refund would be processed within 5-7 business days, we are on day 8 and I see nothing yet. I've emailed them and have not heard back yet. What do you recommend? Thank you so much and merry Christmas ***** ********

12/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company will not cancel my order Order Number: XXXXXXXX Purchase date: 12/7/2015 Payment Amount: 236.1 Payment Method: Visa I was talking to my R+F Rep and she told me once I placed my order that she would send me a free eye cream. I placed my order at 2:30 pm and told her that I did not want to opt to be a preferred customer at this time. She messaged me that the free eye cream is only for preferred customers. So I called the customer support line at 2:46pm and asked to cancel my order. The support person that i talked to told me that because it had been more than a couple minutes since i placed my order there was no way that i could cancel it. That the only thing that I can do is wait for it to be shipped and then have fed ex send it back. I tried to cancel my order 16 minutes after I placed it and they could not cancel my order. I want to cancel the order bc their representative did not tell me that I had to be preferred customer to get the free eye cream, now i have to deal with fed ex instead and pay for the shipping. This order should not be shipped at all, it should be canceled. This is bad business.

Desired Settlement: Order cancellation (this order does not need to be shipped)

Business Response: Initial Business Response /* (1000, 5, 2015/12/15) */ We apologize for the inconvenience ********* has received. We want to provide the best customer and ordering experience, and by doing so, we have a small window to stop or cancel any orders. We have refunded ********* in full for $236.19 on 12/15/2015. Please let us know if you need more information. Thank you.

12/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rodan and Fields used my credit card to make a fradulent purchase months after an order I had placed. I made a purchase from Rodan and Fields on Oct 5th with my debit card, in the amount of approximately $177. On Dec. 3rd, I noticed a pending purchase of approximately $158 from Rodan and Fields from my debit card on my bank account, which I immediately called Rodan and Fields about because I did not make another purchase from them. Nobody from the company answered the phone, so I sent an email. I also sent a text to the representative I made the purchase from on Oct 3rd. She apologized for that happening and told me there is nothing that can be done until I receive the shipped items that I did not order. Once I receive the fradulent purchase, I will have to pay to ship it back before they can look into the charges. I received an email back from the company the next day, confirming I had spoken with my contact person from Rodan and Fields to resolve the issue. The issue has not been resolved, and I am not spending money due to fradulent charges on my account, to ship items back to a company who saved and used my credit card without my permission to purchase items for me, which were unauthorized by me. I called my credit union and cancelled my debit card. I also filed a report with my credit union for fradulent charges on my card, since I did not make the purchase, nor did I authorize anyone from the company to save my credit card information or use my credit card to make purchases for me. I am disgusted that Rodan and Fields used my credit card information to make a fradulent purchase.

Desired Settlement: I want a refund to my credit union in the amount that was fradulently charged, approximately $158. I also will not be spending money to ship items to a company who made a fradulent purchase on my card.

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ Hello, Our records indicate that ********* ****** enrolled in our PC Perks on 10/3/2015. The Terms and Conditions were agreed upon before enrollment stating the PC Perks is a bi-monthly (60 day) replenishment program. A refund has been processed as of 12/8/2015 for $158.09. We are reaching out to her to pick up the package. Please let us know if you're need further information. Thank you Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did not sign up for any such program. I made a one time purchase over the phone. Joining the program was an option when I was on the phone call, but I specifically informed the rep I did not want to join the program. If it was accidentally entered in, I understand people can make mistakes. It is scary to me that a company would save my credit card information and charge my card without even informing me it's going to be charged. That is not very good customer service to not communicate with the client. In the end, I ended up cancelling my card and getting a new one to be sure this does not happen again, and in the end I just wanted my money back that was fraudulently (or accidentally) taken from me. I did receive a phone call on Tuesday while at work, but I am not allowed to take personal calls while I am working, unless it's an emergency. I asked the rep if I could call him back after 5pm, and he said he would call me back after 5pm. I have not heard from him since. I think Rodan and Fields should practice better customer service by having a client sign up for a program, and notifying the client that they will be charged. Whether this was an accident or a scam, I will never know, but I'm glad they are now doing the right thing in refunding my money for something a did not order.

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Scam...Took my money and will not refund I signed up as a consultant and a week later I returned the box with ALL items. Rodan and Fields received my return on October 13th and today is November 10th, I still have not received my money refunded to my account. I called the refund department twice!! The first time they stated, its only been 15 business days since we received the items (ARE YOU KIDDING ME, WHICH COMPANY TAKES OVER 15 BUSINESS DAYS TO PROCESS A REFUND) so I had to wait an extra 5 business days. Called back 5 days passed *** extra 5 business days, still no refund. This time they stated that the warehouse said some items were missing! This is completely inaccurate as I personally returned everything unopened in the kit. The shipping box was opened only to fill out the return labels. I am disgusted with this company and cannot believe I even placed my trust in them. Plus I'm a PC customer?! Oh you better believe that is also getting cancelled after such nasty service from this company. I want my refund ASAP. There's absolutely no reason I should be waiting 30 days for my money back after you received your products.

Desired Settlement: I need my refund ASAP. It's been over 30 days since I cancelled and returned your kit. Order number XXXXXXXX. All items were included in kit. You might want to check the accuracy of your warehouse.

Business Response: Initial Business Response /* (1000, 5, 2015/11/11) */ Our warehouse indicated not everything was returned. Issued a refund in the amount $427.59 on 11/11/2015 per *** ****'s word of returning all of the products. The refund should process back into her account in 24-48 business hours. Please let us know if you need additional information. Thank you.

11/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company refuses to refund me $748.72 after I have returned their skin care products back to them. The items were returned back in August. I signed up with Rodan and Fields to become an Independent Consultant on July 31, 2015. I ordered the big business kit which cost $748.72. Afterwards I decided to cancel my consultant membership on 4 August 2015. I contacted their sales support many times and heard nothing back until 2 weeks later. I arranged to have their big business kit returned back to them via FEDEX. FEDEX did come to my residence to get the kit and it was delivered back to Rodan and Fields on August 14, 2015. AFterwards Rodan and Fields ships me some more of their product which I did not request 3 days later. I had to schedule another pickup with FEDEX to pick up the second shipment. Rodan and Fields informed me that they would not refund me until the second shipment was returned to them and the refund process takes 15 business days. The second shipment was returned to them on 20 August 2015. I disputed this with my bank, USAA as well and now the charge is permanent on my credit card statement. I have FEDEX documents showing Rodan and Fields receiving both of their product packages back and it was signed for by one of their employees. They have not refunded my credit card back.

Desired Settlement: I am seeking a refund back to my credit card in the amount of $748.72.

Business Response: Initial Business Response /* (1000, 6, 2015/11/02) */ Our records indicate that we have attempted to refund ***** on 10/23/2015 and 11/2/2015 in the amount of $748.72. ***** has disputed the charge, not allowing us to refund her. Legally she will need to wait 60 days from the day she has dropped her dispute. Please let us know if their is more information needed. Thank you. Initial Consumer Rebuttal /* (3000, 8, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue of my refund in the amount of $748.72 has been an ongoing issue since my account has been closed out on 5 August (which has been over 3 months now). They have not provided any documentation stating their policy on refunds once a dispute has been made. They "conveniently" noted that I had to wait 60 days from the date my dispute was closed out. My dispute has been closed out for more than 60 days now. Final Business Response /* (4000, 10, 2015/11/09) */ Our records indicate on October 23, 2015 ***** ******* called in to advise that she cancelled the dispute on October 19, 2015. We were advised by our refund department they have to wait 60 days from that day to refund the order via credit card. Our records indicate a refund check was approved on 11/5. Checks can take up to 3-4 weeks to be received. Please let us know if more information is needed. Thank you. Final Consumer Response /* (2000, 12, 2015/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) If we receive a check in the mail in the amount of $748.72 within 3 to 4 weeks, then this dispute is settled.

10/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refund I ordered "Reversal" product from a represtative. She let me borrow her product and I had a reaction from it so I knew I was going to have to send my product back. At this point my banking account was all ready deducted for this. I received the product on 10/8/15 opened it in order to send it back. Had to pay UPS 35.00 to return this product because Rodan/Fields does not supply a return label. Sent it out on 10/9/15 they received it on tuesday 10/13/15. I have checked my account several times and have not received a refund. So today 10/23/15 I called the company and she stated it will take another 10 to 15 days to process this. I told her it didnt take 10-15 days to take it out of my account. I had read reviews about this company and should have known better. I would like my money returned and shipping fees. Maybe they should let their customers know its not a simple process to return a product as they have stated. Thank You ******** *****

Desired Settlement: complete refund...product was never opened

Business Response: Initial Business Response /* (4000, 8, 2015/10/28) */ Our records indicate ******** ***** was refunded on 10/23/2015 at 9:40am PDT in the amount of $194.23, which is a full refund for the order. We do have an authorization number from her bank that the refund was approved and put back into her account, however, for security of her account we do not feel it is appropriate to share for public information. Please let us know if you need further information. Thank you. Initial Consumer Rebuttal /* (2000, 10, 2015/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) They refunded amount after being contacted by the BBB. Thank you for your help

10/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned a product on August 21, 2015 understanding shipping time it probably took a week. I am still waiting on a refund of $168.00. I received a product on August 17 and dropped at the post off to return August 21, 2015. I had not received the refund by August 31 and called both customer service and my personal consultant. I was told 10 - 15 business days for the refund to be in my account and they had received my return. I confirmed that was September 14, 2015. On September 15, 2015 I called again and was told it would be escalated and I would have my money in 3 - 5 days business days. My consultant also sent an email. 5 days was yesterday September 22. After reaching out to my consultant again she informed me that although it seems like a long time they are busy. Which is unacceptable to me. I should not have to wait over 30 days for a refund.

Desired Settlement: I would like $168.53 refunded to my account immediately.

Business Response: Initial Business Response /* (1000, 8, 2015/10/13) */ Our records indicate at 7:50am PDT on 9/24/15 we issued a refund for $165.85. We also sent out appeasements to *** on 9/24.

10/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned several items to Rodan & Fields for a refund. R&F has mysteriously "lost" items that were included in my return and refuse to refund. I have returned a total of THREE Redefine Kits and THREE Redefine Eye creams to Rodan & Fields and they have refused to refund my credit card for the items I returned On July 22, 2015, I returned TWO Redefine regimens and TWO Redefine Eye creams. - my March AND MAY orders, in their entirety, in the same box. I should have received a refund of $507.10 ($253.55 for each) however, I only received a refund of $250.80 on August 11th, 2015. On August 18th, I returned ONE Redefine Regimen and ONE Redefine eye cream. I returned BOTH items, in the SAME box. I only received a credit of $191.40, instead of the full amount of $253.55. I attempted on 8-10 occasions to resolve this issue directly with Rodan & Fields. I called the customer service number and was put on hold for over 20 minutes each time. I have emailed customer service at R&F approximately 6 times and I have been routinely ignored or the customer service rep refuses to address the my issue. My emails have been clear, concise and overly explanatory. Additionally, I have provided them with copious documentation. I have been absolutely shocked at the absolute lack of customer support at Rodan & Fields and I find their business practices unethical, predatory and illegal. Summary of Transactions: March 19th - $253.55 charge to my credit card May 19th - $253.55 charge to my credit card July 19th - $253.55 charge to my credit card Aug 11th - ($250.80) refunded to my credit card Sept 2nd - ($191.40) returned to my credit card AMOUNT OWED TO ME $318.45

Desired Settlement: I expect a refund, in full, for the items that I returned. Rodan & Fields owes me $318.45 Summary of Transactions: March 19th - $253.55 charge to my credit card May 19th - $253.55 charge to my credit card July 19th - $253.55 charge to my credit card Aug 11th - ($250.80) refunded to my credit card Sept 2nd - ($191.40) returned to my credit card AMOUNT OWED TO ME $318.45

Business Response: Initial Business Response /* (1000, 6, 2015/09/23) */ Customer received additional refund of $59.40 on 9/10/15. The March order was returned in July which is outside of our 60 Day Satisfaction Guarantee. Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by my Rodan & Fields representative that I could return items up to six months after I received them. Additionally, I can provide copies of all of my communication with Rodan & Fields - R&F NEVER asserted that my products were returned outside the return period. I was actually told, on multiple occasions that R&F never received the returned products. In summary, for months, Rodan & Fields refused to issue a FULL refund for months because they said that they NEVER RECEIVED the products. I received a refund of $59.40 on 9/10/2015. That leaves a balance due to me of $259.05. Below is a record of the transactions: March 19th - $253.55 charge to my credit card May 19th - $253.55 charge to my credit card July 19th - $253.55 charge to my credit card Aug 11th - ($250.80) refunded to my credit card Sept 2nd - ($191.40) refunded to my credit card Sept 10th - ($59.40) refunded to my credit card AMOUNT OWED TO ME - $259.05

10/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: After returning the products, I never received the refund even though the company promises a 100% satisfaction guarantee I purchased the products back in July of 2015. I returned the line of products (redefine) on August 10, 2015 and e-mailed the company AND called to ensure that my products were properly returned. I was PROMISED a refund absolutely NO later than September 1, 2015. The first woman I spoke with told me to call on the 1st if the refund did not post to my account. The refund was NEVER issued on 9/1/15. When I called today, the customer service representative informed me that an additional product (NOT PART OF THE REDEFINE LINE) that was purchased as an add on to the line, was not present in the return and therefor, I would not be receiving a refund. My issue is that this was not clearly stated (because it was not part of the line of product) nor did EITHER of the customer service representatives explain this (even though both stated that they saw that the product was indeed received on August 12th). Had I known that this product needed to be included in the return, I would have sent it. The customer service rep. that I spoke with today told me that ALL of the managers were in a meeting. When I called back over an hour later, I was once again informed that every single manager was unavailable and was still in a meeting. The woman took my name and number and promised me a phone call back by the end of the day today. I NEVER RECEIVED A PHONE CALL BACK! I have never had such a negative experience with a company or customer service that was this unwilling to help! I am very disappointed and frustrated!

Desired Settlement: I would like a full refund of all products ASAP!

Business Response: Initial Business Response /* (1000, 8, 2015/09/23) */ Refund was processed on 9/8/15. This account has been cancelled in our system

9/22/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Rodan + Fields has made unauthorized charges on my Citizens Bank Credit card. They also sent me an unauthorized credit card (PrePaid Visa Card). I initially received a product from Rodan + Fields (Business Portfolio with DVD, $64.66) that I never ordered. I have NO previous interaction with this company. The package had an invoice in it, but I never responded since I hadn't order the project. A couple of days later, I received an authorized Rodan + Fields Visa Prepard Card which I cancelled immediately. I then attempted to contact Rodan + Fields but was unsuccessful -- I was kept on hold for close to 30 minutes. I then sent an email to the address provided to report this fraudulent activity to the company. I received an automated response apologizing for the wait time but not addressing the unauthorized charge and credit card. A couple of days ago, I received a credit card bill from Citizens Bank that had a charge for $64.66 AND two additional charges for $342.70 and $515.34. I have NO IDEA how this company has accessed my credit card information. I immediately called my credit card company to report fraudulent chargers. They recommended that I cancel the card and report the company to BBB. I also called Rodan + Fields again but was put on hold for another extended period. Instead of attempting to contact via phone, I sent them a message to the email address, and filed a complaint with the BBB. ADDITIONAL DETAILS: Case is being handled by another organization: Citizens Bank Credit Card Company

Desired Settlement: I want to speak with a representative from this company so that I can get an explanation for this fraudulent activity. I especially would like to know how they accessed my credit card information.

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ Mr. **** was enrolled as a Consultant with Rodan and Fields on 7/27/2015. The account was terminated on 8/01/2015 after fraudulent information was found on the account. Mr. **** attempted to contact Customer Support but was not able to get through the phone lines as we were experiencing higher than normal call volume. Mr. **** sent an email to Customer Service to further discuss the matter. He received a response from one of representatives on 8/23/2015 but he stated that it did not answer his questions. The Compliance Department contacted Mr. **** on 8/27/2015 after being made aware of his compliant to the BBB. Mr. **** was not available at the time we contacted him and a voicemail was left on the number provided in the BBB complaint. Mr. **** contacted a representative in the Compliance Department on 8/31/2015 to discuss this matter. Mr. **** stated that he had never heard of our company or the name of the person who he was fraudulently enrolled under or how our company obtained his credit card information. We apologized to Mr. **** for the inconvenience and advised him that we closed the account due to the fraudulent behavior on the account. Mr. **** informed me that he has contacted his financial institution to dispute these charges. I advised Mr. **** that I would contact the individual who the account was created under to get further information. However we did not receive a response for this individual. Mr. **** was made aware of this information on 9/8/2015. Mr. **** was advised that his information has been removed from our systems and the address the products were shipped to has been flagged as fraudulent. Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/16/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I did not sign up for auto renewal online and can't cancel without calling them. I did not sign up for auto renewal online and can't cancel without calling them. Explained to online rep that my phone has water damage and I wanted to cancel the auto renewal. The only replies I received is to call their customer service. My phone is not functioning right now! If I apparently registered online, I certainly should be able to cancel online without having to talk to a sales rep or customer service. I feel like my credit card has been high jacked by this company!

Desired Settlement: Cancel my autorenewal!

Business Response: Initial Business Response /* (1000, 9, 2015/08/21) */ I cannot find this customer in our system. Can you please have her provide an e-mail address or phone number so that we can attempt to research her under different criteria. Also,please have her verify spelling of her name Initial Consumer Rebuttal /* (3000, 11, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My name is spelled just like on this case ******** ****** and my email address that I used for proactive is **************@aol.com. Thank you Final Business Response /* (4000, 13, 2015/09/04) */ CUSTOMER"S RESPONSE: My name is spelled just like on this case ******** ****** and my email address that I used for proactive is **************@aol.com. We are RODAN+FIELDS, not PROACTIVE. This name and e-mail address is not in our system. Final Consumer Response /* (2000, 15, 2015/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) In that case I apologize. My search linked the two companies together.

9/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Consultants are encouraging potential buyers share the AMP MD Micro-Exfoliating Roller, which contains "surgical-grade acupuncture needles". Sale consultants for this company are passing ****** one AMP MD Micro-Exfoliating Roller During product demonstrations and encouraging potential buyers to try the tool out immediately after each other without any sanitation. This device reportedly contains surgical grade acupuncture needles, which should not be shared due to potential for cross contamination and is not hygenic health wise. I called the company on 8/14/15 and was told it was fine for consultants to do this and is typical for them to do so during demonstrations. However on the company website it states "The AMP MD Micro-Exfoliating Roller is for individual use only. Do not use on eyes, open wounds, or irritated, infected or sensitive skin." After questioning why the website states individual use but consultants are passing **** tool around for countless people to share makes no sense, I was unable to be given a sound response from the company. In addition after sharing with my health care provider this information I was notified that this tool should never be shared and would be best practice to have blood testing done in a month or two to test for infectious diseases.

Desired Settlement: They need to have training with consultants on how to demonstrate this tool in a medically sound manner and distribute clear guidelines on not allowing this tool to be shared at all during any demonstrations or sales attempts.

Business Response: Initial Business Response /* (1000, 5, 2015/08/24) */ Contact Email: **********@rodanandfields.com Please be assured that the safety of our products is our primary concern. All of our products, including the AMP MD Micro-Exfoliation Roller, undergo testing to ensure that we sell products that are safe for use. First, let me clear up one point of confusion. The AMP MD Roller does not contain surgical grade needles. Rather, it is constructed with high-quality micro needle tips that come in contact with the surface of the skin but do not penetrate the outer most layer of the skin. The attached information sheet for our Independent Consultants instructs them on the proper cleaning and demonstration protocol for this product. In particular, it provides the following with respect to whether the AMP MD can be shared: http://www.************************************************* These procedures are designed to ensure that the product is demonstrated under sanitary conditions. If Ms. ********** is aware of Consultants who are not following this procedure, we ask that she provide us with the names and contact information for them, so that we can reach out and educate them on the proper protocol for demonstrating our product. Our in-house product advisors have been trained to provide this information when asked about demonstration of this product. We cannot tell from the complaint that was filed with BBB whether the company representative gave information that was inconsistent with these instructions, but if so, we would ask that Ms. ********** kindly inform us of who she spoke with and how the information provided was inconsistent with these instructions. Thank you for bringing this information to our attention. As stated previously, the safety of our products is our upmost concern, and we would like to follow up with any Consultants who Ms. ********** can identify who are not following our demonstration protocol, and if our product advisor gave incorrect information, we want to take timely steps to ensure that she or he is educated on the proper demonstration procedure.

9/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Returned unopened merchandise worth 1600+ dollars 7/15 and have not received a refund Account # XXXXXXX Rodan and Fields, returned unopened merchandise 7/15 FedEx tracking number XXXXXXXXXXXX/3064/3075 worth 1600+ Dollars/ packages were delivered to ****** address ********** drive and I have yet to receive my money/ sent multiple emails, attempted to call listed contact numbers "all circuits are busy"

Desired Settlement: Immediately refund my account and close it

Business Response: Initial Business Response /* (1000, 5, 2015/08/21) */ The kit was returned 30 days outside of our stated refund policy. There were products that were opened which are normally not available for refund. She has received a refund for $300 on Aug. 13 and $108 on Aug 10. We will issue a refund check for the kit she returned even though it was returned outside the policy. Please allow 3-4 weeks for the refund check to be issued from our home office. This account has been cancelled.

9/4/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My order should have shipped on 7-10-15. There is a problem and the product will ship later, They cannot tell me when it will ship but they charged me I am a Rodan & Field preferred customer. My order should have shipped on 7-10-15. The customer service said there is a problem with their inventory and the product will ship later, They cannot tell me when it will ship but they charged me anyway. I feel it is very bad business decision to charge a customer for an order when they cannot tell me when it will ship. I would prefer they charge my credit card when it ships. When I called customer service, they said they cannot tell me when it will ship and they cannot charge me at that time, They already charged my credit card on X-XX-XX when the product should have shipped. Therefore, I am logging a complaint.

Desired Settlement: I want a credit to my credit card and want to be charged when the product ships. I do not want to cancel the order. I just want to pay for it when it ships.

Business Response: Initial Business Response /* (1000, 10, 2015/08/11) */ Order was delivered on 7/24/15 according to FEDEX tracking. Left at back door. Left voicemail to confirm that customer did in fact receive her order. Initial Consumer Rebuttal /* (3000, 12, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You missed the point, yes my product was delivered. The complaint is that you billed me for product that had not shipped and at that time you did not know when it would ship, I want to see your billing process changed. Please do not charge my credit card before you ship to me. Final Business Response /* (4000, 14, 2015/08/21) */ Our systems currently charge your credit card when the order is placed. When we are unable to process and ship the order within the service levels we have communicated to our customers, we reach out to them and offer an apology gift. In these situations, our customers may contact Sales Support at ************@rodanandfields.com or XXX-XXX-XXXX to request a refund, but few rarely pursue that option. In the past, we have experienced relatively few instances of delayed shipping, but we have seen a recent spike in our business which has caused some delays while we ramp up to meet our current demand levels. Thank you so much for your patience as we quickly work to correct this. We are migrating to new systems that will allow us to charge credit cards at the time of shipping, as we have determined that this will better serve our goal of providing you with the best possible customer experience. Many thanks for your business. We value you and your feedback.

9/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Company has had my returned product for 35 days and has yet to issue my money back. I purchased the Unblemish product in February, order number XXXXXXXX for $170.00,, used this product for 60 days and continued to use it per my consultants advise. After realizing that this product was not effective, my consultant advised me to contact the company to try to get a refund. Spoke to ******* ****** starting May 19th.On June10th I spoke to ******* on the phone only to be treated in the most rude and obnoxious manner. She advised me to send back the product that day by FedEx and call in with the tracking number. I followed her direction and received notification on June 15th that they company had received the product. On July 7th I received notification that my order would be processed in the amount of 163.00 and be sent in the mail which would take an additional 1-2 weeks, I promptly responded that I wanted a refund processed in the method to which I had purchased it, which was by credit card and that another 1-2 weeks on top of what I had been waiting was unsatisfactory. On July 9th I was told by ***** Friday that the refund had been processed and it should take 3-5 days to appear back on my card. I called last Friday to speak with a young lady that told me that the online system had been down for refunds (something no one else advised me of) and that she would talk to her accounts payable department and get back to me. I have yet to hear anything. This company has fraudulently held my money for well over their 10-15 business days policy for returning money to their customers. I feel as though my civil liberties as a consumer and as a person have been severely violated by this company.

Desired Settlement: I want the refund that was promised to me well over a month ago in the manner in which I purchased the product, which was by credit card.

Business Response: Initial Business Response /* (1000, 8, 2015/08/11) */ Our records indicate that 2 refunds were processed; one on 6/9/15 for $175.54 and a second on 7/7/15 $163.22. Left voicemail for customer to confirm she received the refunds. Initial Consumer Rebuttal /* (3000, 10, 2015/08/12) */ This issue has not been resolved. The company undermined my request to have the money put back in the manner in which I paid, which was by credit card. This company took well over 30 days to send me a paper check, which I explicitly noted on several occasions that I did not want, all while lying to me about refunding the money back to my credit card. This company does not live up to its policies and in turn, enters into less than satisfactory ethical business practices.

8/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My credit card was charged twice for a purchase I made once and have been trying to get refunded for a month now. On June 9th I found out I was pregnant so I called into R&F to stop the ordering of one of the products I ordered the day before (June 8th). When I called to stop the one product I was told it was too late and that I would receive my full order and then would need to return the order upon receipt. At that time, the gentleman I spoke with asked me if I still wanted my order to ship. I was confused by his statement and clarified again with him that if there was no way to stop the one product then I would take my original shipment as is and return the product I could not use. He then said that was correct and put me on hold for a few minutes. When he returned to the line he said everything was good. The next day I checked my bank account and there were 2 charges for the one shipment I had ordered. I called back into R&F and was told that the gentleman I spoke with the day before did not understand what I was requesting and processed another order for me. The lady I spoke with this time said she would cancel the second order and I would be refunded within 1-2 days. A couple days later I received the first package so I called to schedule the pickup of the whole shipment since I did not want to use this company any more for wrongfully charging my card. At that time the person I spoke with said she would have FedEx pick up my box for me, which was great, and she also confirmed that my second order had been cancelled. Sure enough a couple days later I received the second shipment. I called back into R&F and was told that rerouting packages is not a guarantee, which I was never told that before, and that I would need to ship the second package back on my own dime. After finally getting on the phone with a supervisor I was able to get the second package picked up by FedEx. It has almost been two months and I am still waiting for the credit of the second package. Every time I talk to a representative I get told a different story. Not to mention the hold time to speak with a representative is entirely too long. Order #X - XXXXXXXX Order #X - XXXXXXXX I was charged $136.62 for both orders.

Desired Settlement: I would like my refund processed ASAP for the second shipment. I have been out $136.62 since June 9th. This is totally unacceptable!

Business Response: Initial Business Response /* (1000, 5, 2015/08/11) */ Two refunds were issued; 7/29/15 in the amount of $133.92 and 7/13/15 in the amount of $136.62. the Customer's account has been cancelled in our system

7/30/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Product never received. Cancelled account and had outstanding balance of product that was never received. Agreed to pay, but sent to collections. Proactiv product was never received. I contacted the company to cancel the account. I agreed to pay outstanding balance. They advised that the account would be billed. All prior billing transactions were done by automatic payment. I made sure my credit card info was updated so they could process payment. This was on 6/24. On 7/10, I received a collections notice.

Desired Settlement: Correction to credit report

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Our records indicate that ****** ******* is not a Rodan + Fields Customer. Her name and information do not appear in our system. As her complaint mentions "Proactiv product" we believe that her complaint has been wrongfully directed to Rodan + Fields. Rodan + Fields has no involvement or affiliation with ************ Corporation, the distributor of the Proavtiv-branded products. While Dr. ***** ***** and Dr. ***** ****** are the creators of Proactiv, the two companies are separate and Rodan + Fields is not equipped to handle complaints in regards to Proavtic-branded products or service. As such, we request that this complaint be closed and removed from our profile.

7/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Card was charged for an unauthorized amount. Never received the product and they will not refund. I expressed interest in product and my card was charged without my authorization on the amount. The product was never received and a refund was never processed. They are saying I need to receive the product (which I don't have) to get a refund.

Desired Settlement: I would like my refund of 178.08. The original transaction was for 199.68, but they refunded 21.60 of the amount since it was not approved by me.

Business Response: Final Consumer Response /* (2000, 6, 2015/07/30) */ Rodan and Fields have provided a reimbursement.

7/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I received an email last Wednesday about my order coming up for renewal. I cancelled it my renewal last Wednesday I received an email last Wednesday 5/27 about my renewal of products date coming up soon. I tried to order a different product that was on back order. I was told I could order it at 11:00 am pacific time. The website was frozen for most of the day and the next day 5/28, I removed my entire order from my cart and should NOT have been charged for ANYTHING. I have an email from Rodan and Fields at 3:00am saying they have processed my renewal and charging me almost $187, which is NOT authorized due to the cancellation.

Desired Settlement: $187.09 placed back on my debit card now

Business Response: Initial Business Response /* (1000, 10, 2015/07/02) */ The Customer received a refund of $184.44 on 6/22/15.

7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased products through a consultant and the company sent me two orders of the products instead of one. They charged my credit card for both. I called my consultant and told her to cancel my status as a preferred costumer so that they would not automatically send me orders every 6 months. This was in January. I, also, emailed the company and told them to cancel my status as a preferred costumer and not to send me any more products. This morning I received an email saying that they are sending another order. I emailed them and called several of the phone numbers on their website. I was on the phone for 30 minutes and never got a live person. This same situation has occurred with several other people. Please help me!

Desired Settlement: I want them to stop charging my credit card and sending me products that I do not want. I want them to honor my request to cancel my preferred customer status. Their claim is that you can cancel at any time.

Business Response: Initial Business Response /* (4000, 8, 2015/06/30) */ Contacted the customer today to schedule a call tag to pick up the shipment so that we can issue a refund. Per notes on the account, her account was terminated on 6/23/15. Had to leave a voicemail for her but left detailed instructions for her to call us back so that we can assist with a call tag. Final Consumer Response /* (3000, 5, 2015/06/25) */ *****, Thank you so very much for your help! I received an email from Rodan and Fields stating that they have cancelled my preferred customer status, finally! I will forward you a copy of the email. You are a great help to the consumer. Have a good day! ****** *******

7/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The company has been unresponsive with a answer about when my refund will come I sent my skin care products back over almost two weeks ago. I still have not received any notice that they got my products or when I will be refunded. I have been in contact with the headquarters in San Francisco and all they say is thank you for contacting use we will look into it. With the amount of money I spent on these products and the amount of money I have made for the company selling products I should at least get an email saying they received my products and I will be refunded soon. I purchased the products I sent back on March 13th, I sent them back on April 19th. I had 60 days to get a full refund on my products. I have clearly sent it back within the 60 day time frame. No where on there website or paper work does it say when or how long it will take. I think it is crazy that I spent 1082. on the product and have not gotten any notice back. I paid for the products on my debit card.

Desired Settlement: I would like the company to give me my full refund of $1082 to my visa card. I would also like them to do this within the next week if not sooner. I should not have to wait a month to receive my refund from Rodan and Fields. They make enough money and I have sold enough products in the last two months for them to do this refund quickly. Please refund my $1082 soon!

Business Response: Initial Business Response /* (1000, 11, 2015/06/12) */ The amount of $1082.06 was refunded on 5/11/15 by R+F Initial Consumer Rebuttal /* (3000, 13, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never got the money in my account. Final Business Response /* (4000, 15, 2015/06/30) */ We have reached out to **** via phone and e-mail to confirm whether or not she did in fact receive her refund. Our records indicate this refund was processed through our processor and have tracking numbers to verify the refund.

6/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Company provided poor customer service. Did not respond to complaint filed through website, even after sending email to me confirming complaint. There was an issue with a credit card number when an auto-ship order was scheduled to be fulfilled. I received an email stating they were unable to process the order because the credit card number failed to process on 3/12/15. Below is the email correspondence I received from them. We have been unable to process your most recent Rodan + Fields product replenishment order that could have been due to one of the following errors: a mismatch of the billing address and cardholder name, expiration of credit card on file, decline of credit card on file, or an invalid credit card. In order to stay active in the PC Perks and qualify for all associated benefits, please enter your revised credit card information into the system. To change your billing information, log into www.rodanandfields.com and click the "My Account" link located in the upper right corner of the webpage, and then click "Edit Order". Please make the necessary changes so that you can receive your order. We will attempt to re-process your order in 5 business days. I revised our credit card number through the website on 3/12/15. The order was not processed until 3/31/15. I emailed to complain about the delay after receiving the order and received an email stating someone would be contacting me in 3 business days. I never received any further correspondence from the company. Again, this month I had issues with my auto-ship order. I received an email stating my order was about to ship and if I wanted to change the order, I could do so. I went directly to the website and changed my order. Today I received the order which was never changed to eliminate the products I no longer wanted on the order. I called customer service to resolve the issue. The agent was pleasant and helpful, however, stated that it was company policy that I return all of the products and place a new order (even though some of the products were exactly the same as what they were reordering for me). It seems like a laborious and convoluted process, rather than having me simply return the products I no longer wish to keep. Maybe this is a way to get customers to keep the unwanted products. This is not the first instance where I have changed my order (reducing the number of products) in a timely manner and the company failed to complete the change. Also, when I spoke with the customer service representative today, I brought up the issue I had with my last order. She stated that when I changed my credit card number for my previous order, I would have needed to call so they knew the credit card number was updated. In the email correspondence from them, it said they would process the order in 5 days? Instead, it took them 17 days to process it. Overall, I have been very disappointed with their customer service, response time, and attention to detail when it comes to customer's orders. Even though their products are satisfactory, I no longer wish to do business with them because of the inconveniences and difficulties I have experienced.

Desired Settlement: The only thing I would like is an acknowledgement from the company of the issues I have experienced and specific ways they can remedy the issues for their customers.

Business Response: Initial Business Response /* (1000, 8, 2015/06/11) */ Replied to Customer Good Evening *****, I want to reach out to you in regards to your BBB Complaint. I am terribly sorry that you had the issues that you did. In reading through the detail provided your requests were certainly within the norm of business. We are going through some growing pains with both technology and staffing, I sincerely apologize that your experience was so poor as a result. We are working very hard to fix the issues that are pain points for our customers. If I can be of any assistance in the future please free to reach out directly.

6/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: They continue to over charge my credit card monthly. They keep giving me run around on my return of 1,817.10 I got Email from them X-XX-XXXX to confirm or hold order for next auto ship. I emailed back X-XX-XXXX to hold order. On june 1st got email from them stating that my order shipped and the total amount due was 1,817.10 I called talked to **** on X-X-XXXX he said it was takin care of. X-X-XXXX I talk 5o ***** he said it was taken care of. X-X-XXXX I talked to ****** supervisor he said it was created back. On X-X-XXXX still waiting for it to back on my credit card. They seem not to really care.

Desired Settlement: Trying to get refund to my credit card

Business Response: Initial Business Response /* (1000, 5, 2015/06/11) */ The refund for $1,817.10 was applied on 6/3/15 by Rodan and Fields.

6/3/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: After telling Rodan & Fields via email/ telephone that I no longer wish to be a customer and to stop sweeping my account for payments they still do so After telling Rodan & Fields to cancel me as a customer, I did this via telephone and emails, they continue to process orders under my name and sweep my bank account for payment. Last week they sent me an email saying they had yet another order ready to ship, and I wrote them back saying specifically "do NOT process this order." They proceeded with taking money from my account. This is theft and criminal behavior.

Desired Settlement: Immediate refunding of my funds, and cancellation of my status.

Business Response: Initial Business Response /* (1000, 9, 2015/05/11) */ This issue has been resolved. The Director of Sales Support has reached out to the customer and resolved the issue to his satisfaction. Initial Consumer Rebuttal /* (3000, 11, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is not what happened. I never heard from anyone who identified themselves as the Director of Sales Support. The issue, though resolved, was not resolved to my satisfaction. This company continues to lie and it appears they feel they are above the guidelines and requests of the BBB.

4/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Hello,One of Rodan & Field's sales reps informed me that their eye cream helps with droopiness so I ordered it. However, I learned later that it does not per their product specialist. However, I mentioned, too, that my eyes are sensitive and it is the first eye cream that has literally hurt my eyes no matter how I use it. I have called more than once and emailed multiple times as they were going to make arrangements to have it picked up so I don't have to pay for shipping. The tiny bottle cost $9 just to get it here when I would not have ordered it if the first sales rep would have been correct. So I have a problem with my eyes now and I still have the eye cream. I was promised by email that it would be picked up on 4/13. I still have it and it is 4/15 at 2:19 p.m. I have emailed earlier and no response. I want all my money back and the item picked up.I have had people call me and tell me that don't have a replacement. I just want it picked up and a full refund as I shouldn't have had to pay $9 to ship it here when it wouldn't do what I was wanting.******* Product_Or_Service: AAEY015 REDEFINE Multi-Function Eye Cream Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund A refund of my money.

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ Contact Name and Title: **** ******* Compliance Contact Phone: XXX-XXX-XXXX Contact Email: *******@rodanandfields.com Dear Mrs. ******, I apologize for your experience with our eye cream and receiving misinformation from one of our Independent Consultants. As well as the issue with Fedex not picking up the product. I personally went to talk to Sales Support about the call tag, they have placed a new call tag for tomorrow, 4/17. The call tag number is XXXXXXXXXXXXXXX. As soon as the product is picked up, we are happy to refund you for the product. I have attached my personal contact information below for further communications. Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: 3 & 1/2 months after they received my product I have not received the refund I was promised. my friend also had an issue about not getting refund purchased 9-29-14 rf order XXXXXXX tracy the field rep didn't know her products. she told me I would get two tubes. I got a ottle of hydroquinone. which I DID NOT WANT. I WANTED VIT C CREAM. THEY RECEIVED THE RETURN ON XX-X-XX BY Thomas AT 10:30AM AT THE DOCK. I CHECKED IN January WHEN I HAD NOT GOTTEN MY MONEY BACK. I Called them on January 20th. I informed them on that call that I had closed that credit card because it had gotten stolen. They told me they would have to issue a check and I would get it in 2 weeks. Today it is February 16th. I still have not received the heck. The woman in the PC Perks department could not tell me if they check had been issued. I asked for a supervisor *****. She said the delay is casue the card was closed and then no had to issue a check. I told her I HAD TOLD THEM BEFRE THEY EVEN TRIED TO ISSUE A CHARGE CREDIT THAT THE CREDIT CARD WAS STOLEN. So on January 20th the man told me it takes two days to get the check issued. today they tell me it takes 4 TO 6 WEEKS TO GET A Check. Which one is it. They got my product on 11-3-2014.they have not reunded me my money in 3 and 1/2 months. I AM TELLING ALL MY FRIENDS. JUST SENT A GROUP TEXT. I think they do it so people forget. why does it take almost 4 months to get a refund? Why don't they inform the client that there is a delay. No one should buy from them because they don't practice ethically

Desired Settlement: what I was promised 90.21 by check NOW

Business Response: Initial Business Response /* (1000, 11, 2015/03/05) */ Our records indicated a refund was in process on 2/19. Called consumer today to confirm whether or not the check was received. Initial Consumer Rebuttal /* (2000, 14, 2015/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got check

3/5/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I had bought two products from the Proactiv+ on the online store 01/15/15. Both products had taken more money than the bill requested. (Date of Purchase:********) The first product (order ****************** I bought totaled to $49.94, and I requested an email of my order. The order even says that it totaled to $49.94 including shipping, but when I checked my card balance it states that the company took $60.65 from my account with that one purchase. The next product (order ****************** was bought from the same website right after I bought the first product. I bought the product because it stated that I have $20 in online store credit. I found a product that totaled to $34.94 including shipping, but for some reason the company never took the $20 off the order. I emailed them moments after figuring out that I was overcharged and their site sent me an automatic email stating it was received and they would get back to me in two days, but I still have yet to be reached by them. I even called their company using the number given(X-XXX-XXX-XXXX) and an automated message stated that my information hasn't went through the system yet so they wouldn't be able to help me.

Desired Settlement: I would in the least like a refund for the extra money taken from my account. Which would total to: $10.71 + $20.00 = $30.71.

Business Response: Initial Business Response /* (4000, 11, 2015/02/06) */ BBB CASE#: XXXXXXXX Consumer: **** ***** Ms. ***** has submitted a complaint regarding an experience with Proactiv-branded Products. Rodan + Fields, LLC has no involvement or affiliation with Guthy-Renker Corporation, the distributor of the Proactiv-branded products. While Dr. Katie Rodan and Dr. Kathy Fields are the creators of Proactiv, the two companies are separate and Rodan + Fields, LLC is not equipped to handle complaints in regards to Proactiv-branded products or services. As such, we request this complaint be closed and removed from our profile. We encourage Ms. ***** to reach out to Guthy-Renker in regards to her concerns. Initial Consumer Rebuttal /* (4200, 15, 2015/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have yet to resolve the situation at hand. At first they did give me a respectable refund $95, but then they went back without authorization and took the refund back for no explained reason. Which before I realized that they took the refund back I bought groceries for my family which sent my account into the negative. I explained to them what happened and they denied any transactions happening. In which my online card history shows what happened.

1/28/2015 Advertising/Sales Issues
1/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I returned my order within the 60 day trial period and did not receive my refund Rodan and Fields received my returned product on Dec. 19, 2014 and I have not received my refund of $354.21. They promised that I would receive the refund within 15 business days. The original purchase was made on 10/26/14 in the amount of $376.65. (They do not refund the PC perks enrollment fee of $19.95 or shipping charges).

Desired Settlement: Refund of $351.21 that is owed back to me

Business Response: Final Consumer Response /* (2000, 6, 2015/01/27) */ This case has been resolved. I received my refund on 1/23/15

1/22/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Unauthorized credit card charge I purchased a Rodan+Fields product via one of their representatives. Either she put me on auto-renewal or Rodan+Fields did. Either way, I did not sign ANY paperwork authorizing Rodan+Fields to process a credit card payment for a renewal order that I never made. Once I received the renewal notification, I contacted R+F customer service. They informed me they could not cancel my order and once received, will have to pay shipping and handling to return. I contacted them on 12/22/14 as soon as I received the re-order notification via email that same day. I received the product on Friday, 12/26/14. I do not believe they could not cancel the order. There was plenty of time.

Desired Settlement: I want R+F to clearly have authorized signatures allowing them to process credit card payments. I ordered my product through a rep and was surprised there was no paperwork involved to review and sign, especially for an auto-pay feature through a credit card in which I never authorized. I will not get a refund until they receive the returned product, to their warehouse and they again deduct a processing payment (which does not say how much on the Return Authorization Form), so to me, either way it's a scam. They still get my money. I want a refund of my return mailing costs and also should not be responsible for any handling fees they will incur.

Business Response: Initial Business Response /* (1000, 5, 2015/01/14) */ Our records indicate that Ms. ****** enrolled in our PC Perks Program on October 26, 2014. The PC Perks Program is a customer loyalty program which offers customers a discount on the R+F Products, free shipping on their recurring orders and member-only specials. The PC Perks Program is set up in such a way that members receive recurring orders every 60-days. After speaking with Ms. ****** we understand that she did not enroll herself in this program and so did not agree to the applicable terms and conditions. Ms. ****** did, however, receive a welcome email which included information regarding her PC Perks enrollment and recurring orders. We explained to Ms. ****** that our order processing system is live and so when an order has been processed we do not have the ability to then alter or cancel those orders. There are no handling fees incurred when returning any product back to Rodan + Fields for Preferred Customers. We have agreed to refund Ms. ****** for the shipping charges she incurred as a result of returning her unwanted shipment to us. In addition we will be reaching out to Ms. ******'s Sponsor to ensure she understands the importance of full disclosure and transparency with all of her Customers. Initial Consumer Rebuttal /* (2000, 7, 2015/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Rodan & Fields handled this complaint very professionally. I appreciate their superior customer service.

1/21/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Rodan and Fields Collected dormant fees on a blance that it was owned to me. after the blance was requested and never paid. Company sent a prepaid credit card with commission for sales. I never activated the card instead I went to the site to request a balance transfer to my bank account, they never transfer the money and they argue that it was never requested when it was. They charged $5.00 monthly fee for keeping a balance in this account (extremely high Fee for them to keep my money doing nothing). After arguing with them finally transfer what it was left of the money $8.60 minus a transfer fee of $1.00 so a total of $7.60 (practically nothing) the initial request for transfer was made in April 2014 and it was never done in the mean time they keep collecting fees. They were not helpful over the phone neither on April 2014 or now Dec 18, 2014 when I contacted them again. This company is getting richer taking money of the people that keep falling for the fantasy land that they promise. Is practically an scam. I earned that commission for sales and it was never paid to me and instead they charged a fee over my own money, that should be totally illegal.

Desired Settlement: I should be refunded for the fees they collected and pay me my commission for the sale made $63.00 the $7.60 that will be transfer to my account is totally a joke and I shouldn't be punished for a request that they never processed like they should have to begin with. I earned that money and should have been paid to me in total.

Business Response: Initial Business Response /* (1000, 8, 2015/01/06) */ Ms. ******* enrolled as a Consultant on November 30th, 2013 and terminated her Consultant agreement on April 9th, 2014. Ms. ******* earned a total of $63.60 during her Consultantship. Ms. *******'s commissions were accessible through her RF Payday account. Terminated Consultants must remove funds from their RF Payday accounts or they will incur a monthly charge of $5.00. Ms. ******* did not remove her funds from the RF Payday account and was feed $5.00 every month since her termination due to her outstanding balance within the account. She received an email every month that she was feed. Ms. ******* called our Customer Service department on December 18th, 2014 unsure why her commissions had diminished from $63.60 to $8.60. We explained to Ms. ******* that she had not removed the funds from her RF Payday account and was consequently charged. Ms. ******* did successfully transfer the remaining $8.60 to her bank account on December 18th, 2014. We reached out to Ms. ******* on December 30th, 2014 via email and January 6th, 2015 via phone in response to this complaint. Ms. ******* explained that she had called our Customer Service Department or the RF Payday Customer Service Department to request that funds were removed back in May 2013. Ms. ******* was confident that she spoke to someone who did confirm the funds would be transferred. She did not see the emails alerting her of the $5.00 fee as sometimes her emails end up in her spam folder. We have issued her a refund for $55.00, the original commission total, with the fees reversed. Initial Consumer Rebuttal /* (2000, 10, 2015/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Rodan and Fields agreed to send me a check for the balance of the commission unpaid, $55.00 I'm still waiting for the check to come if the check doesn't arrived I will reopen the case. Thank you! ****** *******

1/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Replacement of eye cream resulted in 15 WORKING DAYS of wait time (not counting weekends). Plus promises were made by C/S Mgr - never happened. After asking my coordinator about my eye cream going bad, she said to call in the problem and ask for another to be sent out. I called this in on Nov 18. I was told would have it before T-giving, On Dec 1, mon morning, I spoke to a PC Perks supervisor and was very annoyed that I had not received the cream after 13 total days. I went over the time line with her. She said it took 1 day to process the order, then would go out. BUT she ignored what happened to Nov 20 & 21. then said they were closed the "whole week" of T-giving. I told her that was not what the agent had told me upon the original call. So moving forward, I asked where the cream was and that I HAD NOT RECEIVED ANY EMAIL WITH A CONFIRMATION AFTER ALL THIS TIME. She promised she would call me the next day (Dec 2) By Dec 3, Wednesday, there was no call and I called back and got the same Supervisor on the phone . She tried to back peddle everything, made excuses and gave no reasons. I told her the customer service WAS HORRIBLE, and I did not appreciate her not answering questions and making excuses. We reviewed the scenario and she still could explain what happened to Nov 20 & 21, nor could she or would she explain why I did not get a courtesy call from her as promised, nor could she explain why I did not have a email confirmation since Nov 18. !!! This product is to be delivered by late Dec 8, per Fed Ex, and yet the warehouse is in Garland Tx. Even if it came from CA, it should not have taken 21 total days to get here. (including weekends. I have seen no customer service skills from this company over the phone. I am dissatisfied with empty promises and the lack of information from what is supposed to be a customer service supervisor. I would appreciate a call back from someone high up to discuss this problem. Rodan can look this transaction up and see who the supervisor is and the agent that originally took the order. I would caution anyone dealing with Rodan and their customer service. There are plenty of places on the internet to let others know of Rodan's practices.

Desired Settlement: I am seeking a courtesy call from Rodan and part of the products I use to be replaced - - for this insensitive action by PC Perks. I feel they have a glitch in their customer service actions and their protocol. This experience has resulted in my not having the use of the eye cream for over 21 days. This is not acceptable.

Business Response: Initial Business Response /* (1000, 5, 2014/12/19) */ 12/19/14 - Left voicemail for ***** on cell phone. Time Stamp: 7:22PST. Asked ***** to please call me back on my direct line. Confirmed replacement eye cream was sent on 12/1/14,along with Free Eye Cloths as appeasement for the poor service.

12/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my membership but Rodan and Fields still sent me product and charged my debit card. Cancelled my account with Rodan and Fields( account number XX-XXX-XXXXXXXXX) on September 22nd, 2014. New, unauthorized charges were debited October 21, 2014 in the amount of $28.60.

Desired Settlement: Just what I'm owed. $28.60 and the reassurance I won't be charged again.

Business Response: Initial Business Response /* (1000, 5, 2014/10/29) */ Complaint Case #: XXXXXXXX Consumer: ******* ********* Our records indicate that Ms. ********* is not a Rodan + Fields customer. We believe that her complaint may be related to Proactive-branded products. Rodan + Fields does not distribute Proactiv(r)-branded products and has no affiliation or involvement with ************ Corporation, the distributor of the Proactiv-branded products. We suggest that Ms. ********* reach out to Proactiv Customer Support. As this complaint is not related to Rodan + Fields we ask that it be removed from our profile entirely. Initial Consumer Rebuttal /* (3000, 7, 2014/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rodan and Fields is labeled on the box it came in. Not true. Final Business Response /* (4000, 9, 2014/11/04) */ BBB CASE#: XXXXXXXX Consumer Name: ******* ********* Unfortunately Ms. *********'s understanding of the relationship between Rodan + Fields, LLC and Proactiv(r)-branded products is incorrect. Dr. ***** ***** and Dr. ***** Fields are the creators of the Proactiv-branded products, however Rodan + Fields, LLC does not distribute Proactiv-branded products and has no affiliation or involvement with ************ Corporation, the distributor of the Proactiv-branded products. When I tried to explain this to Ms. ********* on the phone she became very angry and, after using inappropriate and unprofessional language, decided to end the call. I have reached out to a representative from Proactiv on Ms. *********'s behalf, asking that someone reach out to her regarding her complaint. This complaint is not related to Rodan+ Fields, LLC. Therefore, we request that this complaint be closed and removed from our profile. Final Consumer Response /* (4200, 11, 2014/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) All this company does is dance around in circles. If I reported ************, I'm sure they'd turn this around the other way. I know I'm not getting my money back, but there is no way I'm taking back my complaint. Other's need to know how this company does business.

11/18/2014 Delivery Issues | Read Complaint Details
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Complaint: Rodan + Fields set me up on recurring billing / product delivery without my approval. Rodan + Fields set me up on recurring billing / product delivery without my approval. They sent me an email on November 15th indicating that the next delivery would be made on the 20th and that if i wanted to change it, i could log in. On November 16th, i log in and was told that I could change the order until up until the 15th - and not after. I reached out to them (after 30 minutes on hold) and was able to cancel the order. Therefore, I not requesting any action.

Desired Settlement: They have canceled the shipment and future shipments. That is what I want. I am happy with the outcome.

Business Response: Initial Business Response /* (1000, 6, 2014/11/18) */ BBB CASE#: XXXXXXXX Consumer: ***** ******* Our records indicate that Mr. ******* enrolled as a Preferred Customer on September 24, 2014. Preferred Customers participate in a 60-day replenishment program. Preferred Customers receive free shipping on their replenishment orders as well as 10% off of all orders. Mr. *******'s account was closed on November 17, 2014 after speaking with a Rodan + Fields Customer Service Representative. We are pleased to learn that his matter has been resolved through his experience with our Customer Service Department. Initial Consumer Rebuttal /* (2000, 8, 2014/11/18) */ I feel the case is resolved at this point.

11/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: my consultant placed the wrong order for me which costed ($1300.00) Consultant was notified came and picked the product up from my home. on or about August 4, 2014 I received and unauthorized shipment of products in the amount of $1300.00, I called my consultant and informed her of the wrong order, she informed she would come pick it up and return it, which she did. I was just informed that it cannot be returned because it has been longer than 60 days. Which it hasn't been, since I was not in receipt of the package until August 19th, because I had surgery and was in the hospital for a period on time. I was unable to walk, drive, etc....My consultant was actually trying to be helpful during this time. But it has not worked out to the best intrest. Now I am out of $1300.00 and I don't even have the product. I would like a refund ASAP, since the product has now been shipped back to Rodan and Fields with in the 60 days of my receipt of the product!!

Desired Settlement: I would like a full refund of the products they have received back from me, it should be around $ 1100.00, since I did keep the one thing I did ask to be ordered for me!

Business Response: Initial Business Response /* (1000, 5, 2014/10/30) */ Complaint Case #: XXXXXXXX Consumer: ******* **** Our records indicate that Ms. **** enrolled as a Preferred Customer on June 2, 2014. She received two auto-ship orders, one on June 2, 2014 and the other on August 2, 2014. We understand that Ms. **** had surgery in early August, when she received her second shipment, and was unable to return the unwanted portion of her order for a refund. We also understand that this second order was placed incorrectly by Ms. ****'s Sponsor. After speaking with Ms. **** about this situation we have decided to refund her for her second order, minus the product that she did choose to keep. We have also had a coaching call with her Sponsor to provide her with some best practices while growing her business and servicing her customers. As we have honored Ms. ****'s request we request that this complaint be closed.

11/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stopping product made my skin worse and when I wanted my money back they would not refund me. Rodan and Fields ruined my skin. They refused to give me a refund as well because the bottle was broken. The products are overly priced and if you stop, your face will explode in a way that is so severe and hideous. This was my experience. I will never recommend them to anyone. In fact, the pictures of myself before, during and once I stopped is testimony in itself and I despise the products and the owners. They guarantee satisfaction but give you the run around if you want your $$$ back. Greed and dishonesty. They should warn customers that if you start, YOU CAN NEVER EVER EVER STOP. I am suffering emotionally every day because my acne has never in all my life been so bad. I am slowly repairing the damage with more natural Korean products. I will encourage others to NEVER jump on the Rodan and Fields bandwagon and I will gladly show anyone what it did to me when I couldn't afford the products anymore.

Desired Settlement: My money back for the regimen

Business Response: Initial Business Response /* (1000, 5, 2014/10/28) */ Ms. ***** enrolled as a Preferred Customer on February 21st 2014. Ms. ***** was charged for a total of two auto ship orders. The first order was her enrollment order on February 21st and the second order processed on May 20th. Ms. ***** emailed our Customer Service department on May 20th, requesting that we cancel her order. The R+F e-commerce system is live and, therefore, once an order has been processed we are unable to edit or cancel that order. As we were unable to cancel Ms. *****'s order we provided her with return instructions. Ms. ***** states in her complaint that she called our Customer Service department and was told she would not be able to return the products under our 60-day Satisfaction Guarantee due to the products being damaged. This claim is not consistent with our policy, as we allow our customers to return used and even empty-bottles if they are not satisfied with the products. We were not able to locate this call in our records. It is unclear what exactly Ms. ***** is requesting a refund for. Ms. ***** declined to correspond with us over the phone to clear up this matter and chose to only communicate with us via e-mail. Additionally, Ms. ***** could not confirm if she still had the products in her possession or if she had returned them. Regardless, we have offered to honor Ms. *****'s return and have issued her a refund for her entire second order. We have suggested to Ms. ***** that she contact our Product Specialist team regarding her reaction to the products and supplied her with their contact information.

11/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Rodan and Fields said that I had one year from the time of purchase to return items. They denied my request. I had signed up to be a consultant reluctantly with Rodan & Fields. After several months, I was not selling the products, and wanted to return the unused and unopened products that I still had. I emailed the customer service department on 9/12/14 describing the items. This came out to be over $200.00 worth of products. Karlyn Biddle the customer service rep. Her response on 9/16/14. "Your original order number is 5484154. You do have 1 year for your refund and you originally placed the order on September 17th 2013. Please advise you must have this return post marked by tomorrow to ensure you receive you 90% refund." I then rushed to the post office knowing that I had til the next day to get the items shipped so that it was postmarked per her instructions. I was anxious to receive my money back as I am a single parent and funds are very tight so I emailed customer service again. Email from Caroline Williamson on 9/25/14 Dear Mitzi, Thank you for your email. Refunds can take 10 – 15 business days to process once your items have been received in the warehouse. Once the return has been processed you will receive a confirmation email confirming the amount that will be refunded to your credit card. Please let us know if you we can be of any further assistance. Thank you, Caroline Williamson General Support Coordinator Rodan + Fields 11501 Domain Drive, Suite 130 Austin, TX 78758 on 10/7 emailed again. This was the answer I received. Hi Mitzi, Thank you for your email. According to my records we received your package on 9/19/2014. It usually takes 10-15 business days for refunds to process but when looking further into your account I see that these items are outside of our 60 day return policy. Unfortunately, items that are returned outside of the R+F return policy will be discarded and no refund will be issued. No refunds are issued for a partial return from a Business Building Kit. Please let me know if you have any further questions. Have a great day! Best, Caroline Williamson General Support Coordinator Rodan + Fields I then sent another email stating that this is not what I had been told. Response: Hi Mitzi, Thank you for your email. I'm sorry that you've been given conflicting information. These are our guidelines for the return of unsold inventory by a terminating consultant: A terminating Consultant may return unsold R+F Products and/or Business Building Kits that she or he personally purchased from R+F after sixty )60) days and up to one year from date of purchase for a refund if she or he is unable to sell or use the items and items are resalable. Upon R+F's receipt of the returned products, R+F will refund 90% of the original purchase price of the resalable items less applicable setoffs. Products are "resalable" only if they meet all of the following requirements: - the items are unopened and unused; -the packaging and labeling are current and have not been altered or damaged; - the items and their packaging are in such condition that is commercially reasonable within the trade to sell the items at full price; - the items, at the time of purchase, are not identified as non-returnable, discontinued or seasonal items; and - Business Building Kits must meet all of the above requirements and must also have all components of the kit included in them. Since the Macro Exfoliator and Toner came from your business building kit, order 5484154, they are not eligible for a refund without the rest of the components from the kit. Please let me know if you have any further questions. Have a great day! Best, Caroline Williamson General Support Coordinator Rodan + Fields I had told them initially that this was from my initial order with them. they were aware of this. I want my funds back. The items were unopened and never used.

Desired Settlement: All I want is a refund for the original products. I would have never wasted $$ to go to the post office in the beginning had I not been misled.

Business Response: Initial Business Response /* (1000, 5, 2014/10/20) */ Complaint Case #: XXXXXXXX Consumer: ***** ****** Our records indicate that Ms. ****** enrolled as a R+F Independent Consultant on September 17, 2013. Per our Consultant Agreement a terminating Consultant may return unsold R+F Products and/or Business Building Kits that she or he personally purchased from R+F after sixty (60) days and up to one year from date of purchase for a 90% refund if she or he is unable to sell or use the items and the items are resalable. On September 16, 2014 Ms. ****** inquired with Sales Support as to how to get a refund for her Business Building Kit. After reviewing her communications with Sales Support it was determined that she was not given complete information as to how to receive her refund, and she sent back an incomplete Business Building Kit that was not in resalable condition. As such, when her items were received in the warehouse no refund was issued. As incomplete information was given to Ms. ****** by a company employee we have agreed to refund Ms. ****** for her Business Building Kit at 90%, regardless that the kit is not in resalable condition. We have also agreed to refund her for her shipping costs in sending her Business Building Kit back to our warehouse.

10/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Shipped product (with tracking) and followed instructions. Followed up a dozen times to make sure product was received. Returned product in September; never received a refund for $199.00. Have contacted customer service at least a dozen times trying to track my refund and customer service wait time is usually 30 minutes or more. I have been told numerous times it can take up to 15 business days. Refund will be received by the 20th, then once told the 21st, It is not the 23 and still no refund!! After calling today I was told they are backed up and they are not sure when refund will be refunded back. This is terrible customer service! They were quick to take my money but now will return it when they feel like it. Yesterday i was told they would expedite my refund and I would have it in my account by this morning. When I called today the guy told me to continue waiting.

Desired Settlement: I just want the money money back I paid at this point as soon as possible!

Business Response: Final Consumer Response /* (2000, 6, 2014/10/24) */ Its been resolved. Thank you

9/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Returned product in June; never received a refund for $175.00. They claim product was never received. Returned product in June; have never received a refund for $175.00. I insured product on return. Put in dispute with Bank of America. Bank of America says Rodan + Fields will not issue refund because they never received product. This is an ongoing problem with this company. Also, customer service wait time is usually 30 minutes or more. I gave up calling. ADDITIONAL DETAILS: Case is being handled by another organization: Bank of America - Dispute Department

Desired Settlement: $175.00 credit to my Bank of America Visa Card

Business Response: Initial Business Response /* (1000, 8, 2014/09/16) */ Our records indicate that Ms. ****** enrolled as a Preferred Customer with Rodan + Fields on April 26, 2014. Upon enrollment Preferred Customers agree to receive an order of R+F Products every 60-days. After speaking with Ms. ****** on the phone we understand that after her first order, which she returned and a received a refund for, she did not wish to receive any subsequent orders. However, as Ms. ****** did not communicate this with Rodna + Fields before her second order was shipped, she did receive a second order. Ms. ****** claims to have sent back her second order for a refund and to have not received a refund for her returned items. We do not have a record of receiving Ms. ******'s second order back to our warehouse and, therefore, did not process a refund. After speaking with Ms. ****** we offered her an exception whereby we would process her refund for her second order if someone could vouch for her that she had indeed sent the order back. Ms. ******'s Sponsor did email and vouch for the fact that Ms. ****** had sent her second order back. We have since refunded Ms. ****** for her second order and have closed her Preferred Customer account to ensure she does not receive any subsequent orders. Initial Consumer Rebuttal /* (2000, 10, 2014/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund check was received by me on 9/26/2014. However, when I enrolled my Sponsor told me I would be sent an email every 60 days asking me if I wanted to continue the product. I never received an email for the second order because my Sponsor wrote down my email incorrectly. My sponsor never explained to me that I would be receiving a new order every 60 days. I am satisfied with the refund.

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Being charged $346.87 for a product I ordered yet never received. Called many time to get a resolution. purchase day July 24, 2014 for $346.87. Customer service has the product being sent back to sender. I called several time to get a resolution and can't seem to get any assistance. They all say they will call back and do not.

Desired Settlement: just a refund for the amount I paid for a product I didn't get and as a curtesy from the company a complimentary package of what I ordered to keep good faith.

Business Response: Initial Business Response /* (1000, 6, 2014/08/04) */ BBB Case #: XXXXXXXX Consumer: ***** ****** Our records indicate that Ms. ****** enrolled as a Preferred Customer ("PC") with Rodan + Fields ("R+F) on July 24, 2014. Upon enrollment Ms. ****** placed an order. The system used by R+F is live, which means that once an order is placed it cannot be canceled or edited. It can, however, always be returned for a refund under our 60-day Satisfaction Guarantee. Ms. ****** changed her mind about what she wanted to order and, as she could not edit her initial order, placed an additional order. Ms. ****** then called our Customer Service center requesting that the initial order be canceled. The Customer Service representative advised Ms. ****** that orders cannot be canceled once they are submitted in the system, but offered to contact FedEx to have the first order rerouted back to the warehouse, at R+F's cost. The representative also expedited the refund for the first order on July 24th, 2014 so that Ms. ****** would not have two charges from R+F on her card. On July 25th, 2014, a R+F Customer Service representative called FedEx, requesting that the initial order Ms. ****** placed be rerouted back our warehouse, since Ms. ****** did not want those items. FedEx confirmed the first order was successfully rerouted and provided a tracking number. On July 28th, 2014, Ms. ******'s R+F Sponsor called R+F Customer Service to inquire about the status of Ms. ******'s order. It was discovered that FedEx had mistakenly rerouted both of the orders that Ms. ****** had placed and they were both being sent back to the R+F distribution warehouse. Customer Service immediately placed another order to Ms. ****** and informed Ms. ******'s R+F Sponsor of the new order. On July 29, 2014 Ms. ****** sent an email to R+F Customer Service stating that she has not heard from anyone at R+F regarding her order and that she would be making a complaint with the Better Business Bureau. Our records indicate that a Customer Service supervisor called Ms. ****** that morning and left a voice message for Ms. ****** to call her back. Additionally, Ms. ******'s R+F Sponsor called on Ms. ******'s behalf the previous day, and we informed Ms. ******'s Sponsor of the misunderstanding with FedEx and that we had shipped her another package. Ms. ****** claims that she did not receive the exceptional customer service that R+F strives to deliver. Specifically, she claims that she was not contacted with updated information regarding the status of her order in a timely manner from R+F. We explained to Ms. ****** that it takes some time, especially when there are multiple parties involved (R+F, FedEx, the distribution warehouse), to get an updated status to report back. We also explained that it does take a few days for an order to be assembled, shipped out and be delivered. Ms. ****** explained that she would have preferred a call for us to say there is no update. We apologized for this misunderstanding. To appease Ms. ****** we have sent her additional R+F Products, at no cost to her. We have also updated her with emails advising of the free product we sent and with the FedEx tracking number of the order she placed, both of which have been delivered. As we apologized to Ms. ****** for not meeting her customer service expectations, and she has received the Product she ordered and additional Products for free we consider this matter closed. Initial Consumer Rebuttal /* (2000, 8, 2014/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you R & F for taking the time to correct this. It is a shame it took a call to the BBB,to get good customer service. I think your product is great and I will continue to have contact with R & F and look forward to working with them again.... again thank you for making a bad situation better. Final Consumer Response /* (2000, 9, 2014/08/05) */ To date I would like to say that Rodan and Fields made contact and corrected the situation.

7/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They keep charging my credit card for 4 months after I removed the information from thier site in March and sent an e-mail canceling my membership. I have sent numerous requests via e-mail and nothing has changed and I have never gotten any communications from R+F. I took my credit card info out of my pulse account and told them I wanted to cancel. They have continued to take $24.99 out of my checking account via my credit card information that I used when I signed up to be a consultant in 2012. I have not renewed but they show another payment scheduled to come out again in AUGUST. the charges have not been authorized since March 2014. I am asking that my account be refunded and the NSF charges of 17.00 per transaction be refunded as well.

Desired Settlement: I am asking that my account be refunded and the NSF charges of 17.00 per transaction be refunded as well.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ BBB CASE#: XXXXXXXX ****** ********** Ms. ********** enrolled as a Rodan + Fields (R+F) Independent Consultant on July 24, 2012. At this time she elected to enroll in our Pulse Program which, for a fee, provides R+F Consultants with two personal websites through which to run their business. When Ms. ********** decided to enroll in the Pulse Program she was provided with Terms and Conditions, to which she agreed. The Pulse Program Terms and Conditions state: "Upon subscribing...Consultants agree to a non-refundable monthly charge...automatically billed to the credit card on file..." The Terms and Conditions also provide information as to how a Consultant may cancel their subscription. This information is available during enrollment in the Program, and at all times through the Consultant back-office. Ms. ********** claims to have sent several emails to cancel her subscription in the Pulse Program, however our email database does not show a record of her communications. After speaking with Ms. ********** it was determined that she inadvertently had been sending her requests through our feedback form rather than sending emails to Customer Service, as stated in the Pulse Program Terms and Conditions. We have issued a refund for the past five (5) months of Ms. **********'s Pulse Program Subscription. In speaking with her she is no longer requesting a refund for any non-sufficient fund charges associated with her bank account. As such we request that this complaint be closed. Initial Consumer Rebuttal /* (2000, 7, 2014/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was sent and charged for unordered products. I originally purchased a Rodan and Fields product as a gift from a sales representative. I spoke to her in person regarding the nature of the purchase and was assured that my credit card information would be removed from the account and I would not be charged for any subsequent purchases. I was then shipped additional unordered products for which my credit card was billed a total of $230.59. When I attempted to contact Rodan and Fields at the shipping information # provided on the packaging on 6/30/14, I sat on hold for a total of 1 1/2 hours, and was never connected to a customer service representative. I also sent an email to **************@rodanandfields.com on 6/30/14 and have received no response to date. Another email was sent today and I have currently been on hold to the provided 1-888 # for 44+ minutes, with no response.

Desired Settlement: 1. A paid return shipping label to send back the unordered products. 2. Closure of the account in my name and no further contact or charges from Rodan and Fields.

Business Response: Initial Business Response /* (1000, 5, 2014/07/09) */ Ms. ****** enrolled as a Preferred Customer on April 26th 2014. The Consultant she enrolled with supplied her with a hard copy of the Preferred Customer order from. The Preferred Customer order form details the auto-ship program and the full Preferred Customer Terms & Conditions, including both our return policy and account cancelation instructions. Ms. ****** completed this document, supplying her credit card information as well as acknowledging her understanding of future shipments and the Preferred Customer program. Ms. ******'s Consultant personally emailed her on June 9th at 8:29 pm to confirm what Ms. ****** would like to do regarding her upcoming auto-shipment on June 20th. Ms. ****** did not respond. Additionally, an automatic email is sent to Preferred Customers five days prior to auto-shipments, reminding customers of their upcoming order. At any time, Preferred Customers can delay their auto-shipments or cancel their accounts online, by simply logging into their accounts through rodanandfields.com. Ms. ****** did email our Customer Service department on June 30th and a follow up message on July 7th. Month end (June 30th) is a very high volume day for the whole company as our Consultants aim to hit their business goals to close the month strong. Additionally, our offices were closed July 3rd through the 6th in observance of the 4th of July holiday. We apologize for that Ms. ****** did not receive a timely response to her email. Ms. ****** spoke to one of our Customer Service representatives on July 7th. Ms. ****** told the representative that she did not know she was enrolled in an auto-ship program. The representative closed her account, scheduled a pickup with FedEx to Ms. ******'s home for the products, at our company's cost, and requested a refund through the returns department. Ms. ****** did not have the package outside of her home as agreed, therefore FedEx could not retrieve the package. We have issued another pickup to Ms. ******'s home to retrieve the products, she has been refunded in full for the order and her account has been closed. As such, we request that this complaint be closed.

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to refund me for returned product starter kit I signed up to become a representative of Rodan & Fields, LLC cosmetic company. After 14 days I decided to return the unopened starter kit which cost me $995.00 along with another small oder of $120.00 plus shipping & handling. The company has a 60 day return policy on their products. I promptly returned the starter kit and the additional order through the post office. The smaller $120.00 charge was credited appropriately to my credit card, the larger amount of $995.00 was not. I immediately followed up with the customer service department and was told to give it another 10 days for processing and that my account would be credited by April 20, 2014. April 20th came and went with no credit again to my credit card. I once again contacted the customer service department, providing them with all necessary information, order number, tracking numbers, etc. I again was told my account would be expedited and my credit card would be refunded within 1 to 2 business days. It is now 10 days later and I have yet to receive my refund. It is now past my original sign up date which would now reduce my refund to only 50% of the original cost. This company is running a scam to get people's money and when the products are returned the postpone refund until the 60 days has passed so they no longer have to refund the customer at the full cost. A full investigation must be launched into this company at once as I am sure they are pulling this scheme left and right with people.

Desired Settlement: I am requesting my full refund of $1064.65 for the unopened starter kit that I promptly returned within the acceptable time period. The starter kit cost was $995.00 plus shipping and handling. I am requesting a full refund to my credit card in the amount of $1064.65.

Business Response: Initial Business Response /* (1000, 5, 2014/05/02) */ BBB CASE#: XXXXXXXX Consumer: ****** ******* Ms. ******* enrolled as a R+F Independent Consultant on February 19, 2014. At the time she enrolled she purchased a business kit for a total of $1064.65. Per the R+F Policies and Procedures, which are available to the public and to all Consultants during enrollment, Consultants have 60 days to return any R+F Product for a 100% refund, for any reason. This is true even if the Products have been used. When a Consultant is terminating their relationship with R+F we extend our generous return policy: we allow Consultants to return any unwanted Products for up to one year after the date of purchase for a 90% refund. Products eligible for this refund must be in resalable condition. Ms. ******* claims that we reduced her refund to 50%. We have no such return policy which would give Ms. ******* a 50% refund for her returned Products. On March 28, 2014 Ms. ******* called the R+F Customer Service line to explain that she wanted to terminate her Agreement with R+F. The customer service representative explained the return policy to Ms. ******* and recommended she obtain a tracking number on the package containing the returned Products to expedite the return process. We must ensure that the Products we are refunding are in fact sent back to us. On April 8, 2014 Ms. ******* contacted R+F Customer Service and was again explained the return policy. She stated that she did not get a tracking number for the returned Products but that our warehouse received them on March 30, 2014. As Ms. ******* did not provide us with a tracking number for her package we were unable to expedite her refund, as we could not verify that we had received her Products until the warehouse sent us her return invoice. The customer service representative explained to Ms. ******* that without the tracking number we were unable to expedite her refund request. On April 23, 2014 Ms. ******* was given a 100% refund for her business kit. She called on May 1, 2014 to inquire as to where her refund is, and the customer service representative explained that she was refunded in full on April 23, 2014. Ms. *******'s refund was issued in compliance with the R+F Policies and Procedures, and the refund was processed before this complaint was issued with the Better Business Bureau. As such, we request that this complaint be closed.

4/29/2014 Advertising/Sales Issues
3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I logged into my account with rodan and fields to cancel my autoship order for January. They sent it anyway and charged my card $198 and change. Cancelled autoship for January and company shipped anyway and charged my credit card. This breaches the trust of consumers who make their credit card information available for companies to practice business online.

Desired Settlement: A full refund to my card and no additional expense to myself.

Business Response: Initial Business Response /* (1000, 9, 2014/03/05) */ COMPLAINT # XXXXXXXX Consumer: ******** **** Our records indicate that Ms. **** enrolled as a Preferred Customer on August, 22, 2013. Preferred Customers are enrolled in a 60-day replenishment program, which requires them to order at least $80 worth of products every 60 days. Preferred Customers may delay their order online for either 30 days or 60 days by completing the following steps: � Log into rodanandfields.com � Click 'My Account' � Click ''Change My PC Perks Status'' � Click ''Delay or Cancel My PC Account'' � Click ''Yes, Change My Autoship Date'' � Decide between a 30 or 60 day delay and select ''Change My Autoship Date'' Per our phone conversation with Ms. **** on March 4, 2014 regarding these steps, she informed us that she attempted to cancel her order by removing all of the items from her cart. We explained to Ms. **** that this is a common mistake that our Preferred Customers make when trying to cancel an order, but that any unwanted products may still be returned to us for a refund. Ms. **** also explained that when she called Rodan + Fields customer support to inquire about sending the products back for a refund, she decided not to do so, as she was told she would be responsible for the cost of shipping the products back to us. Please note that per the Rodan + Fields Preferred Customer Terms and Conditions, which each Preferred Customer agrees to during enrollment, they agree to our 60-day Satisfaction Guarantee policy which states: ''We want you to be fully satisfied with every item that you purchase from Rodan + Fields. So, if for any reason you are not completely satisfied, you may return the unused portion of the product within 60 days from the date of order for a full refund of the purchase price (less shipping and handling charges).'' Ms. **** claims that she did not receive the exceptional customer service that we strive for at Rodan + Fields. Therefore, we have offered her a 100% refund on her last order, and are allowing her to keep the products. This does not fall under the standard return policy that Preferred Customers agree to when they enroll in our program. As we are granting Ms. **** an exception and refunding her for the product she did not wish to order we believe this matter to be resolved.

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up a sales rep with them, want out and they refuse to cancel my distributorship and refund the money they owe to me for items sold. I signed up with Rodan and Fields and after several months, had extreme difficulty making sales due to the tactics they want us to use, which includes roping people into autoship at $80 every other month and we get no commission otherwise (at least not much). I also began to notice damage to the sclera of my eye due to their AntiAge Eye Cream. I now have permanent damage to my eye and will suffer this for the rest of my life. I told them over a year ago that I want out of my distributorship and that I want the whole whopping $13 they owe me, as I paid over $900 to get in. I think it is only fair that they at least give me the $13 they do owe me, since they are unwilling to take back unopened, unused product. However, after numerous phone calls and emails over the last year, they still refuse to cancel my distributorship or pay me the money owed. They are making it extremely difficult to cancel and are refusing to give my money to me because it is "under the $20 required for bank deposit". I have asked all along that they simply mail a check and let me out of the distributorship. It should have expired back in September anyway, but they refuse to cancel it. They finally did email a form to me tonight that I will fill out and return to them immediately to supposedly cancel my distributorship. However, they still have refused to send me the money or tell me what is required to get this. I believe at this point that this is the most unethical "network marketing" company out there. I would steer very clear of them. It shouldn't be this difficult to get my money back. I have sold Mary Kay successfully (and in fact, have just signed back up with them and LOVE it and am doing very well), and Silpada jewelry, and never have been treated this way. I am shocked at their unethical business practices and the way they take advantage of their sales reps and I am very sorry I ever crossed paths with them.

Desired Settlement: I want the money they owe me for the products I sold ($13) immediately, via check mailed to me at my home address, **** ******* ****** *** XXXXX. I want my distributorship canceled immediately, without this hassle and runaround. I want nothing further to do with this company.

Business Response: Initial Business Response /* (1000, 11, 2014/01/13) */ Our records indicate that Ms. ***** enrolled as an Independent Consultant on September 14, 2012. In November of 2012 Rodan + Fields implemented a new payment process for Consultant commissions whereby Consultants are to be paid via a third-party payment processor, RF Payday. This third-party payment processor requires Rodan + Fields to transfer payments to an account, which can then be accessed by the account holder (the R+F Independent Consultant) may allocate the funds in that account as they choose. As part of the Terms and Conditions for this service we do state that ''a Consultant must earn at least $20 in Commissions and/or Performance Bonuses before she or he will receive payment to her or his RF Payday Account. If the $20 threshold is not met, a Consultant will not receive payments to her or his RF Payday Account, including upon the Consultant's termination.'' All Consultants are given a 30-day written notice of any change to the R+F Policies and Procedures, which is incorporated into the Independent Consultant Agreement. Therefore, although Ms. ***** enrolled before this policy was implemented she was given proper notice of the change. Ms. ***** earned a $13 commission in October 2012 for her efforts as an Independent Consultant, which would have been scheduled to be paid to her in November 2012. As such, the new policy had been implemented and Ms. ***** did not meet the $20 threshold set forth in the Terms and Conditions of RF Payday. Our records indicate that Ms. ***** first requested a payment of her $13 commission on April 30, 2013. Her request was escalated to one of the Sales Support Department's supervisors, but there seems to have been some miscommunication between departments and the necessary steps in order to carry out the appropriate process were not taken. At the same time, Ms. ***** requested that her Consultant Account be terminated. This request seems to have been involved in the same miscommunication as her request for her $13 commission. My records indicate that Ms. ***** spoke with a representative in the Sales Support Department again about her termination in November of 2013. The Sales Support representative sent Ms. ***** a copy of the termination form via e-mail for her to complete and submit back to us for processing. As of today, January 10, 2014, records indicate that the Consultant account for Ms. ***** has been terminated. Additionally, Rodan + Fields has offered to send Ms. ***** a check for the $13 commission she earned in October 2013. Additionally, we have offered Ms. ***** an extension of our refund policy and are willing to refund her for any unused, unopened products for a 90% refund. The R+F Policies and Procedures offers a 90% refund for unused, unopened products returned by a terminating Consultant for up to one year after the purchase date. Ms. ***** and I have spoken on the phone and she has agreed to send me a list of products in her possession that are eligible for a refund. Once I have received the list I will calculate the amount of her refund and Rodan + Fields will write her a check, along with the $13 she earned in commissions. Ms. *****'s account is now closed and we have offered to send her a check for her $13 commission. Additionally we have extended our return policy to grant a refund on her unused and unopened products she may have in her possession. As such, we request that this complaint be closed. Final Consumer Response /* (2000, 13, 2014/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did speak to her a few days ago and will be emailing all info to them today. This is an acceptable response. And I very much appreciate their willingness to so the right thing. I only wish it had not taken all of this to get it resolved in an acceptable manner. I will not do business with them in the future, nor will I recommend them. Sadly, I believe the only reason they are doing this now is just because if the complaint. But at least it got their attention. Finally!

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sales person put in order on 11/26/13. I cancelled 11/26/2013 They shipped products. I returned products by USPO 11/30/13. They won't refund. Sales person pwrote order for cosmetic products on an I Pad, took my credit card and entered on 11/26/13. I did not see the bill of sale until 2 hours later on my home email. The bill was for $237.41. Included in this order was a charge for a Perks program for $19.95 which I had no idea she signed me up for. It means the 20th of every month they woud ship me another shipment of products automatically. On the bottom line of the order it states now that the order has been processed weno longercan make any edits or changes. I called 2 hours after the salesperson entered this and tried to cancel everything. Told I could not. I called my Discover card and told them not to pay. It was pending 2 hours after my initial call. However this company shpped their product and I received it on 11/30/13 I immediately took it to the USPO shipped it backunopened (cost $13.10, I figured I was stupid to let this happen and just paid for this shipping). The tracking number was XXXX XXXX XXXX XXXX XXXX. I haave verification it was received in ****** ***** (their warehoude) on 12/6/13 sifned for at 1:02 PM by B ******** I phoned Rodan Sales Support, and they hung up on me, I emailed the,3 times and get no reply except that they will get back to me. I contcted the salesperson and asked for her help, she did say she would try, but no answer yet. All I want is my credit card given credit back for the $237.41. Discover Card is going to oisue a dispute with them. I have all my documentation about my contact with Rodan. I think it is terrible they won't cancel an account and have hidden charges. My experience with this company has been really terrible. ADDITIONAL DETAILS: Case is being handled by another organization: Discover Card

Desired Settlement: Please credit my account. Products were returned unopened. I have documenttion. They should teach their sales people to be honest about their practices of charging for services not explained. They should explain their fees and prices and have a copy of bill of sale for the customer to see. They should not process a credit card without showing the transaction to the customer first since once they push the send key it is processed immediately and can not be changed or cancelled. I want nothing more to do with this company but to just get my money refunded.

Business Response: Initial Business Response /* (1000, 9, 2014/01/14) */ Complaint: XXXXXXXX Consumer: ***** ***** Our records indicate that Ms. ***** enrolled as a Preferred Customer on November 26, 2013. We understand from her complaint and our telephone conversation with her that she was not made aware of the fact that, when placing her order, she was also enrolling in an auto-ship program. Our records show that Ms. ***** called the Rodan + Fields Customer Service line just a few hours after her order was placed to cancel the order and the account. Rodan + Fields shares a distribution warehouse with a number of other companies. Because of this we are, unfortunately, unable to cancel an order once it has been placed. We do, however, offer a 60-day Satisfaction Guarantee whereby a consumer may return any product, used or unused, for a full refund (less shipping and handling charges) for up to 60 days after the date of purchase. While we were unable to cancel Ms. *****'s order when she called, we did close her account. Our records indicate that Ms. ***** received a full refund for her order on December 23, 2013 for a total of $237.41, including the non-refundable $2.50 handling fee. Our records also show that we responded to all of Ms. *****'s e-mails, but that a few of them were not completed due to ''technical issues''. Unfortunately this happens from time-to-time when e-mail traffic is high. We sincerely apologize for this and the frustration it caused. Upon receipt of Ms. *****'s complaint we contacted her Sponsor (sales representative). Her Sponsor recalls the issue differently but, regardless, we have taken action in response to Ms. *****'s complaint in a manner consistent with the applicable remedial actions set forth in the sales representative's agreement with Rodan + Fields. As Ms. *****'s account has been closed, we have processed a refund for the order she returned, and we have taken action with her Sponsor we believe this matter to be resolved. Final Consumer Response /* (2000, 11, 2014/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)


Customer Review(s)

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Customer Reviews Summary

7 Customer Reviews on Rodan & Fields, LLC
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